1. Organizational Communication

2. What are we talking about? Communication that takes place within the context of an organization

3. Organizational Communication is: the ways in which groups of people maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals

4. What is Structuration? The process of forming and maintaining structures through verbal and nonverbal communication, which establishes norms and rules governing members’ behaviors

5. Why Should You Learn About Organizational Communication? So you can ask informed questions about everyday business practices So you can ask informed questions about everyday business practices To develop communication skills that improve your ability to succeed in the workplace To develop communication skills that improve your ability to succeed in the workplace To improve the quality of your work life To improve the quality of your work life

6. Types of Organizations Economic Orientation – products/services Economic Orientation – products/services Political Orientation – generate and distribute power and control Political Orientation – generate and distribute power and control Integration Orientation – mediate and resolve discord Integration Orientation – mediate and resolve discord Pattern Maintenance Orientation – promote cultural and educational regularity Pattern Maintenance Orientation – promote cultural and educational regularity

7. Central Features of Organizations Types of Organizational Structures Types of Organizational Structures Traditional bureaucratic structures Traditional bureaucratic structures Division of labor – how work is divided Division of labor – how work is divided Chain of command – lines of authority Chain of command – lines of authority Downward communication – superiors initiate messages to subordinates Downward communication – superiors initiate messages to subordinates

8. Central Features of Organizations Types of Organizational Structures Types of Organizational Structures Participatory structures Participatory structures Value individuals’ goals needs and feelings while pursuing organizational objectives Value individuals’ goals needs and feelings while pursuing organizational objectives Encourage participation of members Encourage participation of members Quality circles Quality circles Autonomous work groups Autonomous work groups Alternative work groups Alternative work groups

9. Central Features of Organizations Communication Networks Communication Networks Formal communication networks – follow prescribed channels of communication Formal communication networks – follow prescribed channels of communication Informal communication networks – emerges from the natural social interaction among organization members Informal communication networks – emerges from the natural social interaction among organization members

10. Formal Communication Flow

11. Central Features of Organizations Organizational Assimilation Organizational Assimilation Organizational culture Organizational culture Formal sources of information Formal sources of information Informal sources of information Informal sources of information

12. Communication Competence in the Workplace Behavioral Characteristics of Competent Communicators Behavioral Characteristics of Competent Communicators Immediacy – psychological closeness Immediacy – psychological closeness Supportiveness – empathy, sense of personal control Supportiveness – empathy, sense of personal control Strategic ambiguity – purposeful use of symbols to allow multiple interpretations Strategic ambiguity – purposeful use of symbols to allow multiple interpretations Interaction management – Interaction management – patterns of interaction to patterns of interaction to move among topics move among topics

13. Communication Competence in the Workplace Conflict Management Skills Conflict Management Skills Avoidance – deny the existence of conflict Avoidance – deny the existence of conflict Competition – conflict is seen as a battle with a winner and a loser Competition – conflict is seen as a battle with a winner and a loser Compromise – willingness to negotiate and lose some of your position if the other party is willing to do the same Compromise – willingness to negotiate and lose some of your position if the other party is willing to do the same Accommodation – set aside your views in favor of the other’s Accommodation – set aside your views in favor of the other’s Collaboration – thoughtful negotiation and reasoned compromise Collaboration – thoughtful negotiation and reasoned compromise

14. Communication Competence in the Workplace Customer Service Encounter – moment of interaction between the customer and the firm Customer Service Encounter – moment of interaction between the customer and the firm Customer Service Skills Customer Service Skills Compliance gaining strategies – promise, threat, pre-giving, moral appeal, liking Compliance gaining strategies – promise, threat, pre-giving, moral appeal, liking Emotional labor – jobs in which employees are expected to display certain feelings in order to satisfy organizational role expectations Emotional labor – jobs in which employees are expected to display certain feelings in order to satisfy organizational role expectations

15. The Dark Side of Workplace Communication Aggressive Communication Aggressive Communication Verbal aggressiveness Verbal aggressiveness Workplace aggression Workplace aggression Workplace violence Workplace violence Sexual Harassment Sexual Harassment Unwelcome, unsolicited, repeated behavior of a sexual nature Unwelcome, unsolicited, repeated behavior of a sexual nature Quid-pro-quo – this for that Quid-pro-quo – this for that Hostile work environment – workplace conditions that are sexually offensive, initimidating, or hostile Hostile work environment – workplace conditions that are sexually offensive, initimidating, or hostile