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15.1 What do I need to know about the communication process to be an
effective communicator?
All kinds of communications tools are available to managers, ranging from one–
to-one face-to-face conversation all the way to use of the mass media. However,
15.2 How can I use the different channels and patterns of communication to my
advantage?
Both formal and informal communication channels are utilized in the workplace.
Formal communication channels follow the chain of command and are
15.3 What are the important barriers I need to be aware of, so I can improve my
communication skills?
There are three important barriers to communication. Physical barriers are
exemplified by walls, background noise, and time-zone differences. Semantics is
the study of the meaning of words. Jargon, terminology specific to a particular
15.4 How do contemporary managers use information technology to
communicate more effectively?
CHALLENGE: MAJOR QUESTIONS
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Digital communication has altered traditional links between work, place, and time,
as seen in videoconferencing (teleconferencing) and telepresence technology
15.5 How can I be a better listener, reader, writer, and speaker?
First, to become a good listener, you should concentrate on the content of the
message, not delivery; ask questions and summarize the speaker’s remarks;
listen for ideas; resist distractions and show interest; and give the speaker a fair
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1. To what extent is Hootsuite’s use of social media consistent with
recommendations about matching the richness of media to the situation at hand?
Hootsuite’s use of social media is consistent with recommendations about
matching media richness. For example, it used social media for HR practices
2. How does Hootsuite’s use of social media tend to eliminate barriers to
communication? Explain.
Hootsuite’s use of social media tends to eliminate physical barriers to
communication. Culture is one of Humphrey’s top priorities, and Hootsuite’s
social media efforts are part of a larger commitment to transparency. This
3. Which of the downsides to social media are occurring at Hootsuite? Explain.
Productivity may drop if employees are using social media for personal reasons
during company time. Humphrey is a realist about the fact that it’s not possible
4. What are the primary benefits of social media at Hootsuite?
Some of the primary benefits of social media at Hootsuite include the ability to
MANAGEMENT IN ACTION: Hootsuite Uses Social Media to Manage Aspects
of the Human Resources Function
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5. What does this case teach you about the use of social media in today’s
organizations? Explain.
The use of social media in today’s organizations is both a tool and a risk. As the
case mentions, employees are empowered to speak their minds and provide
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.
Should Professors’ Tweets Be Part of Their Academic Freedom to Comment on
Controversial Topics?
Two professors experienced negative consequences because of the content of their
tweets. Professor Steven Salaita, professor of indigenous studies, “wrote dozens of
inflammatory tweets condemning Israeli Prime Minister Benjamin Netanyahu and
What do you think should be done with professors who tweet on controversial
issues?
1. While these two professors may have shown bad judgment, they should not be
severely punished. Academic freedom allows professors to comment on
2. They both got what they deserved. Academic freedom doesn’t allow people to
make outlandish comments. Professors, like any professional employees,
LEGAL/ETHICAL CHALLENGE
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3. If the tweets were made on personal devices, then the professors should not be
penalized. Instead, sanctions should be applied if the tweets were made on
4. Invent other options.
Students can be creative here. Is there a way to connect any of these
statements to some sort of protected form of speech? How about right to work
Chapter 15 – Interpersonal & Organizational Communication: Mastering the Exchange of Information
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Group Exercise #1: Practicing Nonverbal Communication with a Twist on
Charades
Objective
1. To examine the difficulty in using nonverbal communication during the
communication process.
Introduction
The overall purpose of this exercise is to examine the difficulty in using nonverbal
communication. This exercise involves a fun way in which to examine nonverbal
Instructions
This is a game of charades – the classic party game where teammates guess a topic
from nonverbal clues. Only this game has a twist, the guessers can’t use verbal
communication either. You run this exercise using one group as a demonstration in
front of the entire class or you can break the class into subgroups. You can conduct
two rounds of the exercise if time permits.
1. Break students into groups of 6. One teammate is the clue giver, one is the
2. Distribute the following set of topics to each group. The clue giver chooses one
topic and shares his or her associated clue with the observer.
• Musical Groups
3. Guessing begins. Give each group ten minutes to guess the correct title, word,
name, etc. You can conduct a second round of the game if time permits.
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4. After the game, reconvene as a class.
Questions for Discussion
1. Did any group get their team mates to guess the correct answer?
Role Descriptions
Clue Giver: Pick one of the seven topic areas you want to use in the exercise and tell
your group of guessers so they know what to look for. Next, select a specific title, word,
name, etc. for that topic area and inform the observer of your choice. For example:
communicate nonverbally.
Observer: Your role has three parts: 1) police the guessing sessions – watch for any
communication which breaks the rules. 2) Ask the clue giver to tell you his or her clue.
3) Collect written guesses and determine if they are accurate. 4) Constantly observe
the guessing session and record your observations for class discussion.
Chapter 15 – Interpersonal & Organizational Communication: Mastering the Exchange of Information
Group Exercise #2: Observing Group Communication
Objectives
• To observe the communication process within a group, identifying strengths and
Introduction
You can learn a great deal about your communication style by receiving feedback from
Instructions
The fishbowl technique has been used for many years as a vehicle for providing
feedback to individuals or groups. The class should first divide into groups of five or six
people. Next, these subgroups are formed into teams comprised of two groups of five
or six people. Once the groups/teams are formed, one group is selected to be the
Once all of the groups have had a chance to observe and discuss, all of the two
groups/teams should share their observations with one another. The feedback you
receive from the group can be used or discarded by you. It is often hard to hear that we
are different from how we think we are in terms of how others see and hear us, but this
is an opportunity to learn both.
