One of the single most important topics in OB is communication. In fact, one could argue that communication is the foundation upon which everything else rests. Having an understanding of perception, motivation, personality, team dynamic, etc. is essential for anyone working in an organization. However, knowing all the intricacies of the communication process, the pitfalls, and how to avoid them is crucial, because everything else depends on it.

There are eight distinct parts in this chapter all of which are important. However, three of the following stand out: communication channels; communication barriers; and how to improve interpersonal communication. Together these three parts form the nucleus of this chapter. In the part dealing with communication channels, all the forms of communication have been arranged into two (your text calls these communication channels: 1) verbal, and 2) nonverbal. Every year at least one smart student inevitably ask, “But isn’t electronic communication also nonverbal?” Well, um… for an answer, it’s probably best to stick to the definition that’s provided in the chapter. You’ll notice there is a lot written about computer-mediated communication. That’s because of its growing popularity and importance in organizations. It can also cause you a lot of grief if you aren’t careful with it.

Another major part of this chapter deals with explaining the barriers to effective communication. These constitute “noise” (see Exhibit 9.1) that interferes in the communication process. By knowing more about the common barriers, maybe you can learn to overcome or avoid them altogether. This naturally leads to the next part which provides excellent suggestions on how to improve your interpersonal communication skills. This is also where you’ll find details about the three components of the active listening process.