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Chapter 11 Power Points - Communication

Course: OB 3303, Spring 2011
School: Dallas Baptist
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StudentStudySlideshow BobStretch 2009PrenticeHallInc.Allrightsreserved. OrganizationalBehavior 13thEdition Robbins&Judge Chapter11:Communication SouthwesternCollege 111 ChapterObjectives Afterstudyingthischapter,youshouldbeableto: Identifythemainfunctionsofcommunication. Describethecommunicationprocessanddistinguishbetween formalandinformalcommunication. Contrastdownward,upward,andlateralcommunicationwith examples. Contrastoral,written,andnonverbalcommunication. Compareandcontrastformalcommunicationnetworksandthe grapevine. Analyzetheadvantagesandchallengesofelectronic communication. Showhowchannelrichnessunderliesthechoiceof communicationchannel. Identifycommonbarrierstoeffectivecommunication. Showhowtoovercomethepotentialproblemsincrosscultural communication. 112 2009PrenticeHallInc.Allrightsreserved. FunctionsofCommunication Communication Thetransferenceandtheunderstandingof meaning CommunicationFunctions: Controlmemberbehavior Fostermotivationforwhatistobedone Provideareleaseforemotionalexpression Provideinformationneededtomake decisions 2009PrenticeHallInc.Allrightsreserved. 113 TheCommunicationProcess Thestepsbetweenasourceandareceiverthatresultinthe transferenceandunderstandingofmeaning(Exhibit111) TheSenderinitiatesmessage Encodingtranslatingthoughttomessage TheMessagewhatiscommunicated TheChannelthemediumthemessagetravelsthrough Decodingthereceiversactioninmakingsenseofthe message TheReceiverpersonwhogetsthemessage Noisethingsthatinterferewiththemessage Feedbackareturnmessageregardingtheinitial communication 2009PrenticeHallInc.Allrightsreserved. 114 CommunicationChannels Channel TypesofChannels FormalChannels Themediumselectedbythesenderthroughwhich themessagetravelstothereceiver Areestablishedbytheorganizationandtransmitmessages thatarerelatedtotheprofessionalactivitiesofmembers Usedtotransmitpersonalorsocialmessagesinthe organization.Theseinformalchannelsarespontaneousand emergeasaresponsetoindividualchoices InformalChannels DirectionofCommunication: 2009PrenticeHallInc.Allrightsreserved. Upward,downwardandlaterallythroughthe organization 115 InterpersonalCommunication OralCommunication Advantages:Speedandfeedback Disadvantage:Distortionofthemessage Advantages:Tangibleandverifiable Disadvantages:Timeconsumingandlacksfeedback WrittenCommunication Advantages:Supportsothercommunicationsand providesobservableexpressionofemotionsand feelings Disadvantage:Misperceptionofbodylanguageor gesturescaninfluencereceiversinterpretationof 2009PrenticeHallInc.Allrightsreserved. message NonverbalCommunication 116 NonverbalCommunication BodyMovement Unconsciousmotionsthatprovidemeaning Showsextentofinterestinanotherandrelative perceivedstatusdifferences Thewaysomethingissaidcanchangemeaning Showemotion IntonationsandVoiceEmphasis FacialExpressions PhysicalDistancebetweenSenderandReceiver Dependsonculturalnorms Canexpressinterestorstatus Exhibit112 117 2009PrenticeHallInc.Allrightsreserved. Chain: ThreeCommonFormalSmall GroupNetworks Wheel: Rigidlyfollowsthechainofcommand Reliesonacentralfiguretoactastheconduitfor allcommunication Teamwithastrongleader Allgroupmemberscommunicateactivelywith eachother Selfmanagedteams AllChannel: Exhibit113 118 2009PrenticeHallInc.Allrightsreserved. SmallGroupNetwork Effectiveness Smallgroupeffectivenessdependsonthe desiredoutcomevariable TYPES OF NETWORKS Criteria Speed Accuracy Emergence of a leader Member satisfaction Chain Moderate High Moderate Moderate Wheel Fast High High Low All Channel Fast Moderate None High Exhibit114 2009PrenticeHallInc.Allrightsreserved. 