14. Managing communication

Question 1

Communication

Answer 1

the transfer and understanding of meaning.

Question 2

Interpersonal Communication

Answer 2

communication between two or more people.

Question 3

Organizational Communication

Answer 3

all the patterns, networks, and systems of communications within an organization.

Question 4

Functions of Communication

Answer 4

• Control
• Motivation
• Emotional Expression
• Information

Question 5

Nonverbal communication types

Answer 5

• Body Language (gestures, facial configurations, and other body movements that convey meaning)
• Verbal intonation (an emphasis givento words or phrases that conveys meaning)

Question 6

Communication Barriers

Answer 6

• Filtering (the deliberate manipulation of information to make it appear more favorable to the receiver.)
• Information overload (occurs when information exceeds our processing capacity)
• Jargon (specialized terminology or technical language that members of a group use to communicate among themselves.)

Question 7

Overcoming the Barriers

Answer 7

• Use feedback
• Simplify Language
• Active listening

Question 8

Active listening behaviour

Answer 8

• Show empathy
• Show interest
• Exhibit affirmative head nods and appropiate facial expressions
• Ask questions
• Avoid distracting actions or gestures
• Paraphrase what’s been said
• Don’t interrupt

Question 9

Formal communication

Answer 9

communication that takes place within prescribed organizational work arrangements

Question 10

Informal communication

Answer 10

communication that is not defined by the organization’s structural hierarchy.

Question 11

Town hall meeting

Answer 11

informal public meetings where information can be relayed, issues can be discussed, or just is a way to bring employees together to celebrate accomplishments.

Question 12

Downward communication

Answer 12

communication that flows downward from a manager to employees.

Question 13

Upward communication

Answer 13

communication that flows upward from employees to managers.

Question 14

Lateral communication

Answer 14

communication that takes place among any employees on the same organizational level.

Question 15

Diagonal communication

Answer 15

communication that cuts across work areas and organizational levels.

Question 16

Communication Networks

Answer 16

the variety of patterns of vertical and horizontal flows of organizational communication.

Question 17

Grapevine

Answer 17

the informal organizational communication network.

Question 18

How to communicate effectively with customers

Answer 18

• Recognize the three components of the customer service delivery process:
  (The customer, The service organization, The service provider)
• Develop a strong service culture focused on the personalization of service to each customer. (Listen and respond to the customer, Provide access to needed service information)

Question 19

Ethical communication

Answer 19

communication that includes all relevant information, is true in every sense, and is not deceptive in any way.

Question 20

Nature and function of communication

Answer 20

• Communication is the transfer and understanding of meaning.
• Interpersonal communication is communication between two or more people.
• Organizational communication includes all the patterns, networks, and systems of communication within an organization.
• The functions of communication include controlling employee behavior, motivating employees, providing a release for emotional expression of feelings and fulfillment of social needs, and providing information.

Question 21

The three communication networks include:

Answer 21

• the chain, in which communication flows according to the formal chain of command.
• the wheel, in which communication flows between a clearly identifiable and strong leader and others in a work team.
• the all-channel, in which communication flows freely among all members of a work team.

Question 22

Describe how technology affects managerial communication and organizations.

Answer 22

• improves a manager’s ability to monitor performance.
• gives employees more complete information to make faster decisions.
• has provided employees more opportunities to collaborate and share information; and it has made it possible for people to be fully accessible, anytime anywhere.

Question 23

Discuss contemporary issues in communication.

Answer 23

• The two main challenges of managing communication in an Internet world are the legal and security issues and the lack of personal interaction.
• Organizations can manage knowledge by making it easy for employees to communicate and share their knowledge.
• Communicating with customers is an important managerial issue because it can significantly affect a customer’s satisfaction with the service and the likelihood of being a repeat customer.
• It’s important for organizations to get input from their employees.
• Finally, a company’s communication efforts need to be ethical.