lecture 8 communication

Lecture 8:Communicating Effectively in Organisations

Understanding and Managing

Organisational Behaviour

Chapter 14

Sixth EditionJennifer M. George & Gareth R. Jones

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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

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Learning Objectives

Describe the four communication styles

Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others

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Communicating to Customers

Why is communication so important?

Company can face lawsuits

Faulty parts result in numerous recalls

Lose of customer support

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What Is Communication?

Sharing of information with other people

Reaching of a common understanding Accuracy, not

agreement

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Functions of Communication

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Functions

Providing knowledge

Controlling/coordinating Motivating

Expressing feelings

Exhibit 14.1

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

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Communication Networks

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

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Wheel Network

Leader

Member

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Exhibit 14.2a

Chain Network

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Assembly-Line Worker

Exhibit 14.2b

Circle Network

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Task Force Member

Exhibit 14.2c

All-Channel Network

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Top Management Team

Exhibit 14.2d

Simple Organizational Chart

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Exhibit 14.3

An Example of Actual Communication Patterns

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Exhibit 14.4

Informal Communication Networks

Advice network

Trust network

Communication network

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The Communication Process

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Exhibit 14.5

Media for Message Transmission

Nonverbal Communication

Facial expressionsBody languageMode of dress

Verbal CommunicationFace-to-face oralOral via telephoneWritten via memo,

letter, report, e-mail, fax

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Barriers to Effective Communication

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Exhibit 14.6

1. Filtering and information distortion

• Filtering occurs when senders withhold part of a message because they think the receiver does not need the information or will not want to receive it.

• Information distortion means changing the meaning of the message.

• Filtering and information distortion can be avoided by establishing trust in the organisation.

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2. Poor listening

• Poor listening is responsible for many communication problems.

• Suggestions for improving listening are listed on the next slide.

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Improving Listening

Give sender undivided attentionLook sender in the eyeDo not interrupt Focus on understanding what you are hearingAsk questionsRephrase key pointsAvoid distracting sender

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3. Lack of or inappropriate feedback

• Communication can break down due to a lack of feedback or receiving inappropriate feedback.

• Good feedback focuses on things the employee can control.

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4. Rumors and the grapevine

• A rumor is unofficial information on topics that are important or interesting to an organisation’s members.

• Rumors are often spread through the grapevine, a set of informal communication pathways through which unofficial information flows in an organisation.

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5. Workforce diversity

• Workforce diversity can cause communication problems because people interpret things differently.

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6. Differences in cross-cultural linguistic styles

• Linguistic styles are another barrier. • Linguistic style is a person’s characteristic

way of speaking including tone of voice, volume, speed, use of pauses, directness or indirectness, choice of words, use of questions and jokes, and willingness to take credit for ideas.

• Across cultures, however, linguistic style differences are typically much greater, and this can lead to many misunderstandings.

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Communication Style Model

Communication Styles are based on

two dimensions:

Dominance: The tendency to display a “take charge” attitude

Sociability: The tendency to seek and

enjoy relationships

Communication Style Dimensions

Low DominanceMore cooperativeEager to assistLess assertiveMore willingly controlled

High Dominance• Give advice freely• Initiate demands• More assertive• Seek control

High SociabilityExpresses feelingsOpen & talkativeEnjoys personal associations

Communication Style Dimensions

Low Sociability• Controls feelings• More reserved• More formal in relationships

Emotive Style

Displays spontaneous, uninhibited behavior

Displays the personality dimension described as extroversion

Possesses a natural persuasiveness

4 Basic Communication Styles

Director Style

Projects a serious attitude

Expresses strong opinions

May project indifference

4 Basic Communication Styles

4 Basic Communication Styles

Reflective Style

Expresses opinions in a formal, deliberate manner

Seems preoccupied

Prefers orderliness

4 Basic Communication Styles

Supportive Style

Listens attentively

Avoids the use of power

Makes and expresses decisions in a thoughtful, deliberate manner

Persuasive Communication

• Persuasive communication is an attempt by one person or group to transmit and share information with another person or group in order to get them to accept, agree with, follow, or otherwise achieve the objectives the communicator desires.

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When is persuasive communication needed?

• When one party lacks the power to direct the other party as he or she wishes.

• When an employee wishes to influence his or her coworkers to follow his or her ideas.

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A Model of Persuasive Communication

• Five factors determine how persuasive a message will be:

1. Characteristics of the Sender.

2. Active Listening.

3. Content of the Message.

4. Method of Communication.

5. Characteristics of the Receiver.

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1. Characteristics of the Sender.

• Messages are more persuasive when they are sent from those people who are credible.

• Other factors that promote credibility are moral integrity& emotional intelligence.

• Empathy can be used to gain credibility and influence others.

• Persuasive people often possess good speaking and listening skills.

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2. Active Listening.

• People who are active listeners pay attention not only to the words that are being said but also to the many “unsaid” things that are also going on in the communication process.

• Active listeners also try to show interest and ask questions to solicit more information from the sender than perhaps he or she ever wanted to reveal.

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3. Content of the Message.

• The content of the message (the information and arguments it contains) is a crucial ingredient in the communications process.

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4. Method of Communication.

• Face-to-face communication and telephone conversations offer the greatest facility for persuasive communication.

• Formal written letters, memos, and e-mails are most suited for conveying factual information.

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5. Characteristics of the Receiver

• A receiver upon replying becomes a sender.• Receivers can learn to enhance their

credibility.• Receivers who are competent are less likely

to be “taken in” by persuasive messages if the messages are flawed.

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Revision Questions Describe the four main functions of

communication. Explain the important components involved in a

communications process. Identify the main kinds of barriers to

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

Describe the four communication styles. Identify the main kinds of communication media

and explain how they vary along the dimension of information richness

Explain the five factors that determine how persuasive is a message.

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