1. Communication in Organizations Chapter 9 9-1 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

2. Learning Objectives 1.Describe the process of communication and its fundamental purposes in organizations. 2.Identify various forms of verbal media used in organizations, and explain which ones are most appropriate for communicating messages of different types. 3.Explain how technology has influenced organizational communication. 9-2 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

3. Learning Objectives 4.Describe how people’s communication patterns differ as a function of their sex and culture. 5.Distinguish between the various forms of formal and informal communication that occur in organizations and how they operate. 6.Explain how you can improve your effectiveness as a communicator in organizations. 9-3 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

4. Communication The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver). 9-4 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

5. Communication Process 9-5 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

6. Communication Purposes  Directing action  Linking and coordination  Building relationships  Explaining organizational culture 9-6 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

7. Communication Purposes  Inter-organizational linking  Presenting an organization’s image  Generating ideas  Promoting ideals and values Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 9-7

8. Verbal Communication  Verbal media Face-to-face conversations Telephone Memos Letters Flyers Newsletters Employee handbooks  Match medium to the message 9-8 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

9. Verbal Media Continuum 9-9 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

10. Nonverbal Communication  Mode of dress  Waiting time  Seating position  Body language 9-10 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

11. Computer-Mediated Communication  Synchronous Videoconferences or Web casts Cyber meetings  Asynchronous E-mail Information overload Flaming Emoticons Instant messaging 9-11 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

12. Computer-Mediated Communication  Privacy violations  Usage considerations Establish and follow clear monitoring policy Apply privacy policy equally Maintain complete company records privacy 9-12 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

13. Interpersonal Skills Influence Internet Use 9-13 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

14. Formal Communication  Organizational structure Organization chart  Types Upward Downward Lateral MUM effect 9-14 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

15. Organization Chart 9-15 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

16. Informal Communication  Old boys network  Snowball effect  The grapevine  Rumors Pipe dreams Bogie rumors Wedge drivers Home-stretchers 9-16 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

17. Informal Communication Networks 9-17 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

18. Improving Communication Skills  Use jargon sparingly  Be consistent in what you say and do 9-18 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

19. Improving Communication Skills  Become active, attentive listener  Understand others’ ideas before formulating reply  Avoid overload 9-19 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

20. HURIER Model 9-20 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

21. Improving Communication Skills  Give and receive feedback 360-degree feedback Suggestion systems Corporate hotlines Informal meetings Employee surveys 9-21 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

22. Supportive Communication  Focus on the problem, not the person  Honestly say what you mean  Own-up to your decisions  Use validating language  Strive to keep the conversation going  Use inspirational communication tactics 9-22 Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall

23. This work is protected by United States copyright laws and is provided solely for the use of instructors in teaching their courses and assessing student learning. Dissemination or sale of any part of this work (including on the World Wide Web) will destroy the integrity of the work and is not permitted. The work and materials from it should never be made available to students except by instructors using the accompanying text in their classes. All recipients of this work are expected to abide by these restrictions and to honor the intended pedagogical purposes and the needs of other instructors who rely on these materials. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 9-23