CHAPTER 11

Communication

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Learning objectives

Communication functions and process

Communication channels
Verbal and nonverbal communication
Information technologies and
communication
Media richness
Communication barriers
Improving interpersonal communication
Organizational communication
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Communication
The process by which information is
transmitted and understood between two or
more people

Transmitting the senders intended meaning

(not just symbols) is the essence of good
communication

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Functions of communication
Coordinating work activities
Fulfilling drive to bond
Knowledge management
Decision making

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Communication process model

Sender
Form
message

Encode
message

Channel
Transmit
Message

Receiver
Receive
encoded
message

Decode
message

Encode
feedback

Form
feedback

Noise
Decode
feedback

Receive
feedback

Transmit
Feedback

Riki Takeuchi, Fall 2015

Communication channels
Verbal
Face-to-face interaction
Oral and written communication
Nonverbal
Actions, facial expressions, gestures, voice
intonation, physical distance, silence
As parallel conversation in face-to-face
meetings
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Voice intonation
Placement of the emphasis
Why dont I take you to dinner tonight?
Why dont I take you to dinner tonight?

What it means
I was going to take someone else.
Instead of the guy you were going
with.

Why dont I take you to dinner tonight?

I cant find a reason why I

shouldnt take you.

Why dont I take you to dinner tonight?

Do you have a problem with me?

Why dont I take you to dinner tonight?

Its my treat.

Why dont I take you to dinner tonight?

Instead of a drink.

Why dont I take you to dinner tonight?

Not tomorrow night.

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Characteristics of nonverbal
communication
Less rule bound
More ambiguous and susceptible to
misinterpretation
Some facial expressions are hardwired and
universal
Automatic and unconscious
Important part of emotional labor

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Choosing the right channel: Media richness

Multiple
forms of
exchange?

Immediate
feedback?

Rich
Overloaded
Zone

Media
Richness
Oversimplified
Zone

Customized?
Lean
Routine/ clear

Situation

Nonroutine/ ambiguous
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Communication barriers
Imperfect perceptual process
Filtering
Language
Ambiguity
Jargon
Information overload
Cross-cultural communication
Gender differences

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Information overload
Episodes of information overload

Employees
information
processing
capacity

Information Load

Time
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Managing information overload

Increase information processing capacity
Read faster
Scan through documents more efficiently
Remove distractions
Time management
Temporarily work longer hours
Reduce information load
Buffering
Omitting
Summarizing
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Cross-cultural communication
Verbal differences
Language
Vocabulary
Accent
Conversation overlaps

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Cross-cultural communication
Verbal differences
Language
Vocabulary
Accent
Conversation overlaps
Nonverbal differences
Silence
Interpreting nonverbal meaning
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Gender communication differences

Men
Report talk
Gives advice
quickly and directly

Conversations are
negotiations of status
Less sensitive to
nonverbal cues

Women
Rapport talk
Gives advice indirectly
and reluctantly

Conversations are
bonding events
More sensitive to
nonverbal cues
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Communication barriers
Imperfect perceptual process
Filtering
Other
Language
barriers?
Ambiguity
Jargon
Information overload
Cross-cultural communication
Gender differences
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Getting your message across

Empathize
Repeat the message
Use timing effectively
Be descriptive rather than evaluative
Assume differences until similarity is
proven in cross-cultural communication

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Active listening process and strategies

Sensing
Postpone evaluation
Avoid interruptions
Maintain interest

Active
Listening
Responding
Show interest
Clarify the message

Evaluating
Empathize
Organize information
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Communicating in organizational
hierarchies
Work space design
Physical space
Balance between privacy and social interactions
Web-based information sources
E-zines, blogs, wikis
Employee surveys
Monitor employee morale and attitudes
Direct communication with management
Management by walking around (MBWA)
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Organizational grapevine
Traditional grapevine characteristics
Transmits information rapidly in all directions
Follows a cluster chain pattern
More active in homogeneous groups
Transmits some degree of truth
Changes due to internet
Grapevine media
Social networks are now global
Public blogs and forums extends gossip to
everyone

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Grapevine benefits and limitations

Benefits
Supplements information
Strengthens corporate culture
Relieves anxiety
Fulfills the drive to bond
Limitations
Distortions might escalate anxiety
Perceived lack of concern for employees when
company information is slower than grapevine
Riki Takeuchi, Fall 2015