13 - Power, Leadership and Effective Communication

Question 1

Communication

Answer 1

Sending a message through a medium to a receiver who responds

Question 2

Sender

Answer 2

The person wanting to share information

Question 3

Message

Answer 3

The information being sent in a communication

Question 4

Receiver

Answer 4

The person for whom a message is intended

Question 5

Medium

Answer 5

The pathway by which a message travels

Question 6

Encoding

Answer 6

Translating a message into understandable symbols or language

Question 7

Decoding

Answer 7

Interpreting and trying to make sense of a message

Question 8

Feedback in communication

Answer 8

The process in which a receiver expresses his or her reaction to the sender’s message

Question 9

Noise

Answer 9

Any disturbance that interferes with the transmission

Question 10

Nonverbal communication

Answer 10

When non-verbal means such as physical movements

Question 11

Media richness

Answer 11

Indicates how well a particular medium conveys information and promotes learning. The ‘richer’ a medium is, the better it is at conveying information

Question 12

Semantic barriers

Answer 12

In communication, meanings can be disrupted by the use of unclear words and jargon e.g ‘The HRM wants the RFP (request for proposal) to go out asap

Question 13

Jargon

Answer 13

Terms related to a particular profession or group

Question 14

Stereotype

Answer 14

Oversimplified beliefs about a certain group of people

Question 15

Linguistic style

Answer 15

A person’a characteristic speaking patterns - pacing, pausing, directness, word choice and use of questions, jokes, stories, apologies and similar devices

Question 16

Formal communication channels

Answer 16

Follow the chain of command and are recognised as official

Question 17

Downwards communication

Answer 17

Flows from a higher level to a lower level (or levels)

Question 18

Upwards communication

Answer 18

Flows from a lower level to a higher level. Effective upward communication is dependant on an atmosphere of trust. No one will want to give bad news to a manager who is always negative and bad-tempered

Question 19

Horizontal communication

Answer 19

Flows within and between work units; its main purpose is co-ordination -> working for matrix structures. It can be impeded by 1) specialisation that makes people focus on their own jobs 2) rivalry preventing info sharing 3) lack of encouragement

Question 20

External communication

Answer 20

Flows between people inside and outside the organisation

Question 21

Informal communication channels

Answer 21

Develop outside the formal structure and do not follow the chain of command

Question 22

Grapevine

Answer 22

The unofficial communication system of the informal organisation

Question 23

Management by wandering around (MBWA)

Answer 23

Also known as management by walking around, this term is used to describe a manager literally wandering around his or her organisation and talking with people across all lines of authority

Question 24

Active listening

Answer 24

Requires full attention and processing of information