Organizational Behavior communication Tomáš Ondráček ondracek.t@mail.muni.cz Faculty of Economics and Administration, Masaryk University 2023 1. COMMUNICATION communication: definition communication Communication refers to the process of transmitting and understanding meaning. ·ORBE ·2023 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 ·2023 3 / 44 1. COMMUNICATION basic model of social communication (Lumen Learning, 2008) ·ORBE ·2023 4 / 44 1. COMMUNICATION functions of communication functions of communication management feedback sharing emotions persuasion exchange of information ·ORBE ·2023 5 / 44 1. COMMUNICATION functions of communication management hierarchy and rules job description and principles problematic communication activities ·ORBE ·2023 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 ·2023 7 / 44 1. COMMUNICATION functions of communication sharing emotions satisfaction frustration social needs ·ORBE ·2023 8 / 44 1. COMMUNICATION functions of communication persuasion trying to change attitudes without unambiguous valence (negative/positive) CSR (corporate social responsibility) ·ORBE ·2023 9 / 44 1. COMMUNICATION functions of communication exchange of information data acquisition clarification ... ·ORBE ·2023 10 / 44 1. COMMUNICATION functions of communication rationality or persuasiveness own vs. general examples and stories recognition of differing views vs. assertion of one’s own openness speed ·ORBE ·2023 11 / 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 ·2023 12 / 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 ·2023 13 / 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 ·2023 14 / 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 ·2023 15 / 44 2. communication channels channel capacity communication channel capacity formal notification live conversation ... richer poorer ·ORBE ·2023 16 / 44 2. communication channels examples of communication channels written communication complex assignment need for precise language need for protection ... ·ORBE ·2023 17 / 44 2. communication channels examples of communication channels oral communication fast and more reliable feedback possibility to complement ... ·ORBE ·2023 18 / 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 ·2023 19 / 44 2. communication channels non-verbal communication non-verbal communication mime haptics kinesics and gestures eye contact (visuals) postural proxemics chronemics ·ORBE ·2023 20 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS top-down communications purpose identify the target, provide instructions, ... problems one-way, formality, ... recommendations give explanations ... ·ORBE ·2023 21 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS bottom-up communication purpose inform about progress, provide feedback,... problems unidirectionality, formality, ... recommendations conciseness, comprehensiveness, explanation, ... ·ORBE ·2023 22 / 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 ·2023 23 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS communication networks small group communication networks speed leader function accuracy member satisfaction ·ORBE ·2023 24 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: definition grapevine A grapevine refers to an informal communication network in an organization. ·ORBE ·2023 25 / 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 ·2023 26 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: problems I/II gossip and rumours disturbance of work ethics disruption of the work environment possible ethical problems ... ·ORBE ·2023 27 / 44 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: problems II/II sharing explaining answering invitation ·ORBE ·2023 28 / 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 ·2023 29 / 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 ·2023 30 / 44 4. PERSUASION ELM model ELM model: routes (Petty & Cacioppo, 1986) PERIPHERAL ROUTE without deeper consideration, "irrational"reasons CENTRAL ROUTE consideration of reasons ·ORBE ·2023 31 / 44 4. PERSUASION ELM model ELM model: determinants (Petty & Cacioppo, 1986) MOTIVATION interest, need for cognition ABILITIES knowledge, presence of distractors ·ORBE ·2023 32 / 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 ·2023 33 / 44 4. PERSUASION persuasive dialogue persuasive dialogue: definition persuasion dialog Persuasive dialogue refers to persuasion that takes place in a mutual communicative interaction. ·ORBE ·2023 34 / 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 ·2023 35 / 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 ·2023 36 / 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 ·2023 37 / 44 4. PERSUASION persuasive dialogue ideal critical discussion phases 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 ·2023 38 / 44 5. BARRIERS TO COMMUNICATION barriers to effective communication filtering selective perception information overload emotions language silence communication apprehension lying ·ORBE ·2023 39 / 44 5. BARRIERS TO COMMUNICATION cultural barriers cultural barriers semantics (denotatives and connotatives) tonality tolerance for conflict - ways of expressing oneself ... ·ORBE ·2023 40 / 44 5. BARRIERS TO COMMUNICATION basic 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 ·2023 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 ·2023 42 / 44 6. COMMUNICATION ANALYSIS communication analysis: options content spokesperson environment/context impact discursive rhetorical argumentative formal ·ORBE ·2023 43 / 44 Zdroje I Gálik, S. (2011). Psychologie přesvědčování. Grada publishing as. Grice, H. P. (1975). Logic and conversation. 1975, 41–58. Lumen Learning. (2008). Business Communication Skills for Managers. Lumen. Retrieved from https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/ the-business-audience/ 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.