119 TheGrapevine ThreeMainGrapevineCharacteristics: 1. Informal,notcontrolledbymanagement 2. Perceivedbymostemployeesasbeingmorebelievable andreliablethanformalcommunications 3. Largelyusedtoservetheselfinterestsofthosewhouse it Desireforinformationaboutimportantsituations Ambiguousconditions Conditionsthatcauseanxiety Resultsfrom: Insightfultomanagers Servesemployeessocialneeds 2009PrenticeHallInc.Allrightsreserved. 1110 ReducingRumors 1. Announcetimetablesformakingimportant decisions 2. Explaindecisionsandbehaviorsthatmayappear inconsistentorsecretive 3. Emphasizethedownside,aswellastheupside, ofcurrentdecisionsandfutureplans 4. Openlydiscussworstcasepossibilitiestheyare almostneverasanxietyprovokingasthe unspokenfantasy 2009PrenticeHallInc.Allrightsreserved. Francisco:JosseyBass,1983),pp.5456.Withpermission. Source:AdaptedfromL.Hirschhorn,ManagingRumors,inL.Hirschhorn(ed.),CuttingBack(San 1111 Email ElectronicCommunications:E mail Advantages:Quicklywritten,sent,andstored;low costfordistribution Disadvantages: Messagesareeasilyandcommonlymisinterpreted Notappropriateforsendingnegativemessages Overusedandoverloadingreaders Removesinhibitionsandcancauseemotionalresponses andflaming Difficulttogetemotionalstateunderstoodemoticons Nonprivate:emailisoftenmonitoredandmaybeforwarded toanyone 1112 2009PrenticeHallInc.Allrightsreserved. ElectronicComms:Instant/Text Messaging Formsofrealtimecommunicationofshortmessagesthat oftenuseportablecommunicationdevices Fastandinexpensivemeansofcommunication Explosivegrowthinbusinessuse Canbeintrusiveanddistracting Easilyhackedwithweaksecurity Canbeseenastooinformal InstantMessaging TextMessages Immediateemailsenttoreceiversdesktopordevice Shortmessagestypicallysenttocellphonesorotherhandheld devices 1113 2009PrenticeHallInc.Allrightsreserved. Linkedsystemsorganicallyspreadthroughoutthe nationandworldthatcanbeaccessedbyaPC Includes: SocialnetworkslikeMySpaceandFacebook ProfessionalnetworkslikeZoominfoandZiggs CorporatenetworkssuchasIBMsBluePages Thesearepublicspacesanyonecanseewhatyou post Canbeusedforjobapplicationscreening Avoidoverstimulatingyourcontacts 1114 ElectronicComms:Networking Software KeyPoints: 2009PrenticeHallInc.Allrightsreserved. Blogs:websitesaboutasingleperson(orentity) thataretypicallyupdateddaily Apopularbutpotentiallydangerousactivity: Employeesmaypostharmfulinformation Suchcommentsmaybecausefordismissal NoFirstAmendmentrightsprotection Canbeagainstcompanypolicytopostintheblogduring companytimeandoncompanyequipment/connections ElectronicComms:Blogsand Videoconferencing Videoconferencing:usesliveaudioandvideo Internetstreamingtocreatevirtualmeetings Nowusesinexpensivewebcamsandlaptopsinplace offormalvideoconferencingrooms 1115 2009PrenticeHallInc.Allrightsreserved. KnowledgeManagement Theprocessoforganizinganddistributingan organizationscollectivewisdomsotheright informationgetstotherightpeopleattheright time. Importantbecause: Intellectualassetsareascriticalasphysicalassets. Whenindividualsleave,theirknowledgeand experiencegowiththem. AKMsystemreducesredundancyandmakesthe organizationmoreefficient. Requiresanorganizationalculturethatvalues sharingofinformation. 