Communicating at Work:Organizational Communication

Chapter 8

Organizational Communication Organizational Communication

“The ways in which groups of people both maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals” (p. 189)

Communication within organizations. Communication across organizations.

Communication Networks Communication Networks

“Patterns of relationships through which information flows in an organization” (p. 190)

Communication Networks Formal Communication

“messages that follow prescribed channels of communication throughout the organization” (p. 190)

Organizational Charts “provide clear guidelines as to who is responsible

for a given task and which employees are responsible for others’ performance” (p. 190)

Organizational Communication Organizational Chart: Formal Communication

PRESIDENT

SALES MANAGER

PRODUCTION MANAGER

REGIONAL MANAGER 1

REGIONAL MANAGER 2

SALES GROUP 1

SALES GROUP 2

TEAM LEADER

PRODUCTION GROUP 1

PRODUCTION GROUP 2

Communication Network Downward Communication

Messages that flow from superiors to subordinates. High status to low status. Job instructions, expectations, motivational items

Upward Communication “messages that flow from subordinates to

superiors” (p. 190) Low power to high power. Reports, job questions, updates

Communication Network

Downward

Upward

PRESIDENT

SALES MANAGER

REGIONAL MANAGER 1

REGIONAL MANAGER 2

SALES GROUP 1

SALES GROUP 2

Communication Network Horizontal Communication

Messages between people with equal status/power. (p. 191)

PRESIDENT

SALES MANAGER

REGIONAL MANAGER 1

REGIONAL MANAGER 2

SALES GROUP 1

SALES GROUP 2

Communication Network Informal Communication

“Any interaction that does not generally follow the formal structure of the organization” (p. 191).

Competent Workplace Comm. Immediacy

Verbal and nonverbal communication used to influence perceptions of closeness. Touching Smiling (being friendly) Being accessible

Influences subordinates to work harder. Communicates trustworthiness. Seem more “socially” attractive.

Competent Workplace Comm. Supportive Communication

“Listening with empathy, acknowledging the feelings of others, and engaging in dialogue to help others maintain a sense of personal control.” (p. 207)

http://www.youtube.com/watch?v=VbEkKa-W55s

Conflict Management Conflict

Where two people perceive to have incompatible goals with each other. We disagree on something. There is a need to reach a resolution.

Conflict Management

Concern

Concern For Other

For Self

Avoiders

Competitors

Compromisers

Collaborators

Accommodators

Conflict Management Avoidance – Deny existence of a conflict.

Competition – Conflict is a “battle.” Put own interests over others.

Accommodation – Set aside own views and accept those of others.

Compromise – Willing to let go of some of your position as long as the other side will do the same.

Collaboration – “Thoughtful negotiation and reasoned compromise whereby both parties agree that the outcome is the best possible solution” (p. 209).

http://you.video.sina.com.cn/b/8741263-1449344870.html (2:10)

Group Activity Look at the organizational chart at the top of

page 191. How could you make this organization more

efficient? Consider Upward, downward, and horizontal communication

Draw this new organizational structure. Present your ideas to the class. EVERYONE in

the group must participate at least some.