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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
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
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
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

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
The Communication Process
Verbal and non-verbal communication
Potential gender differences
Communication across cultures
The medium used to communicate
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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.
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A Model of the Communication
Process
Chain of Command
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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
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

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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
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
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
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
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
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
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
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
Apologies
 Men
avoid ritual apologies because it is a sign of
weakness.
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Feedback
 Men

are more blunt and straightforward.
Compliments
 Women
are more likely to provide compliments.
Gender Differences
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
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?
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
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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
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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
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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
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Ambiguous
Type of Message
Clear
Richest
Channel Richness
Leanest
Face to
Face
talking
Phone E-mail Memos, Newsletters,
letters reports,
bulletins
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QUESTIONS?
Summary
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
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