1.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione C H A P T E R 11 Communicating in organisational settings

2.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 2 Chapter learning objectives 1.Diagram the communication process. 2.Identify four common communication barriers. 3.Describe problems with communicating through electronic mail. 4.Explain how non-verbal communication relates to emotional labour and emotional contagion. 5.Identify two conditions requiring a channel with high media richness. 6.Summarise four communication strategies in organisational hierarchies. 7.Describe characteristics of the organisational grapevine. 8.Discuss the degree to which men and women communicate differently. 9.Outline the key elements of getting your message across and active listening.

3.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 3 Tom Phillips: master communicator The uncertain future of Mitsubishi Motors Australia Ltd (MMAL) has kept chief executive Tom Phillips busy as a corporate communicator. Phillips kept everyone informed of the company’s future through town hall meetings (shown here) and visits to the shop floor. © R. Millard, The Advertiser/(Adelaide)

4.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 4 Four functions of communication  Knowledge management  Decision making  Coordinating work activities  Fulfilling relatedness needs © R. Millard, The Advertiser/(Adelaide)

5.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 5 Receiver Decodemessage Encodefeedback Formfeedback Sender Formmessage Encodemessage Decodefeedback Transmitmessage Transmitfeedback Receiveencodedmessage Receivefeedback Noise Communication process model

6.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 6 Communication barriers  Perceptions  Filtering  Language  jargon  ambiguity  Information overload © Photodisc. With permission.

7.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 7 Episodes of information overload Employee’s information processing capacity Time Information load Information overload

8.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 8 Managing information overload  Solution 1: Increase information processing capacity  learn to digest information more quickly  temporarily work longer hours  Solution 2: Reduce information load  buffering  omitting  summarising

9.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 9 Communicating through email  Advantages of email  efficient medium  asynchronous  random information access  fewer social status barriers  Problems with email  information overload  interpreting emotions  flaming  lacks empathy or social support

10.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 10 :-) :-} <:-) :-X :-j {} Email emoticons Happy Smirk Dumb question OOPS! Tongue in cheek Hug

11.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 11 Non-verbal communication  Actions, gestures, facial expressions, etc  Transmits most info in face-to-face meetings  Influences meaning of verbal and written symbols  Less rule bound than verbal communication  Important part of emotional labour

12.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 12 Face-to-face Telephone Email Newsletters Oversimplified zone Overloaded zone Routine/ clear Non-routine/ ambiguous Rich Lean Media richness Situation Hierarchy of media richness

13.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 13 © C. Mikula/Ottawa Citizen MBWA of Pearse Flynn Pearse Flynn encourages communication by redesigning buildings and asking staff to write their opinions on sticky notes. The former Alcatel executive (now CEO of Damovo) also practises management by wandering around by chatting with employees in offices and pubs.

14.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 14 Communicating in hierarchies  Newsletters and e-zines  multi-pronged strategy  Workspace design  need to balance need to concentrate with improved informal communication  Employee surveys  Management by walking around © C. Mikula/Ottawa Citizen

15.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 15 Organisational grapevine  Early research findings  transmits information rapidly in all directions  follows a cluster chain pattern  more active in homogeneous groups  transmits some degree of truth  Changes due to Internet  email etc becoming main grapevine medium  social networks are now global  vault.com extends gossip to anyone

16.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 16 Grapevine: benefits and problems  Benefits  supplements information  strengthens corporate culture  relieves anxiety  signals that problems exist  Problems  suggests lack of concern for employees  distortions might escalate anxiety

17.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 17 Cross-cultural communication  Verbal differences  language  voice intonation  Non-verbal differences  interpreting non-verbal meaning  importance of verbal versus non-verbal  silence and conversational overlaps

18.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 18 MenWomen Gender communication differences Give advice quickly and directly Give advice indirectly and reluctantly Report talk Rapport talk Avoid asking for information Frequently ask for information Less sensitive to non-verbal cues More sensitive to non-verbal cues

19.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 19 Getting your message across  Empathise  Repeat the message  Use timing effectively  Be descriptive © Photodisc. With permission.

20.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 20 ACTIVE LISTENING Sensing Postpone evaluation Postpone evaluation Avoid interruptions Avoid interruptions Maintain interest Maintain interest Evaluating Empathise Empathise Organise information Organise informationResponding Show interest Show interest Clarify the message Clarify the message Active listening process

21.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione 21 Overview of the next chapter  The five bases of power  How information relates to power in organisations  Contingencies of power  Power dynamics in sexual harassment and workplace romance  Advantages and disadvantages of organisational politics  Six types of political activity in organisations  Controlling dysfunctional organisational politics  Features of persuasive communication

22.  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione C H A P T E R 11 Communicating in organisational settings