ORGANIZATIONAL BEHAVIOR
S T E P H E N P. R O B B I N S
WWW.PRENHALL.COM/ROBBINS
T E N T H
© 2003 Prentice Hall Inc. All rights reserved.
E D I T I O N
PowerPoint Presentation by Charlie Cook
OBJECTIVES
LEARNING
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
1. Describe the communication process.
2. Contrast the advantages and disadvantages of
oral versus written communication.
3. Compare the effectiveness of the chain,
wheel, and all-channel networks.
4. Identify the factors affecting the use of the
grapevine.
5. Discuss how computer-aided technology is
changing organizational communication.
© 2003 Prentice Hall Inc. All rights reserved.
10–2
O B J E C T I V E S (cont’d)
LEARNING
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
6. Explain the importance of channel richness to
improving communication effectiveness.
7. Identify common barriers to effective
communication.
8. List behaviors related to effective active
listening.
9. Contrast the meaning of talk for men versus
women.
10. Describe the potential problems in crosscultural communication.
© 2003 Prentice Hall Inc. All rights reserved.
10–3
Functions of Communication
Communication Functions
1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make
decisions.
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10–4
The Communication Process Model
EXHIBIT
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10-1
10–5
Direction of Communication
Downward
Lateral
Upward
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10–6
Interpersonal Communication
 Oral Communication
– Advantages: Speed and feedback.
– Disadvantage: Distortion of the message.
 Written Communication
– Advantages: Tangible and verifiable.
– Disadvantages: Time consuming and lacks feedback.
 Nonverbal Communication
– Advantages: Supports other communications and
provides observable expression of emotions and
feelings.
– Disadvantage: Misperception of body language or
gestures can influence receiver’s interpretation of
message.
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10–7
Intonations: It’s the Way You Say It!
EXHIBIT
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10-2
10–8
Three Common Formal Small-Group Networks
EXHIBIT
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10-3
10–9
Small-Group Networks and Effectiveness
Criteria
EXHIBIT
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10–10
Grapevine
 Grapevine Characteristics
– Not controlled by management.
– Perceived by most employees as being more
believable and reliable than formal communications.
– Largely used to serve the self-interests of those who
use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
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10–11
Suggestions for Reducing the Negative
Consequences of Rumors
EXHIBIT
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10-5
10–12
Computer-Aided Communication
 E-mail
– Advantages: quickly written, sent, and stored; low cost
for distribution.
– Disadvantages: information overload, lack of emotional
content, cold and impersonal.
 Intranet
– A private organization-wide information network.
 Extranet
– An information network connecting employees with
external suppliers, customers, and strategic partners.
 Videoconferencing
– An extension of an intranet or extranet that permits
face-to-face virtual meetings via video links.
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10–13
Emoticons: Showing Emotion in E-Mail
EXHIBIT
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Choice of Communication Channel
Characteristics of Rich Channels
1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.
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10–15
Information Richness of Communication
Channels
Low channel richness
Routine
High channel richness
Nonroutine
EXHIBIT
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10-7
10–16
Barriers to Effective Communication
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10–17
Barriers to Effective Communication (cont’d)
emotions
language
How a receiver feels at the
time a message is received
will influence how the
message is interpreted.
Words have different
meanings to different
people.
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10–18
Communication Barriers Between Men and
Women
 Men talk to:
– Emphasize status,
power, and
independence.
– Complain that women
talk on and on.
– Offer solutions.
– To boast about their
accomplishments.
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 Women talk to:
– Establish connection
and intimacy.
– Criticize men for not
listening.
– Speak of problems to
promote closeness.
– Express regret and
restore balance to a
conversation.
10–19
Cross-Cultural Communication
 Cultural Barriers
–
–
–
–
Barriers
Barriers
Barriers
Barriers
caused
caused
caused
caused
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by
by
by
by
semantics
word connotations
tone differences
differences among perceptions
10–20
Hand Gestures Mean Different Things in
Different Countries
EXHIBIT
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10-10a
10–21
Hand Gestures Mean Different Things in
Different Countries (cont’d)
EXHIBIT
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10-10b
10–22
Communication Barriers and Cultural Context
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10–23
Highvs.
LowContext
Cultures
EXHIBIT
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10-11
10–24
A Cultural Guide
Cultural Context Communication Rules:
1. Assume differences until similarity is proven.
2. Emphasize description rather than
interpretation or evaluation.
3. Practice empathy.
4. Treat your interpretations as a working
hypothesis.
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10–25