Organizational Behavior V 2 0 By Talya Bauer

Organizational Behavior V 2. 0 By Talya Bauer and Berrin Erdogan

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Chapter 8 Communication

Learning Objectives 1. 2. 3. 4. Understand the communication process Compare and contrast different types of communication Compare and contrast different communication channels Understand learn to overcome barriers to effective communication 5. Understand the role listening plays in communication 6. Learn how ethics can play a role in how messages are communicated as well as how they are perceived 7. Learn how verbal and non-verbal communication carry different meanings among cultures 1 -3

Case Study: Tweeters, Facebookers, and Bloggers in the Workplace Source: Quka / shutterstock. com

Case Discussion Questions 1. The case only covers the surface of how the changing social media landscape is introducing challenges for managing employees. What additional incidents have you observed? What other challenges face organizations dealing with online interactions among employees, or employees and third parties? 2. How open are you online? Why do you take this approach? 3. How do you think the incident with the conference attendees been handled differently? What should the respective companies have done? 4. How do you think companies should respond to social media and the online presence of their employees? What should a social media policy look like?

Communication is Vital in Organizations Communication is a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior 50 -90% of a manager’s time is spent communicating Source: http: //en. wikipedia. org/wiki/Image: Orion_briefing_model. jpg Success on complicated missions at NASA depends on strong communication 1 -6

Three Main Functions of Communication Transmission of Information Coordination of Effort Sharing Emotions and Feelings

The Process Model of Communication

Senders and Receivers The Sender Originates and Encodes the Translates the idea into Message words The Medium of this encoded Message may be spoken words, written words, or signs The Receiver is the person who receives the Message The Receiver Decodes the Message Assigns meaning to the words

Noise • Due to NOISE, the meaning which the Receiver assigns may not be the meaning which the Sender intended. • Noise is anything that interferes with or distorts the Message being transferred.

Discussion • Where have you seen the communication process break down–at work? At school? At home? • Explain how miscommunication might be related to an accident at work. • Give an example of noise during the communication process.

Barriers to Effective Communication Filtering Information Overload Selective Perception Workplace Gossip & Grapevine Semantics & Jargon Emotional Disconnects Gender Differences in Communication Differences in Meaning Lack of Source Familiarity or Credibility Biased Language

Communication Realities Managers can expect, on average, to do only three minutes of uninterrupted work on any one task before being interrupted by an incoming email, instant message, phone call, coworker, or other distraction © 2010 Jupiterimages Corporation

OB Toolbox: Tips for Reducing Miscommunication-by-Jargon Know your audience Limit your jargon use Decode your acronyms

Avoid Biased Language Avoid black attorney businessman chairman cleaning lady male nurse manpower secretary 1 -15 Consider Using attorney businessperson chair or chairperson cleaner or maintenance worker nurse staff or personnel assistant or associate

Consequences of Poor Listening üLower Employee Productivity ü Missed Sales üDissatisfied Customers üLowered Morale üIncreased Turnover The Receiver’s ability to listen effectively is equally vital to effective communication. Listening takes practice, skill, and concentration.

Active Listening Listen for message content Paraphrase and restate Note all cues Listen for feelings Respond to feelings

OB Toolbox: 10 Ways to Improve Your Listening Habits 1 Start by stopping 2 Don’t worry about what you’ll say next 3 Paraphrase 4 6 Don’t multitask while listening Try to empathize with the sender’s point of view Confused? Ask questions 7 Establish eye contact 8 What is the goal of this communication? 9 It’s great to be surprised 10 Pay attention to what is not said 5

Communication Freezers Communication stoppers: criticizing, blaming, ordering, judging, or shaming Things to avoid saying: • Telling the other person • Giving insincere praise what to do • Psychoanalyzing the • Threatening with “or else” other person implied • Making light of the other • Making suggestions or telling person’s problems by the other person what they generalizing ought to do • Asking excessive or • Attempting to educate the inappropriate questions other person • Making light of the • Judging the other person problem by kidding negatively

Discussion • Most people are poor listeners. Do you agree or disagree with this statement? Please support your position. • Please share an example of how differences in shared meaning have affected you. • When you see a memo or e-mail full of typos, poor grammar, or incomplete sentences, how do you react? Does it affect your perception of the Sender? Why or why not? • Give an example of selective perception. • Do you use jargon at or in your classes? If so, do you think it helps or hampers communication? Why or why not?

