Chapter 15: Chapter 15: CommunicationCommunication

Creating Effective Creating Effective OrganizationsOrganizations

Communications for Communications for Effective OrganizationsEffective Organizations1.1. Individual employees must have effective Individual employees must have effective

interpersonal communications to share ideas interpersonal communications to share ideas and information as well as collaborate with and information as well as collaborate with others. Effective communication consists of others. Effective communication consists of following appropriate problem solving following appropriate problem solving strategies to resolve conflicts. Effective strategies to resolve conflicts. Effective listening and supportive communication are listening and supportive communication are often the keys to good communication.often the keys to good communication.

2.2. Communications networks and Communications networks and communications roles can help or hinder the communications roles can help or hinder the performance of the organization. Managers performance of the organization. Managers need to assess the effectiveness of the need to assess the effectiveness of the organization’s key communications networks to organization’s key communications networks to ensure that employees are getting timely and ensure that employees are getting timely and appropriate communications to complete their appropriate communications to complete their work.work.

3.3. Managers should foster a culture that Managers should foster a culture that encourages open communications.encourages open communications.

The Communication The Communication ProcessProcess

EncodinEncodingg

ProcessProcess

DecodinDecodingg

ProcessProcess

EncodinEncodingg

DecodinDecodingg

MessageMessageandand

ChannelChannel

FeedbackFeedback

PerceivedPerceivedMessageMessage

IntendedIntendedMessageMessage

The The sourcesource with information with informationTo communicateTo communicate The The receiverreceiver who receives the who receives the

message and provides feedbackmessage and provides feedback= Noise= Noise

Interpersonal Interpersonal Communications Communications ModelModel

Colleague Colleague OutcomesOutcomes

1.1. Role clarityRole clarity2.2. Satisfaction with Satisfaction with

local personlocal person3.3. General job General job

satisfactionsatisfaction4.4. Work unit Work unit

effectivenesseffectiveness

Focal Person’sFocal Person’sCommunication StyleCommunication Style

1.1. Careful transmissionCareful transmission2.2. Open and two-wayOpen and two-way3.3. FrankFrank4.4. Careful listeningCareful listening5.5. InformalInformal

Internalized EffectInternalized Effecton Colleagueon Colleague(determined by the(determined by thecredibility of focal credibility of focal person)person)

1.1. TrustworthyTrustworthy2.2. InformativeInformative

Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, Source: Rudi Klauss and Bernard M. Bass, Interpersonal Communication in Organizations, (New York Academic Press, 1982), p. 69. Used by permission.(New York Academic Press, 1982), p. 69. Used by permission.

Principles of Principles of Supportive Supportive CommunicationCommunication DescriptiveDescriptive Problem-OrientedProblem-Oriented FlexibleFlexible OwnedOwned

Effective Effective Communication Communication ResponsesResponses Probing Probing ReinterpretiveReinterpretive ReflectiveReflective

Ineffective Ineffective Communication Communication ResponsesResponses EvaluativeEvaluative Confrontive/ForcingConfrontive/Forcing DivertingDiverting PacifyingPacifying

Communication Communication NetworksNetworks

WheelWheelCircleCircle

ChainChain

YY All-ChannelAll-Channel

Communication RolesCommunication Roles

GatekeepersGatekeepersIndividuals Individuals who control who control the flow of the flow of communicatiocommunication through a n through a communicatiocommunication channeln channel

Communication RolesCommunication Roles

LiaisonsLiaisonsIndividuals Individuals who connect who connect two or more two or more groups within groups within an an organization organization without without belonging to belonging to either groupeither group

Communication RolesCommunication Roles

Opinion Opinion LeadersLeadersIndividuals Individuals who who informally informally influence the influence the attitudes and attitudes and behaviors of behaviors of other group other group membersmembers

Communication RolesCommunication Roles

Boundary Boundary SpannersSpannersIndividuals who Individuals who communicate with communicate with the organization’s the organization’s environmentenvironment