ch.10 Communication

Question 1

communication def

Answer 1

the process by which info is exchanged between sender/receiver

Question 2

communication

Answer 2

• the sender must encode his/her thoughts into some form that can be transmitted to the receiver.
• the receiver must perceive the message and accurately decode it to achieve understanding
• effective when the right people have the right info in a timely manner

Question 3

Communication by strict chain of commands

Answer 3

• lines on an organizational chart represents lines of authority/reporting relationships
• in theory communication can stick to this strict chain of command
• 3 necessary forms of communication w/ this system :
• downward
  -upward
  -horizontal

Question 4

chain of commands def

Answer 4

lines of authority and formal reporting relationships

Question 5

deficiencies in the chain of commands

Answer 5

• the formal chain of commands is incomplete and sometimes ineffective path of communication
  1) informal communication
  2) filtering
  3) sloweness

Question 6

Informal communication

Answer 6

• in contemporary org. belief that informal networks can be important source of innovation

Question 7

filtering

Answer 7

• the tendency for a message to be watered down or stopped altogether at some point during the transmission
• too much filtering: preclude the right ppl from getting the right info
• upward filtering: people are afraid of mgmt
• downward filtering: time pressures, lack of attention to details

Question 8

slowness

Answer 8

• even when good info the chain of commands can be very slow
• especially slow between departements

Question 9

free flow of info 3 components

Answer 9

voice
silence
mum effect

Question 10

voice

Answer 10

• the constructive expression of disagreements/concern about work unit or org. practices
• refers to speaking up
• horizontal or vertical
• if not morally/legally required => OCB

Question 11

silence

Answer 11

withholding relevant info

Question 12

mum effect

Answer 12

The tendency to avoid communicating unfavorable news to others.
- when managers are perceived as more open-minded employees are more likely to open up about negative events
- direct supervisors and higher-level managers play a critical role in creating a climate in which constructive dissent can emerge

Question 13

jargon

Answer 13

-specialize language that members use to communicate with one another
- efficient mean of communication but can also be barrier sometimes

Question 14

what effects the verbal language of work

Answer 14

• generation
• differences
• gender
• occupation
• culture
• personality

Question 15

non verbal communication

Answer 15

the transmission of messages by some medium other than speech or writing

Question 16

body language

Answer 16

• non verbal communication that occurs by means of the sender’s bodily motions and facial expressions.
• unintended messages
• difficulty in how to communicate the message

Question 17

linguistic abrastaction

Answer 17

• people who speak abstractly are seen as more powerful than people who think more concretely
• abstraction can be used to achieve more self-control

Question 18

challenges related to cross-cultural communication

Answer 18

• etiquette
• non verbal communication
• social convention : directeness, punctuality…
• context

Question 19

cultural context def

Answer 19

the cultural info that surrounds a communication episode

Question 20

cultural context

Answer 20

• context is always important in accurately decoding a message
• culture differs in the importance to which context influences the meaning of communication

Question 21

high-context culture

Answer 21

• the message contained in communication is strongly influenced by the context in which the message is sent
• literal interpretation is often incorrect
• want to know about you+ company in great details, not getting to the point quickly, age + seniority are valued….

Question 22

low context culture

Answer 22

• messages can be interpreted more literally because more meaning resides in the message than in the context the communication occurs in
• favours very detailed business contracts (the meaning of the message itself)

Question 23

media richness theory

Answer 23

• describes communication medium by its ability to reproduce the info that it sent over it
• theory suggests that media have differing abilities for:
• providing feedback
• supporting multiple users
• tailoring messages
• conveying emotions