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Canada (161,966)
MGHB02H3 (269)
Anna Nagy (23)
Chapter 10

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Management (MGH)
Anna Nagy

MGTB27 Chapter 10: Communication Communications: information exchange between sender and receiver  Thinking  encoding  transmitting  perceiving  decoding  understanding  Provide feedback  Effective communication: right people receive the right information in a timely manner Communication by Strict Chain of Command  Chain of command: lines of authority and formal reporting  Downward communications: info flows from top to bottom in the organization  Upward communications: info flows from bottom to top  Horizontal communications: flows between departments or functional units  coordinating effort Deficiencies:  Informal communication o Unsavoury, inaccurate rumours  Filtering o Message watered down or stopped during transmission o Open door policy: employees communicate directly with a manager without going through the chain of command  Slowness Manager-Employee Communication Differ in perceptions:  Allocation of time  Skills and abilities  Learning of a job  Performance and obstacles to good  Importance of pay performance  Authority  Leadership style Barriers:  Conflicting role demand o Task and social emotional functions  Mum effect o Avoid communicating unfavourable news to others o Sender is responsible for bad news o Strong aspiration employees for upward mobility  harder to communicate with boss o Impress boss to achieve a promotion to withhold bad news Grapevine  Organization’s informal communication network  Through word of mouth, written notes, emails, fax  Several grapevine system, loosely coordinated  Personal gossip  75% of non-controversial organization related information carried by grapevine is correct  Personal info and emotionally charged info are mostly likely distorted MGTB27 Participants:  Extravert more likely to pass on info than introverts  Lack self esteem pass info to give personal advantages  Physical location Pros and Cons of the Grapevine  Test of employer actions to proposed changes without making formal commitments  Constant pipeline for rumours  Rumours: unverified belief that is in general circulation  Spread faster when o Information as accurate o Rumours seem creditable o Recipient is anxious The Verbal Language of Work  Circumstances shape our language  Jargon: used by job holders or m embers of particular occupations or organizations o Barrier to communicating with others o Presents to outside of the organization or profession The Non-Verbal Language of Work  Non-verbal communication: the transmission of messages by some medium other than speech or writing  Body language o Bodily motions, facial expressions, physical location o Favourable body language  Physically close to each other  Touch during interaction  Eyecontact  Lean forward  Direct the torso toward receiver o Relaxation  Casual, asymmetrical placement of arms and legs  Seating position  Fidgeting and nervous activity  Props, Artifacts, Costumes o Office Décor and Arrangement  Indication of welcoming and comfortable  Tidy, plants, desk against wall  Neatness – cue for conscientiousness and distinctive décor for openness o Clothing  Competence, seriousness, promotability MGTB27 Gender Differences in Communications  Childhood differences persist in the workplace, influence who gets recognized a
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