Week 7 Assignment Course Project: Final Paper

MGT301PresentationPearson17eChapter11.pdf

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Communication

Learning Objectives

Describe the functions and process of communication.

Contrast downward, upward, and lateral

communication through small-group networks and the

grapevine.

Contrast oral, written, and nonverbal communication.

Describe how channel richness underlies the choice

of communication channel.

Differentiate between automatic and controlled

processing of persuasive messages.

Identify common barriers to effective communication.

Discuss how to overcome the potential problems of

cross-cultural communication.

11-3

Describe the Functions and

Process of Communication

Communication serves five major functions

within a group or organization:

 Management

 Feedback

 Emotional sharing

 Persuasion

 Information exchange

11-4

LO 1

Describe the Functions and

Process of Communication

Communication acts to manage member

behavior in several ways.

Authority hierarchies and formal

guidelines.

Job descriptions and company policies.

Workgroup teasing or harassing.

11-5

LO 1

Describe the Functions and

Process of Communication

Communication creates feedback by

clarifying to employees what they must do,

how well they are doing it, and how they can

improve their performance.

 Formation of goals, feedback on progress,

and reward for desired behavior all require

communication and stimulate motivation.

11-6

LO 1

Describe the Functions and

Process of Communication

Communication within the group is a

fundamental mechanism by which

members show satisfaction and frustration.

Communication, therefore, provides for the

emotional sharing of feelings and fulfillment

of social needs.

11-7

LO 1

Describe the Functions and

Process of Communication

Like emotional sharing, persuasion can be

good or bad depending on if, say, a leader is

trying to persuade a workgroup to believe in

the organization’s commitment to corporate

social responsibility (CSR) or to, conversely,

persuade the workgroup to break the law to

meet an organizational goal.

Persuasion can benefit or harm an

organization.

11-8

LO 1

Describe the Functions and

Process of Communication

The final function of communication is

information exchange to facilitate decision

making.

 Communication provides the information

individuals and groups need to make

decisions by transmitting the data needed to

identify and evaluate choices.

11-9

LO 1

Describe the Functions and

Process of Communication

11-10

LO 1

Contrast Downward, Upward,

and Lateral Communication

Downward communication: flows from one

level to a lower level.

 Assign goals, provide instructions,

communicate policies and procedures, and

provide feedback.

 Downward communication must explain the

reasons why a decision was made.

 One problem is the one-way nature of

downward communication.

11-11

LO 2

Contrast Downward, Upward,

and Lateral Communication Upward communication: flows to a higher level

in the group or organization.

 Provide feedback to higher-ups, inform them

of progress, and relay current problems.

Communicate in headlines, not

paragraphs.

Support your headlines with actionable

items.

Prepare an agenda to make sure you use

your boss’s attention well. 11-12

LO 2

Contrast Downward, Upward,

and Lateral Communication Lateral communication: takes place among

members of the same work group, among

members of work groups at the same level,

among managers at the same level, or among

any horizontally equivalent personnel.

Often necessary to save time and facilitate

coordination.

May be formally sanctioned.

Can create dysfunctional conflicts.

11-13

LO 1LO 1LO 1LO 2

Contrast Downward, Upward,

and Lateral Communication

11-14

LO 2

Contrast Downward, Upward,

and Lateral Communication

11-15

LO 2

Contrast Downward, Upward,

and Lateral Communication

The informal communication network in a

group or organization is called the grapevine.

It gives managers a feel for the morale of their

organization, identifies issues employees

consider important, and helps tap into employee

anxieties.

11-16

LO 2

Contrast Downward, Upward,

and Lateral Communication

11-17

LO 2

Contrast Oral, Written, and

Nonverbal Communication

Oral Communication

 The primary means of conveying messages.

Speeches, formal one-on-one and group

discussions, and informal rumor mills or

grapevines are popular forms of oral

communication.

Meetings

Videoconferencing and conference calling

Telephone

11-18

LO 3

Contrast Oral, Written, and

Nonverbal Communication

Written Communication

 Letters

 PowerPoint

 E-mail

 Instant Messaging

11-19

LO 3

 Text Messaging

 Social Media

 Aps

 Blogs

Contrast Oral, Written, and

Nonverbal Communication

11-20

LO 3

Contrast Oral, Written, and

Nonverbal Communication

11-21

LO 3

Contrast Oral, Written, and

Nonverbal Communication

Nonverbal Communication

 Includes body movements, the intonations or

emphasis we give to words, facial

expressions, and the physical distance

between the sender and receiver.

 Body language can convey status, level of

engagement, and emotional state.

11-22

LO 3

Contrast Oral, Written, and

Nonverbal Communication

11-23

LO 3

Contrast Oral, Written, and

Nonverbal Communication

Physical distance also has meaning.

 What is considered proper spacing between

people largely depends on cultural norms.

A businesslike distance in some European

countries feels intimate in many parts of

North America.

 Distance may indicate aggressiveness or

sexual interest, or it may signal disinterest

or displeasure with what is being said.

11-24

LO 3

Channel Richness and Choice

Of Communication Channel

11-25

LO 4

Channel Richness and Choice

Of Communication Channel

The choice of channel depends on whether

the message is routine.

 Routine messages tend to be

straightforward and have a minimum of

ambiguity.

Choose oral communication when you

need to gauge the receiver’s receptivity.

Written communication is more reliable for

complex and lengthy communications.

11-26

LO 4

Channel Richness and Choice

Of Communication Channel

Know you audience and use good grammar.

 Letters

 Text messaging

 Social media

 Blogging

11-27

LO 4

Channel Richness and Choice

Of Communication Channel

Information Security

 Electronic information

 Physical information

 Information that employees know

Most companies monitor employee Internet

use and e-mail records, and some use video

surveillance and record phone conversations.

11-28

LO 4

Persuasive Communication

Automatic processing: a relatively superficial

consideration of evidence and information.

 It takes little time and low effort, but it lets us

be easily fooled by a variety of tricks, like a

cute jingle or glamorous photo.

Controlled processing: a detailed

consideration of evidence and information

relying on facts, figures, and logic.

 Requires effort and energy, but it’s harder to

fool someone who engages in it.

11-29

LO 5

Persuasive Communication

Rules of thumb for determining the choice of

processing:

 Interest level

 Prior knowledge

 Personality

 Message characteristics

Match your message to your audience

11-30

LO 5

Identify Common Barriers to

Effective Communication Barriers to Effective Communication

 Filtering

 Selective perception

 Information overload

 Emotions

 Language

 Silence

 Communication apprehension

 Lying

11-31

LO 6

Overcoming Problems in

Cross-Cultural Communication

Cultural Barriers

 Caused by semantics – words mean

different things to different people.

 Caused by word connotations – words imply

different things in different languages.

 Caused by tone differences.

 Caused by differences in tolerance for

conflict and methods for resolving conflicts.

11-32

LO 7

Overcoming Problems in

Cross-Cultural Communication

11-33

LO 7

Overcoming Problems in

Cross-Cultural Communication

A Cultural Guide

 Know yourself.

 Foster a climate of mutual respect, fairness,

and democracy.

 State facts, not your interpretation.

 Consider the other person’s viewpoint.

 Proactively maintain the identity of the

group.

11-34

LO 7

Implications for Managers

 Remember that your communication mode

will partly determine your communication

effectiveness.

 Obtain feedback from your employees to

make certain your messages—however they

are communicated—are understood.

 Remember that written communication

creates more misunderstandings than oral

communication; communicate with employees

through in-person meetings when possible.

11-35

Implications for Managers

 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.

11-36