Organizational Behavior:

Communication

Aghaz. A. 2022 ,Organizational Behavior, Amirkabir University of

Technology
2
 The Communication Process

sender receiver

Message Encoding Channel Message Message

to be sent message received decoding

noise

Feedback
 Communication

Communication is defined as the exchange of information between a

sender and a receiver, and the inference (perception) of meaning
between the individuals involved.
 Formal channels.
 Informal channels.
 Downward Communication
 Upward Communication
 Lateral Communication 4
Choosing the Best
Communication Channel

Social acceptance
Refers to how well the communication medium is approved
and supported by the organization, teams, and individuals.
 One factor in social acceptance is the organization’s
and team’s norms regarding the use of specific
communication channels.
 A second social acceptance factor is individual
preferences for specific communication channels.
Choosing the Best
Communication Channel

Media richness
Media richness involves the capacity of a given communication
medium to convey information and promote understanding.
Four Factors of Media Richness:
1. Feedback (ranging from fast to very slow).
2. Channel (ranging from the combined visual and audio characteristics of a
videoconference to the limited visual aspects of a computer report).
3. Type of communication (ranging from personal to impersonal).
4. Language source (ranging from the natural body language and speech
involved in a face-to-face conversation to the numbers contained in a
financial statement)
 Information Richness and
Communication Channels
Low channel

High channel
richness

richness
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 Nonverbal vs. verbal
Communication
 Body Movement, Gestures and Posture
 Touch
 Facial expressions and Personal Appearance
 Eye Contact
 Voice Quality
9
 Advice to Improve Nonverbal
Communication Skills

Positive Nonverbal Actions Include:

 Maintaining appropriate eye contact.
 Occasionally using affirmative nods to indicate
agreement.
 Smiling and showing interest.
 Leaning slightly toward the speaker.
 Keeping your voice low and relaxed.
 Being aware of your facial expressions.
 Advice to Improve Nonverbal
Communication Skills

Negative Nonverbal Actions Include:

 Licking your lips or playing with your hair or mustache.
 Turning away from the person you are communicating with.
 Closing your eyes and displaying uninterested facial
expressions such as yawning.
 Excessively moving in your chair or tapping your feet.
 Using an unpleasant tone and speaking too quickly or too
slowly.
 Biting your nails, picking your teeth, and constantly
adjusting your glasses.
 Communication Differences between
Women and Men

Although researchers do not completely agree on the cause of

communication differences between women and men, some
researchers believe that interpersonal differences between
women and men are due to inherited biological differences
between the sexes. This perspective, is called the
“evolutionary psychology” or “Darwinian perspective”.
 Gender Communication
Differences
Men Women
Report talk Rapport talk
Gives advice quickly and Gives advice indirectly and
directly reluctantly
Language of status, power Language of connection
and independence and intimacy
Avoids asking for Frequently asks for
information information
Less sensitive to More sensitive to
nonverbal cues nonverbal cues
Social media
and OB

Social media uses web-based and mobile technologies to

generate interactive dialogue with members of a network.
Social media is now woven throughout the fabric of our
lives.
Age Percent Using Social Media
13–18 81
19–29 89
30–49 78
50–64 60
65+ 43
 Social media and OB

These statistics suggest that employers and managers are wise to

utilize social media tools with employees across all generations.
A human resource expert put it this way:
Used correctly, social media can benefit an organization. However,
if not managed effectively, it can create many legal, financial
and personnel risks. Given the potential risks and benefits of
social media in the workplace, it is critical for managers to
develop policies and procedures governing its appropriate use.
 Communicating through the Grapevine

No matter how much corporate leaders try to communicate through

blogs, wikis, and other means, employees will still rely on the oldest
communication channel: the corporate grapevine .
The grapevine is an unstructured and informal network founded on social
relationships rather than organizational charts or job descriptions.
• Research conducted several decades ago reported that the grapevine
transmits information very rapidly in all directions throughout the
organization.
 Interpersonal Communication
Styles
Communication style: Assertive
Description Nonverbal Verbal
behavior behavior
pattern pattern
Pushing hard Good eye contact; Direct and
without attacking; Comfortable but firm unambiguous
permits others to posture; Strong, steady language; No
influence outcome; and audible voice; Facial attributions or
expressive and self- expressions matched to evaluations of others’
enhancing without message; Appropriately behavior; Use of “I”
intruding on others. serious tone; Selective statements and
interruptions to ensure cooperative “we”
understanding. statements.
 Interpersonal Communication
Styles
Communication style: Aggressive
Description Nonverbal Verbal
behavior behavior
pattern pattern
Taking advantage of Glaring eye contact; Swear words and
others; Expressive Moving or leaning too abusive language;
and self-enhancing close; Threatening Attributions and
at others’ expense. gestures (pointing evaluations of others’
finger; clenched fist); behavior; Sexist or
Loud Voice; Frequent racists terms;
interruptions. Explicit threats or
put-downs.
 Interpersonal Communication
Styles
Communication style: Nonassertive
Description Nonverbal Verbal
behavior behavior
pattern pattern
Encouraging Little eye contact; Qualifiers (“maybe,”
others to take Downward glances; “kind of” ); Fillers
advantage of us; Slumped postures; (“uh,” “you know,”
Inhibited; Self- Constantly shifting “well”); Negaters (“it’s
denying. weight; Wringing really not that
hands; Weak or whiny important,” “I’m not
voice. sure”).
Interpersonal Communication
Styles

2
 Listening Styles

 Results-style. Interested in the bottom line or result

of a message.
 Reasons-style. Interested in hearing the rationale
behind a message.
 Process-style. Likes to discuss issues in detail.
 Tips for effective listening

TIP Explanation
Show Give everyone the opportunity to explain his/her ideas
respect without interrupting.

Listen Turn off your internal thoughts and whatever you were
from the thinking about prior to the interaction.
first
sentence.
Be Stay in the moment and focus on the sender. Don’t try
mindful. to figure out what the speaker is going to say.
Keep You have two ears and one mouth; use them
quiet. accordingly. Try to use the 80/20 rule.
 Tips for effective listening

TIP Explanation
Ask Asking questions clarifies what is being said and
questions. demonstrates that you are listening.
Paraphras Paraphrasing amounts to repeating back to someone
e and what you just heard him/her say. Summarizing is used to
summarize integrate or consolidate an entire conversation. Both of
. these techniques enhance communication accuracy.
Remember Either take notes or make an effort to log critical
what was information into your mental computer.
said.
Involve Use nonverbal cues to demonstrate interest and
your body. involvement.
Ways of talking together
 Barriers to Effective
Communication
 Cultural
 Selective Perception
 Filtering
 Informational overload
 Language
 Silence
 Communication Apprehension
 Lying
 Gender
 A Cultural Guide

 Assume differences until similarity is proven.

 Emphasize description rather than interpretation or
evaluation.
 Practice empathy.
 Treat your interpretations as a working hypothesis.