Robbins eob9 inst_ppt_10

10-1

Communication

Chapter 10

Essentials of Organizational Behavior, 9/e

Stephen P. Robbins/Timothy A. Judge

10-2

After studying this chapter, you should be able to:

1. Describe the communication process2. Contrast the advantages and disadvantages of oral

versus written communication3. Compare the effectiveness of the chain, wheel and

all-channel networks4. Identify the factors affecting the use of the

grapevine5. Discuss how computer-aided technology is

changing organizational communication6. Identify common barriers to effective

communication7. Describe the potential problems in cross-cultural

communication

10-3

Functions of Communication

• Control

• Motivation

• Emotional expression

• Information

10-4

The Communication Process

10-5

Direction of Communication

• Downward – flows from one level to a lower level

• Upward – flows to a higher level

• Lateral – between people at the same level

10-6

Interpersonal Communication

• Oral

• Written

• Non-verbal

10-7

Oral Communication

• Advantages Speed Feedback

• Disadvantages Potential for distorted message when passed

through a number of people Content at destination may be different from

the original

10-8

Written Communication

• 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

Advantages Disadvantages

10-9

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

10-10

Formal Small-Group Networks

10-11

Small-Group Networks and Effectiveness Criteria

10-12

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

10-13

Computer-aided Communication

• E-mail

• Instant messaging

• Intranet and Extranet links

• Video-conferencing

10-14

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

10-15

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 e-mail for long messages that need to be saved

• Some find it intrusive and distracting

10-16

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

10-17

Videoconferencing

• Permits employees to conduct interactive meetings without being physically in the same room

• Becoming more accessible to desktops with new technology

10-18

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

10-19

Importance of Knowledge Management

• Intellectual assets are now as important as physical or financial assets

• An increasing awareness that retiring workers represent a wealth of knowledge that will be lost if there are no attempts to capture it

• Well-designed KM system will reduce redundancy and make the organization more efficient

10-20

Barriers to Effective Communication

• Filtering

• Selective Perception

• Information Overload

• Emotions

• Language

• Communication Apprehension

10-21

Current Issues in Communication

1. Communication barriers between women and men

2. “Politically Correct” communication

3. Cross-cultural communication

10-22

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

10-23

“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

10-24

Cultural Barriers

1. Semantics – words mean different things to different people

2. Word connotations – words imply different things in different languages

3. Tone differences – in some cultures tone changes depending on context

4. Differences among perceptions – different world views

10-25

Cultural Context

High-context cultures Rely heavily on nonverbal and subtle situational cues when communicating with others

Low-context cultures Rely essentially on words to convey meaning

10-26

A Cultural Guide

1. Assume differences until similarity is proved

2. Emphasize description rather than interpretation or evaluation

3. Practice empathy

4. Treat your interpretation as a working hypothesis

10-27

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

10-28

Summary

1. Described the communication process2. Contrasted the advantages and disadvantages of

oral versus written communication3. Compared the effectiveness of the chain, wheel

and all-channel networks4. Identified the factors affecting the use of the

grapevine5. Discussed how computer-aided technology is

changing organizational communication6. Identified common barriers to effective

communication7. Described the potential problems in cross-cultural

communication