REVIEWER IN AE CHAPTER 4 AND 5 How the message is received is influenced by

HUMAN BEHAVIOR IN ORGANIZATION the following factors:

Chapter 4: Communication 1. Clarity of the message
2. Alertness of the receiver
WHAT IS COMMUNICATION? 3. Complexity and length of the message
- Communication may be defined as the
transfer of information including feelings, and The Channel
ideas, from one person to another. The channel is the medium through which the
- The goal of communication is to have the message travels.
receiver understand the message as it was It consist of various types which are as follows:
intended. 1. Face-to-face
The Importance of Communication 2. Telephone and cell phones
 Without communication, organizations cannot 3. E-mail
exist. It isthrough communication that the 4. Written memos and letters
individual members of theorganization will 5. Posted notices
know important concerns such as: 6. Bulletins
1. What their organization is
2. What objectives their organization wants to The Receiver
achieve The person receiving a message is the receiver.
3. What their roles are in achieving the He must interpret (Decoding) and understand
organization’s objectives the message.
4. How they will achieve those objectives
5. Who the individual members of the The Feedback
organization are. Feedback refers to the process of
communicating how one feels about
The Communication Process something another person has done or said.
 Communication is a two-way process in which It is difficult to know whether the message was
a sender reaches a receiver with a message. received and understood without feedback. A
There are five components of an effective feedback provides a clue to the sender of
communication. They are the following: information whether the message he sent was
1. A communication source or sender received as intended.
2. A message
3. A channel The Noise
4. A receiver Noise refers to anything that disrupts
5. Feedback communication, including the attitude and
emotions of the receiver. Noise includes loud
The Sender music, the feeling about a sick relative, children
-A communication source or sender is a playing in the background, and many others.
person who makes the attempt to send a
message which could be spoken, written, in sign BASIC METHODS OF INTERPERSONAL
language, or nonverbal to another person or COMMUNICATION
group of persons.  People in organization transfer meaning
-The degree of attention the message will between and among each other using any or all
receive will of the three basic method which consist of the
depend on the perceived authority and following:
experience of a sender. * Verbal
* Written
The Message * Nonverbal communication
-The message is a purpose or an idea to be
conveyed in a communication event. The Verbal Communication
message is the actual physical product as a -Verbal communication is a major means of
result of encoding. sending messages. It includes one on one
=Thus, when speaking, the speech is the meetings, speeches, telephonic conversation,
message; when writing, the document is the departmental or interdepartmental meetings,
message; when making gestures, the presentation, and the like.
movements of the arms and expressions on -The delivery of verbal communication is
faces are the message. quick and it provides the opportunity for a quick
feedback. With feedbacks, early correction of Nonverbal : Body Language
errors is made possible. The use of nonverbal communications, or body
language, is also important. Body language
Verbal : Oral Communication includes such elements as touching, making arm
In oral communication, spoken words are used. and hand gestures, and keeping the proper
It includes face-to-face conversations, speech, distance between speakers.
telephonic conversation, video, radio,
television, voice over internet. Communication The Level of Communication
is influence by pitch, volume, speed and clarity
of speaking. Intrapersonal Communication
is communication that occurs in your own mind.
Advantages and Disadvantages of Verbal It is the basis of your feelings, biases, and
Communication beliefs.
Advantages Examples: are when you make any kind of
1. It brings quick feedback. decision – what to eat or wear. When you think
2. In a face-to-face conversation, by reading about something – what you want to do on the
facial expression and body language one can weekend or when you think about another
guess whether he/she should trust what’s being person.
said or not. Interpersonal Communication
Disadvantage is the communication between two people but
1. In face-to-face discussion, user/sender is can involve more in informal conversations.
unable to deeply think about what he is Examples: are when you are talking to your
delivering, so this can be counted as a fault. friends; a teacher and a student discussing an
assignment; a patient and a doctor discussing a
Written Communication treatment; a manager and a potential employee
In written communication, written signs or during an interview.
symbols are used to communicate. In written
communication message can be transmitted via Small group Communication
email, letter, report, memo etc. Written is communication within formal or informal
communication is the most common form of groups or teams. It is group interaction that
communication being used in business. results in decision making, problem solving and
discussion within an organization.
Advantages and Disadvantages of Written Examples: would be a group planning a surprise
Communication birthday party for someone; a team working
Advantages together on a project
1. Messages can be edited and revised.
2. Written communication provide record and One-to-group Communication
backup. involves a speaker who seeks to inform,
3. A written message enables receiver to fully persuade or motivate an audience.
understand it and Examples: are a teacher and a class of students;
send appropriate feedback. a preacher and a congregation; a speaker and
Disadvantage an assembly of people in the auditorium.
