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Study Guide: Chapter 12 - Communication in Organizations

Key Focus Questions:

  1. What is organizational culture?
  2. How do rituals and routines express organizational values?
  3. How do today’s organizations differ from those of earlier eras?
  4. What are the advantages and disadvantages of personal relationships on the job?

Overview of Chapter:

  1. Identifying key features of organizational communication.
  2. Understanding the overall culture of an organization.
  3. Guidelines for effective communication in organizations.

Key Features of Organizational Communication:

  1. Structure: Defines the hierarchy and roles within an organization.
  2. Communication Networks:
    • Formal networks: Established channels of communication.
    • Informal networks: Unofficial, casual communication. Ex. Research on organizations tells us that the grapevine (INFORMAL CHANNELS OF COMMUNICATION) IS a reliable source of information.
  3. Links to External Environments: The organization's connection to outside influences, such as clients, partners, or the broader market.

Organizational Culture:

  • Organizational culture consists of the ways members of an organization:
    • Think
    • Act
    • Understand work
  • It is shared by members and reflects the organization's distinct identity. Ex. The way of thinking, acting, and viewing work shared by members of an organization that reflects the organization’s identity

Conveying Organizational Culture:

  1. Vocabularies:
    • Hierarchical language: Reflects rank and status within the organization. Ex. workers who use titles to address each other
    • Masculine language: May be prevalent in certain organizational cultures and emphasize competitiveness or assertiveness.
  2. Stories:
    • Corporate stories: Narratives that reinforce the organization’s values and culture. Ex. Stories that convey the values, legends, and history of an organization
    • Personal stories: Individuals’ accounts of their experiences in the organization.
    • Collegial stories: Narratives shared between colleagues that help members understand one another’s roles and perspectives.

Rites in Organizations:

  • Rites are formal activities that express and reinforce organizational culture. Examples include:
    1. Rites of Passage: Transitioning new members into the organization.
    2. Rites of Integration: Activities that foster bonding and unity.
    3. Enhancement Rites: Recognizing achievements and contributions. Ex. “In my sorority we recognize the sisters that make the dean’s list each semester by putting a mini-box of Godiva’s chocolates next to their dinner plates,” Amy says. “That way, everyone realizes who has done well academically.”
    4. Renewal Rites: Focus on updating and revitalizing the organization.
    5. Conflict Resolution Rites: Structured processes to resolve disputes.

Rituals in Organizations:

  • Rituals are routine and familiar practices that occur regularly within organizations:
    1. Personal Rituals: Individual habits that members perform at work.
    2. Social Rituals: Group activities that promote team bonding.
    3. Task Rituals: Routine tasks related to the completion of work.

Conveying Culture through Structures:

  • Roles: Define responsibilities within the organization.
  • Rules: Specify when, where, and how communication should occur.
  • Policies: Formal statements guiding behavior and decision-making.
  • Communication Networks: Can be formal (e.g., official channels) or informal (e.g., casual conversations). Ex. The connections that link members of organization together through formal and informal forms of interaction

Digital Media and Organizational Communication:

  • Digital media can:
    • Increase productivity and efficiency.
    • Enhance organizational flexibility.
    • Expand the range of contacts within and beyond the organization.
  • However, social media can also be a distraction, affecting focus and productivity.

Guidelines for Communicating in Organizations:

  1. Adapt to Diverse Needs: Tailor communication based on the individual, the situation, and the organization’s goals.
  2. Team Flexibility: Be prepared to move in and out of various teams as projects evolve.
  3. Manage Personal Relationships: Understand the impact of personal relationships on professional dynamics and ensure boundaries are respected.

Summary of Key Points:

  • Rites, rituals, and structures help define and reinforce the culture within organizations.
  • Organizational communication relies on both formal and informal networks.
  • Digital media plays a crucial role in modern organizations but requires careful management to avoid distractions.