Organizational Behavior communication Tomáš Ondráček ondracek.t@mail.muni.cz Faculty of Economics and Administration, Masaryk University 2024 example: Air Traffic Control Miscommunication (Tenerife Disaster) In 1977, two Boeing 747 jumbo jets (KLM Flight 4805 and Pan Am Flight 1736) collided on the runway at Tenerife Airport. The disaster occurred due to a miscommunication between the KLM captain and air traffic control (ATC). The KLM pilot, anxious to take off due to weather conditions, misinterpreted ATC’s clearance message and began the takeoff sequence without explicit permission. The ATC’s message was vague and subject to misunderstanding, a major flaw in the encoding of the message. Additionally, the noise on the radio interfered with the decoding process for the pilots, leading to fatal misinterpre- tation. Communication Issue: Improper encoding (lack of clarity in instructions), noise in the communication channel, and failure in the feedback loop (incomplete confirmation of takeoff clearance). (Weick, 1990) ·ORBE ·2024 2 / 59 question: Tenerife Disaster In the Tenerife disaster, what specific actions could the air traffic controllers or pilots have taken to avoid the miscommunication? What role does feedback play in this context? Follow-up Question: How could clearer encoding of the message have changed the outcome? ·ORBE ·2024 3 / 59 1. COMMUNICATION communication: definition communication Communication refers to the process of transmitting and understanding meaning. ·ORBE ·2024 4 / 59 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 ·2024 5 / 59 1. COMMUNICATION basic model of social communication (Lumen Learning, 2008) ·ORBE ·2024 6 / 59 1. COMMUNICATION example: Google’s OKRs (Objectives and Key Results) Google utilizes the OKR framework to keep employees aligned with the company’s goals. OKRs are clear, measurable goals set by teams and individuals. Feedback is provided frequently through progress updates and quarterly reviews. The OKRs create a structured feedback loop, allowing employees to adjust their work based on the clarity and specificity of the feedback received. Communication Issue: Continuous feedback ensures that employees are not only progressing towards their objectives but are aware of challenges and can adjust based on clear, actionable information from managers. (Doerr, 2018) ·ORBE ·2024 7 / 59 1. COMMUNICATION functions of communication functions of communication management feedback sharing emotions persuasion exchange of information ·ORBE ·2024 8 / 59 1. COMMUNICATION functions of communication management hierarchy and rules job description and principles problematic communication activities ·ORBE ·2024 9 / 59 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 ·2024 10 / 59 1. COMMUNICATION functions of communication sharing emotions satisfaction frustration social needs ·ORBE ·2024 11 / 59 1. COMMUNICATION functions of communication example: Pixar Studios’ Emotional Communication At Pixar, employees are encouraged to openly share their emotional responses during production meetings. This emotional transparency is critical for creativity. For instance, when working on Toy Story 4, animators shared their frustrations when certain scenes didn’t meet expectations, which led to creative solutions. Communication Issue: Emotional communication fosters creativity, but it requires an environment where employees feel safe sharing both positive and negative emotions without fear of judgment. (Catmull & Wallace, 2014) ·ORBE ·2024 12 / 59 1. COMMUNICATION functions of communication persuasion trying to change attitudes without unambiguous valence (negative/positive) CSR (corporate social responsibility) ·ORBE ·2024 13 / 59 1. COMMUNICATION functions of communication example: Patagonia’s CSR Campaign: "Don’t Buy This Jacket" In 2011, Patagonia launched a bold CSR campaign with the tagline "Don’t Buy This Jacket"during Black Friday. The goal was to persuade customers to think critically about their purchasing habits and promote sustainability. While it seemed counterintuitive, it successfully positioned Patagonia as a leader in environmental responsibility. Communication Issue: Patagonia’s message was persuasive because it challenged conventional consumer behavior through a transparent and socially responsible narrative. The campaign used the **central route of persuasion** by making customers think deeply about their actions. (Patagonia, 2011) ·ORBE ·2024 14 / 59 1. COMMUNICATION functions of communication question: Persuasion and CSR Campaigns After learning about Patagonia’s CSR campaign "Don’t Buy This Jacket", what makes such a counterintuitive message persuasive? How does it differ from traditional advertising messages? Follow-up Question: Can you think of other examples where a company used a similar persuasive approach to shift consumer behavior? ·ORBE ·2024 15 / 59 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 ·2024 16 / 59 1. COMMUNICATION functions of communication exchange of information data acquisition clarification ... ·ORBE ·2024 17 / 59 