Unit 2.1.2 - Organizational Behavior - Lecture - Communication II, Lecture notes of Organization Behaviour

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Poor Communication

Employees Polled Said They:

Don’t get decisions explained well Aren’t well informed of company plans Don’t believe what management says 0% 40% 80% 54% 61% 64%

The Communication

Process

Source

Encoding

Channel

Decoding

Receiver

Feedback

Noise

Noise

Noise

Noise

Strategy Choices

 (^) Consider communication objective (intended response) and choose appropriate strategy:  (^) Communicator--what style will work? what is your credibility?  (^) Audience--who? what do they know & feel?  (^) Message--how to emphasize & organize?  (^) Channel Choice--how to send it?  (^) Remember Cultural Context!!

Communicator

 Use appropriate style for necessary

content control and audience

involvement.

Content

Control

Audience Involvement

TELL

SELL

CONSULT

JOIN

Low Low High High

Audience

 Get the right people, consider:

 (^) Primary & Secondary  (^) Gate Keepers  (^) Opinion Leaders  (^) Key Decision Makers

 Find out about your audience:

 (^) What do they know? (current and need)  (^) How do they feel? (interest and bias)  (^) How can they be motivated? ( next slide )

Audience, cont’d

 Motivating the Audience

 Note Benefits

 Use Credibility Techniques

 (^) “Common Ground”  (^) “Reciprocity”  (^) “Punishment”

 Use Message Structure Techniques

 (^) “Inoculation” or “Two-Sided”  (^) “Foot in the Door” or “Door in the Face”  (^) Effective Opening and Closing

Channel

 (^) Written:  (^) Use when you want a permanent record.  (^) Allows for more detail & precision in wording.  (^) Faster for the receiver than listening.  (^) Paper vs. fax vs. e-mail vs. chat??  (^) Oral:  (^) Use to get across important themes, but not details (we get ~ 25% of a message).  (^) Takes more time but engages audience more.  (^) Presentation vs. group meeting vs. face-to-face vs. phone??

Channel, cont’d

 Meaning of oral messages are inferred

from:

 (^) 7% Words (what you say)  (^) 38% Voice (how you say it)  (^) 55% Nonverbal cues

 Why? Nonverbals are harder to

control, so they are more honest.

 (^) Eyes, expressions, arms, hands, posture.

Channel, cont’d

 Formal:

 Use for legal issues or to communicate

key ideas and facts.

 Informal:

 Use to gather new ideas.

 Grapevines (according to one study)

are 80% accurate.

Channel, cont’d

 Individual

 (^) Use to build relationship, obtain an individual response and secure private or confidential information.

 Group

 (^) Use to build group identity, obtain a group response, avoid excluding people, and/or to make sure all audience hears the message at the same time.

Gender in Communication

 Socio-linguistic studies indicate differences in

men and women’s typical conversation styles

in personal and business situations.

 (^) Establish power vs. to build a rapport.  (^) I vs. we when taking credit.  (^) Questions as a sign of incompetence vs. to learn.  (^) Downplaying doubts vs. downplaying certainty.  (^) “I’m sorry” to accept blame vs. show concern.  (^) Direct criticism vs. buffered criticism.  (^) Limited vs. free-flowing compliments.  (^) Confrontational conversations vs. unwanted conflict. Tannen, HBR, Sept-Oct. 1995

Culture in Communication

 Cultural norms vary with respect to:

 (^) How quickly you should get to your point versus attend to the social elements.  (^) How much you should involve the audience (i.e., tell/sell vs. consult).  (^) To what extent emotions are expected.  (^) To what extent disagreement can occur.  (^) What gives a speaker credibility.  (^) To what extent should data versus values drive your message.