eleventh

organizational
ior

editi
on

behav

stephen p. robbins

Chapter 10

Communication

ORGANIZATIONAL BEHAVIOR
S T E P H E N P. R O B B I N S
E L E V E N T H
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E D I T I O N

W W W . P R E N H AL L . C O M / R O B B I N S

PowerPoint Presentation
by Charlie Cook

OBJECTIVES
LEARNING

After studying this chapter,

you should be able to:
1. Describe the communication process.
2. Contrast the advantages and disadvantages of
oral versus written communication.
3. Compare the effectiveness of the chain, wheel,
and all-channel networks.
4. Identify the factors affecting the use of the
grapevine.
5. Discuss how computer-aided technology is
changing organizational communication.
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103

O B J E C T I V E S (contd)
LEARNING

After studying this chapter,

you should be able to:
6. Explain the importance of channel richness to
improving communication effectiveness.
7. Identify common barriers to effective
communication.
8. Describe the potential problems in crosscultural communication.

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104

Functions
Functions of
of Communication
Communication
Communication
The transference and the understanding of
meaning.
Communication
CommunicationFunctions
Functions
1.
1. Control
Controlmember
memberbehavior.
behavior.
2.
2.
3.
3.

Foster
Fostermotivation
motivationfor
forwhat
whatis
isto
tobe
bedone.
done.
Provide
Provideaarelease
releasefor
foremotional
emotionalexpression.
expression.

4.
4. Provide
Provideinformation
informationneeded
neededto
tomake
make
decisions.
decisions.
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105

Elements
Elements of
of the
the Communication
Communication Process
Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback
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106

The
The Communication
Communication Process
Process Model
Model

Communication Process
The steps between a source and a
receiver that result in the
transference and understanding of
meaning.
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E X H I B I T 101
E X H I B I T 101

107

The
The Communication
Communication Process
Process
Channel
The medium selected by the sender through
which the message travels to the receiver.

Types of Channels
Formal Channels
Are established by the organization and transmit
messages that are related to the professional activities of
members.

Informal Channels
Used to transmit personal or social messages in the
organization. These informal channels are spontaneous
and emerge as a response to individual choices.

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108

Direction
Direction of
of Communication
Communication

Downward

Lateral

Upward

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109

Interpersonal
Interpersonal Communication
Communication
Oral Communication
Advantages: Speed and feedback.
Disadvantage: Distortion of the message.

Written Communication
Advantages: Tangible and verifiable.
Disadvantages: Time consuming and lacks
feedback.

Nonverbal Communication
Advantages: Supports other communications and
provides observable expression of emotions and
feelings.
Disadvantage: Misperception of body language or
gestures can influence receivers interpretation of
message.
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10

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10

Intonations:
Intonations: Its
Its the
the Way
Way You
You Say
Say It!
It!
Change your tone and you change your meaning:
Placement of the emphasis

What it means

Why dont I take you to dinner tonight?

I was going to take someone else.

Why dont I take you to dinner tonight?

Instead of the guy you were going with.

Why dont I take you to dinner tonight?

Im trying to find a reason why I

shouldnt take you.

Why dont I take you to dinner tonight?

Do you have a problem with me?

Why dont I take you to dinner tonight?

Instead of going on your own.

Why dont I take you to dinner tonight?

Instead of lunch tomorrow.

Why dont I take you to dinner tonight?

Not tomorrow night.

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Source: Based on M. Kiely, When No Means Yes, Marketing, October 1993, pp. 79. Reproduced in A. Huczynski
and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.

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E X H I B I T 102
E X H I B I T 102

Three
Three Common
Common Formal
Formal Small-Group
Small-Group Networks
Networks

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10
12

E X H I B I T 103
E X H I B I T 103

Small-Group
Small-Group Networks
Networks and
and Effectiveness
Effectiveness
Criteria
Criteria
NETWORKS
Criteria

Chain

Wheel

All Channel

Speed

Moderate

Fast

Fast

Accuracy

High

High

Moderate

Emergence of a leader

Moderate

High

None

Member satisfaction

Moderate

Low

High

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13

E X H I B I T 104
E X H I B I T 104

Grapevine
Grapevine
Grapevine Characteristics
Informal, not controlled by management.
Perceived by most employees as being more
believable and reliable than formal
communications.
Largely used to serve the self-interests of
those who use it.
Results from:
Desire for information about important situations
Ambiguous conditions
Conditions that cause anxiety

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10
14

Suggestions
Suggestions for
for Reducing
Reducing the
the Negative
Negative
Consequences
Consequences of
of Rumors
Rumors
1. Announce timetables for making important decisions.
2. Explain decisions and behaviors that may appear
inconsistent or secretive.
3. Emphasize the downside, as well as the upside, of current
decisions and future plans.
4. Openly discuss worst-case possibilitiesit is almost never
as anxiety-provoking as the unspoken fantasy.

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Source: Adapted from L. Hirschhorn, Managing Rumors, in L. Hirschhorn (ed.),

Cutting Back (San Francisco: Jossey-Bass, 1983), pp. 5456. With permission.

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E X H I B I T 105
E X H I B I T 105

Computer-Aided
Computer-Aided Communication
Communication
E-mail
Advantages: quickly written, sent, and stored;
low cost for distribution.
Disadvantages: information overload, lack of
emotional content, cold and impersonal.

Instant messaging
Advantage: real time e-mail transmitted
straight to the receivers desktop.
Disadvantage: can be intrusive and distracting.

