Transcript Chapter One

Chapter Eight
Interpersonal Communication
Objectives
After reading and studying this chapter, you should be able to:
1.
2.
3.
4.
Describe the communication process.
Describe the impact of information
technology on interpersonal communication
in organizations.
Explain how nonverbal communication can be
used to enhance communication.
Present details about the various channels of
communication in organizations.
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Objectives (cont.)
5.
6.
7.
Summarize barriers to effective
communication and how to overcome them.
Explain how to overcome potential crossgender and cross-cultural communication
problems.
Recognize the basics for becoming a more
powerful communicator.
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The Communication Process
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Components of communication
1.
2.
3.
4.
Source (the sender) — person attempting to send a message
to another person. Authority and experience of sender can call
attention to message.
Message — a purpose or idea to be conveyed. Clarity,
complexity, length, and organization affect reception of
message.
Channel (medium) — how and through what media the
message is conveyed to the receiver.
Receiver — the party to whom the message is sent must get
and understand properly the message for communication to take
place.
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The Communication Process

Components of communication (cont.)
5.
6.
7.
Feedback — reactions of the receiver that indicate
the message was received and properly understood.
Environment — factors such as organizational
culture affect how messages are transmitted and
understood.
Noise — physical and human relations distractions in
the environment can disrupt the communication
process.
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Exhibit 8-1:
The Communication Process
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Communication & IT
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E-mail
Telecommuting
Presentation technology
Impact of computer-mediated
communication on behaviour
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E-mail
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Two major impacts:
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Positive influences:
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Has replaced many in-person & phone interactions
Higher volume of messages
Facilitates communication, especially over time zones
Enhances industrial democracy
Problems:
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Encourages indiscriminate sending of messages
Time spent to sort through messages
Inappropriate use (e.g., firing someone)
Distraction
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Telecommuting
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Employees use computers to perform regular
work at home or in satellite office
May be FT or PT arrangement
Flexibility appealing to many
Presents communication challenges:
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Lose out on social interaction
Isolation hard if high need for affiliation
Worse relationships with supervisors, coworkers
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Presentation Technology
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The capability to create and effectively use multimedia
presentation tools is an essential managerial skill.
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Problems:
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Audience distracted by media
Speaker may seem superfluous to presentation
Tips for use:
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Know how to operate presentation equipment.
Maintain eye contact with the audience and talk to the audience,
not to the screen.
Reveal points only as needed.
Keep the slide in view until the audience gets the point.
Use special slide effects sparingly.
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Impact of Computer-Mediated
Communication on Behaviour
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Positives
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Communication is more widespread and immediate
Democratizes organizational communications
Negatives
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The lack of the human touch
Repetitive motion injuries
Loss of productivity to surfing
E-mail handling overload
Danger of being “always working” due to accessibility
Multitasking ineffectively
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Nonverbal Communication
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The transmission of messages by means other
than words, usually as a supplement to
written, spoken, or signed communications.
General purpose is to express the feeling
behind the message.
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Nonverbal Communication
Behaviours
1.
2.
3.
4.
5.
6.
7.
8.
Environment
Body placement
Posture
Hand gestures
Facial expression & movement
Voice tone
Clothing, dress & appearance
Mirroring
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Formal Communication Channels
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Official pathways for sending information inside
and outside an organization
Organization charts illustrate the hierarchical
channels to be followed
Clear in traditional bureaucracy
More difficult to follow in a network organization
(temporary spherical structure created by
strategic alliance of firms)
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Exhibit 8-2: Communication Pathways
in a Hierarchical Organization and a
Spherical Organization
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Informal Communication Channels
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Unofficial network that supplements the formal
channels, including:
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Grapevine
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Is the major informal channel in organizations.
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Can distort information in its tangled pathways.
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Used to spread negative rumours and gossip.
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Used to disseminate information along
informal lines.
Chance encounters
Management by walking around
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Channel Selection
1.
Match message to medium
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Media richness refers to amount of information
carried by the medium
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2.
3.
E.g., Face-to-face contact is rich, bulletin is lean
Routine messages only need lean medium
Nonroutine messages (novel, emotional, complex,
ambiguous) need rich medium
Consider needs of people (e.g., social contact)
Consider generational group of receiver
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Communication Directions
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Downward communication:
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Flow of messages from a higher to a lower level in
the organization.
Danger lies in lack of response from lower level.
Upward communication:
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Transmission of messages from lower level to higher
levels in an organization.
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More likely in less bureaucratic firms
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Invited by open-door policy
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Communication Directions (cont.)
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Horizontal communications
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Diagonal communications
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Messages sent to others on the same level in the
organization. Basis for cooperation.
Transmission of messages to other departments at
higher and lower levels in the organization.
Spherical communications

Communication among members from different teams
in the network organization.
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Exhibit 8-4: Barriers to
Interpersonal Communication
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Improving the Sending of Messages
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Clarify ideas before communicating.
Motivate the receiver.
Discuss differences in paradigms.
Foster informal communications.
Communicate feelings behind the facts.
Be aware of nonverbal behavior.
Obtain feedback.
Adapt to the other person’s communication style.
Engage in meta-communication
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Improving the Receiving of Messages
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Active listening:
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Listen for full meaning without making premature
judgments or interpretations.
Listen intently; goal is empathizing with the speaker.
Provide feedback to the speaker re what he or she
thinks the speaker meant.
Observe nonverbal cues for additional meaning.
Avoid reacting too quickly to a word or phrase that
stirs emotion.
Ask open-ended questions that invite an explanation
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Gender Differences in
Communication Styles
Key Gender Differences in Communication Styles
Male Preferences
Female Preferences
To talk to preserve independence
and status by displaying knowledge
and skill.
To use communication for rapport
build ing .
To work out problems by
themselves.
To talk o ut solutions with another
person; want empathy and
understanding .
Are more likely to be critical of the
work of a coworker.
Are more likely to compliment the
work of a coworker
Tend to be more directive in their
conversations.
Emphasize politeness toward
others.
Tend to be intimidating when facing
differences.
Tend to be more conciliatory when
facing differences.
More interested in calling attention
to their accomplishments or
hogging recognition.
Less interested in calling attention
to their accomplishments or
hogging recognition.
Tend to dominate discussions .
Tend no t to seek to dominate
discussions.
Are more likely to minimize doubts .
Tend to downplay their certainty .
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Exhibit 8-6: Some Cross-Cultural
Differences
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Overcoming Cross-Cultural
Communication Barriers
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Be sensitive to crosscultural barriers.
Show respect for all
workers.
Use straight-forward
language and speak
slowly and clearly.
(minimize use of idioms,
analogies)
Be alert to cultural
differences in customs
and behaviours.
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Be sensitive to
differences in nonverbal
communication.
Do not be diverted by
style, accent, grammar, or
personal appearance.
Listen for understanding,
not agreement
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Power-Oriented Linguistic Style
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Components of a linguistic style that give power
and authority to the message sender:
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Choose words that show conviction such as “I’m convinced” or
“I’m confident.”
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Use the pronoun “I” to receive more credit for your ideas.
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Emphasize direct rather than indirect talk.
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Frame your comments in a way that increases your listener’s
receptivity.
Speak at length, set the agenda for a conversation, make jokes
and laugh.
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Power-Oriented Linguistic Style
(cont.)
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Components of a linguistic style that give power
and authority to the message sender:
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Minimize the number of questions you ask that may imply you
lack information on the topic.
Apologize infrequently and particularly minimize saying, “I’m
sorry.”
Take deep breath to project a firm voice with power and
conviction.
Occupy as much space as possible when speaking before a
group.
Let others know of your expertise.
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