2009PrenticeHallInc.Allrightsreserved. 1116 Themodelofmediarichnesshelpsexplainan individualschoiceofcommunicationchannel ChoiceofCommunication Channel Channelsvaryintheircapacitytoconveyinformation Exhibit116 Handlemultiplecuessimultaneously Facilitaterapidfeedback Beverypersonal Arichchannelisonethatcan: Choicedependsonwhetherthemessageisroutine Highperformingmanagerstendtobeverymedia sensitive 2009PrenticeHallInc.Allrightsreserved. 1117 Filtering BarrierstoEffective Communication SelectivePerception Asendersmanipulationofinformationsothatitwill beseenmorefavorablybythereceiver Peopleselectivelyinterpretwhattheyseeonthe basisoftheirinterests,background,experience,and attitudes Aconditioninwhichinformationinflowexceedsan individualsprocessingcapacity Howareceiverfeelsatthetimeamessageis receivedwillinfluencehowthemessageis interpreted. InformationOverload Emotions 2009PrenticeHallInc.Allrightsreserved. 1118 MoreBarrierstoEffective Communication Language Wordshavedifferentmeaningstodifferent people. Unduetensionandanxietyaboutoral communication,writtencommunication,or both CommunicationApprehension Mentendtotalktoemphasizestatuswhile womentalktocreateconnections 1119 2009PrenticeHallInc.Allrightsreserved. GenderDifferences PoliticallyCorrect(PC) Communication Communicationsoconcernedwithbeing inoffensivethatmeaningandsimplicityarelostor freeexpressionishampered Certainwordsdostereotype,intimidate,andinsult Inahighlydiverseworkforcethisisproblematic: Garbagebecomespostconsumerwastematerials Quotasbecomeeducationalequity Womenbecomepeopleofgender Suchnonstandardsanitizingofpotentiallyoffensive wordscanreducetheclarityofmessages 2009PrenticeHallInc.Allrightsreserved. 1120 GlobalImplications Crossculturalfactorsincreasecommunication difficulties CulturalBarriers: Semantics:somewordsarenttranslatable WordConnotations:somewordsimplymultiplemeanings beyondtheirdefinitions ToneDifferences:theacceptablelevelofformalityof language PerceptionDifferences:languageaffectsworldview Theimportanceofsocialcontexttomeaning Lowcontextcultures(liketheU.S.)relyonwordsfor meaning Highcontextculturesgainmeaningfromthewhole situation 2009PrenticeHallInc.Allrightsreserved. Bodylanguageissues:Exhibit119 CulturalContext: 1121 ACulturalGuide Toreduceyourchanceofmakingafaux pasinanotherculture,erronthesideof cautionby: Assumingdifferencesuntilsimilarityisproven Emphasizingdescriptionratherthan interpretationorevaluation Practicingempathyincommunication Treatingyourinterpretationsasworking hypotheses 2009PrenticeHallInc.Allrightsreserved. 1122 SummaryandManagerial Implications Thelessemployeesareuncertain,thegreater theirsatisfaction;goodcommunicationreduces uncertainty! Communicationisimprovedby: Choosingthecorrectchannel Beingagoodlistener Usingfeedback Potentialformisunderstandinginelectronic communicationishigherthanfortraditionalmodes Therearemanybarrierstointernational communicationthatmustbeovercome 2009PrenticeHallInc.Allrightsreserved. 1123 Allrightsreserved.Nopartofthispublicationmaybe reproduced,storedinaretrievalsystem,or transmitted,inanyformorbyanymeans,electronic, mechanical,photocopying,recording,orotherwise, withoutthepriorwrittenpermissionofthepublisher. PrintedintheUnitedStatesofAmerica. Copyright2009Pearson Education,Inc.Publishingas PrenticeHall

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