Lecture 8:Communicating

Effectively in Organisations
Chapter 14
Sixth Edition
Jennifer M. George & Gareth R. Jones
Copyright 2012 Pearson Education, Inc. Publishing as Prentice Hall

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Learning Objectives
Describe the four main functions of communication
and differentiate between different kinds of
communications networks
Discuss the steps in the communications process and
the requirements for successful communication to
take place
Differentiate between the main kinds of barriers to
communication and explain how they can reduce the
effectiveness of communication
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Learning Objectives
Describe the four communication styles
Appreciate the importance of persuasive
communication and describe how to create persuasive
messages to influence others


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Communicating to Customers
Why is communication so important?
Company can face lawsuits
Faulty parts result in numerous recalls
Lose of customer support
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What Is Communication?
Sharing of information
with other people
Reaching of a common
understanding
Accuracy, not agreement

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Functions of Communication
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Functions
Providing
knowledge
Controlling/
coordinating
Motivating
Expressing
feelings
Exhibit 14.1
Motivating Organizational Members
Expectancy theory suggests that managers should
Determine what outcome subordinates seek
Link outcomes to good performance
Reassure employees of the potential for good
performance

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Communication Networks

A communication network is a set of
pathways through which information
flows within a group or organization
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Wheel Network
Leader

Member
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Exhibit 14.2a
Chain Network
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Assembly-
Line Worker
Exhibit 14.2b
Circle Network
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Task Force Member
Exhibit 14.2c
All-Channel Network
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Top Management Team
Exhibit 14.2d
Simple Organizational Chart
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Exhibit 14.3
An Example of Actual Communication
Patterns
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Exhibit 14.4
Informal Communication Networks
Advice network
Trust network
Communication network
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The Communication Process
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Exhibit 14.5
Media for Message Transmission
Nonverbal Communication
Facial expressions
Body language
Mode of dress
Verbal Communication
Face-to-face oral
Oral via telephone
Written via memo, letter,
report, e-mail, fax
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Barriers to Effective Communication
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Exhibit 14.6
1. Filtering and information distortion
Filtering occurs when senders withhold part of a
message because they think the receiver does not
need the information or will not want to receive it.
Information distortion means changing the
meaning of the message.
Filtering and information distortion can be avoided
by establishing trust in the organisation.
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2. Poor listening
Poor listening is responsible for many
communication problems.
Suggestions for improving listening are listed on
the next slide.


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Improving Listening
Give sender undivided attention
Look sender in the eye
Do not interrupt
Focus on understanding what you are hearing
Ask questions
Rephrase key points
Avoid distracting sender
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3. Lack of or inappropriate feedback
Communication can break down due to a lack of
feedback or receiving inappropriate feedback.
Good feedback focuses on things the employee can
control.

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4. Rumors and the grapevine
A rumor is unofficial information on topics that are
important or interesting to an organisations
members.
Rumors are often spread through the grapevine, a
set of informal communication pathways through
which unofficial information flows in an
organisation.

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5. Workforce diversity
Workforce diversity can cause communication
problems because people interpret things
differently.
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6. Differences in cross-cultural linguistic
styles
Linguistic styles are another barrier.
Linguistic style is a persons characteristic way of
speaking including tone of voice, volume, speed, use
of pauses, directness or indirectness, choice of
words, use of questions and jokes, and willingness
to take credit for ideas.
Across cultures, however, linguistic style differences
are typically much greater, and this can lead to
many misunderstandings.

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Communication Style Model
Communication
Styles are based on
two dimensions:
Dominance: The
tendency to display a
take charge attitude

Sociability: The
tendency to seek and
enjoy relationships
Communication Style Dimensions
Low Dominance
More cooperative
Eager to assist
Less assertive
More willingly controlled
High Dominance
Give advice freely
Initiate demands
More assertive
Seek control
High Sociability
Expresses feelings
Open & talkative
Enjoys personal associations
Communication Style Dimensions
Low Sociability
Controls feelings
More reserved
More formal in relationships
Emotive Style
Displays spontaneous,
uninhibited behavior
Displays the personality
dimension described as
extroversion
Possesses a natural
persuasiveness

4 Basic Communication Styles
Director Style
Projects a serious attitude
Expresses strong opinions
May project indifference

4 Basic Communication Styles
4 Basic Communication Styles
Reflective Style
Expresses opinions in a
formal, deliberate manner
Seems preoccupied
Prefers orderliness

4 Basic Communication Styles
Supportive Style
Listens attentively
Avoids the use of power
Makes and expresses
decisions in a thoughtful,
deliberate manner

Persuasive Communication
Persuasive communication is an attempt by
one person or group to transmit and share
information with another person or group in order
to get them to accept, agree with, follow, or
otherwise achieve the objectives the communicator
desires.

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When is persuasive communication needed?
When one party lacks the power to direct the other
party as he or she wishes.
When an employee wishes to influence his or her
coworkers to follow his or her ideas.


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A Model of Persuasive Communication
Five factors determine how persuasive a message
will be:
1. Characteristics of the Sender.
2. Active Listening.
3. Content of the Message.
4. Method of Communication.
5. Characteristics of the Receiver.

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1. Characteristics of the Sender.
Messages are more persuasive when they are sent
from those people who are credible.
Other factors that promote credibility are moral
integrity& emotional intelligence.
Empathy can be used to gain credibility and
influence others.
Persuasive people often possess good speaking and
listening skills.

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2. Active Listening.
People who are active listeners pay attention not
only to the words that are being said but also to the
many unsaid things that are also going on in the
communication process.
Active listeners also try to show interest and ask
questions to solicit more information from the
sender than perhaps he or she ever wanted to
reveal.


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3. Content of the Message.
The content of the message (the information and
arguments it contains) is a crucial ingredient in the
communications process.

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4. Method of Communication.
Face-to-face communication and telephone
conversations offer the greatest facility for
persuasive communication.
Formal written letters, memos, and e-mails are
most suited for conveying factual information.

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5. Characteristics of the Receiver
A receiver upon replying becomes a sender.
Receivers can learn to enhance their credibility.
Receivers who are competent are less likely to be
taken in by persuasive messages if the messages
are flawed.

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Revision Questions
Describe the four main functions of communication.
Explain the important components involved in a
communications process.
Identify the main kinds of barriers to communication and
explain how they can reduce the effectiveness of
communication.
Describe the four communication styles.
Identify the main kinds of communication media and
explain how they vary along the dimension of information
richness
Explain the five factors that determine how persuasive is a
message.


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