Griffin chap18

Slide content created by Charlie Cook, The University of West Alabama Copyright © Houghton Mifflin Company. All rights reserved.

Chapter EighteenManaging

Interpersonal Relations and Communications

Copyright © Houghton Mifflin Company. All rights reserved. 18–2

Learning ObjectivesAfter studying this chapter, you should be able to:1. Describe the interpersonal nature of organizations.2. Describe the role and importance of communication

in the manager’s job.3. Identify the basic forms of communication in

organizations.4. Discuss informal communication, including its

various forms and types.5. Describe how the communication process can be

managed to recognize and overcome barriers.


The Interpersonal Nature of Organizations

• Interpersonal Dynamics– Positive

• When two parties know each other, have mutual respect and affection, and enjoy interacting with one another.

– Negative• When two parties dislike one

another, do not have mutual respect, and do not enjoy interacting with one another.


The Interpersonal Nature of Organizations (cont’d)

• Outcomes of Interpersonal Behaviors– Satisfaction of social needs– Social support– Source of organizational synergy– Source of conflict


Communication and the Manager’s Job

• Communication– The process of transmitting information

from one person to another. • Effective Communication

– The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.


The Communication Process• Steps in the Communication Process

1. Deciding to transmit a fact, idea, opinion, or other information to the receiver.

2. Encoding the meaning into a form appropriate to the situation.

3. Transmission through the appropriate channel or medium.

4. Decoding the message back into a form that has meaning to the receiver.

– “Noise” is anything disrupting the communication process.


Figure 18.1: The Communication Process


Forms of Communication in Organizations

• Interpersonal Communication (cont’d)– Advantages of oral communication

• Promotes prompt feedback and interchange in the form of verbal questions and responses.

• Is easy to use and can be done with little preparation.

– Disadvantages of oral communication• Suffers from problems with inaccuracy in

meaning and details.• Leaves no time for thought and consideration and no

permanent record of what was said.


Forms of Communication in Organizations (cont’d)

• Interpersonal Communication (cont’d)– Written communication

• Memos, letters, reports, notes, and other methods in which the written word is used to transmit meaning.

– Advantages of written communication• Is accurate and leaves a permanent record of the exchange.• Leaves for thought and consideration, can be referenced. • Is easy to use and can be done with little preparation.

– Disadvantages of written communication• Inhibits feedback and interchange due to burden of

the process of preparing a physical document.• Considerable delay can occur in clarifying message meanings.



• Communication in Networks and Work Teams– Communication network

• The pattern through which the members of a group or team communicate.

– Research suggests:• When the group’s task is simple and routine, centralized

networks perform with the greatest efficiency and accuracy.• When the group’s task is complex and nonroutine,

decentralized networks with open communications that foster interaction and exchange of relevant information tend to be most effective.


Figure 18.2: Types of Communication Networks



• Organizational Communication– Vertical communication

• Communication that flows up and down the organization, usually along formal reporting lines.

– Takes place between managers and subordinates and may involve several levels of the organization.

• Upward communication• Downward communication• Horizontal communication

– Formal communication in organizations• Follows the official reporting relationships and/or

prescribed channels.


Figure 18.3: Formal Communication in Organizations



• Electronic Communication– Formal Information Systems

• Accomplished (created) by either:– A managerial approach– An operational approach

• Electronic Communication– Personal Electronic Technology

• Corporate intranets, the Internet, teleconferences, e-mail• Telecommuting • Disadvantages: the lack of face-to-face contact, strong

personal relationships, falling behind professionally, and losing out in organizational politics.


Informal Communication in Organizations

• Informal Communications– May or may not follow official reporting

relationships and/or prescribed organizational channels

– May have nothing to do with official organizational business.

– Common forms:• Management by wandering around• The grapevine• Nonverbal communication


Figure 18.4: Informal Communication in Organizations


Figure 18.5: Common Grapevine Chains Found in Organizations


Informal Communication in Organizations (cont’d)

• Management by Wandering Around– Managers keep in touch with what’s going

on by wandering around and talking to people on all levels in the organization

• Grapevine– An informal communication network that

can permeate an organization.


Informal Communication in Organizations (cont’d)

• Nonverbal Communication– Any communication exchange that does not use

words, or uses words to carry more meaning than the strict definition of the words themselves.

• Facial expression• Inflection and tone of the voice.

– Only a small portion of the message content is due to the words in the message.

– Kinds of nonverbal managerial communication:• Images• Settings• Body language


Table 18.1: Barriers to Effective Communication


Table 18.2: Overcoming Barriers to Communication


Improving Communication Effectiveness

• Individual Skills– Being a good listener– Providing feedback (two-way communications)– Awareness word meaning differences– Maintain credibility– Sensitive to the receiver’s perspective– Sensitive to the sender’s perspective

• Organizational Skills– Following up– Regulating information flow– Understanding the richness of different media


Figure 18.6: More and Less Effective Listening Skills


Key Terms• effective communication• communication• oral communication• written communication• communication network• vertical communication• horizontal communication• grapevine• management by

wandering around• nonverbal communication

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Griffin chap18