Organizational Behavior communication Tomáš Ondráček ondracek.t@mail.muni.cz Faculty of Economics and Administration, Masaryk University 2022 1. COMMUNICATION communication: definition communication Communication refers to the process of transmitting and understanding meaning. ·ORBE ·2022 2 / 44 1. COMMUNICATION communication process: definition communication process The communication process defines the steps between the source and the receiver that leading to the transmission and understanding of meaning. ·ORBE ·2022 3 / 44 1. COMMUNICATION basic model of social communication ·ORBE ·2022 4 / 44 1. COMMUNICATION functions of communication functions of communication management feedback sharing emotions persuasion exchange of information ·ORBE ·2022 5 / 44 1. COMMUNICATION functions of communication management hierarchy and rules job description and principles problematic communication activities ·ORBE ·2022 6 / 44 1. COMMUNICATION functions of communication feedback objectives What is needed? progress How is it going? Where are the difficulties? evaluation/rewards How to improve? ·ORBE ·2022 7 / 44 1. COMMUNICATION functions of communication sharing emotions satisfaction frustration social needs ·ORBE ·2022 8 / 44 1. COMMUNICATION functions of communication persuasion trying to change attitudes without unambiguous valence (negative/positive) CSR (corporate social responsibility) ·ORBE ·2022 9 / 44 1. COMMUNICATION functions of communication exchange of information data acquisition clarification ... ·ORBE ·2022 10 / 44 1. COMMUNICATION rules of communication conversational maxims (Grice, 1975) QUANTITY The contribution should be informative as required. The contribution should not be more informative than required. QUALITY The paper should be truthful. Do not say something that you believe is false. Do not say something for which you do not have good reasons. RELATION Be relevant. MANNER Contribution to the conversation should be clear, understandable. Avoid vague expressions. Avoid ambiguity. Be concise. The contribution should have a clear structure. ·ORBE ·2022 11 / 44 1. COMMUNICATION rules of communication rationality or persuasiveness own vs. general examples and stories recognition of differing views vs. assertion of one’s own openness speed ·ORBE ·2022 12 / 44 1. COMMUNICATION rules of communication ideal critical discussion phase van Eemeren, Grootendorst, and Snoeck Henkemans (2002) CONFRONTATION A difference of opinnion is identified. OPENING Starting points, positions, and tools are established. ARGUMENTATIVE Arguments are presented. CONCLUDING The discussion, strength of the arguments, and defense of the thesis are evaluated. ·ORBE ·2022 13 / 44 2. communication channels formal channels: definition formal channels Formal channels refer to the communication channels established by the organisation for the purpose of transmitting messages related to members’ work activities of the organisation. ·ORBE ·2022 14 / 44 2. communication channels informal channels: definition informal channels Informal channels refer to communication channels that are created spontaneously and emerge as a result of individual decisions. ·ORBE ·2022 15 / 44 2. communication channels channel choice choice of channel: criteria question of the recipient individual, group, ... question of the nature of the message routine vs. unusual secret, private, public, ... nature of the information ·ORBE ·2022 16 / 44 2. communication channels channel capacity channel capacity: definition channel richness Channel capacity refers to the amount of information that can be transmitted during a single communication act. ·ORBE ·2022 17 / 44 2. communication channels channel capacity communication channel capacity formal notification live conversation ... richer poorer ·ORBE ·2022 18 / 44 2. communication channels examples of communication channels written communication complex assignment need for precise language need for protection ... ·ORBE ·2022 19 / 44 2. communication channels examples of communication channels oral communication fast and more reliable feedback possibility to complement ... ·ORBE ·2022 20 / 44 2. communication channels examples of communication channels oral and written communication oral written meetings letters, emails, SMS telephone social networks and apps conferences (video and audio-) websites, blogs ... ... ·ORBE ·2022 21 / 44 2. communication channels non-verbal communication non-verbal communication mime haptics kinesics and gestures eye contact (visuals) postural proxemics chronemics ·ORBE ·2022 22 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS top-down communications purpose identify the target, provide instructions, ... problems one-way, formality, ... recommendations give explanations ... ·ORBE ·2022 23 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS