1. CHAPTER 6
Communication

2. The importance of communication in the workplace
Striking statistic: Practicing managers spend about 80% of their time engaging in a single process: communication.
Topics to be covered:
Organizational influences on communication
Different forms of electronic communication
Personal factors that affect communication
Deception and how to detect it
Enhancing communication

3. Communication: a definition
Old definition: Communication is a process in which one person or group (the sender) transmits some type of information to another person or group (the receiver).
Newer, better definition: Communication is a two-way process in which information is exchanged within an intersubjective meaning context.

4. Organizational influences on communication
Organizational structure (tall versus flat) and communication: the formal channels
One-way versus two-way communication
Upward versus downward communication
The Mum Effect: the “shoot the messenger” effect
The grapevine and rumors: informal channels
Informal networks are accurate 80% of the time
Rumors are based on spite, speculation, overactive imagination, and/or wishful thinking
Be careful: trying to refute a rumor can backfire

5. Electronic communication: the new technologies
and internet etiquette
Advantages and drawbacks of
The 10 rules of “Netiquette”
Computer-mediated communication: some consequences
More detached, fewer affective cues, slower, more prone to misunderstanding, leaves an electron trail
More egalitarian, less social inhibition, may increase creative contributions, may reduce “groupthink”
Telecommuting: work life away from the office
Advantages
Disadvantages

6. The 10 rules of “Netiquette”
Make messages brief and to the point.
Don’t use alone to convey urgent messages.
Use group replies or mass mailings only when necessary.
Avoid having people read irrelevant material.
Use only as a supplement to other forms of interaction.
Treat people with respect, just as you would in person.
Respect the time and privacy of others.
Don’t flame people.
DON’T USE ALL CAPS!! THAT’S THE EQUIVALENT OF SHOUTING!!!
Don’t put anything into an that might come back to haunt you later.

7. Electronic communication: the new technologies
and internet etiquette
Advantages and drawbacks of
The ten rules of “Netiquette”
Computer-mediated communication: some consequences
More detached, fewer affective cues, slower, more prone to misunderstanding, leaves an electron trail
More egalitarian, may increase creative contributions, may reduce “groupthink”
Telecommuting: work life away from the office
Advantages
Disadvantages

9. Face-to-face and computer-mediated communication: some comparisons
More social inhibition
Better for socioemotional tasks
More conformity
General satisfaction
Positive feelings for group members
Differences in degree of participation
Computer-mediated
communication
More disinhibition
Better for intellective tasks
More independence
Some dissatisfaction
Some misunderstanding of group members
More equality of participation

10. Electronic communication: the new technologies
and internet etiquette
Advantages and drawbacks of
The ten rules of “Netiquette”
Computer-mediated communication: some consequences
More detached, fewer affective cues, slower, more prone to misunderstanding, leaves an electron trail
More egalitarian, may increase creative contributions, may reduce “groupthink”
Telecommuting: work life away from the office
Advantages
Disadvantages

11. Disadvantages of telecommuting
No disadvantages
Feeling of isolation
Reduced attention from coworkers
Managerial problems
Need for self-discipline
Technological problems
Reduced feelings of cohesion
Need to plan ahead
Percent reported 35 29 24 17 16 14 13

12. Personal influences on communication: different styles, different channels
Personal style and communication
The KISS principle
Fast talkers
Credibility: Trustworthiness and expertise
Verbal communication: oral versus written
Nonverbal communication
Gaze, posture, facial expressions, smiles, touch
Style of dress
Cultural differences (low context vs. high context)

13. Six basic emotions Happiness Sadness Surprise Fear Anger
Disgust / contempt

14. Deceiving others: how is it done and detected?
Types of lies and types of liars
Self-centered
Other-centered
Skill at lying and success at deceit
Socially skilled people are generally better liars
Men, on average, are slightly better liars than women
Our ability to detect other people’s lies is only slightly better than chance (53% vs. 50%).

15. Cues associated with lying and deception
Cues believed to signal deception
Less sustained eye contact
More posture shifts
Less smiling
Longer response times
Slower rate of speech
More speech errors
More speech hesitations
Unusual nonverbal behaviors
Higher vocal pitch
Cues associated with lying
Lack of spontaneity
Negative verbal statements
Less smiling
Dilation of pupils
Hesitation in speech
Self-touching
Body movement
Blinking
High vocal pitch

16. Effective communication: some useful techniques
Personal strategies
Courses intended to help people improve their communication skills
Sensitivity training
Listening: the other side of the coin
Active listening involves giving the other person feedback in the form of questions, interpretations, and clarifications