Verbal Communication and the Power of Storytelling Stories can help clarify key values and help demonstrate how things are done within an organization Story frequency, strength, and tone are related to higher organizational commitment

Crucial Conversations • Require more planning, reflection, and skill • Asking for a raise • Pitching an innovative proposal • Stakes are high, opinions vary, emotions run strong

More Ways to Improve Your Listening Habits Prepare and Be Receptive Don’t Anticipate Summarize What You’ve Heard Focus and Don’t Multitask Empathize with the Sender’s Point of View Seek Clarification By Asking Questions Establish Eye Contact Focus on the Goal With an Open Mind Pay Attention to What is Not Said

Written Business Communication Memos Proposals Written communication is often asynchronous… Emails Letters Training manuals Operating policies …and received by many individuals.

National Commission on Writing: Survey Outcomes 67% of salaried employees in large American companies and professional state employees have some writing responsibility © 2010 Jupiterimages Corporation Half of responding companies reported that they take writing into consideration when hiring professional employees

Five Ways to Communicate More with Fewer Words Picture the receiver in your mind before you begin to write. Choose simple words. Be polite and clear. Make your message brief and direct by trimming redundant words or phrases. Choose strong, active verbs.

Nonverbal Communication 55% of inperson communicati on comes from nonverbal cues like facial expressions, body stance and tone of voice 7% of a Receiver’s comprehensio n of a Message is based on the Sender’s actual words 38% is based on paralanguage or the tone, pace, and volume of speech

Factors of Nonverbal Communication Body language Eye contact Facial expression Posture Touch Space Factors of Nonverbal Communication

Changing Your Tone Can Dramatically Change Your Meaning Placement of the emphasis What it might mean… I did not tell John you were late. Someone else told John you were late. I did not tell John you were late. This did not happen. I did not tell John you were late. I may have implied it. I did not tell John you were late. But maybe I told Sharon and José. I did not tell John you were late. I was talking about someone else. I did not tell John you were late. I told him you still are late. I did not tell John you were late. I told him you were attending another meeting.

Interpersonal Distances

Information Richness Information Channel Information Richness Face-to-face conversation High Videoconferencing Telephone conversation Emails Handheld devices Blogs Written letters and memos High Medium Formal written documents Low Spreadsheets Low

Decisions: Verbal or Written Communications? Verbal communications are a better way to convey feelings Written communications do a better job of conveying facts

Decisions: Verbal or Written Communications? Use Written Communication When: Use Verbal Communication When: conveying facts conveying emotion and feelings the message needs to become the message does not need to part of a permanent file be permanent there is little time urgency there is time urgency you do not need immediate feedback you need feedback the ideas are complicated the ideas are simple or can be made simple with explanations

OB Toolbox: Business E-mail Do’s and Don’ts DON’T send or forward chain emails. DON’T hit send until you’ve spell checked your email. DON’T put anything in an e-mail that you don’t want the world to see. DO use a subject line that summarizes your message. DO think of a work e-mail as a binding communication. DON’T write a message in capital letters – this is the equivalent of SHOUTING. DON’T routinely cc everyone. Reducing inbox clutter increases communication. DO make your DO end your e-mail request in the first with a brief sign-off line of your e-mail. such as, “Thank (And if that’s all you, ” followed by you need to say, name and contact stop there!) info. DO let others know if you’ve received an e-mail in error.

E-mail and Emotions Emotionally-laden messages require more thought in the choice of channel and how they are communicated Email communication can convey facts quickly yet it is not a recommended choice for sending emotional information

Communication Flows in Many Different Directions Within an Organization

Forms of External Communication Press Releases Catalogs Customer Letters Advertisements Web pages

Discussion • How aware you of your own body language? Has your body language ever gotten you in trouble while communicating with someone? • In your experience, how is silence used in communication? • If the meaning behind verbal communication is only 7% words, what does this imply for written communication? • How could you use your knowledge of communication richness to be more effective in your own communications? • What are three biggest advantages and disadvantages you see regarding technology and communications?

Case Study: Edward Jones Source: © Thinkstock

Case Discussion Questions 1. As an organization, what qualities do you think Edward Jones looks for when hiring new financial advisors? 2. With its success in North America, why do you think Edward Jones has not expanded across the Pacific or Atlantic oceans? 3. How has technology enabled Edward Jones to become more effective at communicating with its employees and customers? Do you think technology can ever hamper effective communication? 4. What types of customer service policies do think Edward Jones has in place?

Manage Your Communication Wisely Do you properly use online communications? • Is your outgoing voicemail greeting professional? • Do you scrutinize your social networking website? • Have you Googled yourself lately? Be aware of remarks that FREEZE COMMUNICATON Make a conscious effort to reduce comments that stop effective communication Don’t criticize, blame, order, judge or shame

Discussion • How can you assess if you are engaging ethical communications? • What experience have you had with cross-cultural communications? Please share at least one experience when this has gone well and one when it has not gone well. • What advice would you give to someone who will be managing a new division of a company in another culture in terms of communication?