Chapter 8

Question 1

What is communication in organizational context?

Answer 1

Communication is the exchange of ideas, emotions, messages, and information through various means. Effective communication may sometimes need to touch emotions.

Question 2

Define cybernetics in communication.

Answer 2

Cybernetics is the study of feedback and communication mechanisms in organisms and organizations, emphasizing a reciprocal rather than one-way flow of information.

Question 3

How is an organization likened to a multiheaded hydra?

Answer 3

An organization is like a multiheaded hydra with many mouths (communication points) making it difficult to achieve agreement and understand messages across internal and external audiences.

Question 4

Discuss the cultural and power perspectives in communication.

Answer 4

From the cultural perspective, communication creates and shares meanings for common sensemaking. From the power perspective, it’s a medium for conflicts and influencing with preferred views.

Question 5

What are the levels of communication within and outside organizations?

Answer 5

Two-party communication, can be impersonal.
Small-group: Communication within a small group.
Organizational: Communication across an organization.
Mass: Communication to a large audience, often via mass media.

Question 6

What are the negative impacts of groupthink?

Answer 6

Limiting alternatives, disregarding expert opinions, collective rationalization, and overconfidence without considering contingency plans.

Question 7

Identify the symptoms of groupthink.

Answer 7

Illusion of invulnerability, moral high ground, stereotyping outsiders, mind guards, and self-censorship.

Question 8

Define the four major functions of rich communication processes.

Answer 8

1.Informative: Transports factual information.
2.Systemic: Acts as a glue between members.
3.Literal: Goes beyond facts to convey meanings.
4.Figurative: Links organization to its wider environment.

Question 9

Differentiate between intraorganizational and interorganizational communication.

Answer 9

Intraorganizational occurs within an organization, while interorganizational involves multiple organizations.

Question 10

What is the significance of branding in communication?

Answer 10

Branding differentiates a company, encapsulates values, and fosters customer relationships by shaping perceptions through design, behavior, and communication.

Question 11

Describe polyphonic communication.

Answer 11

It involves many voices and perspectives, requiring a departure from top-down, authoritative models to embrace diverse meanings and narratives.

Question 12

What is mass communication as of 1980?

Answer 12

Communication directed to a broad audience, typically through fast-acting media channels, with restricted feedback from the audience.

Question 13

What major shift has occurred in mass communication since the advent of the internet?

Answer 13

Mass communication has become a central feature of capitalism and societal discourse due to the internet, transforming how feedback and communication patterns unfold.

Question 14

Explain the four functions of communication according to Bordow & Moore (1991).

Answer 14

Informative: Transfers essential data.
Systemic: Maintains coherence among organizational members.
Literal: Conveys actual messages beyond mere data.
Figurative: Represents an organization’s broader identity and purpose.

Question 15

What is the relationship between communication and organizational design?

Answer 15

Communication is pivotal in shaping organizational structures and processes, impacting how information flows and how members interact.

Question 16

Define intraorganizational and interorganizational communication.

Answer 16

Intraorganizational: Communication within an organization.
Interorganizational: Communication between multiple organizations.

Question 17

What are the different directions and types of organizational communication?
Back:

Answer 17

Downward: From superior to subordinate.
Upward: From subordinate to superior.
Horizontal: Between peers or departments.
Formal/Informal: Structured vs. casual communication.

Question 18

How does openness and honesty in communication affect organizational change?

Answer 18

Promotes an environment conducive to change and can influence external perceptions when communicated outwardly.

Question 19

List six reasons why organizations might collaborate.

Answer 19

1.Necessity: To meet legal or regulatory needs.
2.Asymmetry: To control environments.
3.Reciprocity: Mutual benefits from joint efforts.
4.Efficiency: To enhance performance.
5.Stability: To reach otherwise unattainable stability.
6.Legitimacy: To legitimize the business.

Question 20

What is the role of communication with stakeholders?

Answer 20

Facilitates the exchange of information and alignment of interests among an organization and relevant external parties like media, community groups, and labor unions.

Question 21

What is the impact of branding on organizational communication?

Answer 21

Branding shapes public perception through design, behaviors, and products/services, creating a strong identity and fostering customer relationships.

Question 22

What does polyphonic communication involve in organizational contexts?

Answer 22

Embraces multiple voices and perspectives, challenging monolithic cultural narratives and fostering a multifaceted approach to meaning-making.

Question 23

Apply the concept of ‘cybernetics in communication’ to a case study where a company’s feedback mechanism improved performance.