1. COMMUNICATION functions of communication question: Functions of Communication Consider the different functions of communication (e.g., management, feedback, persuasion). Which function do you believe is the most important in a high-stakes work environment (e.g., emergency response or corporate decision-making), and why? Follow-up Question: Can you give an example where failure in one of these functions led to problems in your workplace or studies? ·ORBE ·2024 18 / 59 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 ·2024 19 / 59 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 ·2024 20 / 59 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 ·2024 21 / 59 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 ·2024 22 / 59 2. communication channels channel capacity communication channel capacity formal notification live conversation ... richer poorer ·ORBE ·2024 23 / 59 2. communication channels examples of communication channels written communication complex assignment need for precise language need for protection ... ·ORBE ·2024 24 / 59 2. communication channels examples of communication channels oral communication fast and more reliable feedback possibility to complement ... ·ORBE ·2024 25 / 59 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 ·2024 26 / 59 2. communication channels non-verbal communication example: Non-Verbal Communication in Diplomacy During a meeting between President Barack Obama and Queen Elizabeth II, non-verbal communication was key. Obama’s respectful bow, eye contact, and measured posture conveyed his respect and acknowledgement of cultural norms without the need for verbal explanations. These non-verbal signals helped maintain diplomacy and mutual respect. Communication Issue: In diplomatic contexts, non-verbal cues such as body language, posture, and eye contact are essential for effective communication, especially when language or protocol constraints exist. (Glenn, 2010) ·ORBE ·2024 27 / 59 2. communication channels non-verbal communication question: Non-Verbal Communication In the example of non-verbal communication between President Obama and Queen Elizabeth II, how can non-verbal signals impact international diplomacy? Can you think of situations where non-verbal communication might lead to misunderstanding? Follow-up Question: How do non-verbal communication norms differ across cultures, and how should this be managed in a global context? ·ORBE ·2024 28 / 59 2. communication channels non-verbal communication non-verbal communication mime haptics kinesics and gestures eye contact (visuals) postural proxemics chronemics ·ORBE ·2024 29 / 59 2. communication channels non-verbal communication example: Apple’s Communication Channels Apple balances formal communication channels, like official memos for product launches, with informal channels such as hallway conversations or Slack for team collaboration. During the development of the iPhone, quick feedback through informal channels allowed teams to innovate more efficiently, whereas formal memos were used to communicate major decisions. Communication Issue: Informal channels facilitated creativity and quick feedback, while formal channels ensured important information was distributed consistently and officially. (Isaacson, 2011) ·ORBE ·2024 30 / 59 3. COMMUNICATION DIRECTIONS AND NETWORKS top-down communications purpose identify the target, provide instructions, ... problems one-way, formality, ... recommendations give explanations ... ·ORBE ·2024 31 / 59 3. COMMUNICATION DIRECTIONS AND NETWORKS bottom-up communication purpose inform about progress, provide feedback,... problems unidirectionality, formality, ... recommendations conciseness, comprehensiveness, explanation, ... ·ORBE ·2024 32 / 59 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 ·2024 33 / 59 3. COMMUNICATION DIRECTIONS AND NETWORKS communication networks small group communication networks speed leader function accuracy member satisfaction ·ORBE ·2024 34 / 59 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: definition grapevine A grapevine refers to an informal communication network in an organization. ·ORBE ·2024 35 / 59 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 ·2024 36 / 59 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 ·2024 37 / 59 3. COMMUNICATION DIRECTIONS AND NETWORKS informal communication networks grapevine: problems II/II sharing explaining answering invitation ·ORBE ·2024 38 / 59 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 ·2024 39 / 59 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 ·2024 40 / 59 4. PERSUASION ELM model ELM model: routes (Petty & Cacioppo, 1986) PERIPHERAL ROUTE without deeper consideration, "irrational"reasons CENTRAL ROUTE consideration of reasons ·ORBE ·2024 41 / 59 4. PERSUASION ELM model ELM model: determinants (Petty & Cacioppo, 1986) MOTIVATION interest, need for cognition ABILITIES knowledge, presence of distractors ·ORBE ·2024 42 / 59 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 ·2024 43 / 59 4. PERSUASION persuasive dialogue persuasive dialogue: