Chapter 10 - Communication

Communication

Chapter 10

LO10.1: Define communication and explain why communication by the strict chain of command is often ineffective.

Communication is the process by which information is exchanged between a sender and a receiver.

Effective communication is when the right people receive the right information in a timely manner.

Basics of Organizational Communication

Chain of command: lines of authority and formal reporting relationships.

Downward communication: information that flows from the top of the organization toward the bottom.

Basics of Organizational Communication, cont’d

Upward communication flows from the bottom of the organization upward.

Horizontal communication flows between departments or functional units usually as a means of coordinating effort.

Deficiencies in the Chain of Command

informal communication between members filtering waters down or stops messages:

bad news is especially prone to filtering slowness, especially for horizontal

communications

LO10.2: Explain the factors that contribute to voice versus silence.

Good manager–employee communication increases organizational performance and employee satisfaction.

Voice is the constructive expression of disagreement or concern about work unit or organizational practices.

LO10.2: Explain the factors that contribute to voice versus silence.

Psychological safety is a shared belief that it is safe to take social risks.

It supports voice.

Mum effect is the tendency to avoid communicating unfavourable news to others.

Management and subordinates can both be prone to this.

LO10.3: Explain the organizational grapevine and discuss its main features.

Grapevine is an organization’s informal communication network.

includes verbal & written communication often several grapevines (e.g., office, plant) transmits both organizational & personal

information tends to be more accurate for organizational

information

Who participates in the grapevine?

extroverts more than introverts people looking for personal advantage depends on the nature of the information depends on physical location & mobility of

members

Pros of the grapevine can substitute for formal communications informal recruiting source tests employees’ reactions to new proposals adds interest & diversion to the work setting

Cons of the grapevine can become a rumour mill (e.g., circulating

unverified beliefs) rumours may be prone to distortion, ambiguity

LO10.4: Review the role of verbal and non-verbal communication at work.

Jargon is specialized language used by job holders or members of particular occupations or organizations. provides status and efficiency can serve as a communication barrier for

others (e.g., new comers or outsiders)

Nonverbal communication transmits messages by some medium other than speech or writing.

We tend to use non-verbal cues in forming thoughts & decisions.

Non-verbal communication includes

Body language: communication by means of a sender’s bodily motions, facial expressions, or physical location (relative to the receiver). a general perception is “the body doesn’t lie” demonstrates such things as consideration or

status differences

Non-verbal communication, cont’d

Props, artifacts, and costumes office décor and arrangement clothing promotes certain perceptions and

stereotyping by others clothing also promotes self-esteem and

confidence for the wearer

LO10.5: Discuss gender differences in communication and identify how a failure to recognize these differences can cause communication problems.

Communication differences start early:

Young girls see conversation as a way to develop relationships create networks of connection & intimacy

Young boys see conversation as a way to achieve status within groups maintain independence

Men are better atgetting creditbeing confident and boastingenjoying ritual opposition (debating/arguing)managing up and down

Women tend toask questionsapologize (as a way of expressing concern)give complimentsbe indirect

LO10.6: Discuss challenges relating to cross-cultural communication and identify useful strategies to deter miscommunication.

Cultures differ in underlying values

leading to divergent attitudes

leading to cross-cultural miscommunication.

Cross-cultural miscommunications occur due to:

language differences abruptness, subtleness, etc.

nonverbal communication facial expressions, gestures, eye contact

etiquette & politeness literal vs. implied speech directness vs. indirectness

Miscommunications, cont’d:

social conventions across cultures direct vs. indirect, punctuality degree of loudness nepotism (e.g., obligation to hire relatives)

Cultural context: the cultural information that surrounds a communication episode.

high-context cultures need to know you & your company need time value age & seniority trust context over lengthy contracts literal interpretations are often incorrect

North America, much of Northern Europe, Australia are low-context cultures – decoding of message is more literal than contextual.

LO10.7: Define computer-mediated communication and highlight its strengths and weaknesses.

Computer-mediated communication (CMC) relies on computer technology to facilitate information exchange; e.g., e-mail, chat rooms, teleconferencing, video conferencing. Consider information richness, the potential

information-carrying capacity of a communication medium.

Less routine communication requires a richer communication medium.

Pros of computer-mediated communication vs. face-to-face:

saves time, money & travel can increase number of ideas generated people can “talk” simultaneously erases status differences (e.g., ideas can be

anonymous)

Cons of computer-mediated communication: groups tend to perform more poorly & make less

effective decisions members tend to be less satisfied slow development of trust impulsive messages (flaming): prone to

misinterpretation lack of non-verbal cues

LO10.8: Review personal strategies and organizational initiatives aimed at enhancing communication.

Basic Principles of Effective Communication

Take time and determine the right medium. Be accepting of the other person. Do not confuse the person with the problem. Say what you feel.

congruence (of words, thoughts, feelings & actions) vs. brutal frankness

Basic Principles of Effective Communication, cont’d:

Listen Actively: watch your body language paraphrase what the speaker means show empathy ask questions wait out pauses

Basic Principles of Effective Communication, cont’d:

Give timely & specific feedback. Assume differences until you know otherwise. Recognize differences within cultures. Watch your language (and theirs).

Organizational approaches to improve communication:

Provide adequate explanations and take care how the message is delivered.

360-degree feedback: performance appraisal that uses the input of supervisors, employees, peers, and clients or customers of the appraised individual.

Cont’d

Employee Survey: an anonymous questionnaire that enables employees to state their candid opinions and attitudes about an organization and its practices.

Employee Feedback: Communication is enhanced when information is “fed” back to employees along with management response & plans for changes.

Cont’d

Suggestion Systems: programs designed to enhance upward communication by soliciting ideas for improved work operations from employees. Rewards for implemented suggestions

increase the effectiveness of the system.

Cont’d

Query Systems provide a formal means of answering employee questions.

Telephone hotlines, intranets, and webcasts provide a venue for queries, disseminating company news, crisis communication or for employees to communicate information to the company.

Cont’d

Management Training communication skills develop with

practice need to balance social-emotional and

task demands effective downward communication

promotes reciprocity by receiver

Chapter 10 - Communication

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