Scandura ppt 11
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Transcript of Scandura ppt 11
CHAPTER 11:ORGANIZATIONAL COMMUNICATION
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 2
AGENDA• Communication process and noise• Leadership and communication • Electronic communication • Communicating across cultures• Nonverbal communication and silence
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 3
“THIN-SLICING” A CONVERSATION • Can the first few minutes of
communication define the course of the conversation and the benefits or costs derived from it?
• These first few minutes are referred to as “thin slices” of behavior.
• A thin slice of behavior predicted professional competence as rated by a person conducting an employment interview.
• Based on both verbal and nonverbal behaviors.
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 4
WHAT IS ORGANIZATIONAL COMMUNICATION?• The process by which individuals stimulate meaning in the minds of other individuals by means of verbal or nonverbal messages in the context of a formal organization
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 5
THE COMMUNICATION PROCESS
Source: Weaver, W. (1949). Recent contributions to the mathematical theory of communication. The mathematical theory of communication, 1, 1–12.
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 6
BARRIERS TO EFFECTIVE COMMUNICATIONMay distort communication • Communication apprehension• Language
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 7
NOISE REDUCTION: ACTIVE LISTENING• Three components:
1. Demonstrating moderate to high nonverbal involvement
2. Reflecting the speaker’s message using verbal paraphrasing
3. Asking questions that encourage speakers to elaborate on their experiences
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 8
COMMUNICATION NETWORKS
• Chain gives best accuracy
• Wheel facilitates leadership development
• All-channel provides member satisfaction
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 9
COMMUNICATION NETWORKS• Communication flows in organizations• External • Internal• Downward• Lateral• Upward
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 10
COMMUNICATION FLOWS IN ORGANIZATIONS
Manager
Executive
ManagerEmployee
Manager
UpwardLateral
Downward
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 11
THE GRAPEVINEEmerges when the situation:• Is important• Is ambiguous• Causes anxiety
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 12
THE GRAPEVINEThree characteristics
1. Not controlled by management2. Perceived as being more believable
and reliable (and often is)3. Largely used to serve self-interest
of those willing to communicate
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 13
ELECTRONIC COMMUNICATION•E-mail• Text messages•Social networking•Video conferencing (e.g., Skype)
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 14
LIMITATIONS OF E-MAIL• Easy to misinterpret• Should not be used for negative
messages• Overused and overwhelms• People are emotionally
uninhibited• Privacy concerns
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 15
TEXT MESSAGES (AND INSTANT MESSAGING)• Essentially real-time • Inexpensive • Good for short messages• Some find it intrusive and
distracting• May be inappropriate for formal
business messages
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 16
CROSS-CULTURAL COMMUNICATION BARRIERS1. Semantics—words mean different
things to different people2. Word connotations—words imply
different things in different languages
3. Tone differences—in some cultures tone changes depending on context
4. Differences in perception—different worldviews
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 17
CULTURAL CONTEXT• High-context cultures—rely on nonverbals and subtle situational cues (e.g., China, Korea, Japan)• Low-context cultures—rely on spoken and written words (e.g., Europe, North America)
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 18
CULTURAL COMMUNICATION GUIDE1. Assume differences until
similarity is proved2. Emphasize description rather
than interpretation or evaluation3. Practice empathy4. Treat your interpretation as a
working hypothesis
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 19
NONVERBAL COMMUNICATION• Nonverbal communication includes
facial expressions, posture, gestures, and tone of voice. • About 55% of understanding a
verbal message is attributed to facial expressions • 38% of meaning is attributed to verbal tone • Leaders are always being watched by
followers for cues
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 20
ORGANIZATIONAL SILENCE • Intentionally withholding meaningful information from management• Includes not asking questions, expressing concerns, and/or offering suggestions
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 21
EFFECTS OF ORGANIZATIONAL SILENCE• Lowers job satisfaction and
organizational commitment • Stifles organizational change • Impairs decision making • Enables corruption
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 22
LEADERSHIP IMPLICATIONS: THE MANAGEMENT OF MEANING• Leaders influence followers
through effective communication that helps them make sense of organizational events. • They also use effective
communication to give followers a sense of meaning in their work which motivates them.• They use framing as a tool.
Scandura, Essentials of Organizational Behavior. © 2016, SAGE Publications. 23
OPEN-ACCESSSTUDENT RESOURCES• Checklist action plan
• Learning objective summaries
• Mobile-friendly quizzes
• Mobile-friendly eFlashcards
• Video and multimedia resources
• SAGE journal articles
edge.sagepub.com/scandura