Chapter 4 Communication

1.Define communication and describe the process. 2.Contrast the three common type of small-group networks 3.Identify factors affecting the use of the grapevine 4.Describe common barriers to effective communication 5.List four rules for improving cross-cultural communication 6.Outline behaviors associated with providing effective feedback 7.Identify the behaviors related to effective active listening

1. Define communication 1.1 Define Communication must include both the transference and understanding of meaning.

1.2 Functions of Communication Four major function: Control Control Motivation Motivation Emotional expression Emotional expression Information Information

1.3 the Communication Process Seven parts: the communication source the communication source encoding encoding the message the message the channel the channel decoding decoding the receiver the receiver feedback feedback

1.4 Direction of Communication DownwardUpwardLateral

1.5 Interpersonal Communication Oral communication Written communication Nonverbal communication

2. Organizational Communication 2.1 Formal small-group networks ChainWheel All- channel

2.2 Informal networks a. cluster chain (the grapevine) b. gossip chain c. probability chain d. single strand chain

the grapevine three main characteristics: First, it is not controlled by management. First, it is not controlled by management. Second, it is perceived by most employees as being more believable and reliable than formal communique issued by top management. Second, it is perceived by most employees as being more believable and reliable than formal communique issued by top management. Third, it is largely used to serve the interest of the people within it. Third, it is largely used to serve the interest of the people within it.

The evidence indicates that about 75 percent of what is carried is accurate. ? Important Important Ambiguity Ambiguity Anxiety Anxiety

For employees, the grapevine is particularly valuable for translating formal communications into their group’s own jargon.

2.3 computer-aided communication Intranet and extranet links Videoconferencing

2.4 Barriers to effective communication Filtering Filtering Selective perception Selective perception Information overload Information overload Gender styles Gender styles Emotions Emotions Language Language Communication apprehension （沟通恐惧） Communication apprehension （沟通恐惧）

2.5 cross-cultural communication Cultural context High-context cultures High-context cultures more trust by parties oral agreement Low-context cultures Low-context culturesdirectness Enforceable contracts will tend to be in writing, precisely worded, and highly legalistic. A cultural guide Four rules Four rules

Implications for managers: Use multiple channels Use multiple channels Use feedback Use feedback Use feedback Use feedback Simplify language Simplify language Listen actively Listen actively Listen actively Listen actively Constrain emotions Constrain emotions Use the grapevine Use the grapevine

Use feedback Focus on specific behaviors Focus on specific behaviors Keep feedback impersonal Keep feedback impersonal Keep feedback goal oriented Keep feedback goal oriented Make feedback well timed Make feedback well timed Ensure understanding Ensure understanding Direct negative feedback toward behavior that is controllable by the recipient Direct negative feedback toward behavior that is controllable by the recipient

Listening skills Make eye contact Make eye contact Exhibit affirmative head nods and appropriate facial expressions Exhibit affirmative head nods and appropriate facial expressions Avoid distracting actions or gestures Avoid distracting actions or gestures Ask questions Ask questions paraphrase paraphrase