1. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-1 Essentials of Organizational Behavior, 10/e Stephen P. Robbins & Timothy A. Judge Chapter 10 Communication

2. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-2 After studying this chapter, you should be able to: 1.Describe the communication process and distinguish between formal and informal communication. 2.Contrast downward, upward, and lateral communication and provide examples of each. 3.Contrast oral, written, and nonverbal communication. 4.Contrast formal communication networks and the grapevine. 5.Identify common barriers to effective communication. 6.Show how to overcome the potential problems in cross- cultural communication.

3. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-3 The Communication Process

4. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-4 Channels of Communication Formal Path follows the authority chain Messages relate to professional activities Informal Spontaneous channels from individual choice Messages often personal or social

5. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-5 The Communication Process

6. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-6 Direction of Communication Manager Executive Manager Employee Manager Upward Downward Lateral

7. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-7 Interpersonal Communication Three Forms: Oral Written Nonverbal

8. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-8 Oral Communication Advantages  Speed  Feedback  Simple to Correct Disadvantages  Potential for distorted message when passed through a number of people

9. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-9 Written Communication 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 Advantages Disadvantages

10. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-10 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-11 Formal Small-Group Networks Chain gives best accuracy Wheel facilitates leadership development All-Channel provides member satisfaction

12. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-12 The Grapevine Emerges when:  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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-13 Electronic Communication E-mail Instant and Text Messaging Web Logs (Blogs) Videoconferencing

14. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-14 E-Mail Limitations Easy to misinterpret Should not be used for negative messages Overused and overwhelms People are emotionally disinhibited Privacy concerns

15. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-15 IM & TM Essentially real-time Inexpensive Good for short messages Some find it intrusive and distracting May be inappropriate for formal business messages > Deal? > OMG y! > ;) > BRB-BOS > k

16. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-16 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-17 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-18 Videoconferencing Permits employees to conduct interactive meetings without being physically in the same room Conserves travel funds Becoming more accessible as costs drop

19. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-19 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-20 Barriers to Effective Communication Filtering Selective Perception Information Overload Emotions Language Communication Apprehension

21. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-21 Global Implications Cultural Communication Barriers: 1.Semantics – words mean different things to different people 2.Word Connotations – words imply different things in different languages 3.Tone Differences – in some cultures tone changes depending on context 4.Differences in Perception – different world views

22. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-22 A Cultural Guide 1.Assume differences until similarity is proved 2.Emphasize description rather than interpretation or evaluation 3.Practice empathy 4.Treat your interpretation as a working hypothesis

23. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-23 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-24 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. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-25 Summary 1.Described the communication process and distinguished between formal and informal communication. 2.Contrasted downward, upward, and lateral communication and provided examples of each. 3.Contrasted oral, written, and nonverbal communication. 4.Contrasted formal communication networks and the grapevine. 5.Identified common barriers to effective communication. 6.Showed how to overcome the potential problems in cross-cultural communication.

26. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 10-26 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.