1. Written communication doesn’t bring instant
feedback. Mass Communication
2. It takes more time in composing a written is the electronic or print transmission of
message as compared to word-of-mouth and messages to the general public. Outlets called
number of people struggles for mass media include things like radio, television,
writing ability film, and printed materials designed to reach
Nonverbal Communication large audiences; a television commercial; a
Nonverbal communication is the sending or magazine article; hearing songs on the radio,
receiving of wordless messages. Such as books, newspapers, and billboards. The key is
gesture, body language, posture, tone of voice that you are reaching a large amount of people
or facial expressions, is called nonverbal without it being face to face. Feedback is
communication. generally delayed with mass communication.
Nonverbal communication is all about the body
language of speaker. Barriers to Communication
These barriers consists of the following:
1. Filtering Physical Separation
2. Information overload Refers to interferences to effective
3. Emotions communication occurring in the environment
4. Language where the communication is undertaken.
5. Communication apprehension These are actually physical barriers which
6. Absence of feedback include the
7. Physical separation following:
8. Lack of credibility of sender 1. Distances between people;
2. Walls;
Barriers to Communication 3. An office that is not conducive to
communication
Filtering 
Filtering refers to the manipulation of Lack of Credibility of the Sender
information so that is will be seen more Depending on the credibility of the sender,
favorably by the receiver. Telling what the messages can get through the channel to the
boss wants to hear is filtering. receiver. If the sender has low credibility, the
message, even if it gets through, will likely be
Information Overload ignored.
Information overload refers to the condition in This is a type of barrier that should be overcome
which information inflow exceeds an by leaders of organizations.
individual’s processing capacity. When this 1. What is communication? How important is it
happens, the person is no longer able to in the organization?
understand clearly whatever information is sent 2. Why is face-to-face communication the most
to him. effective?

Emotions HUMAN BEHAVIOR IN ORGANIZATION

The receiver’s feeling affect his ability to Chapter 5: Motivation
understand any message sent to him.
MOTIVATION
Language  -People behave differently and one of the
Words do not always mean the same thing to reasons is that they are motivated differently.
different people. This poses a barrier to Some are motivated by economic reasons, while
communication. some are motivated otherwise. But even those
The best thing to do when delivering a message who are motivated by money will differ in terms
is that the sender must use words that are of how much they want.
commonly used by the audience.  -Motivation may be defined as the process of
activating behavior, sustaining it, and directing
Communication Apprehension it toward a particular goal. Motivation moves
Refers to the undue tension and anxiety about people to act and accomplish.
oral communication, written communication, or  -In the workplace, motivation may be more
both. There are people who find it extremely specially defined as the set of internal and
difficult to talk with others face-to-face or even external forces that cause a worker or employee
carry a telephone conversation. to choose a course of action and engage in
certain behavior.
Absence of Feedback
-Feedback is an essential component of Key Elements of Motivation
effective Motivation consists of the following elements:
communication. When feedback is received by 1. Intensity
the sender, he can make some clarification if he 2. Direction
thinks the receiver did not clearly understand 3. Persistence
what the sender means.
-The absence of feedback does not provide Intensity
the sender the opportunity to correct refers to the level of effort provided by the
misimpressions about the message sent. employee in the attempt to achieve the goal
assigned to him. In simple terms, intensity
refers to how hard a person tries to do work.
Direction * New learning – which means that the
relates to what an individual chooses to do employee acquires new knowledge while doing
when he is confronted with a number of his work.
possible choices. * Unique experience – which means the job has
unique qualities or features, like the
Persistence opportunity to see the world.
is a dimension of motivation which measures * Control over resources – which means the
how long a person can maintain effort to a employee has some control over resources such
achieve the organization’s goals. A person who as money, material, or people.
scores low in persistence gives up prematurely. * Personal accountability – which means the
employee is responsible for his or her result. He
MOTIVATIONAL METHODS AND PROGRAMS accepts credit for doing a good job, and blame
It is normal for employers to want their for a poor job.
employees to do their best in the workplace.
For employers, the ideal situation is for Job Characteristics Model
employees to perform excellent work, and -This term refers to the method of job design
thus produce maximum output. To keep that focuses on the task and interpersonal
employee sufficiently motivated, some means demands of a job. This method emphasizes the
of motivation should be designed and interaction between the individual and the
implemented. specific attributes of the job.
