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Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.

Cielak, Origgi, et al Communication in Business and

the Professions, 7th Edition

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Prepared by:

Felipe Calderón H University of Houston


An Introduction to Communication in Organizations

Communication in Organizations

Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.

Learning Objectives

1. Identify the major challenges the information age presents to business communication

2. Describe the components of the interactive communication process

3. Summarize four theories of organizational communication

4. Explain the differences between classical and humanistic theories of organizational communication


Overview

n  Old Organizational Style (in the Industrial Age) n  New Organizational Style (in the Information

Age)


New Organization Style n  Flat, flexible network modes n  Jobs are multitask with multiple responsibilities n  Jobs performed in teams n  Communication widely diffused using many

different channels n  Information is crucial to the job n  Manager functions as information broker n  Information widely dispersed in web-like

configurations n  Information must be managed constantly and

interactively


n  The 5 components of communication skills ¨  Creative Insight ¨  Sensitivity ¨  Vision ¨  Shared meaning ¨  Integrity

n  Globalization: a fact of life

Overview cont…


The Interactive Communication Process

n  Messages n  Source n  Encoding n  Channel n  Receiver n  Feedback n  Noise n  Context n  Shared meaning


Reasons for Communication Failure

n  Inadequate information n  Information overload n  Poor-quality information n  Poor timing n  Lack of feedback or follow-up


n  Problems with channels n  Incompetent communication n  Ineffective goal setting n  Communication anxiety n  Cultural barriers

Reasons for Communication Failure cont…


n  91% of all people who use the Internet are e-mailers n  Likely to spend four hours per day dealing with 50+

work-related e-mail messages n  E-mail is essential to work and teamwork n  Organize e-mails into folders n  Have two email accounts: a professional and a personal n  Avoid distribution lists n  Limit how often you check e-mail

Technology TOOLS The Burden of Email


Practicing Business Communication: IKEA

n  How does IKEA’s communication network help to minimize costs?

n  What does “freedom with responsibility” imply about IKEA’s communication climate?

n  How might managers communication IKEA’s organizational culture to a new employee?


Understanding Organizational Communication

n  Organizational Communication is the exchange of oral, written, and nonverbal messages between people working to accomplish common tasks and goals


Classical Theory

n  Scientific Management: Fredrick Taylor’s The Principles of Scientific Management (1911)

n  4 Principles promote good management: ¨ The development of a true science of work ¨ The scientific selection of the worker ¨ The scientific education and development of the

worker ¨ Friendly cooperation between management and labor


Bureaucracy

n  Max Weber – “father” of the study of bureaucracy

n  Three types of authority structures ¨ Charismatic ¨ Traditional ¨ Rational-legal

n  Typical organizational chart demonstrates each succeeding layer is dependent on and subservient to the previous level


Typical Organizational Chart


Humanistic Theory

n  Humanistic Theory focuses on the needs of labor rather than on the structure of management.

n  Human Relations Theory: Elton Mayo ¨  Special attention paid to workers increases productivity

n  Human Resources Approach: McGregor’s Theory X and Theory Y ¨  Proper working conditions and happy workers increases

productivity


Systems Theory

n  Systems Theory compares organizations to living organisms

n  Interdependency and synergy make a system more effective


Open and Closed Systems

n  Open systems allow free movement of energy, information, ideas, data, and people

n  Closed systems are deliberately shut off from the outside environment


Organizational Culture

n  “[T]he social or normative glue that holds an organization together. It consists of values and beliefs that some groups or organizational members come to share.”

n  Shared meaning, shared understanding, and shared sense of making

Part One: An Introduction to Communication in

Organizations

Chapter 2: The Model of Strategic Communication

Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved


Chapter Objectives

1. Recognize the importance of strategic

organizational communication 2. Name the four elements of strategic

communication 3. Use situational knowledge to enhance

communication 4. Understand how values, culture, and ethics

influence communication activity



Chapter Objectives, Cont…

5. Set goals that are appropriate and effective 6. Demonstrate communication competence by

choosing the proper message, form of exchange, and channel

7. Understand the causes of communication anxiety and how to deal with it



Model of Strategic Communication



The Organizational Framework Values are often clarified by examining the mission

statement, which may include the following:

§  Primacy of Customer §  Honesty and Integrity §  Respect for Other Workers §  Innovative Thinking §  Quality Service §  Creativity §  High Ethical Standards



Suggested Guidelines for Enhancing Ethical Standards

1. Maintain candor 2. Keep messages accurate 3. Avoid deception 4. Consistently behave 5. Keep confidences 6. Ensure timeliness of communication 7. Confront unethical behavior 8. Cultivate empathic listening



WHERE DO YOU STAND?

Would you stop patronizing a business if you learned it engaged in unethical practices? Do you believe that, as a consumer, you should strive to make yourself aware of the ethical practices of the businesses whose products and services you consume?



Organizational Learning

n  Engage in adaptive learning n  Understand organizational values n  Develop specific knowledge of the organization n  Observe the successes and failures of others n  Get on-the-job training n  Understand office politics



Dimensions of Communication Climate

n  Supportiveness

n  Participative Decision Making

n  Trust, Confidence, and Credibility

n  Openness and Candor

n  High Performance Goals



Goal Setting Process



Competent Messages Need to Be…

" Specific " Accurate " Honest " Logical " Complete

" Succinct " Deadline-oriented " Relevant " Timely " Feedback-oriented



Internal Communication Downward Communication

" Job instructions " Job rationale " Procedures and practices " Feedback " Indoctrination of Goals

Upward Communication " Employee performance " Information About Fellow Employees " Attitudes and understanding " Activity reports on accomplishments



Horizontal Communication

" Problem Solving " Information Sharing " Task Coordination " Enhances Morale " Resolving Conflicts



External Communication

" Messages are exchanged between the organization and its environment

" Organizations use newsletters, annual reports and events

" Organizations are using the web to inform the public



Channel Richness and Selection " Speed/Immediacy " Accuracy " Feedback " Selectivity " Appropriateness " Accountability " Acceptability



Discussion Questions

" Do you prefer the telephone? E-mail? Instant Messaging? Text Messaging? Face-to Face?

" Are there some communication channels that you use more often?

" For which situation do you prefer to use one channel over another?

" What do you think of personal web pages and blogs? How could organizations benefit from this type of technology?



Anxiety Management Causes of Anxiety

" Novelty " Formality " Subordinate status " Conspicuousness " Large groups " Lack of Skill " Past Experiences " Evaluation



Anxiety Management, cont… " Everyone experiences some level of anxiety " Each fear has its own origin

" Three (E’s) of success: " Encode messages carefully " Explain each idea concisely " Express each idea with an appropriate energy

level


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