Robbins Eob13ge Ppt09

9-1
Copyright ©2016 Pearson Education Limited.

Chapter 9
Communication at Work
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After studying this chapter
you should be able to:
1. Describe the communication process and formal and informal
communication.
2. Contrast downward, upward, and lateral communication.
3. Compare and contrast formal small-group networks and the
grapevine
4. Contrast oral, written, and nonverbal communication.
5. Show how channel richness underlies the choice of communication
channel.
6. Differentiate between automatic and controlled processing of
persuasive messages.
7. Identify common barriers to effective communication.
8. Show how to overcome the potential problems in cross-cultural
communication.
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The Communication Process
Copyright ©2016 Pearson Education Limited. 9-4

Channels of Communication
Formal Informal
Path follows the Spontaneous

authority chain channels from
Messages relate individual
to professional choice
activities Messages often
personal or
social
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Direction of Communication
Upward Lateral
Downward
9-6
Downward Communication
 Communication that flows from one

level to a lower level
 One-way communication
 Managers explain why a decision was
made, but do not solicit advice or
opinions of employees
9-7
Upward Communication
 Communication that flows to a higher

level
 Keeps managers aware of how
employees feel about their jobs,
coworkers, and the organization
9-8
Lateral Communication
 Communication that occurs between

members of a work group, members at
the same level in separate work groups,
or any other horizontally equivalent
workers
 Saves time and facilitates coordination
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Formal Small-Group Networks
9-10
Formal Small-Group Networks
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The Grapevine
 Informal communication
network
 Word-of-mouth
 Emerges when:
 The situation is important
 Ambiguity exists
 The situation causes anxiety
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Modes of Communication
 Three modes of communication

1. Oral
2. Written
3. Nonverbal
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Oral Communication
 Advantages
Speed
Feedback
Simple to correct
 Disadvantages
Potential for distorted message when
passed through a number of people
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Written Communication
 Any method that conveys written words

or symbols
 The longest lasting form of
communication
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Nonverbal Communication
Body language conveys

The extent of affinity for another
The relative perceived status between a
sender and receiver
Meaning changes with
Intonation
Facial expression
Physical distance
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Channel Richness
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Choosing Communication Method
Channel choice depends on whether

the message is routine
A variety of methods may be needed to
convey important ideas
Decide between oral and written
communication
Be alert to nonverbal communication
Body language
Be alert to information security
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Choosing Oral Communication
Use oral communication when gauging

the receiver’s receptivity is important
But consider:
The receiver’s preference
Pace of work environment
Your speaking ability
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Choosing Written Communication
Written communication:
 Provides a tangible and verifiable record that
can be stored for an indefinite period of time
 Message is physically available for later
reference
 Messages are more likely to be well thought-
out, logical, and clear
 But, grammar mistakes can be problematic
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Persuasive Communication
 Automatic processing: superficial

consideration of evidence and information
making use of heuristics
Takes little time and minimal effort
But, it’s easy to be fooled
 Controlled processing: detailed
consideration of evidence and information
relying on facts, figures, and logic
Requires effort and energy
But, less likely to be fooled
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Automatic vs. Controlled
Processing
The choice of processing depends on:

Interest level
Prior knowledge
Personality
Message characteristics
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Barriers to Effective
Communication
 Filtering
 Selective perception
 Information overload
 Emotions
 Language
 Silence
 Communication apprehension
 Lying
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Global Implications
Cross-cultural communication barriers

 Semantics
 Word connotations
 Tone differences
 Differences in perception
 Cultural context
High context culture
Low context culture
Copyright ©2016 Pearson Education Limited. 9-24

A Cultural Guide
1. Know yourself.
2. Foster a climate of mutual respect, fairness,
and democracy.
3. Learn the cultural context of each person.
4. When in doubt, listen.
5. State facts, not your interpretation.
6. Consider the other person’s point of view.
7. Proactively maintain the identity of the
group.
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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 are understood.
 Remember that written communication creates
more misunderstandings than oral communication.
 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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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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Summary
1. Described the communication process and formal and
informal communication.
2. Contrasted downward, upward, and lateral
communication.
3. Contrasted oral, written, and nonverbal
communication.
4. Showed how channel richness underlies the choice of
communication channel.
5. Differentiated between automatic and controlled
processing of persuasive messages.
6. Identified common barriers to effective
communication.
7. Showed how to overcome the potential problems in
cross-cultural communication.
9-28

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9-1

Copyright ©2016 Pearson Education Limited.

Copyright ©2016 Pearson Education Limited. 9-4

Path follows the Spontaneous

 Communication that flows from one

 Communication that flows to a higher

 Communication that occurs between

 Three modes of communication

 Any method that conveys written words

Body language conveys

Channel choice depends on whether

Use oral communication when gauging

 Automatic processing: superficial

The choice of processing depends on:

Cross-cultural communication barriers

Copyright ©2016 Pearson Education Limited. 9-24

 Each communication direction has its

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