Chapter 8 Organizational Behavior Nelson & Quick, 6th edition Communication Chapter 8 Organizational Behavior Nelson & Quick, 6th edition

Communication Communication - the evoking of a shared or common meaning in another person Interpersonal Communication - communication between two or more people in an organization Communicator - the person originating the message Receiver - the person receiving a message Perceptual Screen - a window through which we interact with people that influences the quality, accuracy, and clarity of the communication 2

Communication Message - the thoughts and feelings that the communicator is attempting to elicit in the receiver Feedback Loop - the pathway that completes two-way communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people 4

Communication Data - uninterrupted and unanalyzed facts Data - uninterrupted and unanalyzed facts Information - data that have been interpreted, analyzed, & and have meaning to some user Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver 4

Basic Interpersonal Communication Model Basic Interpersonal Communication Model Feedback / Perceptual screens Event X Communicator Receiver Message Context Affect Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs 3

Communication Media: Information Richness & Data Capacity Communication Media: Information Richness & Data Capacity SOURCE: Created by E. A. Gerloff from “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by Richard L. Dalt and R. H. Lengel in Research in Organizational Behavior 6 (1984); 191-233. Reprinted by permission of JAI Press Inc.

This complex process must be divided to be understood Reflective Listening Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings What I heard you say was we will understand the process better if we break it into steps This complex process must be divided to be understood Photos courtesy of Clips Online ©2008 Microsoft Corporation 6

Reflective Listening Used to understand other people Reflective Listening Used to understand other people Used to problem solve Emphasizes personal elements of communication process Emphasizes the feelings communicated Emphasizes responding to, not leading, the communicator 7

Reflective Listening: 4 Levels of Verbal Response Affirm Contact Communicates attentiveness Provides reassurance in expressing thoughts and feelings Paraphrase Reflects back to speaker what has been heard; assures accuracy Builds empathy, openness, acceptance Clarify the Implicit Bring out unspoken (but evident) thoughts and feelings Builds greater awareness Reflect “core” feelings Restate important thoughts and feelings Exercise caution; danger of overreaching 9

Reflective Listening: 2 Uses of Nonverbal Response Reflective Listening: 2 Uses of Nonverbal Response Silence Listener: Sort out thoughts and feelings Identify and isolate personal responses Speaker: Useful for thinking Determine how to express difficult ideas or feelings Eye Contact Useful to open a relationship Improves communication Be aware of cultural differences Use moderate eye contact Use times of no eye contact for privacy and control 9

Communications: 1-way vs. 2-way One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Fast but often less accurate than 2-way communication Two-Way Communication - the communicator & receiver interact Good for problem solving Photos courtesy of Clips Online ©2008 Microsoft Corporation 10

Five Keys to Effective Supervisory Communication Five Keys to Effective Supervisory Communication Expressive speaking Empathetic listening Persuasive leadership Sensitivity to feelings Informative management 11

Barriers to Communication Communication Barriers - aspects of communication content and context that can impair effective communication Physical separation Status differences Gender differences Cultural diversity Language 23 12 23

Gateways to Communication Communication Gateways – pathways through barriers to communication and antidotes to communication problems Physical separation gateways Periodic face-to-face interactions Regular meetings for interrelated units Status differences gateways Effective supervisory skills Feelings of security for employees Non-hierarchical informational technology communication methods 23 12 23

Gateways to Communication Gender differences gateways Awareness of gender-specific differences in communication Actively seek meaning clarification Cultural diversity gateways Increased awareness and sensitivity Develop/acquire a guide, map, beacon for understanding and interacting cross-culturally 23 12 23

Gateways to Communication Language gateways Simple, direct, declarative language Use brief sentences and terms/words audience uses Speak in the language of the listener Avoid jargon or technical language Photos courtesy of Clips Online ©2008 Microsoft Corporation 23 12 23

Defensive Communication Defensive Communication - communication that can be aggressive, attacking and angry, or passive and withdrawing Leads to Injured feelings Communication breakdowns Workplace alienation Destructive and retaliatory behaviors Nonproductive efforts Problem solving failures 13

Nondefensive Communication Nondefensive Communication - communication that is assertive, direct, and powerful Provides basis for asserting and defending oneself when attached in non-defensive way restores order, balance, and effectiveness in working relationships 14

Two Defensiveness Patterns Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior Dominant Defensiveness - characterized by active, aggressive, attacking behavior Photos courtesy of Clips Online ©2008 Microsoft Corporation 15

