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