Lesson 10: Communication

Transcription

1 Lesson 10: Communication

2 Learning Objectives After studying this chapter, you should be able to: 1. Identify the main functions of communication. 2. Describe the communication process and formal and informal communication. 3. Contrast downward, upward, and lateral communication. 4. Compare and contrast formal small-group networks and the grapevine. 5. Contrast oral, written, and nonverbal communication. 6. Show how channel richness underlies the choice of communication channel. 7. Identify common barriers to effective communication. 8. Show how to overcome the potential problems in crosscultural communication.

3 LO 1 Identify the Main Functions of Communication Communication serves four major functions within a group or organization: 1. Control 2. Motivation 3. Emotional Expression 4. Information

4 LO 1 Identify the Main Functions of Communication Control Organizations have authority hierarchies and formal guidelines that employees are required to follow. Informal communication also controls behavior. When work groups tease or harass a member who produces too much, they are informally communicating with, and controlling, the member s behavior.

5 LO 1 Identify the Main Functions of Communication Motivation Clarifies to employees what is to be done, how well they are doing, and what can be done to improve performance. The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication.

6 LO 1 Identify the Main Functions of Communication Emotional Expression Communication provides a release for the emotional expression of feelings and for fulfillment of social needs. For many employees, their work group is a primary source of social interaction.

7 LO 1 Identify the Main Functions of Communication Information Communication facilitates decision making. It provides information by transmitting the data to identify and evaluate choices.

8 LO 2 Describe the Communication Process and Formal and Informal Communication

9 LO 3 Contrast Downward, Upward, and Lateral Communication Downward communication flows from one level to a lower level. Assign goals, provide instructions, communicate policies and procedures, and provide feedback. Downward communication must explain the reasons why a decision was made. Explanations increase employee commitment and support of decisions. One problem is the one-way nature of downward communication.

10 LO 3 Contrast Downward, Upward, and Lateral Communication Upward communication flows to a higher level in the group or organization. Provide feedback to higher-ups, inform them of progress, and relay current problems. To engage in effective upward communication: Communicate in headlines, not paragraphs. Support your headlines with actionable items. Prepare an agenda to make sure you use your boss s attention well.

11 LO 3 Contrast Downward, Upward, and Lateral Communication Lateral communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel. Often necessary to save time and facilitate coordination. May be formally sanctioned. Can create dysfunctional conflicts.

12 LO 4 Compare and Contrast Formal Small-Group Networks & the Grapevine

13 LO 4 Compare and Contrast Formal Small-Group Networks & the Grapevine The Grapevine The informal communication network in a group or organization. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. Work situations frequently contain these three elements, which explains why rumors flourish in organizations.

14 LO 5 Contrast Oral, Written, and Nonverbal Communication Oral Communication The primary means of conveying messages. Speeches, formal one-on-one and group discussions, and informal rumor mills or grapevines are popular forms of oral communication. Meetings Videoconferencing Telephone

15 LO 5 Contrast Oral, Written, and Nonverbal Communication Written Communication Letters PowerPoint Instant Messaging Text Messaging Social Media Others

16 LO 5 Contrast Oral, Written, and Nonverbal Communication

17 LO 5 Contrast Oral, Written, and Nonverbal Communication Nonverbal Communication Includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Body language can convey status, level of engagement, and emotional state.

18 LO 5 Contrast Oral, Written, and Nonverbal Communication Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms. A businesslike distance in some European countries feels intimate in many parts of North America. Distance may indicate aggressiveness or sexual interest, or it may signal disinterest or displeasure with what is being said.

19 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel

20 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel The choice of channel depends on whether the message is routine. Routine messages tend to be straightforward and have a minimum of ambiguity. Choose oral communication when you need to gauge the receiver s receptivity. Written communication is more reliable for complex and lengthy communications.

21 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Letters are used in business primarily for networking purposes and when signatures need to be authentic. Some issues to consider when using Risk of misinterpreting the message. Fallout from negative messages. Time-consuming nature. Limited expression of emotions. Privacy concerns. Professionalism.

22 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Instant messaging Text messaging Social media Blogging

23 LO 6 Show How Channel Richness Underlies the Choice Of Communication Channel Information Security Electronic information Clouds Physical information Information that employees know Most companies monitor employee Internet use and records, and some use video surveillance and record phone conversations.

24 LO 7 Identify Common Barriers to Effective Communication Barriers to Effective Communication Filtering Selective perception Information overload Emotions Language Silence Communication apprehension Lying

25 LO 8 Show How To Overcome the Potential Problems in Cross-Cultural Communication Cultural Barriers Caused by semantics words mean different things to different people. Caused by word connotations words imply different things in different languages. Caused by tone differences. Caused by differences in tolerance for conflict and methods for resolving conflicts.

26 LO 8 Show How To Overcome the Potential Problems in Cross-Cultural Communication

27 LO 8 Show How To Overcome the Potential Problems in Cross-Cultural Communication A Cultural Guide Know yourself. Foster a climate of mutual respect, fairness, and democracy. Learn the cultural context of each person. When in doubt, listen. State facts, not your interpretation. Consider the other person s viewpoint.

28 Implications for Managers Remember that your communication mode will partly determine your communication effectiveness. Obtain feedback from your employees to make certain your messages however they are communicated are understood. Remember that written communication creates more misunderstandings than oral communication; communicate with employees through in-person meetings when possible. Make sure you use communication strategies appropriate to your audience and the type of message you re sending. Keep in mind communication barriers such as gender and culture.