chapter 13 organizational behavior ( dr. ahmed abdel hady)

7/31/2019 Chapter 13 Organizational Behavior ( Dr. Ahmed Abdel Hady)

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Copyright 2011 by the McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/I rwin

Communication

Chapter 13


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Learning Objectives

Explain the elements in the communicationprocess

Compare the four major directions ofcommunication

Describe the role played by interpersonalcommunication in organizations

Discuss multicultural communication

Identify barriers to effective communication Describe ways in which communication in

organizations can be improved


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Introduction

Planning, organizing, leading, and controllingall involve communicative activity

The glue that holds organizations together


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The Importance of Communication

Communicationhelps

organizations

Accomplish individual andorganizational goals

Implement and respond toorganizational change

Coordinate activities

Engage in virtually allorganizational relevant behaviors


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Communicationbreakdowns are

pervasive

Ineffective communication =ineffective organizations

Problems arisewhen Directives are misunderstood

Kidding leads to anger

Informal remarks are distorted


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Communication itself is unavoidable in a

functioning organization

Only effective communication is avoidable Everything one does communicates something,

in some way, to somebody

The only question is, With what effect?


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The Communication Process


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How Communication Works

Effective communication

Common understanding betweena communicator and a receiver

Verbal or nonverbal common symbols are used

to convey information In an organizational, information flows

Vertically

Horizontally Diagonally


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The Elements of Communication

Communicator:

a person with ideas,intentions, information,and a purpose forcommunicating

Message: an idea orexperience that a senderwants to communicate

Encoding: converting a

message into groups ofsymbols that representideas or concepts

Medium of transmission:

the carrier of the message

Decoding-Receiver:technical term for thereceivers thought

processes Feedback: the receivers

response to the sendersmessage

Noise: factors that distortthe intended message


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Nonverbal Communication

Messages sent via physical signals Head, face, and eye movements, posture,

physical distance, gestures, voice tone, andclothing choices

Influenced by such factors as gender and race

Just as important as verbal communication

Sometimes more so


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Nonverbal Communication

Can be difficultto suppress

More apparent toobservers than

communicators

Can contradictverbal messages

Unique Qualities

Susceptible tomultiple

interpretations


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Nonverbal Message Research Findings

Facial expressions and eye contact and movementsprovide information about emotions

Physical cues indicate emotional intensity

Communicators often send more informationthan is obtained in verbal messages

When verbal and nonverbal messages conflict,receivers place more faith in nonverbal cues

The human face displays 250,000 expressions


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Communicating Within Organizations

Includes job instructions, memos, policy statements,procedures, manuals, company publications

Often incomplete, inadequate, and inaccurate

Flows from higher levels in the hierarchy to thosein the lower levels

Downward Communication


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Decision Stages

Speculate

Digest

Deliberate

Draw conclusion


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Upward Communication Communicator is at lower level than receiver

Includes suggestion boxes, group meetings,and appeal or grievance procedures


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Functions of Upward Communication

Provides managers feedback about problems,organizational issues, day-to-day operations

Is managements primary source of feedback

Relieves employee tension by allowing lower-

level organization members to share relevantinformation with superiors

Encourages employees participation and

involvement, thereby enhancing organizationalcohesiveness


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Horizontal Communication

Overlooked in most organizational designs

Necessary for coordination and integrationof diverse organizational functions

Often necessary for coordination

Can provide social need satisfaction

Facilitation often left to individual managers


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Least-used channelof communication

DiagonalCommunication

Important where memberscannot communicate effectively

through other channels

Sometimes the most efficientcommunication method, in terms of

time and money


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Communicating Externally

Present products, services, positive image

Attract employees

Gain attention Typically used for

Public relations

Advertising Promoting

Customer/client/patient surveys


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Information Richness

The amount of information that can betransmitted or communicated effectively

Face-to-face interactions are high in richness

A general email to employees is low in richness

A medium with high richness

Likely to result in common understanding

Real time communication permits instant

feedback


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Common Communication Media


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How Technology Affects Communication

