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Chapter 9
Communication
Michael A. Hitt
C. Chet Miller
Adrienne Colella
Slides by Ralph R. Braithwaite
9-1
Communication Casualties
• What were some of the communication issues
before, during, and after Hurricane Katrina?
• What recommendations would you make to avoid
another communication disaster such as this?
• What types of communication problems have you
encountered in your work or school environment?
Hurricane Katrina
Exploring Behavior in Action
9-2
Strategic Importance of
Communication
• Some private companies developed a carefully
arranged crisis communication plan to deal with
disasters such as Katrina.
• Should every type of organization – public and
private – have some type of effective plan?
9-3
Knowledge Objectives
1. Explain why communication is strategically important to
organizations.
2. Describe the communication process.
3. Discuss important aspects of communication within
organizations, including networks and the direction of
communication flow.
4. Define interpersonal communication and discuss the roles of
formal versus informal communication, communication
media, communication technology, and nonverbal
communication in the interpersonal communication process.
5. Describe organizational and individual barriers to effective
communication.
6. Understand how organizations and individuals can overcome
communication barriers.
9-4
What is Communication?
The sharing of information between two or more
people to achieve a common understanding
about an object or situation. Success occurs
when the person receiving the message
understands it in the way the sender intended.
9-5
9-6
Communication Process
Encoded
Message
Received
Message
Receiver
Sender
Sent Message
Communication
Medium
Received
Feedback
Feedback
Decoded
Message
9-7
Adapted from Exhibit 9-1: Sent Message
Organizational Communication
• Patterns of communication at the
organizational level – formal and informal
• Purpose to facilitate achievement of
organizational goals
• Involves the use of communication networks,
policies, and structures
9-8
Communication
Two-way Communication –
communication that includes
feedback and an exchange of
information between two or more
parties
One-way Communication –
communication that does not
include feedback
9-9
Communication Networks
Y Network
Centralized
Networks
All Connected
Network
Wheel Network
Circle Network
Adapted from Exhibit 9-2: Communication Networks
Decentralized
Networks
9-10
Direction of
Organizational Communication
Downward
Horizontal
Upward
Manager
360° Feedback
Peers
Customers
Direct Reports
9-11
Communication at J. Crew:
Mickey Drexler
• What would be your reaction to an e-
•
Mickey Drexler
Experiencing
Strategic OB
•
mail or phone call from the CEO of a
company you contacted about a
service issue?
If you worked for a company like J.
Crew, how would you respond to some
of Drexler’s behavior?
Should more senior level managers
show their passion about their
businesses?
9-12
Interpersonal Communication
Direct verbal or nonverbal interaction between
two or more active participants
Formal
Rumors
Informal
Gossip
9-13
Communication Media
Richness depends on:
•
•
•
•
The availability of feedback
The use of multiple cues
The use of effective language
The extent to which the communication has a
personal focus
Face-to-face
is the richest
medium
9-14
Communication Media
Richest
Equivocal
Messages
Face-to-face
Telephone
Electronic messaging
Personal written text
Formal written text
Formal numerical text
Least Rich
9-15
Communication Technology
E-mail
Cell Phones
Internet
Instant Messaging
Social Networking
9-16
Communicating with Customers
• What are your thoughts about the JetBlue
letter in Exhibit 9-3?
• Should they have anticipated potential
problems?
9-17
Surfing for Applicants
Managerial
Advice
• What was your reaction to the
relatively high percentage of negative
information about applicants?
• What was your reaction to the
positive information statistics?
• What concerns would you have as a
hiring manager in terms of using the
web to find applicants?
9-18
Nonverbal Communication
Communication that takes place without using language,
such as facial expressions or body language
Body Language
Paralanguage
Gestures
Lying?
Attitude
9-19
Barriers to Effective
Communication
Individual
Organizational
9-20
Organizational Barriers
Information
Overload
Noise
Time Pressures
Network
Breakdowns
Specialty Area
Jargon
Information
Distortion
Cross-Cultural
Barriers
9-21
Cultural Differences
Eye Contact
Indicating “No”
Time Orientation Answering Questions
Posture
Adapted from Exhibit 9-4: Cultural Communication Differences
Self-Presentation
9-22
Cultural Communication Snafus
Common problems include:
•
•
•
•
•
•
•
Opening and closing conversations
Taking turns during conversations
The signaling of agreement
Appropriate topics of conversation
Use of humor
Thoughts?
Direct versus indirect communication
Acknowledgement of authority and status
Experiencing
Strategic OB
9-23
Individual Barriers
Differing
Perceptions
Semantic
Differences
Status
Differences
Consideration of
Self-interest
Personal
Space
Poor Listening
Skills
9-24
Communication Audit
Analysis of an organization’s internal
and external communication to
assess communication practices and
capabilities and determine needs
Recommended Audit Methodology
•
•
•
•
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Hold a planning meeting – approach and commitment
Conduct interviews with top management
Collect, inventory, and analyze material
Conduct associate interviews
Prepare and administer a questionnaire to measure
attitudes toward communication
• Communicate survey results
9-25
Communication Climates
Associates’ perceptions regarding the quality of
communications within the organization.
Mutual
Trust
Credibility
Feedback
9-26
Individual Actions
•
•
•
•
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Know your audience
Select an appropriate communication medium
Encourage feedback
Regulate information flow and timing
Listen actively
9-27
Steps to Effective Listening
Listen
empathetically
Hear before
evaluating
Pay attention
Listen to the
whole message
Stop talking
Send feedback
Adapted from Exhibit 9-5: Steps to Effective Listening
9-28
The Strategic Lens
1. For what tasks in a manager’s job is effective
communication critical? Explain.
2. Which contributes more to an organization’s
performance – verbal communications or written
communications? Justify your answer.
3. What are the strengths and weaknesses in your
communication abilities? How can you best take
advantage of your strengths and overcome your
weaknesses to have a successful career?
4. What impact is rapidly developing communication
technology likely to have on communication in
organizations?
9-29
Questions
9-30