Transcript Document

Essentials of Organizational Behavior, 9/e
Stephen P. Robbins/Timothy A. Judge
Chapter 10
Communication
10-1
After studying this chapter, you
should be able to:
1.
2.
3.
4.
5.
6.
7.
Describe the communication process
Contrast the advantages and disadvantages of oral
versus written communication
Compare the effectiveness of the chain, wheel and
all-channel networks
Identify the factors affecting the use of the
grapevine
Discuss how computer-aided technology is
changing organizational communication
Identify common barriers to effective
communication
Describe the potential problems in cross-cultural
communication
10-2
Functions of Communication
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•
•
•
Control
Motivation
Emotional expression
Information
10-3
The Communication Process
10-4
Interpersonal Communication
• Oral
• Written
• Non-verbal
10-5
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
10-6
Written Communication
Advantages
Disadvantages
• 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
10-7
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
10-8
Formal Small-Group Networks
10-9
Small-Group Networks and
Effectiveness Criteria
Criteria
Speed
Accuracy
Chain
Moderate
High
Networks
Wheel All Channel
Fast
Fast
High
Moderate
Emergence of a leader Moderate
High
None
Member satisfaction
Low
High
Moderate
10-10
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
10-11
Computer-aided
Communication
•
•
•
•
E-mail
Instant messaging
Intranet and Extranet links
Video-conferencing
10-12
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
10-13
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
10-14
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
10-15
Videoconferencing
• Permits employees to conduct interactive
meetings without being physically in the
same room
• Becoming more
accessible to desktops
with new technology
10-16
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
10-17
Barriers to Effective
Communication
•
•
•
•
•
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Filtering
Selective Perception
Information Overload
Emotions
Language
Communication Apprehension
10-18
Current Issues in Communication
1. Communication barriers between women
and men
2. “Politically Correct” communication
3. Cross-cultural communication
10-19
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
10-20
“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
10-21
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
10-22
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
10-23
Summary
1.
2.
3.
4.
5.
6.
7.
Described the communication process
Contrasted the advantages and disadvantages of
oral versus written communication
Compared the effectiveness of the chain, wheel
and all-channel networks
Identified the factors affecting the use of the
grapevine
Discussed how computer-aided technology is
changing organizational communication
Identified common barriers to effective
communication
Described the potential problems in cross-cultural
communication
10-24