Communication in Organizations Chapter 9. © Copyright 2003, Prentice Hall 2 Learning Objectives 1. Describe the process of communication and its role.

CommunicationCommunicationin Organizationsin Organizations

Chapter 9Chapter 9

2 © Copyright 2003, Prentice Hall

Learning ObjectivesLearning Objectives

1. Describe the process of communication and its role in organizations.

2. Identify various forms of verbal media used in organizations, and explain which ones are most appropriate for communicating messages of different types.

3. Explain how style of dress and the use of time and space are used to communicate nonverbally in organizations.

4. Describe various types of individual differences with respect to how people communicate with each other.

5. Describe the formal and informal forces that are responsible for communication in organizations.

6. Explain the various things you can do to improve your effectiveness as a communicator in organizations.

© Copyright 2003, Prentice Hall 3

CommunicationCommunication

The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver)


Communication ConceptsCommunication Concepts

EncodingEncoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message).

Channels of CommunicationChannels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail).

DecodingDecoding: The process by which a receiver of messages transforms them back into the sender’s ideas.

FeedbackFeedback: Knowledge about the impact of messages on receivers.

NoiseNoise: Factors capable of distorting the clarity of messages at any point during the communication process.


The Communication The Communication ProcessProcess


Purposes of Purposes of CommunicationCommunication

To direct action To achieve

coordinated action To share

information To develop

friendships To build trust and

acceptance


Verbal CommunicationVerbal Communication

The transmission of messages using words, either written or spoken.

Traditional Verbal MediaTraditional Verbal Media: Forms of communication that do not depend on the use of computers.

Computer-Mediated CommunicationComputer-Mediated Communication: Forms of communication that depend on the use of computers.


Traditional Verbal MediaTraditional Verbal Media

Forms of communication that do not depend on the use of computers.– Face-to-face discussion– Telephone– Memos and letters– Newsletters– Employee handbook– Flyers and bulletins


Computer-Mediated Computer-Mediated CommunicationCommunication

Forms of communication that depend on the use of computers.– E-mail– Instant messaging– Video-mediated communication– Speech technology


Continuum of Communication Continuum of Communication MediaMedia


Communication Communication EffectivenessEffectiveness

Communication is most effective when it uses multiple channels, such as using both oral and written messages.– Oral messages are useful in getting people’s attention and

allow for immediate two-way communication.– Following up in writing makes the message more

permanent. A medium’s effectiveness depends on how

appropriate it is for the kind of message being sent.– Oral media are more effective when messages are

ambiguous.– Written media are more effective when messages are

clear.


Media GuidelinesMedia Guidelines


Nonverbal CommunicationNonverbal Communication

The transmission of messages without the use of words.

Types– Style of DressStyle of Dress: Communicating by appearance.– TimeTime: The waiting game.– SpaceSpace: What does its use say about you?

Both verbal and nonverbal channels are important sources of information used in conjunction with each other in the process of communication.


Individual DifferencesIndividual Differences

Personal Communication StylePersonal Communication Style: The consistent ways people go about communicating with others.Gender DifferencesGender Differences: Men tend to reinforce their status when they talk, whereas women tend to downplay it.Cross-Cultural DifferencesCross-Cultural Differences: Cultures vary in terms of the vocabularies they use, the meaning of similar terms, and the norms for using certain words.


Personal Communication Personal Communication StylesStyles


Differences in Cultural Differences in Cultural NormsNorms


Types of CommunicationTypes of Communication

Formal

The sharing of messages regarding the official work of the organization

Formal

The sharing of messages regarding the official work of the organization

Informal

The sharing of unofficial messages, ones that go beyond the organization’s formal activities

Informal

The sharing of unofficial messages, ones that go beyond the organization’s formal activities


Formal CommunicationFormal Communication

Organizational StructureOrganizational Structure: The formally prescribed pattern of interrelationships existing between the various units of an organization.

Organizational ChartOrganizational Chart: A diagram showing the formal structure of an organization, indicating who is to communicate with whom.

Types of CommunicationTypes of Communication:– Downward– Upward– Horizontal

Mum EffectMum Effect: The reluctance to transmit bad news, shown either by not transmitting the message at all or by delegating the task to someone else.


Formal CommunicationFormal Communication


Informal CommunicationInformal Communication

Old-Boys NetworkOld-Boys Network: A gender-segregated informal communication network composed of men with similar backgrounds.

Snowball EffectSnowball Effect: The tendency for people to share informal information with others with whom they come into contact.

GrapevineGrapevine: An organization’s informal channels of communication, based mainly on friendship or acquaintance.

RumorsRumors: Information with little basis in fact, often transmitted through informal channels.


Informal Communication Informal Communication NetworksNetworks


Internal vs. External Internal vs. External CommunicationCommunication

Research has shown that executives tend to communicate differently when sending messages inside and outside their organizations.


Improving Communication Improving Communication SkillsSkills Use simple, clear language Become an active, attentive listener Gauge the flow of information Give and receive feedback Be a supportive communicator Use inspirational communication

tactics


Use Simple, Clear Use Simple, Clear LanguageLanguage

Using needlessly formal language imposes a serious barrier to communication.JargonJargon: The specialized language used by a particular group (e.g., people within a profession).K.I.S.S. PrincipleK.I.S.S. Principle: A basic principle of communication advising that messages should be as short and simple as possible (an abbreviation for keep it short and simple).


Examples of AmbiguityExamples of Ambiguity


Become an Active ListenerBecome an Active Listener

Tips for active listening:Ask questions and put the speaker’s ideas into your own words.Avoid jumping to conclusions or evaluating the speaker’s remarks.Make sure you understand another’s ideas before you formulate your reply.

HURIER ModelHURIER Model: The conceptualization that describes effective listening as made up of the following six components: Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding.


The HURIER ModelThe HURIER Model


Information OverloadInformation Overload


Information OverloadInformation Overload

When systems are overloaded, distortiondistortion and omissionomission are likely result.

Strategies for avoiding these problems:– RedundancyRedundancy: Transmitting messages via

multiple channels.

– VerificationVerification: Ensuring that messages have been received accurately by having them repeated back.


FeedbackFeedback

360-360-degree Feedbackdegree FeedbackSuggestion SystemsSuggestion Systems: Procedures that provide formal mechanisms to employees for presenting their ideas to the company.Corporate HotlinesCorporate Hotlines: Telephone lines staffed by experts ready to answer employees’ questions, listen to their comments, and the like.Informal MeetingsInformal MeetingsEmployee SurveysEmployee Surveys


Supportive Supportive CommunicationCommunication

Any communication that is accurate and honest and that builds and enhances relationships instead of jeopardizing them.

Invalidating LanguageInvalidating Language: Language that arouses negative feelings about one’s self-worth.

Validating LanguageValidating Language: Language that makes people feel recognized and accepted for who they are.

Conjunctive StatementsConjunctive Statements: Statements that keep conversations going by connecting one speaker’s remarks to another’s.

Disjunctive StatementsDisjunctive Statements: Statements that are disconnected from a previous statement, tending to bring conversations to a close.


Inspirational Inspirational CommunicationCommunication Project confidence and power with

emotion-provoking words Be credible Pitch your message to the listener Cut through the clutter Avoid “junk words” that dilute your

message Use front-loaded messages


Projecting ConfidenceProjecting Confidence

Communication in Organizations Chapter 9. © Copyright 2003, Prentice Hall 2 Learning Objectives 1. Describe the process of communication and its role.

Documents

process of communication

channels of communication

written messages

oral messages

receiver of messages

impact of messages

clarity of messages

use of computers