Professional Documents
Culture Documents
Communicating in
Teams and Organizations
McGraw-Hill/Irwin © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Blogging as Org Communication
Sun Microsystems
president Jonathan
Schwartz says that blogs
have a lot to offer as a
communication medium in
organizations
McShane/Von Glinow OB4e Slide 11-2 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Definition of Communication
McShane/Von Glinow OB4e Slide 11-3 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Four Functions of Communication
Coordinating work
activities
Knowledge
management
Decision making
Courtesy of Sun Microsystems
McShane/Von Glinow OB4e Slide 11-4 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Communication Process Model
Sender Receiver
Transmit
Message
Receive
Form Encode Decode
encoded
message message message
message
Noise
McShane/Von Glinow OB4e Slide 11-5 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Admiral Warns Staff of E-mail Faults
McShane/Von Glinow OB4e Slide 11-6 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Benefits of Email
McShane/Von Glinow OB4e Slide 11-7 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Problems with Email
1.Communicates
emotions poorly
2.Impersonal medium
– reduces politeness and
respect (flaming)
3.Inefficient for
ambiguous, complex,
novel situations
4.Increases information
overload
McShane/Von Glinow OB4e Slide 11-8 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Other Electronic Communication
• Instant messaging
– More efficient than email
– Allows simultaneous communication events
– Real-time communities through clustered
communication
• Blogging (web logs)
– Seem more personal than large meetings
– Empower employees to share information
– Ability to archive information
McShane/Von Glinow OB4e Slide 11-9 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Nonverbal Communication
Actions, facial gestures, voice intonation,
silence, etc.
Transmits most info in face-to-face meetings
Influences meaning of verbal and written
symbols
Less rule bound than verbal communication
Important part of emotional labor
Automatic and unconscious
McShane/Von Glinow OB4e Slide 11-10 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Emotional Contagion
McShane/Von Glinow OB4e Slide 11-11 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Hierarchy of Media Richness
Rich
Overloaded
Zone
Media
Richness
Oversimplified
Zone
Lean
Nonroutine/
Routine/clear Situation Ambiguous
McShane/Von Glinow OB4e Slide 11-12 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Experience Affects Media Richness
McShane/Von Glinow OB4e Slide 11-13 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Communication Barriers
• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information Overload
McShane/Von Glinow OB4e Slide 11-14 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Information Overload
Episodes of
information
overload
Employee’s
information
processing
capacity
Information Load
Time
McShane/Von Glinow OB4e Slide 11-15 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Managing Information Overload
McShane/Von Glinow OB4e Slide 11-16 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Thumbs Up to the Boss!
In Australia, a co-worker asked
Patricia Oliveira why she
laughed when he gave the
thumbs up that everything is OK.
She explained that this gesture
“means something not very nice”
in her home country of Brazil.
After hearing this, several co-
workers gave the boss a lot
more thumbs up signs!
©Mark M. Lawrence/Corbis
McShane/Von Glinow OB4e Slide 11-17 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Cross-Cultural Communication
• Verbal differences
– Language
• Nonverbal differences
– Voice intonation
– Interpreting nonverbal
meaning
– Importance of verbal versus
nonverbal
– Silence and conversational
overlaps
©Mark M. Lawrence/Corbis
McShane/Von Glinow OB4e Slide 11-18 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Gender Communication Differences
Men Women
Report talk Rapport talk
McShane/Von Glinow OB4e Slide 11-19 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Getting Your Message Across
• Empathize
• Be descriptive
McShane/Von Glinow OB4e Slide 11-20 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Active Listening Process & Strategies
Sensing
• Postpone evaluation
• Avoid interruptions
• Maintain interest
Active
Listening
Responding Evaluation
• Show interest • Empathize
• Clarify the message • Organize information
McShane/Von Glinow OB4e Slide 11-21 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Communicating in Hierarchies
3. Employee surveys
McShane/Von Glinow OB4e Slide 11-22 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Organizational Grapevine
McShane/Von Glinow OB4e Slide 11-23 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Grapevine Benefits/Limitations
• Benefits
– Fills in missing information from formal sources
– Strengthens corporate culture
– Relieves anxiety
– Signals that problems exist
• Limitations
– Distortions might escalate anxiety
– Perceived lack of concern for employees when
company info is slower than grapevine
McShane/Von Glinow OB4e Slide 11-24 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
11
Communicating in
Teams and Organizations
McGraw-Hill/Irwin © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
11
Chapter Eleven
Extras
McGraw-Hill/Irwin © 2008 The McGraw-Hill Companies, Inc. All rights reserved.
Guessing E-Mail Emoticons
:-) Happy
:-} Smirk
:-X OOPS!
{} Hug
McShane/Von Glinow OB4e Slide 11-27 © 2008 The McGraw-Hill Companies, Inc. All rights reserved.