in modern organization
+DENPONG SOODPHAKDEE, Ph.D.
VP.ACAD.IT @KKU
Proper Communication
Demography: Era and People
• Traditionalists: born prior to 1946
• Brand and retail store loyal, gone through the depressi...
Gen Y
•Tech savvy
• Continually connected with IM,
SMS
• Socially connected with devices
•Cosmopolitan
• Influenced by pee...
Down Memory Lane
Today
Can be defined as the process by which
information is exchanged and understood by two
or more people, usually with the int...
© 2006 by South-Western, a division of Thomson Learning. All rights reserved.
Downward, Upward, and Horizontal Communicati...
Vertical and Horizontal Communication
Vertical Communication
The flow of information both up
and down the chain of
comman...
© 2006 by South-Western, a division of Thomson Learning. All rights reserved.
Downward Communication
 Messages sent from ...
© 2006 by South-Western, a division of Thomson Learning. All rights reserved.
Upward Communication
 Messages that flow fr...
© 2006 by South-Western, a division of Thomson Learning. All rights reserved.
Horizontal Communication
 Lateral or diagon...
Receiver
Encode
feedback
Form
feedback
Sender
Form
message
Encode
message
Transmit
Message
Transmit
Feedback
Noise
Communi...
Improving Communication Coding/Decoding
1. Both parties have motivation and ability to communicate
through the channel
2. ...
How E-Mail has Altered Communication
 Now preferred medium for coordinating work
 Tends to increase communication volume...
Problems with E-Mail
 Communicates emotions poorly
 Reduces politeness and respect
 Inefficient for ambiguous, complex,...
Social Networking Communication
Social network communication clusters people around
interests/expertise
Several types of s...
Nonverbal Communication
 Actions, facial gestures, etc.
 Influences meaning of verbal symbols
 Less rule bound than ver...
Emotional Contagion
 The automatic process of sharing another person’s
emotions by mimicking their facial expressions and...
Choosing the Best Communication Channel: Social
Acceptance
How well the communication
channel is approved and supported
by...
Choosing the Best Communication Channel: Media
Richness
The channel’s data-carrying capacity needs
to be aligned with the ...
Oversimplified
Zone
Overloaded
Zone
Nonroutine/
Ambiguous
Rich
Media
Richness
Situation
Hierarchy of Media Richness
Routin...
Factors that Override Media Richness
 Ability to multi-communicate with lean channels
 More varied proficiency levels
 ...
Persuasive Communication
 Changing another person’s beliefs and attitudes.
 Spoken communication is more persuasive beca...
Communication Barriers
 Perceptions
 Filtering
 Language
• Jargon
• Ambiguity
 Information Overload
Information Overload
Information Load
Episodes of
information
overload
Employee’s
information
processing
capacity
Time
Managing Information Overload
 Solution 1: Increase info processing capacity
• Learn to read faster
• Scan through docume...
Cross-Cultural Communication
 Verbal differences
• Language
• Voice intonation
• Silence/conversational overlaps
 Nonver...
Getting Your Message Across
1. Empathize
2. Repeat the message
3. Use timing effectively
4. Be descriptive
Courtesy of Mic...
Active
Listening
Active Listening Process & Strategies
Sensing
• Postpone evaluation
• Avoid interruptions
• Maintain inte...
Communicating in Hierarchies
 Workspace design
• Clustering people in teams
• Open office arrangements
 Web-based organi...
Organizational Grapevine
 Early research findings
• Transmits information rapidly in all directions
• Follows a cluster c...
© 2006 by South-Western, a division of Thomson Learning. All rights reserved.
The Grapevine
 Will always exist in organiz...
