13 - Power, Leadership and Effective Communication Flashcards
Communication
Sending a message through a medium to a receiver who responds
Sender
The person wanting to share information
Message
The information being sent in a communication
Receiver
The person for whom a message is intended
Medium
The pathway by which a message travels
Encoding
Translating a message into understandable symbols or language
Decoding
Interpreting and trying to make sense of a message
Feedback in communication
The process in which a receiver expresses his or her reaction to the sender’s message
Noise
Any disturbance that interferes with the transmission
Nonverbal communication
When non-verbal means such as physical movements
Media richness
Indicates how well a particular medium conveys information and promotes learning. The ‘richer’ a medium is, the better it is at conveying information
Semantic barriers
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
Jargon
Terms related to a particular profession or group
Stereotype
Oversimplified beliefs about a certain group of people
Linguistic style
A person’a characteristic speaking patterns - pacing, pausing, directness, word choice and use of questions, jokes, stories, apologies and similar devices
Formal communication channels
Follow the chain of command and are recognised as official
Downwards communication
Flows from a higher level to a lower level (or levels)
Upwards communication
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
Horizontal communication
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
External communication
Flows between people inside and outside the organisation
Informal communication channels
Develop outside the formal structure and do not follow the chain of command
Grapevine
The unofficial communication system of the informal organisation
Management by wandering around (MBWA)
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
Active listening
Requires full attention and processing of information
