ch10 Communication

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
OBJECTIVES
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
1. Describe the communication process.

2. Contrast the advantages and disadvantages of
oral versus written communication.
LEARNING
3. Compare the effectiveness of the chain,

wheel, and all-channel networks.
4. Identify the factors affecting the use of the
grapevine.
5. Discuss how computer-aided technology is
changing organizational communication.
© 2003 Prentice Hall Inc. All rights reserved. 10–2

O B J E C T I V E S (cont’d)
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
6. Explain the importance of channel richness to

improving communication effectiveness.
7. Identify common barriers to effective
communication.
8. List behaviors related to effective active
listening.
LEARNING
9. Contrast the meaning of talk for men versus

women.
10. Describe the potential problems in cross-
cultural communication.
Functions
Functions of
of Communication
Communication
Communication
CommunicationFunctions
Functions
1.
1. Control
Controlmember
memberbehavior.
behavior.
2.
2. Foster
Fostermotivation
motivationfor
forwhat
whatis
isto
tobe
bedone.
done.
3.
3. Provide
Provideaarelease
releasefor
foremotional
emotionalexpression.
expression.
4.
4. Provide
Provideinformation
informationneeded
neededto
tomake
make
decisions.
decisions.
The
The Communication
Communication Process
Process Model
Model
EXHIBIT 10-1

Direction
Direction of
of Communication
Communication
Downward
Lateral
Upward

Interpersonal
Interpersonal Communication
Communication
 Oral Communication
– Advantages: Speed and feedback.
– Disadvantage: Distortion of the message.
 Written Communication
– Advantages: Tangible and verifiable.
– 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.
Intonations:
Intonations: It’s
It’s the
the Way
Way You
You Say
Say It!
It!
EXHIBIT 10-2

Three
Three Common
Common Formal
Formal Small-Group
Small-Group Networks
Networks
EXHIBIT 10-3

Small-Group
Small-Group Networks
Networks and
and Effectiveness
Effectiveness
Criteria
Criteria
EXHIBIT 10-4

Grapevine
Grapevine
 Grapevine Characteristics
– Not controlled by management.
– Perceived by most employees as being more
believable and reliable than formal
communications.
– Largely used to serve the self-interests of
those who use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety

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

Computer-Aided
Computer-Aided Communication
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:
Emoticons: Showing
Showing Emotion
Emotion in
in E-Mail
E-Mail
EXHIBIT 10-6

Choice
Choice of
of Communication
Communication Channel
Channel
Characteristics
Characteristicsof
ofRich
RichChannels
Channels
1.
1. Handle
Handlemultiple
multiplecues
cuessimultaneously.
simultaneously.
2.
2. Facilitate
Facilitaterapid
rapidfeedback.
feedback.
3.
3. Are
Arevery
verypersonal
personalinincontext.
context.

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

Barriers
Barriers to
to Effective
Effective Communication
Communication

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

Communication
Communication Barriers
Barriers Between
Between Men
Men and
and
Women
Women
 Men talk to:  Women talk to:
– Emphasize status, – Establish
power, and connection and
independence. intimacy.
– Complain that – Criticize men for
women talk on and not listening.
on. – Speak of problems
– Offer solutions. to promote
– To boast about closeness.
their – Express regret and
accomplishments. restore balance to
a conversation.
Cross-Cultural
Cross-Cultural Communication
Communication
 Cultural Barriers
– Barriers caused by semantics
– Barriers caused by word connotations
– Barriers caused by tone differences
– Barriers caused by differences among
perceptions

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

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

Communication
Communication Barriers
Barriers and
and Cultural
Cultural Context
Context

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

AA Cultural
Cultural Guide
Guide
Cultural
CulturalContext
ContextCommunication
CommunicationRules:
Rules:
1.
1. Assume
Assumedifferences
differencesuntil
untilsimilarity
similarityis
isproven.
proven.
2.
2. Emphasize
Emphasizedescription
descriptionrather
ratherthan
than
interpretation
interpretationor
orevaluation.
evaluation.
3.
3. Practice
Practiceempathy.
empathy.
4.
4. Treat
Treatyour
yourinterpretations
interpretationsas
asaaworking
working
hypothesis.
hypothesis.

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ORGANIZATIONAL BEHAVIOR

1. Describe the communication process.

3. Compare the effectiveness of the chain,

© 2003 Prentice Hall Inc. All rights reserved. 10–2

6. Explain the importance of channel richness to

9. Contrast the meaning of talk for men versus

© 2003 Prentice Hall Inc. All rights reserved. 10–5

© 2003 Prentice Hall Inc. All rights reserved. 10–6

© 2003 Prentice Hall Inc. All rights reserved. 10–8

© 2003 Prentice Hall Inc. All rights reserved. 10–9

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

© 2003 Prentice Hall Inc. All rights reserved. 10–11

© 2003 Prentice Hall Inc. All rights reserved. 10–12

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

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

© 2003 Prentice Hall Inc. All rights reserved. 10–15

Low channel richness High channel richness

© 2003 Prentice Hall Inc. All rights reserved. 10–16

© 2003 Prentice Hall Inc. All rights reserved. 10–17

© 2003 Prentice Hall Inc. All rights reserved. 10–18

© 2003 Prentice Hall Inc. All rights reserved. 10–20

© 2003 Prentice Hall Inc. All rights reserved. 10–21

© 2003 Prentice Hall Inc. All rights reserved. 10–22

© 2003 Prentice Hall Inc. All rights reserved. 10–23

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

© 2003 Prentice Hall Inc. All rights reserved. 10–25

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