Topics for Discussion
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1. Voters should be required to show state-issued IDs before they are allowed to
vote.
Observation Guidelines
Use the form shown below to take notes on how the center group communicates. Use
the following guidelines.
• What barriers to communication do you see in this group?
• What types of communication styles do you see?
o Was anyone assertive, aggressive, passive-defensive, or disengaged?
• How well does this group communicate nonverbally?
o Do any group members look away from the speaker?
Questions for Discussion
1. Were you surprised at some of your behavior that your classmates noted?
Explain.
2. Based on the feedback from your classmates, what are some things you can do
to work on your communication style?
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Group One: Communication Styles Noted:
Student Name:
Student Name:
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E-mail Etiquette
Teaching Objective: Emphasize that business e-mail is a somewhat formal
communication method, and messages reflect the professionalism of the sender.
Provide tips for sending effective e-mail.
Summary: E-mail’s ease and efficiency can enhance workplace communication. E–
Questions:
1. When is e-mail a good choice for business communication? Why?
Answer: Since e-mail is a somewhat lean medium, it is best for routine
2. Which barriers can inhibit e-mail communication? How?
Answer: With e-mail, it is possible that communication will inhibited by several
barriers:
• Encoding barrier – if the sender doesn’t know how to express an idea.
3. Why should an employee consider business e-mail a somewhat formal type of
communication, no matter who the recipient may be?
Answer: Workplace communication, especially written, reflects a person’s
Additional videos directly related to the textbook can be found in the Connect
Instructor’s Manual.
VIDEO CASE
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Students may complete the “Listening Skills: Yeah, Whatever” Manager’s Hot Seat
exercises in Connect for this chapter.
I. Introduction
Organizational Behavior and Management instructors will find this scenario
II. Learning Objectives
1. To assess students’ understanding of the communication process.
III. Scenario Description:
Overview: Pilar Grimault has scheduled a meeting with her department’s young
Creative Director, Miguel Valentino. He has recently completed a campaign for a
longstanding client, Jezebel. Although the campaign was a huge success, the
client has complained to Pilar about Miguel’s project management skills.
Profile:
• Pilar Grimault is the Senior Account Manager at Midnight Visions, a
References: The references included in the DVD are:
• The Communication Process (PPT 13-3)
MANAGER’S HOT SEAT
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Back History: At Midnight, account managers oversee four to six accounts at
any given time. Some of Miguel’s current accounts are Jezebel, Antonioni, and
HotSpot. This is the first time Miguel has had three high-profile accounts at the
same time – a result of shifting schedules and production slow downs.
Pilar has a lot of confidence in Miguel, but because he’s had less experience
Scene Set-up: Pilar and Miguel meet to discuss the Jezebel account.
Scene Location: Pilar’s Office
The Meeting – Summary: Miguel enters Pilar’s office on cloud nine because of
the great work he did for Jezebel. Pilar congratulates him but has to bring up the
Three weeks later – Miguel is shocked that Jezebel has asked him to be
Afterthoughts – Summary: Pilar feels the first meeting was a failure because
Miguel’s body language indicated that he was distracted and not listening to her.
Dossier: The specific artifacts included in the DVD are:
1. Memo from Jezebel to Grimault
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IV. Discussion Questions:
The References and related Discussion Questions may be found in PowerPoint slides
13-1 to 13-10.
1. During their initial meeting, what “noise” was present that hindered Miguel and
Pilar’s ability to communicate successfully? Refer to PPT 13–3.
Miguel was so excited about the end result of his project that he could not focus
1. Miguel’s response [to Jezebel’s concern about the budget] is:
A. Appropriate
B. Missing the point
C. Disrespectful
2. The trouble spot is:
A. Miguel’s distracted
B. Pilar’s too passive
C. A misunderstanding
Learning Objective #2: To analyze and evaluate the components of active listening in a
novel scenario.
1. What components of active listening did Miguel demonstrate (or fail to)? Refer to
PPT 13-5.
Miguel failed to exhibit any of the components of active listening as indicated by
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2. Use the Information Processing slide (PPT 13–6) to explain Miguel’s behavior in
the first meeting.
3. What could Pilar have done to get Miguel’s full attention in the initial meeting?
Students should discuss possible alternative approaches. Examples include…
3. Miguel is not cooperating. Pilar should:
A. Be forceful
B. Reiterate problem
C. Fire him
4. The [initial] meeting has been:
A. A success
B. A failure
C. A bit productive
Chapter 15 – Interpersonal & Organizational Communication: Mastering the Exchange of Information
4. How did Miguel’s behavior change in the second meeting? What indicators were
there that he was listening?
Miguel’s body language indicated that he was very concerned about losing the
5. Why is this [second] meeting different?
A. Pilar’s aggressive
B. Miguel’s afraid
C. Better communication
6. Miguel’s behavior:
A. Remains poor
B. Improved
C. Is motivated
5. What communication network (PPT 13-10) was present in this scenario? Use
examples from the scenario to support your answer.
Students’ answers will vary because it is not entirely clear from the scenario. However,