2. Workplace Communication
Chapter 4
Workplace Communication
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3. Learning Outcomes
After completing this chapter, the student should be able to:
Describe the communication process.
Understand the importance of feedback in the communication process.
Indentify various verbal and nonverbal methods of communication.
Explain the common barriers to communication and apply strategies to overcome these barriers.
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4. Learning Outcomes Cont’d
Discuss the elements of effective communication for knowledge management.
Describe the various components for effective strategic communication.
Comprehend the challenges of cross-cultural communication.
Understand the flow of communication with external stakeholders and the public sector.
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5. Communication Process
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6. Feedback
Any information that individuals receive about their behavior.
One-way communication
Two-way communication
Different forms of feedback
Different levels of feedback
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7. Forms of Feedback Descriptive Evaluative Prescriptive
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8. Levels of Feedback Task or procedural Relational Individual Group
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10. Communication Channels
Verbal
Nonverbal
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11. Communication Channels
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12. Barriers to Communication
Environmental Barriers are characteristic of the organization and its environmental setting.
Personal Barriers arise from the nature of individuals and their interaction with others.
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13. Overcoming Communication Barriers
Attention is given to messages and adequate time is devoted to listening.
Management philosophy encouraging the free flow of communication.
Reducing the number of “links” between sender and receiver.
Tailoring words and symbols so messages are understandable.
Using multiple channels to reinforce complex messages.
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14. Effective Communication for Knowledge Management
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15. Strategic Communication
Strategic communication is an intentional process of presenting ideas in a clear, concise and persuasive way.
Outcome
Context
Messages
Tactical reinforcement
Feedback
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16. Flows of Intraorganizational Communication
Upward
Downward
Horizontal
Diagonal
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17. Communication Networks
A communication network is the interaction pattern between and among group members.
Centralized
Chain pattern
Y-pattern
Wheel pattern
Circle pattern
Decentralized
- All-channel pattern
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18. Informal Communication
The corporate grapevine is an unstructured and informal network founded on social relationships rather than organizational charts or job descriptions.
Single strand
Gossip
Probability
Cluster
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19. Cross-Cultural Communication
Communication difficulties arise from differences in cultural values, languages, and points of view.
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20. Communicating with External Stakeholders
Communication competence
Assessing macro- and microenvironments
Monitoring activities of stakeholders
Boundary spanning
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21. Diversity of External Stakeholders
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