ch 8 communication Flashcards
communication
how we coordinate actions and achieve goals
a process by which info is exchanged btw individuals through a common system of symbols, signs, or behavior
three main functions of communication
coordination, transmission of info, and sharing of emotions and feelings
sender
a boss, coworker, or customer originates the message with a though
medium
is which form the message is delivered in - spoken words, written words, signs
receiver
the person who receives the message
noise
anything that interferes with or distorts the message being transformed
barriers to communication
filtering
selective perception
info overload
emotional disconnects
lack of source familiarity or credibility
workplace gossip
semantics
filtering
the distortion or withholding of info to manage a person’s reactions
selective perception
filtering what we see and hear to suit our own needs
info overload
when the info processing demands on an individual’s time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing
emotional disconnects
effective communication requires a sender and receiver to be open to speaking and listening
grapevine
informal gossip network
semantics
words can mean different things to different people, or they might not mean anything to another person
five rules for active listening
- listen for message content
- listen for feelings
- respond to feelings
- note all cues
- paraphrase and restate
verbal communication
medium = oral
talking in person or over the phone
benefits: speed, feedback, exchange
storytelling
helps construct common meanings for individuals within the organization
can help clarify key values and also help demonstrate how certain tasks are performed within an organization
crucial conversation
discussion in which not only are the stakes high, but also the options vary and emotions run strong
written communication
printed messages
non verbal communication
body language
eye contact
facial expressions
posture
touch
space
communication channels
info richness of info channels (high to low)
face-to-face convo
videoconference
telephone convo
e-mails
handheld devices
blogs
written letters and memos
formal written documents
spreadsheets
public relations
create external communications about a client’s product, service, or practices for specific receivers
external communications
press releases
ads
web pages
customer communications`
downward communication
from one level to a lower level
- one way
- feedback is rare
upward communication
flows to a higher level
- provides feedback, progress, and share problems with higher-ups
lateral (horizontal) communciation
amongst members of the same work group or level
- saves time and increases coordination
cultural barriers to communication
semantics
connotations
tone differences
tolerance for conflicts and methods of resolving conflicts
