ORGANIZATIONAL BEHAVIOR

NUZUL FARISYA AHMAD FADZIL

YANG IDURA MOHD YUSOF
BM770/2P
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ORGANIZATIONAL
COMMUNICATION
Communication - Definition
The sharing of information between two or
more individuals or groups to reach a
common understanding
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Importance of Good
Communication
Increased efficiency in new technologies and skills
Learning, Implementing, Training
Expands workers skills
Improved quality of products and services
Subordinates communicate problems and solutions for
increasing quality to superiors

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Importance of Good
Communication
Increased responsiveness to customers
Empowered workers lower response time to satisfy
customer wants and needs
More innovation through communication
Cross-functional teams communicating effectively
produce higher quality products more efficiently

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The Communication Process
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Communication Issues
Verbal Communication
The encoding of messages into words, either
written or spoken
Nonverbal
The encoding of messages by means of facial
expressions, body language, and styles of dress
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Nonverbal Communication
Nonverbal Communication - all elements of
communication that do not involve words
Four basic types
Proxemics - an individuals perception & use of
space
Kinesics - study of body movements, including
posture
Facial & Eye Behavior - movements that add
cues for the receiver
Paralanguage - variations in speech, such as
pitch, loudness, tempo, tone, duration, laughing,
& crying

Barriers to Communication
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Communication
Barriers -
factors that block
or significantly
distort successful
communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
The Dangers of Ineffective
Communication
Managers and their subordinates can become effective
communicators by:
Selecting an appropriate medium for each
messagethere is no one best medium.
Considering information richness (the amount of
information a medium can carry).
A medium with high richness can carry much
more information to aid understanding.
Is there a need for a paper path or electronic trail to
provide documentation of the communication?

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Communication Networks
Communication Networks
The pathways along which information flows in
groups and teams and throughout the
organization.
Choice of communication network depends on:
The nature of the groups tasks
The extent to which group members need to
communicate with each other to achieve group
goals.

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Communication Networks
Pathways
Vertical
Manager to upper level managers
Manager to subordinates (direct reports)
Lateral
Manager to other managers

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Communication Networks
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Communication
Network
Formal Informal
Organization Communication
Networks
Organization Chart
A pictorial representation of formal reporting channels
in an organization.
Communication in an organization flows through
formal and informal pathways
Vertical communications flow up and down the
corporate hierarchy.
Horizontal communications flow between employees
of the same level.
Informal communications can span levels and
departmentsthe grapevine is an informal network
carrying unofficial information throughout the firm.

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Formal and Informal Communication
Networks in An Organization
Formal communication network
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Communication
Networks in
Groups and
Teams
Communication Networks in
Groups and Teams
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Type of Network
Wheel Network Information flows to and from one central
member.
Chain Network Members communicate only with the people next
to them in the sequence.
Wheel and chain networks provide little interaction.
Circle Network Members communicate with others close to them
in terms of expertise, experience, and location.
All-Channel
Network
Networks found in teams with high levels of
communications between each member and all
others.

Information Richness of
Communication Media
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Collaborative Work Environment
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New Technologies for Communication
Informational databases
Electronic mail systems
Voice mail systems
Fax machine systems
Cellular phone systems

Technological Advances in
Communication
Internet
Global system of computer networks used by many
firms use it to communicate with their suppliers.
World Wide Web (WWW)
Provides multimedia access to the Internet.
Intranets
A company-wide system of computer networks for
information sharing by employees inside the firm.

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How Do New Technologies
Affect Behavior?
Fast, immediate access to information
Immediate access to people in power
Instant information exchange across distance
Makes schedules & office hours irrelevant
May equalize group power
May equalize group participation

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Communication can become more impersonal -
interaction with a machine
Interpersonal skills may diminish -less tact, less
graciousness
Non-verbal cues lacking
Alters social context
Easy to become overwhelmed with information
Encourages polyphasic activity

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Defensive Communication
Defensive Communication - communication that can be
aggressive, attacking & angry, or passive & withdrawing
Leads to
injured feelings
communication breakdowns
alienation
retaliatory behaviors
nonproductive efforts
problem solving failures

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Non-defensive Communication
Non-defensive Communication - communication that is
assertive, direct, & powerful
Provides
basis for defense when attacked
restores order, balance, and effectiveness

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Two Defensiveness Patterns
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Defensive Tactics
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Defensive Tactic Speaker Example
Power Play Boss Finish this report by months end or
lose your promotion.
Put-Down Boss A capable manager would already be
done with this report.
Labeling Boss You must be a slow learner. Your report
is still not done?
Raising Doubts Boss How can I trust you, Chris, if you cant
finish an easy report?
Defensive Tactics
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Defensive Tactic Speaker Example
Misleading
Information
Employee Morgan has not gone over with me
the information I need for the report.
[Morgan left Chris with a copy of the
report.]
Scapegoating Employee Morgan did not give me input until
just today.
Hostile Jokes Employee You cant be serious! The report isnt
that important.
Deception Employee I gave it to the secretary. Did she lose
it?
Tips for Effective Communication
COLLABORATION
Collaboration software serves the purpose of content and
document sharing among the local or remote co-workers,
decision makers, and teams. Collaboration is a technology that
enables team members or co-workers to work together on
tasks, projects, and documents. It also streamlines
information access, manage content, and optimize your web
presence.

Unified Communication together with Collaboration solution
unites people, information, and context and improves
efficiencies in a way that best meets your business needs.

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PORTFOLIO
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Thank You
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