The document discusses effective communication in organizations. It explains the communication process and different types of communication channels. It emphasizes that managers should understand perception and manage both formal and informal communication channels effectively. It also stresses the importance of listening skills, providing constructive feedback, and improving cross-cultural communication.

1. Unit 9: Communication

5. Perception and Communication Problems Basic Perception Process Perception Problems Perceptions of Others Self-Perception

6. Basic Perception Process Perception The process by which individuals attend to, organize, interpret, and retain information from their environments. Perception Filters The personality-, psychology-, or experienced-based differences that influence people to ignore or pay attention to particular stimuli.

7. Perception Problems Selective perception (self) notice and accept stimuli which are consistent with our values and beliefs; ignore inconsistent stimuli Closure (self) tendency to fill in the gaps when information is missing; we assume that what we don’t know is consistent with what we do know Self-Serving Bias The tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes). Attribution Theory (others): we have a need to understand and explain the causes of other people’s behavior General reasons to explain behavior: Internal attribution - the behavior was voluntary or under their control; External attribution - the behavior was involuntary and beyond their control

8. Attribution Bias and Error Defensive Bias Fundamental Attribution Error The tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty. The tendency to ignore external causes of behavior and to attribute other people’s actions to internal causes.

9. Attribution Bias and Error

10. Kinds of Communication Communication Process Formal Communication Channels Informal Communication Channels Coaching and Counseling Nonverbal Communication

11. The Interpersonal Communication Process Encode Message Decode Message N o i s e N o i s e N o i s e N o i s e Transmit Message Receive Message Message to be Conveyed Message that was Understood Sender Receiver Communication Channel Feedback to Sender

16. Informal Communication Channels

17. Informal Communication Channels Gossip Chain Cluster Chain

19. Informal Communication Channels 1. Correct misinformation. 2. Don’t take angry comments personally 3. Give your name and contact number 4. Hold a town meeting to discuss issues 5. Set up anonymous discussion forums Dealing with Internet Gripe Sites

21. How to Improve Communication Choosing the Right Communication Medium Being a good listener Giving effective feedback Improving cross-cultural communication

22. Communication Medium & Listening Communication Medium The method used to deliver an oral or written message, oral communication and or written communication Listening Clarify responses: ask questions to clear up ambiguities Paraphrase responses: restate the speaker’s comments in your own words Summarize responses: review the speaker’s main points Show your desire to understand : listen first, talk about what’s important to the other Reflect feelings : focus on the emotional part of the message, more than just restating words Hearing versus Listening Active Listening Emphatic Listening

24. Improving Cross-Cultural Communication 1. Familiarize yourself with a culture’s work norms 2. Know whether a culture is emotionally affective or neutral 3. Understand terms and attitudes toward time

28. Managing Organization-Wide Communication Improving Transmission: Getting the Message Out Improving Reception Company hotlines Survey feedback Informal meetings Surprise visits Blogs email online discussion forums televised / videotaped speeches and conferences corporate talk shows broadcast voice mail