Chapter 15: Communication
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Chapter 15: Chapter 15: CommunicationCommunication
Creating Effective Creating Effective OrganizationsOrganizations
Communications for Communications for Effective OrganizationsEffective Organizations1.1. Individual employees must have effective Individual employees must have effective
interpersonal communications to share ideas interpersonal communications to share ideas and information as well as collaborate with and information as well as collaborate with others. Effective communication consists of others. Effective communication consists of following appropriate problem solving following appropriate problem solving strategies to resolve conflicts. Effective strategies to resolve conflicts. Effective listening and supportive communication are listening and supportive communication are often the keys to good communication.often the keys to good communication.
2.2. Communications networks and Communications networks and communications roles can help or hinder the communications roles can help or hinder the performance of the organization. Managers performance of the organization. Managers need to assess the effectiveness of the need to assess the effectiveness of the organization’s key communications networks to organization’s key communications networks to ensure that employees are getting timely and ensure that employees are getting timely and appropriate communications to complete their appropriate communications to complete their work.work.
3.3. Managers should foster a culture that Managers should foster a culture that encourages open communications.encourages open communications.
The Communication The Communication ProcessProcess
EncodinEncodingg
ProcessProcess
DecodinDecodingg
ProcessProcess
EncodinEncodingg
DecodinDecodingg
MessageMessageandand
ChannelChannel
FeedbackFeedback
PerceivedPerceivedMessageMessage
IntendedIntendedMessageMessage
The The sourcesource with information with informationTo communicateTo communicate The The receiverreceiver who receives the who receives the
message and provides feedbackmessage and provides feedback= Noise= Noise
Interpersonal Interpersonal Communications Communications ModelModel
Colleague Colleague OutcomesOutcomes
1.1. Role clarityRole clarity2.2. Satisfaction with Satisfaction with
local personlocal person3.3. General job General job
satisfactionsatisfaction4.4. Work unit Work unit
effectivenesseffectiveness
Focal Person’sFocal Person’sCommunication StyleCommunication Style
1.1. Careful transmissionCareful transmission2.2. Open and two-wayOpen and two-way3.3. FrankFrank4.4. Careful listeningCareful listening5.5. InformalInformal
Internalized EffectInternalized Effecton Colleagueon Colleague(determined by the(determined by thecredibility of focal credibility of focal person)person)
1.1. TrustworthyTrustworthy2.2. InformativeInformative
Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, (New York Academic Press, 1982), p. 69. Used by permission.(New York Academic Press, 1982), p. 69. Used by permission.
Principles of Principles of Supportive Supportive CommunicationCommunication DescriptiveDescriptive Problem-OrientedProblem-Oriented FlexibleFlexible OwnedOwned
Effective Effective Communication Communication ResponsesResponses Probing Probing ReinterpretiveReinterpretive ReflectiveReflective
Ineffective Ineffective Communication Communication ResponsesResponses EvaluativeEvaluative Confrontive/ForcingConfrontive/Forcing DivertingDiverting PacifyingPacifying
Communication Communication NetworksNetworks
WheelWheelCircleCircle
ChainChain
YY All-ChannelAll-Channel
Communication RolesCommunication Roles
GatekeepersGatekeepersIndividuals Individuals who control who control the flow of the flow of communicatiocommunication through a n through a communicatiocommunication channeln channel
Communication RolesCommunication Roles
LiaisonsLiaisonsIndividuals Individuals who connect who connect two or more two or more groups within groups within an an organization organization without without belonging to belonging to either groupeither group
Communication RolesCommunication Roles
Opinion Opinion LeadersLeadersIndividuals Individuals who who informally informally influence the influence the attitudes and attitudes and behaviors of behaviors of other group other group membersmembers
Communication RolesCommunication Roles
Boundary Boundary SpannersSpannersIndividuals who Individuals who communicate with communicate with the organization’s the organization’s environmentenvironment
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