Communication I: Barriers PROJECT PROPOSAL DUE TODAY (coffee hour today after class) (come see me if you lost an “action watch” in lecture last week)

Authentic (Full exchange) Manipulative (Objectives not Shared) (planned, Natural (spontaneous) Deliberate thought-out) Self presentation Social influence Motivation Power C D Relationships 2D Space

Exercising power Informal –Relationships –Speech and communication styles Subtle but potent Strategic –Design: networks –Skills: communication

Why communication matters Organizations as systems of information exchange Technology –Changes “How” –Marginally changes “Who”, “When” –Doesn’t change “What”

“Authentic” Communication Definition: exchange of all relevant thoughts and feelings Relevant Cognitive and affective

Rejection letter (Chinese economic journal) “We have read your manuscript with boundless delight. If we were to publish your paper, it would be impossible for us to publish any work of lower standard. And as it is unthinkable that in the next thousand years we shall see its equal, we are, to our regret, compelled to return your divine composition, and to beg you a thousand times to overlook our short sight and timidity”

Inauthentic communication Criticisms –Negative performance: Sandwiching –Bad news:Shooting the messenger Requests –For information: newcomers –For feedback: negative feedback –For help: Hubble Space Telescope

Mostly face work Upward, downward, lateral Nonverbals Differences across cultures, ethnicity, gender, personality Barriers to communication

Barriers 1: Facework Edgar: If e’er your Grace had speech with man so poor, Hear me one word King Lear, V, i, 38

Facework Prevalent: Majority of our speech Reading between the lines Failure: –Social faux pas –Ineffective performance –Bernie Goetz

Barriers 2: Direction A B C D Upward Downward Lateral

Screens across directions Upward –Bad news –Opportunities for changes Downward –Mission and goals –Feedback Lateral –Functionally-specific –Social comparison and competition

Barriers 3: Nonverbals Most informative –Leakage hierarchy –“Thin slices” Problems with interpretation –Molecular versus molar –Basic emotions only

Barriers 4: Differences across cultures Koreans Nonverbal Cues Good News Bad News Americans Nonverbal Cues SubordinateBoss Koreans Americans

Differences across gender Females Verbal Cues PeerBoss Males

Authentic Communication? Experimenting Opening Owning Not experimenting Not opening Not owning NATURALLY OCCURING BEHAVIORS IN ORGANZIATIONS 3,600 34,000

Authentic (Full exchange) Manipulative (Objectives not Shared) (planned, Natural (spontaneous) Deliberate thought-out) Self presentation Social influence Motivation Power Not a lot If you want it, have to design it Relationships 2D Space