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Organization Process
By Daniel Damaris NS
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Organization Process
Contents
Managing
Communication
Decision
Making
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Organization Process
MANAGING
COMMUNICATION
Managing Communication
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Philosophy
Manager = Communicator
Fact
They always communicate
something
??
What’s the effect?
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Communication
From the Latin, communis
Communis is common
Communication:
 Transmission information & understanding
 Use common symbols
Common symbols:
 Verbal
 Non-Verbal
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Communication Process
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Communication Model
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Non-verbal Message
Vocal inflection:
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Loudly or softly
Quickly or slowly
With controlled or uncontrolled inflection
High or low pitch
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Non-verbal Message (cont.)
Emblems are gestures much like sign
language, e.g:
 OK sign: with thumb & forefinger
 The V sign: for peace or victory
 High five & closed-fist pump: for significant
achievement
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Non-verbal Message (cont.)
Illustrators are gestures that a give picture
of what is being said
Regulators are movement that regulate a
conversation, e.g:
 an upraised palm from the receiver tells a
sender to slow down
 an arched eyebrow can convey a request for
the sender to clarify what has been said
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Non-verbal Message (cont.)
Adaptors are expressions used to adjust
psychologically to the interpersonal
climate of a particular situation, e.g:
 drumming fingers on a table
 tugging a strand of hair, or
 jiggling a leg or foot are all ways of releasing
some degree of stress
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Non-verbal Message (cont.)
Affect displays, usually subconscious,
directly communicate an individual’s
emotions, e.g:
 Facial expressions
 Body positions, e.g: (arms folded across the
chest ) communicates defensiveness or often
dislike
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Communicating Across Culture
Potential Sources of
Cross-Cultural
Miscommunication
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Communicating within Organizations
Directions Communications
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Downward communication
Upward communication
Horizontal communication
Diagonal communication
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Communication & Technology
 Intranet/Internet/Extranet
 E-Mail, Messaging, Social Networking
 Smartphone
 Voice-mail
 Videoconference, Teleconference, E-Meeting/ECollaboration
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Rumor
Unverified believe, both inside the
organization (internal rumor) and outside the
organization (external rumor)
4 categories of rumor:
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Pipe dreams/wish fulfillment
The bogie rumors
Wedge drivers
Home-stretchers
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Interpersonal Communications
Interpersonal Styles
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Interpersonal Strategies
Exposures
Increasing the arena
area
Reducing the façade
area
Feedback
Reducing the blind
spot area
Increasing the arena
area
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Managerial Styles
Type A
Type B
Autocratic leader
Typically aloof & cold
Poor interpersonal
communicator
Managers who seek
good relationship with
subordinates
Unable to openly
express feelings
Ineffective
interpersonal
communicator
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Managerial Styles (cont.)
Type C
Interested in the their
own ideas & opinions
Not idea & opinion of
other
Ineffective
interpersonal
communicator
Type D
Managers who seek
free to express
feelings to the other
To have others
express feelings
Most effective
interpersonal
communicator
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Barriers to Effective
Communication
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Barriers to Effective
Communication (cont.)
Frame of Reference
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Barriers to Effective
Communication (cont.)
Communication Overload
Improving Communication in an
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Organization
Following Up
Regulating Information Flow
Using Feedback
Empathy
Repetition
Encouraging Mutual Trust
Effective Timing
Simplifying Language
Effective Listening
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Improving Communication in
an Organization (cont.)
Improving Communication in Organization
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Organization Process
DECISION
MAKING
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Decision Making
INTRODUCTION
The quality of managerial decisions is a critical
determinant of the manager’s effectiveness.
Managers need to make wise and informed
decisions.
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Decision Making (cont.)
The types of decision:
 Programmed decision
 Non-programmed decision
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The Types of Decision
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The Decision Making Process
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Identifying Problems
Identifying the exact problem can be
hindered by certain factors:
 Perceptual problems
 Defining problems in terms of solution
 Identifying symptoms as problems
 The types of problems:
 Opportunity
 Crisis
 Routine
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Behavioral Influences on Individual
Decision Making
Ethical decision making
Values
Personality
Propensity for risk
Potential for dissonance
Escalation of commitment
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Ethical Decision Making
Ethics is a system or code that guides
individuals’ conduct
It helps individuals evaluate different
alternatives to a problem in terms of right or
wrong
Factors influencing ethical decision making:
 Individual Factor
 Organization Factor
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Ethical Decision Making (cont.)
Individual factors influencing ethical decision
making:
 Gender
 Moral philosophy
 Values
 Education
 Work experience
 Age
 Awareness
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Ethical Decision Making (cont.)
Group and organization factors influencing
ethical decision making:
 Influence of significant others (in workplace)
 Organizational culture & climate
 Code of ethics
 Reward & sanctions
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Values
Value: the guidelines a person uses when
confronted with a situation in which a choice
must be made.
Values’ influence on the decision-making
process is profound:
 In establishing objectives
 In developing alternatives
 In choosing alternatives
 In implementing a decision
 In the control & evaluation phase
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Personality
Personality variables on the process of
decision making:
 Personality variables, e.g: the attitudes,
beliefs, and needs of the individual
 Situational variables, e.g: external, observable
situations in which individuals find
themselves.
 Interactional variables, e.g: the individual’s
momentary state that results from the
interaction of a specific situation with
characteristics of the individual’s personality
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The Framework for Classifying
Decisions
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The Quality of Decision Improves
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Stimulating Creativity in Group
Decision Making
The techniques for stimulating creativity in group
decision making:
 Brainstorming
 Delphi process
 The nominal group technique (NGT)
See You Again……
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