Chapter

15 Organizational Communication in the Internet Age

Organizational Communication in the Internet Age

Basic Dimensions of the Basic Dimensions of the

Communication ProcessCommunication Process Interpersonal Interpersonal

CommunicationCommunication Organizational CommunicationOrganizational Communication Communication in the Computerized Communication in the Computerized

Information AgeInformation Age

Communication

Exchange of informationTransmission of informationUnderstanding of information

A Perceptual Model of Communication

Encodes Ideas or Thought

s

Creates Message

Creates Meaning

Decodes Message

Encodes Ideas or Thought

s

Creates Message

Creates Meaning

Decodes Message

Sender Receiver

Transmitted on medium

Transmitted on medium

Noise

15-2Figure 15-1

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Process Barriers to Effective Communication

1) Sender barrier2) Encoding barrier3) Message barrier4) Medium barrier5) Decoding barrier6) Receiving barrier7) Feedback barrier

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Personal Barriers to Effective Communication

1) Ability to effectively communicate

2) Way people process and interpret information

3) Level of interpersonal trust between people

4) Stereotypes and prejudice

5) Egos

6) Poor listening skills

7) Neutral tendency to evaluate or judge a sender’s message

8) Inability to listen with understanding

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Other Barriers to Effective Communication

Physical barriers the distance between employees can interfere with effective communication

Semantic barriers encoding and decoding errors—involve transmitting and receiving words and symbols—fueled by the use of jargon and unnecessary words

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Communication Styles

Direct and unambiguous language No attributions or evaluations of other’s behavior Use of “I” statements and cooperative “we” statements

Good eye contact Comfortable, but firm posture Strong, steady, and audible voice Facial expressions matched to message Appropriately serious tone Selective interruptions to ensure understanding

Pushing hard without attacking; permits others to influence outcome: expressive and self-enhancing without intruding on others

Assertive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

15-7Table 15-1

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Communication Styles

Swear words and abusive language Attributions and evaluations of others’ behavior Sexist or racist terms Explicit threats or put-downs

Glaring eye contact Moving or leaning too close Threatening gestures Loud voice Frequent interruptions

Taking advantage of others; expressive and self-enhancing at others’ expense

Aggressive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

15-8Table 15-1 cont.

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Communication Styles

Qualifiers Fillers Negaters

Little eye contact Downward glances Slumped posture Constantly shifting weight Wringing hands Weak or whiny voice

Encouraging others to take advantage of us; inhibited; self-denying

Nonassertive

Verbal Behavior Pattern

Nonverbal Behavior Pattern

DescriptionCommunication Style

15-9Table 15-1 cont.

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Nonverbal Communication

Nonverbal Communication messages sent outside of written or spoken word Experts estimate

65 to 90% of every conversation nonverbal

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Tips on Improving Nonverbal Communication Skills

Maintaining eye contact Occasionally nodding the head in

agreement Smiling and showing animation Leaning toward the speaker Speaking at a moderate rate, in a

quiet, assuring tone

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Nonverbal Actions to Avoid

Looking away or turning away from the speaker

Closing your eyes Using an unpleasant voice tone Speaking too quickly or too

slowly Yawning excessively

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Active ListeningReceiving all messages and paying attention to them

Understanding and remembering the message

Responding by showing interest and rephrasing

Gender Differences in Communication

1) Men less likely to ask for information or directions

2) In decision making, women are more likely to downplay their certainty; men are more likely to downplay their doubts

3) Women apologize even when they have done nothing wrong. Men avoid apologies as signs of weakness or concession

4) Women accept blame as a way of smoothing awkward situations. Men ignore blame and place it elsewhere

5) Women temper criticism with positive buffers. Men give criticism directly

15-15Table 15-3

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Gender Differences in Communication

6) Women insert unnecessary and unwarranted “thank-you’s” in conversations. Men avoid thanks altogether

7) Women ask “What do you think?” to build consensus. Men perceive that question as a sign of incompetence and lack of confidence

8) Women give directions in indirect ways9) Men usurp (take) ideas stated by women and

claim them as their own. Women allow this process to take place without protest

10) Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control

15-16Table 15-3 cont.

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Choosing the proper media

Information richness – potential information-carrying capacity of the medium Determined by

Feedback – immediate to slow Channel – combined visual/audio to limited visual Type – personal or impersonal Language source – body, natural, numeric

Media differ by Information richness Demands on sender’s and receiver’s time Paper trail

Hierarchical Communication

Hierarchical Communication exchange of information between managers and employees

Managers provide five types of information through downward communication

Job instructions Job rationale Organizational procedures and

practices Feedback about performance Indoctrination of goals

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Hierarchical Communication Cont.

Employees in turn communicate information about

Themselves Co-workers Problems Organizational practices and policies What needs to be done and how to

do it

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Key Terms Associated with Information Technology

InternetInternet a global network of computer networks

IntranetIntranet an organization’s private internet that uses firewalls to block outside internet users from accessing confidential information

Extranet Extranet an extended intranet that connects internal employees with customers, suppliers, and other strategic partners

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E-Mail

Electronic Mail (E-Mail)Electronic Mail (E-Mail) uses the internet/intranet to send computer-generated text and documents

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Benefits of Email

1) Reduces the cost of distributing information to a large number of employees

2) Increases teamwork3) Reduces the cost and

time associated with print duplication and paper distribution

4) Fosters flexibility

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More Key Terms Associated with Information Technology

Video ConferencingVideo Conferencing uses video and audio links to connect people at different locations

Collaborative Collaborative ComputingComputing uses computer software and hardware to link people across a room or across the globe

TelecommutingTelecommuting involves receiving and sending work from home to the office by using the phone and a computer link

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