chapter 13 communication processes. learning goals explain the basic communication processes of...
TRANSCRIPT
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Chapter 13 Communication Processes
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Learning Goals
• Explain the basic communication processes of organizations
• Understand the effects of verbal and nonverbal communication
• Distinguish between the functions and dysfunctions of organizational communication
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Learning Goals (Cont.)
• Discuss the features of listening, especially of active listening
• Describe ways to make communication processes more effective
• Understand the effects of new technology on communication
• Describe communication networks and the roles that can emerge within a network
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Overview
• Introduction• The Basic Communication Process• Types of Communication• Functions of Organizational
Communication• Dysfunctions of Organizational
Communication• Listening
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Overview (Cont.)
• Active Listening• Improving Communication Effectiveness in
Organizations• Technology and communication• Communication Roles in Organizations• Communication Networks• International Aspects of Communication• Ethical Issues in Communication
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Introduction
“The word communication will be used here in a very broad sense to include all of the procedures by which one mind may affect another. This, of course, involves not only written and oral speech, but also music, the pictorial arts, the theatre, the ballet, and in fact all human behavior.”
View of communication
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Introduction (Cont.)
• Quotation from opening of a classic work describing an early communication theory
• Heart of the definition is in the first sentence
• Communication in organizations tries to affect behavior of at least one other person
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Introduction (Cont.)
• Organizational communication– Purpose, flow, and direction of messages and
media used for those messages– Another view of behavior in organizations– “Message behavior”: sending, receiving, and
giving meaning to messages
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Introduction (Cont.)
• Organizational communication (cont.)– Happens over a pathway called a network– Formal: defined by formal organizational
positions; relationships among those positions– Informal: patterns of informal social
interaction; informal groups in the organization
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Introduction (Cont.)
• Organizational communication (cont.)– Communication in any direction: downward,
upward, horizontal– Communication networks: interdependent,
interlocking, overlapping systems of interaction
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See text book Figure 13.1
The BasicCommunication Process
• Sender– Decides what message to send– Encodes it using symbols he or she assumes the
receiver will understand– Converts message to a signal– Sends message over communication channel to
receiver
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The BasicCommunication Process (Cont.)
• Communication channel– Person's voice– Electronic device– Written medium– Video medium
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The BasicCommunication Process (Cont.)
• Receiver– Decodes message and interprets its meaning– Responds to message by acting in a manner
consistent with that interpretation
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The BasicCommunication Process (Cont.)
• Communication media– Telephone– E-mail– Letter or memorandum– Videoconference– Face-to-face meeting– Internet chat rooms
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The BasicCommunication Process (Cont.)
• Choosing medium– Written media for formality and a clear
message– Face-to-face meeting to convey a sense of
teamwork– E-mail use is largely based on availability and
ease of use to the receiver
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The BasicCommunication Process (Cont.)
• Feedback loop– Interdependence between sender and receiver
during communication process– Sender interprets the receiver’s response– Can send an additional message for
clarification
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The BasicCommunication Process (Cont.)
• Noise: distortions, errors, and foreign material often affect the quality of the signal
• Additions to the signal not intended by the sender
• Surrounds entire communication process
• Can make communication less effective
• Diversity, domestic and international, adds additional noise
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Types of Communication
• Verbal communication: oral, written, electronic, video
• Nonverbal communication: eye movements, gestures, facial expressions– Adds much of the feeling and emotion that a
sender wants to give to a message – Often has more effect than verbal on the
meaning receivers give a message
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Types of Communication (Cont.)
• Verbal communication– Oral communication
• All forms of speech between a sender and receiver • Leaves no permanent, retrievable record of the
message and response unless recorded• More effective than written when trying to affect
receiver's opinion on some matter• Nonverbal communication can affect the final
interpretation of the message
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Types of Communication (Cont.)
• Verbal communication (cont.)– American Sign Language (ASL)
• Uses patterns of hand and finger movements for communication
• Includes facial expressions and body movements to express emotions and distinguish sentence types
• Country and regional differences in signing systems
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Types of Communication (Cont.)
