Chapter 10 Communication Essentials of Organizational Behavior, 10/e Stephen P. Robbins & Timothy A. Judge Chapter 10 Communication

After studying this chapter, you should be able to: Describe the communication process and distinguish between formal and informal communication. Contrast downward, upward, and lateral communication and provide examples of each. Contrast oral, written, and nonverbal communication. Contrast formal communication networks and the grapevine. Identify common barriers to effective communication. Show how to overcome the potential problems in cross- cultural communication.

The Communication Process

Channels of Communication Formal Informal Path follows the authority chain Messages relate to professional activities Spontaneous channels from individual choice Messages often personal or social

The Communication Process

Direction of Communication Manager Executive Employee Upward Lateral Downward

Interpersonal Communication Three Forms: Oral Written Nonverbal

Oral Communication Advantages Disadvantages Speed Feedback Simple to Correct Disadvantages Potential for distorted message when passed through a number of people

Written Communication Advantages Disadvantages Provide a tangible and verifiable record Record can be stored for an indefinite period of time Physically available for later reference More likely to be well thought-out, logical, and clear Time consuming Lack of feedback May not be read

Nonverbal Communication Body language conveys: The extent of affinity for another The relative perceived status between a sender and receiver Meaning changes with: Intonation Facial Expression Physical Distance

Formal Small-Group Networks Chain gives best accuracy Wheel facilitates leadership development All-Channel provides member satisfaction

The Grapevine Emerges when: Three Characteristics: Situation is important Ambiguity exists Situation causes anxiety Three Characteristics: Not controlled by management Perceived as being more believable and reliable (and often is) Largely used to serve self-interest of those willing to communicate

Electronic Communication E-mail Instant and Text Messaging Web Logs (Blogs) Videoconferencing

E-Mail Limitations Easy to misinterpret Should not be used for negative messages Overused and overwhelms People are emotionally disinhibited Privacy concerns

IM & TM Essentially real-time Inexpensive Good for short messages > Deal? > OMG y! > ;) > BRB-BOS > k IM & TM Essentially real-time Inexpensive Good for short messages Some find it intrusive and distracting May be inappropriate for formal business messages

Social Networking Software Explosive growth area. Facebook® and MySpace ® Individuals post information about themselves publicly – seen by: Potential employers Current employers Police, federal agencies…

Web Logs (Blogs) Another public private space Web sites about a single person or company usually updated daily May be used to gather information from customers

Videoconferencing Permits employees to conduct interactive meetings without being physically in the same room Conserves travel funds Becoming more accessible as costs drop

Knowledge Management Process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time Needs systemic approach

Barriers to Effective Communication Filtering Selective Perception Information Overload Emotions Language Communication Apprehension

Global Implications Cultural Communication Barriers: Semantics – words mean different things to different people Word Connotations – words imply different things in different languages Tone Differences – in some cultures tone changes depending on context Differences in Perception – different world views

A Cultural Guide Assume differences until similarity is proved Emphasize description rather than interpretation or evaluation Practice empathy Treat your interpretation as a working hypothesis

Implications for Managers Removing the uncertainty leads to greater satisfaction: Communicate via multiple channels Reduce distortion and incongruities for clarity Use electronic media wisely and carefully Cultural communication barriers can be overcome with understanding

Keep in Mind… Each communication direction has its own challenge that must be overcome Each form of communication has an optimal purpose and specific limitations – use appropriately Communication barriers often retard or distort communication

Summary Described the communication process and distinguished between formal and informal communication. Contrasted downward, upward, and lateral communication and provided examples of each. Contrasted oral, written, and nonverbal communication. Contrasted formal communication networks and the grapevine. Identified common barriers to effective communication. Showed how to overcome the potential problems in cross-cultural communication.

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