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14-1©2005 Prentice Hall 14 Communication in Organizations Chapter 14 Communication in Organizations
14-2 ©2005 Prentice Hall Chapter Objectives Describe the four main functions of communication and differentiate between different kinds of communications networks Discuss the steps in the communications process and the requirements for successful communication to take place Differentiate between the main kinds of barriers to communicate and explain how they can reduce the effectiveness of communication
14-3 ©2005 Prentice Hall Chapter Objectives Identify the main kinds of communication media and explain how they vary along the dimension of information richness Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others
14-4 ©2005 Prentice Hall Opening Case: Combining Face-to-Face and Intranet Communication Pays Off How did effective communication promote Alteon’s performance? Communication system supported quick new product innovation Intranet-based Informal, face-to-face sessions weekly
14-5 ©2005 Prentice Hall What is Communication? Sharing of information with other people Reaching of a common understanding –Accuracy, not agreement
14-6 ©2005 Prentice Hall Figure 14.1 Functions of Communication Functions Providing knowledge Controlling/ coordinating Motivating Expressing feelings
14-7 ©2005 Prentice Hall Motivating Organizational Members Expectancy theory suggests that managers –Determine what outcome subordinates seek –Link outcomes to good performance –Reassure employees of the potential for good performance
14-8 ©2005 Prentice Hall What is a Communication Network? The set of pathways through which information flows within a group or organization
14-9 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Wheel Leader Member
14-10 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Chain Assembly- Line worker
14-11 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Circle Task Force Member
14-12 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: All-Channel Top Management Team
14-13 ©2005 Prentice Hall Figure 14.3 Simple Organizational Chart
14-14 ©2005 Prentice Hall Figure 14.4 An Example of Actual Communication Patterns
14-15 ©2005 Prentice Hall Informal Communication Networks Advice network Trust network Communication network
14-16 ©2005 Prentice Hall Figure 14.5 The Communication Process
14-17 ©2005 Prentice Hall Media for Message Transmission Verbal Communication Face-to-face oral Oral via telephone Written via memo, letter, report, email, fax Nonverbal Communication Facial expressions Body language Mode of dress
14-18 ©2005 Prentice Hall Figure 14.6 Barriers to Effective Communication Barriers Filtering/ information distortion Poor listening Different linguistic styles Lack of appropriate feedback Rumors/ Grapevine Workforce diversity
14-19 ©2005 Prentice Hall Improving Listening Give sender undivided attention Look sender in the eye Do not interrupt Focus on understanding what you are hearing Ask questions Rephrase key points Avoid distracting sender
14-20 ©2005 Prentice Hall Approaches to Diversity Training Panel of minority members describe/ share personal experiences Members of organization work with people who are different from themselves
14-21 ©2005 Prentice Hall Linguistic Style Tone of voice Volume Speed Use of pauses Directness Choice of words Use of questions
14-22 ©2005 Prentice Hall Figure 14.7 Information Richness
14-23 ©2005 Prentice Hall Trade-Offs in Choice of Media Information Richness Amount of Time Information Richness Need for Paper Trail
14-24 ©2005 Prentice Hall Intranets Directories Manuals Product specifications Delivery schedules Minutes of meetings Current financial performance
Communication The Key to Resonant Relationships
ORGANIZATIONAL BEHAVIOR S T E P H E N P. R O B B I N S W W W. P R E N H A L L. C O M / R O B B I N S T E N T H E D I T I O N © 2003 Prentice Hall Inc.
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