1. Copyright ©2012 Pearson Education Chapter 10 Communication Process 10-1 Essentials of Organizational Behavior, 11/e Stephen P. Robbins & Timothy A. Judge

2. Copyright ©2012 Pearson Education After studying this chapter, you should be able to: 10-2 1. Describe the communication process, and distinguish between formal and informal communication. 2. Contrast downward, upward, and lateral communication and provide examples of each. 3. Contrast oral, written, and nonverbal communication. 4. Contrast formal communication networks and the grapevine. 5. Identify common barriers to effective communication. 6. Show how to overcome the potential problems in cross-cultural communication.

3. Copyright ©2012 Pearson Education The Communication Process 10-3

4. Copyright ©2012 Pearson Education Channels of Communication  Path follows the authority chain  Messages relate to professional activities  Spontaneous channels from individual choice  Messages often personal or social 10-4 Formal Informal

5. Copyright ©2012 Pearson Education Direction of Communication 10-5 Manager Executive Manager Employee Manager Upward Downward Lateral

6. Copyright ©2012 Pearson Education Interpersonal Communication 10-6 Three Forms:  Oral  Written  Nonverbal

7. Copyright ©2012 Pearson Education Oral Communication 10-7  Advantages  Speed  Feedback  Simple to Correct  Disadvantages  Potential for distorted message when passed through a number of people

8. Copyright ©2012 Pearson Education Written Communication  Provide a tangible and verifiable record  Record can be stored for an indefinite period of time  Physically available for later reference  More likely to be well thought-out, logical, and clear  Time consuming  Lack of feedback  May not be read 10-8 AdvantagesDisadvantages

9. Copyright ©2012 Pearson Education Nonverbal Communication 10-9  Body language conveys:  The extent of affinity for another  The relative perceived status between a sender and receiver  Meaning changes with:  Intonation  Facial Expression  Physical Distance

10. Copyright ©2012 Pearson Education Formal Small-Group Networks 10-10  Chain gives best accuracy  Wheel facilitates leadership development  All-Channel provides member satisfaction

11. Copyright ©2012 Pearson Education The Grapevine 10-11  Emerges when:  Situation is important  Ambiguity exists  Situation causes anxiety  Three Characteristics:  Not controlled by management  Perceived as being more believable and reliable (and often is)  Largely used to serve self-interest of those willing to communicate

12. Copyright ©2012 Pearson Education Electronic Communication 10-12  E-mail  Instant and Text Messaging  Videoconferencing

13. Copyright ©2012 Pearson Education E-Mail Limitations 10-13  Easy to misinterpret  Should not be used for negative messages  Overused and overwhelms  People are emotionally uninhibited  Privacy concerns

14. Copyright ©2012 Pearson Education IM & TM 10-14  Essentially real-time  Inexpensive  Good for short messages  Some find it intrusive and distracting  May be inappropriate for formal business messages > Deal? > OMG y! > ;) > BRB-BOS > k

15. Copyright ©2012 Pearson Education Videoconferencing 10-15  Permits employees to conduct interactive meetings without being physically in the same room  Conserves travel funds  Becoming more accessible as costs drop

16. Copyright ©2012 Pearson Education Barriers to Effective Communication 10-16  Filtering  Selective Perception  Information Overload  Emotions  Language  Communication Apprehension

17. Copyright ©2012 Pearson Education Global Implications 10-17 Cultural Communication Barriers: 1. Semantics – words mean different things to different people 2. Word Connotations – words imply different things in different languages 3. Tone Differences – in some cultures tone changes depending on context 4. Differences in Perception – different world views

18. Copyright ©2012 Pearson Education A Cultural Guide 10-18 1. Assume differences until similarity is proved 2. Emphasize description rather than interpretation or evaluation 3. Practice empathy 4. Treat your interpretation as a working hypothesis

19. Copyright ©2012 Pearson Education Implications for Managers 10-19  Removing the uncertainty leads to greater satisfaction:  Communicate via multiple channels  Reduce distortion and incongruities for clarity  Use electronic media wisely and carefully  Cultural communication barriers can be overcome with understanding

20. Copyright ©2012 Pearson Education Keep in Mind… 10-20  Each communication direction has its own challenge that must be overcome  Each form of communication has an optimal purpose and specific limitations – use appropriately  Communication barriers often retard or distort communication

21. Copyright ©2012 Pearson Education Summary 10-21 1. Described the communication process and distinguished between formal and informal communication. 2. Contrasted downward, upward, and lateral communication and provided examples of each. 3. Contrasted oral, written, and nonverbal communication. 4. Contrasted formal communication networks and the grapevine. 5. Identified common barriers to effective communication. 6. Showed how to overcome the potential problems in cross- cultural communication.

22. Copyright ©2012 Pearson Education 10-22 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.