Organizational Behavior &

Leadership

Celesti Colds Fechter, Ph.D.

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 Communication
What is communication?

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 Communication
What is communication?

Communication is the 2-way process of

transferring or exchanging information that is
shared and mutually understood.

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 Communication
What is communication?

Communication is the 2-way process of

transferring or exchanging information that is
shared and mutually understood.

Communication requires a sender, a receiver,

and a channel (means of conveyance) that is
understood by both the sender and the
receiver.

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 Communication
What are the main functions of
communication in organizations?

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 Communication
What are the main functions of
communication in organizations?
1. Control

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 Communication
What are the main functions of
communication in organizations?
1. Control
 Formal communication – organizations have

authority hierarchies and formal guidelines

that employees are required to follow.

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 Communication
What are the main functions of
communication in organizations?
1. Control
 Formal communication – organizations have

authority hierarchies and formal guidelines

that employees are required to follow.
 Informal communication - also controls

behavior: e.g., when work groups harass

members, they are informally controlling
others’ behavior.

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 Communication
2. Motivation

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 Communication
2. Motivation
 Clarifies to employees what is to be done,
how well they are doing, and how to
improve performance.

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 Communication
2. Motivation
 Clarifies to employees what is to be done,
how well they are doing, and how to
improve performance.

 The formation of specific goals, feedback on

progress toward goals, and reinforcement of
desired behavior stimulate motivation and
require communication.

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 Communication
3. Emotional Expression

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 Communication
3. Emotional Expression
 Communication provides release for
emotional expression of feelings and fulfills
social needs.

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 Communication
3. Emotional Expression
 Communication provides release for
emotional expression of feelings and fulfills
social needs.

 Sometimes the work group is an individual’s

primary source of social interaction.

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 Communication
4. Information

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 Communication
4. Information

 Communication facilitates decision making.

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 Communication
4. Information

 Communication facilitates decision making.

 Communication provides information by

transmitting data to identify and evaluate
choices.

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 Communication
Three directions of communication
1. Downward communication flows from one
level to a lower level

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 Communication
Three directions of communication
1. Downward communication flows from one
level to a lower level
 Downward communication assigns goals,
provides instructions, communicates policies and
procedures, provides feedback.

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 Communication
Three directions of communication
1. Downward communication flows from one
level to a lower level
 Downward communication assigns goals,
provides instructions, communicates policies and
procedures, provides feedback.
 Downward communication explains the reasons
why a decision was made.

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 Communication
Three directions of communication
1. Downward communication flows from one level
to a lower level
 Downward communication assigns goals, provides
instructions, communicates policies and procedures,
provides feedback.
 Downward communication explains the reasons why
a decision was made.
 One problem with downward communication is the
one-way nature of downward communication.

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 Communication
2. Upward communication flows to a
higher level in the group or organization

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 Communication
2. Upward communication flows to a
higher level in the group or organization:
 Provides feedback to higher-ups, informs
them of progress, and relays current
problems.

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 Communication
2. Upward communication flows to a
higher level in the group or organization:
 Provides feedback to higher-ups, informs
them of progress, and relays current
problems.

 To engage in effective upward

communication:

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 Communication
2. Upward communication flows to a
higher level in the group or organization:
 Provides feedback to higher-ups, informs
them of progress, and relays current
problems.

 To engage in effective upward

communication:
-Communicate in headlines, not paragraphs

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 Communication
2. Upward communication flows to a higher
level in the group or organization:
 Provides feedback to higher-ups, informs them of
progress, and relays current problems.

 To engage in effective upward communication:

-Communicate in headlines, not paragraphs

-Support headlines with actionable items

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 Communication
2. Upward communication flows to a higher level
in the group or organization:
 Provides feedback to higher-ups, informs them of progress,
and relays current problems.

 To engage in effective upward communication:

-Communicate in headlines, not paragraphs

-Support headlines with actionable items

-Prepare an agenda to make sure you use your

boss’s attention well

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 Communication
3. Lateral communication takes place among
members of the same work group, among
members of work groups at the same level, among
managers at the same level, among horizontally
equivalent personnel.

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 Communication
3. Lateral communication takes place among
members of the same work group, among
members of work groups at the same level, among
managers at the same level, among horizontally
equivalent personnel.
 Often necessary to save time and facilitate
coordination.

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 Communication
3. Lateral communication takes place among
members of the same work group, among
members of work groups at the same level, among
managers at the same level, among horizontally
equivalent personnel.
 Often necessary to save time and facilitate
coordination.
 May be formally sanctioned.

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 Communication
3. Lateral communication takes place among
members of the same work group, among
members of work groups at the same level, among
managers at the same level, among horizontally
equivalent personnel.
 Often necessary to save time and facilitate
coordination.
 May be formally sanctioned.
 May create dysfunctional conflicts.

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 Communication
The Grapevine

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 Communication
The Grapevine
 Informal communication network in a group or
organization.

