Chapter 10 - Communication

Communication
Chapter 10
Copyright 2014 Pearson Canada Inc. Ch 10 - 1
LO10.1: Define communication and explain why
communication by the strict chain of command is
often ineffective.

Communication is the process by which
information is exchanged between a sender
and a receiver.

Effective communication is when the right
people receive the right information in a
timely manner.
LO10.1: Define communication and explain why communication by the strict
chain of command is often ineffective.

Basics of Organizational Communication

Chain of command: lines of authority and
formal reporting relationships.

Downward communication: information that
flows from the top of the organization toward
the bottom.


Basics of Organizational Communication, contd

Upward communication flows from the
bottom of the organization upward.

Horizontal communication flows between
departments or functional units usually as a
means of coordinating effort.

Deficiencies in the Chain of Command
informal communication between members
filtering waters down or stops messages:
bad news is especially prone to filtering
slowness, especially for horizontal
communications

LO10.2: Explain the factors that contribute to voice
versus silence.

Good manageremployee communication
increases organizational performance and
employee satisfaction.

Voice is the constructive expression of
disagreement or concern about work unit or
organizational practices.

LO10.2: Explain the factors that contribute to voice
versus silence.

Psychological safety is a shared belief that it
is safe to take social risks.
It supports voice.

Mum effect is the tendency to avoid
communicating unfavourable news to others.
Management and subordinates can both be prone
to this.
LO10.3: Explain the organizational grapevine
and discuss its main features.

Grapevine is an organizations informal
communication network.
includes verbal & written communication
often several grapevines (e.g., office, plant)
transmits both organizational & personal
information
tends to be more accurate for organizational
information

LO10.3: Explain the organizational grapevine and discuss its main features.

Who participates in the grapevine?

extroverts more than introverts
people looking for personal advantage
depends on the nature of the information
depends on physical location & mobility of
members

LO10.3: Explain the organizational grapevine and discuss its main features.
Pros of the grapevine
can substitute for formal communications
informal recruiting source
tests employees reactions to new proposals
adds interest & diversion to the work setting

Cons of the grapevine
can become a rumour mill (e.g., circulating
unverified beliefs)
rumours may be prone to distortion, ambiguity

LO10.4: Review the role of verbal and non-
verbal communication at work.

J argon is specialized language used by job
holders or members of particular occupations
or organizations.
provides status and efficiency
can serve as a communication barrier for
others (e.g., new comers or outsiders)

LO10.4: Review the role of verbal and non-verbal communication at work.

Nonverbal communication transmits
messages by some medium other than
speech or writing.

We tend to use non-verbal cues in forming
thoughts & decisions.


Non-verbal communication includes

Body language: communication by means of
a senders bodily motions, facial expressions,
or physical location (relative to the receiver).
a general perception is the body doesnt lie
demonstrates such things as consideration or
status differences


Non-verbal communication, contd

Props, artifacts, and costumes
office dcor and arrangement
clothing promotes certain perceptions and
stereotyping by others
clothing also promotes self-esteem and
confidence for the wearer

LO10.5: Discuss gender differences in communication
and identify how a failure to recognize these differences
can cause communication problems.

Communication differences start early:

Young girls see conversation as a way to
develop relationships
create networks of connection & intimacy
Young boys see conversation as a way to
achieve status within groups
maintain independence

LO10.5: Discuss gender differences in communication and identify how a failure
to recognize these differences can cause communication problems.

Men are better at
getting credit
being confident and boasting
enjoying ritual opposition (debating/arguing)
managing up and down

LO10.5: Discuss gender differences in communication and identify how a failure
to recognize these differences can cause communication problems.

Women tend to
ask questions
apologize (as a way of expressing concern)
give compliments
be indirect

LO10.6: Discuss challenges relating to cross-
cultural communication and identify useful
strategies to deter miscommunication.

Cultures differ in underlying values

leading to divergent attitudes

leading to cross-cultural
miscommunication.
LO10.6: Discuss challenges relating to cross-cultural communication and
identify useful strategies to deter miscommunication.

Cross-cultural miscommunications occur due to:

language differences
abruptness, subtleness, etc.
nonverbal communication
facial expressions, gestures, eye contact
etiquette & politeness
literal vs. implied speech
directness vs. indirectness


Miscommunications, contd:

social conventions across cultures
direct vs. indirect, punctuality
degree of loudness
nepotism (e.g., obligation to hire relatives)


Cultural context: the cultural information that
surrounds a communication episode.

high-context cultures
need to know you & your company
need time
value age & seniority
trust context over lengthy contracts
literal interpretations are often incorrect


North America, much of Northern Europe,
Australia are low-context cultures
decoding of message is more literal than
contextual.

LO10.7: Define computer-mediated communication
and highlight its strengths and weaknesses.

Computer-mediated communication (CMC)
relies on computer technology to facilitate
information exchange; e.g., e-mail, chat
rooms, teleconferencing, video conferencing.
Consider information richness, the potential
information-carrying capacity of a
communication medium.

LO10.7: Define computer-mediated communication and highlight its strengths
and weaknesses.
Less routine communication requires a richer communication medium.
and weaknesses.

Pros of computer-mediated communication
vs. face-to-face:
saves time, money & travel
can increase number of ideas generated
people can talk simultaneously
erases status differences (e.g., ideas can be
anonymous)

and weaknesses.

Cons of computer-mediated communication:
groups tend to perform more poorly & make less
effective decisions
members tend to be less satisfied
slow development of trust
impulsive messages (flaming): prone to
misinterpretation
lack of non-verbal cues

LO10.8: Review personal strategies and
organizational initiatives aimed at enhancing
communication.

Basic Principles of Effective Communication

Take time and determine the right medium.
Be accepting of the other person.
Do not confuse the person with the problem.
Say what you feel.
congruence (of words, thoughts, feelings &
actions) vs. brutal frankness

LO10.8: Review personal strategies and organizational initiatives aimed at
enhancing communication.
Basic Principles of Effective Communication, contd:

Listen Actively:
watch your body language
paraphrase what the speaker means
show empathy
ask questions
wait out pauses


Basic Principles of Effective Communication, contd:

Give timely & specific feedback.
Assume differences until you know otherwise.
Recognize differences within cultures.
Watch your language (and theirs).


Organizational approaches to improve
communication:
Provide adequate explanations and take care
how the message is delivered.
360-degree feedback: performance
appraisal that uses the input of supervisors,
employees, peers, and clients or customers
of the appraised individual.
Contd

Employee Survey: an anonymous
questionnaire that enables employees to
state their candid opinions and attitudes
about an organization and its practices.
Employee Feedback: Communication is
enhanced when information is fed back to
employees along with management response
& plans for changes.
Contd


Suggestion Systems: programs designed to
enhance upward communication by soliciting
ideas for improved work operations from
employees.
Rewards for implemented suggestions
increase the effectiveness of the system.

Contd


Query Systems provide a formal means of
answering employee questions.

Telephone hotlines, intranets, and
webcasts provide a venue for queries,
disseminating company news, crisis
communication or for employees to
communicate information to the company.

Contd


Management Training
communication skills develop with
practice
need to balance social-emotional and
task demands
effective downward communication
promotes reciprocity by receiver


Chapter 10 - Communication

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