1. ORGANIZATIONAL BEHAVIOR S T E P H E N P. R O B B I N S W W W. P R E N H A L L. C O M / R O B B I N S T E N T H E D I T I O N © 2003 Prentice Hall Inc. All rights reserved. PowerPoint Presentation by Charlie Cook

2. © 2003 Prentice Hall Inc. All rights reserved.10–2 AFTER STUDYING THIS CHAPTER, YOU SHOULD BE ABLE TO: 1.Describe the communication process. 2.Contrast the advantages and disadvantages of oral versus written communication. 3.Compare the effectiveness of the chain, wheel, and all-channel networks. 4.Identify the factors affecting the use of the grapevine. 5.Discuss how computer-aided technology is changing organizational communication. L E A R N I N G O B J E C T I V E S

3. © 2003 Prentice Hall Inc. All rights reserved.10–3 AFTER STUDYING THIS CHAPTER, YOU SHOULD BE ABLE TO: 6.Explain the importance of channel richness to improving communication effectiveness. 7.Identify common barriers to effective communication. 8.List behaviors related to effective active listening. 9.Contrast the meaning of talk for men versus women. 10.Describe the potential problems in cross- cultural communication. L E A R N I N G O B J E C T I V E S (cont’d)

4. © 2003 Prentice Hall Inc. All rights reserved.10–4 Functions of Communication Communication Functions 1.Control member behavior. 2.Foster motivation for what is to be done. 3.Provide a release for emotional expression. 4.Provide information needed to make decisions. Communication Functions 1.Control member behavior. 2.Foster motivation for what is to be done. 3.Provide a release for emotional expression. 4.Provide information needed to make decisions.

5. © 2003 Prentice Hall Inc. All rights reserved.10–5 The Communication Process Model E X H I B I T 10-1

6. © 2003 Prentice Hall Inc. All rights reserved.10–6 Direction of Communication Upward Downward Lateral

7. © 2003 Prentice Hall Inc. All rights reserved.10–7 Interpersonal Communication  Oral Communication –Advantages: Speed and feedback. –Disadvantage: Distortion of the message.  Written Communication –Advantages: Tangible and verifiable. –Disadvantages: Time consuming and lacks feedback.  Nonverbal Communication –Advantages: Supports other communications and provides observable expression of emotions and feelings. –Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message.

8. © 2003 Prentice Hall Inc. All rights reserved.10–8 Intonations: It’s the Way You Say It! E X H I B I T 10-2

9. © 2003 Prentice Hall Inc. All rights reserved.10–9 Three Common Formal Small-Group Networks E X H I B I T 10-3

10. © 2003 Prentice Hall Inc. All rights reserved.10–10 Small-Group Networks and Effectiveness Criteria E X H I B I T 10-4

11. © 2003 Prentice Hall Inc. All rights reserved.10–11 Grapevine  Grapevine Characteristics –Not controlled by management. –Perceived by most employees as being more believable and reliable than formal communications. –Largely used to serve the self-interests of those who use it. –Results from: Desire for information about important situations Ambiguous conditions Conditions that cause anxiety

12. © 2003 Prentice Hall Inc. All rights reserved.10–12 Suggestions for Reducing the Negative Consequences of Rumors E X H I B I T 10-5

13. © 2003 Prentice Hall Inc. All rights reserved.10–13 Computer-Aided Communication  E-mail –Advantages: quickly written, sent, and stored; low cost for distribution. –Disadvantages: information overload, lack of emotional content, cold and impersonal.  Intranet –A private organization-wide information network.  Extranet –An information network connecting employees with external suppliers, customers, and strategic partners.  Videoconferencing –An extension of an intranet or extranet that permits face-to-face virtual meetings via video links.

14. © 2003 Prentice Hall Inc. All rights reserved.10–14 Emoticons: Showing Emotion in E-Mail E X H I B I T 10-6

15. © 2003 Prentice Hall Inc. All rights reserved.10–15 Choice of Communication Channel Characteristics of Rich Channels 1.Handle multiple cues simultaneously. 2.Facilitate rapid feedback. 3.Are very personal in context. Characteristics of Rich Channels 1.Handle multiple cues simultaneously. 2.Facilitate rapid feedback. 3.Are very personal in context.

16. © 2003 Prentice Hall Inc. All rights reserved.10–16 Information Richness of Communication Channels E X H I B I T 10-7 Low channel richnessHigh channel richness RoutineNonroutine

17. © 2003 Prentice Hall Inc. All rights reserved.10–17 Barriers to Effective Communication

18. © 2003 Prentice Hall Inc. All rights reserved.10–18 Barriers to Effective Communication (cont’d) emotions How a receiver feels at the time a message is received will influence how the message is interpreted. language Words have different meanings to different people.

19. © 2003 Prentice Hall Inc. All rights reserved.10–19 Communication Barriers Between Men and Women  Men talk to: –Emphasize status, power, and independence. –Complain that women talk on and on. –Offer solutions. –To boast about their accomplishments.  Women talk to: –Establish connection and intimacy. –Criticize men for not listening. –Speak of problems to promote closeness. –Express regret and restore balance to a conversation.

20. © 2003 Prentice Hall Inc. All rights reserved.10–20 Cross-Cultural Communication  Cultural Barriers –Barriers caused by semantics –Barriers caused by word connotations –Barriers caused by tone differences –Barriers caused by differences among perceptions

21. © 2003 Prentice Hall Inc. All rights reserved.10–21 Hand Gestures Mean Different Things in Different Countries E X H I B I T 10-10a

22. © 2003 Prentice Hall Inc. All rights reserved.10–22 Hand Gestures Mean Different Things in Different Countries (cont’d) E X H I B I T 10-10b

23. © 2003 Prentice Hall Inc. All rights reserved.10–23 Communication Barriers and Cultural Context

24. © 2003 Prentice Hall Inc. All rights reserved.10–24 High- vs. Low- Context Cultures E X H I B I T 10-11

25. © 2003 Prentice Hall Inc. All rights reserved.10–25 A Cultural Guide Cultural Context Communication Rules: 1.Assume differences until similarity is proven. 2.Emphasize description rather than interpretation or evaluation. 3.Practice empathy. 4.Treat your interpretations as a working hypothesis. Cultural Context Communication Rules: 1.Assume differences until similarity is proven. 2.Emphasize description rather than interpretation or evaluation. 3.Practice empathy. 4.Treat your interpretations as a working hypothesis.