Organizational Behavior 15th Global Edition

Organizational Behavior 15th Global Edition
Chapter11 Robbins and Judge Communication In chapter 11 we will concentrate on concepts s and applications of communication.

Chapter 11 Learning Objectives
After studying this chapter you should be able to: Identify the main functions of communication. Describe the communication process and distinguish between formal and informal communication. Contrast downward, upward, and lateral communication, and provide examples of each. Contrast oral, written, and nonverbal communication. Analyze the advantages and challenges of electronic communication. Show how channel richness underlies the choice of communication channel. Differentiate between automatic and controlled processing of persuasive messages. Identify common barriers to effective communication. Show how to overcome the potential problems in cross-cultural communication. We begin this chapter with a definition of the nine learning objectives defined for chapter’s contents. We will discuss each of these in some detail.

Identify the main functions of communication
LO 1 Functions of Communication Control Motivation Emotional Expression Information Communication is more than merely imparting meaning. An idea, no matter how great, is useless until it is transmitted and understood by others. It must include both the transference and the understanding of meaning. There are four major functions of communication control, motivation, emotional expression, and information.

LO 1 Control - Organizations have authority hierarchies Formal guidelines that employees are required to follow. Informal communication also controls behavior. When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member’s behavior. Communication acts to control member behavior in several ways. First, organizations have authority hierarchies and formal guidelines that employees are required to follow. Informal communication also controls behavior. When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member’s behavior.

LO 1 Motivation Clarifies to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication. Communication fosters motivation by clarifying to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication.

LO 1 Emotional Expression Provides a release for the emotional expression of feelings and for fulfillment of social needs. For many employees, their work group is a primary source for social interaction. Communication provides a release for the emotional expression of feelings and for fulfillment of social needs. For many employees, their work group is a primary source for social interaction.

LO 1 Information Communication facilitates decision-making. It provides information by transmitting the data to identify and evaluate optional choices. Communication facilitates decision-making. It provides information by transmitting the data to identify and evaluate optional choices.

Describe the communication process and distinguish between formal and informal communication
LO 2 The communication model is made up of eight parts: the source, encoding, the message, the channel, decoding, the receiver, noise, and feedback.The source initiates a message by encoding a thought. The message is the actual physical product from the source. The channel is the medium through which the message travels. The receiver is the object to whom the message is directed. Decoding is the process where the symbols in the message must be translated into a form that can be understood by the receiver. The receiver is limited by his/her skills, attitudes, knowledge, and social-cultural system. Noise represents communication barriers that distort the clarity of the message. Feedback is the check on how successful we have been in transferring our messages as originally intended.

Contrast downward, upward, and lateral communication, and provide examples of each
LO 3 Downward Communication Flows from one level to a lower level. Purpose is to assign goals, provide instructions, communicate policies and procedures, provide feedback. Downward communicationmust explain the reasons why a decision was made. It has a one-way nature. Downward Communication is when communication flows from one level of a group organization to a lower level is a downward communication. This is typically what we think of when managers communicate with workers. Its purpose is to assign goals, provide instructions, communicate policies and procedures, provide feedback, etc. It does not have to be face-to-face or an oral communication.When engaging in downward communication, managers must explain the reasons why a decision was made.Another problem in downward communication is its one-way nature; generally, managers inform employees but rarely solicit their advice or opinions.The best communicators explain the reasons behind their downward communications but also solicit communication from the employees they supervise.

LO 3 Upward Communication Flows to a higher level. Provide feedback to higher-ups, inform them of progress, and relay current problems. To engage in effective upward communication. Try to reduce distractions. Communicate in headlines, not paragraphs. Prepare an agenda to make sure you use your boss’s attention well. Upward communication flows to a higher level in the group or organization. It is used to provide feedback to higher-ups, inform them of progress, and relay current problems. Examples of upward communication include performance reports prepared by lower management for review by middle and top management, suggestion boxes, employee attitude surveys.To engage in effective upward communication try to reduce distractions. For example, meet in a conference room if you can, rather than your boss’s office or cubicle, Communicate in headlines, not paragraphs. Your goal is to get your boss’s attention, not to engage in a meandering discussion.Support your headlines with actionable items. That is, what you believe should happen.Prepare an agenda to make sure you use your boss’s attention well.

