Transcript Document

Essentials of Organizational Behavior, 8/e
Stephen P. Robbins
Chapter 9
Communication
9-1
© 2005 Prentice-Hall
After reading this chapter, you should be able to:
1) Define communication and list its four
functions
2) Describe the communication process
3) Contrast the three common types of
small-group networks
4) Identify factors affecting the use of the
grapevine
5) Define knowledge management and
explain its importance
9-2
© 2005 Prentice-Hall
After reading this chapter, you should be able to:
6) Describe common barriers to effective
communication
7) List four rules for improving cross-cultural
communication
8) Outline behaviors associated with
providing effective feedback
9) Identify the behaviors related to effective
active listening
9-3
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Functions of Communication
•
•
•
•
Control
Motivation
Emotional expression
Information
9-4
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The Communication Process
Message
Sender
Message
Encoding
Message
Channel
Message
Decoding
Receiver
Feedback
9-5
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Communication Channels
• Formal channels • Informal
are established
channels are
by the
spontaneous and
organization and
emerge as a
transmit
response
to
messages that
individual choices
are related to the
professional
• Personal and
activities of
social messages
members
9-6
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Communication Direction
• Downward
• Upward
• Lateral
9-7
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Interpersonal Communication
• Oral
• Written
• Non-verbal
9-8
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Oral Communication
• Advantages
–Speed
–Feedback
• Disadvantages
–Potential for distorted
message
–Content at destination is
different from the original
9-9
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Written Communication
Advantages
Disadvantages
• Provide a tangible and • Time consuming
verifiable record
• Lack of feedback
• Can be stored for an
• No guarantee how
indefinite period of time
reader will interpret it
• Physically available for
later reference
• Well thought-out,
logical, and clear
9-10
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Non-verbal Communication
Two most important messages that body
language conveys are:
(1) the extent to which an individual likes
another and is interested in his views
(2) the relative perceived status between
a sender and receiver
9-11
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Non-verbal Communication
• Intonations
• Facial expression
• Physical distance
9-12
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Formal Small-Group Networks
Chain
Wheel
All-Channel
9-13
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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
9-14
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The Grapevine
• Not controlled by management
• Perceived as being more
believable and reliable
• Largely used to serve selfinterest
9-15
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Computer-aided Communication
•
•
•
•
E-mail
Instant messaging
Intranet and Extranet links
Video-conferencing
9-16
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Instant Messaging
• Fast and inexpensive
means for managers to
stay in touch with
employees
• No delay, no in-box
clutter of messages, and
no uncertainty as to
whether the message
was received
9-17
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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
9-18
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Knowledge Management
• Provides an organization with both
a competitive edge and improved
organizational performance
9-19
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Knowledge Management
• Intellectual assets are now as
important as physical or financial
assets
• As baby boomers begin to leave the
workforce, there’s an increasing
awareness that they represent a
wealth of knowledge that will be lost if
there are no attempts to capture it
9-20
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Knowledge Management
• Well-designed KM system
will reduce redundancy and
make the organization more
efficient
9-21
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Knowledge Management
• KM requires an organizational
culture that promotes values,
and rewards sharing
knowledge
9-22
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Barriers to Effective
Communication
•
•
•
•
•
•
Filtering
Selective Perception
Information Overload
Gender Styles
Emotions
Language
9-23
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Cultural Context
• High-context
• Low-context
cultures - rely
cultures - rely
heavily on nonverbal
essentially on words
and subtle
to convey meaning
situational cues
when
communicating with
others
9-24
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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
9-25
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Implications for Managers
1)
2)
3)
4)
5)
Use Multiple Channels
Use Feedback
Simplify Language
Listen Actively
Constrain Emotions
6) Use the Grapevine
9-26
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Summary
1) Defined communication and listed its
four functions
2) Described the communication process
3) Contrasted the three common types of
small-group networks
4) Identified factors affecting the use of
the grapevine
5) Defined knowledge management and
explain its importance
9-27
© 2005 Prentice-Hall
Summary
6) Described common barriers to effective
communication
7) Listed four rules for improving crosscultural communication
8) Outlined behaviors associated with
providing effective feedback
9) Identified the behaviors related to
effective active listening
9-28
© 2005 Prentice-Hall