-The job characteristics theory maintains that
Three motivational methods and programs are there are five core job characteristics of special
considered. importance to job design. When these job
They are as follows: characteristics are high, the job is said
1. Motivation through job design; to be enriched.
2. Motivation through recognition and pride
3. Motivation through financials incentives The three core job characteristics are defined
as follows:
Motivation through Job Design  Skill variety – the degrees to which there are
One way of motivating employees is to make many skills to perform.
their job challenging so that the worker who is  Task identity – the degree to which one
responsible for it enjoys doing it. This worker is able to do a complete job, from
management activity is called job design, when beginning to end, with tangible and possible
it is undertaken; some useful benefits will outcome.
accrue to the organization.  Task significance – the degree which a job has
Two concepts are important in designing jobs. a substantial impact on the lives or work of
1. Job enrichment other people.
2. Job characteristics model
Motivation through Recognition and Pride
Job Enrichment Recognition is a natural need and it is a strong
This term refers to the practice of building motivator. To make it an effective motivator,
motivating factors like responsibility, this simple step is necessary:
achievement and recognition into job content. * Recognize the behavior with an oral, written,
Job enrichment provides the worker with a or material reward.
more exciting job and it increases his job
satisfaction and motivation. For a better understanding and implementation
of reward and recognition programs, the
An enriched job has any or all of the following following points must be considered:
characteristics: 1. Feedback is an essential part of recognition
* Direct feedback – which means employees 2. Praise is one of the most powerful forms of
receive recognition
immediate evaluation of their work. 3. Identification of the type of rewards and
* Client relationships – which means an recognition that the workers will value
employee is given a 4. It is important to evaluate the effectiveness
chance to serve an external or internal client. of the reward and recognition program
Pride is also a motivator, but one that is 1. Cost rises along with the rewards
intrinsic. Workers who achieve outstanding 2. The system is complex
performance experience the emotion of pride. 3. The union may resist the incentive idea
The feeling satisfies the need for selfesteem and 4. There is delay in the payment of incentives
self-fulfillment. This provides managers with a
clue on what concrete actions could be done to Skill Based Pay
motivate workers. Also known as competency based or knowledge
based pay, this is a pay plan that sets pay level
Motivation through Financial Incentives on the basis of how many skills employees have
Financial incentives are powerful tools of or how many jobs they can do:
motivation. They are monetary rewards paid to Advantages:
employees because of the output they produce, 1. It provides strong motivation for employees
skill, knowledge, and competencies or a to develop their work-related skills
combination of these factors. 2. It reinforce an employee’s sense of self-
esteem
Financial incentives take the form of nay or a 3. It provides the organization with a highly
combination of thefollowing: flexible workforce that can fill in when someone
1. Payment by results is absent.
2. Performance and profit related pay Disadvantages:
3. Skill/competency based pay 1. Since most employees will voluntarily learn
4. Cafeteria or flexible benefits system higher-level jobs, the average hourly pay rate
will be greater than normal
Payment by Results 2. A substantial investment in employee training
This scheme links pay to the quantity of the must be made especially in the time spent
individual’s output. An example is the coaching by supervisors and peers
commission paid to a salesman for selling the 3. Not all employees like skill based pay because
company’s products. it places pressure on them to move up the skill
Advantages: ladder
1. The employee is motivated to put in extra 4. Some employees will qualify themselves for
effort because by doing so, he or she will skill areas that they will unlikely use, causing the
receive additional income organization to pay them higher rates than they
2. There is fairness because the level of reward deserve
is related to the level of output
Disadvantages: Cafeteria or Flexible Benefit System
1. Safety standards may be compromised. For This is a benefit plan that allows each employee
instance, the high rate of accidents involving to put together a benefit package individually
bus drivers who are paid commissions is tailored to his or her own needs and situation.
sufficient proof of the disadvantage of payment Advantages:
by results 1. It enables employees to choose options that
2. Workers may view payment by results as a best fit their own needs. Old workers, for
device to obtain greater effort from them instance, may choose health and life insurance,
without commensurate rewards. while the younger ones may choose
membership to social clubs.
Performance Related Pay 2. Deciding among the various options makes
This scheme considers results or output plus employees more aware of the benefits, giving
actual behavior in the job. Most often, rewards them a real sense of the value of the benefits
consists of a lump sum, or a bonus as a their employees provide.
percentage of basic salary, with quality of 3. Flexible benefit plans can lower
performance determining the magnitude of the compensation costs because employers no
percentage increase, or alternatively longer have to pay for unwanted benefits.
accelerated movement up a pay scale. 4. Employer and employees can save on taxes
Advantages: Motivation through Financial Incentives
1. It increases employee beliefs that reward will Disadvantages:
follow high performance 1. It creates an administrative burden
2. Those that perform better are rewarded 2. It can lead to the increased insurance
more premiums
Disadvantages: