14-1©2005 Prentice Hall 14 Communication in Organizations Chapter 14 Communication in Organizations

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Chapter 1414Communication Communication

in in OrganizationsOrganizations

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Chapter Objectives

Describe the four main functions of communication and differentiate between different kinds of communications networks

Discuss the steps in the communications process and the requirements for successful communication to take place

Differentiate between the main kinds of barriers to communicate and explain how they can reduce the effectiveness of communication

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Chapter Objectives

Identify the main kinds of communication media and explain how they vary along the dimension of information richness

Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others

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Opening Case: Combining Face-to-Face and Intranet Communication Pays Off

How did effective communication promote Alteon’s performance?

Communication system supported quick new product innovation

Intranet-based Informal, face-to-face sessions weekly

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What is Communication?

Sharing of information with other people

Reaching of a common understanding– Accuracy, not

agreement

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Figure 14.1 Functions of Communication

Functions

Providing knowledge

Controlling/coordinating

Motivating

Expressing feelings

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Motivating Organizational Members

Expectancy theory suggests that managers– Determine what outcome subordinates

seek– Link outcomes to good performance– Reassure employees of the potential for

good performance

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What is a Communication Network?

The set of pathways through which information

flows within a group or organization

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Figure 14.2 Group Communication Networks: Wheel

Leader

Member

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Figure 14.2 Group Communication Networks: Chain

Assembly-Line worker

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Figure 14.2 Group Communication Networks: Circle

Task Force Member

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Figure 14.2 Group Communication Networks: All-Channel

Top Management Team

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Figure 14.3 Simple Organizational Chart

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Figure 14.4 An Example of Actual Communication Patterns

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Informal Communication Networks

Advice network Trust network Communication network

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Figure 14.5 The Communication Process

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Media for Message Transmission

Verbal Communication Face-to-face oral Oral via telephone Written via memo,

letter, report, email, fax

Nonverbal Communication Facial expressions Body language Mode of dress

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Figure 14.6 Barriers to Effective Communication

Barriers

Filtering/ informationdistortion

Poor listeningDifferent

linguistic styles

Lack of appropriatefeedback

Rumors/ Grapevine

Workforce diversity

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Improving Listening

Give sender undivided attention Look sender in the eye Do not interrupt Focus on understanding what you are

hearing Ask questions Rephrase key points Avoid distracting sender

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Approaches to Diversity Training

Panel of minority members describe/ share personal experiences

Members of organization work with people who are different from themselves

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Linguistic Style

Tone of voice Volume Speed Use of pauses Directness Choice of words Use of questions

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Figure 14.7 Information Richness

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Trade-Offs in Choice of Media

InformationRichness

Amount ofTime

InformationRichness

Need for PaperTrail

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Intranets

Directories Manuals Product specifications Delivery schedules Minutes of meetings Current financial performance