Organizational Behavior Lecture 14 Dr. Amna Yousaf PhD (HRM) University of Twente, the Netherlands

Organizational BehaviorOrganizational Behavior

Lecture 14 Dr. Amna YousafPhD (HRM)

University of Twente, the Netherlands

Recap Lecture 13Recap Lecture 13

Identify main functions of communication Describe the communication process and distinguish

between formal and informal communication

CommunicationCommunication

Lecture 14

OutlineOutline

Contrast downward, upward and lateral communication and provide examples of each

Contrast oral, written and non verbal communication

Contrast formal communication networks and the grapevine

Analyze the advantages and challenges of electronic communication

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outlineoutline



The Communication Process ModelThe Communication Process Model

Communication Process

The steps between a source and a receiver that result in the transference and understanding of meaning.

There should be a messageE X H I B I T 11–1

E X H I B I T 11–1

Direction ofDirection ofCommunicationCommunication

Direction ofDirection ofCommunicationCommunication

UpwardUpwardUpwardUpward LateralLateralLateralLateralDownwardDownwardDownwardDownward

Downward CommunicationDownward Communication

Informs rules and policies to employees Can be oral, face to face, written Must explain why decision was made

– Normally one-way; two third of employees believe their opinion never seeked


Upward CommunicationUpward Communication

Flows at higher level Keeps informed about employees, co-workers,

jobs, department and organization Might be increasingly difficult

– For effectiveness try to reduce distractions– Meeting in conference office instead of boss’s

office– Communicate in headlines not paragraphs– Support headlines with actionable items – what

should be done; what agenda?


Lateral CommunicationLateral Communication

Among same group members at same level – counterparts such as clerical workers or managers

Why it is needed? – Vertical communication can impede quick

decision making Can sometimes be dysfunctional and sanctioned

by managers when it is felt that decisions have been taken by breaching organizational policies etc



Interpersonal CommunicationInterpersonal Communication

Oral Communication– Advantages: Speed and feedback.– Disadvantage: Distortion of the message when

passed through a number of people. The game “telephone”.

Written Communication– Advantages: Tangible, well thought, logical, clear

and verifiable.– Can not be distorted– People more carefully follow written message– Disadvantages: Time consuming, interpretation

by receiver not certain and lacks quick feedback as in oral message.

Interpersonal CommunicationInterpersonal Communication

Nonverbal Communication– In a verbal message, a non verbal message is also

communicated – a glance, a frown, a smile and general body movements, facial expressions, body movement.

– Advantages: Supports other communications and provides observable expression of emotions and feelings.

– Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message.

– Sometimes message in verbal and non verbal communication can be conflicting such as “ we can meet now but looking at your clock again and again”

• Standing close can give different meanings


Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication

Body MovementBody Movement

Facial ExpressionsFacial Expressions

Intonations Intonations


Physical Distance Physical Distance


Intonations: It’s the Way You Say It!Intonations: It’s the Way You Say It!

E X H I B I T 11–2E X H I B I T 11–2

Change your tone and you change your meaning:

Placement of the emphasis What it means

Why don’t I take you to dinner tonight? I was going to take someone else.

Why don’t I take you to dinner tonight? Instead of the guy you were going with.

Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you.

Why don’t I take you to dinner tonight? Do you have a problem with me?

Why don’t I take you to dinner tonight? Instead of going on your own.

Why don’t I take you to dinner tonight? Instead of lunch tomorrow.

Why don’t I take you to dinner tonight? Not tomorrow night.

Source: Based on M. Kiely, “When ‘No’ Means ‘Yes,’ ” Marketing, October 1993, pp. 7–9. Reproduced in A. Huczynski and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.

Formal small group networkFormal small group network

Rigidly follows formal chain of command Communication in rigid there level organization Wheel can be found in case of a team with strong

team leader. All channel in case of self managed teams



Three Common Formal Small-Group NetworksThree Common Formal Small-Group Networks

E X H I B I T 11–3E X H I B I T 11–3


Small-Group Networks and Effectiveness Criteria

Small-Group Networks and Effectiveness Criteria

E X H I B I T 11–4E X H I B I T 11–4

TYPES OF NETWORKS

Criteria Chain Wheel All Channel

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader Moderate High None

Member satisfaction Moderate Low High

Documents

Organizational Behavior Lecture 14 Dr. Amna Yousaf PhD (HRM) University of Twente, the Netherlands