Chap 11 - Organizational Communication - Student Version

8/3/2019 Chap 11 - Organizational Communication - Student Version

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Organizational Communication


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Upward Communication Serial communication

MUM effect

open-door policy

Attitude surveys

Focus groups

Exit interviews

Suggestion boxes

Third party facilitators Liaison

Ombudsperson


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Organizational CommunicationDownward Communication

Bulletin boards Policy manuals Newsletters Intranets


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Organizational CommunicationBusiness Communication

Memos Telephone calls Email Voice mail


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Email Etiquette

Include a greeting Included a detailed subject line Dont write in all caps

Delete unnecessary information when forwardingemail

Avoid grammar and spelling mistakes

Dont spend company time on personal email Allow ample time for a person to respond


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Voice Mail Etiquette

Speak slowly Give your name at the beginning of the message and

then repeat it at the end

Spell your name Leave your phone number Indicate good times for the person to return your call Dont ramble

Dont include information you dont want others tohear


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Informal Communication

Grapevine single-strand pattern gossip pattern

probability pattern

cluster pattern

Rumor


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Single StrandJones Smith Brown Tinker Evers

Grapevine Patterns

GossipTinker

Brown Evers FreySmith Chance Martin

AustinJones


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Probability

Brown Alston Evers Chance FreyMartin

Smith Jones Tinker

Cluster BrownSmith Frey Alston Martin

Tinker Evers Chance

Jones


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Interpersonal Communication

The exchange of a message across acommunication channel from one person to

another Three problem areas

Intended message versus message sent

Message sent versus message received Message received versus message interpreted


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EncodesMessage

SendsMessage

ReceivesMessage

DecodesMessage

Sender Receiver

What I wantto say

What I say I hear

her say

I think

she means


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Problem Area I: Intended

Message Versus Message Sent

Think about what youwant to communicate

Practice what you want tocommunicate

Learn bettercommunication skills


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Problem Area II: Message Sent

Versus Message Received

Actual words used Communication channel Noise Nonverbal cues Paralanguage Artifacts

Amount of information


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Actual Words Used

The word fine to describe jewelry

to describe the weather to describe food or sex

The applicant was a: female

girl babe

woman


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Use concrete words and ask how the other

person might interpret your message Avoid such words as:

as soon as possible

Ill be back soon Ill be out for a while

Why not be specific? Avoid confrontation

test the water Avoid being the bad guy

(MUM effect)


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Gender Differences in Communication

(Tannen, 1986 & 1990) Men

Talk about major events

Tell the main point

Are more direct

Use uh-huh to agree

Are comfortable with silence

Concentrate on the words spoken

Sidetrack unpleasant topics

Women Talk about daily life

Provide details

Are more indirect

Use uh-huh to listen

Are less comfortable with silence

Concentrate on nonverbal cues and paralanguage

Focus on unpleasant topics


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Communication Channels

Oral in-person word-of-mouth answering machine

Nonverbal Written

personal letter/memo general letter/memo e-mail


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Noise Actual noise Appropriateness of the channel Bias Feelings about the person

communicating Mood

Perceived motives


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Nonverbal Cues

Are ambiguous Those that arent, are called

emblems Gender and cultural

differences are common Nonverbal cues are thought

to be 80% of the messagereceived


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Nonverbal Cues Include

Eye contact Expressions

Micro-expressions Posture Arm and leg use Motion Touching


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Use of Space

Intimacy zone 0 to 18 inches

close relationships

Personal distance zone 18 inches to 4 feet friends and acquaintances

Social distance zone

4 to 12 feet

business contacts and strangers Public distance zone

12 to 25 feet


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Use of Time

Being late Leaving a meeting early Setting aside time for a

meeting Multi-tasking (working

while talking)


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Basic Assumptions About

Nonverbal Cues & Paralanguage People are different in their

use of nonverbal cues and

paralanguage Standard differences among

people reveal informationabout the person

Changes in a persons stylereveal new messages


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Paralanguage

Rate of speech Loudness

Intonation Amount of talking Voice pitch Pauses


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The Importance of Inflection

Idid not say Bill stole your car. I did not say Bill store your car. I did not say Bill stole your car. I did not say Billstole your car. I did not say Bill stole your car. I did not say Bill stoleyour car. I did not say Bill stole yourcar.


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Artifacts Our office

dcor desk placement

What we wear clothing accessories hair styles

tattoos The car we drive

The house we live in


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The Amount of Information

When we have too much information,we tend to:

Assimilate Sharpen Level


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The Amount of InformationReactions to Information Overload

Omission Error Queuing Escape Use of a gatekeeper Use of multiple channels


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Problem Area III: Message Received

Versus Message Interpreted

Listening Skills Listening Style Emotional State Cognitive Ability

Bias


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The Importance of Listening

70% of a managers job is

spent communicating Of that time

9% is spent writing

16% is spent reading

30% is spent speaking 45% is spent listening


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Listening Skills

Stop talking and listen Show the speaker you want to listen Empathize with the speaker Dont ask excessive questions Remove distractions

Keep an open mind Use appropriate

nonverbal cues Let the other person

finish speaking

Try to understandwhat the otherperson means


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Listening Styles

(Geier & Downey, 1980)

Leisure

Inclusive Stylistic Technical Empathic Nonconforming


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Other Factors

Emotional State Anger Fear

Anxiety Excitement

Love

Bias Cognitive Ability Drugs and Alcohol


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Writing is easiest to read when it:

has short sentences

uses simple rather thancomplicated words uses common rather

than unusual words


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Comparison of Readability Scales

Readability Index

Method Fry Flesch FOG Dale-Chall

Average number of syllables

per word

X X

Average sentence length X X

Average number of words persentence

X

Average number of 3-syllablewords

X

Number of unusual words X

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Chap 11 - Organizational Communication - Student Version

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