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CommunicationCommunicationin Organizationsin Organizations
Chapter 9Chapter 9
2 © Copyright 2003, Prentice Hall
Learning ObjectivesLearning Objectives
1. Describe the process of communication and its role in organizations.
2. Identify various forms of verbal media used in organizations, and explain which ones are most appropriate for communicating messages of different types.
3. Explain how style of dress and the use of time and space are used to communicate nonverbally in organizations.
4. Describe various types of individual differences with respect to how people communicate with each other.
5. Describe the formal and informal forces that are responsible for communication in organizations.
6. Explain the various things you can do to improve your effectiveness as a communicator in organizations.
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CommunicationCommunication
The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver)
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Communication ConceptsCommunication Concepts
EncodingEncoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message).
Channels of CommunicationChannels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail).
DecodingDecoding: The process by which a receiver of messages transforms them back into the sender’s ideas.
FeedbackFeedback: Knowledge about the impact of messages on receivers.
NoiseNoise: Factors capable of distorting the clarity of messages at any point during the communication process.
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The Communication The Communication ProcessProcess
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Purposes of Purposes of CommunicationCommunication
To direct action To achieve
coordinated action To share
information To develop
friendships To build trust and
acceptance
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Verbal CommunicationVerbal Communication
The transmission of messages using words, either written or spoken.
Traditional Verbal MediaTraditional Verbal Media: Forms of communication that do not depend on the use of computers.
Computer-Mediated CommunicationComputer-Mediated Communication: Forms of communication that depend on the use of computers.
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Traditional Verbal MediaTraditional Verbal Media
Forms of communication that do not depend on the use of computers.– Face-to-face discussion– Telephone– Memos and letters– Newsletters– Employee handbook– Flyers and bulletins
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Computer-Mediated Computer-Mediated CommunicationCommunication
Forms of communication that depend on the use of computers.– E-mail– Instant messaging– Video-mediated communication– Speech technology
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Continuum of Communication Continuum of Communication MediaMedia
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Communication Communication EffectivenessEffectiveness
Communication is most effective when it uses multiple channels, such as using both oral and written messages.– Oral messages are useful in getting people’s attention and
allow for immediate two-way communication.– Following up in writing makes the message more
permanent. A medium’s effectiveness depends on how
appropriate it is for the kind of message being sent.– Oral media are more effective when messages are
ambiguous.– Written media are more effective when messages are
clear.
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Media GuidelinesMedia Guidelines
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Nonverbal CommunicationNonverbal Communication
The transmission of messages without the use of words.
Types– Style of DressStyle of Dress: Communicating by appearance.– TimeTime: The waiting game.– SpaceSpace: What does its use say about you?
Both verbal and nonverbal channels are important sources of information used in conjunction with each other in the process of communication.
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Individual DifferencesIndividual Differences
Personal Communication StylePersonal Communication Style: The consistent ways people go about communicating with others.Gender DifferencesGender Differences: Men tend to reinforce their status when they talk, whereas women tend to downplay it.Cross-Cultural DifferencesCross-Cultural Differences: Cultures vary in terms of the vocabularies they use, the meaning of similar terms, and the norms for using certain words.
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Personal Communication Personal Communication StylesStyles
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Differences in Cultural Differences in Cultural NormsNorms
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Types of CommunicationTypes of Communication
Formal
The sharing of messages regarding the official work of the organization
Formal
The sharing of messages regarding the official work of the organization
Informal
The sharing of unofficial messages, ones that go beyond the organization’s formal activities
Informal
The sharing of unofficial messages, ones that go beyond the organization’s formal activities
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Formal CommunicationFormal Communication
Organizational StructureOrganizational Structure: The formally prescribed pattern of interrelationships existing between the various units of an organization.
Organizational ChartOrganizational Chart: A diagram showing the formal structure of an organization, indicating who is to communicate with whom.
Types of CommunicationTypes of Communication:– Downward– Upward– Horizontal
Mum EffectMum Effect: The reluctance to transmit bad news, shown either by not transmitting the message at all or by delegating the task to someone else.
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Formal CommunicationFormal Communication
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Informal CommunicationInformal Communication
Old-Boys NetworkOld-Boys Network: A gender-segregated informal communication network composed of men with similar backgrounds.
Snowball EffectSnowball Effect: The tendency for people to share informal information with others with whom they come into contact.
GrapevineGrapevine: An organization’s informal channels of communication, based mainly on friendship or acquaintance.
RumorsRumors: Information with little basis in fact, often transmitted through informal channels.
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Informal Communication Informal Communication NetworksNetworks
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Internal vs. External Internal vs. External CommunicationCommunication
Research has shown that executives tend to communicate differently when sending messages inside and outside their organizations.
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Improving Communication Improving Communication SkillsSkills Use simple, clear language Become an active, attentive listener Gauge the flow of information Give and receive feedback Be a supportive communicator Use inspirational communication
tactics
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Use Simple, Clear Use Simple, Clear LanguageLanguage
Using needlessly formal language imposes a serious barrier to communication.JargonJargon: The specialized language used by a particular group (e.g., people within a profession).K.I.S.S. PrincipleK.I.S.S. Principle: A basic principle of communication advising that messages should be as short and simple as possible (an abbreviation for keep it short and simple).
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Examples of AmbiguityExamples of Ambiguity
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Become an Active ListenerBecome an Active Listener
Tips for active listening:Ask questions and put the speaker’s ideas into your own words.Avoid jumping to conclusions or evaluating the speaker’s remarks.Make sure you understand another’s ideas before you formulate your reply.
HURIER ModelHURIER Model: The conceptualization that describes effective listening as made up of the following six components: Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding.
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The HURIER ModelThe HURIER Model
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Information OverloadInformation Overload
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Information OverloadInformation Overload
When systems are overloaded, distortiondistortion and omissionomission are likely result.
Strategies for avoiding these problems:– RedundancyRedundancy: Transmitting messages via
multiple channels.
– VerificationVerification: Ensuring that messages have been received accurately by having them repeated back.
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FeedbackFeedback
360-360-degree Feedbackdegree FeedbackSuggestion SystemsSuggestion Systems: Procedures that provide formal mechanisms to employees for presenting their ideas to the company.Corporate HotlinesCorporate Hotlines: Telephone lines staffed by experts ready to answer employees’ questions, listen to their comments, and the like.Informal MeetingsInformal MeetingsEmployee SurveysEmployee Surveys
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Supportive Supportive CommunicationCommunication
Any communication that is accurate and honest and that builds and enhances relationships instead of jeopardizing them.
Invalidating LanguageInvalidating Language: Language that arouses negative feelings about one’s self-worth.
Validating LanguageValidating Language: Language that makes people feel recognized and accepted for who they are.
Conjunctive StatementsConjunctive Statements: Statements that keep conversations going by connecting one speaker’s remarks to another’s.
Disjunctive StatementsDisjunctive Statements: Statements that are disconnected from a previous statement, tending to bring conversations to a close.
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Inspirational Inspirational CommunicationCommunication Project confidence and power with
emotion-provoking words Be credible Pitch your message to the listener Cut through the clutter Avoid “junk words” that dilute your
message Use front-loaded messages
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Projecting ConfidenceProjecting Confidence
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