组织行为学英文版(第13版)ch11

Copyright©2015PearsonEducation,Inc.11-1Copyright©2015PearsonEducation,Inc.Chapter11:Communication11-2Copyright©2015PearsonEducation,Inc.LearningObjectivesAfterstudyingthischapter,youshouldbeableto:Identifythemainfunctionsofcommunication.Describethecommunicationprocessandformalandinformalcommunication.Contrastdownward,upward,andlateralcommunication.Compareandcontrastformalsmall-groupnetworksandthegrapevine.Contrastoral,written,andnonverbalcommunication.11-3Copyright©2015PearsonEducation,Inc.LearningObjectivesShowhowchannelrichnessunderliesthechoiceofcommunicationchannel.Differentiatebetweenautomaticandcontrolledprocessingofpersuasivemessages.Identifycommonbarrierstoeffectivecommunication.Showhowtoovercomethepotentialproblemsincross-culturalcommunication.11-4Copyright©2015PearsonEducation,Inc.Communicationservesfourmajorfunctionswithinagroupororganization:1.Control2.Motivation3.EmotionalExpression4.InformationLO111-5IdentifytheMainFunctionsofCommunicationCopyright©2015PearsonEducation,Inc.ControlOrganizationshaveauthorityhierarchiesandformalguidelinesthatemployeesarerequiredtofollow.Informalcommunicationalsocontrolsbehavior.Whenworkgroupsteaseorharassamemberwhoproducestoomuch,theyareinformallycommunicatingwith,andcontrolling,themember’sbehavior.LO111-6IdentifytheMainFunctionsofCommunicationCopyright©2015PearsonEducation,Inc.IdentifytheMainFunctionsofCommunicationMotivationClarifiestoemployeeswhatistobedone,howwelltheyaredoing,andwhatcanbedonetoimproveperformance.Theformationofspecificgoals,feedbackonprogresstowardthegoals,andreinforcementofdesiredbehaviorallstimulatemotivationandrequirecommunication.LO111-7Copyright©2015PearsonEducation,Inc.EmotionalExpressionCommunicationprovidesareleasefortheemotionalexpressionoffeelingsandforfulfillmentofsocialneeds.Formanyemployees,theirworkgroupisaprimarysourceofsocialinteraction.LO111-8IdentifytheMainFunctionsofCommunicationCopyright©2015PearsonEducation,Inc.InformationCommunicationfacilitatesdecisionmaking.Itprovidesinformationbytransmittingthedatatoidentifyandevaluatechoices.LO111-9IdentifytheMainFunctionsofCommunicationCopyright©2015PearsonEducation,Inc.DescribetheCommunicationProcessandFormalandInformalCommunicationLO211-10Copyright©2015PearsonEducation,Inc.ContrastDownward,Upward,andLateralCommunicationDownwardcommunicationflowsfromoneleveltoalowerlevel.Assigngoals,provideinstructions,communicatepoliciesandprocedures,andprovidefeedback.Downwardcommunicationmustexplainthereasonswhyadecisionwasmade.Explanationsincreaseemployeecommitmentandsupportofdecisions.Oneproblemistheone-waynatureofdownwardcommunication.LO311-11Copyright©2015PearsonEducation,Inc.Upwardcommunicationflowstoahigherlevelinthegroupororganization.Providefeedbacktohigher-ups,informthemofprogress,andrelaycurrentproblems.Toengageineffectiveupwardcommunication:Communicateinheadlines,notparagraphs.Supportyourheadlineswithactionableitems.Prepareanagendatomakesureyouuseyourboss’sattentionwell.LO311-12ContrastDownward,Upward,andLateralCommunicationCopyright©2015PearsonEducation,Inc.Lateralcommunicationtakesplaceamongmembersofthesameworkgroup,amongmembersofworkgroupsatthesamelevel,amongmanagersatthesamelevel,oramonganyhorizontallyequivalentpersonnel.Oftennecessarytosavetimeandfacilitatecoordination.Maybeformallysanctioned.Cancreatedysfunctionalconflicts.LO311-13ContrastDownward,Upward,andLateralCommunicationCopyright©2015PearsonEducation,Inc.CompareandContrastFormalSmall-GroupNetworks&theGrapevineLO411-14Copyright©2015PearsonEducation,Inc.LO411-15CompareandContrastFormalSmall-GroupNetworks&theGrapevineCopyright©2015PearsonEducation,Inc.TheGrapevineTheinformalcommunicationnetworkinagroupororganization.Rumorsemergeasaresponsetosituationsthatareimportanttous,whenthereisambiguity,andunderconditionsthatarouseanxiety.Worksituationsfrequentlycontainthesethreeelements,whichexplainswhyrumorsflourishinorganizations.LO411-16CompareandContrastFormalSmall-GroupNetworks&theGrapevineCopyright©2015PearsonEducation,Inc.LO411-17CompareandContrastFormalSmall-GroupNetworks&theGrapevineCopyright©2015PearsonEducation,Inc.ContrastOral,Written,andNonverbalCommunicationOralCommunicationTheprimarymeansofconveyingmessages.Speeches,formalone-on-oneandgroupdiscussions,andinformalrumormillsorgrapevinesarepopularformsoforalcommunication.MeetingsVideoconferencingTelephoneLO511-18Copyright©2015PearsonEducation,Inc.WrittenCommunicationLettersPowerPointE-mailInstantMessagingTextMessagingSocialMediaOthersLO511-19ContrastOral,Written,andNonverbalCommunicationCopyright©2015PearsonEducation,Inc.LO511-20ContrastOral,Written,andNonverbalCommunicationCopyright©2015PearsonEducation,Inc.NonverbalCommunicationIncludesbodymovements,theintonationsoremphasiswegivetowords,facialexpressions,andthephysicaldistancebetweenthesenderandreceiver.Bodylanguagecanconveystatus,levelofengagement,andemotionalstate.LO511-21ContrastOral,Written,andNonverbalCommunicationCopyright©2015PearsonEducation,Inc.Physicaldis