Organizational behavior core concepts by kinicki chapter9

Organizational Behavior core concepts Communication: How to Get Messages Across-Online and Off 9-2 McGraw-Hill/Irwin Organizational Behavior, Core Concepts Copyright © 2008 by the McGraw-Hill Companies, Inc All rights reserved Learning Objectives • Describe the elements and steps of the communication process • Identify situations that can distort communication between managers and employees • Contrast assertive, aggressive, and nonassertive communication styles 9-3 Learning Objectives • Discuss the skills of nonverbal communication and effective listening • Summarize how information technology has affected communication in organizations • Give examples of barriers to effective communication and ways to overcome them 9-4 Dimensions of the Communication Process • Communication – interpersonal exchange of information and understanding 9-5 A Perceptual Model of Communication 9-6 Figure 9-1 Question? What part of the communication process is the output of encoding? A Sender B Feedback C Endless loop D Message 9-7 A Perceptual Process Model of Communication • Sender – individual, group, or organization that desires or attempts to communicate with a particular receiver • Encoding – translates mental thoughts into code or language that can be understood by others 9-8 A Perceptual Model of Communication • Message – output of encoding – May contain hidden agendas as well as trigger affective or emotional reactions – Need to match the medium used to transmit them 9-9 A Perceptual Model of Communication • Selecting a Medium – depends on the nature of the message, its intended purpose, type of audience, proximity to the audience, time horizon for disseminating the message, personal preferences, and the complexity of the problem/situation at hand 9-10 Internet/Intranet/Extranet • Internet – a global network of computer networks • Intranet – an organization’s private internet • Extranet – connects internal employees with selected customers, suppliers, and strategic partners 9-30 Electronic Mail • Electronic Mail (e-mail) – uses the Internet or intranet connections for sending and receiving messages 9-31 Benefits of E-mail • Reduces the cost of distributing information to a large number of employees • Tool for increasing teamwork • Reduces the costs and time associated with print duplication and paper distribution • Fosters flexibility 9-32 Drawbacks to E-mail • Can lead to a lot of wasted time and effort • People overestimate their ability to effectively communicate via e-mail • Information overload • People are using e-mail to communicate when they should be using other media 9-33 Additional Issues with E-mail • E-mail only works when the party you desire to communicate with also gets it • Speed of getting a response is dependent on how frequently the receiver examines his messages • Because of misuse and potential legal liability, many companies now have policies for using email 9-34 Blogs • Blog – online journal in which people comment on any topic Read an example of BusinessWeek’s Blog 9-35 Videoconferencing • Videoconferencing – uses video and audio links along with computers to enable people in different locations to see, hear, and talk with one another 9-36 Group Support Systems • Group support systems – using computer software and hardware to help people work better together 9-37 Telecommuting • Telecommuting – a work practice in which an employee does part of his job in a remote location using a variety of information technologies 9-38 Barriers to Effective Communication • • • • • • • 9-39 Sender barrier Encoding barrier Message barrier Medium barrier Decoding barrier Receiver barrier Feedback barrier Personal Barriers • Ability to effectively communicate • Way people process and interpret information • Level of interpersonal trust between people • Stereotypes and prejudices 9-40 Personal Barriers • Egos • Poor listening skills • Natural tendency to evaluate or judge the sender’s message • Inability to listen with understanding 9-41 Cultural Barriers: High- and LowContext Cultures • High-context cultures – primary meaning derived from nonverbal situational cues • Low-context cultures – primary meaning derived from written and spoken words 9-42 Physical Barriers • • • • • 9-43 Distance between employees Time zone differences Work and office noise Quality of telephone lines Crashed computers Semantic Barriers • Semantics – study of words • Semantic barriers – encoding and decoding errors that involve transmitting and receiving – fueled by the use of jargon and acronyms 9-44 ...9 Organizational Behavior core concepts Communication: How to Get Messages Across-Online and Off 9-2 McGraw-Hill/Irwin Organizational Behavior, Core Concepts Copyright © 2008 by the McGraw-Hill... Empathetic – interprets messages by focusing on emotions and body language • Comprehensive 9-25 – organizes specific thoughts and actions and integrates this information by focusing on relationships... Interpersonal Communication • Communication competence – ability to effectively use communication behaviors in a given context 9-15 Criteria Shaping Communication Competence 9-16 Figure 9-2 Assertiveness,