Answer 23

Consider a company that implemented a real-time feedback app allowing employees to report issues and make suggestions. The reciprocal communication led to process improvements and increased job satisfaction.

Question 24

How might an organization’s ‘multiheaded hydra’ communication structure impact its crisis management?

Answer 24

During a crisis, the multiheaded structure could cause mixed messages and confusion. Effective crisis management would require a coordinated communication strategy to ensure consistency and clarity.

Question 25

Discuss how cultural perspectives in communication affected the merger of two companies from different countries.

Answer 25

A merger case where cultural misunderstandings led to conflict. Success depended on creating shared meanings and integrating diverse cultural norms into a cohesive organizational culture.

Question 26

In the context of small-group communication, analyze a scenario where groupthink led to a failed marketing campaign.

Answer 26

The marketing team didn’t consider alternative ideas and followed the most vocal member’s suggestion without critical evaluation, resulting in a campaign that didn’t resonate with the target audience.

Question 27

How does the literal function of communication manifest in a company’s internal newsletter?

Answer 27

The newsletter doesn’t just share news but also conveys the company’s values and ethos, fostering a shared understanding and identity among employees.

Question 28

Relate the concept of downward communication to a scenario where a manager’s directive caused unrest among employees.

Answer 28

A manager’s directive to cut costs led to anxiety about job security due to a lack of context. This highlights the need for downward communication to be clear and compassionate to avoid unintended morale issues.

Question 29

Evaluate the role of interorganizational communication in a joint venture’s success.

Answer 29

Consider how regular, transparent communication between partnering organizations in a joint venture ensured alignment of goals, smooth operations, and shared success.

Question 30

Consider a case where open communication about organizational change led to increased innovation.

Answer 30

An organization openly discussed restructuring plans with employees, leading to a collaborative environment where staff felt empowered to propose innovative solutions.

Question 31

Illustrate how asymmetry in collaboration can be beneficial with an example of a large corporation working with a startup.

Answer 31

The large corporation provided resources and a customer base, while the startup offered innovative technology and agility, creating a symbiotic relationship that benefited both.

Question 32

How does effective stakeholder communication contribute to a company’s reputation during a scandal?

Answer 32

Timely and transparent communication with stakeholders, including owning up to mistakes and outlining remedial actions, can mitigate reputational damage and maintain trust.

Question 33

Describe a scenario where polyphonic communication improved a company’s problem-solving process.

Answer 33

A company facing declining sales gathered input from all levels and departments, leading to a multifaceted strategy that addressed the issue more holistically.

Question 34

How does mass communication affect consumer behavior in a product recall scenario?

Answer 34

In a recall, effective mass communication can quickly inform consumers about the issue, the steps the company is taking to address it, and how to proceed, thereby maintaining trust and minimizing brand damage.

Question 35

Apply the ‘informative function’ of communication to a company undergoing digital transformation.

Answer 35

As a company introduces new technology, the informative function ensures employees understand the changes, how they will be implemented, and the expected benefits, reducing resistance.

Question 36

In what ways can systemic communication improve cross-functional team collaboration in project management?

Answer 36

Systemic communication acts as the ‘glue’ by ensuring all team members are aligned on project goals, understand their roles, and how their work interrelates, leading to a cohesive project delivery.

Question 37

How would you use figurative communication to enhance a company’s brand after a merger?

Answer 37

Post-merger, figurative communication could be used to create a new narrative that combines the strengths of both companies, presenting a united front that resonates with the market and employees.

Question 38

Describe a scenario where upward communication led to a significant policy change within a company.

Answer 38

Employee surveys revealed a need for a better work-life balance, leading to the implementation of flexible working hours, showcasing the power of upward communication in driving organizational change.

Question 39

Analyze a case where a lack of horizontal communication led to inefficiencies in a manufacturing process.

Answer 39

A situation where the design team didn’t communicate changes to the production team, resulting in delays and wasted resources, highlighting the necessity for strong horizontal communication.

Question 40

How does communication contribute to managing a company’s image during a public relations crisis?

Answer 40

Effective communication, including accepting responsibility and outlining corrective steps, can control the narrative, show accountability, and rebuild public confidence.

Question 41

Discuss the importance of branding in communication using a case study of a startup’s rapid growth.

Answer 41

A startup used consistent and strong branding messages across all communication platforms, which helped establish its market position and attract investors and customers quickly.

Question 42

Illustrate the concept of polyphonic communication through a multinational company’s global strategy.

Answer 42

A multinational incorporated diverse local insights into its global strategy, leading to products that were culturally resonant in different markets, illustrating the benefits of polyphonic communication.