Communication

1
Chapter 9

• Communication
• May 14th, 2001

2
Jack Welch and GE

• Work-out Program
• Build trust
• Empowerment
• Elimination of unnecessary work
• Break down boundaries within organizations
• Such an overhaul of organization requires strong
  communication

3
Communication

• Communication is the process by which a person,
  group, or organization (the sender) transmits
  some type of information (the message) to another
  person, group, or organization (the receiver)
  (p.268)
• Encoding
• Channel of communication
• Decoding
• Feedback
• Noise

4
Role of Communication in Organizations

• Achieve coordinated action
• Developing friendships
• Building trust and acceptance
• Relaying critical information in most efficient
  way

5
Discussion Question 1

• How has communication within organizations
  changed in light of recent advances in
  technology?
• From your perspective, are these having a
  positive or negative impact on organizational
  behaviour?

6
Verbal Communication The Written and Spoken Word

• Oral face-to-face, telephone, tape recordings
• Written memos, letters, e-mail
• Oral (ambiguous)? Written (unambiguous)
• New advances in communication mediums email,
  computer networks (LANs, WANs, Intranets,
  Extranets), voice messaging, wireless (cell
  phones, RIM devices, Palm Pilots)

7
Real HeadlinesSource Aaaha! Jokes
(www.jokes.glowport.com)

• Typhoon Rips Through Cemetery Hundreds Dead
• Man Struck by Lightning Faces Battery Charge
• New Study of Obesity Looks for Larger Test Group
• Astronaut Takes Blame for Gas in Spacecraft
• Kids Make Nutritious Snacks
• Chef Throws His Heart into Helping Feed Needy
• Arson Suspect is Held in Massachusetts Fire
• British Union Finds Dwarfs in Short Supply
• Ban On Soliciting Dead in Trotwood
• Hospitals are Sued by 7 Foot Doctors

8
Non-Verbal Communications

• Style of Dress
• Has emphasis on business dress changed?
• Time the Waiting Game
• Value of time Can one persons time be more
  valuable than that of subordinates?
• Use of Space
• The power struggle
• The job interview
• Body Language

9
Body Language

• 60-70 of conversations
• Four Major Areas
• Eye Contact and Brow Movement
• Facial Gestures
• Torso and Arm Behavior
• Leg Activity

10
The Finger and Thumb Gesture

• OK in North America
• Zero (the contract is worthless) in France
• Sexual proposition in Greece and Turkey
• The gesture is grossly insulting to Brazilians
• A bribe has been asked for in Japan

11
Individual Differences in Communication

• Personal Communication Style
• The Noble bottom line and to the point
• The Socratic full discussion
• The Reflective unwilling to offend
• The Magistrate mix of Noble and Socratic (clear
  but back up case)
• The Candidate warm and analytical
• The Senator Either Noble or Reflective,
  depending on situation

12
In Class Exercise

• Billie Jean has consistently underperformed in
  her sales projections when compared to her peers.
  As she approaches the end of her one year
  probation review period, her supervisor, Steve,
  knew he had no choice but to recommend her
  contract not be renegotiated.
• Each group will be asked to develop a response
  exemplifying one of the 6 personal communication
  styles.

13
Individual Differences in Communication

• Women vs. Men
• Cross Cultural Differences

14
Marketing TranslationsSource Aaaha! Jokes
(www.jokes.glowport.com)

• GMs Nova in South America translated to it wont
  go.
• Parker Pen sloggan, it wont leak in your pocket
  and embarrass you, translates in Mexico to mean
  it wont leak in your pocket and make you
  pregnant.
• Pepsi sloggan, Come alive with the Pepsi
  generation translated in Taiwan to mean Pepsi
  will bring your ancestors back from the dead.
• In Italy, a campaign for Schweppes Tonic Water
  translated the name into Schweppes Toilet Water

15
Discussion Question 2

• Identify ways in which cross-cultural
  communication barriers within organizations can
  be dismantled.

16
Dismantling Cross-Cultural Communication Barriers

• Observe but do not evaluate
• Do not jump to conclusions
• Assume that people are different from yourself
• Take the other persons perspective

17
Formal Communication Networks

• Decentralized
• Circle
• Comcon
• Centralized
• Y
• Wheel
• Chain

18
Informal Communication Networks

• The social network a key to business success
• Old Boys Networks
• Grapevine and Rumour Mill (inaccurate
  communications)
• McDonalds
• Pepsi
• Proctor and Gamble

19
Communication and Organizational Structure

• Downward Communication
• Instructions, directions, orders, performance
  feedback
• Accuracy may be comprised by length of chain
• Relaying news (bad and good)
• Upward Communication
• Suggestions for improvement, status reports, new
  ideas
• Occurs much less frequently
• MUM effect
• Horizontal Communication
• Amongst peers friendlier and easier
• Interorganizational Communication

20
Overcoming Communication Barriers

• Keep Language Simple (KISS principle)
• Be an active, attentive listener (HURIER Model)
• Hearing
• Understanding
• Remembering
• Responding
• Evaluating
• Interpreting
• Gauge flow of information (reduce
  distortion/omission through redundancy/verificatio
  n)
• Obtain Feedback (suggestion systems, corporate
  hotlines, employee surveys, brown bag sessions)