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MOB Midterm II > Ch. 17: Managing Communication > Flashcards

Ch. 17: Managing Communication Flashcards

1
Q

What are the 5 steps in the model of communication?

A
  1. encode
  2. message
  3. channel
  4. decode
  5. feedback
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2
Q

open communication

A

sharing all types of info throughout the organization across functional and hierarchical boundaries

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3
Q

centralized network

A

team members must commit through one individual to solve problems or make decisions

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4
Q

decentralized network

A

individuals can communicate freely with other team members

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5
Q

channel richness

A

the amount of info that can be transmitted during a communication episode

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6
Q

What are the 3 characteristics that affect channel richness?

A
  1. the ability to handle multiple cues simultaneously
  2. the ability to facilitate rapid, two-way feedback
  3. the ability to establish a personal focus for the communication
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7
Q

What are the 4 steps in the art of persuasion?

A
  1. establish credibility based on knowledge and skills
  2. build goals on common ground (share benefits employees will experience with the new policy)
  3. connect emotionally
  4. use multiple media to send important messages
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8
Q

communication apprehension

A

an individual’s level of fear or anxiety associated with either real or anticipated communication

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9
Q

What are 4 concepts in communicating with candor?

A
  1. be frank and straightforward about what you want
  2. use “I” statements
  3. stick to facts rather than judgments
  4. create an environment where people feel free to open up
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10
Q

What are 3 benefits experienced by asking questions?

A
  1. builds trust and openness between managers and employees
  2. builds critical thinking skills
  3. stimulate the mind and give people a chance to make a difference
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11
Q

nonverbal communication

A

messages sent through human actions and behavior rather than through words

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12
Q

What are 3 siroccos of communication cues during face-to-face communication?

A
  1. verbal: actual words spoken
  2. vocal: pitch, tone, and timbre of a person’s voice
  3. facial expressions
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13
Q

What are the 3 flows of communication?

A
  1. downward
  2. upward
  3. horizontal
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14
Q

formal communication channels

A

those that flow within the chain of command or task responsibility define by the organization

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15
Q

downward communication

A

the messages and information sent from top management to subordinates in a downward direction

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16
Q

What are the 5 topics downward communication encompasses?

A
  1. goals and strategies
  2. job instructions and rationale
  3. procedures and practices
  4. performance feedback
  5. indoctrination: designed to motivate employees to adopt the company’s mission and cultural values and to participate in special ceremonies
17
Q

What are 5 types of information communicated upward?

A
  1. problems and exceptions
  2. suggestions for improvement
  3. performance reports
  4. grievances and disputes
  5. financial and accounting information
18
Q

upward communication

A

messages that flow from the lower to the higher levels of the organization’s hierarchy

19
Q

horizontal communication

A

the lateral or diagonal exchange of messages among peers or coworkers within or across departments

20
Q

What are 3 types of categories addressed in horizontal communication?

A
  1. intradepartmental problem solving: among members of the same dept. and concern tasks
  2. interdepartmental coordination: facilitate joint projects or tasks
  3. change initiatives and improvements: share info among teams and departments that can help the org. change, grow and improve
21
Q

personal communication channels

A

exist outside the formally authorized channels

22
Q

personal networking

A

the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries

23
Q

What are 3 benefits of utilizing communication through the grapevine?

A
  1. provides and efficient channel to communicate info because it will move more rapidly than through a formal channel
  2. early waning system
  3. gives marginalized employees an opportunity to have a voice within the organization
24
Q

grapevine

A

an informal, person-to-person communication network that is not officially sanctioned by the organization

25
Q

What are 4 tips to consider for written communication?

A
  1. respect the reader: time is valuable
  2. know your point and get to it
  3. write clearly rather than impressively
  4. get a second opinion
26
Q

social media

A

a group of Internet-based applications that allow the creation and exchange of user-generated content

27
Q

What are 3 uses of social media?

A
  1. listening to customers
  2. communicating to customers quickly
  3. connecting employees
28
Q

What are 4 steps to take when writing crisis communication?

A
  1. stay calm, listen hard
  2. be visible
  3. get the awful truth out
  4. communicate a vision for the future

MOB Midterm II (8 decks)

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