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    Organizational Behavior Chapter 9

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    madelayne34
    Communication Defined the process of information being transmitted and understood. E-mail has Altered Communication Now preferred medium for coordinating work. Social network communication clusters people around interests / expertise.

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    © All Rights Reserved
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    Organizational Behavior Chapter 9

    Uploaded by

    madelayne34
    204 views25 pages
    Communication Defined the process of information being transmitted and understood. E-mail has Altered Communication Now preferred medium for coordinating work. Social network communication clusters people around interests / expertise.

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    © © All Rights Reserved

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    PPT, PDF, TXT or read online from Scribd

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    Communication Defined the process of information being transmitted and understood. E-mail has Altered Communication Now preferred medium for coordinating work. Social network communication clusters people around interests / expertise.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    204 views25 pages

    Organizational Behavior Chapter 9

    Uploaded by

    madelayne34
    Communication Defined the process of information being transmitted and understood. E-mail has Altered Communication Now preferred medium for coordinating work. Social network communication clusters people around interests / expertise.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 25
    At a glance
    Powered by AI
    The key takeaways are that effective communication involves transmitting intended meaning between parties and the importance of communication for coordinating work, organizational learning and employee well-being.

    The main components of the communication process model are forming a message, encoding the message, transmitting the message, receiving and decoding the message, and providing feedback.

    Some ways to improve communication between parties include ensuring both parties have the motivation and ability to communicate, share the same 'codebook', have similar mental models of the communication context, and the sender is experienced in communicating the message topic.

    Communicating in Teams and Organizations

    McGraw-Hill/Irwin McShane/Von Glinow OB 5e

    Copyright 2010 by The McGraw-Hill Companies, Inc. All rights reserved.

    Communication Defined

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

    Effective communication
    Transmitting intended meaning

    (not just symbols)

    9-2

    Importance of Communication
    1. Coordinating work activities 2. Organizational learning and decision making

    3. Employee well-being

    9-3

    Communication Process Model


    Sender
    Form message Encode message

    Transmit Message

    Receiver
    Receive encoded message Decode message

    Noise
    Decode feedback Receive feedback Encode feedback Form feedback

    Transmit Feedback

    9-4

    Improving Communication Coding/Decoding


    1.

    Both parties have motivation and ability to communicate through the channel Both parties carry the same codebook

    2.

    3.

    Both parties share similar mental models of the communication context


    Sender is experienced at communicating the message topic

    4.

    9-5

    How E-Mail has Altered Communication

    Now preferred medium for coordinating work

    Tends to increase communication volume


    Significantly alters communication flow Reduces some selective attention biases
    9-6

    Problems with E-Mail

    Communicates emotions poorly

    Reduces politeness and respect


    Inefficient for ambiguous, complex, novel situations Increases information overload
    9-7

    Social Networking Communication


    Social network communication clusters people around interests/expertise Several types of social network communication
    Facebook, MySpace, LinkedIn Online discussion forums Avatar sites (e.g. Second Life) Instant messaging

    Wikis

    9-8

    Nonverbal Communication

    Actions, facial gestures, etc. Influences meaning of verbal symbols Less rule bound than verbal communication

    Important part of emotional labor


    Most is automatic and nonconscious

    9-9

    Emotional Contagion

    The automatic process of sharing another persons emotions by mimicking their facial expressions and other nonverbal behavior Serves three purposes:
    1. Provides continuous feedback to speaker
    2. Increases emotional understanding of the other

    persons experience 3. Communicates a collective sentiment -- sharing the experience

    9-10

    Choosing the Best Communication Channel: Social Acceptance


    How well the communication channel is approved and supported by the organization, team, and individual:
    1. Communication channel

    norms 2. Individual communication channel preferences 3. Symbolic meaning of the communication channel

    9-11

    Choosing the Best Communication Channel: Media Richness


    The channels data-carrying capacity needs to be aligned with the communication activity High richness when channel: 1. conveys multiple cues 2. allows timely feedback 3. allows customized message 4. permits complex symbols

    Use rich communication media when the situation is nonroutine and ambiguous
    9-12

    Hierarchy of Media Richness


    Rich Overloaded Zone

    Media Richness

    Oversimplified Zone

    Lean Routine/clear

    Situation

    Nonroutine/ Ambiguous
    9-13

    Factors that Override Media Richness

    Ability to multi-communicate with lean channels


    More varied proficiency levels

    Social distractions of rich channels

    9-14

    Persuasive Communication

    Changing another persons beliefs and attitudes. Spoken communication is more persuasive because: 1. accompanied by nonverbal communication, adding emotional punch to the message. 2. has high quality immediate feedback whether message is understood and accepted. 3. has high social presence, so receiver is more sensitive to message content and more motivated to accept the message.

    9-15

    Communication Barriers

    Perceptions Filtering Language


    Jargon
    Ambiguity

    Information Overload

    9-16

    Information Overload
    Episodes of information overload

    Information Load

    Employees information processing capacity

    Time

    9-17

    Managing Information Overload

    Solution 1: Increase info processing capacity


    Learn to read faster Scan through documents more efficiently Remove distractions Time management Temporarily work longer hours

    Solution 2: Reduce information load


    Buffering Omitting Summarizing

    9-18

    Cross-Cultural Communication

    Verbal differences
    Language
    Voice intonation Silence/conversational overlaps

    Nonverbal differences
    Interpreting nonverbal meaning Importance of verbal versus

    nonverbal

    Mark M. Lawrence/Corbis

    9-19

    Gender Communication Differences


    Men
    Report talk

    Women
    Rapport talk

    Gives advice quickly and directly


    Conversations are negotiations of status Less sensitive to nonverbal cues

    Gives advice indirectly and reluctantly


    Conversations are bonding events More sensitive to nonverbal cues

    9-20

    Getting Your Message Across


    1. 2. 3. 4.

    Empathize Repeat the message Use timing effectively Be descriptive

    Courtesy of Microsoft.

    9-21

    Active Listening Process & Strategies


    Sensing
    Postpone evaluation Avoid interruptions Maintain interest

    Active Listening
    Responding
    Show interest Clarify the message

    Evaluating
    Empathize Organize information

    9-22

    Communicating in Hierarchies

    Workspace design
    Clustering people in teams Open office arrangements

    Web-based organizational communication


    Wikis -- collaborative document creation Blogs -- personal news/opinion for sharing E-zines -- rapid distribution of company news

    Direct communication with management


    Management by walking around (MBWA) Town hall meetings
    9-23

    Organizational Grapevine

    Early research findings


    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


    Email becoming the main grapevine medium Social networks are now global Public blogs and forums extends gossip to everyone

    9-24

    Grapevine Benefits/Limitations

    Benefits
    Fills in missing information from formal sources
    Strengthens corporate culture Relieves anxiety Signals that problems exist

    Limitations
    Distortions might escalate anxiety Perceived lack of concern for employees when

    company info is slower than grapevine

    9-25

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