LO 3 Lateral Communication When communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel, horizontal communications are often necessary to save time and facilitate coordination. Lateral Communication is when communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel, horizontal communications are often necessary to save time and facilitate coordination.In some cases, these lateral relationships are formally sanctioned. Often, they are informally created to short-circuit the vertical hierarchy and expedite action. They can create dysfunctional conflicts when the formal vertical channels are breached, when members go above or around their superiors to get things done, or when bosses find out that actions have been taken or decisions made without their knowledge.

Contrast oral, written, and nonverbal communication
LO 4 Oral Communication The chief means of conveying messages. Speeches, formal one-on-one and group discussions, and informal rumor mill or grapevine are popular forms of oral communication. Advantages are speed and feedback. A disadvantage arises when the message must be passed through a number of peopleproducing distortion. Oral communication is the chief means of conveying messages. Speeches, formal one-on-one and group discussions, and informal rumor mill or grapevine are popular forms of oral communication. Advantages or oral communication are speed and feedback. A major disadvantage arises when the message must be passed through a number of people. This increases the potential for distortion.

LO 4 Written Communication Include memos, letters, electronic mail, faxes, periodicals, bulletin boards. Advantages include that they are tangible and verifiable. Drawbacks include: time-consuming, lack of feedback, and no guarantee of receipt. Written communications include memos, letters, electronic mail, faxes, periodicals, bulletin boards.Advantages include that they are tangible and verifiable. A written record is available for later use. People are more careful when communication is via written word. Drawbacks include that it is time-consuming, has a lack of feedback, and has no guarantee of receipt.

LO 4 Nonverbal Communication We cannot NOT communicate nonverbally It includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Every time we deliver a verbal message, we also impart a nonverbal message. Sometimes the nonverbal component may stand alone. No discussion of communication would thus be complete without consideration of nonverbal communication,which includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver.

LO 4 Every body movement has meaning, and no movement is accidental. We act out our state of being with body language. Most important messages body language are: the extent to which we like another and are interested in his or her views. the perceived status between a sender and receiver. We could argue that every body movement has meaning, and no movement is accidental, although some are unconscious. We act out our state of being with nonverbal body language. The two most important messages body language conveys are the extent to which we like another and are interested in his or her views and the perceived status between a sender and receiver.

LO 4 We’re more likely to position ourselves closer to people we like and touch them more often. A body position or movement can communicate something of the emotion behind a message, but when it is linked with spoken language, it gives fuller meaning to a sender’s message. There is no record of nonverbal communication. We’re more likely to position ourselves closer to people we like and touch them more often. Similarly, if you feel you’re of higher status than another, you’re more likely to display body movements,such as crossed legs or a slouched seated position,that reflect a casual and relaxed manner. A body position or movement can communicate something of the emotion behind a message, but when it is linked with spoken language, it gives fuller meaning to a sender’s message. If you read the verbatim minutes of a meeting, you wouldn’t grasp the impact of what was said the same way as if you had been there or could see the meeting on video. There is no record of nonverbal communication.

LO 4 The emphasis given to words or phrases is missing. Exhibit 11-2 illustrates how intonations can change the meaning of a message. Facial expressions also convey meaning.

LO 4 Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms. A businesslike distance in some European countries feels intimate in many parts of North America. Distance may indicate aggressiveness or sexual interest or it may signal disinterest or displeasure with what is being said. Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms.A businesslike distance in some European countries feels intimate in many parts of North America. If someone stands closer to you than is considered appropriate, it may indicate aggressiveness or sexual interest; if farther away, it may signal disinterest or displeasure with what is being said

LO 4 There are three common small-group networks: the chain, wheel, and all-channel. SeeExhibit 11-3.The chain rigidly follows the formal chain of command. The wheel relies on the leader to act as the central conduit for all the group’s communication. The all-channel network permits all group members to actively communicate with each other.

LO 4 The effectiveness of each network depends on the dependent variable with which you are concerned. No single network will be best for all occasions. See Exhibit 11–4.

LO 4 The Grapevine A recent survey found that 75 percent of employees hear about matters first through rumors on the grapevine. A recent report shows that grapevine or word- of-mouth information from peers about a company has important effects on whether job applicants join an organization. The grapevine is a unique aspect of oral communication in organizations. A recent survey found that 75 percent of employees hear about matters first through rumors on the grapevine. A recent report shows that grapevine or word-of-mouth information from peers about a company has important effects on whether job applicants join an organization. It’s frequently assumed rumors start because they make good gossip. This is rarely the case. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. Certainly the grapevine is an important part of any group or organization communication network and is well worth understanding. It gives managers a feel for the morale of their organization, identifies issues employees consider important, and helps tap into employee anxieties.

