Ch. 11

Question 1

Communication Process

Sender

Answer 1

(aka = encoder)

originator of a communication, who encodes & transmits a message

Question 2

Communication Process

receiver

Answer 2

(aka = decoder)

recipient of a communication who decodes the message

Question 3

Communication Process

encoding

Answer 3

process of preparing a message for transmission by putting it into some form or code

Question 4

Communication Process

channel

Answer 4

the vehicle through which a message flows from sender to receiver

Question 5

Communication Process

decoding

Answer 5

process of translating a message so that it can be understood

Question 6

Communication Process

feedback

Answer 6

acknowledgement that a message has been received and understood

Question 7

Communication Process

noise

Answer 7

physical & psychological distractions that disrupt the effective flow of communication

Question 8

sender or source factor

Answer 8

characteristics of the sender that influence the effectiveness of the flow of a communication

Question 9

research findings regarding the amt. of organizational communication

Answer 9

suggests “active listening” - where the decoder asks clarifying questions, repeats the encoder’s words, & provides feedback - has positive effects on the effectiveness of the communication flow, in terms of greater comprehension & mutual understanding, & greater participant satisfaction

Question 10

jargon

Answer 10

Special language developed in connection with certain jobs; also called technical language. Jargon is typically filled with abbreviated words, acronyms, special vocabularies, and slang

Question 11

communication network

Answer 11

systematic lines of communication among various senders & receivers

Question 12

communication network

Centeralized

Answer 12

Communication networks in which the flow of communication is directed through specific members

The chain
The Y
The wheel
       -Higher-status member
       - lower -level members

Question 13

communication network

Decentralized

Answer 13

Communication networks in which messages can originate at any point and need not be directed through specific group members

The circle
All-channel or comcon network
- Communication is rapid with maximum opportunity for feedback

Question 14

Upward Communication

Answer 14

Messages flowing upward in an organizational hierarchy, usually taking the form of feedback

Question 15

Factors limiting
Upward Communication

Limitations

Answer 15

Feedback about problems or difficulties in operations may be restricted because lower-level workers fear that the negative information might reflect poorly on their abilities, because managers neglect to ask for it, or because subordinates believe that management will not really listen to their suggestions and concerns.

Question 16

Limitations

filtering

Answer 16

the selective presentation of the content of a communication - can affect upward communication (as well as downward and lateral communication) because management may fear the impact of the complete message on workers.

Question 17

Limitations

Exaggeration

Answer 17

the distortion of information by elaborating/overestimating/minimizing parts of the message - can affect upward communication (as well as downward and lateral communication) because workers might present a problem as a crisis to get managers to react and make some quick decisions

Question 18

nonverbal communication

Answer 18

messages sent & received through means other than the spoken or written word

• Senders use nonverbal communication as substitutes for verbal communication; to enhance verbal messages; to convey underlying feelings