The Main Functions of Communication

Control - Organizations have authority hierarchies

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 members behavior.

Information

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Communication facilitates decision-making.

It provides information by transmitting the data to identify
and evaluate optional choices.

The Main Functions of Communication

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.

Emotional Expression

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 for
social interaction.

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The Communication Process

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Direction of Communication

Upward
Upward

Downward
Downward

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Lateral
Lateral

Communication Direction

Downward Communication

Purpose is to assign goals, provide instructions,

communicate policies and procedures, provide feedback.
Must explain the reasons why a decision was made.
It has a one-way nature.

Lateral Communication

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Necessary to save time and facilitate coordination

Communication Direction

Upward Communication
Provide feedback to higher-ups, inform them of
progress, and relay current problems.
To engage in effective upward communication.
Try to reduce distractions.
Communicate in headlines, not paragraphs.
Prepare an agenda to make sure you use your
bosss attention well.

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Channels of Communication
Formal

Path follows the

authority chain
Messages relate to
professional activities

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Informal

Spontaneous channels
from individual choice
Messages often
personal or social

Interpersonal
Communication
Three Forms:
Oral
Written
Nonverbal

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Oral Communication

Advantages

Speed
Feedback
Simple to Correct

Disadvantages

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Potential for distorted message when passed through a

number of people

Written Communication
Disadvantages

Advantages

Provide a tangible and

verifiable record
Record can be stored for
an indefinite period of time
Physically available for
later reference
More likely to be well
thought-out, logical, and
clear
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Time consuming
Lack of feedback
May not be read

Nonverbal Communication

We cannot NOT communicate

nonverbally
Body language conveys:

The extent of affinity for another

The relative perceived status between
a sender and receiver

Meaning changes with:

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Intonation
Facial Expression
Physical Distance

Formal Small-Group Networks

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The Grapevine

Emerges when:

Situation is important
Ambiguity exists
Situation causes anxiety

Three Characteristics:

Not controlled by management

Perceived as being more believable and reliable (and
often is)
Largely used to serve self-interest of those willing to
communicate

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Electronic Communication

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E-mail
Instant and Text
Messaging
Web Logs (Blogs)
Videoconferencing

E-Mail Limitations

Easy to misinterpret
Should not be used for
negative messages
Overused and overwhelms
People are emotionally
disinhibited
Privacy concerns

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IM & Text

> Deal?
> OMG y!
> ;)
> BRB-BOS
>k

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Essentially real-time
Inexpensive
Good for short messages
Some find it intrusive and
distracting
May be inappropriate for
formal business messages

Social Networking Software

Explosive growth area.

Facebook and MySpace
Individuals post information about
themselves publicly seen by:

Potential employers
Current employers
Police, federal agencies

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Blogs

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Another public private space

Web sites about a single person
or company usually updated
daily
May be used to gather
information from customers

Videoconferencing

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Permits employees to conduct

interactive meetings without
being physically in the same
room
Conserves travel funds
Becoming more
accessible as costs drop

Knowledge Management

Process of organizing and

distributing an organizations
collective wisdom so the right
information gets to the right
people at the right time
Needs systemic approach

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Barriers to Effective Communication

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Filtering
Selective Perception
Information Overload
Emotions
Language
Communication
Apprehension

Global Implications
Cultural Communication Barriers:

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1.

Semantics words mean different things to different

people

2.

Word Connotations words imply different things in

different languages

3.

Tone Differences in some cultures tone changes

depending on context

4.

Differences in Perception different world views

5.

Distance - What is considered proper spacing between

people largely depends on cultural norms.

A Cultural Guide

1.
2.
3.
4.

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Assume differences until similarity is proved

Emphasize description rather than interpretation
or evaluation
Practice empathy
Treat your interpretation as a working hypothesis

Implications for Managers

Removing the uncertainty leads to greater

satisfaction:

Communicate via multiple channels

Reduce distortion and incongruities for clarity

Use electronic media wisely and carefully

Cultural communication barriers can be overcome

with understanding

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Keep in Mind

Each communication direction has its own challenge

that must be overcome

Each form of communication has an optimal purpose

and specific limitations use appropriately

Communication barriers often retard or distort

communication

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