1. Organizational Behavior Lecture 14 Dr. Amna Yousaf PhD (HRM) University of Twente, the Netherlands

2. Recap Lecture 13  Identify main functions of communication  Describe the communication process and distinguish between formal and informal communication

3. Communication Lecture 14

4. Outline  Contrast downward, upward and lateral communication and provide examples of each  Contrast oral, written and non verbal communication  Contrast formal communication networks and the grapevine  Analyze the advantages and challenges of electronic communication © 2007 Prentice Hall Inc. All rights reserved.

5. outline © 2007 Prentice Hall Inc. All rights reserved.

6. The Communication Process Model Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning. There should be a message E X H I B I T 11–1

7. Direction of Communication Communication UpwardUpwardLateralLateralDownwardDownward

8. Downward Communication  Informs rules and policies to employees  Can be oral, face to face, written  Must explain why decision was made –Normally one-way; two third of employees believe their opinion never seeked © 2007 Prentice Hall Inc. All rights reserved.

9. Upward Communication  Flows at higher level  Keeps informed about employees, co-workers, jobs, department and organization  Might be increasingly difficult –For effectiveness try to reduce distractions –Meeting in conference office instead of boss’s office –Communicate in headlines not paragraphs –Support headlines with actionable items – what should be done; what agenda? © 2007 Prentice Hall Inc. All rights reserved.

10. Lateral Communication  Among same group members at same level – counterparts such as clerical workers or managers  Why it is needed? –Vertical communication can impede quick decision making  Can sometimes be dysfunctional and sanctioned by managers when it is felt that decisions have been taken by breaching organizational policies etc © 2007 Prentice Hall Inc. All rights reserved.

11. Interpersonal Communication  Oral Communication –Advantages: Speed and feedback. –Disadvantage: Distortion of the message when passed through a number of people. The game “telephone”.  Written Communication –Advantages: Tangible, well thought, logical, clear and verifiable. –Can not be distorted –People more carefully follow written message –Disadvantages: Time consuming, interpretation by receiver not certain and lacks quick feedback as in oral message.

12. Interpersonal Communication  Nonverbal Communication –In a verbal message, a non verbal message is also communicated – a glance, a frown, a smile and general body movements, facial expressions, body movement. –Advantages: Supports other communications and provides observable expression of emotions and feelings. –Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message. –Sometimes message in verbal and non verbal communication can be conflicting such as “ we can meet now but looking at your clock again and again” Standing close can give different meanings © 2007 Prentice Hall Inc. All rights reserved.

13. Nonverbal Communication Body Movement Facial Expressions Intonations © 2007 Prentice Hall Inc. All rights reserved. Physical Distance

14. © 2007 Prentice Hall Inc. All rights reserved. Intonations: It’s the Way You Say It! E X H I B I T 11–2 Change your tone and you change your meaning: Placement of the emphasis What it means Why don’t I take you to dinner tonight?I was going to take someone else. Why don’t I take you to dinner tonight? Instead of the guy you were going with. Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you. Why don’t I take you to dinner tonight? Do you have a problem with me? Why don’t I take you to dinner tonight? Instead of going on your own. Why don’t I take you to dinner tonight? Instead of lunch tomorrow. Why don’t I take you to dinner tonight? Not tomorrow night. Source: Based on M. Kiely, “When ‘No’ Means ‘Yes,’ ” Marketing, October 1993, pp. 7–9. Reproduced in A. Huczynski and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.

15. Formal small group network  Rigidly follows formal chain of command  Communication in rigid there level organization  Wheel can be found in case of a team with strong team leader.  All channel in case of self managed teams © 2007 Prentice Hall Inc. All rights reserved.

16. Three Common Formal Small-Group Networks E X H I B I T 11–3

17. © 2007 Prentice Hall Inc. All rights reserved. Small-Group Networks and Effectiveness Criteria E X H I B I T 11–4 TYPES OF NETWORKS Criteria Chain Wheel All Channel Speed Moderate Fast Fast Accuracy High High Moderate Emergence of a leader Moderate High None Member satisfaction Moderate Low High