Chapter 13 Communication

Learning Objectives Explain the elements in the communication process Compare the four major directions of communication Describe the role played by interpersonal communication in organizations Discuss multicultural communication Identify barriers to effective communication Describe ways in which communication in organizations can be improved

Introduction Planning, organizing, leading, and controlling all involve communicative activity The glue that holds organizations together

The Importance of Communication Communication helps organizations Accomplish individual and organizational goals Implement and respond to organizational change Coordinate activities Engage in virtually all organizational relevant behaviors

The Importance of Communication Communication breakdowns are pervasive Ineffective communication = ineffective organizations Informal remarks are distorted Kidding leads to anger Problems arise when… Directives are misunderstood

The Importance of Communication Communication itself is unavoidable in a functioning organization Only effective communication is avoidable Everything one does communicates something, in some way, to somebody The only question is, “With what effect?”

The Communication Process

How Communication Works Effective communication Common understanding between a communicator and a receiver Verbal or nonverbal common symbols are used to convey information In an organizational, information flows Vertically Horizontally Diagonally

A Communication Model

The Elements of Communication Communicator: a person with ideas, intentions, information, and a purpose for communicating Message: an idea or experience that a sender wants to communicate Encoding: converting a message into groups of symbols that represent ideas or concepts Medium of transmission: the carrier of the message Decoding-Receiver: technical term for the receiver’s thought processes Feedback: the receiver’s response to the sender’s message Noise: factors that distort the intended message

Nonverbal Communication Messages sent via physical signals Head, face, and eye movements, posture, physical distance, gestures, voice tone, and clothing choices Influenced by such factors as gender and race Just as important as verbal communication Sometimes more so

Nonverbal Communication More apparent to observers than communicators Susceptible to multiple interpretations Unique Qualities Can be difficult to suppress Can contradict verbal messages

Nonverbal Message Research Findings Facial expressions and eye contact and movements provide information about emotions Physical cues indicate emotional intensity Communicators often send more information than is obtained in verbal messages When verbal and nonverbal messages conflict, receivers place more faith in nonverbal cues The human face displays 250,000 expressions

Communicating Within Organizations Downward Communication Flows from higher levels in the hierarchy to those in the lower levels Includes job instructions, memos, policy statements, procedures, manuals, company publications Often incomplete, inadequate, and inaccurate

Communicating Within Organizations Decision Stages Speculate Digest Deliberate Draw conclusion

Communicating Within Organizations Upward Communication Communicator is at lower level than receiver Includes suggestion boxes, group meetings, and appeal or grievance procedures

Functions of Upward Communication Provides managers feedback about problems, organizational issues, day-to-day operations Is management’s primary source of feedback Relieves employee tension by allowing lower-level organization members to share relevant information with superiors Encourages employees’ participation and involvement, thereby enhancing organizational cohesiveness

Horizontal Communication Overlooked in most organizational designs Necessary for coordination and integration of diverse organizational functions Often necessary for coordination Can provide social need satisfaction Facilitation often left to individual managers

Communicating Within Organizations Diagonal Communication Least-used channel of communication Important where members cannot communicate effectively through other channels Sometimes the most efficient communication method, in terms of time and money

Communicating Within Organizations Communicating Externally Present products, services, positive image Attract employees Gain attention Typically used for… Public relations Advertising Promoting Customer/client/patient surveys

A medium with high richness Information Richness The amount of information that can be transmitted or communicated effectively Face-to-face interactions are high in richness A general email to employees is low in richness A medium with high richness Likely to result in common understanding “Real time” communication permits instant feedback

Common Communication Media

How Technology Affects Communication Internet/Intranet/Extranet Email, Messaging Social Networks Smart Phones Voice Mail Videoconference Teleconference eMeeting/ Collaboration

Intranet Versus Extranet Private, protected electronic communication system within an organization Used to communicate proprietary and organization- specific information Connects employees with individuals external to the organization

Dangers of Email Use Unedited, poorly written messages Lack of privacy Erased messages can remain on disk drives Hard to maintain email files that adhere to recordkeeping standards Messages are often monitored Ineffective for complex data and information

Instant Messaging Instant messaging Real-time communication among geographically dispersed employees Inexpensive alternative to phone calls and travel Offers a document trail Integration with voice and video Demands the immediate attention of its users

Text Messaging Texting competes with traditional marketing Less expensive Less spam Favored by young consumers 95% of text messages are read

Social Networking Sites Facebook, MySpace, LinkedIn Rapidly becoming part of communication fabric Used for a variety of purposes Not exclusive to the young Increasingly monitored by businesses Powerful communication tool that can reach around the world in seconds

Smart Phones Wireless smart phones 84% of Americans had cell phones in 2007 Smart phones are trying to overtake the market Gives 24-7 access to email, text, apps, and the Internet Increased need to stay connected with colleagues, customers, and other stakeholders Stores addresses, phone numbers, customer prices, and other critical data

Messages are delivered without interruption Voice Mail Recorded messages account for 90% of telephone communication in organizations Voice mail is more popular than email Messages are delivered without interruption Communicators can focus on the reason for the call Voice mail minimizes inaccurate message- taking and time zone barriers

Voice Mail Best Practices Organize thoughts before picking up the phone Identify a specific, brief request State your name, the time and date, your company name, and the reason for the call Be precise and keep the message simple Say what you would like the receiver to do Give a reason for the request Say “thank you” Finish with “Feel free to call me at…”

Videoconferencing and Teleconferencing Refers to technologies associated with viewing Teleconferencing Refers to technologies associated with speaking Both allow meetings without getting together face-to-face Increases productivity and reduces travel costs

Electronic Meetings Using software and networked computers to automate meetings Facilitators can poll meeting participants, analyze voting results, create detailed reports

Electronic Meetings Overloading employees with new “toys,” additional information, and technologies Can reduce efficiency Social interaction is lost Most verbal and nonverbal cues are omitted Anonymity and de-personalization are concerns

Interpersonal Communication Communication flows from person to person in face-to-face and group meetings Includes instant messaging, video-conferencing Varies from direct orders to casual expressions Includes both verbal and nonverbal forms of communication Communication problems are tied to Perceptual differences Interpersonal style differences

Multicultural Communication Words Space Time Behavior

Successful Multicultural Communication Preparation Become familiar with cultural differences Outside Thinking Lay aside ethnocentric tendencies Humility Assume communication is incomplete

Barriers to Effective Communication Frame of Reference Selective Listening Value Judgments Source Credibility Filtering In-Group Language Status Differences Time Pressures Communication Overload

Improving Communication in Organizations To become a better communicator Strive to be understood Strive to understand

Techniques to Improve Communications Following up Regulating information flow Utilizing feedback Empathy Repetition Encouraging mutual trust Effective timing Simplifying language Using the grapevine

Promoting Ethical Communications Kreps’ principles for internal organizational communications Do not intentionally deceive another Do not purposely harm an organization member Treat organizational members justly

Promoting Ethical Communications Competitive Intelligence Gathering information, data, and ideas from competitors has become big business Regardless of whether one considers industrial spying ethical or unethical, it can be costly U.S. firms lose about $250 billion annually as a result of competitive intelligence

Promoting Ethical Communications Outcomes of competitive intelligence linkages Loss of competitive advantage and market share Increased research and development costs Higher insurance premiums Used properly and ethically, competitive intelligence can… Speed a firm’s reaction to changes Help outmaneuver competitors Protect a firm’s own secrets

Narrowing the Communication Gap