ORGANIZATIONAL BEHAVIORS T E P H E N P. R O B B I N S

W W W . P R E N H A L L . C O M / R O B B I N S

T E N T H E D I T I O N

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© 2003 Prentice Hall Inc. All rights reserved. 10–2

AFTER STUDYING THIS CHAPTER,YOU SHOULD BE ABLE TO:

1. Describe the communication process.

2. Contrast the advantages and disadvantages of oral versus written communication.

3. Compare the effectiveness of the chain, wheel, and all-channel networks.

4. Identify the factors affecting the use of the grapevine.

5. Discuss how computer-aided technology is changing organizational communication.

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AFTER STUDYING THIS CHAPTER,YOU SHOULD BE ABLE TO:

1. Explain the importance of channel richness to improving communication effectiveness.

2. Identify common barriers to effective communication.

3. List behaviors related to effective active listening.

4. Contrast the meaning of talk for men versus women.

5. Describe the potential problems in cross-cultural communication.

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Functions of Communication

Communication Functions

2. Control member behavior.

3. Foster motivation for what is to be done.

4. Provide a release for emotional expression.

5. Provide information needed to make decisions.

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The Communication Process Model

E X H I B I T 10-1

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Direction of Communication

Upward

Downward

Lateral

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Interpersonal Communication

Oral Communication– Advantages: Speed and feedback.– Disadvantage: Distortion of the message.

Written Communication– Advantages: Tangible and verifiable.– Disadvantages: Time consuming and lacks

feedback.

Nonverbal Communication– Advantages: Supports other communications

and provides observable expression of emotions and feelings.

– Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message.

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Intonations: It’s the Way You Say It!

E X H I B I T 10-2

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Three Common Formal Small-Group Networks

E X H I B I T 10-3

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Small-Group Networks and Effectiveness Criteria

E X H I B I T 10-4

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Grapevine

Grapevine Characteristics– Not controlled by management.– Perceived by most employees as being more

believable and reliable than formal communications.

– Largely used to serve the self-interests of those who use it.

– Results from:• Desire for information about important situations• Ambiguous conditions• Conditions that cause anxiety

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Suggestions for Reducing the Negative Consequences of Rumors

E X H I B I T 10-5

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Computer-Aided Communication

E-mail– Advantages: quickly written, sent, and stored;

low cost for distribution.– Disadvantages: information overload, lack of

emotional content, cold and impersonal. Intranet

– A private organization-wide information network.

Extranet– An information network connecting employees

with external suppliers, customers, and strategic partners.

Videoconferencing– An extension of an intranet or extranet that

permits face-to-face virtual meetings via video links.

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Emoticons: Showing Emotion in E-Mail

E X H I B I T 10-6

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Choice of Communication Channel

Characteristics of Rich Channels

2. Handle multiple cues simultaneously.

3. Facilitate rapid feedback.

4. Are very personal in context.

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Information Richness of Communication Channels

E X H I B I T 10-7

Low channel richness High channel richness

Routine Nonroutine

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Barriers to Effective Communication

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Barriers to Effective Communication (cont’d)

emotionsemotions

How a receiver feels at How a receiver feels at the time a message is the time a message is received will influence received will influence how the message is how the message is interpreted.interpreted.

languagelanguage

Words have different Words have different meanings to different meanings to different people.people.

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Communication Barriers Between Men and Women

Men talk to:– Emphasize status,

power, and independence.

– Complain that women talk on and on.

– Offer solutions.– To boast about

their accomplishments.

Women talk to:– Establish

connection and intimacy.

– Criticize men for not listening.

– Speak of problems to promote closeness.

– Express regret and restore balance to a conversation.

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Cross-Cultural Communication

Cultural Barriers– Barriers caused by semantics– Barriers caused by word connotations– Barriers caused by tone differences– Barriers caused by differences among

perceptions

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Hand Gestures Mean Different Things in Different Countries

E X H I B I T 10-10a

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Hand Gestures Mean Different Things in Different Countries (cont’d)

E X H I B I T 10-10b

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Communication Barriers and Cultural Context

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High-vs.

Low-Context Cultures

E X H I B I T 10-11

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A Cultural Guide

Cultural Context Communication Rules:

2. Assume differences until similarity is proven.

3. Emphasize description rather than interpretation or evaluation.

4. Practice empathy.

5. Treat your interpretations as a working hypothesis.