Organizational Behavior and Management Sixth Edition lvanceyich Matteson
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved
CHAPTER 13 corruricatic exPLAiN the elements in the communication process compare the four major directions of communication DESCRIBE the role played by interpersonal communication in organizations oDISCUSS multicultural communication ODENTIFY Significant barriers to effective communication DESCRIbe ways in which communication in organizations can be improved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13 C H A P T E R Communication ⚫EXPLAIN the elements in the communication process. ⚫COMPARE the four major directions of communication. ⚫DESCRIBE the role played by interpersonal communication in organizations. ⚫DISCUSS multicultural communication. ⚫IDENTIFY significant barriers to effective communication. ⚫DESCRIBE ways in which communication in organizations can be improved
13-3 Communication Defined The transmission of information and understanding through the use of common symbols from one person to another Common symbols may be o Verbal e Nonverbal ● Direction may be Up and down (vertical Across( Horizontal Down and across Diagonal Mcgraw-hillarwin Copyright @2002 by The McGraw-Hill Companies, Inc. All rights reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-3 Communication Defined The transmission of information and understanding through the use of common symbols from one person to another. ⚫ Common symbols may be ⚫ Verbal ⚫ Nonverbal ⚫ Direction may be ⚫ Up and down (Vertical) ⚫ Across (Horizontal) ⚫ Down and across (Diagonal)
The Communication Process Who says what in what way. to whom Communicator Message Medium Receiver Feedback … ith what effect Mcgraw-hillarwin Copyright o 2002 by The McGraw-Hill Companies, Inc. All/its reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-4 The Communication Process Communicator Who… Feedback ….with what effect Receiver to whom…. Medium in what way…. Message says what…
13-5 How Communication Works o Experts suggest that effective communication is the result of a common understanding between o The communicator ° The receiver o The word communication is derived from the latin communis meaning common 99 Mcgraw-hillarwin Copyright o 2002 by The McGraw-Hill Companies, Inc. All/its reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-5 How Communication Works ⚫Experts suggest that effective communication is the result of a common understanding between: ⚫The communicator ⚫The receiver ⚫The word communication is derived from the Latin communis, meaning “common
13-6 A Communication Model Communicator→ Message Medium Receiver Feedback Noise Mcgraw-hillarwin Copyright o 2002 by The McGraw-Hill Companies, Inc. All/its reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-6 A Communication Model Communicator Message Medium Receiver Feedback … = Noise ….. ….. ….. …
13-7 The Elements of Communication Communicator Medium . Employee with ideas Carrier of the message intentions, information, and Decoding-Receiver a purpose Interpretation of the Encoding message e Translate the Feedback communicator 's ideas into a Channel to determine language expressing the whether the message was purpose Message received and produced the intended response What the individual hopes Noise to communicate o verbal and nonverbal Factors that distort the eNtended and unintended intended message McGraw-HlllIrwvin Copyright o2002 by The McGraz-Hill Companies, Inc. All rg/its reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-7 The Elements of Communication Communicator ⚫Employee with ideas, intentions, information, and a purpose Encoding ⚫Translate the communicator’s ideas into a language expressing the purpose Message ⚫What the individual hopes to communicate ⚫Verbal and nonverbal ⚫Intended and unintended Medium ⚫Carrier of the message Decoding-Receiver ⚫Interpretation of the message Feedback ⚫Channel to determine whether the message was received and produced the intended response Noise ⚫Factors that distort the intended message
13-8 Feedback One-Way Communication Two-Way Communication Does not allow receiver-to- Provide for receiver -to communicator feedback communicator feedback Direct feedback Indirect feedback Face-to-face verbal and nonverbal exchanges may Signals like declines in express communication productivity may indicate breakdowns communication breakdowns Mcgraw-hillarwin Copyright @2002 by The McGraw-Hill Companies, Inc. All rights reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-8 Feedback One-Way Communication Does not allow receiver-tocommunicator feedback Two-Way Communication Provide for receiver-to communicator feedback Direct Feedback Face-to-face verbal and nonverbal exchanges may express communication breakdowns Indirect Feedback Signals like declines in productivity may indicate communication breakdowns
13-9 Nonverbal Messages or Communication Information sent by a communicator that is unrelated to the verbal information Includes physical cues like Head, face, and eye movements Posture, dress, distance, gestures and voice tone Some such messages are spontaneous and unregulated Other messages conscious and deliberately presented Differs from other communication forms because it May be difficult to suppress Is more apparent to observers than people producing then Can be susceptible to multiple interpretations Mcgraw-hillarwin Copyright o 2002 by The McGraw-Hill Compames, Inc. Allrg ts reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-9 Nonverbal Messages or Communication ⚫ Includes physical cues like: ⚫ Head, face, and eye movements ⚫ Posture, dress, distance, gestures and voice tone ⚫ Some such messages are spontaneous and unregulated ⚫ Other messages conscious and deliberately presented ⚫ Differs from other communication forms because it ⚫ May be difficult to suppress ⚫ Is more apparent to observers than people producing them ⚫ Can be susceptible to multiple interpretations Information sent by a communicator that is unrelated to the verbal information
13-10 Communicating Within Organizations Downward Upward Horizontal Diagonal Communication Communication Communication Communication Communication Communication CommunicationCommunication thatflows from that flows from that flows across that cuts across individuals in individuals at functions in an functions and higher levels of the lower levels to organization. levels in an organization's those at higher organization. hierarchy to those levels in lower levels Official memos, Suggestion boxes, Like between Project avoiding policies, procedures group meetings finance and sales traditional channels Mcgraw-hillarwin Copyright @2002 by The McGraw-Hill Companies, Inc. All rights reserved
McGraw-Hill/Irwin Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13-10 Communicating Within Organizations Horizontal Communication Communication that flows across functions in an organization. Like between finance and sales Downward Communication Communication that flows from individuals in higher levels of the organization’s hierarchy to those in lower levels. Official memos, policies, procedures Upward Communication Communication that flows from individuals at lower levels to those at higher levels. Suggestion boxes, group meetings Diagonal Communication Communication that cuts across functions and levels in an organization. Project avoiding traditional channels
