Chapter 7

Communication

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 Learning Outcomes

1. Identify the main functions of communication

2. Describe the communication process and distinguish
between formal and informal communication
3. Contrast downward, upward, and lateral communication
4. Contrast oral, written, and nonverbal communication
5. Identify common barriers to effective communication

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 What is communication?

• The transfer and understanding of meaning

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 Functions of communication

• Communication serves four major functions within a group

or organization:
o Control member behavior
o Fosters motivation
o Provides for the emotional expression of feelings
o Provides the information individuals and groups

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 The communication process

Sender Receiver

Message Encoding Message Message

to be message Channel received decoding
sent

Noise

Feedback

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 Direction of communication

• Downward communication
• Upward communication
• Lateral communication

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 Interpersonal communication

• Oral communication
• Written communication
• Nonverbal communication

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 Organizational communication

• Formal small-group networks

• The grapevine
• Electronic communications

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 Organizational communication

• Formal small-group networks

Criteria Chain Networks wheel All channel

Speed Moderate Fast Fast

Accuracy High High Moderate
Emergence of leader Moderate High None
Member satisfaction Moderate Low High

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 Organizational communication

• The grapevine: three characteristics:

o It is not controlled by management
o Most employees perceive it as more believable and reliable
o It is largely used to serve the interests of the people within it

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 Organizational communication

• Reducing the negative consequences of rumors

o Provide information
o Explain actions and decisions that may appear inconsistent,
unfair, or secretive
o Refrain from shooting the messenger
o Maintain open communication channels

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 Organizational communication

• Managing information
o Dealing with information overload
o Always on call
o Information security

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 Choice of communication channel

Low
richness

• Formal reports, bulletins • Voice mail

• Memos, letters • Live speeches
• Prerecorded speeches • Telephone conversations
• Electronic mail • Video conferences
• Online discussion group, • Face-to-face conversation
groupware

High
richness

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 Barriers to effective communication

• Filtering: refers to a sender’s purposely manipulating

information so the receiver will see it more favorably.
• Selective perception: the receiver in the communication
process selectively see and hear based on their needs,
motivations, experience, background, and other personal
characteristics
• Information overload: individual have a finite capacity for
processing data. When overloaded, people tend to select,
ignore, pass over, or forget information.
• Emotions: angry vs happy

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 Barriers to effective communication

• Language
• Silence
• Communication apprehension: undue tension and anxiety
about oral communication, written communication, or both.
• Gender differences

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 Discussion Questions

• Case study 1: Using social media to your advantage (page

362, reference book: Stephen P. Robbins, and Timothy A.
Judge, Organizational Behavior, 15th ed., Pearson Education,
2013, ISNB-13: 978-0-13-283487-2).
• Case study 1: Should companies that fire shoot first? (page
362, 363, reference book: Stephen P. Robbins, and Timothy
A. Judge, Organizational Behavior, 15th ed., Pearson
Education, 2013, ISNB-13: 978-0-13-283487-2).

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