Download Chapter 11 Communication and Collaboration

What is communication?
What are the issues in interpersonal
communication?
What is the nature of communication in
organizations?
How can we build more collaborative work
environments?
Copyright © 2012 John Wiley & Sons, Inc.
11-2
Communication
 A process of sending and receiving
messages with attached meanings.
Copyright © 2012 John Wiley & Sons, Inc.
11-3
Copyright © 2012 John Wiley & Sons, Inc.
11-4
Source
 Encodes an intended meaning into a message.
Receiver
 Decodes the message into a perceived meaning.
Noise
 Any disturbance that disrupts communication
effectiveness and interferes with the transference of
messages within the communication process.
Copyright © 2012 John Wiley & Sons, Inc.
11-5
Communication channels
Face-to-face meetings
Email
Online discussions
Written letters
Telephone
Voice mail
Copyright © 2012 John Wiley & Sons, Inc.
11-6
Feedback
 The process through which the receiver
communicates with the sender by
returning another message.
Copyright © 2012 John Wiley & Sons, Inc.
11-7
Potential barriers to feedback in the workplace
 Concern that feedback will be received or raise emotions
that individuals are not prepared to handle.
 Words intended to be polite and helpful can easily end up
being perceived as unpleasant and even hostile.
 Performance appraisal process – finding a way to
communicate both praise and criticism.
Copyright © 2012 John Wiley & Sons, Inc.
11-8
Nonverbal communication
 Takes place through facial expressions, body
position, eye contact, and other physical
gestures.
 Presence - the act of speaking without using
words.
Copyright © 2012 John Wiley & Sons, Inc.
11-9
Copyright © 2012 John Wiley & Sons, Inc.
11-10
Interpersonal barriers
 Occur when individuals are not able to objectively listen to
the sender due to things such as lack of trust, personality
clashes, a bad reputation, or stereotypes/prejudices.
 Selective listening – Individuals block out information or
only hear things that match preconceived notions.
 Filter – Convey only parts of the information (e.g., not
to tell the “whole” truth).
Copyright © 2012 John Wiley & Sons, Inc.
1111
Physical distractions
 Another barrier that can interfere the
effectiveness of the communication process.
Copyright © 2012 John Wiley & Sons, Inc.
11-12
Semantic barriers
 Involves a poor choice or use of words and
mixed messages.
 Use the KISS principle of communication.
 “Keep it short and simple.”
Copyright © 2012 John Wiley & Sons, Inc.
11-13
Active listening
 The ability to help the source of a message
say what he or she really means.
 Everyone in the new workplace needs to
develop good skills in active listening.
Copyright © 2012 John Wiley & Sons, Inc.
11-14
Guidelines for active listening
Listen for content
Listen for feelings
Respond to feelings
Note all cues
Reflect back
Copyright © 2012 John Wiley & Sons, Inc.
11-15
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 © 2012 John Wiley & Sons, Inc.
11-16
Low-context cultures
 Members are very explicit in using the spoken
and written word.
High-context cultures
 Use words to convey only a limited part of the
message.
 The rest must be inferred or interpreted from the
context.
Copyright © 2012 John Wiley & Sons, Inc.
11-17
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 © 2012 John Wiley & Sons, Inc.
1118
Grapevine
 A network of friendships and acquaintances
through which rumors and other unofficial
information get passed from person to
person.
Copyright © 2012 John Wiley & Sons, Inc.
11-19
Channel richness
 The capacity of a communication channel
to convey information.
Copyright © 2012 John Wiley & Sons, Inc.
11-20
Copyright © 2012 John Wiley & Sons, Inc.
11-21
Copyright © 2012 John Wiley & Sons, Inc.
11-22
Organizational communication
Information flows:
 Through formal and informal structures.
 Downward, upward, and laterally.
Copyright © 2012 John Wiley & Sons, Inc.
11-23
Downward communication
Follows the chain of command from top to bottom.
Upward communication
The flow of messages from lower to higher
organizational levels.
Lateral communication
The flow of messages at the same levels across
organizations.
Copyright © 2012 John Wiley & Sons, Inc.
1124
Advances in information technologies enable
organizations to:
 Distribute information much faster.
 Make more information available.
 Allow broader and more immediate access to
information.
 Encourage participation in the sharing and use of
information.
 Integrate systems and functions, and use information to
link with the environment.
Copyright © 2012 John Wiley & Sons, Inc.
11-25
Potential disadvantages of electronic
communications
 Technologies are impersonal.
 Nonverbal communication is removed from
situation.
 May create difficulties with understanding the
emotional aspects of communication.
 Information overload.
Copyright © 2012 John Wiley & Sons, Inc.
11-26
Status differences
 Status differences create potential
communication barriers between persons of
higher and lower ranks.
Mum effect
 tendency to keep “mum” from a desire to be
polite and a reluctance to transmit bad news.
Copyright © 2012 John Wiley & Sons, Inc.
11-27
Collaborative environments are characterized
by boundaryless information flows, more open
and transparent communications , and more
supportive communication dynamics.
Copyright © 2012 John Wiley & Sons, Inc.
11-28
Interactional transparency
 The ability for both leaders and followers to be open
accountable, and honest with one another.
 Transparent communication involves:
o Sharing relevant information.
o Being forthcoming regarding motives and the
reasoning behind decisions.
o Proactively seeking and giving feedback.
Copyright © 2012 John Wiley & Sons, Inc.
1129
Supportive communication principles
 Principles focus on joint problem solving with the
intent of addressing communication
breakdowns and changing problematic
behaviors before they get to be big problems.
 The primary emphasis of supportive
communication is to avoid defensiveness and
disconfirmation.
Copyright © 2012 John Wiley & Sons, Inc.
1130
Reduce defensiveness and disconfirmation by:
 Focusing on the problem, not the person.
 Being specific and descriptive, not global or
evaluative.
 Owning the communication.
 Being congruent.
Copyright © 2012 John Wiley & Sons, Inc.
1131