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 Communication
The Grapevine
 Informal communication network in a group or
organization.

 Rumors emerge as a response to situations that

important, when there is ambiguity, and under
conditions that arouse anxiety.

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 Communication
The Grapevine
 Informal communication network in a group or
organization.

 Rumors emerge as a response to situations that

important, when there is ambiguity, and under
conditions that arouse anxiety.

 Work situations sometimes contain elements

which explains why rumors flourish.

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 Communication
Oral communication

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 Communication
Oral communication
The primary means of conveying messages

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 Communication
Oral communication
The primary means of conveying messages
 Speeches, formal one-on-one and group
discussions, informal rumor mills or
grapevines

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 Communication
Oral communication
The primary means of conveying messages
 Speeches, formal one-on-one and group
discussions, informal rumor mills or
grapevines
 Meetings
 Videoconferencing
 Telephone

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 Communication
Written communication

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail
 Instant Messaging
 Text Messaging
 Social Media
 Anything else in writing

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 Communication
Written communication
 Letters

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 Communication
Written communication
 Letters
 PowerPoint

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail
 Instant Messaging

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail
 Instant Messaging
 Text Messaging

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail
 Instant Messaging
 Text Messaging
 Social Media

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 Communication
Written communication
 Letters
 PowerPoint
 E-mail
 Instant Messaging
 Text Messaging
 Social Media
 Anything else in writing

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 Communication
Nonverbal communication

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 Communication
Nonverbal communication
 Body movement

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 Communication
Nonverbal communication
 Body movement
 Intonations or emphasis on given words

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 Communication
Nonverbal communication
 Body movement
 Intonations or emphasis on given words
 Facial expressions

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 Communication
Nonverbal communication
 Body movement
 Intonations or emphasis on given words
 Facial expressions
 Physical distance between sender and receiver

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 Communication
Nonverbal communication
 Body movement
 Intonations or emphasis on given words
 Facial expressions
 Physical distance between sender and receiver
 Body language (can convey status, level of
engagement, and emotional state)

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 Communication
Cultural considerations

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 Communication
Cultural considerations
Physical distance has cultural meaning

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 Communication
Cultural considerations
Physical distance has cultural meaning
 What is considered proper spacing between

people depends on cultural norms.

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 Communication
Cultural considerations
Physical distance has cultural meaning
 What is considered proper spacing between

people depends on cultural norms.

 A businesslike distance in some European

countries feels intimate in may parts of North

America.

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 Communication
Cultural considerations
Physical distance has cultural meaning
 What is considered proper spacing between

people depends on cultural norms.

 A businesslike distance in some European

countries feels intimate in may parts of North

America.
 Distance may indicate aggressiveness or sexual

interest or may signal disinterest or displeasure in

what is being said.

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 Communication
Choice of communication
channel

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 Communication
Choice of communication
channel

The choice of channel depends on

whether the message is routine.

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 Communication
Choice of communication
channel

The choice of channel depends on

whether the message is routine.

 Routine messages tend to be

straightforward and have a minimum of
ambiguity.

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 Communication
Choice of communication channel

The choice of channel depends on whether

the message is routine.

 Routine messages tend to be straightforward

and have a minimum of ambiguity.
 Choose oral communication when you need to
gauge a receiver’s receptivity.

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 Communication
Choice of communication channel

The choice of channel depends on whether the

message is routine.

 Routine messages tend to be straightforward and

have a minimum of ambiguity.
 Choose oral communication when you need to
gauge a receiver’s receptivity.
 Written communication is more reliable for complex
and lengthy communications.

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 Communication
Choice of communication channel (cont.)

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 Communication
Choice of communication channel (cont.)
 Letters are used in business primarily for
networking purposes and when signatures need
to be authentic.

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 Communication
Choice of communication channel (cont.)
 Letters are used in business primarily for
networking purposes and when signatures need
to be authentic.
 Consider the following when using e-mail:

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 Communication
Choice of communication channel (cont.)
 Letters are used in business primarily for networking
purposes and when signatures need to be authentic.
 Consider the following when using e-mail:

-Risk of misinterpreting the message

-Fallout from negative messages
-Time-consuming nature
-Limited expression of emotions
-Privacy concerns
-Professionalism

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 Communication
Choice of communication channel (cont.)

 Companies may monitor internet use and e-mail

and some use video surveillance and record
phone conversations.

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 Communication
Problems with cross-cultural
communication
Cultural barriers
 Semantics – words mean different things to

different people.
 Connotation – words imply different things in

different languages.
 Tone differences.

 Differences in tolerance for conflict and

methods for resolving conflict.

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 Communication
How you can overcome problems in
cross-cultural communication

 Know yourself
 Foster a climate of respect and fairness

 Learn the cultural context of each person

 When in doubt, listen

 State facts, not your interpretation

 Consider the other person’s viewpoint

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