Ch10: COMMUNICATION

INTRO
Definition
o Transfer of meaning among members
o Understanding of meaning
Functions
o Control member behavior
o Foster motivation
o Provide a release for emotional expression
o Provide info needed to make decision
THE COMMUNICATION PROCESS
Key parts
o Sender
Initiation
o Encoding
o Message
Actual physical product of the senders encoding
types
Speech, writing, gesture
o Channel
Medium thru which the message travels
2 types
Formal
o Established by org
o Messages related to the pro act of
members
Informal
o Spontaneous
o A response to individual choice
o Decoding
o Receiver
Person to whom the message is directed
Has to translate the symbols into understandable
form
o Noise
Communication barriers that distort the clarity of
the message
Examples:
Perceptual pbs
Info overload
Semantic difficulties
Cultural
o Feedback
Check on how successful we have been in
transferring our messages as originally intended

DIRECTION OF COMMUNICATION
Downward Communication
o One that flows from one level of a group to a lower level
o Used by group leaders to
Assign goals
Provide job instructions
Explain policies/procedures
Point out pbs
Offer feedback
o Need to explain the reasons why a decision was made
Explanations = ++ employee commitment
o Problem: one way nature
Need to solicit communication from employees

Upward Communication
o One that flows to a higher level in the group
o Keeps managers aware of how employees feel
o Used to:
Provide feedback to higher up
Inform them of progress
Relay current pbs
Inform on how conditions could be improved
o For effectiveness:
Try to reduce distractions
Communicate in headlines
Support your headlines with actionable items
Prepare an agenda

Lateral Communication
o Among members of work groups at same level
o Effective bcs:
Saves time
Facilitate coordination
o Informally created to short circuit the vertical hierarchy

INTERPERSONAL COMMUNICATION
Oral communication
o Speech, formal 1 on 1, group discussions
o Advantages
Speed
Feedback
o Disadvantage
Whenever a message has to pass thru a nb of
people
The more people, the greater the distortions

Written communication
o Memos, letters, fax transmissions, e-mails
o Advantages
Important for lengthy & complex communication
Tangible
Verifiable
Record of the communication
People forced to think more thoroughly
o Disadvantages
Time consuming
Lack of built-in feedback mechanism

Nonverbal communication
o Body language
2 most important messages
Extent to which we like another
Perceived status btw sender/receiver
Complicates verbal communication
No precise meaning
o Intonation
o Facial expression
o Physical distance
Cultural norms

ORGANIZATIONAL COMMUNICATION
Formal small-group networks
o Chain
Formal chain of command
o Wheel
Relies on a central figure to act as conduit
o All channel
All members to actively communicate with each
other
Self managed teams
Better for high member satisfaction
CRITERIA
Speed
Accuracy
Emergence of a
leader
Member
satisfaction

CHAIN
Moderate
High
Moderate

WHEEL
Fast
High
High

ALL CHANNEL
Fast
Moderate
None

Moderate

Low

High

The Grapevine
o Informal communication network in a group

o Important source of info

o 3 main characteristics
Not controlled by mgmt
Perceived as more believable/reliable than formal
Used to serve the interests of the ppl within it
Closeness & friendship
o Helps managers to:
Give a feel for the morale
Identify important issues for employees
Help tap into employee anxiety
o To reduce negative csq of rumors
Provide info
Explain actions & decisions
Refrain from shooting the messenger
Maintain open communication channels

Electronic communications
o 71%: the primary medium
o E-mail
Advantages
Quickly written
Edited
Stored
Possible to distribute it to ++ people
Cheap
Disadvantages
Misinterpreting the message
o Only 50% decode them accurately
Communicating negative messages
o Not the best way
Time consuming nature of e-mail
o Average worker: check it 50 times/day
o Advise
Dont check e-mails in the
morning
Check e-mail in batches
Unsubscribe
Stop sending e-mail
Declare e-mail bankruptcy
E-mail emotions
Privacy concerns
o Instant messaging
Advantages
Fast
Inexpensives
Disadvantages

 Intrusive
Informal
o Video conferencing
Interactive meeting with people at location

Managing Info
o Dealing with info overload

BARRIERS TO EFFECTIVE COMMUNICATION

Filtering
o How a sender purposely manipulates info so the receiver
see it more favorably
o The more vertical levels, the more filtering

Selective perception
o Based on needs, experience, background, motivation

Info overload

Emotions

Language
o Influences of
Age
Context
Culture

Silence

Communication apprehension

GLOBAL IMPLICATIONS
Cultural barriers
o Caused by semantics
No linguistic equivalent
o Caused by words connotations
implications
o Caused by tone
Formal/informal
o in tolerance for conflict and methods for resolving
them
Individualistic
Collectivistic

Cultural context
o High context cultures
Primary


o Low

Non verbal
Subtle situational cues
Persons official status
Need of trust
Oral commitment ++
context cultures
Primary
Written words
o Highly legalistic contracts
Oral words
o Directness
Secondary
Body language
Formal titles

A cultural guide
o Assume until similarity is proven
o Description > interpretation
o Practice empathy
o Interpretations as hypothesis