Defensive Tactics - Boss Defensive Tactic Example Power Play “Finish this report by month’s end or lose your promotion.” Put-Down “A capable manager would already be done with this report.” Labeling “You must be a slow learner. Your report is still not done?” Raising Doubts “How can I trust you, Chris, if you can’t finish an easy report?” 16

Defensive Tactics - Employee Defensive Tactic Example Misleading Information “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] Scape-goating “Morgan did not give me input until just today.” Hostile Jokes “You can’t be serious! The report isn’t that important.” Deception “I gave it to the secretary. Did she lose it?” 16

Nondefensive Communication: A Powerful Tool Nondefensive Communication: A Powerful Tool Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Enhances relationship building 17

Nonverbal Communication Nonverbal Communication - all elements of communication that do not involve words Proxemics - an individual’s perception & use of space Territorial space – bands of space extending outward from the body 18

Proxemics: U.S. Territorial Space c = social 4-12’ c a = intimate <1.5’ a b b = personal 1.5-4’ d d = public >12’ Territorial space differs from culture to culture 19

Proxemics: Seating Dynamics Seating Dynamics - seating people in certain positions according to the person’s purpose in communication X O X O Cooperation Communication X O X O Non- Communication Competition O 20

Nonverbal Communication Kinesics - study of body movements, including posture Facial & Eye Behavior - movements that add cues for the receiver There are no universal gestures Smiles are the only universal expressions 18

Nonverbal Communication Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying Variations in speech send messages What message is sent by High-pitched, breathy voice Rapid, loud speech Interruptions Tongue clicking ?

Examples of Decoding Nonverbal Cues Kinesics and Facial and Eye Behavior Boss fails to acknowledge employee’s greeting He’s unapproachable! Boss breathes heavily & waves arms He’s angry! I’ll stay out of his way! Manager sighs deeply My opinion doesn’t count I wonder what he’s hiding? No eye contact while communicating SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved. Photos courtesy of Clips Online ©2008 Microsoft Corporation 21

Communicative Disease Communicative disease – the absence of heartfelt communication in human relationships leading to loneliness and social isolation

Positive, Healthy Communication Competence Emotional Positive Integrity Personal Head-to-Heart Dialogue

Information Communication Technology (ICT) Information Communication Technology (ICT) ICT – the new technologies used for interpersonal communication Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems Photos courtesy of Clips Online ©2008 Microsoft Corporation 22

Characteristics of ITC Instant exchange of information across geographic boundaries and time zones Schedules and office hours become irrelevant Normal considerations of time and distance less important Photos courtesy of Clips Online ©2008 Microsoft Corporation

How ITC Affects Behavior Impersonal—interaction with a machine Flaming, rude or obscene outbursts Bluntness Intimacy Uninhibited behavior Overload potential 24/7 Accessibility Multi-tasking Interpersonal skills—tact and graciousness Nonverbal cues; Emotional element Group productivity Clues to power, organizational position, departmental membership Patience Social interaction

Tips for Effective Use of ICT Strive for message completeness Build in opportunities for feedback Do not anticipate immediate response “Is the communication really necessary?” “Disconnect” yourself from technology Provide work place social interactions

Chapter 8: Reflect & Discuss Chapter 8: Reflect & Discuss Patch Adams Video Clip What to Watch for and Ask Yourself What parts of the communication process appear in this scene? Note each part of the process that you see in the scene. What type of communication does this scene show? Small group, large audience, or persuasive? Is Patch Adams an effective communicator? Why or why not? Patch Adams Hunter “Patch” Adams (Robin Williams), a maverick medical student, believes that laughter is the best medicine. The rest of the medical community believes that medicine is the best medicine. Unlike traditional physicians who remain aloof, Patch Adams prefers closeness to his patients. Williams’ wackiness comes through clearly in this film, which is based on a true story. The scene from Patch Adams comes from an early sequence, “The Experiment,” which takes place after the students’ medical school orientation. Patch Adams and fellow medical student Truman Schiff (Daniel London) leave the University Diner. They begin Patch’s experiment for changing the programmed responses of people they meet on the street. Along the way, they stumble upon a meat packer’s convention where this scene occurs. The film continues with the convention and returns to the medical school. What to Watch for and Ask Yourself What parts of the communication process appear in this scene? Note each part of the process that you see in the scene. What type of communication does this scene show? Small group, large audience, or persuasive? Is Patch Adams an effective communicator? Why or why not?