Bài giảng Organisational behaviour - Chapter 11 Communicating in organisational settings

Communicating in organisational settingsChapter learning objectivesDiagram the communication process.Identify four common communication barriers.Describe problems with communicating through electronic mail.Explain how non-verbal communication relates to emotional labour and emotional contagion.Identify two conditions requiring a channel with high media richness.Summarise four communication strategies in organisational hierarchies.Describe characteristics of the organisational grapevine.Discuss the degree to which men and women communicate differently.Outline the key elements of getting your message across and active listening.2 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneTom Phillips: master communicatorThe uncertain future of Mitsubishi Motors Australia Ltd (MMAL) has kept chief executive Tom Phillips busy as a corporate communicator. Phillips kept everyone informed of the company’s future through town hall meetings (shown here) and visits to the shop floor. © R. Millard, The Advertiser/(Adelaide)3 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneFour functions of communicationKnowledge managementDecision making Coordinating work activitiesFulfilling relatedness needs© R. Millard, The Advertiser/(Adelaide)4 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneReceiverDecodemessageEncodefeedbackFormfeedbackSenderFormmessageEncodemessageDecodefeedbackTransmitmessageTransmitfeedbackReceiveencodedmessageReceivefeedbackNoiseCommunication process model5 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneCommunication barriersPerceptionsFilteringLanguagejargonambiguityInformation overload© Photodisc. With permission.6 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneEpisodes of information overloadEmployee’s information processing capacityTimeInformation loadInformation overload7 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneManaging information overloadSolution 1: Increase information processing capacitylearn to digest information more quicklytemporarily work longer hoursSolution 2: Reduce information load buffering omittingsummarising8 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneCommunicating through email Advantages of emailefficient mediumasynchronousrandom information accessfewer social status barriersProblems with emailinformation overloadinterpreting emotionsflaminglacks empathy or social support9 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione:-):-}<:-):-X:-j{}Email emoticonsHappySmirkDumb questionOOPS!Tongue in cheekHug10 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneNon-verbal communicationActions, gestures, facial expressions, etcTransmits most info in face-to-face meetings Influences meaning of verbal and written symbolsLess rule bound than verbal communicationImportant part of emotional labour11 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneFace-to-faceTelephoneEmailNewslettersOversimplifiedzoneOverloadedzoneRoutine/clearNon-routine/ambiguousRichLeanMediarichnessSituationHierarchy of media richness12 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione© C. Mikula/Ottawa CitizenMBWA of Pearse FlynnPearse Flynn encourages communication by redesigning buildings and asking staff to write their opinions on sticky notes. The former Alcatel executive (now CEO of Damovo) also practises management by wandering around by chatting with employees in offices and pubs.13 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneCommunicating in hierarchiesNewsletters and e-zinesmulti-pronged strategyWorkspace designneed to balance need to concentrate with improved informal communicationEmployee surveysManagement by walking around© C. Mikula/Ottawa Citizen14 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneOrganisational grapevineEarly research findingstransmits information rapidly in all directionsfollows a cluster chain patternmore active in homogeneous groupstransmits some degree of truthChanges due to Internetemail etc becoming main grapevine mediumsocial networks are now globalvault.com extends gossip to anyone15 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneGrapevine: benefits and problemsBenefitssupplements informationstrengthens corporate culturerelieves anxietysignals that problems existProblemssuggests lack of concern for employeesdistortions might escalate anxiety16 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneCross-cultural communicationVerbal differenceslanguagevoice intonationNon-verbal differencesinterpreting non-verbal meaningimportance of verbal versus non-verbalsilence and conversational overlaps17 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneMenWomenGender communication differencesGive advice quickly and directly Give advice indirectly and reluctantly Report talkRapport talkAvoid asking for information Frequently ask for informationLess sensitive to non-verbal cues More sensitive to non-verbal cues18 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneGetting your message acrossEmpathiseRepeat the messageUse timing effectivelyBe descriptive© Photodisc. With permission.19 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneACTIVELISTENING Sensing• Postpone evaluation• Avoid interruptions• Maintain interest Evaluating• Empathise• Organise information Responding• Show interest• Clarify the messageActive listening process20 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneOverview of the next chapterThe five bases of powerHow information relates to power in organisationsContingencies of powerPower dynamics in sexual harassment and workplace romanceAdvantages and disadvantages of organisational politicsSix types of political activity in organisationsControlling dysfunctional organisational politicsFeatures of persuasive communication21 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and TravaglioneCommunicating in organisational settings