Chapter 10 Organizational Communications

Management’s Time Spent Communicating (8 hour workday)

The Communication Process Communication: The sharing of information Two-way Process between a sender and a receiver. Feedback is a response to the message. SenderReceiverMessage

Communication Barriers Poor Communication is one of the biggest problems managers face. Distraction -anything that interferes with sender’s creating and delivering a message. Distortions - people consciously or unconsciously change messages. Sender Message Receiver

Channels of Communication Oral Communication - speaking, face to face or by phone. One to one basis (personal, reprimand) Written Communication - memos, formal reports and letters. Should be well-written and concise. (future action, general information) (no privacy, flame, spam) Non-verbal communication - neither written nor spoken. Body Language is often given unconsciously. “Actions Speak Louder than Words”

Corporate Communications Culture - shared values, beliefs, and behavior existing in an organization. Closed - top down decision making, numerous rules and strict discipline for violating established procedures. Creativity is discouraged, communications are kept formal. Open - trust and confidence is part of the main culture, creativity and problem solving are encouraged at all levels. Mixed - neither fully closed nor, fully open.

Communication Networks Network - how information flows through a business. Formal - upward, downward, and across an organization in a prescribed manner. Upward Communication: oral and written reports from lower level to upper level managers. Usually problems. Closed Organizations do not use this type of network. Downward Communications: Memos, reports and manuals. From top management to lower levels of the organization. Lateral Communications: horizontal or across the organization. Usually between departments.

Communication Networks Informal Communication Networks - unofficial ways of sharing information. Small informal groups and the grapevine. Grapevine - informal communication system that develops among workers, usually based on unofficial, partial or incorrect information. Rumors. Sometimes convey accurate messages.

Conducting Effective Meetings Advantages-Meetings are a preferred management tool because they encourage group discussions and feedback. Employees prefer providing ideas and information because it makes them feel important. Disadvantages - take a long time and may cause disagreements among workers.

Group Discussion Techniques Nominal Group Technique (NGT) - process a leader uses to involve all group members to solve a difficult problem that may cause conflict among members. Brainstorming - used to generate as many ideas as possible for solving a problem. The group members are told to offer any solution that comes to mind. No judging is done so that the most ideas are generated. Great for new product ideas.

Communication Problems Disagreements can become a problem for management if it leads to conflict. Conflict - when one person interferes with the achievement of another person’s goals. Desirable Conflict - small amount may encourage competition, challenge employees and stimulate new ideas. Undesirable Conflict - too much can be harmful to the organization if it not worked out.

Resolving Conflict Avoidance Strategy - Management takes a neutral position this is used when conflict is relatively unimportant Compromise Strategy - This strategy is preferred because it leads to a solution, since everyone is involved in making the solution. Win/Lose Strategy - no compromises, one person wins and the other looses. This method can cause anger and hurt relationships.

Communicating in Different Countries Language Differences - many companies are now providing managers with foreign language training programs. (translators) Cultural differences - people from different countries place different values on family, status and power. Nonverbal differences - body language (how close you stand next to someone in the elevator)

Improving Organizational Communications Encourage Two-Way Communication - Microsoft Listen Actively Facilitate Upward Communication - “MBWA” Carefully select Communication Channels

Selecting Communication Channels Oral Communication – reprimand an employee, settle a dispute, hire, fire. Written Communication – future actions, general information, rules, policies, procedures. – follow up, quick instructions etc.. In most situations two channels of communication work best!