definition persuasion dialog Persuasive dialogue refers to persuasion that takes place in a mutual communicative interaction. ·ORBE ·2024 44 / 59 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 ·2024 45 / 59 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 ·2024 46 / 59 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 ·2024 47 / 59 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 ·2024 48 / 59 5. BARRIERS TO COMMUNICATION example: Uber’s Cultural Communication Barriers in France When Uber expanded its operations to France, it faced significant pushback from local taxi drivers and regulators. This conflict arose partly because Uber did not properly consider the cultural norms and communication practices of the French market. Their direct, tech-centric approach clashed with the more traditional and unionized French taxi industry, leading to protests and boycotts. Communication Issue: The company failed to account for cultural differences in how messages about their business model were perceived. This led to a breakdown in communication between Uber, the taxi industry, and the public. (?) ·ORBE ·2024 49 / 59 5. BARRIERS TO COMMUNICATION barriers to effective communication filtering selective perception information overload emotions language silence communication apprehension lying ·ORBE ·2024 50 / 59 5. BARRIERS TO COMMUNICATION cultural barriers cultural barriers semantics (denotatives and connotatives) tonality tolerance for conflict - ways of expressing oneself ... ·ORBE ·2024 51 / 59 5. BARRIERS TO COMMUNICATION cultural barriers cultural barriers: IKEA Product Name Fartfull IKEA released a children’s workbench called Fartfull in 2004. While the name means "speedy"or "full of speed"in Swedish, it was met with humor in English-speaking countries due to its unfortunate resemblance to the word "fart". This incident illustrates how product names can be interpreted differently across cultures, resulting in unintended consequences. (Sabo, 2024) ·ORBE ·2024 52 / 59 5. BARRIERS TO COMMUNICATION cultural barriers cultural barriers: IKEA Product Name Jerker Desk The Jerker desk, although a highly functional and popular computer desk, raised eyebrows in English-speaking countries due to its name, which can have unfortunate connotations. The name was eventually discontinued, but not before it became notorious for its unintended meaning. (Staff, 2023) ·ORBE ·2024 53 / 59 5. BARRIERS TO COMMUNICATION cultural barriers question: Cultural Barriers (IKEA) From the IKEA product name examples, how could IKEA have better prepared to avoid these missteps in different markets? What steps should international companies take when launching products globally to avoid cultural miscommunication? Follow-up Question: Can you think of another product or brand that faced a similar issue with cultural or language barriers? ·ORBE ·2024 54 / 59 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 ·2024 55 / 59 5. BARRIERS TO COMMUNICATION basic rules of communication question: Emotional Communication At Pixar, employees openly shared their emotional responses during production meetings. How can emotional communication improve or hinder decision-making in a team? Follow-up Question: How can a leader balance emotional openness with maintaining professional boundaries? ·ORBE ·2024 56 / 59 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 ·2024 57 / 59 6. COMMUNICATION ANALYSIS communication analysis: options content spokesperson environment/context impact discursive rhetorical argumentative formal ·ORBE ·2024 58 / 59 Zdroje I Catmull, E., & Wallace, A. (2014). Creativity, inc.: Overcoming the unseen forces that stand in the way of true inspiration. Random House. Doerr, J. (2018). Measure what matters: How google, bono, and the gates foundation rock the world with okrs. Portfolio Penguin. Gálik, S. (2011). Psychologie přesvědčování. Grada publishing as. Glenn, D. (2010). President obama meets queen elizabeth. The Washington Post. (Retrieved from https://www.washingtonpost.com/) Grice, H. P. (1975). Logic and conversation. 1975, 41–58. Isaacson, W. (2011). Steve jobs. Simon and Schuster. Lumen Learning. (2008). Business Communication Skills for Managers. Lumen. Retrieved from https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/ the-business-audience/ Patagonia. (2011). Patagonia’s environmental campaigns. (Retrieved from https://www.patagonia.com/stories/dont-buy-this-jacket/story-18615.html) 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. Sabo, A. (2024). Ikea names and the secret product naming system. OddFeed. Retrieved from https://oddfeed.net/ikea-names-secret-naming-system/ Staff, A. (2023). Ikea jerker mkii desk review. Audiofanzine. Retrieved from https://en.audiofanzine.com/studio-desk/ikea/Jerker/medias/pictures/ van Eemeren, F. H., Grootendorst, R., & Snoeck Henkemans, A. F. (2002). Argumentation:Analysis, Evaluation, Presentation. Lawrence Erlbaum Associates. Weick, K. E. (1990). The vulnerable system: An analysis of the tenerife air disaster. Journal of Management, 21, 571–593.