Essentials of Organizational Behavior, 8/e
Stephen P. Robbins
Chapter 9
Communication
9-1
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Functions of Communication
•
•
•
•
Control
Motivation
Emotional expression
Information
9-2
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The Communication Process
Message
Sender
Message
Encoding
Message
Channel
Message
Decoding
Receiver
Feedback
9-3
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Communication Channels
• Formal channels • Informal
are established
channels are
by the
spontaneous and
organization and
emerge as a
transmit
response
to
messages that
individual choices
are related to the
professional
• Personal and
activities of
social messages
members
9-4
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Communication Direction
• Downward
• Upward
• Lateral
9-5
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Interpersonal Communication
• Oral
• Written
• Non-verbal
9-6
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Oral Communication
• Advantages
–Speed
–Feedback
• Disadvantages
–Potential for distorted
message
–Content at destination is
different from the original
9-7
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Written Communication
Advantages
Disadvantages
• Provide a tangible and • Time consuming
verifiable record
• Lack of feedback
• Can be stored for an
• No guarantee how
indefinite period of time
reader will interpret it
• Physically available for
later reference
• Well thought-out,
logical, and clear
9-8
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Non-verbal Communication
Two most important messages that body
language conveys are:
(1) the extent to which an individual likes
another and is interested in his/her
views
(2) the relative perceived status between
a sender and receiver
9-9
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Non-verbal Communication
• Intonations
• Facial expression
• Physical distance
9-10
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Formal Small-Group Networks
Chain
Wheel
All-Channel
9-11
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Small-Group Networks and
Effectiveness Criteria
Criteria
Speed
Accuracy
Chain
Moderate
High
Networks
Wheel All Channel
Fast
Fast
High
Moderate
Emergence of a leader Moderate
High
None
Member satisfaction
Low
High
Moderate
9-12
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The Grapevine
• Not controlled by management
• Perceived as being more
believable and reliable
• Largely used to serve selfinterest
9-13
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Computer-aided Communication
•
•
•
•
E-mail
Instant messaging
Intranet and Extranet links
Video-conferencing
9-14
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Instant Messaging
• Fast and inexpensive means for
managers to stay in touch with
employees
• No delay, no in-box clutter of
messages, and no uncertainty as to
whether the message was received
9-15
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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
9-16
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Knowledge Management
• Provides an organization with both
a competitive edge and improved
organizational performance
9-17
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Knowledge Management
• Intellectual assets are now as
important as physical or financial
assets
• As baby boomers begin to leave the
workforce, there’s an increasing
awareness that they represent a
wealth of knowledge that will be lost if
there are no attempts to capture it
9-18
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Knowledge Management
• Well-designed KM system
will reduce redundancy and
make the organization more
efficient
9-19
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Knowledge Management
• KM requires an organizational
culture that promotes values,
and rewards sharing
knowledge
9-20
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Barriers to Effective
Communication
•
•
•
•
•
•
Filtering
Selective Perception
Information Overload
Gender Styles
Emotions
Language
9-21
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Cultural Context
• High-context
• Low-context
cultures - rely
cultures - rely
heavily on nonverbal
essentially on words
and subtle
to convey meaning
situational cues
when
communicating with
others
9-22
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A Cultural Guide
1) Assume differences until similarity is
proved
2) Emphasize description rather than
interpretation or evaluation
3) Practice empathy
4) Treat your interpretation as a working
hypothesis
9-23
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Implications for Managers
1)
2)
3)
4)
5)
Use Multiple Channels
Use Feedback
Simplify Language
Listen Actively
Constrain Emotions
6) Use the Grapevine
9-24
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