OB - Communication and Networking

Krietner/Kinicki, 2009

BUSA 220

Wallace – Spring 2012

Ch 14 Communication


What’s Your Experience?

• What are the goals of work-related communication?

• How do you know effective communication took place?

• What indications does the communication sender have that the message is not understood?

Krietner/Kinicki, 2009Krietner/Kinicki, 2009

Simple Model


Aristotle’s Model

Source: http://www.shkaminski.com

http://www.shkaminski.com/Classes/Handouts/Communication%20Models.htm


Laswell’s Model

Croft, 2004


Shannon-Weaver Model

Source: http://www.shkaminski.com

http://www.shkaminski.com/Classes/Handouts/Communication%20Models.htm


Berlo’s Model


Barriers


Personal Barriers1. Variable skills in

communicating effectively2. Variations in how information

is processed and interpreted3. Variations in personal trust4. Stereotypes and prejudices5. Big egos6. Poor listening skills7. Natural tendency to evaluate

other’s messages8. Inability to listen with

understanding9. Nonverbal communication


Other Barriers• Physical barriers the

distance between employees can interfere with effective communication

• Semantic barriers encoding and decoding errors—involve transmitting and receiving words and symbols—fueled by the use of jargon and unnecessary words


What Do You Think?A computer sales person relies on technical jargon to explain aspects of a computer system to his non-technical customer. Which type of barrier exists?

a. Semantic barrier

b. Physical barrier

c. Medium barrier

d. Feedback barrier


Assertive Style

Direct and unambiguous language No attributions

or evaluations of other’s behavior

Use of “I” statements and cooperative

“we” statements

Good eye contact Comfortable, but firm posture Strong, steady, and

audible voice Facial expressions matched to message Appropriately serious tone Selective

interruptions to ensure

understanding

Pushing hard without attacking; permits others to influence outcome: expressive and self-enhancing without intruding on others

Verbal Behavior Pattern

Nonverbal Behavior Pattern

Description


Aggressive Style

Swear words and abusive language

Attributions and evaluations of others’ behavior

Sexist or racist terms

Explicit threats or put-downs

Glaring eye contact Moving or leaning

too close Threatening

gestures Loud voice Frequent

interruptions

Taking advantage of others; expressive and self-enhancing at others’ expense



Description


Nonassertive Style

Qualifiers Fillers Negaters

Little eye contact Downward glances Slumped posture Constantly shifting

weight Wringing hands Weak or whiny

voice

Encouraging others to take advantage of us; inhibited; self-denying



Description


Nonverbal Communication

• Nonverbal Communication messages sent outside of written or spoken word– Experts estimate 65

to 90% of every conversation is nonverbal

• What are examples of nonverbal communication?


What Do You Think?

During a job interview, Charlie, the interviewer stared intently at the candidate while he talked, constantly nodded his head to show understanding, and leaned over the table towards the candidate. Charlie’s nonverbal communication is:

a. Effective, he did all the right things

b. Over the top, he would make me uncomfortable

c. Pretty good, he just shouldn’t have leaned over the table


Active Listening

Five Dominant Styles• Appreciative• Empathetic• Comprehensive• Discerning• Evaluative


Effective Listening Keys• Capitalize on thought speed• Listen for ideas• Find an area of interest• Judge content, not delivery• Hold your fire• Work at listening• Resist distractions• Hear what is said• Challenge yourself• Use handouts, overheads,

or other visual aids


Gender Differences

1. Men are less likely to ask for information or directions

2. In decision making, women are more likely to downplay their certainty; men are more likely to downplay their doubts

3. Women apologize even when they have done nothing wrong. Men avoid apologies as signs of weakness or concession

4. Women accept blame as a way of smoothing awkward situations. Men ignore blame and place it elsewhere

5. Women temper criticism with positive buffers. Men give criticism directly


Gender Differences6. Women insert unnecessary and unwarranted

“thank-you’s” in conversations. Men avoid thanks altogether

7. Women ask “What do you think?” to build consensus. Men perceive that question as a sign of incompetence and lack of confidence