LO 4 Althoughthe grapevine may not be sanctioned or controlled by the organization, it can be understood. Can managers entirely eliminate rumors? They can try to manage them, What they should do is minimize the negative consequences of rumors by limiting their range and impact. Exhibit 11-5 offers a few practical suggestions

Analyze the advantages and challenges of electronic communication
LO 5 Electronic Communication An indispensible–and in about 71 percent of cases, the primary–medium of communication. Includes , text messaging, networking software, bogs, and video conferencing. Electronic Communication is an indispensible component of organizational life today, In about 71 percent of organizations it is the the primarymedium of communication. EC includes , text messaging, networking software, bogs, and video conferencing.

LO 5 Transmits and receives text and documents. Growth has been significant. Advantages to usage. Quickly written, edited, and stored. Distributed to one person or thousands. Recipients can read them at their own convenience. Cost is a fraction of other methods. uses the Internet to transmit and receive computer-generated text and documents. Growth has been significant. Common belief is that people are being swamped with s. Recent study shows that majority of Americans who access at work, receive 10 or fewer s per day. The advantages to usage include messages can be quickly written, edited, and stored, they can be distributed to one person or thousands with a click of a mouse, recipients can read them at their own convenience, and the cost of sending formal messages to employees is a fraction of the cost of printing, duplicating, and distributing a comparable letter or brochure.

LO 5 Drawbacks to usage. Misinterpreting the message. Communicating negative messages. Time-consuming nature of . Limited expression of emotions. Privacy concerns. Drawbacks to usage are potentially many. First is misinterpreting the message. The potential to misinterpret is great. One research team at New York University found we can accurately decode an ’s intent and tone only 50 percent of the time. Communicating negative messages is a problem. may not be the best way to communicate negative information. When Radio Shack decided to lay off 400 employees, it drew an avalanche of scorn inside and outside the company by doing it via . Employees need to be careful communicating negative messages via , too. Justin Deal, age 22, wrote an critical of some strategic decisions made by his employer, pharmaceutical giant Kaiser Permanente, and questioning the financing of several information technology projects. Within hours, Deal’s computer was seized; he was later fired. Third is the time-consuming nature of . An estimated 62 trillion s are sent every year, of which approximately 60 percent, or 36 trillion.A survey of Canadian managers revealed 58 percent spent 2 to 4 hours per day reading and responding to s. The average worker checks his or her 50 times a day.To help control the time demand, experts suggest the following strategies. One, Don’t check in the morning. Two,Check in batches. Three, unsubscribe form inconsequential list serve groups. Fourth, Stop sending yourself. Five,Declare bankruptcy and just throw them away. disadvantage includes the limited expression of emotions in the communication. We tend to think of as a sort of sterile, faceless form of communication. Some researchers say the lack of visual and vocal cues means emotionally positive messages, like those including praise, will be seen as more emotionally neutral than the sender intended. s are often highly emotional. tends to have a disinhibiting effect on people; without the recipient’s facial expression to temper their emotional expression, senders write things they’d never be comfortable saying in person. If you find yourself angry or upset as you write an , save it as a draft, and look at it again once you are on a more even keel. When others send flaming messages, remain calm and try not to respond in kind. And, as hard as it might sometimes be, try to see the flaming message from the other party’s point of view. And lastly are privacy concerns. There are two privacy issues with . First, your s may be, and often are, monitored. Second, you need to exercise caution in forwarding from your company’s account to a personal, or “public” (for example, Gmail, Yahoo!, MSN), account. Some researchers say the lack of visual and vocal cues means emotionally positive messages, like those including praise, will be seen as more emotionally neutral than the sender intended.

