Wk 12-13. Interpersonal Communication.class

8/2/2019 Wk 12-13. Interpersonal Communication.class

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ORGANIZATIONALCOMMUNICATION

INTERPERSONALCOMMUNICATION


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REFRESH. . . .refresh

Organization structure determines who workstogether

It is the way managers design their firms to achieve

their organizations mission and goals Organizational communication flows through

its structure, which affects:

behavior

human relations

performance


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Informal Organization Structure

President

Vice PresidentProduction

Vice PresidentFinance

Vice PresidentMarketing

ManagerA

ManagerB

ManagerC

ManagerD

ManagerE

ManagerF

ManagerG

ManagerH

Horizontal

communication

networks

Exhibit 6.2


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Communication Networks

Communication networks

sets ofemployees who have stable contact throughwhich information is generated and

transmitted Two major types of communication

networks:

1. within organizations 2. within departments and small groups


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Vertical and Horizontal Communication

Vertical Communication The flow of information

both up and down the

chain of command

Formal communication

Recognized as official

Status andpowerare not

equal among participantsin vertical communication

HorizontalCommunication

The flow of

information betweencolleaguesand peers

Informalcommunication

Does not follow thechain of command

Not recognized as

official


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Organizational Communication

Organizational communication thecompounded interpersonal communicationprocess across an organization

Communication flows in an organization are:Vertical

Horizontal

Grapevine (multidirectional)


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Interpersonal Communication

Interpersonal communication deals

with relationships between people,

usually in face-to-face privatesettings.

Interpersonal communication is the

primary way relationships are

created, maintained, and changed.


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Grapevine Communication

Grapevine the informal vehicle through

which messages flow throughout the

organization

When the grapevine allows employees to

know about a management decision almost

before it is made, management must be doing

something right.


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Contradictions in Relationships

Connection v. AutonomyOpenness v. Privacy

Predictability v. Novelty


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Communication Climate: Overall feeling or psychological

tone that exists when people are interacting.

Confirming v. Disconfirming

Recognition

Acknowledgement

Endorsement


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Criticism

Getting Criticism Giving Criticism


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Guidelines for Giving Effective

Criticism

Give more praise than criticism

Criticize immediately

Criticism should be performance oriented Give specific and accurate criticism

Open on a positive note and close by repeating

what action is needed


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Message Transmission Channels

Oral Communication

Written Communication

NonverbalCommunication


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Nonverbal Communication

FacialExpressions

VocalQualities

Gestures Posture


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Oral Communication Media

Face-to-Face Telephone

Meetings Presentations


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Written Communication

With increased use of e-mail, managers substituteface-to-face communication with e-mail

Communication Objective Guidelines

MemosLetters

Reports

Bulletin board notices

Posters

Computers/e-mail

Fax


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Emotions (1 of 2)

Emotional labor

requiresthe expression of desired

emotions during

interpersonal relations

Universal emotions:

happiness

surprise

fear sadness

anger

disgust


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Emotions (2 of 2)

Understanding Feelings

Feelings are subjectivethey tell you peoples

attitudes and needs

Feelings are usually disguised as factual statements

Feelings are neither right nor wrong but behavior is

Gender Differences

Global Differences


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Dealing with Emotional Employees

Calming the emotional person

Use reflecting responses

Documents

Wk 12-13. Interpersonal Communication.class