ORGANIZATIONAL BEHAVIOR

 

Concepts, Controversies and Applications

 

 

Chapter 9

Communication

Communication

The transference and the understanding of meaning

 

Communication Survey Results

The Communication Process Model

 

       

Communication Apprehension

�     Roadblock to effective communication

�     Arises due to undue anxiety about oral or written communication

�     Most people would rather die than speak in public!

 

Not listening exercise:

�   DID communication take place?  Why or why not?

�   How did it feel to be ignored?

�   Was there a �hidden agenda� involved that you picked up?

�   What kinds of things did you TRY that were effective?  NOT effective?

 

How much time listening?

�   Each day we spend 70% of time communicating.  Of that time�

 

�   Listening = 42%

�   Talking    = 32%

�   Reading   = 15%

�   Writing    = 11%

Listening is�     

�   A process

�   A learned behavior (it can improve)

�   Hard work

�   Active, versus PASSIVE listening

 

 

Direction of Communication

 

 

 

Three Common Small Group Networks

 

 

 

 

 

 

 

 

The Informal Network

�     Not controlled by management

�     Believed to be more reliable than formal channel

�     Used to serve self interest of members

 

Questions on Reining in Rumors

�   What crisis did Kroy Inc. face, and how did they deal with it?

�   What does trust have to do with rumors?

�   What IS a rumor, what are its characteristics?

�   In stage one of a rumor�s �life�, what factors lead to its generation?

�   In stage 3 of a rumor�s �life�, what factors add to the belief in a rumor?

�   What SHOULD we do about rumors -- to prevent, neutralize?

 

Changes in Rumors Over Time

�   Leveling:

�   Tendency of rumors to become shorter

�   Sharpening:

�   Tendency to listen to what you want to

�   Assimilation:

�   Tendency of rumors to become more internally consistent as people add missing elements.

 

Nonverbal Communications

�     Body language

�     Intonation

�     Facial expression

�     Physical distance

 

Hierarchy of Channel Richness

 

 

 

 

 

 

 

 

 

Barriers to Effective Communication

�     Filtering

�     Selective perception

�     Emotions

�     Language differences

�  Lack of shared meaning

 

 

 

Linking Leadership and Communication

�      Get CEO Commitment

�      Match actions and words

�      Ensure two-way communication

�      Emphasize face-to-face

�      Share responsibility

�      Confront bad news

�      Shape the message for intended audience

�      Treat communications as an ongoing process

 

 

Ongoing Process of Communications

�     Convey rationale underlying decisions

�     Be timely

�     Communicate continually

�     Link big picture with little picture

�     Don't dictate audience reaction

 

 

 

 

Current Issues in Communication

�     Male-female communication

�     Politically correct communication

�     Cross-cultural communication

�     Electronic communications

 

 

Active Listening:

�  Step One:   Listen to what has been said.

�  Step Two:  Restate the issue using your own interpretation, and acknowledging the emotion behind what�s going on.

�  Step Three:  Ask:  Is that right?

 

 

Benefits of Active Listening:

�   Understand motivations better

�   Addressing root of problems

�   �Band-Aid� on potential employee problems.

�   Development of Interpersonal Communication Skills

 

 

Con�s of Active Listening:

�   Implies ACTION on listener�s part!

�   Takes longer

�   Not always easy... uncomfortable!