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CHAPTER 4
Information and
communication in
organisations
ORGANISATIONAL
ORGANISATIONAL BEHAVIOUR
BEHAVIOUR
Learning Outcomes
Learning Outcomes
Information in organisations
Perception
Perceptual
Continuity Closure
grouping
Proximity Similarity
The setting
Contrast • The tendency to perceive stimuli that differ from
effect
expectations as being more different than they really are
National • The norms, behaviours, beliefs and customs existing in the
culture population of a sovereign nation.
The perceiver
Making sense
• A process
o Requires cue or signals from the environment (CHANGE)
SENSE- NEW
CUE ACTION
MAKING INFO
o If cues are present and they don’t trigger sensemaking, individuals and
organisations may continue as usual despite the existence of cues
suggesting otherwise.
Copyright ©2018 McGraw-Hill Education Chapter 4- 12
ORGANISATIONAL BEHAVIOUR
Interpersonal communication
Figure 4.5
Communication
Competence
Affects Upward
Mobility
Verbal communication
Oral: Written:
o Presentations o Letters
(mostly one-way)
o Emails
o Group
discussions o Meeting minutes
(mostly two-way) o Manuals
o Face-to face o Reports
conversations
(mostly two-way)
Non-verbal communication
• Touch
• Facial expressions
• Eye contact
Active Listening
• Describe the situation. Express your feelings and the impact the
other’s behaviour has on you.
Application of interpersonal
communication
• SAYING NO:
o Don’t start to apologise.
o Keep it brief and simple
o Be clear that you refuse the request
o Use appropriate non-verbal behaviour
o Make use of the ‘broken record’
technique
The grapevine
• Grapevine:
o Unofficial communication system of the informal
organisation
• Pattern:
Liaison individuals
vs.
Organisational moles
Copyright ©2018 McGraw-Hill Education Chapter 4- 23
ORGANISATIONAL BEHAVIOUR
Figure 4.9
A Contingency
Model for
Selecting
Communication
Media