Essentials of
Organizational Behavior, 10/e
Stephen P. Robbins & Timothy A. Judge
Chapter 10
Communication
10-1
After studying this chapter, you should be able
to:
Describe the communication process and distinguish .1
between formal and informal communication.
Contrast downward, upward, and lateral communication and .2
provide examples of each.
Contrast oral, written, and nonverbal communication. .3
Contrast formal communication networks and the grapevine. .4
Identify common barriers to effective communication. .5
Show how to overcome the potential problems in cross- .6
cultural communication.
10-2
The Communication Process
10-3
Channels of Communication
Formal
Path follows the authority •
chain
Messages relate to •
professional activities
Informal
Spontaneous channels from •
individual choice
Messages often personal or •
social
10-4
The Communication Process
10-5
Direction of Communication
Executive
Upward
Manager
Downward
Lateral
Manager
Manager
Employee
10-6
Interpersonal
Communication
Three Forms:
Oral •
Written •
Nonverbal •
10-7
Oral Communication
Advantages •
Speed –
Feedback –
Simple to Correct –
Disadvantages •
Potential for distorted message when passed –
through a number of people
10-8
Written Communication
Provide aAdvantages
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
Disadvantages
Time consuming •
Lack of feedback •
May not be read •
10-9
Nonverbal Communication
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 –
10-10
Formal Small-Group Networks
Chain gives best accuracy •
Wheel facilitates leadership development •
All-Channel provides member satisfaction •
10-11
The Grapevine
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
10-12
Electronic Communication
E-mail
Instant and Text
Messaging
Web Logs (Blogs)
Videoconferencing
•
•
•
•
10-13
E-Mail Limitations
Easy to misinterpret •
Should not be used for •
negative messages
Overused and •
overwhelms
People are emotionally •
disinhibited
Privacy concerns •
10-14
IM & TM
> Deal?
> OMG y!
> ;)
> BRB-BOS
>k
Essentially real-time
Inexpensive
Good for short messages
Some find it intrusive
and distracting
May be inappropriate for
formal business
messages
•
•
•
•
•
10-15
Social Networking Software
Explosive growth area. •
Facebook® and MySpace ® •
Individuals post information •
about themselves publicly –
seen by:
Potential employers –
Current employers –
Police, federal agencies… –
10-16
Web Logs (Blogs)
Another public private •
space
Web sites about a single •
person or company usually
updated daily
May be used to gather •
information from
customers
10-17
Videoconferencing
Permits employees to •
conduct interactive
meetings without being
physically in the same
room
Conserves travel funds •
Becoming more •
accessible as costs drop
10-18
Knowledge Management
Process of organizing and •
distributing an
organization’s collective
wisdom so the right
information gets to the
right people at the right
time
Needs systemic approach •
10-19
Barriers to Effective Communication
Filtering
Selective Perception
Information Overload
Emotions
Language
Communication
Apprehension
•
•
•
•
•
•
10-20
Global Implications
Cultural Communication Barriers:
Semantics – words mean different things to different
people
.1
Word Connotations – words imply different things in
different languages
.2
Tone Differences – in some cultures tone changes
depending on context
.3
Differences in Perception – different world views
.4
10-21
A Cultural Guide
Assume differences until similarity is
proved
Emphasize description rather than
interpretation or evaluation
Practice empathy
Treat your interpretation as a working
hypothesis
.1
.2
.3
.4
10-22
Implications for Managers
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
10-23
Keep in Mind…
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
10-24
Summary
Described the communication process and distinguished .1
between formal and informal communication.
Contrasted downward, upward, and lateral communication .2
and provided examples of each.
Contrasted oral, written, and nonverbal communication. .3
Contrasted formal communication networks and the .4
grapevine.
Identified common barriers to effective communication. .5
Showed how to overcome the potential problems in cross- .6
cultural communication.
10-25