robbins ob16 ppt_11

Copyright © 2015 Pearson Education, Inc.

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Chapter 11: Communication

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Learning ObjectivesAfter studying this chapter, you should be able to: Identify the main functions of communication. Describe the communication process and formal

and informal communication. Contrast downward, upward, and lateral

communication. Compare and contrast formal small-group networks

and the grapevine. Contrast oral, written, and nonverbal

communication. 11-3


Learning Objectives

Show how channel richness underlies the choice of communication channel.

Differentiate between automatic and controlled processing of persuasive messages.

Identify common barriers to effective communication.

Show how to overcome the potential problems in cross-cultural communication.

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Communication serves four major functions within a group or organization:1. Control2. Motivation3. Emotional Expression4. Information

LO 1

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Identify the Main Functions of Communication


Control Organizations have authority hierarchies and

formal guidelines that employees are required to follow.

Informal communication also controls behavior. When work groups tease or harass a member

who produces too much, they are informally communicating with, and controlling, the member’s behavior.

LO 1

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Motivation Clarifies to employees what is to be done, how

well they are doing, and what can be done to improve performance.

The formation of specific goals, feedback on progress toward the goals, and reinforcement of desired behavior all stimulate motivation and require communication.

LO 1

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Emotional Expression Communication provides a release for the

emotional expression of feelings and for fulfillment of social needs.

For many employees, their work group is a primary source of social interaction.

LO 1

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Information Communication facilitates decision making. It provides information by transmitting the data

to identify and evaluate choices.

LO 1

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Describe the Communication Process and Formal and Informal Communication

LO 2

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Contrast Downward, Upward, and Lateral Communication

Downward communication flows from one level to a lower level. Assign goals, provide instructions, communicate

policies and procedures, and provide feedback. Downward communication must explain the

reasons why a decision was made.Explanations increase employee commitment and

support of decisions. One problem is the one-way nature of downward

communication.

LO 3

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Upward communication flows to a higher level in the group or organization. Provide feedback to higher-ups, inform them of

progress, and relay current problems. To engage in effective upward communication:

Communicate in headlines, not paragraphs. Support your headlines with actionable items.Prepare an agenda to make sure you use your

boss’s attention well.

LO 3

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Lateral communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level, or among any horizontally equivalent personnel. Often necessary to save time and facilitate

coordination.May be formally sanctioned.Can create dysfunctional conflicts.

LO 3

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Compare and Contrast Formal Small-Group Networks & the Grapevine

LO 4

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LO 4

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The Grapevine The informal communication network in a group

or organization. Rumors emerge as a response to situations that

are important to us, when there is ambiguity, and under conditions that arouse anxiety. Work situations frequently contain these three

elements, which explains why rumors flourish in organizations.

LO 4

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LO 4

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Contrast Oral, Written, and Nonverbal Communication

Oral Communication The primary means of conveying messages.

Speeches, formal one-on-one and group discussions, and informal rumor mills or grapevines are popular forms of oral communication. MeetingsVideoconferencing Telephone

LO 5

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Written Communication Letters PowerPoint E-mail Instant Messaging Text Messaging Social Media Others

LO 5

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LO 5

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Nonverbal Communication Includes body movements, the intonations or

emphasis we give to words, facial expressions, and the physical distance between the sender and receiver.

Body language can convey status, level of engagement, and emotional state.

LO 5

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Physical distance also has meaning. What is considered proper spacing between

people largely depends on cultural norms. A businesslike distance in some European

countries feels intimate in many parts of North America.

Distance may indicate aggressiveness or sexual interest, or it may signal disinterest or displeasure with what is being said.

LO 5

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LO 5

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Show How Channel Richness Underlies the Choice Of Communication Channel

LO 6

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The choice of channel depends on whether the message is routine. Routine messages tend to be straightforward and

have a minimum of ambiguity. Choose oral communication when you need to

gauge the receiver’s receptivity. Written communication is more reliable for

complex and lengthy communications.

LO 6

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Letters are used in business primarily for networking purposes and when signatures need to be authentic.

Some issues to consider when using e-mail: Risk of misinterpreting the message. Fallout from negative messages. Time-consuming nature. Limited expression of emotions. Privacy concerns. Professionalism.

LO 6

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Instant messagingText messagingSocial mediaBlogging

LO 6

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Information Security Electronic information

Clouds Physical information Information that employees know

Most companies monitor employee Internet use and e-mail records, and some use video surveillance and record phone conversations.

LO 6

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Differentiate Between Automatic and Controlled Processing of Persuasive Messages

Automatic processing – a relatively superficial consideration of evidence and information. It takes little time and low effort, but it lets us be

easily fooled by a variety of tricks, like a cute jingle or glamorous photo.

Controlled processing – a detailed consideration of evidence and information relying on facts, figures, and logic. Requires effort and energy, but it’s harder to fool

someone who engages in it.

LO 7

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Differentiate Between Automatic and Controlled Processing of Persuasive Messages

Rules of thumb for determining the choice of processing: Interest level Prior knowledge Personality Message characteristics

Match your message to your audience

LO 7

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Identify Common Barriers to Effective Communication

Barriers to Effective Communication Filtering Selective perception Information overload Emotions Language Silence Communication apprehension Lying

LO 8

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Cultural Barriers Caused by semantics – words mean different

things to different people. Caused by word connotations – words imply

different things in different languages. Caused by tone differences. Caused by differences in tolerance for conflict

and methods for resolving conflicts.

LO 9

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Show How To Overcome the Potential Problems in

Cross-Cultural Communication


LO 9

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A Cultural Guide Know yourself. Foster a climate of mutual respect, fairness, and

democracy. Learn the cultural context of each person. When in doubt, listen. State facts, not your interpretation. Consider the other person’s viewpoint. Proactively maintain the identity of the group.

LO 9

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Implications for Managers Remember that your communication mode will

partly determine your communication effectiveness. Obtain feedback from your employees to make

certain your messages – however they are communicated – are understood.

Remember that written communication creates more misunderstandings than oral communication; communicate with employees through in-person meetings when possible.

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Implications for Managers Make sure you use communication strategies

appropriate to your audience and the type of message you’re sending.

Keep in mind communication barriers such as gender and culture.

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robbins ob16 ppt_11

Business

pearson education

information communication

communication process

upward communication

effective upward communication

informal communication

contrast oral

work situations