Week 7: Organisational Communication

Question 1

Definition Communication

Answer 1

Communication:

is the process by which information is transmitted and understood between two or more people.

Question 2

What are the functions of effective communication in organisations?

Answer 2

• Developing and maintaining organisational culture
• Building social supports and bonds.
• Facilitating knowledge management.
• Enhancing high quality decisions and the provision of information.

Question 3

Name the model of communication (based on Stuart Hall)

Answer 3

Sender: makes piece of info into a message and encodes it into words, gestures, voice intonations, …

encoded message is transmitted in the context or medium

receiver decodes the message.

Noise = anything that interferes with expression or understanding of the message

Question 4

In which case is face-to-face communication better and in which case written communication?

Answer 4

face-to-face:
When we want to convey emotion or need to use persuasion,
•This is due to voice intonation, silence and the emotional tone of the conversation.

• *Written communication**:
• when details are required.*

Question 5

Computer-Mediated Communication

How has Email impacted on organisations

Answer 5

Positive outcomes include:
•Speed of communication has increased
• can be edited / stored
• coordinate timing
• reduces many selective attention biases
•Empowering to share information.

Negative outcomes include:
•Face-to-face interactions have decreased;
•It is difficult to convey the correct emotional tone;
•Many unnecessary messages are received.

Question 6

What are the five major elements of non-verbal communication?

Answer 6

The five major elements are:

• Personal space;
• Facial expression;
• Eye contact;
• Body language;
• Touch.

Question 7

What are three major cross-cultural differnces in verbal communication?

Answer 7

1. Direct and indirect styles:
•Direct = explicit messages.
•Indirect = selection of words to hide feelings.

2. Personal versus the contextual style:
•Personal = focus on the speaker.
•Contextual = role of the speaker.

3. Instrumental versus affective style:
•Instrumental = goal orientated language.
•Affective = process orientated and receiver focused.

Question 8

What are three major cross-cultural differnces in non-verbal communication?

Answer 8

• Non-verbal more important in some cultures than others
• Gestures have different meaning around the world.

Question 9

Name the common forms of downwards communication

Answer 9

• Instructions about job performance;
• Information on policies/procedures;
• Feedback on job performance;
• Information on task coordination

Question 10

Which other communications types exists in a company besides downward communication?

Answer 10

Upward internal communication:
•Means of making both suggestions and complaints
•Leads to increased job satisfaction

Lateral or horizontal communication:
•Increases cooperation and coordination
•Means of sharing news and information
•Helps to develop and maintain interpersonal relationships

Informal internal communication:
•grapevine

Question 11

Name four common communication barriers

Answer 11

•Perceptions:
Differing mental models.

•Filtering:
•Deleting or delaying negative information.

•Language problems:
•When both the sender and receiver don’t share a common understanding of the words/symbols used.

•Information overload:
•When the volume of information exceeds the person’s capacity to process it.

Question 12

Organisational Communication and Work Outcomes

Answer 12

• Employee satisfaction is enhanced by the frequency and quality of face-to-face interactions with supervisors.
• Downward communication increases employee commitment.
• The communication within a team is particularly important, with productivity increased when there is downward communication.

Question 13

Which are the three steps in listening?

Answer 13

• Sensing: receiving signals and paying attention to them
• Evaluation: decoding and understanding the message
• Responding: motivates and directs future communication

Question 14

What is empathic listening?

Answer 14

• Being able to put yourself in another’s place and see and hear from that person’s perspective.
• Becoming aware of the speakers experience and feelings.
• Setting a safe, comfortable climate for communication to encourage expression.
• Recognising differences and, or probing to discover underlying emotions.