1. Chapter 8 Organizational Behavior Nelson & Quick, 6th edition
Communication
Chapter 8 Organizational Behavior
Nelson & Quick, 6th edition

2. Communication
Communication - the evoking of a shared or common meaning in another person
Interpersonal Communication - communication between two or more people in an organization
Communicator - the person originating the message
Receiver - the person receiving a message
Perceptual Screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication 2

3. Communication
Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver
Feedback Loop - the pathway that completes two-way communication
Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people 4

4. Communication Data - uninterrupted and unanalyzed facts
Data - uninterrupted and unanalyzed facts
Information - data that have been interpreted, analyzed, & and have meaning to some user
Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver 4

5. Basic Interpersonal Communication Model
Basic Interpersonal Communication Model
Feedback /
Perceptual screens
Event X
Communicator
Receiver
Message
Context
Affect
Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs 3

6. Communication Media: Information Richness & Data Capacity
Communication Media: Information Richness & Data Capacity
SOURCE: Created by E. A. Gerloff from “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel in Research in Organizational Behavior 6 (1984); Reprinted by permission of JAI Press Inc.

7. This complex process must be divided to be understood
Reflective Listening
Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
What I heard you say was we will understand the process better if we break it into steps
This complex process must be divided to be understood
Photos courtesy of Clips Online ©2008 Microsoft Corporation 6

8. Reflective Listening Used to understand other people
Reflective Listening
Used to understand other people
Used to problem solve
Emphasizes personal elements of communication process
Emphasizes the feelings communicated
Emphasizes responding to, not leading, the communicator 7

9. Reflective Listening: 4 Levels of Verbal Response
Affirm Contact
Communicates attentiveness
Provides reassurance in expressing thoughts and feelings
Paraphrase
Reflects back to speaker what has been heard; assures accuracy
Builds empathy, openness, acceptance
Clarify the Implicit
Bring out unspoken (but evident) thoughts and feelings
Builds greater awareness
Reflect “core” feelings
Restate important thoughts and feelings
Exercise caution; danger of overreaching 9

10. Reflective Listening: 2 Uses of Nonverbal Response
Reflective Listening: 2 Uses of Nonverbal Response
Silence
Listener:
Sort out thoughts and feelings
Identify and isolate personal responses
Speaker:
Useful for thinking
Determine how to express difficult ideas or feelings
Eye Contact
Useful to open a relationship
Improves communication
Be aware of cultural differences
Use moderate eye contact
Use times of no eye contact for privacy and control 9

11. Communications: 1-way vs. 2-way
One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow
Good for giving simple directions
Fast but often less accurate than 2-way communication
Two-Way Communication - the communicator & receiver interact
Good for problem solving
Photos courtesy of Clips Online ©2008 Microsoft Corporation 10

12. Five Keys to Effective Supervisory Communication
Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management 11

13. Barriers to Communication
Communication Barriers -
aspects of communication content and context that can impair effective communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language 23 12 23

14. Gateways to Communication
Communication Gateways – pathways through barriers to communication and antidotes to communication problems
Physical separation gateways
Periodic face-to-face interactions
Regular meetings for interrelated units
Status differences gateways
Effective supervisory skills
Feelings of security for employees
Non-hierarchical informational technology communication methods 23 12 23

15. Gateways to Communication
Gender differences gateways
Awareness of gender-specific differences in communication
Actively seek meaning clarification
Cultural diversity gateways
Increased awareness and sensitivity
Develop/acquire a guide, map, beacon for understanding and interacting cross-culturally 23 12 23

16. Gateways to Communication
Language gateways
Simple, direct, declarative language
Use brief sentences and terms/words audience uses
Speak in the language of the listener
Avoid jargon or technical language
Photos courtesy of Clips Online ©2008 Microsoft Corporation 23 12 23

17. Defensive Communication
Defensive Communication - communication that can be aggressive, attacking and angry, or passive and withdrawing
Leads to
Injured feelings
Communication breakdowns
Workplace alienation
Destructive and retaliatory behaviors
Nonproductive efforts
Problem solving failures 13

18. Nondefensive Communication
Nondefensive Communication - communication that is assertive, direct, and powerful
Provides
basis for asserting and defending oneself when attached in non-defensive way
restores order, balance, and effectiveness in working relationships 14

19. Two Defensiveness Patterns
Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
Dominant Defensiveness - characterized by active, aggressive, attacking behavior
Photos courtesy of Clips Online ©2008 Microsoft Corporation 15

20. Defensive Tactics - Boss
Defensive Tactic
Example
Power Play
“Finish this report by month’s end or lose your promotion.”
Put-Down
“A capable manager would already be done with this report.”
Labeling
“You must be a slow learner. Your report is still not done?”
Raising Doubts
“How can I trust you, Chris, if you can’t finish an easy report?” 16

