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Chapter 10

Effective Communication

Case Study: Uber’s Organizational Communication

Case Questions:

Why is important that differing perspectives are encouraged and praised as opposed to shut down and ridiculed like they were at Uber?

What network, formal or informal, is most important for a company to administer?

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

The Role of Effective Communication in Influencing Others

We define communication as the act of transmitting thoughts, processes, and ideas through a variety of channels.

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

LO 10.1 Describe the basic model of communication

In an increasingly connected world, communication is more important than ever in the workplace. Today’s organizations have no choice but to adapt quickly to the rise of new technologies and social networking tools in order to keep up with the competition and stay in touch with the needs of their customer base. We define communication as the act of transmitting thoughts, processes, and ideas through a variety of channels. Efficient communication leads to better functioning of organizations, which benefits both employees and customers. Inside the organization, effective communication must also take place within and among peer groups and between different hierarchical levels. One of the most important roles of a manager is to encourage and nurture a collaborative working environment by effectively communicating with teams to ensure tasks are accomplished and organizational goals are achieved.

The Role of Effective Communication in Influencing Others

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Types of Communication Channels

Oral communication

Written communication

Electronic communication

Nonverbal communication

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

LO 10.2 Compare the types of communication channels

Types discussed in following slides

Types of Communication Channels

Oral communication is the exchange of information, ideas, and processes verbally, either one-on-one or as a group.

Written communication makes use of the written word in the form of reports, memos, and letters to communicate messages.

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Oral communication is the exchange of information, ideas, and processes verbally, either one-on-one or as a group. In the workplace, we regularly communicate orally through telephone conversations, presentations, meetings, and conferences. For instance, a State of the Union address is an example of oral communication.

Advantages and disadvantages of oral communication: Talking to people in person or on the phone or in a video chat is an excellent way to network and build relationships. Another major advantage of oral communication is that messages are sent and received almost instantaneously, and feedback is given just as fast, so misunderstandings can get quickly cleared up. However, sometimes the informal nature of oral communication means that messages can get lost, forgotten, or misunderstood.

Written communication makes use of the written word in the form of reports, memos, and letters to communicate messages. Notice of acceptance to college or a formal job offer is usually delivered in a written letter.

Advantages and disadvantages of written communication: Senders can review written messages before sending and record and archive them if necessary. However, unless the receiver provides feedback, the sender will not always know whether the message has reached its destination or has been interpreted correctly.

Types of Communication Channels

Electronic communication is the transmission of messages through various types of electronic media.

Nonverbal communication is the transmission of wordless cues between people.

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Electronic communication is the transmission of messages through email, Skype, videoconferencing, blogs, fax, instant messaging, texting, and social networking (Twitter, LinkedIn, Facebook, YouTube, Pinterest, Instagram, and more). Many companies and social activist groups will use “hashtag campaigns” to quickly and broadly disperse information and start conversations around certain topics, events, and products.

Advantages and disadvantages of electronic communication: There is no better way of instantly reaching a large audience across a global network than through forms of electronic communication. However, electronic communication can be hindered by technical problems, privacy breaches, and misinterpretation. Written electronic communication can be an especially poor channel for delivering negative news because it does not provide an adequate means for expressing emotion.

Nonverbal communication is the transmission of wordless cues between people. Examples of nonverbal cues include facial expression, eye gaze, gestures, tone of voice, the way we walk, stand, dress, and position ourselves. From the way we shake hands to the color of the clothing we wear, nonverbal details show others who we are and influence the way we are perceived.

Advantages and disadvantages of nonverbal communication: Nonverbal communication can be an important way of interacting with others because it allows for transmission of subtle messages through eye contact, vocal tone, and posture. However, because we usually are unaware of the nonverbal messages we are sending, we are at risk of unintentionally conveying the wrong message which, in turn, may give the wrong impression.

Types of Communication Channels

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

With so many communication channels to choose from, how do we choose the most appropriate one for certain situations? One way is to weigh channel richness, the degree to which a channel allows us to easily communicate and understand information sent between people and organizations. Face-to-face communication during meetings or videoconferencing is thought to be the richest form of communication channel. It allows for immediate feedback, the understanding of verbal and nonverbal cues, and opportunities for building relationships.

Types of Communication Channels

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Figure 10.3 illustrates how different types of body language may be interpreted by others.

Types of Communication Channels

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Table 10.1 provides different tips for email etiquette, using electronic communications.

Types of Communication Channels

Weighing channel richness is one way to choose the most appropriate communication channel for a situation.

Channel richness: The degree to which a channel allows us to easily communicate and understand information sent between people and organizations.