• Verbal communication (cont.)– Written communication
• Any form of handwriting, printed memo, or report• Includes messages sent over an electronic medium• Receiver's response is more delayed in written than
in oral communication• Receiver must first read the message before
interpreting and responding to it
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Types of Communication (Cont.)
• Verbal communication (cont.)– Written communication (Cont.)
• Advantages over oral communication
– Retrievable
– Almost permanent
– Comprehension is better because of rereading
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Types of Communication (Cont.)
• Verbal communication (cont.)– Electronic or video communication
• Electronic and video communication becoming more important
• E-mail, computer networks, fax machines, computer conferencing, videoconferencing
• All now available as desktop systems
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Types of Communication (Cont.)
• Verbal communication (cont.)– Electronic or video communication (cont.)
• Advantages
– High speed transmission and reception
– Accurate transmission of a message
– Easy dispersal of the same message to people in scattered locations
– Direct interaction and quick feedback
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Types of Communication (Cont.)
• Nonverbal communication– Behavior that communicates but does not use
written or spoken words• Gestures• Posture• Seating position• Pitch of voice• Speed of speech• Physical environment . . .
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Types of Communication (Cont.)
• Nonverbal communication (cont.)– Combine verbal and nonverbal communication– Create unique communication style, often
unknowingly– Can contradict, amplify, or complement verbal
communication
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Types of Communication (Cont.)
• Nonverbal communication (cont.)– Physical aspects of the person
• Voice: speed, fluency, references to self
• Facial expressions: smile, frown
• Gestures: hand movements
• Body movements: distance
• Posture: leaning forward
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Types of Communication (Cont.)
• Nonverbal communication (cont.)– Physical environment of communication
• All aspects of using space, including distance between sender and receiver (proxemics)
– North America: 5 1/2 to 8 feet between speakers
– Latin America: closer than North America
See the “International Aspects”section for more information.
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Types of Communication (Cont.)
• Nonverbal communication (cont.)– Time
• Orientation to and meaning of time
– North America: punctual
– Latin America: less punctual
– Swiss: precisely punctual
– Arab cultures: last person to arrive is the most important
See the “International Aspects”section for more information.
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Types of Communication (Cont.)
• Nonverbal communication (cont.)– Communication with signs and signals
• Turn signals on motor vehicles, traffic control signals, caution flags of highway workers
• Hand signals for guiding aircraft
• Special situation: landing on an aircraft carrier
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Functions of Organizational Communication
• Share information – Mission– Strategies– Policies– Tasks, duties, responsibilities– Both inside and outside the organization
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Functions of Organizational Communication (Cont.)
• Feedback about performance– Reduces uncertainty– Integration and coordination of various
functions– Especially important in global operations
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Functions of Organizational Communication (Cont.)
• Persuasion– Affecting the behavior of others– Often the focus of improvement in
communication skills– Related to business presentations
• Emotional expression: let employees express their feelings
• Innovation. Communicate innovations to those inside and outside the organization
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Dysfunctions of Organizational Communication
• Selective perception– Receiver filters a message and then gives
meaning to it– Block out information a receiver does not want
to hear• Semantic problems
– Different people have different meanings for words
• “Good,” “average,” “Do your best” • Jargon: “burden”, “metrology”
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Dysfunctions of Organizational Communication (Cont.)
• Distortion of messages: different frames of reference because of background
• Filter messages– Intentional: sender is concerned about
receiver’s reaction– Unintentional: sender does not fully know
what she or he wants to say
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Dysfunctions of Organizational Communication (Cont.)
• Information overload– Too much information to process accurately– Related to time available
• Message timing– Too short of time– Too early
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Listening
• Different from hearing• Hearing is a physiological process of
detecting and processing sounds• Listening: mental process of assigning
meaning to sounds• Communication professionals view it as a
primary skill for success• People spend about 50 percent of their time
listening
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Listening (Cont.)