Grapevine Benefits/Limitations
 Benefits
• Fills in missing information from formal sources
• Strengthens corporate cultu...
http://slideshare.net/denpong
denpong@kku.ac.th
http://facebook.com/denpong.s
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
Communication in Modern Organization
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Communication in Modern Organization

  1. 1. in modern organization +DENPONG SOODPHAKDEE, Ph.D. VP.ACAD.IT @KKU Proper Communication
  2. 2. Demography: Era and People • Traditionalists: born prior to 1946 • Brand and retail store loyal, gone through the depression and war • Baby Boomers: born 1946-64 • Reminded to eat the plate clean. Into home and kitchens upgrade; enjoys gourmet food • Generation X: born 1965-81 • Likes to be educated and informed; no major enduring hard economical times • Gen Y, Net-Geners/Millenials: born 1982-2000 (14 -32) • Live, breath, shop, link up on the web. Well informed. • Our students on campus • Gen Z: born after 2001 (below 13) • Group activities • Multi-cultural, experiential, media-savvy
  3. 3. Gen Y •Tech savvy • Continually connected with IM, SMS • Socially connected with devices •Cosmopolitan • Influenced by peers •Short attention span • Skim text and information quickly •Achievement oriented • Seek recognition, fame and feedback • Wants meaningful work and a solid learning curve •Team-Oriented • Value teamwork and seek the input and affirmation of others • Loyal, committed and wants to be included and involved
  4. 4. Down Memory Lane
  5. 5. Today
  6. 6. Can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior. Communication
  7. 7. © 2006 by South-Western, a division of Thomson Learning. All rights reserved. Downward, Upward, and Horizontal Communication in Organizations SOURCE: Adopted from Richard L. Daft and Richard M. Steers, Organizations; A Micro- Macro Approach, 538 Copyright 1986 by Scott, Foresman and Company, Used by permission.
  8. 8. Vertical and Horizontal Communication Vertical Communication The flow of information both up and down the chain of command Formal communication Recognized as official Status and power are not equal among participants in vertical communication Horizontal Communication • The flow of information between colleagues and peers • Informal communication • Does not follow the chain of command • Not recognized as official
  9. 9. © 2006 by South-Western, a division of Thomson Learning. All rights reserved. Downward Communication  Messages sent from top management down to subordinates.  Most familiar and obvious flow of formal communication.  Major problem is drop off.  Another concern, distortion.
  10. 10. © 2006 by South-Western, a division of Thomson Learning. All rights reserved. Upward Communication  Messages that flow from the lower to the higher levels in the organizations.  Upward communications mechanisms: 1. Suggestion boxes. 2. Employee surveys. 3. MIS reports. 4. Face to face conversations.
  11. 11. © 2006 by South-Western, a division of Thomson Learning. All rights reserved. Horizontal Communication  Lateral or diagonal exchange of messages among peers or coworkers.  Horizontal communication’s three categories: 1. Intradepartmental problem solving. 2. Interdepartmental coordination. 3. Change initiatives and improvements.
