Communication-Robbins&Judge-Team11

Communication

InstructorProf. Dr. Tomas Benz

BIS-2012Management in IT

Nguyen Dao Tan Bao Nguyen Thi Ngoc Phu Le An Vinh

04/07/2023 Chapter 11 - Communication 2

1. Introduction

2. What ?– Functions of communication– Communication process– Direction of communication

3. How ?– Interpersonal communication– Organizational communication– Persuasive communication

Agenda

4. Barriers to effective communication

5. Conclusion for Managers


Introduction

• Smoke signals• Sign languague• Birds


Why important?


1. Identify the main functions of communication.2. Describe the communication process and distinguish

between formal and informal communication.3. Contrast downward, upward, and lateral communication,

and provide examples of each. 4. Contrast oral, written, and nonverbal communication.5. Analyze the advantages and challenges of

electronic communication.

Learning objectives


5. Show how channel richness underlies the choice of communication channel.

6. Differentiate between automatic and controlled processing of persuasive messages.

7. Identify common barriers to effective communication.8. Show how to overcome the potential problems in cross-

cultural communication.

Learning objectives


What is Communication?

• Communication– The transfer and understanding of meaning.

• Transfer means the message was received in a form that can be interpreted by the receiver.

• Understanding the message is not the same as the receiver agreeing with the message.

– Interpersonal Communication• Communication between two or more people

– Organizational Communication• All the patterns, network, and systems of

communications within an organization

Constantly talking isn’t necessarily communicating- Joel in Eternal Sunshine of the Spotless Mind


Four functions of Communication

Control

Formal and informal communications act to control individuals’ behaviors in organizations

Formal way• Report tasks, …• Comply company policies

Informal way• Group

Motivation

Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance

Emotional expression Information

Individuals and work groups need information to make decisions or to do their work.

Social interaction in the form of work group communications provides a way for employees to express themselves.


• The Sender – initiates message

• Encoding – translating thought to message

• The Message – what is communicated

• The Channel – the medium the message travels through

• Decoding – the receiver’s action in making sense of the message

• The Receiver – person who gets the message

• Noise – things that interfere with the message

• Feedback – a return message regarding the initial communication

Communication process


Communication processSource: Organizational Behaviour (15e) – Stephen P Robbins & Timothy A Judge

Direction of communication


Vertical communication

Lateral communication

DownwardUpward

Assign goals, provide job instructions, explain policies, .. One-way nature

To be effective: must explain, repeat many times + media

Provide feedback, inform progress, relay the job, … Understand employee’s feeling, for ideas, for improvement Distractions -> communication is increasingly difficult To be effective: reduce distractions, communicate in headlines, prepare agenda.

Save time Facilitate coordination


Interpersonal communication

• Oral+ Speed and feedback– The more people, the greater the potential distortion.



• Written+ Tangible and verifiable+ For complex and lengthy communication + More likely to be well thought out, logical, and clear– Time-consuming + lack of built-in feedback mechanism



Non-verbal communication

Body movement

Intonation

Facial expression

Physical distance

Give fuller meaning to message

Can change message’s meaning

Show more emotion

How closer the relationship



Body movement

Source: http://holdouts.wordpress.com/tag/victory-pose/

I win.. I’m the champion

Usain Bolt

I love you, guys..



Intonation • “I didn’t hang-out with her last night” It isn’t him who went out but someone else.

• “I didn’t hang-out with her last night” it’s not true that he went out

• “I didn’t hang-out with her last night” this is not what he did but maybe something else

Source: http://www.englishbaby.com


Body movement

Interpersonal communicationSource: http://niravparmar51.blogspot.com/

Surprise Confusion Outrage

Shock Embarrassment

Facial expression

1 2 3

4 5


• Can you see what he does not say?http://www.youtube.com/watch?v=M8LA10Tg1Os

+ Is the extent to which we are interested in+ The perceived status between sender & receiver- Misunderstanding due to cultural differences.- Should be aware of contradictions between the messages.


http://www.youtube.com/watch?v=M8LA10Tg1Os

http://www.youtube.com/watch?v=M8LA10Tg1Os


Organizational communication

• Formal small group networks:

Chain Wheel All channel

3-level hierachy structure Strong leader Scrum team

Source: Organizational Behaviour (15e) – Stephen P Robbins & Timothy A Judge


Organizational communicationSource: Organizational Behaviour (15e) – Stephen P Robbins & Timothy A Judge



• The Grapevine:– Informal communication network in organization

• Gossip• Rumors

– the appointment of new bosses– the relocation of offices– downsizing decisions– or the realignment of work assignments.



• a feel for the morale of their organization• identifies issues employees consider

important• helps tap into employee anxieties

Manager

• small talk creates a sense of closeness and friendship among those who share information

Employee

• The Grapevine – Why need ?

