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Communicatingin Teams and Organizations
McGraw-Hill/IrwinMcShane/Von Glinow OB 5e Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
Social Networking Communicationat IBM
Standing in front of Beijing’s
Forbidden City, IBM chief
executive Sam Palmisano
communicates through his
Second Life avatar to several
thousand employees worldwide.
9-2
Communication Defined
The process by which information is transmitted and understood between two or more people
Effective communication• Transmitting intended meaning
(not just symbols)
9-3
Importance of Communication
1. Coordinating work activities
2. Organizational learning and decision making
3. Employee well-being
9-4
Receiver
EncodeEncodefeedbackfeedback
FormFormfeedbackfeedback
Sender
FormFormmessagemessage
EncodeEncodemessagemessage
TransmitMessage
TransmitFeedback
Noise
Communication Process Model
DecodeDecodemessagemessage
ReceiveReceiveencodedencodedmessagemessage
DecodeDecodefeedbackfeedback
ReceiveReceivefeedbackfeedback
9-5
Improving Communication Coding/Decoding
1. Both parties have motivation and ability to communicate through the channel
2. Both parties carry the same “codebook”
3. Both parties share similar mental models of the communication context
4. Sender is experienced at communicating the message topic
9-6
About Face on Workplace E-Mail
HiWired executives introduced “Home Week” each month, in which they must not travel. This initiative has helped them rediscover the benefits of face-to-face rather than e-mail communication.
9-7
How E-Mail has Altered Communication
Now preferred medium for coordinating work
Tends to increase communication volume
Significantly alters communication flow
Reduces some selective attention biases
9-8
Problems with E-Mail
Communicates emotions poorly Reduces politeness and respect Inefficient for ambiguous, complex, novel situations Increases information overload
9-9
Social Networking Communication
Social network communication clusters people around interests/expertise
Several types of social network communication• Facebook, MySpace, LinkedIn• Online discussion forums• Avatar sites (e.g. Second Life)• Instant messaging• Wikis
9-10
Nonverbal Communication
Actions, facial gestures, etc.
Influences meaning of verbal symbols
Less rule bound than verbal communication
Important part of emotional labor
Most is automatic and nonconscious
9-11
Emotional Contagion
The automatic process of sharing another person’s emotions by mimicking their facial expressions and other nonverbal behavior
Serves three purposes:1. Provides continuous feedback to speaker
2. Increases emotional understanding of the other person’s experience
3. Communicates a collective sentiment -- sharing the experience
9-12
I Love Rewards Gets Media-Rich Quickly
Every day at 11:15 am,
employees at I Love Rewards
Inc. meet face-to-face for 10
minutes to communicate
priorities and coordinate their
efforts. These quick meetings
provide a personal connection
and highly interactive feedback.
9-13
Choosing the Best Communication Channel: Social Acceptance
How well the communication channel is approved and supported by the organization, team, and individual:
1. Communication channel norms
2. Individual communication channel preferences
3. Symbolic meaning of the communication channel
9-14
Choosing the Best Communication Channel: Media Richness
The channel’s data-carrying capacity needs to be aligned with the communication activity
High richness when channel:
1. conveys multiple cues
2. allows timely feedback
3. allows customized message
4. permits complex symbols
Use rich communication media when the situation is nonroutine and ambiguous
9-15
OversimplifiedZone
OverloadedZone
Nonroutine/Ambiguous
Rich
MediaRichness
Situation
Hierarchy of Media Richness
Lean
Routine/clear
9-16
Factors that Override Media Richness
Ability to multi-communicate with lean channels
More varied proficiency levels
Social distractions of rich channels
9-17
Persuasive Communication
Changing another person’s beliefs and attitudes. Spoken communication is more persuasive because:
1. accompanied by nonverbal communication, adding emotional punch to the message.
2. has high quality immediate feedback whether message is understood and accepted.
3. has high social presence, so receiver is more sensitive to message content and more motivated to accept the message.
9-18
Communication Barriers
Perceptions
Filtering
Language• Jargon• Ambiguity
Information Overload
9-19
Information Overload
Information Load
Episodes of information overload
Employee’s information processing
capacity
Time9-20
Managing Information Overload Solution 1: Increase info processing capacity
• Learn to read faster• Scan through documents more efficiently• Remove distractions • Time management • Temporarily work longer hours
Solution 2: Reduce information load• Buffering• Omitting• Summarizing
9-21
Thumbs Up to the Boss!
In Australia, a co-worker asked Patricia Oliveira why she laughed when he gave the thumbs up that everything is OK. She explained that this gesture “means something not very nice” in her home country of Brazil. After hearing this, several co-workers gave the boss a lot more thumbs up signs!
©Mark M. Lawrence/Corbis
9-22
Cross-Cultural Communication
Verbal differences• Language• Voice intonation• Silence/conversational overlaps
Nonverbal differences• Interpreting nonverbal meaning• Importance of verbal versus
nonverbal
©Mark M. Lawrence/Corbis
9-23
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
Gender Communication Differences
9-24
Getting Your Message Across
1. Empathize
2. Repeat the message
3. Use timing effectively
4. Be descriptive
Courtesy of Microsoft.
9-25
ActiveActiveListeningListening
Active Listening Process & Strategies
SensingSensing• Postpone evaluation• Avoid interruptions• Maintain interest
EvaluatingEvaluating• Empathize• Organize information
RespondingResponding• Show interest• Clarify the message
9-26
Communicating in Hierarchies Workspace design
• Clustering people in teams• Open office arrangements
Web-based organizational communication• Wikis -- collaborative document creation• Blogs -- personal news/opinion for sharing• E-zines -- rapid distribution of company news
Direct communication with management• Management by walking around (MBWA)• Town hall meetings
9-27
Organizational Grapevine
Early research findings• 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• Email becoming the main grapevine medium• Social networks are now global• Public blogs and forums extends gossip to everyone
9-28
Grapevine Benefits/Limitations
Benefits• Fills in missing information from formal sources• Strengthens corporate culture• Relieves anxiety• Signals that problems exist
Limitations• Distortions might escalate anxiety• Perceived lack of concern for employees when
company info is slower than grapevine
9-29
Communicatingin Teams and Organizations
9-30McGraw-Hill/IrwinMcShane/Von Glinow OB 5e
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.