This chapter discusses communication processes and strategies in organizations. It identifies the key components of communication including encoding, selecting a medium, decoding, feedback, and noise. It describes five common communication strategies and provides guidelines for effective upward communication, communicating online, and improving listening, writing and meeting skills. The chapter emphasizes selecting rich communication mediums that allow for feedback when using certain strategies to communicate with employees.

1. Communicating for Results Chapter 10 Ready Notes For in-class note taking, choose Handouts or Notes Pages from the print options, with three slides per page.

2. Chapter Objectives Identify each major link in the communication process, and explain the concept of media richness. Identify the five communication strategies and specify guidelines for using them. Discuss why it is important for managers to know about grapevine and nonverbal communication. Explain ways in which management can encourage upward communication.

3. Chapter Objectives (cont’d) List two practical tips for each of the three modern communication technologies (e-mail, cell phones, and videoconferences), and summarize the pros and cons of telecommuting. List at least three practical tips for improving each of the following communication skills: listening, writing, and running a meeting.

4. The Importance of Communications Effective communications help individuals to understand and pursue organizational objectives. Organizational communications cover every management function. Organizational culture depends on communications. Communications improve both organizational and individual performance.

5. The Communication Process Communication The interpersonal transfer of information and understanding from one person to another. A linked social process of sender, encoding, medium, decoding, receiver, and feedback.

6. Figure 10.1 The Basic Communication Process

7. The Communication Process (cont’d) Encoding Translating internal thought patterns into a language or code the intended receiver of the message will likely understand and/or pay attention to. Choice of words, gestures, or other symbols for encoding depends on the nature of the message. Technical or nontechnical Emotional or factual Visual or auditory Cultural diversity can create encoding challenges.

8. The Communication Process (cont’d) Selecting a Medium Face-to-face conversations Telephone calls E-mails Memorandums Letters Computer reports Photographs Bulletin boards Meetings Organizational publications News releases Press conferences Advertising

9. The Communication Process (cont’d) Media Selection in Cross-Cultural Settings Moving between low- and high-context cultures can create appropriate media selection problems. In low-context cultures, the verbal content of the message is more important than the medium through which it is delivered. In high-context cultures, the context (setting) in which the message is delivered is more important than the literal words of the message.

10. A Contingency Approach (Lengel and Daft) Media richness A given medium’s capacity to convey information and promote learning. Characteristics of rich mediums Provide simultaneous multiple information cues. Facilitate immediate feedback. Have a personal focus. Characteristics of lean mediums Convey limited information (few cues). Provide no immediate feedback. Are impersonal.

11. The Communication Process (cont’d) Decoding Successful decoding depends on the receiver having a willingness to receive the message. knowledge of the language and terminology used in the message. an understanding of the sender’s purpose and background situation.

12. The Communication Process (cont’d) Feedback The choice factors for the form to provide feedback are the same factors governing the encoding process. Feedback affects the form and content of follow-up communication. Effective feedback is timely, relevant, and personal.

13. The Communication Process (cont’d) Noise Noise: any interference with the normal flow of communication. Understanding decreases as noise increases. Dealing with noise Make messages more understandable. Minimize and neutralize sources of interference.

14. Dynamics of Organizational Communication Communication Strategies Spray & Pray Impersonal and one-way communications (lectures). Tell & Sell A restricted set of messages with explanations for their importance and relevance. Underscore & Explore Information and issues that are keys to organizational success are discussed and explained.

15. Dynamics of Organizational Communication (cont’d) Communication Strategies (cont’d) Identify & Reply Responding to employee concerns about prior organizational communications. Withhold & Uphold Telling employees only what they need to know when you think they need to know it.

16. Dynamics of Organizational Communication (cont’d) Seeking a Middle-Ground (Communication Strategy) Avoid Spray & Pray and Withhold & Uphold. Use Tell & Sell and Identify & Reply sparingly. Use Underscore & Explore as much as possible. Merging Communication Strategies and Media Richness Managers need to select the richest medium possible when employing Tell & Sell, Identify & Reply, and Underscore & Explore strategies.

17. Dynamics of Organizational Communication (cont’d) The Grapevine The unofficial and informal communication system in an organization Managerial Attitudes Toward the Grapevine Managers have predominately negative feelings about the grapevine. The grapevine is more prevalent at lower-levels of the managerial hierarchy. The grapevine appears to be more influential in larger organizations.

18. Dynamics of Organizational Communication (cont’d) Coping with the Grapevine Managers can keep abreast of grapevine communications by regularly conversing with known gatekeepers. The grapevine cannot be extinguished; attempts to stifle the grapevine as likely to stimulate it instead. Monitoring and officially correcting grapevine information is perhaps the best strategy for coping with the grapevine.

19. Nonverbal Communication Body Language Nonverbal communication based on facial expressions, posture, and appearance. Types of Body Language Facial Gestural Postural Receiving Nonverbal Communication Awareness of nonverbal cues can give insight into deep-seated emotions.

20. Nonverbal Communication (cont’d) Giving Nonverbal Feedback Nonverbal feedback from authority figures significantly affects employee behavior. Smiles, positive head nods, and eye contact Frowns, head shaking, and avoiding eye contact Positive feedback builds good interpersonal relations Sensitivity and cross-cultural training can reduce nonverbal errors when working with individuals from other cultures.

21. Upward Communication Upward Communication The process of encouraging employees to share their feelings and ideas with management. Options for Improving Upward Communications Formal grievance procedures Employee attitude and opinion surveys Suggestion systems Open-door policy Informal meetings Internet chat rooms Exit interviews

22. Communicating in the Online Workplace Getting a Handle on E-mail Put short messages in the subject line. Be sparing with graphics and attachments. Never assume privacy with company e-mail. Workplace e-mail is for business only. Typing in ALL CAPS is considered shouting. Use bullet lists for brevity and clarity. Inform recipients when no reply is needed. Save only e-mail that is likely to be needed again. Always include your name in the message.

23. Hello! Can We Talk? Cellular Telephones Advantages: mobility and convenience. Disadvantages: distracted drivers and disturbing calls in public places, and the risk of disclosing private information.

24. Communicating in the Online Workplace (cont’d) Video Conferences A live television exchange between people in different locations that reduces costly and possibly dangerous travel time. Video conferencing tips: Test the system and the seating setup beforehand. Dress for the occasion. Introduce everyone. Speak loudly and clearly. Keep background noises to a minimum.

25. Communicating in the Online Workplace (cont’d) Telecommuting Sending work to and from one’s office via a computer modem while working at home. The key to successful telecommuting is selecting the jobs and the employees best suited for working away from the office.

26. Becoming a Better Communicator Effective Listening Tolerate silence; keep listening. Ask stimulating, open-ended questions. Encourage the speaker with attentive eye contact, alert posture, and verbal encouragers. Paraphrase what you have just heard. Show emotion to show your sympathy with speaker. Know your biases and prejudices. Avoid premature judgments. Summarize by reiterating what the speaker said.

27. Becoming a Better Communicator (cont’d) Effective Writing Effective writing is the product of regular practice Keep words simple. Don’t sacrifice communication to rules of composition. Write concisely. Be specific.

28. Becoming a Better Communicator (cont’d) Running Meetings Prepare ahead of time. Have a reason for the meeting. Distribute an agenda. Give participants at least a day’s notice. Limit attendance and designate a leader. Have a specific start and end time. Encourage participation but keep to the agenda. Use visual aids. Follow up.