chap 6 Flashcards
defined as “a process of sharing information through symbols, including words and message.”
COMMUNICATION
________ and ________ define communication as “a process of sharing information through symbols, including words and message.”
Morris Philip Wolf and Shirley Kuiper
this may happen between superior and subordinate, between peers, between a manager and a client or customer, between an employee and a government representative, etc.
COMMUNICATION
this may be done face-to-face, or through
printed materials, or through an electronics device like the telephone, etc.
COMMUNICATION
In management, communication must be made for a _______ and because it has a cost attached to it, it must be used _______.
purpose, effectively
Communication may be used to serve any of the following functions:
1.Information function
2.Motivation function
3.Control function
4.Emotive function
Information provided through communication may be used for decision-making at various work levels in the organization.
Information function
A construction worker, for instance, may be given instructions on the proper use of certain equipment. This will later provide him with a guide in deciding which equipment to use in particular circumstances.
Information function
Another concern is the manager who wants
to make sure that his decision in promoting an
employee to a higher position is correct. Through communication, the information provided will minimize if not eliminate the risk.
Information function
Communication is also oftentimes used as a means to motivate employees to commit themselves to the organization’s objectives.
Motivation function
when properly communicated, reports, policies, and plans define roles, clarify duties, authorities and responsibilities. Effective control is, then, facilitated.
Control function
When feelings are repressed in the organization, employees are affected by
anxiety, which, in turn, affects performance.
Emotive function
Whatever types of emotions are involved, whether satisfaction, dissatisfaction, happiness, or bitterness, communication provides a means to __________________________.
decrease the internal pressure affecting the
individual
The communication process consists of eight steps
1.Develop an Idea
2.Encode
3.Transmit
4.Receive
5.Decode
6.Accept
7.Use
8.Provide Feedback
SENDER ——-> ______——> encodes—— ________——> RECEIVER——> who receives messages——>_______——> accepts or rejects ——-> the provides feedback to _______
develops idea, then transmits message to, decodes, SENDER
The most important step in effective communication is _________.
developing an idea
It is important that the idea to be
conveyed must be useful or of some value. An example of a useful idea is how to prevent accidents in workplaces.
Develop an Idea
this next step is to _______ the idea into words,
illustrations, figures, or other symbols suitable for transmission.
encode
The method of ________ should be
determined in advance so that the idea may be encoded to conform with the specific requirements of the identified
method.
transmission
After encoding, the message is now ready for _________ through the use of an appropriate communication channel.
transmission
Among the various channels used include
the:
spoken word, body movements, the written word, television, telephone, radio, an artist’s paint, electronic mail, etc.
Proper transmission is very important so the message sent will reach and hold the attention of the receiver. To achieve this, the communication channel must be free
of ______________.
barriers, or interference (sometimes referred to as noise)
this next step is the communication process is the actual receiving of the message by the intended receiver.
Receive
The requirement is for the receiver to be _______ at the precise moment the message relayed by the sender
ready to receive
The message may be initially received by a ____ or by a ______
machine, person
this next step, _______, means translating the
message from the sender into a form that will have meaning to the recipient.
decoding
If the receiver knows the language and terminology used in the message,_________ may be achieved.
successful decoding
If the receiver understands the purpose and the background situation of the sender, _______will be greatly improved.
decoding
this next step is for the receiver to accept or rejectthe message. Sometimes, acceptance (or rejection) is partial
accept
The factors that will affect the acceptance or rejection of a message are as follows:
- the accuracy of the message;
- whether or not the sender has the authority to send the message and/or require action; and
- the behavioral implications for the receiver.
this next step is for the receiver to use the information.
use
f the message provides information of importance to a relevant activity, then the receiver could store it and retrieve it when required.
use
this step in the communication process is for the receiver to provide feedback to the sender.
provide feedback
Even if feedback is relayed, it may not reach the
original sender of the message. This may be attributed to the effects of any of the __________.
communication barriers
Communication consists of two major forms:
1, verbal and
2. nonverbal.
are those transmitted through hearing or sight.
