1. Communication Chapter 10 Essentials of Organizational Behavior, 9/e
Stephen P. Robbins/Timothy A. Judge
Chapter 10
Communication

2. After studying this chapter, you should be able to:
Describe the communication process
Contrast the advantages and disadvantages of oral versus written communication
Compare the effectiveness of the chain, wheel and all-channel networks
Identify the factors affecting the use of the grapevine
Discuss how computer-aided technology is changing organizational communication
Identify common barriers to effective communication
Describe the potential problems in cross-cultural communication

3. Functions of Communication
Control
Motivation
Emotional expression
Information

4. The Communication Process

5. Interpersonal Communication
Oral
Written
Non-verbal

6. Oral Communication Advantages Disadvantages Speed Feedback
Potential for distorted message when passed through a number of people
Content at destination may be different from the original

7. 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
No guarantee how reader will interpret it

8. Non-verbal Communication
Two most important messages that body language conveys are:
the extent to which an individual likes another and is interested in his or her views
the relative perceived status between a sender and receiver
Meaning of words changes with intonation, facial expression and physical distance

9. Formal Small-Group Networks

10. Small-Group Networks and Effectiveness Criteria

11. The Grapevine Not controlled by management
Perceived as being more believable and reliable
Largely used to serve self-interest
Rumors emerge as a response to situations that are important to us, where there is ambiguity and under conditions that arouse anxiety

12. Computer-aided Communication
Instant messaging
Intranet and Extranet links
Video-conferencing

13. E-Mail Can be quickly written, edited and stored
Can be easily distributed to many
Can be read at the convenience of the recipient
Cost is lower than printed form
Can be impersonal
Lacks emotional cues

14. Instant Messaging Is essentially real-time e-mail
Fast and inexpensive means for employees to stay in touch with each other
Preferred for one or two line messages
Not as good as for long messages that need to be saved
Some find it intrusive and distracting

15. Intranet and Extranet Links
Intranets give access only to employees and are used to communicate internal messages
Extranets links employees with selected suppliers, customers and strategic partners to facilitate communication

16. Videoconferencing
Permits employees to conduct interactive meetings without being physically in the same room
Becoming more accessible to desktops with new technology

17. 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

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

19. Current Issues in Communication
Communication barriers between women and men
“Politically Correct” communication
Cross-cultural communication

20. Communication barriers between Women and Men
Men speak and hear a language of status, power and independence
For many men, conversations are a means to preserve independence and maintain status
Women speak and hear a language of connection and intimacy
For many women, conversations are negotiations for closeness in which people try to seek and give confirmation and support

21. “Politically Correct” Communication
In an increasingly diverse workforce, we must be sensitive to how words might offend others
But eliminating words reduces options for conveying messages in the cleanest and most accurate form

22. Cultural 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 among perceptions – different world views

23. Implications for Managers
Greater certainty leads to greater satisfaction:
Use multiple channels
Be consistent with verbal and non-verbal
Effective communication improves productivity and motivation
Convey honest and accurate information during hiring process to reduce turnover

24. Summary Described the communication process
Contrasted the advantages and disadvantages of oral versus written communication
Compared the effectiveness of the chain, wheel and all-channel networks
Identified the factors affecting the use of the grapevine
Discussed how computer-aided technology is changing organizational communication
Identified common barriers to effective communication
Described the potential problems in cross-cultural communication