  12. 12. Receiver Encode feedback Form feedback Sender Form message Encode message Transmit Message Transmit Feedback Noise Communication Process Model Decode message Receive encoded message Decode feedback Receive feedback
  13. 13. Improving Communication Coding/Decoding 1. Both parties have motivation and ability to communicate through the channel 2. Both parties carry the same “codebook” 3. Both parties share similar mental models of the communication context 4. Sender is experienced at communicating the message topic
  14. 14. How E-Mail has Altered Communication  Now preferred medium for coordinating work  Tends to increase communication volume  Significantly alters communication flow  Reduces some selective attention biases
  15. 15. Problems with E-Mail  Communicates emotions poorly  Reduces politeness and respect  Inefficient for ambiguous, complex, novel situations  Increases information overload
  16. 16. Social Networking Communication Social network communication clusters people around interests/expertise Several types of social network communication • Facebook, MySpace, LinkedIn • Online discussion forums • Avatar sites (e.g. Second Life) • Instant messaging • Wikis
  17. 17. Nonverbal Communication  Actions, facial gestures, etc.  Influences meaning of verbal symbols  Less rule bound than verbal communication  Important part of emotional labor  Most is automatic and nonconscious
  18. 18. Emotional Contagion  The automatic process of sharing another person’s emotions by mimicking their facial expressions and other nonverbal behavior  Serves three purposes: 1. Provides continuous feedback to speaker 2. Increases emotional understanding of the other person’s experience 3. Communicates a collective sentiment -- sharing the experience
  19. 19. Choosing the Best Communication Channel: Social Acceptance How well the communication channel is approved and supported by the organization, team, and individual: 1. Communication channel norms 2. Individual communication channel preferences 3. Symbolic meaning of the communication channel
  20. 20. Choosing the Best Communication Channel: Media Richness The channel’s data-carrying capacity needs to be aligned with the communication activity High richness when channel: 1. conveys multiple cues 2. allows timely feedback 3. allows customized message 4. permits complex symbols Use rich communication media when the situation is nonroutine and ambiguous
  21. 21. Oversimplified Zone Overloaded Zone Nonroutine/ Ambiguous Rich Media Richness Situation Hierarchy of Media Richness Routine/clear Lean
  22. 22. Factors that Override Media Richness  Ability to multi-communicate with lean channels  More varied proficiency levels  Social distractions of rich channels
  23. 23. Persuasive Communication  Changing another person’s beliefs and attitudes.  Spoken communication is more persuasive because: 1. accompanied by nonverbal communication, adding emotional punch to the message. 2. has high quality immediate feedback whether message is understood and accepted. 3. has high social presence, so receiver is more sensitive to message content and more motivated to accept the message.
  24. 24. Communication Barriers  Perceptions  Filtering  Language • Jargon • Ambiguity  Information Overload
  25. 25. Information Overload Information Load Episodes of information overload Employee’s information processing capacity Time
  26. 26. Managing Information Overload  Solution 1: Increase info processing capacity • Learn to read faster • Scan through documents more efficiently • Remove distractions • Time management • Temporarily work longer hours  Solution 2: Reduce information load • Buffering • Omitting • Summarizing
  27. 27. Cross-Cultural Communication  Verbal differences • Language • Voice intonation • Silence/conversational overlaps  Nonverbal differences • Interpreting nonverbal meaning • Importance of verbal versus nonverbal ©Mark M. Lawrence/Corbis
  28. 28. Getting Your Message Across 1. Empathize 2. Repeat the message 3. Use timing effectively 4. Be descriptive Courtesy of Microsoft.
  29. 29. Active Listening Active Listening Process & Strategies Sensing • Postpone evaluation • Avoid interruptions • Maintain interest Evaluating • Empathize • Organize information Responding • Show interest • Clarify the message
  30. 30. Communicating in Hierarchies  Workspace design • Clustering people in teams • Open office arrangements  Web-based organizational communication • Wikis -- collaborative document creation • Blogs -- personal news/opinion for sharing • E-zines -- rapid distribution of company news  Direct communication with management • Management by walking around (MBWA) • Town hall meetings
  31. 31. Organizational Grapevine  Early research findings • Transmits information rapidly in all directions • Follows a cluster chain pattern • More active in homogeneous groups • Transmits some degree of truth  Changes due to internet • Email becoming the main grapevine medium • Social networks are now global • Public blogs and forums extends gossip to everyone
  32. 32. © 2006 by South-Western, a division of Thomson Learning. All rights reserved. The Grapevine  Will always exist in organizations.  Used to fill in information gaps.  Tends to be more active during periods of change.  About 80% of topics are business related.  About 70-90% of details of grapevine are accurate.
  33. 33. Grapevine Benefits/Limitations  Benefits • Fills in missing information from formal sources • Strengthens corporate culture • Relieves anxiety • Signals that problems exist  Limitations • Distortions might escalate anxiety • Perceived lack of concern for employees when company info is slower than grapevine
  34. 34. http://slideshare.net/denpong denpong@kku.ac.th http://facebook.com/denpong.s

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