• E-mail– Advantages: quickly written, sent, and stored; low cost for

distribution

– Disadvantages: • Messages are easily and commonly misinterpreted

• Not appropriate for sending negative messages

• Overused and overloading readers

• Time-consuming nature• Limited expression of emotions.

• Non-private: e-mail is often monitored and may be forwarded to anyone

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Electronic communications

• Instant / Text messagingForms of “real time” communication of short messages that often use portable communication devices.– Explosive growth in business use

– Fast and inexpensive means of communication

– Can be intrusive and distracting

– Easily “hacked” with weak security

– Can be seen as too informal

• Instant Messaging– Immediate e-mail sent to receiver’s desktop or device

• Text Messages– Short messages typically sent to cell phones or other handheld devices

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• Social networking

– Linked systems organically spread throughout the nation and world that can be accessed by a PC

– Includes:• Social networks like MySpace® and Facebook®

• Professional networks like Zoominfo® and Ziggs®

• Corporate networks such as IBM’s BluePages®

– Key Points:• These are public spaces – anyone can see what you post• Can be used for job application screening

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• Blogs: Web sites about a single person (or entity) that are typically updated daily– A popular, but potentially dangerous activity:

• Employees may post harmful information • Such comments may be cause for dismissal• Can be against company policies to post in a blog during company

time and on company equipment/connections

• Video conferencing: uses live audio and video Internet streaming to create virtual meetings– Now uses inexpensive webcams and laptops in place of

formal videoconferencing rooms

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Managing Information

Dealing with Information Overload

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Managing Information

Threats to Information Security

Choice of Communication Channel

• The model of “media richness” helps explain an individual’s choice of communication channel– Channels vary in their capacity to convey information

• A “rich” channel is one that can:– Handle multiple cues simultaneously– Facilitate rapid feedback– Be very personal

• Choice depends on whether the message is routine

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Model of Media Richness


• The Process of Communication – Automatic and Controlled Processing

Persuasive Communication


• Automatic processing• A relatively superficial consideration of evidence and

information.• It takes little time and low effort.• Disadvantage

– It lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo.



• Controlled processing– You do independent research among experts who know

something about the subject, gather information about prices from a variety of sources, and consider the costs and benefits of renting versus buying.

– Controlled processing requires effort and energy, but it’s harder to fool someone who has taken the time and effort to engage in it.



• Features determining how persuasive the message is– Interest Level– Prior Knowledge– Personality– Message Characteristics



Barriers to Effective communication

04/07/2023 Chapter 11 - Communication Slide 37

Barriers for effective communication

Selective Perception

Silence Emotions

Information Overload CommunicationLanguage

Filtering

LyingCommunicationApprehension


Filtering– The deliberate manipulation of information to

make it appear more favorable to the receiver.

Selective Perception– People selectively interpret what they see on the

basis of their interests, background, experience, and attitudes.

Information Overload– The quantity of information we have to work with

exceeds our capacity to process it.



Emotions– Interpreting messages differently, depending on

whether we’re happy or distressed.

Language– Words mean different things to different people.

Senders tend to assume that words they use mean the same to the receiver as they do to them.

Silence– Ignored by absence of information



Communication Apprehension– Undue tension and anxiety about oral

communication, written communication, or both

Lying– Outright misrepresentation of information



WordConnotations

WordConnotationsSemanticsSemantics

ToneDifferences

ToneDifferences

PerceptionDifferences

PerceptionDifferences

Barriers to EffectiveCross-CulturalCommunication


Cross-cultural barriers



Differences in tolerance for conflict and methods for resolving conflicts


Body Language Issues

All of these common U.S. hand signs are offensive somewhere in the world.


Communication Barriers & Cultural Context

High-Context Cultures

Cultures that rely heavily on nonverbal and subtle situational cues to communication.

Low-Context Cultures

Cultures that rely heavily on words to convey meaning in communication.


High-Context vs.

Low-Context Cultures

Communication Barriers & Cultural Context


A Cultural Guide

Assume differences until similarity is proven

Emphasize description rather than interpretation or evaluation

Practice empathy. Put yourself in the recipient’s shoes

Treat your interpretations as a working hypothesis


Summary and Managerial Implications

• The less employees are uncertain, the greater their satisfaction; good communication reduces uncertainty!

• Communication is improved by:– Choosing the correct channel– Being a good listener– Using feedback

• Potential for misunderstanding in electronic communication is higher than for traditional modes

• Based on Automatic/ Controlled processing type of audiences to choose good communication strategies.

• Remember barriers to communication


Thank you for listening .. !!

Communication-Robbins&Judge-Team11

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