• Intrapersonal and interpersonal activities– Person receives message from another person
(interpersonal)– Tries to interpret it (intrapersonal)– Responds to other person to show meaning
given to message (interpersonal)
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Active Listening
• Listener is responsible for the completeness of a speaker's message
• Listener's role is not passive– Absorbing spoken message– Deriving meaning from it
• Accurately hear facts in message• Understand speaker's feelings about
message
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Active Listening (Cont.)
• Deliberate effort to understand a message from speaker's viewpoint
• Meaning of message includes both content and speaker’s feelings
• Listener attends to all verbal and nonverbal cues
• Listener may ask questions for clarification• Listener may rephrase speaker’s message
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ImprovingCommunication Effectiveness
• Sender– Understand receiver’s background
• Culture
• Education
• Social status
• Professional or technical training
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ImprovingCommunication Effectiveness
(Cont.)• Sender (cont.)
– Avoid jargon– Knowledge of receiver helps sender form
messages with content that communicates– Take special care when communicating with
people from other cultures– Applies to oral communication, written
communication, and nonverbal communication
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ImprovingCommunication Effectiveness
(Cont.)• Sender (cont.)
– Ask for oral or written feedback to a message– Gives sender observations on receiver's
perception and interpretation of message– Formal training
• Improve written and oral communication
• Improve sender's effectiveness
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ImprovingCommunication Effectiveness
(Cont.)• Receiver
– Knowing and understanding sender– Ask sender for clarification of jargon– Receiver's knowledge of self
• Using jargon introduces noise
• Can distort messages received
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ImprovingCommunication Effectiveness
(Cont.)• Receiver (cont.)
– Receiver's perceptual process: alters sender’s meaning of messages
– Ask sender to clarify message– State understanding of message; sender can
react to that interpretation
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ImprovingCommunication Effectiveness
(Cont.)• Message
– Simple concise messages– Language shared by sender and receiver– Problem: jargon, in-group language, foreign
language
Simple concise sentences, in language shared by thesender and receiver, are more effective than long
complex messages riddled with jargon.
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ImprovingCommunication Effectiveness
(Cont.)• Message (Cont.)
– Electronic message systems lack nonverbal communication
– Emoticons ("smileys") add feelings and emotions to text messages
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ImprovingCommunication Effectiveness
(Cont.)• Medium
– Little noise for effective communication– Multiple channels
• Written memo follows an oral message
• Meet with receiver to discuss memo
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ImprovingCommunication Effectiveness
(Cont.)• Medium (Cont.)
– People perceive high-contrast objects faster than low-contrast objects (see Chapter 5)
– Introduce high contrast into messages by using paper or ink of different colors than normal
– Change the setting in which an oral message is sent
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Technology and Communication
• Major changes from fiber optics and new satellites
• Digital cellular telephone: easy communication around the world
• Wireless facsimile devices and modems• Laptop or notepad computers with digital
cellular facsimile devices and modems• Unprecedented flexibility and mobility of
communication
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Technology and Communication (Cont.)
• Distributed computing
• Digital technology and data on a network– Text– Images– Audio– Video– Numeric
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Technology and Communication (Cont.)
• Satellites, fiber optics, Internet, personal computers– High-speed connections among networks– Global operations: move all forms of
information quickly to distant places– Internet commerce
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Technology and Communication (Cont.)
• Satellites, fiber optics, Internet, Personal computers (cont.)– Students in different countries interact to
complete course work– Transmit almost any media– Lessen effects of time zone differences
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Technology and Communication (Cont.)
• Videoconferencing– Face-to-face communication over almost any
distance• See each other
• Speak to each other
• Show graphic images
• Send documents
– Substitutes for traveling to distant sites for meetings
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Technology and Communication (Cont.)
• Desktop videoconferencing– Two-way video and audio interaction– Window on each person's computer screen lets
them see each other– Text or graphics show on screen– Interact to revise material for an upcoming joint
business presentation
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Technology and Communication (Cont.)
