chap 11 - organizational communication - student version
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Organizational Communication
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Organizational Communication
Upward Communication Serial communication
MUM effect
open-door policy
Attitude surveys
Focus groups
Exit interviews
Suggestion boxes
Third party facilitators Liaison
Ombudsperson
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Organizational CommunicationDownward Communication
Bulletin boards Policy manuals Newsletters Intranets
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Organizational CommunicationBusiness Communication
Memos Telephone calls Email Voice mail
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Email Etiquette
Include a greeting Included a detailed subject line Dont write in all caps
Delete unnecessary information when forwardingemail
Avoid grammar and spelling mistakes
Dont spend company time on personal email Allow ample time for a person to respond
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Voice Mail Etiquette
Speak slowly Give your name at the beginning of the message and
then repeat it at the end
Spell your name Leave your phone number Indicate good times for the person to return your call Dont ramble
Dont include information you dont want others tohear
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Organizational Communication
Informal Communication
Grapevine single-strand pattern gossip pattern
probability pattern
cluster pattern
Rumor
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Single StrandJones Smith Brown Tinker Evers
Grapevine Patterns
GossipTinker
Brown Evers FreySmith Chance Martin
AustinJones
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Probability
Brown Alston Evers Chance FreyMartin
Smith Jones Tinker
Cluster BrownSmith Frey Alston Martin
Tinker Evers Chance
Jones
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Interpersonal Communication
The exchange of a message across acommunication channel from one person to
another Three problem areas
Intended message versus message sent
Message sent versus message received Message received versus message interpreted
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EncodesMessage
SendsMessage
ReceivesMessage
DecodesMessage
Sender Receiver
What I wantto say
What I say I hear
her say
I think
she means
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Problem Area I: Intended
Message Versus Message Sent
Think about what youwant to communicate
Practice what you want tocommunicate
Learn bettercommunication skills
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Problem Area II: Message Sent
Versus Message Received
Actual words used Communication channel Noise Nonverbal cues Paralanguage Artifacts
Amount of information
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Actual Words Used
The word fine to describe jewelry
to describe the weather to describe food or sex
The applicant was a: female
girl babe
woman
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Use concrete words and ask how the other
person might interpret your message Avoid such words as:
as soon as possible
Ill be back soon Ill be out for a while
Why not be specific? Avoid confrontation
test the water Avoid being the bad guy
(MUM effect)
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Gender Differences in Communication
(Tannen, 1986 & 1990) Men
Talk about major events
Tell the main point
Are more direct
Use uh-huh to agree
Are comfortable with silence
Concentrate on the words spoken
Sidetrack unpleasant topics
Women Talk about daily life
Provide details
Are more indirect
Use uh-huh to listen
Are less comfortable with silence
Concentrate on nonverbal cues and paralanguage
Focus on unpleasant topics
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Communication Channels
Oral in-person word-of-mouth answering machine
Nonverbal Written
personal letter/memo general letter/memo e-mail
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Noise Actual noise Appropriateness of the channel Bias Feelings about the person
communicating Mood
Perceived motives
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Nonverbal Cues
Are ambiguous Those that arent, are called
emblems Gender and cultural
differences are common Nonverbal cues are thought
to be 80% of the messagereceived
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Nonverbal Cues Include
Eye contact Expressions
Micro-expressions Posture Arm and leg use Motion Touching
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Use of Space
Intimacy zone 0 to 18 inches
close relationships
Personal distance zone 18 inches to 4 feet friends and acquaintances
Social distance zone
4 to 12 feet
business contacts and strangers Public distance zone
12 to 25 feet
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Use of Time
Being late Leaving a meeting early Setting aside time for a
meeting Multi-tasking (working
while talking)
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Basic Assumptions About
Nonverbal Cues & Paralanguage People are different in their
use of nonverbal cues and
paralanguage Standard differences among
people reveal informationabout the person
Changes in a persons stylereveal new messages
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Paralanguage
Rate of speech Loudness
Intonation Amount of talking Voice pitch Pauses
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The Importance of Inflection
Idid not say Bill stole your car. I did not say Bill store your car. I did not say Bill stole your car. I did not say Billstole your car. I did not say Bill stole your car. I did not say Bill stoleyour car. I did not say Bill stole yourcar.
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Artifacts Our office
dcor desk placement
What we wear clothing accessories hair styles
tattoos The car we drive
The house we live in
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The Amount of Information
When we have too much information,we tend to:
Assimilate Sharpen Level
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The Amount of InformationReactions to Information Overload
Omission Error Queuing Escape Use of a gatekeeper Use of multiple channels
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Problem Area III: Message Received
Versus Message Interpreted
Listening Skills Listening Style Emotional State Cognitive Ability
Bias
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The Importance of Listening
70% of a managers job is
spent communicating Of that time
9% is spent writing
16% is spent reading
30% is spent speaking 45% is spent listening
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Listening Skills
Stop talking and listen Show the speaker you want to listen Empathize with the speaker Dont ask excessive questions Remove distractions
Keep an open mind Use appropriate
nonverbal cues Let the other person
finish speaking
Try to understandwhat the otherperson means
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Listening Styles
(Geier & Downey, 1980)
Leisure
Inclusive Stylistic Technical Empathic Nonconforming
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Other Factors
Emotional State Anger Fear
Anxiety Excitement
Love
Bias Cognitive Ability Drugs and Alcohol
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Writing is easiest to read when it:
has short sentences
uses simple rather thancomplicated words uses common rather
than unusual words
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Comparison of Readability Scales
Readability Index
Method Fry Flesch FOG Dale-Chall
Average number of syllables
per word
X X
Average sentence length X X
Average number of words persentence
X
Average number of 3-syllablewords
X
Number of unusual words X