1. Organizational Behavior, 9/ESchermerhorn, Hunt, and Osborn Prepared by Michael K. McCuddy Valparaiso UniversityJohn Wiley & Sons, Inc.

2. Chapter 13 Study Questions What is the nature of communication inorganizations? What are the essentials of interpersonalcommunication? What are the barriers to effectivecommunication? What are current issues in organizationalcommunication?Organizational Behavior: Chapter 13 2 3. Study Question 1: What is the natureof communication in organizations?Organizational Behavior: Chapter 13 3 4. Study Question 1: What is the natureof communication in organizations? Feedback and communication. Feedback is the process through which thereceiver communicates with the sender byreturning another message. Giving feedback often is associated with oneor more persons communicating an evaluationof what another person has said or done. 360-degree feedback.Organizational Behavior: Chapter 13 4 5. Study Question 1: What is the natureof communication in organizations? Guidelines for effective constructive feedback. Give feedback directly and in a spirit of mutual trust. Be specific, not general; use clear examples. Give feedback when the receiver is most ready to accept it. Be accurate; check validity with others. Focus on things that the receiver can control. Limit how much feedback the receiver gets at one time.Organizational Behavior: Chapter 13 5 6. Study Question 1: What is the natureof communication in organizations? Communication channels. Formal channels. Follow the chain of command established by anorganizations hierarchy of authority. Informal channels. Do not follow an organizations hierarchy ofauthority. The grapevine is an informal channel throughwhich rumors and unofficial information pass.Organizational Behavior: Chapter 13 6 7. Study Question 1: What is the natureof communication in organizations? Channel richness. The capacity of a communication channel to convey information effectively. Richest channels face-to-face communication. Moderately rich channels telephone, electronic chat rooms, E-mail, written memos, and letters. Leanest channels posted notices and bulletins. Organizational Behavior: Chapter 137 8. Study Question 1: What is the natureof communication in organizations? Organizational communication is thespecific process through which informationmoves and is exchanged throughout anorganization. Information flows: Through formal and informal structures. Downward, upward, and laterally.Organizational Behavior: Chapter 13 8 9. Study Question 1: What is the natureof communication in organizations?Organizational Behavior: Chapter 13 9 10. Study Question 2: What are the essentialsof interpersonal communication? Effective and efficient communication. Effective communication. The accuracy of communication. Efficient communication. The cost of communication. Effectiveness does not guarantee efficiency orvice versa. Organizational Behavior: Chapter 1310 11. Study Question 2: What are the essentialsof interpersonal communication? Nonverbal communication. Occurs through facial expressions, bodyposition, eye contact, and other physicalgestures. Gives clues to what a person is really thinking. Two important aspects of nonverbalcommunication. Kinesics the study of gestures and body postures. Proxemics the study of how space is utilized.Organizational Behavior: Chapter 13 11 12. Study Question 2: What are the essentialsof interpersonal communication? Active listening. Ability to listen well is a distinct asset. Everyone needs to develop good skills inactive listening. Active listening is the ability to help thesource of a message say what he or she reallymeans.Organizational Behavior: Chapter 13 12 13. Study Question 2: What are the essentialsof interpersonal communication? Guidelines for active listening. Listen for content. Listen for feelings. Respond to feelings. Note all cues. Reflect back. Organizational Behavior: Chapter 1313 14. Study Question 2: What are the essentialsof interpersonal communication? Cross-cultural communication. Ethnocentrism. The tendency to believe that ones culture and itsvalues are superior to those of others. Cross-cultural communication challenges. Language differences. Use of gestures. One of the best ways to understand culturaldifferences is to learn some of the language.Organizational Behavior: Chapter 13 14 15. Study Question 3: What are thebarriers to effective communication? Physical distractions. Any aspect of the physical setting in whichcommunication takes place. Can interfere with communicationeffectiveness. Organizational Behavior: Chapter 1315 16. Study Question 3: What are thebarriers to effective communication? Semantic problems. Involves a poor choice or use of words. Use the KISS principle of communication. Keep it short and simple.Organizational Behavior: Chapter 13 16 17. Study Question 3: What are thebarriers to effective communication? Mixed messages. Occur when a persons words communicateone thing while actions or body languagecommunicates another. Nonverbals add important insights in face-to-face meetings. Organizational Behavior: Chapter 1317 18. Study Question 3: What are thebarriers to effective communication? Absence of feedback. One-way communication flows from sender toreceiver only, with no direct and immediatefeedback. Two-way communication goes from sender toreceiver and back again. Two-way communication is more effectivethan one-way communication. Organizational Behavior: Chapter 1318 19. Study Question 3: What are thebarriers to effective communication? Status effects. Status differences create potential communication barriers between persons of higher and lower ranks . Mum effect. Occurs when people are reluctant to transmit badnews. Management by wandering around (MBWA). Getting out of the office to directly communicatewith others as they do their jobs.Organizational Behavior: Chapter 13 19 20. Study Question 4: What are currentissues in organizational communication? Advances in information technologies enableorganizations to: Distribute information much faster. Make more information available. Allow broader and more immediate access to information. Encourage participation in the sharing and use of information. Integrate systems and functions, and use information to link with the environment. Organizational Behavior: Chapter 1320 21. Study Question 4: What are currentissues in organizational communication? Potential disadvantages of electroniccommunications. Technologies are impersonal. Nonverbal communication is removed fromsituation. Can unduly influence the emotional aspects ofcommunication. Information overload.Organizational Behavior: Chapter 13 21 22. Study Question 4: What are currentissues in organizational communication? Communication and social context. Mean and women are socialized into differentcommunication styles. Women are socialized to be more sensitive tointerpersonal relationships in communication. Men are socialized to be competitive, aggressive,and individualistic, which may causecommunication problems.Organizational Behavior: Chapter 13 22 23. COPYRIGHTCopyright 2005 John Wiley & Sons, Inc. All rights reserved.Reproduction or translation of this work beyond that permitted in Section117 of the 1976 United States Copyright Act without the express writtenpermission of the copyright owner is unlawful. Request for furtherinformation should be addressed to the Permissions Department, John Wiley& Sons, Inc. The purchaser may make back-up copies for his/her own useonly and not for distribution or resale. The Publisher assumes noresponsibility for errors, omissions, or damages, caused by the use of theseprograms or from the use of the information contained herein.Organizational Behavior: Chapter 13 23