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9-1
Michael A. Hitt
C. Chet Miller
Adrienne Colella
Chapter 9 CommunicationCommunication
Slides by Ralph R. Braithwaite
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Communication CasualtiesCommunication Casualties
Hurricane Katrina
• What were some of the communication issues before, during, and after Hurricane Katrina?
• What recommendations would you make to avoid another communication disaster such as this?
• What types of communication problems have you encountered in your work or school environment?
Exploring Behavior in Action
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Strategic Importance of Strategic Importance of CommunicationCommunication
• Some private companies developed a carefully arranged crisis communication plan to deal with disasters such as Katrina.
• Should every type of organization – public and private – have some type of effective plan?
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Knowledge ObjectivesKnowledge Objectives1. Explain why communication is strategically important to
organizations.
2. Describe the communication process.
3. Discuss important aspects of communication within organizations, including networks and the direction of communication flow.
4. Define interpersonal communication and discuss the roles of formal versus informal communication, communication media, communication technology, and nonverbal communication in the interpersonal communication process.
5. Describe organizational and individual barriers to effective communication.
6. Understand how organizations and individuals can overcome communication barriers.
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What is Communication?What is Communication?
The sharing of information between two or more people to achieve a common understanding about an object or situation. Success occurs when the person receiving the message understands it in the way the sender intended.
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Communication ProcessCommunication Process
Communication Medium
Encoded Message
Received Message
Decoded Message
Adapted from Exhibit 9-1: Sent Message
Sen
der
Receiver
Received Feedback
Sent Message
Feedback
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Organizational CommunicationOrganizational Communication• Patterns of communication at the
organizational level – formal and informal
• Purpose to facilitate achievement of organizational goals
• Involves the use of communication networks, policies, and structures
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CommunicationCommunication
One-way Communication – communication that does not include feedback
Two-way Communication – communication that includes feedback and an exchange of information between two or more parties
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Communication NetworksCommunication Networks
Adapted from Exhibit 9-2: Communication Networks
Y Network
Wheel NetworkCircle Network Decentralized
Networks
Centralized Networks
All Connected Network
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Direction of Direction of Organizational CommunicationOrganizational Communication
Downward
UpwardHorizontal
Peers
Manager
Customers
Direct Reports
360° Feedback
9-12ExperiencingStrategic OB
Communication at J. Crew: Communication at J. Crew: Mickey DrexlerMickey Drexler
Mickey Drexler
• What would be your reaction to an e-mail or phone call from the CEO of a company you contacted about a service issue?
• If you worked for a company like J. Crew, how would you respond to some of Drexler’s behavior?
• Should more senior level managers show their passion about their businesses?
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Interpersonal CommunicationInterpersonal CommunicationDirect verbal or nonverbal interaction between two or more active participants
Formal InformalInformal
Rumors Gossip
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Communication MediaCommunication MediaRichness depends on:
• The availability of feedback
• The use of multiple cues
• The use of effective language
• The extent to which the communication has a personal focus
Face-to-face is the richest
medium
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Communication MediaCommunication Media
Least Rich Least Rich
RichestRichest
Face-to-face
Formal numerical text
Formal written text
Personal written text
Electronic messaging
Telephone
EquivocalEquivocalMessagesMessages
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Communication TechnologyCommunication Technology
E-mailCell Phones Internet
Instant Messaging
Social Networking
BLOBLOGG
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Communicating with CustomersCommunicating with Customers•What are your thoughts about the
JetBlue letter in Exhibit 9-3?
•Should they have anticipated potential problems?
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ManagerialAdvice
Surfing for ApplicantsSurfing for Applicants•What was your reaction to the
relatively high percentage of negative information about applicants?
•What was your reaction to the positive information statistics?
•What concerns would you have as a hiring manager in terms of using the web to find applicants?
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Nonverbal CommunicationNonverbal CommunicationCommunication that takes place without using language, such as facial expressions or body language
Body Language Paralanguage Gestures
Attitude
Lying?
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Barriers to Effective Barriers to Effective CommunicationCommunication
Organizational
Individual
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Organizational BarriersOrganizational Barriers
InformationOverload
InformationOverload NoiseNoise
Time PressuresTime Pressures NetworkBreakdowns
NetworkBreakdowns
InformationDistortion
InformationDistortion
Cross-CulturalBarriers
Cross-CulturalBarriers
Specialty AreaJargon
Specialty AreaJargon
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Cultural DifferencesCultural Differences
Adapted from Exhibit 9-4: Cultural Communication Differences
Eye Contact Time Orientation Answering Questions
Self-PresentationPostureIndicating “No”
9-23ExperiencingStrategic OB
Cultural Communication SnafusCultural Communication SnafusCommon problems include:
• Opening and closing conversations
• Taking turns during conversations
• The signaling of agreement
• Appropriate topics of conversation
• Use of humor
• Direct versus indirect communication
• Acknowledgement of authority and status
Thoughts?
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Individual BarriersIndividual Barriers
DifferingDifferingPerceptionsPerceptions
SemanticSemanticDifferencesDifferences
StatusStatusDifferencesDifferences
Consideration ofConsideration ofSelf-interestSelf-interest
PersonalPersonalSpaceSpace
Poor ListeningPoor ListeningSkillsSkills
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Communication AuditCommunication Audit
Recommended Audit Methodology
• Hold a planning meeting – approach and commitment
• Conduct interviews with top management
• Collect, inventory, and analyze material
• Conduct associate interviews
• Prepare and administer a questionnaire to measure attitudes toward communication
• Communicate survey results
Analysis of an organization’s internal and external communication to assess communication practices and capabilities and determine needs
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Communication ClimatesCommunication Climates
Associates’ perceptions regarding the quality of communications within the organization.
MutualTrust
Credibility
Feedback
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Individual ActionsIndividual Actions
• Know your audience
• Select an appropriate communication medium
• Encourage feedback
• Regulate information flow and timing
• Listen actively
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Steps to Effective ListeningSteps to Effective Listening
Adapted from Exhibit 9-5: Steps to Effective Listening
Stop talking
Pay attention
Listen empathetically
Hear before evaluating
Listen to the whole message
Send feedback
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The Strategic LensThe Strategic Lens
1. For what tasks in a manager’s job is effective communication critical? Explain.
2. Which contributes more to an organization’s performance – verbal communications or written communications? Justify your answer.
3. What are the strengths and weaknesses in your communication abilities? How can you best take advantage of your strengths and overcome your weaknesses to have a successful career?
4. What impact is rapidly developing communication technology likely to have on communication in organizations?
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QuestionsQuestions
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