组织行为学精要第十版chapter10 communication

Copyright©2010PearsonEducation,Inc.10-1EssentialsofOrganizationalBehavior,10/eStephenP.Robbins&TimothyA.JudgeChapter10CommunicationProcessesCopyright©2010PearsonEducation,Inc.10-2Afterstudyingthischapter,youshouldbeableto:1.Describethecommunicationprocessanddistinguishbetweenformalandinformalcommunication.2.Contrastdownward,upward,andlateralcommunicationandprovideexamplesofeach.3.Contrastoral,written,andnonverbalcommunication.4.Contrastformalcommunicationnetworksandthegrapevine.5.Identifycommonbarrierstoeffectivecommunication.6.Showhowtoovercomethepotentialproblemsincross-culturalcommunication.Copyright©2010PearsonEducation,Inc.10-3TheCommunicationProcessCopyright©2010PearsonEducation,Inc.10-4ChannelsofCommunicationFormal•Pathfollowstheauthoritychain•MessagesrelatetoprofessionalactivitiesInformal•Spontaneouschannelsfromindividualchoice•MessagesoftenpersonalorsocialCopyright©2010PearsonEducation,Inc.10-5TheCommunicationProcessCopyright©2010PearsonEducation,Inc.10-6DirectionofCommunicationManagerExecutiveManagerEmployeeManagerUpwardDownwardLateralCopyright©2010PearsonEducation,Inc.10-7InterpersonalCommunicationThreeForms:•Oral•Written•NonverbalCopyright©2010PearsonEducation,Inc.10-8OralCommunication•AdvantagesSpeedFeedbackSimpletoCorrect•DisadvantagesPotentialfordistortedmessagewhenpassedthroughanumberofpeopleCopyright©2010PearsonEducation,Inc.10-9WrittenCommunication•Provideatangibleandverifiablerecord•Recordcanbestoredforanindefiniteperiodoftime•Physicallyavailableforlaterreference•Morelikelytobewellthought-out,logical,andclear•Timeconsuming•Lackoffeedback•MaynotbereadAdvantagesDisadvantagesCopyright©2010PearsonEducation,Inc.10-10NonverbalCommunication•Bodylanguageconveys:TheextentofaffinityforanotherTherelativeperceivedstatusbetweenasenderandreceiver•Meaningchangeswith:IntonationFacialExpressionPhysicalDistanceCopyright©2010PearsonEducation,Inc.10-11FormalSmall-GroupNetworks•Chaingivesbestaccuracy•Wheelfacilitatesleadershipdevelopment•All-ChannelprovidesmembersatisfactionCopyright©2010PearsonEducation,Inc.10-12TheGrapevine•Emergeswhen:SituationisimportantAmbiguityexistsSituationcausesanxiety•ThreeCharacteristics:NotcontrolledbymanagementPerceivedasbeingmorebelievableandreliable(andoftenis)Largelyusedtoserveself-interestofthosewillingtocommunicateCopyright©2010PearsonEducation,Inc.10-13ElectronicCommunication•E-mail•InstantandTextMessaging•WebLogs(Blogs)•VideoconferencingCopyright©2010PearsonEducation,Inc.10-14E-MailLimitations•Easytomisinterpret•Shouldnotbeusedfornegativemessages•Overusedandoverwhelms•Peopleareemotionallydisinhibited•PrivacyconcernsCopyright©2010PearsonEducation,Inc.10-15IM&TM•Essentiallyreal-time•Inexpensive•Goodforshortmessages•Somefinditintrusiveanddistracting•MaybeinappropriateforformalbusinessmessagesDeal?OMGy!;)BRB-BOSkCopyright©2010PearsonEducation,Inc.10-16SocialNetworkingSoftware•Explosivegrowtharea.•Facebook®andMySpace®•Individualspostinformationaboutthemselvespublicly–seenby:PotentialemployersCurrentemployersPolice,federalagencies…Copyright©2010PearsonEducation,Inc.10-17WebLogs(Blogs)•Anotherpublicprivatespace•Websitesaboutasinglepersonorcompanyusuallyupdateddaily•MaybeusedtogatherinformationfromcustomersCopyright©2010PearsonEducation,Inc.10-18Videoconferencing•Permitsemployeestoconductinteractivemeetingswithoutbeingphysicallyinthesameroom•Conservestravelfunds•BecomingmoreaccessibleascostsdropCopyright©2010PearsonEducation,Inc.10-19KnowledgeManagement•Processoforganizinganddistributinganorganization’scollectivewisdomsotherightinformationgetstotherightpeopleattherighttime•NeedssystemicapproachCopyright©2010PearsonEducation,Inc.10-20BarrierstoEffectiveCommunication•Filtering•SelectivePerception•InformationOverload•Emotions•Language•CommunicationApprehensionCopyright©2010PearsonEducation,Inc.10-21GlobalImplicationsCulturalCommunicationBarriers:1.Semantics–wordsmeandifferentthingstodifferentpeople2.WordConnotations–wordsimplydifferentthingsindifferentlanguages3.ToneDifferences–insomeculturestonechangesdependingoncontext4.DifferencesinPerception–differentworldviewsCopyright©2010PearsonEducation,Inc.10-22ACulturalGuide1.Assumedifferencesuntilsimilarityisproved2.Emphasizedescriptionratherthaninterpretationorevaluation3.Practiceempathy4.TreatyourinterpretationasaworkinghypothesisCopyright©2010PearsonEducation,Inc.10-23ImplicationsforManagers•Removingtheuncertaintyleadstogreatersatisfaction:CommunicateviamultiplechannelsReducedistortionandincongruitiesforclarity•Useelectronicmediawiselyandcarefully•CulturalcommunicationbarrierscanbeovercomewithunderstandingCopyright©2010PearsonEducation,Inc.10-24KeepinMind…•Eachcommunicationdirectionhasitsownchallengethatmustbeovercome•Eachformofcommunicationhasanoptimalpurposeandspecificlimitations–useappropriately•CommunicationbarriersoftenretardordistortcommunicationCopyright©2010PearsonEducation,Inc.10-25Summary1.Describedthecommunicationprocessanddistinguishedbetweenformalandinformalcommunication.2.Contrasteddownward,upward,