Chapter11 comunication

Copyright © 2015 Pearson Education Ltd.
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Chapter 11: Communication
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Learning Objectives
After studying this chapter, you should be able to:
 Identify the main functions of communication.
 Describe the communication process and formal
and informal communication.
 Contrast downward, upward, and lateral
communication.
 Contrast oral, written, and nonverbal
communication.
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Learning Objectives
 Show how channel richness underlies the choice of
communication channel.
 Differentiate between automatic and controlled
processing of persuasive messages.
 Identify common barriers to effective
communication.
 Show how to overcome the potential problems in
cross-cultural communication.
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Communication is the process of sending and receiving messages
 Formal communication
 Informal communication
Communication serves four major functions within a group or
organization:
1. Control
2. Motivation
3. Emotional Expression
4. Information
LO 1
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Functions of Communication

Control
Organizations have authority hierarchies and formal
guidelines that employees are required to follow.
Informal communication also controls behavior.
 When work groups tease or harass a member
who produces too much, they are informally
communicating with, and controlling, the
member’s behavior.
LO 1
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Identify the Main Functions
of Communication

of Communication
Motivation
Communication helps managers understand their
employees’ wants. Listening to employees makes
them motivated
The formation of specific goals, feedback on
progress toward the goals, and reinforcement of
desired behavior all stimulate motivation and
require communication.
LO 1
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Emotional Expression
Communication provides a release for the
emotional expression of feelings and for fulfillment
of social needs.
For many employees, their work group is a primary
source of social interaction.
LO 1
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of Communication

Information
 Communication facilitates decision making.
 It provides information by transmitting the data
to identify and evaluate choices.
LO 1
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of Communication

Guidelines to communicate effectively
1. Provide practical information: useful information that can
help them achieve a goal or understand something
2. Give facts rather than vague impressions: Use concrete
language, specific detail, and information that is clear,
convincing, accurate, and ethical
3. Present information in a concise, efficient manner
4. Clarify expectations and responsibilities
5. Offer compelling, persuasive arguments and
recommendations.
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Describe the Communication Process
LO 2
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Potential problems at each
communication stage
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Contrast Downward, Upward,
and Lateral Communication
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.
 Explanations increase employee commitment and
support of decisions.
 One problem is the one-way nature of downward
communication.
LO 3
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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.
 To engage in effective upward communication:
 Communicate in headlines, not paragraphs.
 Support your headlines with actionable items.
 Prepare an agenda to make sure you use your boss’s
attention well.
LO 3
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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.
LO 3
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15

Contrast Oral, Written, and
Nonverbal Communication
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
 Telephone
LO 5
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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.
LO 5
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Contrast Oral, Written, and
Nonverbal Communication

Show How Channel Richness Underlies
the Choice Of Communication Channel
LO 6
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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 the receiver’s receptivity.
 Written communication is more reliable for
complex and lengthy communications.
LO 6
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Show How Channel Richness Underlies
the Choice Of Communication Channel

Differentiate Between Automatic and
Controlled Processing of Persuasive Messages
Automatic processing – a relatively superficial
consideration of evidence and information.
 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
evidence and information relying on facts, figures, and
logic.
 Requires effort and energy, but it’s harder to fool
someone who engages in it.
LO 7
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Differentiate Between Automatic and
Controlled Processing of Persuasive Messages
Rules of thumb for determining the choice of
processing:
 Interest level
 Prior knowledge
 Personality
 Message characteristics
LO 7
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Identify Common Barriers to
Effective Communication
Barriers to Effective Communication
 Filtering
 Selective perception
 Information overload
 Emotions
 Language
 Silence
 Communication apprehension
 Lying
LO 8
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Implications for Managers
 Remember that your communication mode will
partly determine your communication effectiveness.
 Obtain feedback from your employees to make
certain your messages – however they are
communicated – are understood.
 Remember that written communication creates
more misunderstandings than oral communication;
communicate with employees through in-person
meetings when possible.
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Implications for Managers
 Make sure you use communication strategies
appropriate to your audience and the type of
message you’re sending.
 Keep in mind communication barriers such as
gender and culture.
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