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Chapter 14 Communication in Organizations

Chapter 14 Communication in Organizations. Chapter Objectives. Describe the four main functions of communication and differentiate between different kinds of communications networks

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Chapter 14 Communication in Organizations

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  1. Chapter 14Communication in Organizations

  2. Chapter Objectives • Describe the four main functions of communication and differentiate between different kinds of communications networks • Discuss the steps in the communications process and the requirements for successful communication to take place • Differentiate between the main kinds of barriers to communicate and explain how they can reduce the effectiveness of communication

  3. Chapter Objectives • Identify the main kinds of communication media and explain how they vary along the dimension of information richness • Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others

  4. Opening Case: Combining Face-to-Face and Intranet Communication Pays Off • How did effective communication promote Alteon’s performance? • Communication system supported quick new product innovation • Intranet-based • Informal, face-to-face sessions weekly

  5. What is Communication? • Sharing of information with other people • Reaching of a common understanding • Accuracy, not agreement

  6. Figure 14.1 Functions of Communication Providing knowledge Controlling/ coordinating Motivating Functions Expressing feelings

  7. Motivating Organizational Members • Expectancy theory suggests that managers • Determine what outcome subordinates seek • Link outcomes to good performance • Reassure employees of the potential for good performance

  8. What is a Communication Network? The set of pathways through which information flows within a group or organization

  9. Figure 14.2 Group Communication Networks: Wheel Leader Member

  10. Figure 14.2 Group Communication Networks: Chain Assembly- Line worker

  11. Figure 14.2 Group Communication Networks: Circle Task Force Member

  12. Figure 14.2 Group Communication Networks: All-Channel Top Management Team

  13. Figure 14.3 Simple Organizational Chart

  14. Figure 14.4 An Example of Actual Communication Patterns

  15. Informal Communication Networks • Advice network • Trust network • Communication network

  16. Figure 14.5 The Communication Process

  17. Verbal Communication Face-to-face oral Oral via telephone Written via memo, letter, report, email, fax Nonverbal Communication Facial expressions Body language Mode of dress Media for Message Transmission

  18. Figure 14.6 Barriers to Effective Communication Filtering/ information distortion Different linguistic styles Poor listening Barriers Workforce diversity Lack of appropriate feedback Rumors/ Grapevine

  19. Improving Listening • Give sender undivided attention • Look sender in the eye • Do not interrupt • Focus on understanding what you are hearing • Ask questions • Rephrase key points • Avoid distracting sender

  20. Approaches to Diversity Training • Panel of minority members describe/ share personal experiences • Members of organization work with people who are different from themselves

  21. Linguistic Style • Tone of voice • Volume • Speed • Use of pauses • Directness • Choice of words • Use of questions

  22. Figure 14.7 Information Richness

  23. Trade-Offs in Choice of Media Information Richness Amount of Time Information Richness Need for Paper Trail

  24. Intranets • Directories • Manuals • Product specifications • Delivery schedules • Minutes of meetings • Current financial performance

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