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!