Organizational behavior

1. ORGANIZATIONAL BEHAVIOR
S T E P H E N P. R O B B I N S
WWW.PRENHALL.COM/ROBBINS
T E N T H E D I T I O N
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2. O B J E C T I V E S
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
1. Describe the communication process.
2. Contrast the advantages and disadvantages of
oral versus written communication.
L E A R N I N G
3. Compare the effectiveness of the chain,
wheel, and all-channel networks.
4. Identify the factors affecting the use of the
grapevine.
5. Discuss how computer-aided technology is
changing organizational communication.
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3. O B J E C T I V E S (cont’d)
AFTER STUDYING THIS CHAPTER,
YOU SHOULD BE ABLE TO:
6. Explain the importance of channel richness to
improving communication effectiveness.
7. Identify common barriers to effective
communication.
8. List behaviors related to effective active
listening.
L E A R N I N G
9. Contrast the meaning of talk for men versus
women.
10. Describe the potential problems in cross-
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4. Functions of Communication
Functions of Communication
Communication Functions
Communication Functions
1. Control member behavior.
1. Control member behavior.
2.
2. Foster motivation for what is to be done.
Foster motivation for what is to be done.
3.
3. Provide a release for emotional expression.
Provide a release for emotional expression.
4. Provide information needed to make
4. Provide information needed to make
decisions.
decisions.
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5. The Communication Process Model
The Communication Process Model
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6. Direction of Communication
Direction of Communication
Upward
Lateral
Downward
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7. Interpersonal Communication
Interpersonal Communication
 Oral Communication
– Advantages: Speed and feedback.
– Disadvantage: Distortion of the message.
 Written Communication
– Advantages: Tangible and verifiable.
– Disadvantages: Time consuming and lacks feedback.
 Nonverbal Communication
– Advantages: Supports other communications and
provides observable expression of emotions and
feelings.
– Disadvantage: Misperception of body language or
gestures can influence receiver’s interpretation of
message.
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8. Intonations: It’s the Way You Say It!
Intonations: It’s the Way You Say It!
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9. Three Common Formal Small-Group Networks
Three Common Formal Small-Group Networks
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10. Small-Group Networks and Effectiveness
Small-Group Networks and Effectiveness
Criteria
Criteria
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11. Grapevine
Grapevine
 Grapevine Characteristics
– Not controlled by management.
– Perceived by most employees as being more
believable and reliable than formal communications.
– Largely used to serve the self-interests of those who
use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
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12. Suggestions for Reducing the Negative
Suggestions for Reducing the Negative
Consequences of Rumors
Consequences of Rumors
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13. Computer-Aided Communication
Computer-Aided Communication
 E-mail
– Advantages: quickly written, sent, and stored; low cost
for distribution.
– Disadvantages: information overload, lack of emotional
content, cold and impersonal.
 Intranet
– A private organization-wide information network.
 Extranet
– An information network connecting employees with
external suppliers, customers, and strategic partners.
 Videoconferencing
– An extension of an intranet or extranet that permits
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face-to-face virtual 10–
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14. Emoticons: Showing Emotion in E-Mail
Emoticons: Showing Emotion in E-Mail
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15. Choice of Communication Channel
Choice of Communication Channel
Characteristics of Rich Channels
Characteristics of Rich Channels
1. Handle multiple cues simultaneously.
1. Handle multiple cues simultaneously.
2.
2. Facilitate rapid feedback.
Facilitate rapid feedback.
3.
3. Are very personal in context.
Are very personal in context.
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16. Information Richness of Communication
Information Richness of Communication
Channels
Channels
Low channel richness High channel richness
Routine Nonroutine
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17. Barriers to Effective Communication
Barriers to Effective Communication
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18. Barriers to Effective Communication (cont’d)
Barriers to Effective Communication (cont’d)
emotions language
How a receiver feels at the Words have different
time a message is received meanings to different
will influence how the people.
message is interpreted.
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19. Communication Barriers Between Men and
Communication Barriers Between Men and
Women
Women
 Men talk to:  Women talk to:
– Emphasize status, – Establish connection
power, and and intimacy.
independence. – Criticize men for not
– Complain that women listening.
talk on and on. – Speak of problems to
– Offer solutions. promote closeness.
– To boast about their – Express regret and
accomplishments. restore balance to a
conversation.
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20. Cross-Cultural Communication
Cross-Cultural Communication
 Cultural Barriers
– Barriers caused by semantics
– Barriers caused by word connotations
– Barriers caused by tone differences
– Barriers caused by differences among perceptions
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21. Hand Gestures Mean Different Things in
Hand Gestures Mean Different Things in
Different Countries
Different Countries
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22. Hand Gestures Mean Different Things in
Hand Gestures Mean Different Things in
Different Countries (cont’d)
Different Countries (cont’d)
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23. Communication Barriers and Cultural Context
Communication Barriers and Cultural Context
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24. High-
High-
vs.
vs.
Low-
Low-
Context
Context
Cultures
Cultures
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25. A Cultural Guide
A Cultural Guide
Cultural Context Communication Rules:
Cultural Context Communication Rules:
1. Assume differences until similarity is proven.
1. Assume differences until similarity is proven.
2. Emphasize description rather than
2. Emphasize description rather than
interpretation or evaluation.
interpretation or evaluation.
3. Practice empathy.
3. Practice empathy.
4. Treat your interpretations as a working
4. Treat your interpretations as a working
hypothesis.
hypothesis.
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