14 Communicating Effectively in Organizations

Understanding and Managing Organizational Behavior Fifth Edition

Jennifer M. George Gareth R. Jones

Image from opening case ©2007 Prentice Hall

Learning Objectives

 Describe the four main functions of communication and differentiate between different kinds of communications networks  Discuss the steps in the communications process and the requirements for successful communication to take place  Differentiate between the main kinds of barriers to communication and explain how they can reduce the effectiveness of communication ©2007 Prentice Hall 14-2

Learning Objectives

 Identify the main kinds of communication media and explain how they vary along the dimension of information richness  Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others ©2007 Prentice Hall 14-3

Communicating to Employees



Why is communication so important?

 Chrysler’s Tom LaSorda – Union relations – Employee prospects ©2007 Prentice Hall 14-4

What Is Communication?

 Sharing of information with other people  Reaching of a common understanding – Accuracy, not agreement 14-5 ©2007 Prentice Hall

Exhibit 14.1 Functions of Communication

Providing knowledge Controlling/ coordinating Functions Motivating Expressing feelings ©2007 Prentice Hall 14-6

Communication at J. Crew

14-7 ©2007 Prentice Hall

Motivating Organizational Members

 Expectancy theory suggests that managers should – Determine what outcome subordinates seek – Link outcomes to good performance – Reassure employees of the potential for good performance ©2007 Prentice Hall 14-8

14-9

Communication Networks

A

communication network

is a set of pathways through which information flows within a group or organization ©2007 Prentice Hall

Exhibit 14.2a Wheel Network

Leader Member 14-10 ©2007 Prentice Hall

Exhibit 14.2b Chain Network

Assembly Line worker 14-11 ©2007 Prentice Hall

Exhibit 14.2c Circle Network

Task Force Member 14-12 ©2007 Prentice Hall

Exhibit 14.2d All-Channel Network

Top Management Team 14-13 ©2007 Prentice Hall

Exhibit 14.3 Simple Organizational Chart

14-14 ©2007 Prentice Hall

Exhibit 14.4 An Example of Actual Communication Patterns

14-15 ©2007 Prentice Hall

Informal Communication Networks  Advice network  Trust network  Communication network 14-16 ©2007 Prentice Hall

Exhibit 14.5 The Communication Process

14-17 ©2007 Prentice Hall

Media for Message Transmission

Verbal Communication  Face-to-face oral  Oral via telephone  Written via memo, letter, report, email, fax Nonverbal Communication  Facial expressions  Body language  Mode of dress ©2007 Prentice Hall 14-18

14-19

Dressing for Success

©2007 Prentice Hall

Exhibit 14.6 Barriers to Effective Communication

14-20 ©2007 Prentice Hall

Linguistic Style

 Tone of voice  Volume  Speed  Use of pauses  Directness or indirectness  Choice of words  Use of questions  Use of jokes  Willingness to take credit for ideas ©2007 Prentice Hall 14-21

Approaches to Diversity Training

14-22  Panel of minority members describe/ share personal experiences  Members of organization work with people who are different from themselves ©2007 Prentice Hall

Improving Listening

       Give sender undivided attention Look sender in the eye Do not interrupt Focus on understanding what you are hearing Ask questions Rephrase key points Avoid distracting sender ©2007 Prentice Hall 14-23

14-24

Information Richness

Information richness

is the amount of information a medium of communication can carry and the extent to which it enables senders and receivers to reach a common understanding ©2007 Prentice Hall

14-25

Exhibit 14.7

Information Richness

©2007 Prentice Hall

Trade-Offs in Choice of Media

Information Richness Information Richness Amount of Time Need for Paper Trail ©2007 Prentice Hall 14-26

Intranets

 Directories  Manuals  Product specifications  Delivery schedules  Minutes of meetings  Current financial performance 14-27 ©2007 Prentice Hall

14-28

Alteon Websystems

©2007 Prentice Hall