1. 0 Chapter11 Communication Muchlis. Ferry Oktavianto Muis. Indra Safitri. Agung Santoso. Dwi Putranto Widodo. Roos Indra Djaja. Zulfan Adian Jaya Nainggolan.

2. 1 Functions of Communication  Communication The transference and the understanding of meaningThe transference and the understanding of meaning  Communication Functions: Control member behaviorControl member behavior Foster motivation for what is to be doneFoster motivation for what is to be done Provide a release for emotional expressionProvide a release for emotional expression Provide information needed to make decisionsProvide information needed to make decisions

3. 2 The Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning (Exhibit 11- 1)The steps between a source and a receiver that result in the transference and understanding of meaning (Exhibit 11- 1) The Sender – initiates messageThe Sender – initiates message Encoding – translating thought to messageEncoding – translating thought to message The Message – what is communicatedThe Message – what is communicated The Channel – the medium the message travels throughThe Channel – the medium the message travels through Decoding – the receiver’s action in making sense of the messageDecoding – the receiver’s action in making sense of the message The Receiver – person who gets the messageThe Receiver – person who gets the message Noise – things that interfere with the messageNoise – things that interfere with the message Feedback – a return message regarding the initial communicationFeedback – a return message regarding the initial communication

4. 3 Communication Channels  Channel The medium selected by the sender through which the message travels to the receiverThe medium selected by the sender through which the message travels to the receiver  Types of Channels Formal ChannelsFormal Channels  Are established by the organization and transmit messages that are related to the professional activities of members Informal ChannelsInformal Channels  Used to transmit personal or social messages in the organization. These informal channels are spontaneous and emerge as a response to individual choices

5. 4 Direction of Communication UpwardUpward Flow to a higher level in the group or organization DownwardDownward Communication that flows from one level of a group or organization to a lower level LateralLateral When communication takes place among members of the same work group, among same level, among manager at the same level, among any other horizontally equivalent personnel

6. 5 Interpersonal Communication  Oral Communication Advantages: Speed and feedbackAdvantages: Speed and feedback Disadvantage: Distortion of the messageDisadvantage: Distortion of the message  Written Communication Advantages: Tangible and verifiableAdvantages: Tangible and verifiable Disadvantages: Time-consuming and lacks feedbackDisadvantages: Time-consuming and lacks feedback  Nonverbal Communication Advantages: Supports other communications and provides observable expression of emotions and feelingsAdvantages: Supports other communications and provides observable expression of emotions and feelings Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of messageDisadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message

7. 6 Nonverbal Communication  Body Movement Unconscious motions that provide meaningUnconscious motions that provide meaning Shows extent of interest in another and relative perceived status differencesShows extent of interest in another and relative perceived status differences  Intonations and Voice Emphasis The way something is said can change meaningThe way something is said can change meaning  Facial Expressions Show emotionShow emotion  Physical Distance between Sender and Receiver Depends on cultural normsDepends on cultural norms Can express interest or statusCan express interest or status

8. 7  Formal Small – Group Network  The Grapevine  Electronic Communications  Knowledge Management Organizational Communication

9. 8 Three Common Formal Small- Group Networks  Chain: Rigidly follows the chain of commandRigidly follows the chain of command Chain

10. 9 Three Common Formal Small- Group Networks  Wheel: Relies on a central figure to act as the conduit for all communicationRelies on a central figure to act as the conduit for all communication Team with a strong leaderTeam with a strong leader Wheel

11. 10 Three Common Formal Small- Group Networks  All Channel: All group members communicate actively with each otherAll group members communicate actively with each other Self-managed teamsSelf-managed teams All Channel

12. 11 Small Group Network Effectiveness  Small group effectiveness depends on the desired outcome variable Criteria Chain Wheel All Channel Speed Moderate Fast Fast Accuracy High High Moderate Emergence of a leader Moderate High None Member satisfaction Moderate Low High TYPES OF NETWORKS

13. 12 The Grapevine  Three Main Grapevine Characteristics: Informal, not controlled by managementInformal, not controlled by management Perceived by most employees as being more believable and reliable than formal communicationsPerceived by most employees as being more believable and reliable than formal communications Largely used to serve the self-interests of those who use itLargely used to serve the self-interests of those who use it  Results from: Desire for information about important situationsDesire for information about important situations Ambiguous conditionsAmbiguous conditions Conditions that cause anxietyConditions that cause anxiety  Insightful to managers  Serves employee’s social needs

14. 13  Announce timetables for making important decisions  Explain decisions and behaviors that may appear inconsistent or secretive  Emphasize the downside, as well as the upside, of current decisions and future plans  Openly discuss worst-case possibilities— they are almost never as anxiety- provoking as the unspoken fantasy Suggestions for reducing the negative Consequences of Rumors

15. 14 Electronic Communications  E-mail Advantages: Quickly written, sent, and stored; low cost for distributionAdvantages: Quickly written, sent, and stored; low cost for distribution Disadvantages:Disadvantages:  Messages are easily and commonly misinterpreted  Not appropriate for sending negative messages  Overused and overloading readers  Removes inhibitions and can cause emotional responses and flaming  Difficult to “get” emotional state understood – emoticons  Non-private: e-mail is often monitored and may be forwarded to anyone

16. 15 Electronic Communications  Instant/Text Messaging Forms of “real time” communication of short messages that often use portable communication devices  Explosive growth in business use  Fast and inexpensive means of communication  Can be intrusive and distracting  Easily “hacked” with weak security  Can be seen as too informal Instant MessagingInstant Messaging  Immediate e-mail sent to receiver’s desktop or device Text MessagesText Messages  Short messages typically sent to cell phones or other handheld devices

