LECTURE 7: COMMUNICATION

Zorana Svedic

BUS 272 Behaviour in Organizations

Agenda
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Questions? Midterm Exam Results Communication

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OBJECTIVES
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By the end of todays class, you should be able to

Identify and recognize the common barriers to effective communication Listen actively Describe how communication differs across cultures and genders

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Contemporary Communication
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The Communication Process

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Choose message

Encode message

Choose channel

Sender

Receiver

Provide feedback

Decode message
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Media Richness & Social Presence

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MOST SOCIAL PRESENCE

LEAST SOCIAL PRESENCE

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Media Naturalness Theory

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high degree of co-location high degree of synchronicity ability to convey and observe facial expressions ability to convey and observe body language ability to convey and listen to speech

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Barriers to effective communication

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Filtering

The sender manipulates information so that it will be seen more favourably by the receiver

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Barriers to effective communication

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Selective Perception

The receivers selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics

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Barriers to effective communication

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Defensiveness

When individuals feel that they are being threatened, they tend to react in ways that reduce their ability to achieve mutual understanding

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Barriers to effective communication

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Information Overload

The state of having more information than one can process

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Barriers to effective communication

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Language

Words mean different things to different people

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How to reduce defensive communication!

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Change your perspective! Active listening Dont evaluate Paraphrase Use nonverbal cues to show youre listening

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Active Listening Guide

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Make eye contact Exhibit affirmative head nods and appropriate facial expressions Avoid distracting actions or gestures Ask questions Paraphrase Avoid interrupting the speaker Dont over-talk Make smooth transitions between the roles of speaker and listener
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Organizational Communication
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Direction of Communication

Downward

Communication that flows from one level of a group to a lower level

Managers to employees

Upward

Communication that flows to a higher level of a group

Employees to manager

Lateral (Horizontal)

Communication among members of the same work group, or individuals at the same level
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Communication Networks
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Formal Networks

Task-related communications that follow the authority chain (vertical)

Chain, Wheel, All-Channel

Informal Networks (The Grapevine Rumours)

Communications that flow along social and relational lines

Not controlled by management Perceived as more believable and reliable than formal comm. Largely used to serve the self-interests of those people within it

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Electronic Communication
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Email

Misinterpretation, negative information, overuse, emoticons, privacy issues Intrusive, distracting, cryptic, less secure

Instant Messaging (IM) and Text Messaging (TM)

Messaging is better for short messages that will be quickly deleted (more informal) Email is better for long messages that need to be saved (more formal)
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Tips on effective emailing

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Use a meaningful subject line Use emoticons and acronyms sparingly for business emails may differ across cultures Write clearly and briefly Copy e-mails to others only if they really need the info Sleep on angry e-mails Do not assume privacy Respond promptly Proofread Do not write in CAPITALS Do not forward chain mails
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Communication Differences
Across Genders

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Context
Purpose Conflict/problem Directness
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Men
Emphasize status Seek/Offer solutions Direct

Women
Create connection Promote closeness Indirect
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Man vs. Women (Schnick, 1993)

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Men
Report talk Gives advice quickly and directly Avoids asking for information Less sensitive to nonverbal cues

Women
Rapport talk Gives advice indirectly and reluctantly Frequently asks for information More sensitive to nonverbal cues

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Gender and Paralanguage

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Males
Used informal language Used imperatives Used 3rd person pronouns Used slang Referenced authorities Spoke aggressively Interrupted women Changed topic

Females
Fostered participation Fostered communication Self-disclosed Made personal references Listened actively Used emotional tone Rephrased statements Asked for clarification
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Communication Differences
Across Cultures

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Language
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Barriers caused by
Semantics Word connotations Tone differences Differences among perceptions

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Nonverbal Communication
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Messages conveyed through body movements, intonations and emphasis, facial expressions, and the physical distance between the sender and the receiver Barriers caused by

Kinesics (body motions)

Intonations (emphasis) Facial expressions Eye contact Physical distance (contact vs. no-contact)
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Proxemics (physical space)

Silence
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Silence = an absence of speech or noise

Not necessarily inactioncan convey:

Thinking or contemplating a response to a question Anxiety about speaking Agreement, dissent, frustration, or anger

Be aware of what silence might mean in any communication

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High vs. Low Context Cultures

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Source: Based on the work of E. T. Hall. From R. E. Duleck, J. S. Fielden, and J. S. Hill, International Communication: An Executive Primer, Business Horizons, January-February 1991, p. 21. BUS 272

Integrated Cultural Dimensions

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High Context (HC)

Collectivistic (COL)
information implicitly stated

Context
stored information

Meaning

information explicitly stated

explicitly transmitted

Information
Individualistic (IND)
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Low Context (LC)

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Cross-Cultural Communications
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Helpful Hints

Assume differences Emphasize description Practice empathy & active listening Treat your interpretations as a working hypothesis
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Summary
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Communication works through choosing the correct channel, being an effective listener, and using feedback Errors arise from filtering, selective perception, defensiveness, information overload, and language Communication can flow vertically and laterally, and by formal and informal channels in organizations The big topics in communication are the importance of nonverbal communication and silence, gender, and cross-cultural differences in communication

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Next Week
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Thank you!

To Do List
Quiz 8 Chapter 9

Have a safe & pleasant week

Readings
Chapter 9

Self-Tests
What is your primary conflict-handling style (p.361)

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