14 Communicating Effectively in Organizations

1. 14 Communicating Effectively in Organizations

2. Learning 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 communication and explain how they can reduce the effectiveness of communication

3. Learning 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. Communicating to Employees • Why is communication so important? • Chrysler’s Tom LaSorda • Union relations • Employee prospects

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

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

7. Communication at J. Crew

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

9. Communication Networks A communication network is a set of pathways through which information flows within a group or organization

10. Exhibit 14.2a Wheel Network Leader Member

11. Exhibit 14.2b Chain Network Assembly- Line worker

12. Exhibit 14.2c Circle Network Task Force Member

13. Exhibit 14.2d All-Channel Network Top Management Team

14. Exhibit 14.3 Simple Organizational Chart

15. Exhibit 14.4 An Example of Actual Communication Patterns

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

17. Exhibit 14.5 The Communication Process

18. 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

19. Dressing for Success

20. Exhibit 14.6 Barriers to Effective Communication

21. Tone of voice Volume Speed Use of pauses Directness or indirectness Choice of words Use of questions Use of jokes Willingness to take credit for ideas Linguistic Style

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

23. 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

24. Information Richness Information richness is the amount of information a medium of communication can carry and the extent to which it enables senders and receivers to reach a common understanding

25. Exhibit 14.7 Information Richness

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

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

28. Alteon Websystems