Organizational Behavior Lecture 14 Dr Amna Yousaf Ph
Organizational Behavior Lecture 14 Dr. Amna Yousaf Ph. D (HRM) University of Twente, the Netherlands
Recap Lecture 13 Ø Identify main functions of communication Ø Describe the communication process and distinguish between formal and informal communication
Communication Lecture 14
Outline Ø Contrast downward, upward and lateral communication and provide examples of each Ø Contrast oral, written and non verbal communication Ø Contrast formal communication networks and the grapevine Ø Analyze the advantages and challenges of electronic communication © 2007 Prentice Hall Inc. All rights reserved.
outline © 2007 Prentice Hall Inc. All rights reserved.
The Communication Process Model Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning. There should be a message © 2007 Prentice Hall Inc. All rights reserved. E X H I B I T 11– 1
Direction of Communication Upward Downward Lateral
Downward Communication Ø Informs rules and policies to employees Ø Can be oral, face to face, written Ø Must explain why decision was made – Normally one-way; two third of employees believe their opinion never seeked © 2007 Prentice Hall Inc. All rights reserved.
Upward Communication Ø Flows at higher level Ø Keeps informed about employees, co-workers, jobs, department and organization Ø Might be increasingly difficult – – For effectiveness try to reduce distractions Meeting in conference office instead of boss’s office Communicate in headlines not paragraphs Support headlines with actionable items – what should be done; what agenda? © 2007 Prentice Hall Inc. All rights reserved.
Lateral Communication Ø Among same group members at same level – counterparts such as clerical workers or managers Ø Why it is needed? – Vertical communication can impede quick decision making Ø Can sometimes be dysfunctional and sanctioned by managers when it is felt that decisions have been taken by breaching organizational policies etc © 2007 Prentice Hall Inc. All rights reserved.
Interpersonal Communication Ø Oral Communication – Advantages: Speed and feedback. – Disadvantage: Distortion of the message when passed through a number of people. The game “telephone”. Ø Written Communication – Advantages: Tangible, well thought, logical, clear and verifiable. – Can not be distorted – People more carefully follow written message – Disadvantages: Time consuming, interpretation by receiver not certain and lacks quick feedback as in oral message. © 2007 Prentice Hall Inc. All rights reserved.
Interpersonal Communication Ø Nonverbal Communication – In a verbal message, a non verbal message is also communicated – a glance, a frown, a smile and general body movements, facial expressions, body movement. – Advantages: Supports other communications and provides observable expression of emotions and feelings. – Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message. – Sometimes message in verbal and non verbal communication can be conflicting such as “ we can meet now but looking at your clock again and again” • Standing close © 2007 Prentice Hall Inc. All can give different meanings rights reserved.
Nonverbal Communication Body Movement Intonations Facial Expressions Physical Distance © 2007 Prentice Hall Inc. All rights reserved.
Intonations: It’s the Way You Say It! Change your tone and you change your meaning: Placement of the emphasis What it means Why don’t I take you to dinner tonight? I was going to take someone else. Why don’t I take you to dinner tonight? Instead of the guy you were going with. Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you. Why don’t I take you to dinner tonight? Do you have a problem with me? Why don’t I take you to dinner tonight? Instead of going on your own. Why don’t I take you to dinner tonight? Instead of lunch tomorrow. Why don’t I take you to dinner tonight? Not tomorrow night. Source: Based on M. Kiely, “When ‘No’ Means ‘Yes, ’ ” Marketing, October 1993, pp. 7– 9. Reproduced in A. Huczynski © 2007 Prentice Hall Inc. All and D. Buchanan, Organizational Behaviour, 4 th ed. (Essex, England: Pearson Education, 2001), p. 194. rights reserved. E X H I B I T 11– 2
Formal small group network Ø Rigidly follows formal chain of command Ø Communication in rigid there level organization Ø Wheel can be found in case of a team with strong team leader. Ø All channel in case of self managed teams © 2007 Prentice Hall Inc. All rights reserved.
Three Common Formal Small-Group Networks © 2007 Prentice Hall Inc. All rights reserved. E X H I B I T 11– 3
Small-Group Networks and Effectiveness Criteria TYPES OF NETWORKS Criteria Chain Wheel All Channel Speed Moderate Fast Accuracy High Moderate Emergence of a leader Moderate High None Member satisfaction Moderate Low High © 2007 Prentice Hall Inc. All rights reserved. E X H I B I T 11– 4
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