Communication

1
Communication

• Chapter 10
• November 8, 2007

2
Announcements

• Short reports due on Tuesday
• Cases will be returned on Tuesday
• Semester schedule update

3
Functions of Communication

• Control
• Motivation
• Emotional expression
• Information

4
The Communication Process
5
Direction of Communication

• Downward flows from one level to a lower level
• Upward flows to a higher level
• Lateral between people at the same level

6
Interpersonal Communication

• Oral
• Written
• Non-verbal

7
Oral Communication

• Advantages
• Speed
• Feedback
• Disadvantages
• Potential for distorted message when passed
  through a number of people
• Content at destination may be different from the
  original

8
Written Communication

• Advantages
• Provide a tangible and verifiable record
• Record can be stored for an indefinite period of
  time
• Physically available for later reference
• More likely to be well thought-out, logical, and
  clear

• Disadvantages
• Time consuming
• Lack of feedback
• No guarantee how reader will interpret it

9
Non-verbal Communication

• Two most important messages that body language
  conveys are
• the extent to which an individual likes another
  and is interested in his or her views
• the relative perceived status between a sender
  and receiver
• Meaning of words changes with intonation, facial
  expression and physical distance

10
Formal Small-Group Networks
11
Small-Group Networks and Effectiveness Criteria
12
The Grapevine

• Not controlled by management
• Perceived as being more believable and reliable
• Largely used to serve self-interest
• Rumors emerge as a response to situations that
  are important to us, where there is ambiguity and
  under conditions that arouse anxiety

13
Computer-aided Communication

• E-mail
• Instant messaging
• Intranet and Extranet links
• Video-conferencing

14
E-Mail

• Can be quickly written, edited and stored
• Can be easily distributed to many
• Can be read at the convenience of the recipient
• Cost is lower than printed form
• Can be impersonal
• Lacks emotional cues

15
Instant Messaging

• Is essentially real-time e-mail
• Fast and inexpensive means for employees to stay
  in touch with each other
• Preferred for one or two line messages
• Not as good as e-mail for long messages that need
  to be saved
• Some find it intrusive and distracting

16
Intranet and Extranet Links

• Intranets give access only to employees and are
  used to communicate internal messages
• Extranets links employees with selected
  suppliers, customers and strategic partners to
  facilitate communication

17
Videoconferencing

• Permits employees to conduct interactive meetings
  without being physically in the same room
• Becoming more accessible to desktops with new
  technology

18
Knowledge Management

• Process of organizing and distributing an
  organizations collective wisdom so the right
  information gets to the right people at the right
  time

19
Importance of Knowledge Management

• Intellectual assets are now as important as
  physical or financial assets
• An increasing awareness that retiring workers
  represent a wealth of knowledge that will be lost
  if there are no attempts to capture it
• Well-designed KM system will reduce redundancy
  and make the organization more efficient

20
Barriers to Effective Communication

• Filtering
• Selective Perception
• Information Overload
• Emotions
• Language
• Communication Apprehension

21
Current Issues in Communication

• Communication barriers between women and men
• Politically Correct communication
• Cross-cultural communication

22
Communication barriers between Women and Men

• Men speak and hear a language of status, power
  and independence
• For many men, conversations are a means to
  preserve independence and maintain status
• Women speak and hear a language of connection and
  intimacy
• For many women, conversations are negotiations
  for closeness in which people try to seek and
  give confirmation and support

23
Politically Correct Communication

• In an increasingly diverse workforce, we must be
  sensitive to how words might offend others
• But eliminating words reduces options for
  conveying messages in the cleanest and most
  accurate form

24
Cultural Barriers

• Semantics words mean different things to
  different people
• Word connotations words imply different things
  in different languages
• Tone differences in some cultures tone changes
  depending on context
• Differences among perceptions different world
  views

25
Cultural Context

• High-context cultures Rely heavily on nonverbal
  and subtle situational cues when communicating
  with others

• Low-context cultures Rely essentially on words
  to convey meaning

26
A Cultural Guide

• Assume differences until similarity is proved
• Emphasize description rather than interpretation
  or evaluation
• Practice empathy
• Treat your interpretation as a working hypothesis

27
Implications for Managers

• Greater certainty leads to greater satisfaction
• Use multiple channels
• Be consistent with verbal and non-verbal
• Effective communication improves productivity and
  motivation
• Convey honest and accurate information during
  hiring process to reduce turnover