Communicating Among PeoplePerception and CommunicationSlide 4Communication ChannelsChannel SelectionNonverbal Communication Human actions and behaviors rather than through wordsListeningOrganizational CommunicationDownward CommunicationUpward CommunicationHorizontal Communication Exchange Across Peers or Co-WorkersInformal Communication ChannelsManaging Organizational CommunicationsBarriers to CommunicationOrganizational BarriersOvercoming Communication BarriersSlide 18Communicating in OrganizationsCommunicating in Organizations–Communicating among peopleCommunicating among people–Organizational communicationOrganizational communication–Managing organizational communicationsManaging organizational communicationsCommunicating Among PeopleCommunicating Among PeopleCommunicationCommunicationPerception and communicationPerception and communicationCommunication channelsCommunication channelsNonverbal communicationNonverbal communicationListeningListeningPerception and Perception and CommunicationCommunicationMessage is constructed from past events, Message is constructed from past events, experiences, expectations, and current experiences, expectations, and current motivationsmotivationsReceiver relies on his or her frame of Receiver relies on his or her frame of reference for decoding and reference for decoding and understanding message.understanding message.Perception and Perception and CommunicationCommunicationPerceptionPerception = = Process we use to make sense Process we use to make sense out of the environmentout of the environmentPerceptual selectivity Perceptual selectivity = objects and stimuli = objects and stimuli are screened and selectedare screened and selectedPerceptual organization Perceptual organization = Categorizing = Categorizing stimuli according to our frame of referencestimuli according to our frame of reference–StereotypingStereotyping is the most common form of is the most common form of perceptual organizationperceptual organizationCommunication ChannelsCommunication ChannelsChannel richness Channel richness is the amount of is the amount of information that can be transmittedinformation that can be transmitted1. Ability to handle multiple cues simultaneously1. Ability to handle multiple cues simultaneously2. Ability to facilitate rapid, two-way feedback2. Ability to facilitate rapid, two-way feedback3. Ability to establish a personal focus for the communication3. Ability to establish a personal focus for the communication - Face-to-face communication is the richest - Face-to-face communication is the richest mediummedium - Standard computer reports are the lowest - Standard computer reports are the lowest in richness.in richness.Channel SelectionChannel SelectionNonroutine messages Nonroutine messages concern novel concern novel events and have great potential for events and have great potential for misunderstanding--misunderstanding--Use rich channelsUse rich channelsRoutine messages Routine messages convey information convey information managers already agree on and managers already agree on and understand--understand--Can use channel low in Can use channel low in richness.richness.Nonverbal Communication Nonverbal Communication Human actions and behaviors rather than through wordsHuman actions and behaviors rather than through wordsListeningListeningThe skill of receiving messages accuratelyThe skill of receiving messages accuratelyRequires attention, energy, and skill.Requires attention, energy, and skill.Organizational Organizational CommunicationCommunicationFormal Communication Channels Formal Communication Channels = flow = flow within the chain of command.within the chain of command.Downward communicationDownward communicationUpward communicationUpward communicationHorizontal communicationHorizontal communicationInformal communication channelsInformal communication channelsDownward Communication Downward Communication 1. Implementation of goals, strategies, and 1. Implementation of goals, strategies, and objectivesobjectives2. Job instructions and rationale2. Job instructions and rationale3. Procedures and practices3. Procedures and practices4. Performance feedback4. Performance feedback5. Indoctrination.5. Indoctrination.Upward Communication Upward Communication 1. Problems and exceptions1. Problems and exceptions2. Suggestions for improvement2. Suggestions for improvement3. Performance reports3. Performance reports4. Grievances and disputes4. Grievances and disputes5. Financial and accounting information5. Financial and accounting informationHorizontal Communication Horizontal Communication Exchange Across Peers or Co-WorkersExchange Across Peers or Co-Workers1. Intradepartmental problem solving1. Intradepartmental problem solving2. Interdepartmental coordination2. Interdepartmental coordination3. Staff advice to line departments.3. Staff advice to line departments.Informal Communication Informal Communication ChannelsChannelsManagement by wandering around Management by wandering around (MBWA) (MBWA) The Grapevine The Grapevine (informal, personal, unofficial)(informal, personal, unofficial)Managing Organizational Managing Organizational CommunicationsCommunicationsBarriers to communicationBarriers to communicationManaging organization communicationsManaging organization communicationsBarriers to CommunicationBarriers to CommunicationInterpersonal barriers Interpersonal barriers which include which include problems with emotions and perceptions problems with emotions and perceptions held by employeesheld by employees- Selecting the wrong channel for sending - Selecting the wrong channel for sending a messagea message- Semantics - Semantics - Sending inconsistent cues between - Sending inconsistent cues between verbal and nonverbal.verbal and nonverbal.Organizational BarriersOrganizational BarriersStatus and power differences between lower Status and power differences between lower and higher levels and higher levels Differences across departments of needs and Differences across departments of needs and goals goals The communication flow may not fit the The communication flow may not fit the group's or organization's taskgroup's or organization's taskFormal channels may not be available for Formal channels may not be available for upward, downward, and horizontal upward, downward, and horizontal communications.communications.Overcoming