OB Chapter 10- Communication Power, Politics & Ethics

Communication by Strict Chain of Command

The formal line of authority and reporting in an organization.

• Downward Communication – From managers to employees (e.g., instructions, feedback).

• Upward Communication – From employees to managers (e.g., reports, suggestions).

• Horizontal Communication – Between people at the same level (e.g., departments collaborating).

Interpersonal communication

involves the exchange of information between people.

Effective communication

occurs when the right people receive the right information in a timely manner.

Filtering

means when information gets changed, softened, or even blocked as it moves from one person to another, so the final message isn’t exactly what was originally intended

Mum effect

The tendency to avoid communicating unfavourable news to others

Grapevine

An organization’s informal communication network

Jargon

specialized language used by people in certain jobs or organizations

Non- verbal communication

The transmission of messages by some medium other than speech or writing

ex. gestures, facial expression

Body language

Nonverbal communication by means of a sender’s bodily motions, facial expressions, or physical location

Cultural context

High-Context Cultures
– Communication relies on context, tone, body language, and relationships.
– Literal meanings may be misleading (e.g., “maybe” could mean “no”).
– Building trust before business is important.
– Contracts may be brief—social understanding matters more.

Low-Context Cultures
– Communication is explicit, direct, and clear.
– Little need to read between the lines.
– Value efficiency and punctuality.
– Use detailed written contracts.

Information richness

potential information-carrying capacity of a communication medium.
ex. Face-to-face conversations have high information richness because they allow for tone of voice, facial expressions, and immediate feedback

Computer-mediated communication (CMC)

Forms of communication that use digital technology to exchange information.
ex. Email, Zoom meetings, and messaging apps like Slack are all types of CMC

Enterprise social media

A private work-related social media platform that is accessible only by organizational members.
ex. Posting project updates on the company’s internal Slack channel.

Congruence

A condition where a person’s words, thoughts, feelings, and actions all align to send the same message.
ex. A manager says they support work-life balance and also encourages employees to leave on time and take their vacations.

Improve communication

Employer Branding
Promotes a clear, consistent image of the organization’s positive and unique qualities as an employer.

360-Degree Feedback
Performance appraisal using input from supervisors, peers, subordinates, and clients for a full view.

Employee Survey
Anonymous tool for employees to share honest opinions on the organization and its practices.

Suggestion Systems
Programs that collect employee ideas to improve operations and upward communication.