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OB Exam #2 > Chapter 10: Communication > Flashcards

Chapter 10: Communication Flashcards

1
Q

Communication

A

Process by which info is exchanged between a sender and a receiver

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2
Q

Encoding and Decoding

A

Encoding: preparing message to be sent
Decoding: interpreting the message

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3
Q

Face-to-face communication

A

Exchange of info and meaning when two or more individuals are physically present and where communication occurs without the aid of mediating technology

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4
Q

Verbal communication

A

Messages are sent and recieved using written and spoken language

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5
Q

Nonverbal communication

A

Form of info exchange that doesn’t involve spoken or written words
- body language

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6
Q

Functions about nonverbal cures in face-to-face interactions

A
  • convey info about who we are
  • communicate dominance and establish hierarchy
  • facilitate working together
  • foster high quality relationships
  • display emotional states
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7
Q

Computer-mediated communication

A

Exchange of info and meaning using an electronic digital medium
E.g. email, videoconferencing, corporate wikis

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8
Q

Email

A

Informal, messages can be difficult to interpret, info overload

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9
Q

Videoconfrencing

A
  • permits real-time, interaction
  • option for those unable to travel
  • works well for routine decisions, simple info exchanges, cooperative problem-solving
  • prevents eye contact and awareness of social dynamics in group
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10
Q

Corporate Wikis

A
  • allow people to quickly exchange verbal info and collaboratively solve problems, learn and create knowledge
  • allow anyone to edit or delete content
  • risk exposing incompetence or looking foolish to peers
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11
Q

Potential issues in communication process

A
  1. Communicator competence - ability
  2. Noise
  3. Info richness
  4. Gender differences
  5. Privacy
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12
Q

Communicator competence

A

Ability of communicators to encode and interpret messages

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13
Q

Noise

A

Disturbing or distracting stimuli that block or interfere with transmission of message

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14
Q

Info Richness

A

Amount and depth of info transmitted in message

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15
Q

Gender differences

A

Different ways that men and women tend to process/interpret info and communicate with others
Men: want to maintain status, power, independence
Women: want to build/strengthen relationships

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16
Q

Privacy

A

State in which individuals can express themselves freely without being observed, recorded or distributed by other, unauthorized individuals or groups

17
Q

Communication Networks

A

Formal: officially sanctioned by management
Informal: spontaneous and emergent patterns of communication that result from the choices individuals make on their own

18
Q

Downward Communication

A

Purpose: provide instructions to employees, increase consistency via written policies
Concerns: filtering required, communication is slow

19
Q

Upward communication

A

Purposes: inform managers about activities happening
Concerns: risky sending messages to manager, can be politically motivated

20
Q

Horizontal communication

A

Purpose: coordinate effort, solve problems, share info, resolve conflicts, build rapport
Concerns:

21
Q

All-channel network structure

A
  • any member can send and recieve messages from any other
  • all info is shares
  • members can verify the accuracy of messages received
22
Q

Circle network structure

A
  • members send and receive info from those immediately adjacent to them
  • distorted messages may be passed (telephone)
  • does not permit verification from non-adjacent members
23
Q

Chain network structure

A
  • info passed from member to member from one end of chain to another
  • typical in hierarchical organizations and exemplifies downward communication
24
Q

Y network structure

A
  • one member controls the flow of info between one set of members
  • highly centralized
25
Q

Wheel network strcuture

A
  • all communication between members controlled by a single member
  • highly centralized
  • little or no direct formal communication between spokes
26
Q

Informal communication networks

A
  • tend to be rooted in personal friendships, physical proximity and shared interests
  • info travels very fast
  • content of messages can confirm, contradict and elaborate upon info in formal channels
27
Q

Grapevine

A

Primary informal communication network within organization

- word of mouth

28
Q

Rumours

A

Messages that travel along the grapevine that lack evidence as to their truth or validity

29
Q

Gossip

A

Rumours about other people

30
Q

Interviewing

A

Structured interviews: involve standardized, job-relevant questions with scoring keys

31
Q

Behaviour description interviews

A

Involve reflecting on past work experience

32
Q

Situational interviews

A

Involve thinking about hypothetical, future situations

OB Exam #2 (5 decks)

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