Lecture 6 (Chapter 11 Communication)

Communication

Riki Takeuchi, Fall 2013

CHAPTER 11

Learning objectives

• Communication functions and process

• Communication channels

• Verbal and nonverbal communication

• Information technologies and communication

• Media richness

• Communication barriers

• Improving interpersonal communication

• Organizational communication

Riki Takeuchi, Fall 2015

Communication •The process by which information is transmitted and understood between two or more people

•Transmitting the sender’s intended meaning (not just symbols) is the essence of good communication

Riki Takeuchi, Fall 2015

Functions of communication

•Coordinating work activities

•Fulfilling drive to bond

•Knowledge management

•Decision making

Riki Takeuchi, Fall 2015

Communication process model

Receiver

Decode message

Encode feedback

Form feedback

Sender

Form message

Encode message

Decode feedback

Transmit Message

Transmit Feedback

Noise

Receive encoded message

Receive feedback

Channel

Riki Takeuchi, Fall 2015

Communication channels

•Verbal

•Face-to-face interaction

•Oral and written communication

•Nonverbal

•Actions, facial expressions, gestures, voice intonation, physical distance, silence

•As parallel conversation in face-to-face meetings

Riki Takeuchi, Fall 2015

Voice intonation

Placement of the emphasis

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

Why don’t I take you to dinner tonight?

What it means

I was going to take someone else.

Instead of the guy you were going with.

I can’t find a reason why I shouldn’t take you.

Do you have a problem with me?

It’s my treat.

Instead of a drink.

Not tomorrow night.

Riki Takeuchi, Fall 2015

Characteristics of nonverbal communication •Less rule bound

•More ambiguous and susceptible to misinterpretation

•Some facial expressions are hardwired and universal

•Automatic and unconscious

•Important part of emotional labor

Riki Takeuchi, Fall 2015

Choosing the right channel: Media richness

Oversimplified Zone

Overloaded Zone

Nonroutine/ ambiguous

Rich

Media Richness

Situation

Lean

Routine/ clear

Multiple forms of

exchange?

Immediate feedback?

Customized?

Riki Takeuchi, Fall 2015

Communication barriers •Imperfect perceptual process

•Filtering

•Language

•Ambiguity

•Jargon

•Information overload

•Cross-cultural communication

•Gender differences

Riki Takeuchi, Fall 2015

Information overload

Episodes of information overload

Employee’s information processing capacity

Time

Information Load

Riki Takeuchi, Fall 2015

Managing information overload

• Increase information processing capacity

•Read faster

•Scan through documents more efficiently

•Remove distractions

•Time management

•Temporarily work longer hours

•Reduce information load

•Buffering

•Omitting

•Summarizing

Riki Takeuchi, Fall 2015

Cross-cultural communication

•Verbal differences

•Language

•Vocabulary

•Accent

•Conversation overlaps

Riki Takeuchi, Fall 2015

Cross-cultural communication

•Verbal differences

•Language

•Vocabulary

•Accent

•Conversation overlaps

•Nonverbal differences

•Silence

•Interpreting nonverbal meaning

Riki Takeuchi, Fall 2015

Gender communication differences

Men Women

Gives advice quickly and directly

Gives advice indirectly and reluctantly

Report talk Rapport talk

Conversations are negotiations of status

Conversations are bonding events

Less sensitive to nonverbal cues

More sensitive to nonverbal cues

Riki Takeuchi, Fall 2015

Communication barriers

•Imperfect perceptual process

•Filtering

•Language

•Ambiguity

•Jargon

•Information overload

•Cross-cultural communication

•Gender differences

Other barriers?

Riki Takeuchi, Fall 2015

Getting your message across

•Empathize

•Repeat the message

•Use timing effectively

•Be descriptive rather than evaluative

•Assume differences until similarity is proven in cross-cultural communication

Riki Takeuchi, Fall 2015

Active listening process and strategies

Active Listening

Sensing • Postpone evaluation • Avoid interruptions • Maintain interest

Evaluating • Empathize

• Organize information

Responding • Show interest

• Clarify the message

Riki Takeuchi, Fall 2015

Communicating in organizational hierarchies

•Work space design

•Physical space

•Balance between privacy and social interactions

•Web-based information sources

•E-zines, blogs, wikis

•Employee surveys

•Monitor employee morale and attitudes

•Direct communication with management

•Management by walking around (MBWA) Riki Takeuchi, Fall 2015

Organizational grapevine •Traditional grapevine characteristics

•Transmits information rapidly in all directions

•Follows a cluster chain pattern

•More active in homogeneous groups

•Transmits some degree of truth

•Changes due to internet

•Grapevine media

•Social networks are now global

•Public blogs and forums extends gossip to everyone

Riki Takeuchi, Fall 2015

Grapevine benefits and limitations

•Benefits

•Supplements information

•Strengthens corporate culture

•Relieves anxiety

•Fulfills the drive to bond

•Limitations

•Distortions might escalate anxiety

•Perceived lack of concern for employees when company information is slower than grapevine

Riki Takeuchi, Fall 2015