1. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Chapter 8 Organizational Behavior: Foundations, Realities, & Challenges Nelson & Quick, 5 th edition Communication

2. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication Communication – Interpersonal Communication – Communicator – Receiver – Perceptual Screen –

3. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication the thoughts and feelings that the communicator is attempting to elicit in the receiver the pathway that completes two-way communication the words, their pronunciation, and the methods of combining them used and understood by a group of people

4. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication Data – Information – Richness –

5. Basic Interpersonal Communication Model Event X Message Context Affect ___________________ ////////////////// ////////////////// ////////////////// ////////////////// ________________ Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved

6. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication Media: Information Richness & Data Capacity SOURCE: E. A. Gerloff in Research in Organizational Behavior 6 1984: 191-233. “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc.

7. Reflective Listening the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings What I heard you say was we will understand the process better if we break it into steps This complex process needs to be divided to be understood Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved

8. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflective Listening

9. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflective Listening Reflective listening emphasizes the ___________ ___________ of the communication process the _____________ communicated in the message ____________ to the communicator, not ____________the communicator the _____ or ________ or ________ understanding people by __________ __________ ________ and ______________ ___________

10. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflective Listening: 4 Levels of Verbal Response Affirm Contact Paraphrase Clarify the Implicit Reflect “core” feelings

11. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflective Listening: Use Nonverbal Listener: Speaker: Useful to open a relationship Improves communication Be aware of cultural differences Use moderate eye contact Use times of no eye contact for privacy and control Silence

12. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved One-way vs. Two-way Communication Two-Way Communication – One-Way Communication –

13. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Five Keys to Effective Supervisory Communication

14. Barriers to Communication Communication Barriers – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved

15. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Physical separation gateways – Status differences gateways – Gateways to Communication Communication Gateways –

16. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Gender differences gateways – Cultural diversity gateways – Language gateways – Gateways to Communication

17. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Defensive Communication Defensive Communication – Leads to –injured feelings –communication breakdowns –alienation –retaliatory behaviors –nonproductive efforts –problem solving failures

18. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Nondefensive Communication Nondefensive Communication – Provides –basis for defense when attacked –restores order, balance, and effectiveness

19. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Two Defensiveness Patterns _______________________ – _______________________ – characterized by active, aggressive, attacking behavior ______________________ – ______________________ – characterized by passive, submissive, withdrawing behavior

20. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Defensive Tactics Boss Defensive TacticExample “Finish this report by month’s end or lose your promotion.” “A capable manager would already be done with this report.” “You must be a slow learner. Your report is still not done?” “How can I trust you, Chris, if you can’t finish an easy report?”

21. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Defensive Tactics Employee Defensive Tactic Example “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] “Morgan did not give me input until just today.” “You can’t be serious! The report isn’t that important.” “I gave it to the secretary. Did she lose it?”

22. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Nondefensive Communication: A Powerful Tool

23. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Nonverbal Communication all elements of communication that do not involve words Four basic types – an individual’s perception and use of space – study of body movements, including posture – movements that add cues for the receiver – variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

24. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Proxemics: Territorial Space Territorial Space – c c = ___________ 4-12’ b b = _____________ 1.5-4’ a a = _____________ <1.5’ d d = ___________ >12’

25. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Proxemics: Seating Dynamics Seating Dynamics – X O O X OX O X O

26. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Paralanguage Variations in speech send messages What message is sent by –High-pitched, breathy voice –Rapid, loud speech –Interruptions –Tongue clicking

27. Examples of Decoding Nonverbal Cues Kinesics and Facial and Eye Behavior No eye contact while communicating Manager sighs deeply Boss breathes heavily and waves arms Boss fails to acknowledge employee’s greeting SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved

28. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communicative Disease Communicative Disease –

29. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Positive, Healthy Communication _________________ __________________

30. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Information Communication Technology (ICT)

31. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Characteristics of ICT Instant exchange of information across _______________ and ___________________ Schedules and office hours become _________________ Normal considerations of _________ and __________ less important

32. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved How ITC Affects Behavior Impersonal— interaction with a machine Flaming, rude, or obscene outbursts Bluntness Intimacy Uninhibitedness Interpersonal skills—tact and graciousness Nonverbal cues—emotional element Clues to power, organizational position, departmental membership

33. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Other Ways ITC Affect Behavior –

34. Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Tips for Effective Use of ICT