Organizational Behavior: Stephen P. Robbins

ORGANIZATIONAL BEHAVIOR
S T E P H E N P. R O B B I N S
WWW.PRENHALL.COM/ROBBINS
T E N T H E D I T I O N
© 2003 Prentice Hall Inc. All rights reserved. PowerPoint Presentation by Charlie Cook
Functions of Communication
Communication Functions
1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.
4. Provide information needed to make
decisions.
© 2003 Prentice Hall Inc. All rights reserved. 10–2

The Communication Process Model
EXHIBIT 10-1

Direction of Communication
Downward
Lateral
Upward

Direction of Communication
 Communication that flows from one level of a group or organization to a
lower level is downward communication. Group leaders and
managers use it to assign goals, provide job instructions, explain
policies and procedures, point out problems that need attention, and
offer feedback about performance.
 Upward communication flows to a higher level in the group or
organization. It’s used to provide feedback to higher-ups, inform them
of progress toward goals, and relay current problems. Upward
communication keeps managers aware of how employees feel about
their jobs, co-workers, and the organization in general. Managers also
rely on upward communication for ideas on how conditions can be
improved.
 When communication takes place among members of the same work
group, members of work groups at the same level, managers at the
same level, or any other horizontally equivalent workers, we describe it
as lateral communication.

Interpersonal Communication
 Oral Communication
– Advantages: Speed and responsive feedback, effective for
generating corrective action.
– Disadvantage: Distortion of the message.
 Written Communication
– Advantages: More thought out, Logical, Tangible and
verifiable, saved.
– 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 receiver’s interpretation of message.

Three Common Formal Small-Group Networks
EXHIBIT 10-3

Small-Group Networks and Effectiveness
Criteria
EXHIBIT 10-4

Grapevine/Informal Organization’s
Communication network
 Grapevine Characteristics
– The informal communication network in a group or
organization is called the grapevine
– Not controlled by management.
– Perceived by most employees as being more
believable and reliable than formal communications.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety (appointment of
new boss, relocation of offices, downsizing
decisions)

Suggestions for Reducing the Negative
Consequences of Rumors
EXHIBIT 10-5

Computer-Aided Communication
 E-mail
– Advantages: quickly written, sent, and stored; low cost
for distribution.
– Disadvantages: information overload, lack of emotional
content, cold and impersonal.
 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.
Emoticons: Showing Emotion in E-Mail
EXHIBIT 10-6

Choice of Communication Channel
Characteristics of Rich Channels

1. Handle multiple cues simultaneously.
2. Facilitate rapid feedback.
3. Are very personal in context.

Information Richness of Communication
Channels
Low channel richness High channel richness
Routine Nonroutine
EXHIBIT 10-7

Barriers to Effective Communication

Barriers to Effective Communication (cont’d)
emotions language
How a receiver feels at the Words have different
time a message is received meanings to different
will influence how the people.
message is interpreted.

Communication Barriers Between Men and
Women
 Men talk to:  Women talk to:

– Emphasize status, – Establish connection
power, and and intimacy.
independence. – Criticize men for not
– Complain that women listening.
talk on and on. – Speak of problems to
– Offer solutions. promote closeness.
– To boast about their – Express regret and
accomplishments. restore balance to a
conversation.

Cross-Cultural Communication
 Cultural Barriers
– Barriers caused by semantics
– Barriers caused by word connotations
– Barriers caused by tone differences
– Barriers caused by differences among perceptions

Hand Gestures Mean Different Things in
Different Countries
EXHIBIT 10-10a

Hand Gestures Mean Different Things in
Different Countries (cont’d)
EXHIBIT 10-10b

Communication Barriers and Cultural Context

High-
vs.
Low-
Context
Cultures
EXHIBIT 10-11

A Cultural Guide
Cultural Context Communication Rules:

1. Assume differences until similarity is proven.
2. Emphasize description rather than
interpretation or evaluation.
3. Practice empathy.
4. Treat your interpretations as a working
hypothesis.

Removing Barriers
 Using feedback (verbal and non-verbal
 Simplifying language (to increase understanding)
 Active listening (do not over talk or interrupt the
speaker, be empathetic, make eye contact, exhibit
affirmative head nods & appropriate facial
expressions, paraphrase, ask questions)
 Watch the non-verbal cues (actions speak louder
than words)

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ORGANIZATIONAL BEHAVIOR

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Characteristics of Rich Channels

© 2003 Prentice Hall Inc. All rights reserved. 10–13

Low channel richness High channel richness

© 2003 Prentice Hall Inc. All rights reserved. 10–14

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 Men talk to:  Women talk to:

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Cultural Context Communication Rules:

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© 2003 Prentice Hall Inc. All rights reserved. 10–24

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