14-1©2005 prentice hall 14 communication in organizations chapter 14 communication in organizations
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14-1 ©2005 Prentice Hall
Chapter 1414Communication Communication
in in OrganizationsOrganizations
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Chapter Objectives
Describe the four main functions of communication and differentiate between different kinds of communications networks
Discuss the steps in the communications process and the requirements for successful communication to take place
Differentiate between the main kinds of barriers to communicate and explain how they can reduce the effectiveness of communication
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Chapter Objectives
Identify the main kinds of communication media and explain how they vary along the dimension of information richness
Appreciate the importance of persuasive communication and describe how to create persuasive messages to influence others
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Opening Case: Combining Face-to-Face and Intranet Communication Pays Off
How did effective communication promote Alteon’s performance?
Communication system supported quick new product innovation
Intranet-based Informal, face-to-face sessions weekly
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What is Communication?
Sharing of information with other people
Reaching of a common understanding– Accuracy, not
agreement
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Figure 14.1 Functions of Communication
Functions
Providing knowledge
Controlling/coordinating
Motivating
Expressing feelings
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Motivating Organizational Members
Expectancy theory suggests that managers– Determine what outcome subordinates
seek– Link outcomes to good performance– Reassure employees of the potential for
good performance
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What is a Communication Network?
The set of pathways through which information
flows within a group or organization
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Figure 14.2 Group Communication Networks: Wheel
Leader
Member
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Figure 14.2 Group Communication Networks: Chain
Assembly-Line worker
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Figure 14.2 Group Communication Networks: Circle
Task Force Member
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Figure 14.2 Group Communication Networks: All-Channel
Top Management Team
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Figure 14.3 Simple Organizational Chart
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Figure 14.4 An Example of Actual Communication Patterns
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Informal Communication Networks
Advice network Trust network Communication network
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Figure 14.5 The Communication Process
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Media for Message Transmission
Verbal Communication Face-to-face oral Oral via telephone Written via memo,
letter, report, email, fax
Nonverbal Communication Facial expressions Body language Mode of dress
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Figure 14.6 Barriers to Effective Communication
Barriers
Filtering/ informationdistortion
Poor listeningDifferent
linguistic styles
Lack of appropriatefeedback
Rumors/ Grapevine
Workforce diversity
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Improving Listening
Give sender undivided attention Look sender in the eye Do not interrupt Focus on understanding what you are
hearing Ask questions Rephrase key points Avoid distracting sender
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Approaches to Diversity Training
Panel of minority members describe/ share personal experiences
Members of organization work with people who are different from themselves
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Linguistic Style
Tone of voice Volume Speed Use of pauses Directness Choice of words Use of questions
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Figure 14.7 Information Richness
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Trade-Offs in Choice of Media
InformationRichness
Amount ofTime
InformationRichness
Need for PaperTrail
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Intranets
Directories Manuals Product specifications Delivery schedules Minutes of meetings Current financial performance