Mata kuliah
Dosen Pembuat
Tahun
: J0754 - Pengelolaan Organisasi Entrepreneurial
: D3122 - Rudy Aryanto
: 2009
Komunikasi dalam Organisasi
Chapter 19
Learning Objectives
– Define the term communication
– Describe the major elements in the process of communication
– Discuss how nonverbal cues influence communication
effectiveness
Communication
The process by
which things
get done in
organizations
Global Virtual Team Communication
• Global virtual teams are cross-functional
– They operate across time, space, organizational boundaries,
and cultures
– Members communicate mainly through electronic
technologies
• Internationally savvy companies provide virtual teams
with intercultural training
Intercultural Communication Training
• Part one of this training focuses on helping team
members understand his/her own:
– Cultural beliefs
– Verbal and nonverbal communication styles
– Attitudes toward time, space, work ethic, etc.
• Part two of this training focuses on:
– Learning to work with teammates from diverse
cultures
– Interpreting the communication styles and cultural
backgrounds of teammates
– Responding effectively to these unique cues
The Importance of Communication
• Communication is vital
–
–
–
–
Person-to-person
Nation-to-nation
In organizations
In groups
• Nearly all aspects of a manager’s job involve
communication
– The most important aspect of communication is the effect it
produces
The Importance of Communication
• Communication does not depend on technology; it
depends on
– Forces within people
– Their surroundings
• Nearly all aspects of a manager’s job involve
communication
– The most important aspect of communication is the effect it
produces
The Communication Process
Who...
Communicator
says what...
in what way...
to whom...
Message
Medium
Receiver
Feedback
...with what effect
Classic Communication Model
••••
Communicator
••••
••••
••••
••••
Encoding
Message &
Medium
Decoding
Receiver
Feedback
••••
= Noise
Classic Communication Model
– Communicator: Someone with ideas, intentions,
information, and a purpose for communicating
– Encoding: Converting a message into groups
of symbols that represent ideas or concepts
– Message: An idea or experience that a sender wants
to communicate
– Medium: Means by which a message is sent
– Decoding: The message’s target
– Receiver: Converts symbols into concepts and ideas
– Noise: Factors that distort the intended message
– Feedback: Receiver’s response to sender’s message
Nonverbal Communication
Messages sent with body posture, facial
expressions, and hand/eye movements
It is as important as verbal communication
Nonverbal Messages
• People cannot refrain from behaving nonverbally
– A person trying to act passively is likely to be perceived as
inexpressive, inhibited, withdrawn, uptight
– Speakers with greater vocal and facial pleasantness and facial
expressiveness were judged by audiences to have greater
competence
– Vocal inflection refers to how a message
is transmitted
Body Language
• Body language is classified into five types of expression
–
–
–
–
–
Emblems
Illustrators
Regulators
Adaptors
Affect displays
Communicating Across Cultures
Words
Time
Space
Behavior
Directions of Communication
• Downward communication
– Flows from higher to lower levels in an organization
– Includes management policies, instructions, and
official memos
• Upward communication
– Flows from lower to higher levels in an organization
– Includes suggestion boxes, group meetings,
grievance procedures, anonymous emails,
unauthorized websites, airing grievances in
chat rooms.
Communication and Technology
Internet and World
Wide Web
Intranet
Voicemail
Conferencing
Mobile phone,
pager, PDA
Email, Instant
Messaging
The Grapevine
• An informal communication channel that cuts
across all other channels of communication
– Many employees listen to the facts, opinions,
suspicions, and rumors the grapevine provides
– An organization has multiple grapevine systems
– Grapevines, rumors, and gossip are deeply ingrained
in organizational life
– Managers must be tuned into what is being said and
must seek to keep employees informed
Rumors
• There are four categories of rumors
– A pipe dream or wish fulfillment expresses the wishes
and hopes of those who spread the rumors
– Bogie rumors come from employees’ fears and
anxieties and cause general uneasiness
– Wedge drivers are motivated by aggression or hatred
and are the most damaging type of rumor
– Home-stretchers are anticipatory rumors; they occur
after waiting for an announcement