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Chapter 10 Communication

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

2 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.

3 The Communication Process

4 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

5 The Communication Process

6 Direction of Communication
Manager Executive Employee Upward Lateral Downward

7 Interpersonal Communication
Three Forms: Oral Written Nonverbal

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

9 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

10 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

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

12 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

13 Electronic Communication
Instant and Text Messaging Web Logs (Blogs) Videoconferencing

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

15 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

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

17 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

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

19 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

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

21 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

22 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

23 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

24 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

25 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.

26 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.


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