Videoconference

Smart Phones

Internet/Intranet/Extranet

Teleconference

Email, Messaging

eMeeting/Collaboration

Voice Mail

Social Networks


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Intranet Versus Extranet

Intranet

Private, protected

electroniccommunicationsystem within anorganization

Used to

communicateproprietary andorganization-specific information

Extranet

Connects employees

with individualsexternal to theorganization


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Dangers of Email Use

Unedited, poorly written messages

Lack of privacy

Erased messages can remain on disk drives

Hard to maintain email files that adhereto recordkeeping standards

Messages are often monitored

Ineffective for complex data and information


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Instant Messaging

Instant messaging Real-time communication among geographically

dispersed employees

Inexpensive alternative to phone calls and travel

Offers a document trail

Integration with voice and video

Demands the immediate attention of its users


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Text Messaging

Less expensive

Less spam

Texting competes withtraditional marketing

Favored by young consumers

95% of text messages are read


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Social Networking Sites

Facebook, MySpace, LinkedIn Rapidly becoming part of communication fabric

Used for a variety of purposes

Not exclusive to the young

Increasingly monitored by businesses

Powerful communication tool that can reacharound the world in seconds


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Smart Phones

Wireless smart phones 84% of Americans had cell phones in 2007

Smart phones are trying to overtake the market

Gives 24-7 access to email, text, apps, and theInternet

Increased need to stay connected withcolleagues, customers, and other stakeholders

Stores addresses, phone numbers, customerprices, and other critical data


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Voice Mail

Recorded messages account for 90% of

telephone communication in organizations

Voice mail is more popular than email

Messages are delivered without interruption Communicators can focus on the reason

for the call

Voice mail minimizes inaccurate message-taking and time zone barriers


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Voice Mail Best Practices

Organize thoughts before picking up the phone

Identify a specific, brief request

State your name, the time and date, yourcompany name, and the reason for the call

Be precise and keep the message simple

Say what you would like the receiver to do

Give a reason for the request

Say thank you

Finish with Feel free to call me at


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Videoconferencing and Teleconferencing

Videoconferencing

Refers to technologies associated with viewing

Teleconferencing

Refers to technologies associated with speaking

Both allow meetings without getting

together face-to-face

Increases productivity and reduces travel costs


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Electronic Meetings

Using software and networked computersto automate meetings

Facilitators can poll meeting participants,analyze voting results, create detailed reports


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Electronic Meetings

Overloading employees with new toys,

additional information, and technologies

Can reduce efficiency

Social interaction is lost

Most verbal and nonverbal cues are omitted

Anonymity and de-personalization are concerns


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Interpersonal Communication

Communication flows from person to

person in face-to-face and group meetings

Includes instant messaging, video-conferencing

Varies from direct orders to casual expressions

Includes both verbal and nonverbal formsof communication

Communication problems are tied to

Perceptual differences

Interpersonal style differences


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Multicultural Communication

Words

SpaceTime

Behavior


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Barriers to Effective Communication

Frame of Reference

Selective Listening

Value Judgments

Source Credibility

Filtering

In-Group Language

Status Differences

Time Pressures

Communication

Overload

C O


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Improving Communication in Organizations

To become a better communicator

Strive to be understood

Strive to understand

T h i I C i i


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Techniques to Improve Communications

Empathy

Following up

Repetition

Regulatinginformation flow

Encouragingmutual trust

Utilizingfeedback

Effective timing Simplifyinglanguage Using thegrapevine

P ti Ethi l C i ti


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Promoting Ethical Communications

Kreps principles for internal organizational

communications

Do not intentionally deceive another

Do not purposely harm an organization member

Treat organizational members justly


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P ti Ethi l C i ti


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Promoting Ethical Communications

Outcomes of competitive intelligencelinkages

Loss of competitive advantage and market share

Increased research and development costs

Higher insurance premiums

Used properly and ethically, competitiveintelligence can

Speed a firms reaction to changes Help outmaneuver competitors

Protect a firms own secrets

N i th C i ti G


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Narrowing the Communication Gap

chapter 13 organizational behavior ( dr. ahmed abdel hady)

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