21. Defensive Tactics - Employee
Defensive Tactic
Example
Misleading Information
“Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.]
Scape-goating
“Morgan did not give me input until just today.”
Hostile
Jokes
“You can’t be serious! The report isn’t that important.”
Deception
“I gave it to the secretary. Did she lose it?” 16

22. Nondefensive Communication: A Powerful Tool
Nondefensive Communication: A Powerful Tool
Speaker seen as centered, assertive, controlled, informative, realistic, and honest
Speaker exhibits self-control & self possession
Listener feels accepted rather than rejected
Enhances relationship building 17

23. Nonverbal Communication
Nonverbal Communication - all elements of communication that do not involve words
Proxemics - an individual’s perception & use of space
Territorial space – bands of space extending outward from the body 18

24. Proxemics: U.S. Territorial Space
c = social 4-12’ c
a = intimate <1.5’ a b
b = personal 1.5-4’ d
d = public >12’
Territorial space differs from culture to culture 19

25. Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain positions according to the person’s purpose in communication
X O X O
Cooperation
Communication X
O X O
Non-
Communication
Competition O 20

26. Nonverbal Communication
Kinesics - study of body movements, including posture
Facial & Eye Behavior - movements that add cues for the receiver
There are no universal gestures
Smiles are the only universal expressions 18

27. Nonverbal Communication
Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying
Variations in speech send messages What message is sent by
High-pitched, breathy voice
Rapid, loud speech
Interruptions
Tongue clicking ?

28. Examples of Decoding Nonverbal Cues Kinesics and Facial and Eye Behavior
Boss fails to acknowledge employee’s greeting
He’s
unapproachable!
Boss breathes heavily & waves arms
He’s angry! I’ll
stay out of his way!
Manager sighs deeply
My opinion
doesn’t count
I wonder what
he’s hiding?
No eye contact while communicating
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February Reprinted with permission, Personnel Journal, all rights reserved.
Photos courtesy of Clips Online ©2008 Microsoft Corporation 21

29. Communicative Disease
Communicative disease – the absence of heartfelt communication in human relationships leading to loneliness and social isolation

30. Positive, Healthy Communication
Competence
Emotional
Positive
Integrity
Personal
Head-to-Heart
Dialogue

31. Information Communication Technology (ICT)
Information Communication Technology (ICT)
ICT – the new technologies used for interpersonal communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems
Photos courtesy of Clips Online ©2008 Microsoft Corporation 22

32. Characteristics of ITC
Instant exchange of information across geographic boundaries and time zones
Schedules and office hours become irrelevant
Normal considerations of time and distance less important
Photos courtesy of Clips Online ©2008 Microsoft Corporation

33. How ITC Affects Behavior
Impersonal—interaction with a machine
Flaming, rude or obscene outbursts
Bluntness
Intimacy
Uninhibited behavior
Overload potential
24/7 Accessibility
Multi-tasking
Interpersonal skills—tact and graciousness
Nonverbal cues; Emotional element
Group productivity
Clues to power, organizational position, departmental membership
Patience
Social interaction

34. Tips for Effective Use of ICT
Strive for message completeness
Build in opportunities for feedback
Do not anticipate immediate response
“Is the communication really necessary?”
“Disconnect” yourself from technology
Provide work place social interactions

35. Chapter 8: Reflect & Discuss
Chapter 8: Reflect & Discuss
Patch Adams Video Clip
What to Watch for and Ask Yourself
What parts of the communication process appear in this scene? Note each part of the process that you see in the scene.
What type of communication does this scene show? Small group, large audience, or persuasive?
Is Patch Adams an effective communicator? Why or why not?
Patch Adams
Hunter “Patch” Adams (Robin Williams), a maverick medical student, believes that laughter is the best medicine. The rest of the medical community believes that medicine is the best medicine. Unlike traditional physicians who remain aloof, Patch Adams prefers closeness to his patients. Williams’ wackiness comes through clearly in this film, which is based on a true story.
The scene from Patch Adams comes from an early sequence, “The Experiment,” which takes place after the students’ medical school orientation. Patch Adams and fellow medical student Truman Schiff (Daniel London) leave the University Diner. They begin Patch’s experiment for changing the programmed responses of people they meet on the street. Along the way, they stumble upon a meat packer’s convention where this scene occurs. The film continues with the convention and returns to the medical school.
What to Watch for and Ask Yourself
What parts of the communication process appear in this scene? Note each part of the process that you see in the scene.
What type of communication does this scene show? Small group, large audience, or persuasive?
Is Patch Adams an effective communicator? Why or why not?