Communicatingin Teams and OrganizationsMcGraw-Hill/IrwinMcShane/Von Glinow OB 5eCopyright 2010 by The McGraw-Hill Companies, Inc. All rights reserved.

2010 The McGraw-Hill Companies, Inc. All rights reserved

Communication DefinedThe process by which information is transmitted and understood between two or more peopleEffective communicationTransmitting intended meaning (not just symbols)9-*

Importance of CommunicationCoordinating work activities Organizational learning and decision makingEmployee well-being9-*

ReceiverSenderFormmessageTransmitMessageTransmitFeedbackCommunication Process Model9-*

Improving Communication Coding/DecodingBoth parties have motivation and ability to communicate through the channelBoth parties carry the same codebookBoth parties share similar mental models of the communication contextSender is experienced at communicating the message topic9-*

How E-Mail has Altered CommunicationNow preferred medium for coordinating workTends to increase communication volume Significantly alters communication flowReduces some selective attention biases9-*

Problems with E-MailCommunicates emotions poorlyReduces politeness and respectInefficient for ambiguous, complex, novel situationsIncreases information overload9-*

Social Networking CommunicationSocial network communication clusters people around interests/expertiseSeveral types of social network communicationFacebook, MySpace, LinkedInOnline discussion forumsAvatar sites (e.g. Second Life)Instant messagingWikis9-*

Nonverbal CommunicationActions, facial gestures, etc.Influences meaning of verbal symbolsLess rule bound than verbal communicationImportant part of emotional laborMost is automatic and nonconscious9-*

Emotional ContagionThe automatic process of sharing another persons emotions by mimicking their facial expressions and other nonverbal behaviorServes three purposes:Provides continuous feedback to speakerIncreases emotional understanding of the other persons experienceCommunicates a collective sentiment -- sharing the experience9-*

Choosing the Best Communication Channel: Social AcceptanceHow well the communication channel is approved and supported by the organization, team, and individual:Communication channel normsIndividual communication channel preferencesSymbolic meaning of the communication channel9-*

Choosing the Best Communication Channel: Media RichnessThe channels data-carrying capacity needs to be aligned with the communication activityHigh richness when channel:conveys multiple cues allows timely feedback allows customized message permits complex symbolsUse rich communication media when the situation is nonroutine and ambiguous9-*

OversimplifiedZoneOverloadedZoneNonroutine/AmbiguousRichMediaRichnessSituationHierarchy of Media RichnessLeanRoutine/clear9-*

Factors that Override Media RichnessAbility to multi-communicate with lean channelsMore varied proficiency levelsSocial distractions of rich channels9-*

Persuasive CommunicationChanging another persons beliefs and attitudes.Spoken communication is more persuasive because:accompanied by nonverbal communication, adding emotional punch to the message.has high quality immediate feedback whether message is understood and accepted.has high social presence, so receiver is more sensitive to message content and more motivated to accept the message.9-*

Communication BarriersPerceptionsFilteringLanguageJargonAmbiguityInformation Overload

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Information Overload

Information LoadEpisodes of information overloadEmployees information processing capacityTime9-*

Managing Information OverloadSolution 1: Increase info processing capacityLearn to read fasterScan through documents more efficientlyRemove distractions Time management Temporarily work longer hoursSolution 2: Reduce information loadBufferingOmittingSummarizing9-*

Cross-Cultural CommunicationVerbal differencesLanguageVoice intonationSilence/conversational overlapsNonverbal differencesInterpreting nonverbal meaningImportance of verbal versus nonverbalMark M. Lawrence/Corbis9-*

MenWomenGender Communication Differences9-*

Getting Your Message AcrossEmpathizeRepeat the messageUse timing effectivelyBe descriptiveCourtesy of Microsoft.9-*

ActiveListening

Active Listening Process & StrategiesSensing Postpone evaluation Avoid interruptions Maintain interest

Evaluating Empathize Organize information

Responding Show interest Clarify the message

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Communicating in HierarchiesWorkspace designClustering people in teamsOpen office arrangementsWeb-based organizational communicationWikis -- collaborative document creationBlogs -- personal news/opinion for sharingE-zines -- rapid distribution of company newsDirect communication with managementManagement by walking around (MBWA)Town hall meetings9-*

Organizational GrapevineEarly research findingsTransmits information rapidly in all directionsFollows a cluster chain patternMore active in homogeneous groupsTransmits some degree of truthChanges due to internetEmail becoming the main grapevine mediumSocial networks are now globalPublic blogs and forums extends gossip to everyone9-*

Grapevine Benefits/LimitationsBenefitsFills in missing information from formal sourcesStrengthens corporate cultureRelieves anxietySignals that problems existLimitationsDistortions might escalate anxietyPerceived lack of concern for employees when company info is slower than grapevine9-*

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