Download Organizational Behavior 11e

Organizational Behavior
Lecture 14
Dr. Amna Yousaf
PhD (HRM)
University of Twente,
the Netherlands
Recap Lecture 13
 Identify main functions of communication
 Describe the communication process and distinguish between
formal and informal communication
Communication
Lecture 14
Outline
 Contrast downward, upward and lateral
communication and provide examples of each
 Contrast oral, written and non verbal
communication
 Contrast formal communication networks and the
grapevine
 Analyze the advantages and challenges of
electronic communication
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outline
© 2007 Prentice Hall Inc. All rights reserved.
The Communication Process Model
Communication Process
The steps between a source and a
receiver that result in the transference
and understanding of meaning.
There should be a message
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E X H I B I T 11–1
Direction of
Communication
Upward
Downward
Lateral
Downward Communication
 Informs rules and policies to employees
 Can be oral, face to face, written
 Must explain why decision was made
– Normally one-way; two third of employees believe their
opinion never seeked
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Upward Communication
 Flows at higher level
 Keeps informed about employees, co-workers,
jobs, department and organization
 Might be increasingly difficult
–
–
–
–
For effectiveness try to reduce distractions
Meeting in conference office instead of boss’s office
Communicate in headlines not paragraphs
Support headlines with actionable items – what should
be done; what agenda?
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Lateral Communication
 Among same group members at same level –
counterparts such as clerical workers or
managers
 Why it is needed?
– Vertical communication can impede quick decision
making
 Can sometimes be dysfunctional and sanctioned
by managers when it is felt that decisions have
been taken by breaching organizational policies
etc
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Interpersonal Communication
 Oral Communication
– Advantages: Speed and feedback.
– Disadvantage: Distortion of the message when passed
through a number of people. The game “telephone”.
 Written Communication
– Advantages: Tangible, well thought, logical, clear and
verifiable.
– Can not be distorted
– People more carefully follow written message
– Disadvantages: Time consuming, interpretation by
receiver not certain and lacks quick feedback as in oral
message.
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Interpersonal Communication
 Nonverbal Communication
– In a verbal message, a non verbal message is also
communicated – a glance, a frown, a smile and general
body movements, facial expressions, body movement.
– Advantages: Supports other communications and
provides observable expression of emotions and
feelings.
– Disadvantage: Misperception of body language or
gestures can influence receiver’s interpretation of
message.
– Sometimes message in verbal and non verbal
communication can be conflicting such as “ we can
meet now but looking at your clock again and again”
• Standing close can give different meanings
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Nonverbal Communication
Body Movement
Intonations
Facial Expressions
Physical Distance
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reserved.
Intonations: It’s the Way You Say It!
Change your tone and you change your meaning:
Placement of the emphasis
What it means
Why don’t I take you to dinner tonight?
I was going to take someone else.
Why don’t I take you to dinner tonight?
Instead of the guy you were going with.
Why don’t I take you to dinner tonight?
I’m trying to find a reason why I
shouldn’t take you.
Why don’t I take you to dinner tonight?
Do you have a problem with me?
Why don’t I take you to dinner tonight?
Instead of going on your own.
Why don’t I take you to dinner tonight?
Instead of lunch tomorrow.
Why don’t I take you to dinner tonight?
Not tomorrow night.
Source: Based on M. Kiely, “When ‘No’ Means ‘Yes,’ ” Marketing, October 1993, pp. 7–9. Reproduced in A. Huczynski
and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.
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E X H I B I T 11–2
Formal small group network
 Rigidly follows formal chain of command
 Communication in rigid there level organization
 Wheel can be found in case of a team with strong
team leader.
 All channel in case of self managed teams
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Three Common Formal Small-Group Networks
E X H I B I T 11–3
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Small-Group Networks and Effectiveness
Criteria
TYPES OF NETWORKS
Criteria
Chain
Wheel
All Channel
Speed
Moderate
Fast
Fast
Accuracy
High
High
Moderate
Emergence of a leader
Moderate
High
None
Member satisfaction
Moderate
Low
High
E X H I B I T 11–4
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