bottom-up communication purpose inform about progress, provide feedback,... problems unidirectionality, formality, ... recommendations conciseness, comprehensiveness, explanation, ... ·ORBE ·2022 24 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS lateral communications purpose inform about progress, time saving, ... problems possible formal constraints, higher risk of dysfunctional conflicts, ... recommendations openness, principle of publicity, ... ·ORBE ·2022 25 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS communication networks small group communication networks speed leader function accuracy member satisfaction ·ORBE ·2022 26 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: definition grapevine A grapevine refers to an informal communication network in an organization. ·ORBE ·2022 27 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: purpose possibility of obtaining formally unavailable or hard to reach e.g. about mood, about morale, personal problems, ... ·ORBE ·2022 28 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: problémy I/II gossip and rumours disturbance of work ethics disruption of the work environment possible ethical problems ... ·ORBE ·2022 29 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: problémy II/II sharing explaining answering invitation ·ORBE ·2022 30 / 44 4. PERSUASION persuasion: definition persuasion Persuasion is a specific form of communication aimed at influencing the mental state of the recipient in an atmosphere of free choice. Gálik (2011) ·ORBE ·2022 31 / 44 4. PERSUASION ELM model Elaboration Likelihood Model (Petty & Cacioppo, 1986) Under what conditions is it likely, that a person will or will not think deeply about the arguments? ·ORBE ·2022 32 / 44 4. PERSUASION ELM model ELM model: routes (Petty & Cacioppo, 1986) PERIPHERAL ROUTE without deeper consideration, "irrational"reasons CENTRAL ROUTE consideration of reasons ·ORBE ·2022 33 / 44 4. PERSUASION ELM model ELM model: determinants (Petty & Cacioppo, 1986) MOTIVATION interest, need for cognition ABILITIES knowledge, presence of distractors ·ORBE ·2022 34 / 44 4. PERSUASION ELM model persuasive communication: dual processing theory automatic processing little controlled (superficial) time-consuming and generally inexpensive easy to trick controlled processing sequential evaluation and control of information time-consuming and generally more demanding avoidance of errors ·ORBE ·2022 35 / 44 4. PERSUASION persuasive dialogue persuasive dialogue: definition persuasion dialog Persuasive dialogue refers to persuasion that takes place in a mutual communicative interaction. ·ORBE ·2022 36 / 44 4. PERSUASION persuasive dialogue persuasion dialog: types I SQUABBLE personal conflict verbal attack all (?) to reveal the deeper reason for the conflict NEGOTIATION conflict of interest profit persuasion, bargaining settlement / compromise ·ORBE ·2022 37 / 44 4. PERSUASION persuasive dialogue persuasion dialog: types II INFORMATION SEEKING / DISCOVERY need for information / explanation obtain information / evidence empirical evidence exchange information / confirm or refute a hypothesis DEVELOPING practical choice coordination of objectives and actions emphasis on practicality decide on the best course of action ·ORBE ·2022 38 / 44 4. PERSUASION persuasive dialogue persuasion dialog: types III CRITICAL DISCUSSION difference of opinion to persuade an opponent / resolve a conflict of opinion arguments resolving a difference of opinion ·ORBE ·2022 39 / 44 5. BARRIERS TO COMMUNICATION barriers to effective communication filtering selective perception information overload emotions language silence communication apprehension lying ·ORBE ·2022 40 / 44 5. BARRIERS TO COMMUNICATION cultural barriers cultural barriers semantics (denotatives and connotatives) tonality tolerance for conflict - ways of expressing oneself ... ·ORBE ·2022 41 / 44 SUMMARY basics for communication knowing yourself knowing the addressee knowing the message choice of form choice of response values respect and fairness "facts"not assumptions differences and differing perspectives own identity ·ORBE ·2022 42 / 44 6. COMMUNICATION ANALYSIS communication analysis: options content spokesperson environment/context impact discursive rhetorical argumentative formal ·ORBE ·2022 43 / 44 Zdroje I Gálik, S. (2011). Psychologie přesvědčování. Grada publishing as. Grice, H. P. (1975). Logic and conversation. 1975, 41–58. Petty, R. E., & Cacioppo, J. T. (1986). The elaboration likelihood model of persuasion. Advances in experimental social psychology, 19, 123–205. Robbins, S. P., & Judge, T. A. (2017). Organizational Behavior. Pearson Education Limited. van Eemeren, F. H., Grootendorst, R., & Snoeck Henkemans, A. F. (2002). Argumentation:analysis, evaluation, presentation. Lawrence Erlbaum Associates.