Lecture Organizational behavior - Chapter 11: Power and politics

After reading this chapter, you should be able to answer the following questions: What Is communication? What are barriers to effective communication? What Is the nature of communication in organizational contexts? What is the nature of communication in relational contexts? Why is feedback so important?

Chapter 11 Communication Communicating for  relationships and results Chapter 11 Study Questions      What Is Communication? What are Barriers to Effective Communication? What Is the Nature of Communication in Organizational Contexts? What Is the Nature of Communication in Relational Contexts? Why is Feedback So Important? Copyright © 2014 John Wiley & Sons, 11-2 What is communication?  Communication • A process of sending and receiving messages with attached meanings Copyright © 2014 John Wiley & Sons, 11-3 Figure 11.1 The Communication Process Copyright © 2014 John Wiley & Sons, 11-4 What is communication? Sender  • A person or group trying to communicate with someone else Encoding • The process of translating an idea or though into a message consisting of verbal, written, or nonverbal symbols or some combination of them Communication Channels • The pathways through which messages are communicated Receiver • Decodes the message into a perceived meaning Copyright © 2014 John Wiley & Sons, 11-5 What is communication? Copyright © 2014 John Wiley & Sons, 11-6 What is communication?  Feedback  • Communicates how one feels about something that another person has done or said Copyright © 2014 John Wiley & Sons, 11-7 What is communication? Potential barriers to feedback in the workplace Noise •  Anything that interferes with the effectiveness of communication Copyright © 2014 John Wiley & Sons, 11-8  What are Barriers to Effective Nonverbal communication Communication? • Takes place through facial expressions, body position, eye contact, and other physical gestures  Presence - the act of speaking without using words Copyright © 2014 John Wiley & Sons, 11-9 Figure 11.2 Furniture Placement and Nonverbal Communication in the Office Copyright © 2014 John Wiley & Sons, 11-10 What are Barriers to Effective Communication?  Ethnocentrism • The tendency to believe that one’s culture and its values are superior to those of others • Cross-cultural communication challenges:  Language differences  Use of gestures  Parochialism  The ways of your culture are the only ways of doing things Copyright © 2014 John Wiley & Sons, 11-16 What are Barriers to Effective Communication? Low­context cultures • Members are very explicit in using the spoken and written word High­context cultures • Use words to convey only a limited part of the message • The rest must be inferred or interpreted from the context Copyright © 2014 John Wiley & Sons, 11-17 What is the Nature of Communication in Organizational Contexts?  Formal channels • Follow the chain of command established by an organization’s hierarchy of authority  Informal channels • Do not adhere to the organization’s hierarchy of authority Copyright © 2014 John Wiley & Sons, 11-18 What is the Nature of Communication in Organizational Contexts?  Grapevine • A network of friendships and acquaintances through which rumors and other unofficial information get passed from person to person Copyright © 2014 John Wiley & Sons, 11- What is the Nature of Communication in Organizational Contexts?  Channel richness • The capacity of a communication channel to convey information Copyright © 2014 John Wiley & Sons, 11-20 Figure 11.3 Richness of Communication Channels Copyright © 2014 John Wiley & Sons, 11-21 What is the Nature of Communication in Organizational Contexts? Communication Flows • Downward communication­ Follows the chain of command from top to bottom • Lateral communication­ The flow of messages at the same levels across organizations • Organizational ­Silos Unites that are isolated from one another by strong departmental or divisional lines  Upward Communication­ Differences between persons of Copyright © 2014 John Wiley & Sons, higher and lower ranks 11-22 What is the Nature of Communication in Organizational Contexts? Voice and Silence  Voice •  Involves speaking up to share ideas, information, suggestions and concerns upward in organizations Confronting situations rather than remaining silent Silence • Occurs when employees choose not to share input that could be valuable Copyright © 2014 John Wiley & Sons, 11-23 What is the Nature of Communication in Relational Contexts?  Relationships are a particular type of connection between people who have dealings with one another  Relationship Development  • Relational Testing the process through which individuals make disclosures and form opinions or attributions about the other based on the disclosures • Disclosure an opening up or revelation to another of something about oneself Copyright © 2014 John Wiley & Sons, 11-24 What is the Nature of Communication in Relational Contexts? Relationship Maintenance  Relational Violation is a violation of the  “boundary” of acceptable behavior in a relationship Relational Repair involves actions to return the relationship to a positive state Copyright © 2014 John Wiley & Sons, 11-25 What is the Nature of Communication in Relational Contexts?    Supportive communication principles • Set of tools focused on joint problem solving Defensiveness occurs when individuals feel they are being attacked and need to protect themselves Disconfirmation occurs when an individual feels his or her self-wroth is being questioned Copyright © 2014 John Wiley & Sons, 11-26 What is the Nature of Communication in Relational Contexts?  Active Listening • Involves listening to another person with the purpose of helping a person think through his or her problem • Reflecting Involves paraphrasing back what the speaker said, summarizing what was said, or taking a step further by asking a question for clarification or elaboration • Probing Asking for additional information that helps elaborate, clarify or repeat if necessary • Deflecting Shifting the conversation to another topic • Advising Telling someone what to Copyright © 2014 John Wiley & Sons, 11-27 Why is Feedback So Important?  Developmental Feedback • A Sensitive and caring way to give feedback is both honest and constructive in the way that helps another to improve  Johari Window • A tool that helps people understand their relationship with self and others Copyright © 2014 John Wiley & Sons, 11-28 Figure 11.5 The Johari Window Copyright © 2014 John Wiley & Sons, 11-29 Why is Feedback So Important?  Feedback Seeking • Seeking feedback about yourself from others  Feedback Orientation • A person’s overall receptivity to feedback Copyright © 2014 John Wiley & Sons, 11-30 ... higher and lower ranks 1 1-2 2 What is the Nature of Communication in Organizational Contexts? Voice? ?and? ?Silence  Voice •  Involves speaking up to share ideas, information, suggestions and concerns... 2014 John Wiley & Sons, 1 1-1 8 What is the Nature of Communication in Organizational Contexts?  Grapevine • A network of friendships and acquaintances through which rumors and other unofficial information... position, eye contact, and other physical gestures  Presence - the act of speaking without using words Copyright © 2014 John Wiley & Sons, 1 1-9 Figure 11.2 Furniture Placement and Nonverbal Communication