Transcript
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Chapter 11: Communication
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Learning Objectives
After studying this chapter, you should be able to:
Identify the main functions of communication.
Describe the communication process and formal and informal communication.
Contrast downward, upward, and lateral communication.
Compare and contrast formal small-group networks and the grapevine.
Contrast oral, written, and nonverbal communication.
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Learning Objectives
Show how channel richness underlies the choice of communication channel.
Differentiate between automatic and controlled processing of persuasive messages.
Identify common barriers to effective communication.
Show how to overcome the potential problems in cross-cultural communication.
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Communication serves four major functions within a group or organization:
Control
Motivation
Emotional Expression
Information
LO 1
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Identify the Main Functions
of Communication
Control
Organizations have authority hierarchies and formal guidelines that employees are required to follow.
Informal communication also controls behavior.
When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member’s behavior.
LO 1
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Identify the Main Functions
of Communication
Identify the Main Functions
of Communication
Motivation
Clarifies to employees what is to be done, how well they are doing, and what can be done to improve performance.
The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication.
LO 1
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Emotional Expression
Communication provides a release for the emotional expression of feelings and for fulfillment of social needs.
For many employees, their work group is a primary source of social interaction.
LO 1
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Identify the Main Functions
of Communication
Information
Communication facilitates decision making.
It provides information by transmitting the data to identify and evaluate choices.
LO 1
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Identify the Main Functions
of Communication
Describe the Communication Process
and Formal and Informal Communication
LO 2
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Contrast Downward, Upward,
and Lateral Communication
Downward communication flows from one level to a lower level.
Assign goals, provide instructions, communicate policies and procedures, and provide feedback.
Downward communication must explain the reasons why a decision was made.
Explanations increase employee commitment and support of decisions.
One problem is the one-way nature of downward communication.
LO 3
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Upward communication flows to a higher level in the group or organization.
Provide feedback to higher-ups, inform them of progress, and relay current problems.
To engage in effective upward communication:
Communicate in headlines, not paragraphs.
Support your headlines with actionable items.
Prepare an agenda to make sure you use your boss’s attention well.
LO 3
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Contrast Downward, Upward,
and Lateral Communication
Lateral communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel.
Often necessary to save time and facilitate coordination.
May be formally sanctioned.
Can create dysfunctional conflicts.
LO 3
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Contrast Downward, Upward,
and Lateral Communication
Compare and Contrast Formal
Small-Group Networks & the Grapevine
LO 4
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LO 4
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Compare and Contrast Formal
Small-Group Networks & the Grapevine
The Grapevine
The informal communication network in a group or organization.
Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety.
Work situations frequently contain these three elements, which explains why rumors flourish in organizations.
LO 4
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Compare and Contrast Formal
Small-Group Networks & the Grapevine
LO 4
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Compare and Contrast Formal
Small-Group Networks & the Grapevine
Contrast Oral, Written, and Nonverbal Communication
Oral Communication
The primary means of conveying messages. Speeches, formal one-on-one and group discussions, and informal rumor mills or grapevines are popular forms of oral communication.
Meetings
Videoconferencing
Telephone
LO 5
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Written Communication
Letters
PowerPoint
E-mail
Instant Messaging
Text Messaging
Social Media
Others
LO 5
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Contrast Oral, Written, and Nonverbal Communication
LO 5
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Contrast Oral, Written, and Nonverbal Communication
Nonverbal Communication
Includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver.
Body language can convey status, level of engagement, and emotional state.
LO 5
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Contrast Oral, Written, and Nonverbal Communication
Physical distance also has meaning.
What is considered proper spacing between people largely depends on cultural norms.
A businesslike distance in some European countries feels intimate in many parts of North America.
Distance may indicate aggressiveness or sexual interest, or it may signal disinterest or displeasure with what is being said.
LO 5
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Contrast Oral, Written, and Nonverbal Communication
LO 5
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Contrast Oral, Written, and Nonverbal Communication
Show How Channel Richness Underlies the Choice Of Communication Channel
LO 6
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The choice of channel depends on whether the message is routine.
Routine messages tend to be straightforward and have a minimum of ambiguity.
Choose oral communication when you need to gauge the receiver’s receptivity.
Written communication is more reliable for complex and lengthy communications.
LO 6
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Show How Channel Richness Underlies the Choice Of Communication Channel
Letters are used in business primarily for networking purposes and when signatures need to be authentic.
Some issues to consider when using e-mail:
Risk of misinterpreting the message.
Fallout from negative messages.
Time-consuming nature.
Limited expression of emotions.
Privacy concerns.
Professionalism.
LO 6
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Show How Channel Richness Underlies the Choice Of Communication Channel
Instant messaging
Text messaging
Social media
Blogging
LO 6
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Show How Channel Richness Underlies the Choice Of Communication Channel
Information Security
Electronic information
Clouds
Physical information
Information that employees know
Most companies monitor employee Internet use and e-mail records, and some use video surveillance and record phone conversations.
LO 6
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Show How Channel Richness Underlies the Choice Of Communication Channel
Differentiate Between Automatic and
Controlled Processing of Persuasive Messages
Automatic processing – a relatively superficial consideration of evidence and information.
It takes little time and low effort, but it lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo.
Controlled processing – a detailed consideration of evidence and information relying on facts, figures, and logic.
Requires effort and energy, but it’s harder to fool someone who engages in it.
LO 7
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Differentiate Between Automatic and
Controlled Processing of Persuasive Messages
Rules of thumb for determining the choice of processing:
Interest level
Prior knowledge
Personality
Message characteristics
Match your message to your audience
LO 7
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Identify Common Barriers to
Effective Communication
Barriers to Effective Communication
Filtering
Selective perception
Information overload
Emotions
Language
Silence
Communication apprehension
Lying
LO 8
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Cultural Barriers
Caused by semantics – words mean different things to different people.
Caused by word connotations – words imply different things in different languages.
Caused by tone differences.
Caused by differences in tolerance for conflict and methods for resolving conflicts.
LO 9
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Show How To Overcome the
Potential Problems in
Cross-Cultural Communication
LO 9
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Show How To Overcome the
Potential Problems in
Cross-Cultural Communication
A Cultural Guide
Know yourself.
Foster a climate of mutual respect, fairness, and democracy.
Learn the cultural context of each person.
When in doubt, listen.
State facts, not your interpretation.
Consider the other person’s viewpoint.
Proactively maintain the identity of the group.
LO 9
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Show How To Overcome the
Potential Problems in
Cross-Cultural Communication
Implications for Managers
Remember that your communication mode will partly determine your communication effectiveness.
Obtain feedback from your employees to make certain your messages – however they are communicated – are understood.
Remember that written communication creates more misunderstandings than oral communication; communicate with employees through in-person meetings when possible.
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Implications for Managers
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.
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