1. Chapter 10 Communication
Essentials of
Organizational Behavior, 10/e
Stephen P. Robbins & Timothy A. Judge
Chapter 10
Communication

2. After studying this chapter, you should be able to:
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.
Contrast formal communication networks and the grapevine.
Identify common barriers to effective communication.
Show how to overcome the potential problems in cross- cultural communication.

3. The Communication Process

4. Channels of Communication
Formal
Informal
Path follows the authority chain
Messages relate to professional activities
Spontaneous channels from individual choice
Messages often personal or social

5. The Communication Process

6. Direction of Communication
Manager
Executive
Employee
Upward
Lateral
Downward

7. Interpersonal Communication
Three Forms:
Oral
Written
Nonverbal

8. Oral Communication Advantages Disadvantages Speed Feedback
Simple to Correct
Disadvantages
Potential for distorted message when passed through a number of people

9. Written Communication
Advantages
Disadvantages
Provide a tangible and verifiable record
Record can be stored for an indefinite period of time
Physically available for later reference
More likely to be well thought-out, logical, and clear
Time consuming
Lack of feedback
May not be read

10. Nonverbal Communication
Body language conveys:
The extent of affinity for another
The relative perceived status between a sender and receiver
Meaning changes with:
Intonation
Facial Expression
Physical Distance

11. Formal Small-Group Networks
Chain gives best accuracy
Wheel facilitates leadership development
All-Channel provides member satisfaction

12. The Grapevine Emerges when: Three Characteristics:
Situation is important
Ambiguity exists
Situation causes anxiety
Three Characteristics:
Not controlled by management
Perceived as being more believable and reliable (and often is)
Largely used to serve self-interest of those willing to communicate

13. Electronic Communication
Instant and Text Messaging
Web Logs (Blogs)
Videoconferencing

14. E-Mail Limitations Easy to misinterpret
Should not be used for negative messages
Overused and overwhelms
People are emotionally disinhibited
Privacy concerns

15. IM & TM Essentially real-time Inexpensive Good for short messages
> Deal?
> OMG y!
> ;)
> BRB-BOS
> k
IM & TM
Essentially real-time
Inexpensive
Good for short messages
Some find it intrusive and distracting
May be inappropriate for formal business messages

16. Social Networking Software
Explosive growth area.
Facebook® and MySpace ®
Individuals post information about themselves publicly – seen by:
Potential employers
Current employers
Police, federal agencies…

17. Web Logs (Blogs) Another public private space
Web sites about a single person or company usually updated daily
May be used to gather information from customers

18. Videoconferencing
Permits employees to conduct interactive meetings without being physically in the same room
Conserves travel funds
Becoming more accessible as costs drop

19. Knowledge Management
Process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time
Needs systemic approach

20. Barriers to Effective Communication
Filtering
Selective Perception
Information Overload
Emotions
Language
Communication Apprehension

21. Global Implications Cultural Communication Barriers:
Semantics – words mean different things to different people
Word Connotations – words imply different things in different languages
Tone Differences – in some cultures tone changes depending on context
Differences in Perception – different world views

22. A Cultural Guide Assume differences until similarity is proved
Emphasize description rather than interpretation or evaluation
Practice empathy
Treat your interpretation as a working hypothesis

23. Implications for Managers
Removing the uncertainty leads to greater satisfaction:
Communicate via multiple channels
Reduce distortion and incongruities for clarity
Use electronic media wisely and carefully
Cultural communication barriers can be overcome with understanding

24. Keep in Mind…
Each communication direction has its own challenge that must be overcome
Each form of communication has an optimal purpose and specific limitations – use appropriately
Communication barriers often retard or distort communication

25. Summary
Described the communication process and distinguished between formal and informal communication.
Contrasted downward, upward, and lateral communication and provided examples of each.
Contrasted oral, written, and nonverbal communication.
Contrasted formal communication networks and the grapevine.
Identified common barriers to effective communication.
Showed how to overcome the potential problems in cross-cultural communication.

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