Verbal Communication
these modes of transmission categorizes verbal communication into two classes:
oral and written.
mostly involves hearing the words of the sender, although sometimes, opportunities are provided for seeing the sender’s body movements, facial expression, gestures, and eye contact. Sometimes, feeling, smelling, tasting, and touching are involved.
Oral communication
where the sender seeks to communicate through the written word.
written communication
sometimes, preferred over the oral communication because of time and cost constraints. When a sender, for instance, cannot meet personally the receiver due to some reason, a written letter or memo is prepared and sent to the
Fecelver.
written communication
is a means of conveying message through body language, as well as the use of time, space, touch, clothing, appearance, and aesthetic elements.
Nonverbal Communication
Body language consists of:
gestures, bodily movement, posture, facial expression, and mannerisms of all kinds.*
convey many shades of meaning and it is to the advantage of the communicator to understand what messages are relayed.
Nonverbal expressions
The barriers to communication may be classified generally as:
- personal barriers
- physical barriers
- semantic barriers
are hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values, poor listening habits, sex, age, race, socioeconomic status, religion, education, etc.
Personal Barriers
Emotions _____ the communicator’s ability to judge correctly the real meaning of messages received.
cloud
People with ______ will find it hard to communicate with each other.
different values
_________ of a receiver frustrate
the communication efforts of a sender.
Poor listening habits
refer to interferences to effective
communication occurring in the environment where the communication is undertaken.
Physical Barriers
The very loud sound produced by a passing jet temporarily drowns out the voice of a guest delivering a speech. Such distraction does not
allow full understanding of the meaning of the entire message and is an example of a
physical barrier
include distances between people, walls, a noisy jukebox near a telephone, etc. An office that is too tidy may sometimes inhibit a person from meeting the occupant of the office face-to-face.
Physical barriers
A menacing pet dog (or secretary) posted near the door may also prevent a person from directly communicating with the object person
behind the door.
Physical barriers
A communication channel that is _______ may also prevent important information to reach the intended user.
overloaded
is wrong timing. For instance, how may one expect a person who has just lost a loved one to act on an inquiry from a fellow employee?
Physical barriers
is the study of meaning as expressed in
symbols. Words, pictures, or actions are symbols that suggest certain meanings.
Semantics
When the wrong meaning has been chosen by the receiver, ________ occurs.
misunderstanding
may be defined as an “interference
with the reception of a message that occurs when the message is misunderstood even though it is received exactly as transmitted.
semantic barrier
For example, the words “wise” and “salvage” will have different meanings to an English speaking foreigner than to an ordinary Filipino.
semantic barrier
To eliminate problems due to noise,
selective perception, and distraction, the following are recommended:
- Use feedback to facilitate understanding and
increase the potential for appropriate action. - Repeat messages in order to provide assurance that they are properly received.
- Use multiple channels so that the accuracy of the information may be enhanced.
- Use simplified language that is easily understandable and which eliminates the possibility of people getting mixed-up with meanings.
Communication may be classified as to the types of flow of the message
downward, upward, or horizontal.
refers to message flows from higher levels of authority to lower levels.
Downward Communication
Among the purposes of downward communication are:
- to give instructions
- to provide information about policies and procedures
- to give feedback about performance
- to indoctrinate or motivate
Among the techniques used in downward communication are as follows:
letters, meetings, telephones,
manuals, handbooks, and newsletters.
are appropriate when directives are complex
and precise actions are required.
Letters
When orders are simple but the result depends largely on employee morale, techniques that provide personal interchange like _____and the _____, are appropriate.
meetings and the telephone
________ has made it possible for people to hold meetings even if they are thousands of kilometers apart from each
other.
Modern techology
are useful sources of information regarding
eompany policy, procedures, and organization. Unlike using persons as sources of information, ________ are available whenever it is needed.
Manuals
provide more specific information about
the duties and priveleges of the individual worker. It has also the advantage of being available whenever needed.
Handbooks
provide a mixture of personal, social, and.
work-related information. Articles about new hirings, promotions, birthdays of employees, questions and answers about work related issues are presented.
