What is Communication?

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1
COMMERCE 2BA3
ORGANIZATIONAL BEHAVIOUR
Class 7
Communication
Dr. Christa Wilkin
Brain Teasers
2
sand
a n
n a
dnas
cover
cop
I/8
ban ana
Last Class
3


There are different ways to socialize newcomers so
that they have realistic expectations and learn
organizational culture
There is a difference between leading and
managing
THIS CLASS
 Communication
Agenda
4





The Communication Process
Verbal and non-verbal communication
Potential gender differences
Communication across cultures
The medium used to communicate
5
CH 10: COMMUNICATION
Exercise
6

The telephone game
What is Communication?
7

The process by which information is exchanged
between a sender and a receiver.
8
A Model of the Communication
Process
Chain of Command
9

Downward communication
 E.g.,
A vice-president of production might instruct a
plant manager to gear up for manufacturing a new
product.

Upward communication
 E.g.,
A chemical engineer who conceives of a new
plastic formula with unique properties might pass this on
to the research and development manager

Horizontal communication
 E.g.,
The research development tells the marketing
manager of this new formula
Quiz Question
10
Sticking with the strict chain of command is most likely
to impede __________ communication.
A) formal
B) downward
C) horizontal
D) upward
E) backwards
Chain of Command
11
Linda
Tom
Pete

Marie
Beth
Frank
Informal communication, slow, filtering
The Grapevine
12



An organization’s informal communication network
The grapevine cuts across formal lines of
communication
Question: What are some positive or negative
aspects of grapevines?
The Verbal Language of Work
13

Jargon refers to the specialized language used by
job holders or members of particular occupations or
organizations
 E.g.,
words used for instant messaging (lol, ttyl)
 E.g., I’m going to play squash at DBAC first but I’ll meet
you at Mills after I stop by my res.
The Nonverbal Language of Work
14


Nonverbal communication refers to the transmission
of messages by some medium other than speech or
writing.
Major forms of nonverbal communication include:
 Body
language
 Props, artifacts, and costumes
 Office
décor (family pics) and seating arrangement
 Clothing (business suit vs. track suit)
Question
15

Do men and women communicate differently?
Gender Differences
16

Getting credit
 Men
are more likely than women to blow their horn
about something good they have done.

Confidence and boasting
 Men
tend to be more boastful about themselves and
their capabilities.

Asking questions
 Men
are less likely to ask questions.
Gender Differences
17

Apologies
 Men
avoid ritual apologies because it is a sign of
weakness.

Feedback
 Men

are more blunt and straightforward.
Compliments
 Women
are more likely to provide compliments.
Gender Differences
18

Ritual opposition
 Men
often use ritual opposition or fighting as a form of
communication and to exchange ideas.

Managing up and down
 Men
spend much more time communicating with their
superiors and talking about their achievements.

Indirectness
 Women
tend to be indirect when giving orders.
So What?
19


The differences in communication styles between
men and women almost always reflect negatively
on women and place them in a one-down position.
Need to recognize that people have different
linguistic styles and be able to use different
communication styles so you can adjust your style to
any given situation.
Cross-Cultural Communication
20


Many of the failures in business and management
stem from problems in cross-cultural communication.
Important dimensions of cross-cultural communication:
 Language
differences
 Nonverbal communication
 E.g.,
eye contact disrespectful
 Etiquette
 E.g.,
 Social
 E.g.,
when to show up for dinner?
conventions
greetings; Dumela Ma in Setswana
 Cultural
 E.g.,
and politeness
context
literalness of message; break a leg
Question
21


If you need to terminate someone’s employment,
which medium would you use (e.g., memo, phone,
etc)?
E.g., celebrity apprentice clip
Media Richness Theory
22
Ambiguous
Type of Message
Clear
Richest
Channel Richness
Leanest
Face to
Face
talking
Phone E-mail Memos, Newsletters,
letters reports,
bulletins
23
QUESTIONS?
Summary
24

Communication is more than what you say
 How
you say it
 Nonverbal communication
 In what (cultural) context
For Next Class
25

Read Chapter 11 on Decision Making and Chapter
12 on Power, Politics and Ethics
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