Organizational Behavior

Eighteenth Edition, Global Edition

Chapter 12

Communication

Copyright © 2019 Pearson Education, Ltd. All Rights Reserved.

 Learning Objectives (1 of 2)
12.1 Describe the functions and process of communication.

12.2 Contrast downward, upward, and lateral communication through

small-group networks and the grapevine.
12.3 Contrast oral, written, and nonverbal communication.
12.5 Differentiate between automatic and controlled processing of
persuasive messages.
12.6 Identify common barriers to effective communication.
12.7 Discuss how to overcome the potential problems of cross-
cultural communication.
Describe the Functions and Process of Communication (1 of 7)

Communication serves five major functions within a group or organization:

Management

Feedback

Emotional sharing

Persuasion

Information exchange
 Describe the Functions and Process of Communication (2 of 7)

• 1- Communication acts to manage member behavior. An example:

• Authority hierarchies and formal guidelines.

Job descriptions and company policies.

• Workgroup teasing or harassing .

• 2- Communication creates feedback by clarifying to employees what they

must do, how well they are doing it, and how they can improve their
performance.

• 3- Communication, therefore, provides for the emotional sharing of feelings

and fulfillment of social needs.
Describe the Functions and Process of Communication (5 of 7)

• 4- Like emotional sharing, persuasion can be good or bad depending on if, say, a leader is trying to persuade a workgroup to believe in the organization’s commitment to corporate social responsibility (CSR).

• 4- Persuasion can benefit or harm an organization.

• 5- The final function of communication is information exchange to facilitate

decision making.
• Communication provides the information individuals and groups need to make decisions by transmitting the data needed to ident ify and evaluate choices.
 Describe the Functions and Process of Communication (7 of 7)
Exhibit 12-1 The Communication Process
In a communication process, the ________ initiates a message by encoding a thought.
Answer ( Sender)
John writes a memo to his employees. Putting his thoughts onto paper is an example of
________.
Answer: (Encoding)
Which of the following statements is definitely true regarding an informal communication
channel?
A) It traditionally follows the authority chain within the organization.
B) It generally transmits messages related to the professional activities of members.
C) It is established by the organization.
D) It is generally used for communicating personal or social messages.
E) Information regarding change in the policies of the organization is transmitted through it.
Answer: D
A receiver who translates a sender's message is engaging in the process of ________.
Answer (Decoding)
 Direction of Communication
flows to a higher
(Three direction flows)
level in the group or takes place
organization among
Executive members of
the same work
Upward group
Lateral

Manager Manager Manager

flows from
one level to
a lower level
Downward
Employee

11-8
Contrast Downward, Upward, and Lateral Communication (1 of 7)

Downward communication: flows from one level to a lower level.

• Assign goals, provide instructions, communicate policies and procedures,

and provide feedback.

• Downward communication must explain the reasons why a decision was

made.

• One problem is the one-way nature of downward communication.

 Contrast Downward, Upward, and Lateral Communication (2 of 7)

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

• Provide feedback to higher-ups, inform them of progress, and relay current problems.

• Communicate in headlines, . not paragraphs

• Support your headlines with actionable plan.

• Prepare an agenda to make sure you use your boss’s attention well.
Contrast Downward, Upward, and Lateral Communication (3 of 7)

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, or among any horizontally equivalent personnel.

– Often necessary to save time and facilitate coordination.

▪ May be formally sanctioned.

▪ Can create dysfunctional conflicts.

Contrast Downward, Upward, and Lateral Communication (6 of 7)

The informal communication network in a group or organization is called the

grapevine.

– It gives managers a feel for the morale of their organization, identifies issues
employees consider important, and helps tap into employee anxieties.
 Contrast Downward, Upward, and Lateral Communication (7 of 7)
Exhibit 12-4 Dealing with Gossip and Rumors (ShERI)

1. Share the information you have ,

, and the information you don’t—where there is good formal communication with much information there is no need for rumors. When you don’t know information that others are seeking, discuss when you will know and follow up.

2. Explain,. As a manager, discuss what decisions are made and why they were
made there is no need for rumor. as well as the plan going forward.

3. Respond to rumors noncommittally. Make certain to gather all sides of the

story.
4. Invite employees to discuss their concerns, ideas, suggestions, thoughts, and
feelings about organizational matters. Help them frame their thoughts into more objective viewpoints.
Contrast Downward, Upward, and Lateral Communication (4 of 7)
Exhibit 12-2 Three Common Small-Group Networks
 Contrast Downward, Upward, and Lateral Communication (5 of 7)
Exhibit 12-3 Small-Group Networks and Effective Criteria (SAES) (SEAS) Q

Criteria Chain Networks Wheel All-Channel

Speed Moderate Fast Fast
Accuracy High High Moderate
Emergence of a leader Moderate High None
Member Satisfaction Moderate Low High
Which of the following types of small-group communication networks is most effective for
facilitating the emergence of a leader?
A) chain network
B) all-channel network
C) wheel network
D) mesh network
E) bus network
Answer: C

