Chapter 9 Communication Michael A Hitt C Chet

Chapter 9 Communication Michael A. Hitt C. Chet Miller Adrienne Colella Slides by Ralph R. Braithwaite 9 -1

Communication Casualties • What were some of the communication issues before, during, and after Hurricane Katrina? • What recommendations would you make to avoid • another communication disaster such as this? What types of communication problems have you encountered in your work or school environment? Hurricane Katrina Exploring Behavior in Action 9 -2

Strategic Importance of Communication • Some private companies developed a carefully • arranged crisis communication plan to deal with disasters such as Katrina. Should every type of organization – public and private – have some type of effective plan? 9 -3

Knowledge Objectives 1. Explain why communication is strategically important to 2. 3. 4. 5. 6. organizations. Describe the communication process. Discuss important aspects of communication within organizations, including networks and the direction of communication flow. Define interpersonal communication and discuss the roles of formal versus informal communication, communication media, communication technology, and nonverbal communication in the interpersonal communication process. Describe organizational and individual barriers to effective communication. Understand how organizations and individuals can overcome communication barriers. 9 -4

What is Communication? The sharing of information between two or more people to achieve a common understanding about an object or situation. Success occurs when the person receiving the message understands it in the way the sender intended. 9 -5

9 -6

Communication Process Encoded Message Receiver Sender Sent Message Communication Medium Received Feedback Decoded Message 9 -7 Adapted from Exhibit 9 -1: Sent Message

Organizational Communication • Patterns of communication at the organizational level – formal and informal • Purpose to facilitate achievement of • organizational goals Involves the use of communication networks, policies, and structures 9 -8

Communication Two-way Communication – communication that includes feedback and an exchange of information between two or more parties One-way Communication – communication that does not include feedback 9 -9

Communication Networks Y Network Centralized Networks All Connected Network Wheel Network Circle Network Adapted from Exhibit 9 -2: Communication Networks Decentralized Networks 9 -10

Direction of Organizational Communication Downward Horizontal Upward Manager 360° Feedback Peers Customers Direct Reports 9 -11

Communication at J. Crew: Mickey Drexler • What would be your reaction to an e- • Mickey Drexler Experiencing Strategic OB • mail or phone call from the CEO of a company you contacted about a service issue? If you worked for a company like J. Crew, how would you respond to some of Drexler’s behavior? Should more senior level managers show their passion about their businesses? 9 -12

Interpersonal Communication Direct verbal or nonverbal interaction between two or more active participants Formal Rumors Informal Gossip 9 -13

Communication Media Richness depends on: • • The availability of feedback The use of multiple cues The use of effective language The extent to which the communication has a personal focus Face-to-face is the richest medium 9 -14

Communication Media Richest Equivocal Messages Face-to-face Telephone Electronic messaging Personal written text Formal numerical text Least Rich 9 -15

Communication Technology E-mail Cell Phones Internet BLOG Instant Messaging Social Networking 9 -16

Communicating with Customers • What are your thoughts about the Jet. Blue • letter in Exhibit 9 -3? Should they have anticipated potential problems? 9 -17

Surfing for Applicants Managerial Advice • What was your reaction to the • • relatively high percentage of negative information about applicants? What was your reaction to the positive information statistics? What concerns would you have as a hiring manager in terms of using the web to find applicants? 9 -18

Nonverbal Communication that takes place without using language, such as facial expressions or body language Body Language Paralanguage Gestures Lying? Attitude 9 -19

Barriers to Effective Communication Individual Organizational 9 -20

Organizational Barriers Information Overload Noise Time Pressures Network Breakdowns Specialty Area Jargon Information Distortion Cross-Cultural Barriers 9 -21

Cultural Differences Eye Contact Indicating “No” Time Orientation Answering Questions Posture Adapted from Exhibit 9 -4: Cultural Communication Differences Self-Presentation 9 -22

Cultural Communication Snafus Common problems include: • • Opening and closing conversations Taking turns during conversations Thoughts? The signaling of agreement Appropriate topics of conversation Use of humor Direct versus indirect communication Acknowledgement of authority and status Experiencing Strategic OB 9 -23

Individual Barriers Differing Perceptions Semantic Differences Status Differences Consideration of Self-interest Personal Space Poor Listening Skills 9 -24

Communication Audit Analysis of an organization’s internal and external communication to assess communication practices and capabilities and determine needs Recommended Audit Methodology • • • Hold a planning meeting – approach and commitment Conduct interviews with top management Collect, inventory, and analyze material Conduct associate interviews Prepare and administer a questionnaire to measure attitudes toward communication • Communicate survey results 9 -25

Communication Climates Associates’ perceptions regarding the quality of communications within the organization. Mutual Trust Credibility Feedback 9 -26

Individual Actions • Know your audience • Select an appropriate communication medium • Encourage feedback • Regulate information flow and timing • Listen actively 9 -27

Steps to Effective Listening Listen empathetically Hear before evaluating Pay attention Listen to the whole message Stop talking Send feedback Adapted from Exhibit 9 -5: Steps to Effective Listening 9 -28

The Strategic Lens 1. For what tasks in a manager’s job is effective communication critical? Explain. 2. Which contributes more to an organization’s performance – verbal communications or written communications? Justify your answer. 3. What are the strengths and weaknesses in your communication abilities? How can you best take advantage of your strengths and overcome your weaknesses to have a successful career? 4. What impact is rapidly developing communication technology likely to have on communication in organizations? 9 -29

Questions 9 -30