8/25/2008
1
INSTITUTE OF ACCOUNTING AND BUSINESS MANAGEMENT
ORGANIZATIONAL
BEHAVIOR
Luu Nhat Huy, MBA
Organizational Behavior –Luu Nhat Huy
2
“The quality of your life is the quality of your
communication. (with yourself as well as with
others).”
Anthony Robbins
8/25/2008
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Organizational Behavior –Luu Nhat Huy
WHAT IS COMMUNICATION?
Sender
(Encodes)
Receiver
(Decodes)
Medium
Feedback
Noise
Message Message
Organizational Behavior –Luu Nhat Huy
NON-VERBAL COMMUNICATION
Types of non-verbal communication
Kinesics (body languages)
Dressing, posture, body movement,…
Para-language (voice)
Tone, speed, loudness,…
Environment
Design, light, color,…
Chronemics
Usage and interpretation of time
Proxemics (communication distance)
Close (15-45cm), personal (45-120cm), social (1.2-
3.5m), public (over 3.5m)
Haptics (touch)
Handshake, kiss,…
Look at the examples
Hand gesture
Body, eyes movement
8/25/2008
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Organizational Behavior –Luu Nhat Huy
TYPES OF MEDIA
Oral communication
Pros: visual image, immediate
feedback,…
Cons: less preparation, weak evidence,
mem loss,…
Written communication
Pros: info intensity, evidence,…
Cons: long documents, time for reading,
non-verbal factors,…
Electronic communication
Pros: fast, mass, cheap,…
Cons: risk of wrong rcpt, virtual
emotions,…
Mix communication
Organizational Behavior –Luu Nhat Huy
HOW WE PERCEIVE THINGS?
Theo khuôn
mẫu
(stereotyping)
Có chọn lọc
(selective)
Giả định
tương tự
(projection)
Theo kỳ vọng
(expectation)
Theo sở thích
(interests)
Ex: stereotyping
8/25/2008
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Organizational Behavior –Luu Nhat Huy
Body
language
55%
Tone of
voice
38%
Words
7%
WHY COMMUNICATION FAILS?
Information overload
Amount, complexity, speed, difficulty
Lack of trust or credibility
Broken trust
Questioning knowledge base
Lack of time
Presenter/audience are too hurry
Filtering
Favorable info, not true info
Emotions
Less non-verbal communication
Organizational Behavior –Luu Nhat Huy
WHY COMMUNICATION FAILS?
Most frequently and ugly habit
WHEN YOU ARE
NOT LISTENING
8/25/2008
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Organizational Behavior –Luu Nhat Huy
CONVEYING MESSAGES
Styles of communications
Aggressive: blaming,
dominating, being pushy…
Passive: avoiding, whisper,
crying, “yes, yes”…
Assertive: firm about yr
needs & insist on others’
needs
Organizational Behavior –Luu Nhat Huy
IBS
cour
se –
Luu
Nhat
Huy
CONVEYING MESSAGES
Assertive
communication
Fairness
Honesty
Tact/sensitivity
Directness
= speak up your rights
and take into account the
rights and feelings of
others