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Michael A. Hitt

C. Chet Miller

Adrienne Colella

Chapter 9 CommunicationCommunication

Slides by Ralph R. Braithwaite

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Communication CasualtiesCommunication Casualties

Hurricane Katrina

• What were some of the communication issues before, during, and after Hurricane Katrina?

• What recommendations would you make to avoid another communication disaster such as this?

• What types of communication problems have you encountered in your work or school environment?

Exploring Behavior in Action

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Strategic Importance of Strategic Importance of CommunicationCommunication

• Some private companies developed a carefully arranged crisis communication plan to deal with disasters such as Katrina.

• Should every type of organization – public and private – have some type of effective plan?

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Knowledge ObjectivesKnowledge Objectives1. Explain why communication is strategically important to

organizations.

2. Describe the communication process.

3. Discuss important aspects of communication within organizations, including networks and the direction of communication flow.

4. Define interpersonal communication and discuss the roles of formal versus informal communication, communication media, communication technology, and nonverbal communication in the interpersonal communication process.

5. Describe organizational and individual barriers to effective communication.

6. Understand how organizations and individuals can overcome communication barriers.

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What is Communication?What is Communication?

The sharing of information between two or more people to achieve a common understanding about an object or situation. Success occurs when the person receiving the message understands it in the way the sender intended.

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Communication ProcessCommunication Process

Communication Medium

Encoded Message

Received Message

Decoded Message

Adapted from Exhibit 9-1: Sent Message

Sen

der

Receiver

Received Feedback

Sent Message

Feedback

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Organizational CommunicationOrganizational Communication• Patterns of communication at the

organizational level – formal and informal

• Purpose to facilitate achievement of organizational goals

• Involves the use of communication networks, policies, and structures

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CommunicationCommunication

One-way Communication – communication that does not include feedback

Two-way Communication – communication that includes feedback and an exchange of information between two or more parties

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Communication NetworksCommunication Networks

Adapted from Exhibit 9-2: Communication Networks

Y Network

Wheel NetworkCircle Network Decentralized

Networks

Centralized Networks

All Connected Network

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Direction of Direction of Organizational CommunicationOrganizational Communication

Downward

UpwardHorizontal

Peers

Manager

Customers

Direct Reports

360° Feedback

9-12ExperiencingStrategic OB

Communication at J. Crew: Communication at J. Crew: Mickey DrexlerMickey Drexler

Mickey Drexler

• What would be your reaction to an e-mail or phone call from the CEO of a company you contacted about a service issue?

• If you worked for a company like J. Crew, how would you respond to some of Drexler’s behavior?

• Should more senior level managers show their passion about their businesses?

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Interpersonal CommunicationInterpersonal CommunicationDirect verbal or nonverbal interaction between two or more active participants

Formal InformalInformal

Rumors Gossip

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Communication MediaCommunication MediaRichness depends on:

• The availability of feedback

• The use of multiple cues

• The use of effective language

• The extent to which the communication has a personal focus

Face-to-face is the richest

medium

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Communication MediaCommunication Media

Least Rich Least Rich

RichestRichest

Face-to-face

Formal numerical text

Formal written text

Personal written text

Electronic messaging

Telephone

EquivocalEquivocalMessagesMessages

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Communication TechnologyCommunication Technology

E-mailCell Phones Internet

Instant Messaging

Social Networking

BLOBLOGG

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Communicating with CustomersCommunicating with Customers•What are your thoughts about the

JetBlue letter in Exhibit 9-3?

•Should they have anticipated potential problems?

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ManagerialAdvice

Surfing for ApplicantsSurfing for Applicants•What was your reaction to the

relatively high percentage of negative information about applicants?

•What was your reaction to the positive information statistics?

•What concerns would you have as a hiring manager in terms of using the web to find applicants?

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Nonverbal CommunicationNonverbal CommunicationCommunication that takes place without using language, such as facial expressions or body language

Body Language Paralanguage Gestures

Attitude

Lying?

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Barriers to Effective Barriers to Effective CommunicationCommunication

Organizational

Individual

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Organizational BarriersOrganizational Barriers

InformationOverload

InformationOverload NoiseNoise

Time PressuresTime Pressures NetworkBreakdowns

NetworkBreakdowns

InformationDistortion

InformationDistortion

Cross-CulturalBarriers

Cross-CulturalBarriers

Specialty AreaJargon

Specialty AreaJargon

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Cultural DifferencesCultural Differences

Adapted from Exhibit 9-4: Cultural Communication Differences

Eye Contact Time Orientation Answering Questions

Self-PresentationPostureIndicating “No”

9-23ExperiencingStrategic OB

Cultural Communication SnafusCultural Communication SnafusCommon problems include:

• Opening and closing conversations

• Taking turns during conversations

• The signaling of agreement

• Appropriate topics of conversation

• Use of humor

• Direct versus indirect communication

• Acknowledgement of authority and status

Thoughts?

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Individual BarriersIndividual Barriers

DifferingDifferingPerceptionsPerceptions

SemanticSemanticDifferencesDifferences

StatusStatusDifferencesDifferences

Consideration ofConsideration ofSelf-interestSelf-interest

PersonalPersonalSpaceSpace

Poor ListeningPoor ListeningSkillsSkills

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Communication AuditCommunication Audit

Recommended Audit Methodology

• Hold a planning meeting – approach and commitment

• Conduct interviews with top management

• Collect, inventory, and analyze material

• Conduct associate interviews

• Prepare and administer a questionnaire to measure attitudes toward communication

• Communicate survey results

Analysis of an organization’s internal and external communication to assess communication practices and capabilities and determine needs

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Communication ClimatesCommunication Climates

Associates’ perceptions regarding the quality of communications within the organization.

MutualTrust

Credibility

Feedback

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Individual ActionsIndividual Actions

• Know your audience

• Select an appropriate communication medium

• Encourage feedback

• Regulate information flow and timing

• Listen actively

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Steps to Effective ListeningSteps to Effective Listening

Adapted from Exhibit 9-5: Steps to Effective Listening

Stop talking

Pay attention

Listen empathetically

Hear before evaluating

Listen to the whole message

Send feedback

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The Strategic LensThe Strategic Lens

1. For what tasks in a manager’s job is effective communication critical? Explain.

2. Which contributes more to an organization’s performance – verbal communications or written communications? Justify your answer.

3. What are the strengths and weaknesses in your communication abilities? How can you best take advantage of your strengths and overcome your weaknesses to have a successful career?

4. What impact is rapidly developing communication technology likely to have on communication in organizations?

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QuestionsQuestions