Ch. 4 Flashcards
How does communication flow through organizations?
Communication flows in vertical and horizontal directions through formal communication networks. Informally, communication flows in all directions via the grapevine.
When an employee goes to talk to the boss, the employee is using vertical upward communication.
True
What are the four steps in the communication process?
- Sender encodes the message and selects the transmission channel.
- Sender transmits the message.
- Receiver decodes the message and decides whether feedback is needed.
- Feedback is transmitted as a response or new message.
Low-context cultures rely heavily on nonverbal communication and subtle situational cues.
False
What are the five steps in the message-sending process?
- Develop rapport
- State the communication objective
- Transmit the message
- Check understanding
- Get a commitment and follow up
A good way to check understanding is to just ask, “Do you have any questions?”
False
How do you get feedback effectively?
Be open to feedback, observe nonverbal cues, ask questions, and paraphrase.
Effective managers take time to listen to employee complaints and suggestions for change.
True
What are the three steps in the message-receiving process?
- Listen to the message
- Analyze the communication
- Check understanding by paraphrasing and observing nonverbal cues
Asking questions while listening is part of effective listening.
True
What are the five response styles?
- Advising – providing evaluation or direction
- Diverting – switching the message or subject
- Probing – asking for more information
- Reassuring – giving supportive statements
- Reflecting – paraphrasing the message
Reflecting responses should be used in the beginning stages of communication.
False
What are the four situational supervisory styles?
- Autocratic (S-A): High task, low relationship
- Consultative (S-C): High task, high relationship
- Participative (S-P): Low task, high relationship
- Laissez-faire (S-L): Low task, low relationship
What four variables should be considered when selecting a communication style?
- Time – Do you have enough time for two-way communication?
- Information – Do you have the necessary information?
- Acceptance – Will the message be accepted without input?
- Capability – Does the other party have the ability and motivation?
If you don’t have time, you use the laissez-faire communication style.
False
What should and should not be done to calm an emotional person?
• Don’t argue, return negative behavior, or belittle the person.
• Do use empathic listening and reflecting statements.
When dealing with an emotional person, it’s a good idea to determine if their feeling is right or wrong.
False
How can criticism be given and received effectively?
• Seek criticism without becoming defensive.
• Be specific and offer clear feedback on how to improve performance.
If others think we need to change but we don’t agree, it’s usually a perception problem, and we should change.
True
Refers to the way managers design their firms to achieve the organization’s mission and goals.
Organizational structure
The compounded interpersonal communications process across an organization.
Organizational communication
The flow of information both up and down the chain of command.
Vertical communication
The flow of information between colleagues and peers.
Horizontal communication
The informal vehicle through which messages flow throughout the organization.
Grapevine
Consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback.
Communication process
The sender’s process of putting the message into a form that the receiver will understand.
Encoding
The physical form of the encoded information.
Message
The receiver’s process of translating the message into a meaningful form.
Decoding
The process of having the receiver restate the message in his or her own words.
Paraphrasing
The process of verifying messages.
Feedback
Requires the expression of feelings through desired behavior.
Emotional labor
The ability to understand and relate to another’s situation and feelings.
Empathic listening
Paraphrasing feelings back to the person.
Reflecting statements
Upward vertical
Lower level to higher level
Downward vertical
Higher level to lower level
Low-context culture focus more on…
Verbal communication
High-context culture focus more on…
Nonverbal communication
Advising
providing evaluation or direction
Diverting
switching the message or subject
Probing
asking for more information
Reassuring
giving supportive statements
Reflecting
paraphrasing the message
Autocratic
This style focuses primarily on getting tasks done, with little concern for building relationships. (High task, low relationship)
Consultative
In this style, the leader balances task-oriented goals with the need to build strong relationships. (High task, high relationship)
Participative
emphasizes relationship-building and collaboration over task direction. (Low task, high relationship)
Laissez-faire
hands-off, with the leader offering minimal guidance or direction regarding both tasks and relationships. (Low task, low relationship)