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16

Emoticons:
Emoticons: Showing
Showing Emotion
Emotion in
in E-Mail
E-Mail
Electronic mail neednt be emotion free. Over the years, a set of
symbols (emoticons) has evolved that e-mail users have developed for
expressing emotions. For instance, the use of all caps (i.e., THIS
PROJECT NEEDS YOUR IMMEDIATE ATTENTION!) is the e-mail
equivalent of shouting. The following highlights some emoticons:

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17

E X H I B I T 106
E X H I B I T 106

Computer-Aided
Computer-Aided Communication
Communication (contd)
(contd)
Intranet
A private organization-wide information network.

Extranet
An information network connecting employees
with external suppliers, customers, and strategic
partners.

Videoconferencing
An extension of an intranet or extranet that
permits face-to-face virtual meetings via video
links.

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18

Knowledge
Knowledge Management
Management (KM)
(KM)
Knowledge Management
A process of organizing and distributing an
organizations collective wisdom so the right
information gets to the right people at the right
time.
Why
WhyKM
KMisisimportant:
important:
Intellectual
Intellectualassets
assetsare
areas
asimportant
importantas
asphysical
physicalassets.
assets.
When
Whenindividuals
individualsleave,
leave,their
theirknowledge
knowledgeand
andexperience
experience
goes
goeswith
withthem.
them.
AAKM
KMsystem
systemreduces
reducesredundancy
redundancyand
andmakes
makesthe
the
organization
organizationmore
moreefficient.
efficient.

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19

Choice
Choice of
of Communication
Communication Channel
Channel
Channel Richness
The amount of information that can be
transmitted during a communication episode.
Characteristics
Characteristicsof
ofRich
RichChannels
Channels
1.1. Handle
Handlemultiple
multiplecues
cuessimultaneously.
simultaneously.
2.2.
3.3.

Facilitate
Facilitaterapid
rapidfeedback.
feedback.
Are
Arevery
verypersonal
personalin
incontext.
context.

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20

Information
Information Richness
Richness of
of Communication
Communication
Channels
Channels

Low channel richness

High channel richness

Routine
Source: Based on R.H. Lengel and D.L. Daft, The Selection of Communication Media as an Executive Skill,
Academy of Management Executive, August 1988, pp. 22532; and R.L. Daft and R.H. Lengel, Organizational
Information Requirements, Media Richness, and Structural Design, Managerial Science, May 1996, pp. 55472.
Reproduced from R.L. Daft and R.A. Noe, Organizational Behavior (Fort Worth, TX: Harcourt, 2001), p. 311.

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Nonroutine

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E X H I B I T 107
E X H I B I T 107

Barriers
Barriers to
to Effective
Effective Communication
Communication
Filtering
A senders manipulation of information so that
it will be seen more favorably by the receiver.
Selective Perception
People selectively interpret what they see on
the basis of their interests, background,
experience, and attitudes.
Information Overload
A condition in which information inflow
exceeds
an individuals
processing capacity. 10

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Barriers
Barriers to
to Effective
Effective Communication
Communication (contd)
(contd)
Emotions
How a receiver feels at the time a message is
received will influence how the message is
interpreted.
Language
Words have different
meanings to different
people.
Communication Apprehension
Undue tension and anxiety about oral
communication, written communication, or

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23

Communication
Communication Barriers
Barriers Between
Between Men
Men and
and
Women
Women
Men talk to:
Emphasize status,
power, and
independence.
Complain that
women talk on and
on.
Offer solutions.
To boast about
their
accomplishments.
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Women talk to:

Establish connection
and intimacy.
Criticize men for not
listening.
Speak of problems
to promote
closeness.
Express regret and
restore balance to a
conversation.

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Politically
Politically Correct
Correct Communication
Communication
Certain words stereotype, intimidate, and insult
individuals.
In an increasingly diverse workforce, we must be
sensitive to how words might offend others.
Removed: handicapped, blind, and elderly
Replaced with: physically challenged, visually
impaired, and senior.

Removing certain words from the vocabulary

makes it harder to communicate accurately.
Removed: death, garbage, quotas, and women.
Replaced with terms: negative patient outcome,
postconsumer waste materials, educational
equity,
andHall
people
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10

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 2005 Prentice Hall Inc.

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Source: The Far Side by Gary Larson

1994 Far Works, Inc. All rights
reserved. Used with permission.

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E X H I B I T 108
E X H I B I T 108

Cross-Cultural
Cross-Cultural Communication
Communication
Cultural Barriers
Semantics
Word connotations
Tone differences
Differences among
perceptions

Cultural Guide
Assume differences
until similarity is
proven.
Emphasize description
rather than
interpretation or
evaluation.
Practice empathy.
Treat your
interpretations as a
working hypothesis.

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10
27

Hand
Hand Gestures
Gestures Mean
Mean Different
Different Things
Things in
in
Different
Different Countries
Countries

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10
28

E X H I B I T 109
E X H I B I T 109

Hand
Hand Gestures
Gestures Mean
Mean Different
Different Things
Things in
in
Different
Different Countries
Countries (contd)
(contd)

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E X H I B I T 109 (contd)
E X H I B I T 109 (contd)

Communication
Communication Barriers
Barriers and
and Cultural
Cultural Context
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.
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HighHighvs.
vs.
LowLowContext
Context
Cultures
Cultures

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E X H I B I T 1010
E X H I B I T 1010