Lecture 6 (Chapter 11 Communication)
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Transcript of Lecture 6 (Chapter 11 Communication)
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Communication
Riki Takeuchi, Fall 2013
CHAPTER 11
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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
Riki Takeuchi, Fall 2015
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Communication •The process by which information is transmitted and understood between two or more people
•Transmitting the sender’s intended meaning (not just symbols) is the essence of good communication
Riki Takeuchi, Fall 2015
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Functions of communication
•Coordinating work activities
•Fulfilling drive to bond
•Knowledge management
•Decision making
Riki Takeuchi, Fall 2015
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Communication process model
Receiver
Decode message
Encode feedback
Form feedback
Sender
Form message
Encode message
Decode feedback
Transmit Message
Transmit Feedback
Noise
Receive encoded message
Receive feedback
Channel
Riki Takeuchi, Fall 2015
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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
Riki Takeuchi, Fall 2015
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Voice intonation
Placement of the emphasis
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
What it means
I was going to take someone else.
Instead of the guy you were going with.
I can’t find a reason why I shouldn’t take you.
Do you have a problem with me?
It’s my treat.
Instead of a drink.
Not tomorrow night.
Riki Takeuchi, Fall 2015
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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
Riki Takeuchi, Fall 2015
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Choosing the right channel: Media richness
Oversimplified Zone
Overloaded Zone
Nonroutine/ ambiguous
Rich
Media Richness
Situation
Lean
Routine/ clear
Multiple forms of
exchange?
Immediate feedback?
Customized?
Riki Takeuchi, Fall 2015
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Communication barriers •Imperfect perceptual process
•Filtering
•Language
•Ambiguity
•Jargon
•Information overload
•Cross-cultural communication
•Gender differences
Riki Takeuchi, Fall 2015
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Information overload
Episodes of information overload
Employee’s information processing capacity
Time
Information Load
Riki Takeuchi, Fall 2015
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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
Riki Takeuchi, Fall 2015
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Cross-cultural communication
•Verbal differences
•Language
•Vocabulary
•Accent
•Conversation overlaps
Riki Takeuchi, Fall 2015
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Cross-cultural communication
•Verbal differences
•Language
•Vocabulary
•Accent
•Conversation overlaps
•Nonverbal differences
•Silence
•Interpreting nonverbal meaning
Riki Takeuchi, Fall 2015
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Gender communication differences
Men Women
Gives advice quickly and directly
Gives advice indirectly and reluctantly
Report talk Rapport talk
Conversations are negotiations of status
Conversations are bonding events
Less sensitive to nonverbal cues
More sensitive to nonverbal cues
Riki Takeuchi, Fall 2015
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Communication barriers
•Imperfect perceptual process
•Filtering
•Language
•Ambiguity
•Jargon
•Information overload
•Cross-cultural communication
•Gender differences
Other barriers?
Riki Takeuchi, Fall 2015
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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
Riki Takeuchi, Fall 2015
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Active listening process and strategies
Active Listening
Sensing • Postpone evaluation • Avoid interruptions • Maintain interest
Evaluating • Empathize
• Organize information
Responding • Show interest
• Clarify the message
Riki Takeuchi, Fall 2015
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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) Riki Takeuchi, Fall 2015
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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
Riki Takeuchi, Fall 2015
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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