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Chapter 8
Organizational Behavior:
Foundations, Realities, & Challenges
Nelson & Quick, 5th edition
Communication
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Communication
Communication –
Interpersonal Communication –
Communicator –
Receiver –
Perceptual Screen –
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Communication
the thoughts and feelings that the
communicator is attempting to elicit in the
receiver
the pathway that
completes two-way communication
the words, their pronunciation,
and the methods of combining them used
and understood by a group of people
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Communication
Data –
Information –
Richness –
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Basic Interpersonal
Communication Model
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Message
• Context
• Affect
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___________________
Event
X
Communication Media:
Information Richness
& Data Capacity
Medium
Information
Richness
Data Capacity
Face-to-face
discussion
Telephone
Electronic mail
Individualized letter
Personalized note or
memo
Formal written
report
Flyer or bulletin
Formal numeric
report
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SOURCE: E. A. Gerloff in Research in Organizational Behavior 6 1984: 191-233. “Information Richness: A New Approach to Managerial Behavior and
Organizational Design” by Richard L. Dalt and R. H. Lengel. Reprinted by permission of JAI Press Inc.
Reflective Listening
the skill of listening
carefully to another person and repeating
back to the speaker the heard message to
correct any inaccuracies or
misunderstandings
This complex
process needs
to be divided to
be understood
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What I heard you
say was we will
understand the
process better if we
break it into steps
Reflective Listening
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Reflective Listening
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Reflective listening emphasizes
• the ___________ ___________ of the
communication process
• the _____________ communicated in
the message
• ____________ to the communicator, not
____________the communicator
• the _____ or ________ or ________
• understanding people by __________
__________ ________ and
______________ ___________
Reflective Listening:
4 Levels of Verbal Response
Paraphrase
Affirm Contact
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Clarify the Implicit
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Reflect “core” feelings
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Reflective Listening:
Use Nonverbal
Silence
Speaker:
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Listener:
•
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•
• Useful to open a
relationship
• Improves
communication
• Be aware of cultural
differences
• Use moderate eye
contact
• Use times of no eye
contact for privacy and
control
One-way vs. Two-way
Communication
One-Way
Communication –
Two-Way
Communication –
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•
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Five Keys to Effective
Supervisory Communication
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Barriers to Communication
Communication
Barriers –
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Gateways to Communication
Communication Gateways –
• Physical separation gateways
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• Status differences gateways
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Gateways to Communication
• Gender differences gateways
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• Cultural diversity gateways
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• Language gateways
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Defensive Communication
Defensive Communication –
Leads to
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injured feelings
communication breakdowns
alienation
retaliatory behaviors
nonproductive efforts
problem solving failures
Nondefensive Communication
Nondefensive Communication –
Provides
– basis for defense when attacked
– restores order, balance, and
effectiveness
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Two Defensiveness Patterns
______________________ –
characterized by passive,
submissive, withdrawing
behavior
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_______________________ –
characterized by active,
aggressive, attacking behavior
Defensive Tactics
Boss
Defensive Tactic
Example
“Finish this report by
month’s end or lose your
promotion.”
“A capable manager would
already be done with this
report.”
“You must be a slow learner.
Your report is still not
done?”
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“How can I trust you, Chris,
if you can’t finish an easy
report?”
Defensive Tactics
Employee
Defensive
Tactic
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Example
“Morgan has not gone over
with me the information I need
for the report.” [Morgan left
Chris with a copy of the report.]
“Morgan did not give me input
until just today.”
“You can’t be serious! The
report isn’t that important.”
“I gave it to the secretary. Did
she lose it?”
Nondefensive
Communication:
A Powerful Tool
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Nonverbal Communication
all elements
of communication that do not involve
words
Four basic types
–
an individual’s perception and
use of space
–
study of body movements,
including posture
–
movements that
add cues for the receiver
–
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variations in speech, such
as pitch, loudness, tempo, tone, duration,
laughing, & crying
Proxemics:
Territorial Space
Territorial Space –
a = _____________ <1.5’
b = _____________ 1.5-4’
c = ___________ 4-12’
d = ___________ >12’
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a
b
c
d
Proxemics:
Seating Dynamics
Seating Dynamics –
X
X O
O
X
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O
O X O
Paralanguage
Variations in speech send messages
What message is sent by
– High-pitched, breathy voice
– Rapid, loud speech
– Interruptions
– Tongue clicking
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Examples of
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Decoding Nonverbal Cues
Kinesics and Facial and Eye Behavior
Boss fails to acknowledge
employee’s greeting
No eye contact
while
communicating
Boss breathes
heavily and
waves arms
Manager sighs deeply
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
Communicative Disease
Communicative Disease –
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Positive, Healthy
Communication
__________________
_________________
_________________
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Information Communication
Technology (ICT)
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Characteristics of ICT
• Instant exchange of information
across _______________ and
___________________
• Schedules and office hours
become _________________
• Normal considerations of
_________ and __________ less
important
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How ITC Affects Behavior
• Impersonal—
interaction with a
machine
• Flaming, rude, or
obscene
outbursts
• Bluntness
• Intimacy
• Uninhibitedness
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• Interpersonal
skills—tact and
graciousness
• Nonverbal
cues—emotional
element
• Clues to power,
organizational
position,
departmental
membership
Other Ways ITC
Affect Behavior
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Tips for Effective Use of ICT
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