1 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition. 1 E L E V E N Communicating in Teams and Organizations C H A P T E R 1

2 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Communicating at Hiram Walker Ian Gourlay, CEO of Hiram Walker, values face-to-face communication with employees to find out what is really happening in the Walkerville, Ontario company Windsor Star

3 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Four Functions of Communication Knowledge management Decision making Coordinating work activities Fulfilling drive to bond Windsor Star

4 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Receiver Decodemessage Encodefeedback Formfeedback Sender Formmessage Encodemessage Decodefeedback Transmit Message Transmit Feedback Noise Communication Process Model Receiveencodedmessage Receivefeedback

5 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Internet Communication in Nunavut In Iqaluit, Adamee Itorcheak provides information technology to bring together the widely dispersed people of Nunavut Territory. N. Didlick, Vancouver Sun

6 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Communicating Through Advantages of –Messages quickly formed, edited, sent, and stored –Needs little coordination –Random information access –Fewer social status barriers Problems with –Information overload –Flaming –Interpreting emotions –Lacks social support N. Didlick, Vancouver Sun

7 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition :-) :-} <:-) :-X :-j {} Guessing Emoticons Happy Smirk Dumb question OOPS! Tongue in cheek Hug

8 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Nonverbal Communication Actions, facial gestures, voice intonation, silence, etc. Transmits most info in face-to-face meetings Influences meaning of verbal and written symbols Less rule bound than verbal communication Important part of emotional labour Automatic and unconscious

9 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Face-to-face Telephone Newsletters Oversimplified Zone Overloaded Zone Routine/ Clear Nonroutine/ Ambiguous Rich Lean Media Richness Situation Hierarchy of Media Richness

10 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Communication Barriers Perceptions Filtering Language –Jargon –Ambiguity Information Overload

11 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Information Overload Episodes of information overload Employee’s information processing capacity Time Information Load

12 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Managing Information Overload Solution 1: Increase information processing capacity –Learn to digest information more quickly –Temporarily work longer hours Solution 2: Reduce information load –Buffering –Omitting –Summarizing

13 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Cross-Cultural Communication Verbal differences –Language Nonverbal differences –Voice intonation –Interpreting nonverbal meaning –Importance of verbal versus nonverbal –Silence and conversational overlaps

14 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition MenWomen Gender Communication Differences Gives advice quickly and directly Gives advice indirectly and reluctantly Report talk Rapport talk Avoids asking for information Frequently asks for information Less sensitive to nonverbal cues More sensitive to nonverbal cues

15 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Getting Your Message Across Empathize Repeat the message Use timing effectively Be descriptive © Photodisc. With permission.

16 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Active Listening Process and Strategies ActiveListening SENSING Postpone evaluation Avoid interruptions Avoid interruptions Maintain interest Maintain interest EVALUATING Empathize Empathize Organize information Organize informationRESPONDING Show interest Show interest Clarify the message Clarify the message

17 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition MBWA at Mitsubishi Australia The uncertain future of Mitsubishi Motors Australia Ltd. (MMAL) has kept chief executive Tom Phillips busy as a corporate communicator. Phillips keeps everyone informed of the company’s future through management by walking around (MBWA) and town hall meetings (shown here). R. Millard, The Advertiser

18 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Communicating in Hierarchies Workspace design Newsletters and e-zines Employee surveys Management by walking around R. Millard, The Advertiser

19 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Organizational Grapevine Early Research Findings –Transmits information rapidly in all directions –Follows a cluster chain pattern –More active in homogeneous groups –Transmits some degree of truth Changes Due to Internet – becoming main grapevine medium –Social networks are now global –Vault.com extends gossip to everyone

20 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition Grapevine: Positives and Negatives Benefits –Supplements information –Strengthens corporate culture –Relieves anxiety –Signals that problems exist Problems –Suggests lack of concern for employees –Distortions might escalate anxiety

21 Copyright © 2004 by The McGraw-Hill Companies, Inc. All rights reserved.McShane 5th Canadian Edition. 1 E L E V E N Communicating in Teams and Organizations C H A P T E R 1