Essentials of Organizational Behavior
Fourteenth Edition
Chapter 11
Communication
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After studying this chapter you should be
able to:
1. Describe the functions and processes of communication.
2. Contrast downward, upward, and lateral communication
through small-group networks and the grapevine
3. Contrast oral, written, and nonverbal communication.
4. Describe how channel richness underlies the choice of
communication channel.
5. Differentiate between automatic and controlled
processing of persuasive messages.
6. Identify common barriers to effective communication.
7. Discuss how to overcome the potential problems of crosscultural communication.
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Functions of Communication
• Managing behavior
• Feedback
• Emotional sharing
• Persuasion
• Information exchange
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The Communication Process
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Channels of Communication
Formal
Informal
• Path follows the
authority chain
• Spontaneous
channels from
individual choice
• Messages relate to
professional activities
• Messages often
personal or social
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Direction of Communication
Executive
Upward
Lateral
Manager
Downward
Manager
Manager
Employee
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Downward Communication
• Communication that flows from one level to a
lower level
– One-way communication
• Managers explain why a decision was made but
do not solicit advice or opinions of employees
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Upward Communication
• Communication that flows to a higher level
• Keeps managers aware of how employees feel
about their jobs, coworkers, and the organization
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Lateral Communication
• Communication that occurs between members of
a work group, members at the same level in
separate work groups, or any other horizontally
equivalent workers
– Saves time and facilitates coordination
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Formal Small-Group Networks
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Effectiveness Criteria
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The Grapevine
• Informal communication network
– Word-of-mouth
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Modes of Communication
• Three modes of communication
1. Oral
2. Written
3. Nonverbal
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Oral Communication
• Advantages
– Speed
– Feedback
– Simple to correct
• Disadvantages
– Potential for distorted message when passed through a
number of people
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Written Communication
• Any method that conveys written words or
symbols
–
–
–
–
Letters
E-mail
Instant messaging
Organizational periodicals
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Nonverbal Communication
• Body language conveys
– The extent of affinity for another
– The relative perceived status between a sender and
receiver
• Meaning changes with
– Intonation
– Facial expression
– Physical distance
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Channel Richness
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Choosing Communication Method
• Channel choice depends on whether the message
is routine
– Oral communication
– Written communication
– Nonverbal communication
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Choosing Oral Communication
• Use of oral communication when gauging the
receiver’s receptivity is important
– But consider:
▪ The receiver’s preference
▪ Pace of work environment
▪ Your speaking ability
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Choosing Written Communication
• Written communication:
– Provides a tangible and verifiable record that can be
stored for an indefinite period of time
– Message is physically available for later reference
– Messages are more likely to be well thought-out,
logical, and clear
– Grammar mistakes can be problematic
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Persuasive Communication
• Automatic processing: superficial consideration
of evidence and information making use of
heuristics
– Takes little time and minimal effort
– Easy to be fooled
• Controlled processing: detailed consideration of
evidence and information relying on facts, figures,
and logic
– Requires effort and energy
– Less likely to be fooled
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Automatic versus Controlled Processing
• The choice of processing depends on:
–
–
–
–
Interest level
Prior knowledge
Personality
Message characteristics
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Barriers to Effective Communication
1.
2.
3.
4.
5.
6.
7.
8.
Filtering
Selective perception
Information overload
Emotions
Language
Silence
Communication apprehension
Lying
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Cultural Factors
• Cross-cultural communication barriers
–
–
–
–
Semantics
Word connotations
Tone differences
Differences in perception
• Cultural context
– High context culture
– Low context culture
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A Cultural Guide
1. Know yourself.
2. Foster a climate of mutual respect, fairness, and
democracy.
3. State facts, not your interpretation.
4. Consider the other person’s point of view.
5. Proactively maintain the identity of the group.
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Implications for Managers
• Remember that your communication mode will partly
determine your communication effectiveness.
• Obtain feedback from your employees to make certain
your messages are understood.
• Remember that written communication creates more
misunderstandings than oral communication.
• Make sure you use communication strategies appropriate
to your audience and the type of message you’re sending.
• Keep in mind communication barriers such as gender and
culture.
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