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Types of Communication Channels

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Figure 10.4

Face-to-face communication during meetings or videoconferencing is thought to be the richest form of communication. It allows for immediate feedback, the understanding of verbal and nonverbal cues, and opportunities for building relationships. But like many other forms of electronic communication, videoconferencing still as its disadvantages: technical hitches, hacking, and time lags (which tend to interrupt the flow of the conversation), can sometimes make smooth communication difficult.

Barriers to Communication

Filtering

Emotions

Information overload

Differing perceptions

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

LO 10.3 Identify key barriers to effective communication

Filtering: When someone screens and then manipulates a message from a sender before passing it on to the intended receiver, that person has filtered the message.

Emotions: Our emotions have an effect on the way we communicate. When we are happy and relaxed, we are more likely to accept constructive criticism in a positive way and convey our messages succinctly and accurately. However, when we are stressed or angry, we might snap at others or feel attacked or defensive when someone tries to offer advice. It is essential that we are aware of our emotions and keep them in check before they spiral out of control.

Information overload: At times, we can become overwhelmed by the wealth of information surrounding us. This can lead us to make hasty decisions or lose our ability to prioritize. Being able to prioritize our workload helps us to make better decisions and prevents us from getting overloaded by information. Svetlana dishonestly cites “information overload” as one of the reasons Langston wants to leave the lending department.

Differing perceptions: Sometimes, the way we interpret situations clashes with the perceptions of others, leading to confusion and misconception. We can overcome this communication barrier by challenging our own assumptions about other people and situations and by seeking advice from others to clarify our perceptions. Proper training for employees in organizations helps to align perceptions. For example, Sonia notes the perceptual differences between Langston and Svetlana and promises Langston she will talk to Svetlana to clear up the misunderstanding.

Barriers to Communication

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Failure to listen properly in organizations can lead to misunderstandings that can damage personal and work relationships. Ineffective listening also comes at a high price A way to overcome poor listening is through active listening, which consists of concentrating on the true meaning of what others are saying. It is an essential skill for employees in the workplace because it allows the receiver to hear and understand the message and reassures the speaker that the message has been heard in the same terms in which it is delivered. There are three main components to active listening: sensing, processing, and responding.

Sensing means paying attention to the signals sent from the speaker. The listener avoids forming an opinion or interrupting the speaker until he or she has finished and consciously remains attentive to what the speaker is saying.

Processing means actively understanding and remembering what is being said as well as making an effort to empathize with the speaker’s feelings and thoughts and the situation at hand. Active listening also requires looking for nonverbal cues such eye contact or lack thereof, poor posture (slouching), and tone of voice (sarcastic, angry, confident, etc.) to really understand the entire message.

Barriers to Communication

Active listening has three main components:

Sensing

Processing

Responding

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Sensing means paying attention to the signals sent from the speaker. The listener avoids forming an opinion or interrupting the speaker until she or he has finished and consciously remains attentive to what the speaker is saying.

Finally, responding is the way active listeners provide feedback to the speaker (“I see what you mean”) and clarifying the message by repeating some of the key points at appropriate breaks (“So, you’re saying that . . .”)

Communicating in Organizations

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

LO 10.4 Describe types of communication networks within organizations

Communicating in Organizations

Three types of organizational communication include:

Downward

Upward

Lateral

Neck, Organizational Behavior, 2e. © SAGE Publishing, 2020.

Downward communication sends messages from the upper levels of the organizational hierarchy to the lower levels. For example, in hierarchical organizations like the military, there is a tendency to use downward communication. One of the major functions of downward communication is to maintain discipline and employee compliance through positive influence. When downward communication is successful, it is totally transparent. This means that lower level employees consistently receive clear messages and feedback from their superiors regarding organizational performance, strategies, developments, and goals. Sharing information down the levels provides employees with a sense of involvement and minimizes doubt and insecurity about how the company is performing. However, when downward communication goes wrong and messages fail to be transmitted effectively down the chain of command, it can cause confusion, distrust, and anxiety among the rest of the workforce.

Upward communication sends messages from the lower levels of the organizational hierarchy to the higher levels. Some organizations value feedback, suggestions, and advice from lower level employees who are “on the ground” and may be closer to knowing the needs of the customer. For example, employees at U.S. chicken restaurant Chick-fil-A came up with Frosted Lemonade, a combination of fresh-squeezed lemonade and ice cream. The drink has caught on with customers as a snack option that is lighter than a full milkshake. These employees are also encouraged to share any problems or thoughts they have about the organization and their roles and provide recommendations for improvement. If lower level employees do not effectively communicate with their superiors and instead withhold or filter information, this can leave those at the higher levels ignorant of what is really going on in the organization.

