Organizational Behavior - Communication

1. ORGANIZATIONAL BEHAVIOR NUZUL FARISYA AHMAD FADZIL YANG IDURA MOHD YUSOF BM770/2P 10/25/2011 1 ORGANIZATIONAL COMMUNICATION

2. Communication - Definition The sharing of information between two or more individuals or groups to reach a common understanding 10/25/2011 2

3. Importance of Good Communication Increased efficiency in new technologies and skills Learning, Implementing, Training Expands workers skills Improved quality of products and services Subordinates communicate problems and solutions for increasing quality to superiors 10/25/2011 3

4. Importance of Good Communication Increased responsiveness to customers Empowered workers lower response time to satisfy customer wants and needs More innovation through communication Cross-functional teams communicating effectively produce higher quality products more efficiently 10/25/2011 4

5. The Communication Process 10/25/2011 5

6. Communication Issues Verbal Communication The encoding of messages into words, either written or spoken Nonverbal The encoding of messages by means of facial expressions, body language, and styles of dress 10/25/2011 6

7. Nonverbal Communication Nonverbal Communication - all elements of communication that do not involve words Four basic types Proxemics - an individual’s perception & use of space Kinesics - study of body movements, including posture Facial & Eye Behavior - movements that add cues for the receiver Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

8. Barriers to Communication 10/25/2011 8 Communication Barriers - factors that block or significantly distort successful communication Physical separation Status differences Gender differences Cultural diversity Language

9. The Dangers of Ineffective Communication Managers and their subordinates can become effective communicators by: Selecting an appropriate medium for each message —t here is no one “best” medium. Considering information richness (the amount of information a medium can carry). A medium with high richness can carry much more information to aid understanding. Is there a need for a paper path or electronic trail to provide documentation of the communication? 10/25/2011 9

10. Communication Networks Communication Networks The pathways along which information flows in groups and teams and throughout the organization. Choice of communication network depends on: The nature of the group’s tasks The extent to which group members need to communicate with each other to achieve group goals. 10/25/2011 10

11. Communication Networks Pathways Vertical Manager to upper level managers Manager to subordinates (direct reports) Lateral Manager to other managers 10/25/2011 11

12. Communication Networks 10/25/2011 12

13. Organization Communication Networks Organization Chart A pictorial representation of formal reporting channels in an organization. Communication in an organization flows through formal and informal pathways Vertical communications flow up and down the corporate hierarchy. Horizontal communications flow between employees of the same level. Informal communications can span levels and departments —the g rapevine is an informal network carrying unofficial information throughout the firm. 13

14. 14 Formal and Informal Communication Networks in An Organization

15. Formal communication network 15

16. 16 Communication Networks in Groups and Teams

17. Communication Networks in Groups and Teams 10/25/2011 17

18. Information Richness of Communication Media 10/25/2011 18

19. Collaborative Work Environment 10/25/2011 19 New Technologies for Communication Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

20. Technological Advances in Communication Internet Global system of computer networks used by many firms use it to communicate with their suppliers. World Wide Web (WWW) Provides multimedia access to the Internet. Intranets A company-wide system of computer networks for information sharing by employees inside the firm. 10/25/2011 20

21. How Do New Technologies Affect Behavior? Fast, immediate access to information Immediate access to people in power Instant information exchange across distance Makes schedules & office hours irrelevant May equalize group power May equalize group participation 10/25/2011 21

22. Communication can become more impersonal -interaction with a machine Interpersonal skills may diminish -less tact, less graciousness Non-verbal cues lacking Alters social context Easy to become overwhelmed with information Encourages polyphasic activity 10/25/2011 22

23. Defensive Communication Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing Leads to injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures 10/25/2011 23

24. Non-defensive Communication Non-defensive Communication - communication that is assertive, direct, & powerful Provides basis for defense when attacked restores order, balance, and effectiveness 10/25/2011 24

25. Two Defensiveness Patterns 25

26. Defensive Tactics 10/25/2011 26 Defensive Tactic Speaker Example Power Play Boss “Finish this report by month’s end or lose your promotion.” Put-Down Boss “A capable manager would already be done with this report.” Labeling Boss “You must be a slow learner. Your report is still not done?” Raising Doubts Boss “How can I trust you, Chris, if you can’t finish an easy report?”

27. Defensive Tactics 10/25/2011 27 Defensive Tactic Speaker Example Misleading Information Employee “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] Scapegoating Employee “Morgan did not give me input until just today.” Hostile Jokes Employee “You can’t be serious! The report isn’t that important.” Deception Employee “I gave it to the secretary. Did she lose it?”

28. Tips for Effective Communication

29. Thank You 10/25/2011 29