Ch12

Presentation Slidesto Accompany

Organizational Behavior 10th EditionDon Hellriegel and John W. Slocum, Jr.

Chapter 12—Fostering Interpersonal Communication

Chapter 12: Fostering Interpersonal Communication

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Slide 12.1Learning Objectives for Fostering

Interpersonal Communication

Describe the basic elements of interpersonal

communication

Discuss how interpersonal communication

networks affect relationships among employees

Explain the fabric of abilities that foster dialogue

Describe how nonverbal communication affects

dialogue


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Slide 12.2Elements of Interpersonal

CommunicationReceiverSender

Start Meaning Meaning

Encoding

DecodingEncoding

Decoding

Transmitters Channels Receptors

Transmitters ChannelsReceptors

•Interpersonal

Barriers

•Cultural Barriers


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Slide 12.3Examples of Media Richness

Face-to-face dialogue *Videoconference *

Telephone conversation ** Voice mail

* E-mail

* Informal letters/memos

* Organization’s own videos

* Formal written documents

* Formal numerical documents

Single Multiple

Fast

Slow

Sp

eed

of

Per

son

aliz

ed

Fee

db

ack

Cues and Language

* Organization’s Web site


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Slide 12.4Personality Barriers in


Low adjustment

Low sociability

Low conscientiousness

Low agreeableness

Low intellectual openness

Introversion


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Slide 12.5Perceptual Barriers in


Perceptual defense

Stereotyping

Halo effect

Projection

High expectancy effects

Fundamental attribution error

Self-serving bias


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Slide 12.6Direct Barriers in


Noise

Semantics

Language routines

Lying and distortion


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Slide 12.7Cultural Barriers in


Cultural Context

High-context culture

Low-context culture

Body Language

Ethnocentrism


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Slide 12.8Examples of Cultures on the Cultural Context Continuum

Source: Based on Hall, E. Understanding Cultural Differences. Yarmouth, ME.: Intercultural Press,1989; Munter, M. Guide to Managerial Communication: Effective Business writing and Speaking, 5th ed. Englewood Cliffs, N.J.: Prentice-Hall, 1999.

Ch

ines

e

HighContext

LowContext

Ko

rea

n

Jap

an

ese

Vie

tna

me

se

Ara

b

Gre

ek

Sp

anis

h

Ita

lian

En

glis

h

No

rth

Am

eric

an

Sc

and

ina

via

n

Sw

iss

Ge

rman


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Slide 12.9Five Alternative CommunicationNetworks for a Five-Person Team

Star network

Y network

Chain network

Circle network

All-channel network


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Slide 12.10Effects of Five

Communication Networks

Degree ofcentralization Very high

FACTOR STAR Y CHAIN CIRCLEALL-

CHANNEL

Very high

Low

High

Leadershippredictability

Average groupsatisfaction

Range in individualmember satisfaction

High

High

Low

High

Moderate Very low

Moderate

Moderate

Moderate

Very low

High

Very low

Low

Low

Moderate

Low

TYPE OF COMMUNICATION NETWORK


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Slide 12.11Elements in Communication

Openness Closed GuardedDefensive

OpenCandidSupportive

Low High

Hidden

Concealed

Shared

Revealed

TRUST

AGENDAS

GOALS

Is Linked to:

Message Transmission


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Slide 12.12Contextual Factors in

Communication Openness

History of the relationship will affect trust

and risk taking

Guarded interpersonal communication is

understandable and rational: In adversarial relationships but not in

supportive relationships

When someone else has control over your fate


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Slide 12.13Principles of Constructive

Feedback for Fostering Dialogue

Establish trust between sender and receiver

Make feedback specific rather than general

Give feedback when receiver is ready to accept it

Check validity of feedback with receiver

Provide feedback on behaviors the receiver can change

Don’t overwhelm receiver with feedback


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Slide 12.14Guidelines for Effective

Active Listening Have a purpose for listening

Suspend judgment, at least initially

Resist distractions and focus on the sender

Pause before responding to the sender

Rephrase the sender’s message

Seek out important themes

Use the differential between rates of speech and

thought to reflect and search for meaning


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Slide 12.15Basic Types of Nonverbal Cues

Body motion Gestures, facial expressions, eye behavior, etc.

Personal physicalcharacteristics

Paralanguage

Use of space

Physicalenvironment

Time

Body shape, posture, body or breath odors, hair color, skin color, etc.

Voice qualities, speech habits, laughing, etc.

Ways people use and perceive space

Building and room design, furnishings, etc.

Use of time, relationship of time and status, etc.

TYPE OF CUE EXPLANATION AND EXAMPLES

Ch12

Technology

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