COMMERCE 2BA3 ORGANIZATIONAL

BEHAVIOURClass 7

Communication

Dr. Christa Wilkin

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Brain Teasers

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Last Class

There are different ways to socialize newcomers so that they have realistic expectations and learn organizational culture

There is a difference between leading and managing

THIS CLASS Communication

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Agenda

The Communication Process Verbal and non-verbal communication Potential gender differences Communication across cultures The medium used to communicate

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CH 10: COMMUNICATION

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Exercise

The telephone game

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What is Communication?

The process by which information is exchanged between a sender and a receiver.

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A Model of the Communication Process

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Chain of Command

Downward communication E.g., A vice-president of production might instruct

a plant manager to gear up for manufacturing a new product.

Upward communication E.g., A chemical engineer who conceives of a new

plastic formula with unique properties might pass this on to the research and development manager

Horizontal communication E.g., The research development tells the

marketing manager of this new formula

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Quiz Question

Sticking with the strict chain of command is most likely to impede __________ communication.

A) formal B) downward C) horizontal D) upward E) backwards

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Chain of Command

Informal communication, slow, filtering

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The Grapevine

An organization’s informal communication network

The grapevine cuts across formal lines of communication

Question: What are some positive or negative aspects of grapevines?

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The Verbal Language of Work

Jargon refers to the specialized language used by job holders or members of particular occupations or organizations E.g., words used for instant messaging (lol,

ttyl) E.g., I’m going to play squash at DBAC first

but I’ll meet you at Mills after I stop by my res.

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The Nonverbal Language of Work

Nonverbal communication refers to the transmission of messages by some medium other than speech or writing.

Major forms of nonverbal communication include: Body language Props, artifacts, and costumes

Office décor (family pics) and seating arrangement

Clothing (business suit vs. track suit)

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Question

Do men and women communicate differently?

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Gender Differences

Getting credit Men are more likely than women to blow

their horn about something good they have done.

Confidence and boasting Men tend to be more boastful about

themselves and their capabilities. Asking questions

Men are less likely to ask questions.

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Gender Differences

Apologies Men avoid ritual apologies because it is a

sign of weakness. Feedback

Men are more blunt and straightforward. Compliments

Women are more likely to provide compliments.

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Gender Differences

Ritual opposition Men often use ritual opposition or fighting

as a form of communication and to exchange ideas.

Managing up and down Men spend much more time

communicating with their superiors and talking about their achievements.

Indirectness Women tend to be indirect when giving

orders.

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So What?

The differences in communication styles between men and women almost always reflect negatively on women and place them in a one-down position.

Need to recognize that people have different linguistic styles and be able to use different communication styles so you can adjust your style to any given situation.

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Cross-Cultural Communication

Many of the failures in business and management stem from problems in cross-cultural communication.

Important dimensions of cross-cultural communication: Language differences Nonverbal communication

E.g., eye contact disrespectful Etiquette and politeness

E.g., when to show up for dinner? Social conventions

E.g., greetings; Dumela Ma in Setswana Cultural context

E.g., literalness of message; break a leg

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Question

If you need to terminate someone’s employment, which medium would you use (e.g., memo, phone, etc)?

E.g., celebrity apprentice clip

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Media Richness Theory

Ambiguous Type of Message Clear

Richest Channel Richness Leanest

Face to Face talking

Phone E-mail Memos, letters

Newsletters, reports, bulletins

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QUESTIONS?

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Summary

Communication is more than what you say How you say it Nonverbal communication In what (cultural) context

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For Next Class

Read Chapter 11 on Decision Making and Chapter 12 on Power, Politics and Ethics

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