Essentials of Organizational Behaviour: Communication

Workplace Communications

• Definition: The ability to share and understand meaning among group members.

• Importance: Essential for any group; facilitates oversight and collaboration.

The Communication Process

• Key Elements:

  • Sender: Initiates the message.

  • Message: The content communicated.

  • Encoding: Translating thoughts into communicable concepts.

  • Channel: The medium used to send the message.

  • Receiver: The person receiving the message.

  • Decoding: Interpreting the message received.

  • Feedback: Response from the receiver to the sender.

  • Noise: Any interference in the communication process.

Channels of Communication

• Formal Communication: Follows organizational authority chains, often relating to professional activities.

• Informal Communication: Spontaneous and often personal or social in nature.

Types of Communication

1. Downward Communication:

   • Flows from higher levels to lower levels.

   • One-way; managers inform employees without soliciting input.

2. Upward Communication:

   • Flows from lower levels to higher levels.

   • Keeps management informed of employee feelings and feedback.

3. Lateral Communication:

   • Communicating horizontally among peers or within work groups.

Small-Group Communication Networks

• Types:

  1. Chain: Communication flows from one person to another in sequence.

  2. Wheel: One person acts as a central hub for messages.

  3. All-Channel: Every member communicates with all others.

• Effectiveness Criteria:

  • Speed: Varies by network type.

  • Accuracy: High in chains and wheels; moderate in all-channel.

  • Emergence of Leadership: High in wheels; none in all-channel.

  • Member Satisfaction: Highest in all-channel; low in wheels.

Information Richness and Communication

• Communication Channels Ranked by Richness:

  • High Richness: Face-to-face > Telephone > Voicemail > Email > Memos > Reports (Low Richness).

• Implication: Rich media is better for complex messages.

Modes of Communication

• Oral Communication:

  • Advantages: Speed, immediate feedback; simple corrections.

  • Disadvantages: Improv nature can lead to misunderstandings; lack of record.

• Written Communication:

  • Allows for reflection and clarity, but processing takes longer.

  • Suitable for complex, important information needing record-keeping.

• Nonverbal Communication:

  • Conveys emotional states and relational dynamics.

  • Highly influenced by cultural factors; potential for misunderstanding.

Strategies for Choosing Communication Channels

• Depends on:

  • Routine vs. unique messages.

  • Anticipated emotional engagement.

  • Required feedback and clarity.

• Use diverse methods for critical communications; stay mindful of nonverbal cues and cultural differences.

Communicating in Times of Crisis

• Challenges: Anxiety impacts understanding; clear messages are crucial.

• Strategies:

  • Develop a crisis management plan beforehand.

  • Maintain truthfulness, frequent updates, and use multiple channels for communication.

Barriers to Effective Communication

• Common Barriers:

  • Filtering, selective perception, information overload, emotional factors, language differences, silence, and apprehension.

Global Communication Barriers

• Cross-Cultural Issues:

  • Variances in semantics, tone, perception, and contextual understanding.

• Cultural Context:

  • High-Context Cultures: Rely on nonverbal cues and context.

  • Low-Context Cultures: Prefer explicit spoken/written messages.

Cross-Cultural Communication Guide

• Understand your own biases.

• Promote respect and fairness in interactions.

• Attempt to understand cultural contexts of others.

• Listen actively and communicate clearly. Avoid jargon and misinterpretations.

MINI CASE 1

Discussion Questions and Answers

1. Why do you think the grease trap cleaning issue has not been drawn to Melisande’s attention?
   The grease trap cleaning issue might not have been drawn to Melisande’s attention for a few reasons:

   • Lack of Communication: There seems to be a disconnect between the staff and the owner, which could lead to unreported issues.

   • Informal Work Culture: Employees may rely more on informal communication with each other (like Joscelin's instructions) than on formal directives from the owner. This might create a culture where problems do not escalate to management.

   • Absentee Leadership: Melisande might not have observed the cleaning process herself, as she is rarely present, which could lead to her being unaware of practical challenges faced by employees during cleanup.

2. What might Melisande do differently to encourage more upward communication?
   Melisande could take several steps to improve upward communication:

   • Regular Check-Ins: Implement regular meetings with staff to discuss processes and improvements, allowing employees to voice their concerns and experiences directly.

   • Open Door Policy: Establish a policy where employees feel comfortable reaching out to her with questions or issues, ensuring they know their feedback is valued.

   • Staff Training Follow-Ups: Schedule follow-up sessions after initial training to allow employees to ask questions about their roles and clarify any discrepancies in instructions.

   • Incorporation of Feedback: Actively request and incorporate feedback from employees regarding their experiences during training and operations, which may help identify areas needing attention.

3. How can the informal communication network impact the effectiveness of orientation and training?
   The informal communication network can significantly impact the effectiveness of orientation and training in both positive and negative ways:

   • Positive Impact:

     • Employees may feel more comfortable sharing practical tips and advice (as Joscelin did) among peers, which can lead to a more successful adaptation to work processes.

     • Colleagues can provide support and guidance that aligns with the day-to-day realities of the job.

   • Negative Impact:

     • Conflicting information can arise, as seen in the communication from Joscelin that contradicted Melisande's instructions, leading to confusion and potential safety hazards.

     • The reliance on informal channels could prevent critical data from reaching management, as employees might not formally document issues, potentially compromising overall workplace safety and

MINI CASE 2

Communication Errors

1. Lack of Openness in Management: John presented his idea without encouraging genuine feedback from the team. This showed a lack of openness that stifled communication.

2. Failure to Acknowledge Past Sacrifices: John failed to recognize and address the sacrifices employees made during difficult times, which could lead to feelings of resentment.

3. Aggressive Response to Feedback: John reacted defensively and aggressively to Rodrigo’s honest feedback instead of considering it constructively. This discourages open dialogue in the future.

4. Not Facilitating a Safe Environment for Discussion: By belittling Rodrigo’s comments, John created a hostile environment, making others uncomfortable to speak up.

Communication Barriers and Perceptual Biases

1. Selectivity Bias: John seemed to only accept views that aligned with his own or the management’s stance, showcasing a selectivity bias which led him to dismiss Rodrigo’s important concerns.

2. Confirmation Bias: John may have been looking for validation of his decision rather than constructive criticism, leading to his overreaction.

3. Emotional Response: John's irritation may have clouded his judgment, preventing him from responding rationally to Rodrigo's concerns.

4. Filtering: John filtered the feedback from his team based on preconceived notions about their loyalty, failing to appreciate their genuine insights.

Suggestions for Improvement

1. Rodrigo’s Approach: Rodrigo could have acknowledged the positives first before expressing his critique to soften the feedback tone and make it more acceptable.

2. John’s Approach: John could have encouraged a more open atmosphere by acknowledging past sacrifices and inviting further discussion on Rodrigo's points rather than launching into a defensive response.

Creating an Environment for Upward Communication

1. Implement a Feedback Framework: John could put in place a formal mechanism for staff to submit feedback comfortably, ensuring all voices are heard and valued.

2. Regular Check-Ins: Establish routine meetings to discuss employee concerns, allowing a consistent platform for open communication.

3. Training on Emotional Intelligence: John could benefit from training on emotional intelligence to improve his reaction to feedback and manage responses constructively.