9-2 Communication: How to Get Messages Across-Online and Off Copyright © 2008 by the McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin Organizational Behavior, Core Concepts 9 Organizational Behavior core concepts

9-3 Learning Objectives Describe the elements and steps of the communication process Identify situations that can distort communication between managers and employees Contrast assertive, aggressive, and nonassertive communication styles

9-4 Learning Objectives Discuss the skills of nonverbal communication and effective listening Summarize how information technology has affected communication in organizations Give examples of barriers to effective communication and ways to overcome them

9-5 Dimensions of the Communication Process Communication –interpersonal exchange of information and understanding

9-6 A Perceptual Model of Communication Figure 9-1

9-7 Question? What part of the communication process is the output of encoding? A.Sender B.Feedback C.Endless loop D.Message

9-8 A Perceptual Process Model of Communication Sender –individual, group, or organization that desires or attempts to communicate with a particular receiver Encoding –translates mental thoughts into code or language that can be understood by others

9-9 A Perceptual Model of Communication Message –output of encoding –May contain hidden agendas as well as trigger affective or emotional reactions –Need to match the medium used to transmit them

9-10 A Perceptual Model of Communication Selecting a Medium –depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand

9-11 A Perceptual Model of Communication Potential Media: Face-to-face conversations Telephone calls Written memos or letters

9-12 A Perceptual Model of Communication Decoding –consists of translating verbal, oral, or visual aspects of a message into a form that can be interpreted Creating meaning –receiver creates the meaning of a message in his head Feedback –receives encodes a response and then transmits it to the original sender

9-13 A Perceptual Model of Communication Noise –interference with the transmission and understanding of a message

9-14 Communication Distortion between Managers and Employees Communication distortion –purposely modifying the content of a message, thus reducing the accuracy of communication between managers and employees

9-15 Interpersonal Communication Communication competence –ability to effectively use communication behaviors in a given context

9-16 Criteria Shaping Communication Competence Figure 9-2

9-17 Assertiveness, Aggressiveness, and Nonassertiveness Assertive style –expressive and self-enhancing, but does not take advantage of others. Aggressive style –expressive and self-enhancing, but takes advantage of others Nonassertive style –timid and self-denying behavior.

9-18 Communication Styles

9-19 Sources of Nonverbal Communication Nonverbal Communication –messages sent outside of the written and spoken word

9-20 Sources of Nonverbal Communication Body movement and gestures Touch Facial expression Eye contact

9-21 Improving Nonverbal Communication Skills Positive nonverbal actions include the following: –Maintain eye contact –Nod to show interest and agreement –Lean forward to show the speaker you are interested –Use a tone of voice that matches your message

9-22 Improving Nonverbal Communication Skills Negative nonverbal actions include the following: –Avoiding eye contact and looking away from the speaker –Closing your eyes or tensing your facial muscles –Licking your lips –Biting your nails

9-23 Active Listening Listening –actively decoding and interpreting verbal messages.

9-24 Question? Which listening style integrates information by focusing on relationships among ideas? A.Appreciative B.Empathetic C.Comprehensive D.Discerning

9-25 Listening Styles Appreciative –listens for pleasure, entertainment, or inspiration Empathetic –interprets messages by focusing on emotions and body language Comprehensive –organizes specific thoughts and actions and integrates this information by focusing on relationships among ideas

9-26 Listening Styles Discerning –attempt to understand the main message and determine important points Evaluative –listen analytically and continually formulate arguments and challenges to what is being said

9-27 The Keys to Effective Listening

9-28 Communication Styles of Women and Men Linguistic style –person’s characteristic speaking pattern

9-29 Reasons for Different Linguistic Styles 1.Some researchers believe interpersonal differences between men and women arise from inherited biological differences 2.Social role theory emphasizes that females and males learn ways of speaking as children growing up

9-30 Internet/Intranet/Extranet Internet –a global network of computer networks. Intranet –an organization’s private internet. Extranet –connects internal employees with selected customers, suppliers, and strategic partners

9-31 Electronic Mail Electronic Mail ( ) –uses the Internet or intranet connections for sending and receiving messages

9-32 Benefits of Reduces the cost of distributing information to a large number of employees Tool for increasing teamwork Reduces the costs and time associated with print duplication and paper distribution Fosters flexibility

9-33 Drawbacks to Can lead to a lot of wasted time and effort People overestimate their ability to effectively communicate via Information overload People are using to communicate when they should be using other media

9-34 Additional Issues with only works when the party you desire to communicate with also gets it Speed of getting a response is dependent on how frequently the receiver examines his messages Because of misuse and potential legal liability, many companies now have policies for using

9-35 Blogs Blog –online journal in which people comment on any topic Read an example of BusinessWeek’s Blog

9-36 Videoconferencing –uses video and audio links along with computers to enable people in different locations to see, hear, and talk with one another

9-37 Group Support Systems Group support systems –using computer software and hardware to help people work better together

9-38 Telecommuting –a work practice in which an employee does part of his job in a remote location using a variety of information technologies

9-39 Barriers to Effective Communication Sender barrier Encoding barrier Message barrier Medium barrier Decoding barrier Receiver barrier Feedback barrier

9-40 Personal Barriers Ability to effectively communicate Way people process and interpret information Level of interpersonal trust between people Stereotypes and prejudices

9-41 Personal Barriers Egos Poor listening skills Natural tendency to evaluate or judge the sender’s message Inability to listen with understanding

9-42 Cultural Barriers: High- and Low- Context Cultures High-context cultures –primary meaning derived from nonverbal situational cues Low-context cultures –primary meaning derived from written and spoken words

9-43 Physical Barriers Distance between employees Time zone differences Work and office noise Quality of telephone lines Crashed computers

9-44 Semantic Barriers Semantics –study of words Semantic barriers –encoding and decoding errors that involve transmitting and receiving –fueled by the use of jargon and acronyms