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Communicating at Work:Organizational Communication
Chapter 8
Organizational Communication Organizational Communication
“The ways in which groups of people both maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals” (p. 189)
Communication within organizations. Communication across organizations.
Communication Networks Communication Networks
“Patterns of relationships through which information flows in an organization” (p. 190)
Communication Networks Formal Communication
“messages that follow prescribed channels of communication throughout the organization” (p. 190)
Organizational Charts “provide clear guidelines as to who is responsible
for a given task and which employees are responsible for others’ performance” (p. 190)
Organizational Communication Organizational Chart: Formal Communication
PRESIDENT
SALES MANAGER
PRODUCTION MANAGER
REGIONAL MANAGER 1
REGIONAL MANAGER 2
SALES GROUP 1
SALES GROUP 2
TEAM LEADER
PRODUCTION GROUP 1
PRODUCTION GROUP 2
Communication Network Downward Communication
Messages that flow from superiors to subordinates. High status to low status. Job instructions, expectations, motivational items
Upward Communication “messages that flow from subordinates to
superiors” (p. 190) Low power to high power. Reports, job questions, updates
Communication Network
Downward
Upward
PRESIDENT
SALES MANAGER
REGIONAL MANAGER 1
REGIONAL MANAGER 2
SALES GROUP 1
SALES GROUP 2
Communication Network Horizontal Communication
Messages between people with equal status/power. (p. 191)
PRESIDENT
SALES MANAGER
REGIONAL MANAGER 1
REGIONAL MANAGER 2
SALES GROUP 1
SALES GROUP 2
Communication Network Informal Communication
“Any interaction that does not generally follow the formal structure of the organization” (p. 191).
Competent Workplace Comm. Immediacy
Verbal and nonverbal communication used to influence perceptions of closeness. Touching Smiling (being friendly) Being accessible
Influences subordinates to work harder. Communicates trustworthiness. Seem more “socially” attractive.
Competent Workplace Comm. Supportive Communication
“Listening with empathy, acknowledging the feelings of others, and engaging in dialogue to help others maintain a sense of personal control.” (p. 207)
http://www.youtube.com/watch?v=VbEkKa-W55s
Conflict Management Conflict
Where two people perceive to have incompatible goals with each other. We disagree on something. There is a need to reach a resolution.
Conflict Management
Concern
Concern For Other
For Self
Avoiders
Competitors
Compromisers
Collaborators
Accommodators
Conflict Management Avoidance – Deny existence of a conflict.
Competition – Conflict is a “battle.” Put own interests over others.
Accommodation – Set aside own views and accept those of others.
Compromise – Willing to let go of some of your position as long as the other side will do the same.
Collaboration – “Thoughtful negotiation and reasoned compromise whereby both parties agree that the outcome is the best possible solution” (p. 209).
http://you.video.sina.com.cn/b/8741263-1449344870.html (2:10)
Group Activity Look at the organizational chart at the top of
page 191. How could you make this organization more
efficient? Consider Upward, downward, and horizontal communication
Draw this new organizational structure. Present your ideas to the class. EVERYONE in
the group must participate at least some.