Essentials of Organizational Behavior Fourteenth Edition Chapter 11

After studying this chapter you should be able to: 1. Describe the functions and processes of communication. 2. Contrast downward, upward, and lateral communication through small-group networks and the grapevine 3. Contrast oral, written, and nonverbal communication. 4. Describe how channel richness underlies the choice of communication channel. 5. Differentiate between automatic and controlled processing of persuasive messages. 6. Identify common barriers to effective communication. 7. Discuss how to overcome the potential problems of crosscultural communication. Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Functions of Communication • • • Managing behavior Feedback Emotional sharing Persuasion Information exchange

The Communication Process Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Channels of Communication Formal Informal • Path follows the authority chain • Messages relate to professional activities • Spontaneous channels from individual choice • Messages often personal or social Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Direction of Communication Executive Upward Lateral Manager Downward Manager Employee Copyright © 2018, 2016,

Downward Communication • Communication that flows from one level to a lower level – One-way communication • Managers explain why a decision was made but do not solicit advice or opinions of employees Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Upward Communication • Communication that flows to a higher level • Keeps managers aware of how employees feel about their jobs, coworkers, and the organization Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Lateral Communication • Communication that occurs between members of a work group, members at the same level in separate work groups, or any other horizontally equivalent workers – Saves time and facilitates coordination Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Formal Small-Group Networks Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Effectiveness Criteria Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

The Grapevine • Informal communication network – Word-of-mouth Copyright © 2018, 2016, 2014 Pearson

Modes of Communication • Three modes of communication 1. Oral 2. Written 3. Nonverbal

Oral Communication • Advantages – Speed – Feedback – Simple to correct • Disadvantages – Potential for distorted message when passed through a number of people Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Written Communication • Any method that conveys written words or symbols – – Letters E-mail Instant messaging Organizational periodicals Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

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 Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Channel Richness Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Choosing Communication Method • Channel choice depends on whether the message is routine – Oral communication – Written communication – Nonverbal communication Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Choosing Oral Communication • Use of oral communication when gauging the receiver’s receptivity is important – But consider: § The receiver’s preference § Pace of work environment § Your speaking ability Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Choosing Written Communication • Written communication: – Provides a tangible and verifiable record that can be stored for an indefinite period of time – Message is physically available for later reference – Messages are more likely to be well thought-out, logical, and clear – Grammar mistakes can be problematic Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Persuasive Communication • Automatic processing: superficial consideration of evidence and information making use of heuristics – Takes little time and minimal effort – Easy to be fooled • Controlled processing: detailed consideration of evidence and information relying on facts, figures, and logic – Requires effort and energy – Less likely to be fooled Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Automatic versus Controlled Processing • The choice of processing depends on: – – Interest level Prior knowledge Personality Message characteristics Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Barriers to Effective Communication 1. 2. 3. 4. 5. 6. 7. 8. Filtering Selective perception Information overload Emotions Language Silence Communication apprehension Lying Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Cultural Factors • Cross-cultural communication barriers – – Semantics Word connotations Tone differences Differences in perception • Cultural context – High context culture – Low context culture Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

A Cultural Guide 1. Know yourself. 2. Foster a climate of mutual respect, fairness, and democracy. 3. State facts, not your interpretation. 4. Consider the other person’s point of view. 5. Proactively maintain the identity of the group. Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.

Implications for Managers • Remember that your communication mode will partly determine your communication effectiveness. • Obtain feedback from your employees to make certain your messages are understood. • Remember that written communication creates more misunderstandings than oral communication. • Make sure you use communication strategies appropriate to your audience and the type of message you’re sending. • Keep in mind communication barriers such as gender and culture. Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.