Your SlideShare is downloading. ×
  • Like
Robbins eob9 inst_ppt_10
Upcoming SlideShare
Loading in...5

Thanks for flagging this SlideShare!

Oops! An error has occurred.


Now you can save presentations on your phone or tablet

Available for both IPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Robbins eob9 inst_ppt_10



Published in Education , Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads


Total Views
On SlideShare
From Embeds
Number of Embeds



Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

    No notes for slide


  • 1. Communication Chapter 10 Essentials of Organizational Behavior, 9/e Stephen P. Robbins/Timothy A. Judge
  • 2. After studying this chapter, you should be able to:
    • Describe the communication process
    • Contrast the advantages and disadvantages of oral versus written communication
    • Compare the effectiveness of the chain, wheel and all-channel networks
    • Identify the factors affecting the use of the grapevine
    • Discuss how computer-aided technology is changing organizational communication
    • Identify common barriers to effective communication
    • Describe the potential problems in cross-cultural communication
  • 3. Functions of Communication
    • Control
    • Motivation
    • Emotional expression
    • Information
  • 4. The Communication Process
  • 5. Direction of Communication
    • Downward – flows from one level to a lower level
    • Upward – flows to a higher level
    • Lateral – between people at the same level
  • 6. Interpersonal Communication
    • Oral
    • Written
    • Non-verbal
  • 7. Oral Communication
    • Advantages
      • Speed
      • Feedback
    • Disadvantages
      • Potential for distorted message when passed through a number of people
      • Content at destination may be different from the original
  • 8. Written Communication
    • Provide a tangible and verifiable record
    • Record can be stored for an indefinite period of time
    • Physically available for later reference
    • More likely to be well thought-out, logical, and clear
    • Time consuming
    • Lack of feedback
    • No guarantee how reader will interpret it
    Advantages Disadvantages
  • 9. Non-verbal Communication
    • Two most important messages that body language conveys are:
      • the extent to which an individual likes another and is interested in his or her views
      • the relative perceived status between a sender and receiver
    • Meaning of words changes with intonation, facial expression and physical distance
  • 10. Formal Small-Group Networks
  • 11. Small-Group Networks and Effectiveness Criteria
  • 12. The Grapevine
    • Not controlled by management
    • Perceived as being more believable and reliable
    • Largely used to serve self-interest
    • Rumors emerge as a response to situations that are important to us, where there is ambiguity and under conditions that arouse anxiety
  • 13. Computer-aided Communication
    • E-mail
    • Instant messaging
    • Intranet and Extranet links
    • Video-conferencing
  • 14. E-Mail
    • Can be quickly written, edited and stored
    • Can be easily distributed to many
    • Can be read at the convenience of the recipient
    • Cost is lower than printed form
    • Can be impersonal
    • Lacks emotional cues
  • 15. Instant Messaging
    • Is essentially real-time e-mail
    • Fast and inexpensive means for employees to stay in touch with each other
    • Preferred for one or two line messages
    • Not as good as e-mail for long messages that need to be saved
    • Some find it intrusive and distracting
  • 16. Intranet and Extranet Links
    • Intranets give access only to employees and are used to communicate internal messages
    • Extranets links employees with selected suppliers, customers and strategic partners to facilitate communication
  • 17. Videoconferencing
    • Permits employees to conduct interactive meetings without being physically in the same room
    • Becoming more accessible to desktops with new technology
  • 18. Knowledge Management
    • Process of organizing and distributing an organization’s collective wisdom so the right information gets to the right people at the right time
  • 19. Importance of Knowledge Management
    • Intellectual assets are now as important as physical or financial assets
    • An increasing awareness that retiring workers represent a wealth of knowledge that will be lost if there are no attempts to capture it
    • Well-designed KM system will reduce redundancy and make the organization more efficient
  • 20. Barriers to Effective Communication
    • Filtering
    • Selective Perception
    • Information Overload
    • Emotions
    • Language
    • Communication Apprehension
  • 21. Current Issues in Communication
    • Communication barriers between women and men
    • “Politically Correct” communication
    • Cross-cultural communication
  • 22. Communication barriers between Women and Men
    • Men speak and hear a language of status, power and independence
    • For many men, conversations are a means to preserve independence and maintain status
    • Women speak and hear a language of connection and intimacy
    • For many women, conversations are negotiations for closeness in which people try to seek and give confirmation and support
  • 23. “ Politically Correct” Communication
    • In an increasingly diverse workforce, we must be sensitive to how words might offend others
    • But eliminating words reduces options for conveying messages in the cleanest and most accurate form
  • 24. Cultural Barriers
    • Semantics – words mean different things to different people
    • Word connotations – words imply different things in different languages
    • Tone differences – in some cultures tone changes depending on context
    • Differences among perceptions – different world views
  • 25. Cultural Context
    • High-context cultures Rely heavily on nonverbal and subtle situational cues when communicating with others
    • Low-context cultures Rely essentially on words to convey meaning
  • 26. A Cultural Guide
    • Assume differences until similarity is proved
    • Emphasize description rather than interpretation or evaluation
    • Practice empathy
    • Treat your interpretation as a working hypothesis
  • 27. Implications for Managers
    • Greater certainty leads to greater satisfaction:
      • Use multiple channels
      • Be consistent with verbal and non-verbal
    • Effective communication improves productivity and motivation
    • Convey honest and accurate information during hiring process to reduce turnover
  • 28. Summary
    • Described the communication process
    • Contrasted the advantages and disadvantages of oral versus written communication
    • Compared the effectiveness of the chain, wheel and all-channel networks
    • Identified the factors affecting the use of the grapevine
    • Discussed how computer-aided technology is changing organizational communication
    • Identified common barriers to effective communication
    • Described the potential problems in cross-cultural communication