• Multimedia personal computers– Manage information media of any form– Computer features
• Scanners• Sound boards• Presentation software• CD-ROMs
– Animation software– Make large audience communication more
dramatic than in past
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Communication Rolesin Organizations
• Initiators: start communications; send more messages than they receive or pass on
• Relayers: receive and pass on more messages than they start or end
• Liaison– Connects two parts of an organization; not a
member of either part– Helps coordinate organizational functions– Can hinder message flow if they become
bottlenecks
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Communication Roles in Organizations (Cont.)
• Passive communication roles– Terminators
• At end of a communication network
• Mainly receive messages
• Infrequently send or relay messages to others
• Isolates– Usually outside normal communication process– Send, receive, or relay only a few messages
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Communication Networks
• Structured communication system in organizations
• Formal organizational design defines some networks
• Informal social interaction defines others
• All communication forms: face-to-face, electronic media, video media
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Communication Networks (Cont.)
• Pair-wise communication: Oral or written communication between two people– Each person in a pair focuses attention on the
other party– Direction: top-down, bottom-up, lateral
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Communication Networks (Cont.)
• Small group communication– Three or more people interacting– Face-to-face or widely dispersed – Occurs within departments, work units, teams,
informal groups– Communication interaction rotates among
members; a structured or a random pattern– Within a centralized or a decentralized network
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Communication Networks (Cont.)
• Centralized communication– Single person is a key figure in sending and
receiving messages– Only one or a few parts of the network get
information– Faster and fewer errors when solving simple
problems– Less effective with complex problems
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Communication Networks (Cont.)
• Decentralized communication– Freely flowing communication– Spread potential to get information throughout the
network– No person in network depends exclusively on
anyone else– Faster and more accurate with complex problems
than with simple problems– Process more messages– Higher satisfaction among network members
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Communication Networks (Cont.)
• Large audience communication– Get a message from one person or a few people
to many people– Sender designs message before sending it – Usually sent continuously with no interruption
from audience– Examples: department meetings, briefing
sessions, training programs
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International Aspects of Organizational Communication
• Nonverbal communication: a major role across cultures– Distance between people
• North Americans: stand 5 1/2 to 8 feet apart• Latin American cultures: people stand much closer
– Reactions• Latin American moves close to the North American• North American backs away• Latin American might perceive the North American as
cold and distant
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International Aspects ofOrganizational Communication
(Cont.)
• Time orientation– Latin Americans view time more casually than
North Americans– Swiss strongly emphasize promptness in
keeping appointments– Egyptians usually do not look to the future
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International Aspects of Organizational Communication
(Cont.)
• Time orientation (cont.)– South Asians view the long term as centuries– Sioux Indians of the United States do not have
words for "time" or "wait" in their native language
– Potential misunderstandings are large
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Ethical Issues inOrganizational Communication
• Communication processes and an organization's ethical image
• Internal and external– Internal processes
• Newsletters
• Satellite television broadcasts
• Direct mailings
• Bulletin boards
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Ethical Issues in Organizational Communication (Cont.)
• Communication processes and an organization's ethical image (cont)– External processes
• Annual reports• Press releases• Public statements by executives
• What does the organization say and not say about ethical behavior?
• Organization’s ethical image
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Ethical Issues in Organizational Communication (Cont.)
• Manage external impressions– Offering own accounts of behavior that
protesters say was unethical– Communication in any form designed to affect
the perception of others– Tries to make the organization, or individual
members, look more ethical than charged
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Ethical Issues in Organizational Communication (Cont.)
• Disclosure to employees, customers, suppliers, community– Does the organization have an ethical obligation
to reveal negative information about its plans to employees?
– How much should an organization tell its customers or clients about product safety?
– Should an organization tell its suppliers how it chooses among them?
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Ethical Issues in Organizational Communication (Cont.)
• Communication privacy– Do employees have the right to private
communications in the work setting?– Existing software lets network managers and
senior managers read employees' E-mail
• Do people's privacy rights extend to computer surveillance?