Newsletters
UPWARD COMMUNICATION Concems:
-problems and exceptions
- suggestions for improvement
-performance reports
-grievances and disputes
-financial and accounting information
DOWNWARD COMMUNICATION concerns:
-implementation of goals, Strategies and objectives
-job instructions and rationale
-procedures and practices
-performance feedback
-indoctrination
HORIZONTAL COMMUNICATION concern:
-interdepartmental coordination
-intradepartmental problem-salving
-staff advice to the departments
There is a need for management to provide employees with all the necessary material and non-material support it can give. The first requirement, however, is for management to know the specific needs of the employees. This is the primary reason for _______
upward communication.
refers to messages from persons in lower-level positions to persons in higher positions.
Upward communication
The messages sent in upward communication usually provide information on,
work progress, problems encountered, suggestions for improving output, and personal feelings about work and non-work activities.
Among the techniques used in upward communication are:
formal grievance procedures, employee
attitude and opinion surveys, suggestion systems, open door policy, informal gripe sessions, task forces, and exit interviews.
Grievances are part of a normally operating organization. To effectively deal with them, organizations provide a system for employees”
to air their grievances.
Formal Grievance Procedures.
Suggestions from employees are important sources of cost-saving and production
enhancing ideas. Even if majority of the suggestions are not feasible, a simple means of acknowledging them contributes to employee morale.
Suggestion Systems. Suggestions
_______ and _______ define _______ as “any employee’s concern over a perceived violation of the labor agreement that is submitted to the grievance procedure’ for eventual resolution.
Holley and Jennings, grievance
Companies with a collective bargaining
iggreement with its union must refer to the grievance procedure spelled out in ____________________.
The law on labor relations
hen a specific problem or issue arises,
a ______ may be created and assigned to deal with the problem or issue.
task force
represent an open, upward communication channel whereby employees can offer suggestions to management.
Grievances
If there are negative developments in the organization that management is not aware of, _________ may provide some of the answers.
exit interviews
Finding out what the employees think about the company is very important. The exercise, however, requires expertise find the company may not be prepared to do it.
Employee Attitude and Optnion Surveys.
An __________, even on a limited basis, provides the management with an opportunity to act on difficulties before they become full-blown problems.
open-door policy
__________ can be used positively if management knows how to handle them. When employees feel free to talk and they are
assured of not being penalized for doing so, then management will be spared with lots of efforts determining the real causes of problems in the company.
Informal gripe sessions
Among the techniques appropriate for horizontal communication are:
memos, meetings, telephones, picnics,
dinners, and other social affairs.
The purposes of horizontal communication are:
- to coordinate activities between departments
- to persuade others at the same level of organization
- to pass on information about activities or feelings
Since membership of task forces consists of management and nonmanagement personnel, _______ and _________ are fostered, creativity is enhanced, and interpersonal skills are developed.
integration and teamwork
When employees leave an organization for any reason, it is to the advantage of management to know the real reason.
exit interviews
refers to messages sent to-individuals or groups from another of the same organizational level or position.
Horizontal Communication
is defined by ______ and ______ as “an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decisionmaking.”
Management information system (MIS) , Boone and Kurtz
The MIS and Its Relation with the Different
Departments of the Organization
-Manufacturing
-Finance
-Engineering
-Marketing
-Parsonnel
-Research and Development
TRUE OR FALSE
one of the purpose of MIS is to assist managers in making routine decisions like scheduling orders, assigning orders to machines, and reordering supplies.
TRUE
TRUE OR FALSE
one of the purpose of MIS is to provide a basis for the analysis of early war- ning signals that can originate both externally and internally.
TRUE
currently used by corporate firms consists
of “written and electronically based systems for sending reports, memos, bulletins, and the like
Management information system (MIS)
who enumerated the purpose of MIS
Wheelen and Hunger
TRUE OR FALSE
one of the purpose of MIS is to provide the information necessary for management to make strategic or programmed
decisions.
FALSE
Communicating is a vital function of the engineer manager. Organizations cannot function properly without ____________.
effective communication
is used to serve the information function, motivation function, control function, and
emotive function.
Communication
are useful means of communication.
Management information system (MIS)
TRUE OR FALSE
one of the purpose of MIS is to humanize routine clerical operations like payroll and inventory reports.
FALSE
