1. Communication
OS 386
October 24, 2002
Fisher

2. Agenda In-class writing Discuss communication methods and barriers
Exercise – what is the right communication method?
Review examples of org communications

3. In-class writing question
In your opinion, has technology improved communication? Why or why not?

4. Communication methods
Verbal
Oral
Written
Electronic
Instant messaging
Discussion boards, chat rooms
Non-verbal

5. Active Listening More than just hearing
Actions on part of listener to facilitate communication
Receiving message
Evaluating information
Responding
Showing interest
Checking for understanding

6. Communication Barriers
Perceptual errors
Filtering
Use of language
Jargon
Ambiguity
Slang
Information overload

7. Information Overload One effect of electronic communication
Receiving more information than you can possibly process
One effect – people ignore messages
If the message is never processed, communication has not occurred

8. Electronic Communication
Benefits?
Drawbacks?
Corporate monitoring of electronic communication

9. Non-verbal communication
Gestures, facial expressions, tone of voice carry meaning
More automatic, subconscious than verbal communication
Can be misinterpreted

10. Interpersonal Communication Styles
Three key styles
Assertive: expressive, self-enhancing
Aggressive: expressive and self-enhancing; takes advantage of others
Non-assertive: timid, self-denying; gives the other person an advantage
Assertive style tends to be most effective

11. Assertive Communication Style
Non-verbal patterns
Good eye contact
Strong, steady voice
Verbal patterns
Direct language
Limiting evaluative statements
Use of “I” statements

12. Which communication method is best?
Offer different attributes
Media richness
Symbolic meaning of media
Sensitivity of message
Select method most appropriate for the message and audience

13. How would you communicate:
Applying for a job
Setting up a group meeting time
Firing a person
Announcing change in class schedule
Asking someone out (on a date)
How to tie your shoes

14. How do organizations communicate?
Formal communications to employees
Newsletters, websites
Employee surveys
Training
Meetings
Informal communications among employees
Grapevine, water cooler

15. Employee Surveys Actually a two-way communication mechanism
What do these survey items communicate?
I can keep up with and learn new technologies that apply to my work.
I have the opportunity to participate in my performance evaluation.
I have observed sexual harassment in my work unit in the past year.

16. Training Mandated training programs
Sexual harassment
Time management
Availability of other types of programs
Supervisory skills
Computer skills

17. Meetings Large group meetings (“all-hands”)
Announce events
Sometimes held at regular intervals
Usually allow two-way communication
Opportunity to celebrate successes, deliver group rewards

18. Informal Communications
Grapevine - informal network based on social relationships

19. How good is the grapevine?
Can transmit information rapidly
Traditionally relies on social connections
Internet has increased speed and volume of information dissemination
Not always correct
Based on perceptions
Helps people deal with uncertainty and anxiety

20. Key learning points
Communication methods and styles must be matched to the situation
Many factors to consider
Non-verbal communication plays a big role
Technology has affected how we communicate

21. For next class Change in schedule!
Next class: Team Decision Making
Read Ch. 10, pp
Focus on techniques for team decision making
Will use LDL rooms for DM exercise
Reminder: the individual paper is due in one week