Chapter 14 - communicating
downward
flow of info from higher to lower levels
upward
flow of info from lower to higher levels managing by wandering around (MBWA) ex) southwest airlines, CEO kelleher goes around greeting employees management must not hold a grudge if they receive negative info
types of communication:
formal (official), informal (gossip, rumors) grapevine: the social network of informal communications that provides ppl with info, helps solve problems. messages travel very quickly through the grapevine
movie 'office space'
got promoted to manager bc he was honest
horizontal
info shared among people from the same hierarchical level allows sharing of info, coordination, and problem solving among units helps solve conflicts provides social and emotional support to ppl
boundary less organization
no barrier to information flow, implies info available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts
communication
the process of transferring info, meaning, and understanding from sender to receiver using shared symbols
technology mediated communications
to enhance human limitations (audibility, visibility)
verbal & non verbal
verbal (written, spoken) non verbal (facial, eyes, kinesics, paralanguage, proxemics)
media richness
richest -> face to face - more personal, quick feedback degree to which a communication channel conveys info more rich: face-to-face conversation, videoconference, and phone call less rich: email, text, blog post, and memo
effective communication
sender intention = receiver intention
walls that separate rooms
separate different units and departments
global boundaries
separate domestic from global operations
floors and ceilings
separate organizational levels
external walls
separate the organization from external stakeholders
synchronous v asynchronous
synchronous: phone, videoconference Asynchronous: letters, email, fax, voicemail