Communication
- Process by which information is exchanged between a sender and a receiver
- communication can be formal or informal
- can flow downward, upward, hor/ver
- can be verbal or nonverbal
Barriers to Effective Communication
- filtering
- selective perception
- defensivness
- language
Effective communication -
communication whereby the right people recieve the right information in a timely manner
Filtering
Refers to a sender manipulating information so that it will be seen more favorably by the receiver
Selective Perception
Receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics.
Defensiveness
When individuals interpret another’s message as threatening, they often respond in ways that inhibit effective communication.
Language
Words mean different things to different people.
Employee Voice
- The constructive expression of disagreement or concern about work unit or organizational practices.
- More than just a complaint
- A constructive suggestion for improvement
- “Speaking up”
- Positively related to job performance and creativity
Antecedents to Voice
Needs to be a psychologically safe environment
Voice is positively related to:
Extraversion
Conscientiousness
Job satisfaction, satisfaction with supervisor
Organization justice
Identification with organization
Voice is negatively related to:
Job stressors and strain
Fear of retaliation
Mum Effect
- Tendency to avoid sharing unfavourable news to prevent negative reactions.
- More pronounced if you sender responsible for action.
- Open minded managers can lessen mum effect.
- Applies to both managers and team members
Grapevine
Grapevine - an organizations communication network
Rumor
an unverified belief that is in general circulation
Verbal language at work
- Jargon - specialized language used by job holders or members of particular occupations or organizations
- Humor
Non-verbal language at work
the transmission of messages by some medium other than speech or writing
- body language - facial expressions
- props, artifacts, costumes - offic decor, arrangment, clothing
Challenges for Upward Communication Flow
- e.g., suggestion boxes, hotlines, etc.
It is not enough to simply put these mechanisms in place!! - Employees must feel like they are being heard and that their ideas will be acted upon.
- That is, make sure employees know that management wants to hear them, put mechanisms in place to ensure this, listen, and respond!
Feedback: Some Tips
Giving
- Intend to be helpful
- Do not evaluate – describe behaviors and their effects
- Provide specific examples
- Keep in mind that the receiver must be able to take concrete action based on the feedback
- Try to understand how you or the group may be contributing to the receiver’s behaviors (by active listening)
- Indicate a sincere willingness to help
Receiving: Feedback
- Try to understand feedback
- Try to avoid becoming defensive
- Assume the feedback giver is trying to be helpful
- Ask for clarification and examples if needed
- Summarize by rephrasing the feedback
- Take responsibility for any behaviors that you agree might have been unhelpful and show a sincere willingness to modify these behaviors
- Don’t take it personally
Apologies to Customers
- Satisfaction with apology related to…
Interactional justice (esp. when failure is nonmonetary) - Distributive justice (only for transaction-specific issues)
- Empathy
- Feeling for another (sympathy, compassion, etc.)
- Intensity of apology
- Timing (quick apologies are better received)
Suggestions for Effective Communication
- Take the time to communicate well
- Be accepting of the other person
- Do not confuse the person with the problem
- Say what you feel (within reason)
- Listen actively
- Give timely and specific feedback
- Assume differences until you know otherwise (e.g., cultural differences)
- Recognize differences within cultures
- Watch your language
- Speak clearly, slowly, and simply
Gender Differences in Communication
- Originated in childhood, persisted in the workplace.
- Revolve around the “One Up, One Down” position.
- Men: main concern = power dynamics. Use communication as a way to position themselves in a one-up situation.
- Women: more concerned with rapport building. Avoid putting others down. As a result, women often find themselves in a one-down position, which can have a negative effect on their careers.
Getting credit
Men more likely to highlight their qualities/work
Confidence
Men tend to be more boastful, minimize their doubts, women downplay their certainty.
