Communication of Organizational Behaviour

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Communication
Week 10

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Dan sesungguhnya telah Kami turunkan berturut-turut
perkataan ini (Al Qur'an) kepada mereka agar mereka
mendapat pelajaran. (Al-Qashash (28):51)

3. • Dari Abi Hurairah RA, sesungguhnya
Rasulullah SAW bersabda: “Siapa yang
beriman pada Allah dan Hari Akhir
hendaknya dia berkata baik atau diam,
Siapa yang beriman pada Allah dan Hari
Akhir hendaknya menghormati tetangganya,
Siapa yang beriman pada Allah dan Hari
Akhir hendaknya memulyakan tamunya”. (HR
Bukhari Muslim)
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1) Define communication and list its four
functions
2) Describe the communication process
3) Contrast the three common types of
small-group networks
4) Identify factors affecting the use of the
grapevine
5) Define knowledge management and
explain its importance
After reading this chapter, you should be able to:

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6) Describe common barriers to effective
communication
7) List four rules for improving cross-cultural
communication
8) Outline behaviors associated with
providing effective feedback
9) Identify the behaviors related to effective
active listening
After reading this chapter, you should be able to:

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Functions of Communication
• Control
• Motivation
• Emotional expression
• Information

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Sender Encoding Channel Decoding Receiver
Message
Feedback
The Communication Process
Message Message Message

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Communication Channels
• Formal channels
are established
by the
organization and
transmit
messages that
are related to the
professional
activities of
members
• Informal
channels are
spontaneous and
emerge as a
response to
individual choices
• Personal and
social messages

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Communication Direction
• Downward
• Upward
• Lateral

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Interpersonal Communication
• Oral
• Written
• Non-verbal

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Oral Communication
• Advantages
–Speed
–Feedback
• Disadvantages
–Potential for distorted
message
–Content at destination is
different from the original

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Written Communication
• Provide a tangible and
verifiable record
• Can be stored for an
indefinite period of time
• Physically available for
later reference
• Well thought-out,
logical, and clear
• Time consuming
• Lack of feedback
• No guarantee how
reader will interpret it
Advantages Disadvantages

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Non-verbal Communication
Two most important messages that body
language conveys are:
(1) the extent to which an individual likes
another and is interested in his views
(2) the relative perceived status between
a sender and receiver

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Non-verbal Communication
• Intonations
• Facial expression
• Physical distance

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Formal Small-Group Networks
Chain Wheel All-Channel

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Small-Group Networks and
Effectiveness Criteria
Networks
Criteria Chain Wheel All Channel
Speed Moderate Fast Fast
Accuracy High High Moderate
Emergence of a leader Moderate High None
Member satisfaction Moderate Low High

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The Grapevine
• Not controlled by management
• Perceived as being more
believable and reliable
• Largely used to serve self-
interest

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Computer-aided Communication
• E-mail
• Instant messaging
• Intranet and Extranet links
• Video-conferencing
• Group Chat

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Instant Messaging
• Fast and inexpensive
means for managers to
stay in touch with
employees
• No delay, no in-box
clutter of messages, and
no uncertainty as to
whether the message
was received

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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

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Knowledge Management
• Provides an organization with both
a competitive edge and improved
organizational performance

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Knowledge Management
• Intellectual assets are now as
important as physical or financial
assets
• As baby boomers begin to leave the
workforce, there’s an increasing
awareness that they represent a
wealth of knowledge that will be lost if
there are no attempts to capture it

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• Well-designed KM system
will reduce redundancy and
make the organization more
efficient
Knowledge Management

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Knowledge Management
• KM requires an organizational
culture that promotes values,
and rewards sharing
knowledge

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Barriers to Effective
Communication
• Filtering
• Selective Perception
• Information Overload
• Gender Styles
• Emotions
• Language

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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

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A Cultural Guide
1) Assume differences until similarity is
proved
2) Emphasize description rather than
interpretation or evaluation
3) Practice empathy
4) Treat your interpretation as a working
hypothesis

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Implications for Managers
1) Use Multiple Channels
2) Use Feedback
3) Simplify Language
4) Listen Actively
5) Constrain Emotions
6) Use the Grapevine

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1) Defined communication and listed its
four functions
2) Described the communication process
3) Contrasted the three common types of
small-group networks
4) Identified factors affecting the use of
the grapevine
5) Defined knowledge management and
explain its importance
Summary

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6) Described common barriers to effective
communication
7) Listed four rules for improving cross-
cultural communication
8) Outlined behaviors associated with
providing effective feedback
9) Identified the behaviors related to
effective active listening
Summary