LO 5 Instant Messaging and Text Messaging Like , instant messaging (IM) and text messaging (TM) use electronic media. Unlike , though, IM and TM either occur in real time (IM) or use portable communication devices (TM). The growth of TM has been spectacular. Despite their advantages, IM and TM aren’t going to replace . The second category of electronic communication is Instant Messaging and Text Messaging. Like , instant messaging (IM) and text messaging (TM) use electronic media.Unlike , though, IM and TM either occur in real time (IM) or use portable communication devices (TM).In just a few years, IM and TM have become pervasive. IM is usually sent via desktop or laptop computer, whereas TM is transmitted via cellphones or handheld devices such as BlackBerrys. The growth of TM has been spectacular. In 2001, for instance, just 8 percent of U.S. employees were using it.Now that number is more than 50 percent because IM and TM represent fast and inexpensive means for managers to stay in touch with employees and for employees to stay in touch with each other. Despite their advantages, IM and TM aren’t going to replace . is still probably a better device for conveying long messages that must be saved. IM is preferable for one- or two-line messages that would just clutter up an inbox.

LO 5 Social Networking Nowhere has communication been more transformed than in networking. More than 600 million users have created accounts at Facebook. The research and advisory firm Gartner Inc. estimates that social networking will soon replace as the primary form of business communication for 20 percent or more of business users. Nowhere has communication been more transformed than in social networking. With the growth of social networking platforms such as Facebook and Linkedin. More than 600 million users have created accounts at Facebook. Individuals older than age 25 are now its fastest-growing group of users. In a desire to maintain control over employee use of social networking for professional purposes, many organizations have developed their own in-house social networking applications. The research and advisory firm Gartner Inc. estimates that social networking will soon replace as the primary form of business communication for 20 percent or more of business users.Remember that a prospective employer might check your Facebook entries.Some entrepreneurs have developed software that mines such Web sites for companies or individuals that want to check up on a job applicant or potential date.

LO 5 Blogs A blog (Web log) is a Web site about a single person or company. Twitter is a hybrid social networking service that allows users to post “microblog” entries to their subscribers about any topic, including work. A blog orWeb log is a Web site about a single person or company. Experts estimate that more than 156 million blogs now exist. Millions of U.S. workers have blogs. And, of course, many organizations and organizational leaders have blogs that speak for the organization. Twitter is a hybrid social networking service that allows users to post “microblog” entries to their subscribers about any topic, including work. Many organizational leaders send Twitter messages (“tweets”), but they can also come from any employee about any work topic, leaving organizations with less control over the communication of important or sensitive information. Although some companies have policies governing the content of blogs and Twitter feeds, many don’t, and many posters say they have blogged or tweeted comments that could be construed as harmful to their company’s reputation. Many think their personal blogs are outside their employer’s purview, but if someone else in the company happens to read a critical or negative blog entry or post, there is nothing to keep him or her from sharing that information with others, and the employee could be dismissed as a result. One legal expert notes, “Employee bloggers mistakenly believe the First Amendment gives them the right to say whatever they want on their personal blogs. Wrong!” Also, beware of posting personal blog entries from work. More than three-quarters of employers actively monitor employees’ Web site connections. In short, if you are going to have a personal blog, maintain a strict work–personal “firewall.”

LO 5 Video Conferencing Video conferencing permits employees in an organization to have meetings with people at different locations. Video conferencing technology, in effect, allows employees to conduct interactive meetings without the necessity of being physically in the same location. Video conferencing permits employees in an organization to have meetings with people at different locations.Video conferencing technology, in effect, allows employees to conduct interactive meetings without the necessity of being physically in the same location.

Show how channel richness underlies the choice of communication channel
LO 6 Recent research has found that channels differ in their capacity to convey information, see Exhibit 11–6. Some are rich in that they have the ability to handle multiple cues simultaneously, facilitate rapid feedback, and be very personal. As Exhibit 11-6 illustrates, face-to-face conversation scores highest in channelrichness because it transmits the most information per communication episode using multiple information cues such as words, postures, facial expressions, gestures, intonations, immediate feedback,both verbal and nonverbal, and the personal touch of being present. Others are lean in that they score low on these factors.Impersonal written media such as formal reports and bulletins rate lowest in richness. The choice of one channel over another depends on whether the message is routine or nonroutine. Routine messages tend to be straightforward and have a minimum of ambiguity. Nonroutine messages tend to be complicated and have the potential for misunderstanding. Routine messages can efficiently be communicated through channels that are lower in richness. However, nonroutine messages can effectively be communicated only by selecting rich channels.