17. 16 Electronic Communications  Networking Software Linked systems organically spread throughout the nation and world that can be accessed by a PCLinked systems organically spread throughout the nation and world that can be accessed by a PC Includes:Includes:  Social networks like MySpace® and Facebook®  Professional networks like Zoominfo® and Ziggs®  Corporate networks such as IBM’s BluePages® Key Points:Key Points:  These are public spaces – anyone can see what you post  Can be used for job application screening  Avoid “over stimulating” your contacts

18. 17 Electronic Communications  Web Logs (Blogs) Blogs: websites about a single person (or entity) that are typically updated dailyBlogs: websites about a single person (or entity) that are typically updated daily  A popular but potentially dangerous activity: Employees may post harmful informationEmployees may post harmful information Such comments may be cause for dismissalSuch comments may be cause for dismissal No First Amendment rights protectionNo First Amendment rights protection Can be against company policy to post in the blog during company time and on company equipment/connectionsCan be against company policy to post in the blog during company time and on company equipment/connections

19. 18 Electronic Communications  Videoconferencing uses live audio and video Internet streaming to create virtual meetings  Now uses inexpensive webcams and laptops in place of formal videoconferencing rooms

20. 19 Knowledge Management  The process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time.  Important because: Intellectual assets are as critical as physical assets.Intellectual assets are as critical as physical assets. When individuals leave, their knowledge and experience go with them.When individuals leave, their knowledge and experience go with them. A KM system reduces redundancy and makes the organization more efficient.A KM system reduces redundancy and makes the organization more efficient.  Requires an organizational culture that values sharing of information.

21. 20 Choice of Communication Channel  The model of “media richness” helps explain an individual’s choice of communication channel Channels vary in their capacity to convey informationChannels vary in their capacity to convey information Exhibit 11-6Exhibit 11-6  A “rich” channel is one that can: Handle multiple cues simultaneouslyHandle multiple cues simultaneously Facilitate rapid feedbackFacilitate rapid feedback Be very personalBe very personal  Choice depends on whether the message is routine  High-performing managers tend to be very media-sensitive

22. 21 Barriers to Effective Communication  Filtering A sender’s manipulation of information so that it will be seen more favorably by the receiverA sender’s manipulation of information so that it will be seen more favorably by the receiver  Selective Perception People selectively interpret what they see on the basis of their interests, background, experience, and attitudesPeople selectively interpret what they see on the basis of their interests, background, experience, and attitudes  Information Overload A condition in which information inflow exceeds an individual’s processing capacityA condition in which information inflow exceeds an individual’s processing capacity  Emotions How a receiver feels at the time a message is received will influence how the message is interpreted.How a receiver feels at the time a message is received will influence how the message is interpreted.

23. 22 Barriers to Effective Communication  Language Words have different meanings to different people.Words have different meanings to different people.  Communication Apprehension Undue tension and anxiety about oral communication, written communication, or bothUndue tension and anxiety about oral communication, written communication, or both  Gender Differences Men tend to talk to emphasize status while women talk to create connectionsMen tend to talk to emphasize status while women talk to create connections

24. 23  Politically Correct (PC) Communication Communication so concerned with being inoffensive that meaning and simplicity are lost or free expression is hamperedCommunication so concerned with being inoffensive that meaning and simplicity are lost or free expression is hampered Certain words do stereotype, intimidate, and insultCertain words do stereotype, intimidate, and insult  In a highly diverse workforce this is problematic: “Garbage” becomes “post-consumer waste materials”“Garbage” becomes “post-consumer waste materials” “Quotas” become “educational equity”“Quotas” become “educational equity” “Women” become “people of gender”“Women” become “people of gender”  Such non-standard sanitizing of potentially offensive words can reduce the clarity of messages Barriers to Effective Communication

25. 24 Global Implications  Cross-cultural factors increase communication difficulties  Cultural Barriers: Semantics: some words aren’t translatableSemantics: some words aren’t translatable Word Connotations: some words imply multiple meanings beyond their definitionsWord Connotations: some words imply multiple meanings beyond their definitions Tone Differences: the acceptable level of formality of languageTone Differences: the acceptable level of formality of language Perception Differences: language affects worldviewPerception Differences: language affects worldview  Cultural Context: The importance of social context to meaningThe importance of social context to meaning Low-context cultures (like the U.S.) rely on words for meaningLow-context cultures (like the U.S.) rely on words for meaning High-context cultures gain meaning from the whole situationHigh-context cultures gain meaning from the whole situation Body language issues: Exhibit 11-9Body language issues: Exhibit 11-9

26. 25  A Cultural Guide To reduce your chance of making a faux pas in another culture, err on the side of caution by:To reduce your chance of making a faux pas in another culture, err on the side of caution by:  Assuming differences until similarity is proven  Emphasizing description rather than interpretation or evaluation  Practicing empathy in communication  Treating your interpretations as working hypotheses Global Implications

27. 26 Summary and Managerial Implications  The less employees are uncertain, the greater their satisfaction; good communication reduces uncertainty!  Communication is improved by: Choosing the correct channelChoosing the correct channel Being a good listenerBeing a good listener Using feedbackUsing feedback  Potential for misunderstanding in electronic communication is higher than for traditional modes  There are many barriers to international communication that must be overcome

28. 27 Thank You