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Chapter 8 Organizational Behavior: Foundations, Realities, & Challenges Nelson & Quick, 5th edition Communication Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication Communication – Interpersonal Communication – Communicator – Receiver – Perceptual Screen – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Communication Data – Information – Richness – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved / / / / / / / / / Basic Interpersonal Communication Model / / / / / / / / / Message • Context • Affect ________________ / / / / / / / / / / / / / / / / / / ___________________ 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 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved What I heard you say was we will understand the process better if we break it into steps Reflective Listening • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflective Listening Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 • • • • Clarify the Implicit Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Reflect “core” feelings • • • • Reflective Listening: Use Nonverbal Silence Speaker: • • Listener: • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved • • 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 – • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Five Keys to Effective Supervisory Communication • • • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Barriers to Communication Communication Barriers – • • • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Gateways to Communication Communication Gateways – • Physical separation gateways – – • Status differences gateways – – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved – Gateways to Communication • Gender differences gateways – • Cultural diversity gateways – • Language gateways – – – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved – Defensive Communication Defensive Communication – Leads to – – – – – – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Two Defensiveness Patterns ______________________ – characterized by passive, submissive, withdrawing behavior Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved _______________________ – 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?” Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved “How can I trust you, Chris, if you can’t finish an easy report?” Defensive Tactics Employee Defensive Tactic Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 • • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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’ Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved a b c d Proxemics: Seating Dynamics Seating Dynamics – X X O O X Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Examples of Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved 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 – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Positive, Healthy Communication __________________ _________________ _________________ Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Information Communication Technology (ICT) • • • • • Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved Characteristics of ICT • Instant exchange of information across _______________ and ___________________ • Schedules and office hours become _________________ • Normal considerations of _________ and __________ less important Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved How ITC Affects Behavior • Impersonal— interaction with a machine • Flaming, rude, or obscene outbursts • Bluntness • Intimacy • Uninhibitedness Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved • Interpersonal skills—tact and graciousness • Nonverbal cues—emotional element • Clues to power, organizational position, departmental membership Other Ways ITC Affect Behavior • • • • – Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved – Tips for Effective Use of ICT Copyright ©2006 by South-Western, a division of Thomson Learning. All rights reserved