Download 10: Communication

Essentials of
Organizational Behavior, 10/e
Stephen P. Robbins & Timothy A. Judge
Chapter 10
Communication
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall
10-1
After studying this chapter, you
should be able to:
1. Describe the communication process and distinguish
between formal and informal communication.
2. Contrast downward, upward, and lateral communication
and provide examples of each.
3. Contrast oral, written, and nonverbal communication.
4. Contrast formal communication networks and the
grapevine.
5. Identify common barriers to effective communication.
6. Show how to overcome the potential problems in crosscultural communication.
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The Communication Process
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Channels of Communication
Formal
• Path follows the authority
chain
• Messages relate to
professional activities
Informal
• Spontaneous channels
from individual choice
• Messages often personal
or social
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The Communication Process
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Direction of Communication
Executive
Upward
Manager
Downward
Lateral
Manager
Manager
Employee
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Interpersonal
Communication
Three Forms:
• Oral
• Written
• Nonverbal
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Oral Communication
• Advantages
 Speed
 Feedback
 Simple to Correct
• Disadvantages
 Potential for distorted message when passed
through a number of people
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Written Communication
Disadvantages
Advantages
• 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
• May not be read
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Nonverbal
Communication
• Body language conveys:
 The extent of affinity for another
 The relative perceived status
between a sender and receiver
• Meaning changes with:
 Intonation
 Facial Expression
 Physical Distance
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Formal Small-Group
Networks
• Chain gives best accuracy
• Wheel facilitates leadership development
• All-Channel provides member satisfaction
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The Grapevine
• Emerges when:
 Situation is important
 Ambiguity exists
 Situation causes anxiety
• Three Characteristics:
 Not controlled by management
 Perceived as being more believable and reliable (and
often is)
 Largely used to serve self-interest of those willing to
communicate
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Electronic Communication
• E-mail
• Instant and Text
Messaging
• Web Logs (Blogs)
• Videoconferencing
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E-Mail
Limitations
• Easy to misinterpret
• Should not be used for
negative messages
• Overused and
overwhelms
• People are emotionally
disinhibited
• Privacy concerns
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IM & TM
> Deal?
> OMG y!
> ;)
> BRB-BOS
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• Essentially real-time
• Inexpensive
• Good for short
messages
• Some find it intrusive
and distracting
• May be inappropriate
for formal business
messages
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Social Networking Software
• Explosive growth area.
• Facebook® and MySpace ®
• Individuals post information
about themselves publicly –
seen by:
 Potential employers
 Current employers
 Police, federal agencies…
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Web Logs (Blogs)
• Another public private
space
• Web sites about a single
person or company
usually updated daily
• May be used to gather
information from
customers
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Videoconferencing
• Permits employees to
conduct interactive
meetings without being
physically in the same
room
• Conserves travel funds
• Becoming more
accessible as costs drop
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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
• Needs systemic approach
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Barriers to Effective
Communication
•
•
•
•
•
•
Filtering
Selective Perception
Information Overload
Emotions
Language
Communication
Apprehension
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Global Implications
Cultural Communication 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 in Perception – different world
views
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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
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Implications for Managers
• Removing the uncertainty leads to greater
satisfaction:
 Communicate via multiple channels
 Reduce distortion and incongruities for clarity
• Use electronic media wisely and carefully
• Cultural communication barriers can be
overcome with understanding
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Keep in Mind…
• Each communication direction has its own
challenge that must be overcome
• Each form of communication has an
optimal purpose and specific limitations –
use appropriately
• Communication barriers often retard or
distort communication
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Summary
1. Described the communication process and distinguished
between formal and informal communication.
2. Contrasted downward, upward, and lateral
communication and provided examples of each.
3. Contrasted oral, written, and nonverbal communication.
4. Contrasted formal communication networks and the
grapevine.
5. Identified common barriers to effective communication.
6. Showed how to overcome the potential problems in
cross-cultural communication.
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall
10-25
All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted,
in any form or by any means, electronic, mechanical,
photocopying, recording, or otherwise, without the prior
written permission of the publisher. Printed in the
United States of America.
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