Lateral communication sends messages between and among similar hierarchical levels across organizations. Lateral communication can be an effective way for people from different departments to communicate the information they need quickly and accurately. Organizations that foster a collaborative environment encourage lateral communication among their employees. For example, collaborative organizations like IDEO use lateral communication to gather ideas from employees across several disciplines in order to generate creative solutions. Although lateral communication supports teamwork and helps build morale, it requires managerial control to minimize potential interpersonal conflict that may arise as a result of many participants collaborating at once.

Communicating in Organizations

Most messages sent through two main communication networks:

Formal networks transmit the messages established and approved by the organizational hierarchy.

Informal networks handle the unofficial sharing of information between employees and across company divisions.

Communicating in Organizations

Grapevine is the unofficial line of communication between individuals or groups.

Gossip chains are communication networks in which one individual creates and spreads untrue or inaccurate information to others through the organization.

Cluster chain consists of a group of people who broadcast information only within their group.

One of the main forms of informal network is the grapevine, the unofficial line of communication between individuals or groups.3 Grapevines are a useful method of communicating messages quickly and efficiently in person, over e-mails, blogs, or through other technological tools. They can bring about a sense of unity among the employees who meet and share information. However, they are more common where management keeps employees in the dark about what is going on in the organization. Indeed, much of what is said on the grapevine can be inaccurate and is usually based on rumor. As some employees have discovered, missteps on modern-day grapevines like blogs can lead to termination. For example, former Google employee Mark Jen was fired for criticizing his employer through his blog, and a Delta Airlines flight attendant was fired for posting suggestive pictures of herself in uniform on her blog.

Grapevines also give rise to gossip chains, communication networks in which one individual creates and spreads untrue or inaccurate information to others through the organization.15 Each person who hears the gossip has the choice to keep it confidential or to pass it on. For example, one employee might spread gossip to others to discredit an unpopular supervisor. In contrast, a cluster chain consists of a group of people who broadcast information only within their group.16 In both gossip chains and cluster chains, the information moves very quickly and can be damaging to an organization regardless of management’s confirming or denying the rumors. Successful organizations actively control rumors and gossip through effective, honest, and consistent communication.17

A cluster chain consists of a group of people who broadcast information only within their group. In both gossip chains and cluster chains, the information moves very quickly and can be damaging to an organization regardless of management’s confirming or denying the rumors. Successful organizations actively control rumors and gossip through effective, honest, and consistent communication.

Cross-Cultural Communication

The success of global organizations depends on the quality of cross-cultural communication

LO 10.5 Discuss the elements of effective cross-cultural communication

The success of global organizations depends on the quality of cross-cultural communication, and without the necessary preparation, it can be a minefield. Cultural misunderstandings are all too common. To avoid these costly blunders, many organizations encourage their employees to learn a second language and carry out extensive research to increase their understanding of other cultures.

Cross-Cultural Communication

Low-context versus high-context cultures

Low-context cultures: Spoken or written word

High-context cultures: Nonverbal cues

Social context: Communication also depends on social setting

Low-context cultures depend more on explicit messages conveyed through the spoken or written word. Most English-speaking and Germanic countries have a fast, direct, logical, efficient, “what you say is what you mean” communication style. In business environments in these countries, there is less emphasis on interpersonal relationships and more on the individual. In contrast, in high-context cultures, most messages are conveyed through body language, nonverbal cues, and the circumstances in which the communication is taking place. According to Hall, many Middle Eastern and Asian cultures fall into this category. The Japanese, for example, have an indirect, intuitive, unemotional, contemplative, and passive style when it comes to negotiation. In short, what you say is not necessarily what you mean. High-context cultures value silence as a way of absorbing information and getting a sense of the people they are communicating with.

Communication also depends on the social setting. We tend to use different vocabulary depending on the situation or the person we are talking to, and our response to these social contexts differs by culture. The way people from different cultures use language can provide a richer understanding of their society.

Cross-Cultural Communication

Other Complicating Factors

Slang and idioms

Euphemisms

Proverbs

Verbal dueling

Humor

Slang and idioms: Slang is informal language applied in a particular context or group.

Euphemisms: Most languages include euphemisms, vague, and general words used in place of those considered to be too blunt or harsh.

Proverbs or wise sayings: These are also common to many different cultures. Common proverbs used in a business environment include: “A fool and his money are soon parted,” “Too many cooks spoil the broth,” and “Better late than never.”

Verbal Dueling: Certain cultural subgroups engage in verbal dueling, a form of competitive communication in which the participants exchange insults until one “wins.”

Humor: Most cultures value humor, but what is perceived to be funny in one culture can easily fall flat in another because some jokes are inappropriate for the audience or get lost in translation.

Cross-Culture Communication

Overcoming difficulties in cross-cultural communication:

Do your homework

Never make assumptions

Be an active listener

Make an effort to be supportive

Avoid slang, jargon, and euphemisms