Communication in Organizations Learning Objectives 1 2

Communication in Organizations

Learning Objectives 1. 2. 3. 4. 5. 6. Describe the process of communication and its role in organizations. Identify various forms of verbal media used in organizations, and explain which ones are most appropriate for communicating messages of different types. Explain how style of dress and the use of time and space are used to communicate nonverbally in organizations. Describe various types of individual differences with respect to how people communicate with each other. Describe the formal and informal forces that are responsible for communication in organizations. Explain the various things you can do to improve your effectiveness as a communicator in organizations. © Copyright 2003, Prentice Hall 2

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) © Copyright 2003, Prentice Hall 3

Communication Concepts l l l Encoding: The process by which an idea is transformed Encoding so that it can be transmitted to, and recognized by, a receiver (e. g. , a written or spoken message). Channels of Communication: The pathways over which Communication messages are transmitted (e. g. , telephone lines, mail). Decoding: The process by which a receiver of messages Decoding transforms them back into the sender’s ideas. Feedback: Knowledge about the impact of messages on Feedback receivers. Noise: Factors capable of distorting the clarity of Noise messages at any point during the communication process. © Copyright 2003, Prentice Hall 4

The Communication Process © Copyright 2003, Prentice Hall 5

Purposes of Communication ü ü ü © Copyright 2003, Prentice Hall To direct action

Verbal Communication The transmission of messages using words, either written or spoken. l Traditional Verbal Media: Forms of Media communication that do not depend on the use of computers. l Computer-Mediated Communication: Communication Forms of communication that depend on the use of computers. l © Copyright 2003, Prentice Hall 7

Traditional Verbal Media Forms of communication that do not depend on the use of computers. – – – Face-to-face discussion Telephone Memos and letters Newsletters Employee handbook Flyers and bulletins © Copyright 2003, Prentice Hall 8

Computer-Mediated Communication Forms of communication that depend on the use of computers. – – E-mail Instant messaging Video-mediated communication Speech technology © Copyright 2003, Prentice Hall 9

Continuum of Communication Media © Copyright 2003, Prentice Hall 10

Communication Effectiveness v Communication is most effective when it uses multiple channels, such as using both oral and written messages. – Oral messages are useful in getting people’s attention and allow for immediate two-way communication. – Following up in writing makes the message more permanent. v A medium’s effectiveness depends on how appropriate it is for the kind of message being sent. – Oral media are more effective when messages are ambiguous. – Written media are more effective when messages are clear. © Copyright 2003, Prentice Hall 11

Media Guidelines © Copyright 2003, Prentice Hall 12

Nonverbal Communication The transmission of messages without the use of words. Ø Types Ø – – – Ø Style of Dress: Communicating by appearance. Dress Time: The waiting game. Time Space: What does its use say about you? Space Both verbal and nonverbal channels are important sources of information used in conjunction with each other in the process of communication. © Copyright 2003, Prentice Hall 13

Individual Differences Personal Communication Style: The Style consistent ways people go about communicating with others. Gender Differences: Men tend to reinforce Differences their status when they talk, whereas women tend to downplay it. Cross-Cultural Differences: Cultures vary Differences in terms of the vocabularies they use, the meaning of similar terms, and the norms for using certain words. © Copyright 2003, Prentice Hall 14

Personal Communication Styles © Copyright 2003, Prentice Hall 15

Differences in Cultural Norms © Copyright 2003, Prentice Hall 16

Types of Communication Formal The sharing of messages regarding the official work of the organization © Copyright 2003, Prentice Hall Informal The sharing of unofficial messages, ones that go beyond the organization’s formal activities 17

Formal Communication Organizational Structure: The formally prescribed Structure pattern of interrelationships existing between the various units of an organization. v Organizational Chart: A diagram showing the formal Chart structure of an organization, indicating who is to communicate with whom. v Types of Communication: Communication v – Downward – Upward – Horizontal v Mum Effect: The reluctance to transmit bad news, Effect shown either by not transmitting the message at all or by delegating the task to someone else. © Copyright 2003, Prentice Hall 18

Formal Communication © Copyright 2003, Prentice Hall 19

Informal Communication l l Old-Boys Network: A gender-segregated informal Network communication network composed of men with similar backgrounds. Snowball Effect: The tendency for people to Effect share informal information with others with whom they come into contact. Grapevine: An organization’s informal channels Grapevine of communication, based mainly on friendship or acquaintance. Rumors: Information with little basis in fact, often Rumors transmitted through informal channels. © Copyright 2003, Prentice Hall 20

Informal Communication Networks © Copyright 2003, Prentice Hall 21

Internal vs. External Communication Research has shown that executives tend to communicate differently when

Improving Communication Skills ü Use simple, clear language ü Become an active, attentive listener ü Gauge the flow of information ü Give and receive feedback ü Be a supportive communicator ü Use inspirational communication tactics © Copyright 2003, Prentice Hall 23

Use Simple, Clear Language Using needlessly formal language imposes a serious barrier to communication. Jargon: The specialized language used by Jargon a particular group (e. g. , people within a profession). K. I. S. S. Principle: A basic principle of Principle communication advising that messages should be as short and simple as possible (an abbreviation for keep it short and simple). © Copyright 2003, Prentice Hall 24

Examples of Ambiguity © Copyright 2003, Prentice Hall 25

Become an Active Listener Tips for active listening: Ask questions and put the speaker’s ideas into your own words. Avoid jumping to conclusions or evaluating the speaker’s remarks. Make sure you understand another’s ideas before you formulate your reply. HURIER Model: The conceptualization that Model describes effective listening as made up of the following six components: Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding. © Copyright 2003, Prentice Hall 26

The HURIER Model © Copyright 2003, Prentice Hall 27

Information Overload © Copyright 2003, Prentice Hall 28

Information Overload When systems are overloaded, distortion and omission are likely result. Ø Strategies for avoiding these problems: Ø – Redundancy: Transmitting messages via Redundancy multiple channels. – Verification: Ensuring that messages have Verification been received accurately by having them repeated back. © Copyright 2003, Prentice Hall 29

Feedback 360 -degree Feedback Suggestion Systems: Procedures that Systems provide formal mechanisms to employees for presenting their ideas to the company. Corporate Hotlines: Telephone lines Hotlines staffed by experts ready to answer employees’ questions, listen to their comments, and the like. Informal Meetings Employee Surveys © Copyright 2003, Prentice Hall 30

Supportive Communication Any communication that is accurate and honest and that builds and enhances relationships instead of jeopardizing them. Invalidating Language: Language that arouses Language negative feelings about one’s self-worth. Validating Language: Language that makes people Language feel recognized and accepted for who they are. Conjunctive Statements: Statements that keep Statements conversations going by connecting one speaker’s remarks to another’s. Disjunctive Statements: Statements that are Statements disconnected from a previous statement, tending to bring conversations to a close. © Copyright 2003, Prentice Hall 31

Inspirational Communication ü Project confidence and power with emotion-provoking words ü Be credible ü Pitch your message to the listener ü Cut through the clutter ü Avoid “junk words” that dilute your message ü Use front-loaded messages © Copyright 2003, Prentice Hall 32