Which of the following types of small-group communication networks should be used if

high member satisfaction is desired?
A) star network
B) wheel network
C) mesh network
D) all-channel network
E) chain network
Answer: D
Peter is working on a project. He feels that the parameters need to be changed to meet
client specifications. First he must talk to his immediate supervisor, who then discusses
the issue with her department director. Peter is most likely part of which of the following
types of small-group communication network?
A) star network B) mesh network
C) chain network D) all-channel network
E) ring network
Answer: C

If a checkout clerk reports to a department manager, who in turn reports to a store

manager, who reports to a regional manager, the communication network is said to be
a(n) ________ network.
A) Mesh B) all-channel C) Star D) chain E) wheel
Answer: D
 Contrast Oral, Written, and Nonverbal Communication (1 of 7)

Oral Communication

• The primary means of conveying messages. Speeches, formal one-on-one and

group discussions, and informal rumor mills or grapevines are popular forms of
oral communication.

• Meetings

• Videoconferencing and conference calling

• Telephone
 Contrast Oral, Written, and Nonverbal Communication
• Written Communication

• Letters

• PowerPoint

• E-mail

• Instant Messaging

• Text Messaging

• Social Media

• Aps

• Blogs
 Contrast Oral, Written, and Nonverbal Communication

• Nonverbal Communication
Includes body movements, the intonations or emphasis we give to
words, facial expressions, and the physical distance between the
sender and receiver.
• Body language can convey status, level of engagement, and
emotional state.
 Contrast Oral, Written, and Nonverbal Communication
Exhibit 12-6 Intonations: It’s the Way You Say It!

Change your tone and you change your

meaning:

Placement of the Emphasis What It Means

Why don’t I take you to dinner tonight? I was going to take someone else.

Why don’t I take you to dinner tonight? Instead of the guy you were going with.

Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you.

Why don’t I take you to dinner tonight? Do you have a problem with me?

Why don’t I take you to dinner tonight? Instead of going on your own.

Why don’t I take you to dinner tonight? Instead of lunch tomorrow.

Why don’t I take you to dinner tonight? Not tomorrow night.

Contrast Oral, Written, and Nonverbal Communication
Physical distance also has meaning.
• What is considered proper spacing between people largely
depends on cultural norms.
• A businesslike distance in some European countries feels intimate in many parts of North America.

• Distance may indicate aggressiveness, or it may signal displeasure

with what is being said.
 Persuasive Communication (1 of 2)

Automatic processing: a relatively superficial consideration of information. evidence and

It takes little time and low effort, but it lets us be easily fooled by a variety of tricks, like a cute jingle or glamorous photo.

Controlled processing: a detailed consideration of information relying on facts, evidence and

figures, and logic.

Requires effort and energy, but it’s harder to fool someone who engages in it.
 Persuasive Communication (2 of 2)
Rules of thumb for determining the choice of processing Automatic
Or controlled):
• Interest level
• Prior knowledge
• Personality
Need for cognition
• Message characteristics

• Match your message to your audience

Identify Common Barriers to Effective Communication
Barriers to Effective Communication

Filtering

Selective perception

Information overload

Emotions

Language

Silence

Communication apprehension

Lying
 Barriers to Effective Communication

• Filtering (the sender sorts information shared so that it will be

seen as more favorable by the receiver. It occurs when
managerial levels are large and the manager is sensitive to
criticism

• Selective perception: People selectively interpret what they see

based
11-27
on their own experiences and attitudes.
 Barriers to Effective Communication

• Information overload: where the information they are receiving exceeds

their capacity to process it all.

• Emotions: The receiver’s emotions will influence their interpretation of

the message.
11-29
 Barriers to Effective Communication

• Language: (words mean different things to different people and can

influence the message significantly.)

• Silence: it can mean non-interest or inability to deal with the message)

11-30
 Barriers to Effective Communication

• Communication apprehension: people experience undue anxiety in oral

and/or written communication.

• Lying: many people lie, and that combined with the difficulty of detecting
exactly when it’s occurring.
11-31
Filtering is a barrier to effective communication. Filtering takes place when ________.
A) the interpretation of the message gets affected by the receiver's emotion
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favorably
D) the receivers in the communication process selectively see and hear based on their
motivations, experience, and other personal characteristics
E) receivers also project their interests and expectations into communications as they decode
them

Answer: C
Receivers in communication see and hear based on their needs, motivations,
experience, background, and other personal characteristics. This is called ________.
Answer (selective perception)
Which of the following is not a barrier to effective communication?
A) filtering B) silence
C) selective perception D) information overload
E) the grapevine
Answer: E
) Information overload occurs when ________.
A) the interpretation of the message gets affected by the receiver's cultural
background
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more
favorably
D) the information transmitted to the receiver is distorted by the communication
channel
E) the information sent by the sender does not reach the receiver
Answer: B