Ch 17 Lecture

Communication in Organizations

Introduction to Communication

  • Consider a time of communication failure and reflect on:
    • The scenario of that failure.
    • The reasons behind the failure.
    • Changes that could have been made regarding the communication process.

Interpersonal Dynamics

  • Personal Interactions:
    • Positive Personal Dynamics:
    • Characterized by mutual respect and affection.
    • Positive feelings and enjoyment in interactions.
    • Negative Personal Dynamics:
    • Lack of mutual respect; individuals dislike each other.
    • Negative experiences despite being personal interactions.

Outcomes of Interpersonal Behavior

  • Key elements of interpersonal behavior:
    • Needs Satisfaction:
    • Essential for meeting social needs within the organization.
    • Social Support:
    • Establishes a common frame of reference and synergy.
    • Conflict:
    • Defined as the expression of anger or hostility between individuals.

Role of Communication in Management

  • Effective management communication must be:
    1. Accurate: Information should be true and correct.
    2. Timely: Information should be delivered when needed, ideally beforehand.
    3. Complete: Managers should receive comprehensive details, not just fragments.
    4. Relevant: The information shared should be pertinent to organizational issues or meetings, avoiding unnecessary details.

Communication Process

  • Five steps of the communication process:
    1. Deciding: Identify the meaning to be conveyed.
    2. Encoding: Construct the message based on the situation for appropriate delivery.
    3. Transmitting: Deliver the message through suitable channels (e.g., email, spoken word, text).
    4. Decoding: The recipient interprets the message.
    5. Noise: Any interference that disrupts the communication process can occur at any stage, affecting understanding.

Interpersonal Communication

  • Types:
    • Oral Communication:
    • Advantages: Promotes immediate feedback, easy to use.
    • Disadvantages: Lacks time for reflection; discussions can be overwhelming.
    • Nonverbal Communication:
    • Components:
      • Image: Word choices carry significant meaning.
      • Settings: Boundaries create a safe and effective communication environment.
      • Body Language: Includes eye contact, gestures, positioning, pauses in speech, and attire.
    • Importance of making eye contact and its implications for decoding messages.
    • Written Communication:
    • Formats: Memos, emails, notes.
    • Advantages: Accuracy and permanence (paper trail).
    • Disadvantages: Often one-way, can inhibit feedback, possible delays in clarifying messages.

Choosing the Right Form of Communication

  • Determined by:
    • Appropriateness: Context of the situation dictates choice.
    • Formality: Match formality level with communication needs (e.g., quick responses via phone, detailed written follow-ups).

Organizational Communication Types

  • Types of Communication Structures:
    1. Wheel:
    • Central person communicates directly to spokes (team members).
    • Consistent information with little distortion.
    1. Y-Structure:
    • Central person passes info to one who then communicates to their subordinates.
    1. Chain:
    • Linear transmission of information, prone to distortion.
    1. Circle:
    • Similar to chain but returns to the origin.
    1. All Channels:
    • Open and flexible communication network allowing for maximum interaction among team members.

Vertical and Horizontal Communication

  • Vertical Communication:
    • Flows up and down the organizational hierarchy, typically formal.
  • Horizontal Communication:
    • Peers communicating at the same level to facilitate coordination and problem-solving across different departments.

Informal Communication

  • Definition:
    • Open communication outside formal channels.
    • Encourages relationships and communication across hierarchical levels.
    • Fosters organizational culture and spontaneous interactions.

Gossip and Cluster Chains

  • Gossip Chain:
    • One individual conveys information to many, often leading to distortion.
  • Cluster Chain:
    • Information spreads through small groups, maintaining a more controlled flow of communication.

Management by Wandering Around (MBWA)

  • Definition:
    • Managers interact informally with employees in various settings.
    • Promotes quick feedback, reduces stress, and enhances approachability.

Barriers to Communication

  • Individual Barriers:
    • Poor listening skills, reluctance to communicate, or credibility issues.
  • Organizational Barriers:
    • Misaligned perceptions, language differences, noise, and power dynamics.

Improving Communication Effectiveness

  • Skills Development:
    • Active listening skills are crucial for effective encoding.
    • Encourage two-way communication and ensure clarity in language.
    • Sensitivity to perspectives of both sender and receiver.
    • Importance of follow-ups to ensure clarity and understanding.
    • Recognize the richness of communication media (face-to-face vs written).

Final Reflections

  • Consider the impact of the COVID-19 pandemic on communication styles and effectiveness:
    • Positive changes noticed or made within communication practices during this period.