Differentiate between automatic and controlled processing of persuasive messages
LO 6 Automatic processing Arelatively superficial consideration of evidence and information. It takes little time and low effort. Disadvantage It lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo. To understand the process of communication, it is useful to consider two relatively different ways that we process information. First is Automatic processing. We often rely on automatic processing, a relatively superficial consideration of evidence and information making use of heuristics like those we discussed in Chapter 6. Automatic processing takes little time and low effort, so it makes sense to use it for processing persuasive messages related to topics you don’t care much about. The disadvantage is that it lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo.

Differentiate between automatic and controlled processing of persuasive messages
LO 6 Controlled processing You do independent research among experts who know something about the subject, gather information about prices from a variety of sources, and consider the costs and benefits of renting versus buying. Controlled processing requires effort and energy, but it’s harder to fool someone who has taken the time and effort to engage in it. So what is controlled processing?You do independent research among experts who know something about the subject, gather information about prices from a variety of sources, and consider the costs and benefits of renting versus buying. This is called controlled processing, a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy, but it’s harder to fool someone who has taken the time and effort to engage in it.

Identify common barriers to effective communication
LO 8 Barriers to Effective Communication Filtering Selective Perception Information Overload There are many barriers to effective communication. Let’s start with three. Filtering refers to a sender’s purposely manipulating information so it will be seen as more favorable by the receiver. For example, telling the boss what she wants to hear. The more levels in an organization’s structure, the more opportunities there are for filtering. Being reluctant to give bad news, or trying to please one’s boss distorts upward communications. Selective Perception describes when receivers in their communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics. Receivers project their interests and expectations into communications as they decode them. Information Overload is when the information we have to work with exceeds our processing capacity, the result is information overload. The result is they tend to select out, ignore, pass over, or forget information. Or they may put it aside until the overload situation is over. The result is lost information and less effective communication.

LO 8 Barriers to Effective Communication Emotions Language Silence Our next group begins with Emotion. These are how a receiver feels at the time a message is received will influence how he or she interprets it. Extreme emotions are likely to hinder effective communication. During those times we are most likely to disregard objective thinking and substitute emotions for judgments. The next category is Language.Words mean different things to different people. Individuals interpret meanings in different ways. For example, incentives and quotas are often perceived as implying manipulation causing resentment among lower levels of the organization. English, our common language, is far from uniform in usage. If we knew how each of us modified the language, we could minimize communication difficulties, but we usually don’t know. Senders tend to assume the words and terms they use mean the same to the receiver as to them. This assumption is often incorrect. Then we see silence as a barrier. It’s easy to ignore silence or lack of communication, precisely because it is defined by the absence of information. Research suggests silence and withholding communication are both common and problematic. One survey found that more than 85 percent of managers reported remaining silent about at least one issue of significant concern. Employee silence means managers lack information about ongoing operational problems. And silence regarding discrimination, harassment, corruption, and misconduct means top management cannot take action to eliminate this behavior. Finally, employees who are silent about important issues may also experience psychological stress. Silence is less likely where minority opinions are treated with respect, workgroup identification is high, and high procedural justice prevails. Practically, this means managers must make sure they behave in a supportive manner when employees voice divergent opinions or concerns, and they must take these under advisement. One act of ignoring or belittling an employee for expressing concerns may well lead the employee to withhold important future communication.

LO 8 Barriers to Effective Communication Communication Apprehension Lying An estimated five-to-twenty percent of the population suffer from communication apprehension. They experience undue tension or anxiety in oral and/or written communication. They may find it difficult to talk with others face-to-face or on the telephone. Studies show oral-communication apprehensives avoid situations, such as teaching, for which oral communication is a dominant requirement. But almost all jobs require some oral communication. Of greater concern is evidence that high oral-communication apprehensives distort the communication demands of their jobs in order to minimize the need for communication. So be aware that some people severely limit their oral communication and rationalize their actions by telling themselves communicating isn’t necessary for them to do their job effectively. The final barrier to effective communication is outright misrepresentation of information, or lying. People differ in their definition of what constitutes a lie. While the definition of a lie will continue to befuddle both ethicists and social scientists, there is no denying the prevalence of lying. In one diary study, the average person reported telling one to two lies per day, with some individuals telling considerably more. Compounded across a large organization, this is an enormous amount of deception happening every single day! Evidence also shows that people are more comfortable lying over the phone than face-to-face and more comfortable lying in s than when they have to write with pen and paper. Despite a great deal of investigation, research generally suggests most people are not very good at detecting deception in others. The problem is, there are no nonverbal or verbal cues unique to lying—averting your gaze, pausing, and shifting your posture can also be signals of nervousness, shyness, or doubt. Most people who lie take a number of steps to guard against being detected, so they might deliberately look a person in the eye when lying because they know that direct eye contact is (incorrectly) assumed to be a sign of truthfulness. Finally, many lies are embedded in truths; liars usually give a somewhat true account with just enough details changed to avoid detection. In sum, the frequency of lying and the difficulty in detecting liars makes this an especially strong barrier to effective communication in organizations.

