14-1©2005 Prentice Hall 14 Communication in Organizations Chapter 14 Communication in Organizations

14-2 ©2005 Prentice Hall Chapter Objectives  Describe the four main functions of communication and differentiate between different kinds of communications networks  Discuss the steps in the communications process and the requirements for successful communication to take place  Differentiate between the main kinds of barriers to communicate and explain how they can reduce the effectiveness of communication

14-3 ©2005 Prentice Hall Chapter Objectives  Identify the main kinds of communication media and explain how they vary along the dimension of information richness  Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others

14-4 ©2005 Prentice Hall Opening Case: Combining Face-to-Face and Intranet Communication Pays Off  How did effective communication promote Alteon’s performance?  Communication system supported quick new product innovation  Intranet-based  Informal, face-to-face sessions weekly

14-5 ©2005 Prentice Hall What is Communication?  Sharing of information with other people  Reaching of a common understanding –Accuracy, not agreement

14-6 ©2005 Prentice Hall Figure 14.1 Functions of Communication Functions Providing knowledge Controlling/ coordinating Motivating Expressing feelings

14-7 ©2005 Prentice Hall Motivating Organizational Members  Expectancy theory suggests that managers –Determine what outcome subordinates seek –Link outcomes to good performance –Reassure employees of the potential for good performance

14-8 ©2005 Prentice Hall What is a Communication Network? The set of pathways through which information flows within a group or organization

14-9 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Wheel Leader Member

14-10 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Chain Assembly- Line worker

14-11 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: Circle Task Force Member

14-12 ©2005 Prentice Hall Figure 14.2 Group Communication Networks: All-Channel Top Management Team

14-13 ©2005 Prentice Hall Figure 14.3 Simple Organizational Chart

14-14 ©2005 Prentice Hall Figure 14.4 An Example of Actual Communication Patterns

14-15 ©2005 Prentice Hall Informal Communication Networks  Advice network  Trust network  Communication network

14-16 ©2005 Prentice Hall Figure 14.5 The Communication Process

14-17 ©2005 Prentice Hall Media for Message Transmission Verbal Communication  Face-to-face oral  Oral via telephone  Written via memo, letter, report, , fax Nonverbal Communication  Facial expressions  Body language  Mode of dress

14-18 ©2005 Prentice Hall Figure 14.6 Barriers to Effective Communication Barriers Filtering/ information distortion Poor listening Different linguistic styles Lack of appropriate feedback Rumors/ Grapevine Workforce diversity

14-19 ©2005 Prentice Hall Improving Listening  Give sender undivided attention  Look sender in the eye  Do not interrupt  Focus on understanding what you are hearing  Ask questions  Rephrase key points  Avoid distracting sender

14-20 ©2005 Prentice Hall Approaches to Diversity Training  Panel of minority members describe/ share personal experiences  Members of organization work with people who are different from themselves

14-21 ©2005 Prentice Hall Linguistic Style  Tone of voice  Volume  Speed  Use of pauses  Directness  Choice of words  Use of questions

14-22 ©2005 Prentice Hall Figure 14.7 Information Richness

14-23 ©2005 Prentice Hall Trade-Offs in Choice of Media Information Richness Amount of Time Information Richness Need for Paper Trail

14-24 ©2005 Prentice Hall Intranets  Directories  Manuals  Product specifications  Delivery schedules  Minutes of meetings  Current financial performance