Chapter 14: Communication in Organizations

1. Understanding And Managing Organizational Behavior 4th Edition Chapter 14:Communication in Organizations JENNIFER GEORGE & GARETH JONES

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 • 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 • Chain • Circle • All-Channel

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

11. Figure 14.5 The Communication Process • Sender • Message • Encoding • Medium • Decoding • Receiver • Feedback loop • Noise

12. 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

13. Barriers to Effective Communication • Filtering and information distortion • Poor listening • Lack of or inappropriate feedback • Rumors and the grapevine • Workforce diversity • Differences in cross-cultural linguistic styles

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

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

16. Figure 14.7 Media Groups by Information Richness • Face-to-face communication • Verbal communication electronically transmitted • Personally addressed written communication • Impersonal written communication

17. Trade-Offs in Choice of Media • Information richness versus amount of time it takes to communicate message using the medium • Information richness versus the need for a paper or electronic trail

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