Show how to overcome the potential problems in cross-cultural communication
LO 9 Cultural Barriers: Caused by semantics. Words mean different things to different people. Some words do not translate between cultures. Caused by word connotations. Words imply different things in different languages. Caused by tone differences. Caused by differences in tolerance for conflict and methods for resolving conflicts. Cultural Barriers to communication can be summed as follows. First, there are barriers caused by semantics. Words mean different things to different people. Some words do not translate between cultures. Finnish—the word sisu is untranslatable into English. It means something akin to “guts” or “dogged persistence.” English terms such as efficiency, free market, and regulation are not directly translatable into Russian. Second, there are barriers caused by word connotations. Words imply different things in different languages. The Japanese word hai means “yes,” but may mean “yes, I’m listening,” not “yes, I agree.” Third, there are barriers caused by tone differences. In some cultures, language is formal; in others, it is informal. The tone changes depending on the context. Fourth, there are differences in tolerance for conflict and methods for resolving conflicts.Individuals from individualist cultures tend to be more comfortable with direct conflicts and will make the source of their disagreements overt. Collectivists are more likely to acknowledge conflict only implicitly and avoid emotionally charged disputes. They may attribute conflicts to the situation more than to the individuals and therefore may not require explicit apologies to repair relationships, whereas individualists prefer explicit statements accepting responsibility for conflicts and public apologies to restore relationships.

LO 9 Cultures tend to differ in the importance to which context influences meaning. Countries like China, Korea, Japan, and Vietnam, are high-context cultures. They rely heavily on nonverbal and subtle situational cues when communicating with others. What is not said may be more significant than what is said. A person’s official status, place in society, and reputation carry considerable weightand public apologies to restore relationships. People from Europe and North America reflect their low-context cultures. They rely essentially on words to convey meaning. Body language or formal titles are secondary to spoken and written words.

LO 9 A Cultural Guide Assume differences until similarity is proven. Emphasize description rather than interpretation or evaluation. Practice empathy. Put yourself in the recipient’s shoes. Treat your interpretations as a working hypothesis. A Cultural Guide to overcome cultural barriers. One assume differences until similarity is proven. Emphasize description rather than interpretation or evaluation. Practice empathy. Put yourself in the recipient’s shoes. And, treat your interpretations as a working hypothesis.

Summary and Implications for Managers
Remember Uncertainty Distortion Ambiguity Incongruities Automatic vs Controlled Barriers to Communication You’ve probably discovered the link between communication and employee satisfaction in this chapter: the less uncertainty, the greater the satisfaction. Distortions, ambiguities, and incongruities between verbal and nonverbal messages all increase uncertainty and reduce satisfaction. The less distortion, the more employees will receive goals, feedback, and other management messages as intended. This, in turn, should reduce ambiguities and clarify the group’s task.Extensive use of vertical, lateral, and informal channels also increases communication flow, reduces uncertainty, and improves group performance and satisfaction.Perfect communication is unattainable. Yet a positive relationship exists between effective communication and worker productivity. Choosing the correct channel, being an effective listener, and using feedback can make for more effective communication.Whatever the sender’s expectations, the message as decoded in the receiver’s mind represents his or her reality. And this reality will determine performance, along with the individual’s level of motivation and degree of satisfaction. Because we gather so much meaning from the way a message is communicated, the potential for misunderstanding in electronic communication is great despite its advantages.We sometimes process messages relatively automatically, while at other times we use a more effortful, controlled process. Make sure you use communication strategies appropriate to your audience and the type of message you’re sending.Finally, by keeping in mind communication barriers such as gender and culture, we can overcome them and increase our communication effectiveness.

Copyright © 2013 Pearson Education
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2013 Pearson Education All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.

Organizational Behavior 15th Global Edition

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