8. Women give directions in indirect ways

9. Men usurp (take) ideas stated by women and claim them as their own. Women allow this process to take place without protest

10. Women use softer voice volume to encourage persuasion and approval. Men use louder voice volume to attract attention and maintain control


Formal Channels

• Follow the chain of command or organizational structure

• Vertical – up and down the organization• Horizontal - communicating within

and between work units• External – communicating with others

outside the organization• What are examples of vertical,

horizontal and external communication?


Informal Channels

• Grapevine - unofficial communication system of informal organization and encompasses all types of communication media– Moles– Liaisons

• Management by Walking Around– Managers literally walk around an talk to

people across lines of authority– How would this work in a virtual working

environment?


What Do You Think

True (A) or False (B)?

1. The Grapevine is only 30% accurate

2. The grapevine moves a lot faster than formal communication channels.

3. Organizational moles use the grapevine to their personal advantage.

4. Managers should try to control or stop the grapevine because of it’s negative impact on the organization.


Contingency Model

Low

Lean

Ric

hn

ess

of

Co

mm

un

icat

ion

Med

ium

Rich

Complexity of Problem/Situation High

Zone of effe

ctive communicatio

n

Overload zone

Oversimplification zone

Impersonal static media

Personal static media

Interactive media

Face-to-face


Grapevine Patterns

Y

D

C

B

A

Single strand—each tells one other

AJB

D H I

K

F

GE

C

Gossip—one tells all

A

F B D

J

H

CE

K

G I

X

Probability—each randomly tells others

A

C

D

F

J

IB

Cluster—some tell selected others; most typical


Internet Privacy/Security

• Pick Strong Passwords• Use Different

Passwords• Don’t Reveal

Sensitive Information• Don’t Share

Files• Update Security


Generation Norms

FreedomCustomization

ScrutinyIntegrity

CollaborationEntertainment

SpeedInnovation


Telecommuting

Problems Benefits

Reduced capital costs

Productivity gains

Employer attractiveness

Green

Takes self-discipline

Career implications

Isolation

Work-life balance


Managing Email• Don’t assume e-mail is

confidential• Be professional and

courteous• Avoid sloppiness• Don’t use e-mail for

volatile or complex issues• Keep messages brief and

clear• Save people time• Be careful with

attachments


Cell Phone Etiquette

Thou Shalt Not

Subject others to

cell phone

conversations

Set ringer to annoying

tones

Forget to turn cell phone

off during public shows

Dial while

driving

Speak louder on cell phone


References

Berelson, B., & Steiner, G. (1964). Human behavior: An inventory of scientific findings. New York: Harcourt, Brace, and World.

Berlo, D. (1960). The process of communication: An introduction to theory and practice. New York: Holt, Rinehart and Winston.

Croft, R.S. (2004). Communication Theory

Dale, E. (1969). Audiovisual methods in teaching (3rd ed.). New York: Holt, Rinehart, and Winston.

Kaminski, S.H. (2008). http://www.shkaminski.com/Classes/BJU_MBA_665/

Laswell, H. (1948). The structure and function of communication in society. In L. Bryson (Ed.), The communication of ideas. New York: Harper.

Ruben, B. D. (1984). Communication and human behavior. Hew York: Macmillan Publishing Co.

Schramm, W. (1954). How communication works. In W. Schramm (Ed.), The process and effects of mass communication. Urbana, IL: University of Illinois Press.

Shannon, C. & Weaver, W. (1949). The mathematical theory of communication. . Urbana, IL: University of Illinois Press.

Theodorson, S. & Theodorson, A. (1969). A modern dictionary of sociology. New York: Cassell Education Limited.

http://www.shkaminski.com/Classes/BJU_MBA_665/