Chapter 10 - Communication Flashcards
communication
process by which information and meaning is transferred from sender to receiever
communication process
information–>sender, encoding, message, decoding, reciever –> understanding
face-to-face communication
people are physically present
verbal and nonverbal
verbal communication
spoken language
nonverbal communication
hand gestures, body posture
Five primary functions of communication
- tell others who we are in terms of our personalites/values
- communicate dominance and establish hierarchy
- faciliate working together
- foster high quality relationships
- display emotional states
computer-mediated communication
the exchange of information and meaning using an electronic, digital medium
- email, videoconferencing
- brain has to work harder when communicating this way
wikis
highly flexible application that allows people to quickly exchange verbal informtation
social network applications
-intrinsically appealing
- large numbers of employees can collaborate
- enchances sense of community
potential issues: communication
communicatior competence
the ability of communicators to encode and interpret messages
—> some are better than others at using and processing verbal and nonverbal messages
potential issues with communication
emotional states/emotional intelligence
another factor about how people express themselves and can cloud info others are expressing
potential issues with communication
noise
disturbing or distracting stimuli
potential issue communication
information richness
the amount and depth of information trasmitted in a message
- depends on purpose and complexity
potential issue communication
gender differences
the different ways men and women tend to process and interpret information and communicate with others
men: aim for status, power and independence
women: strengths and styles that builds/strengthens their relationship
can be serious because it can lead to misunderstandings
potential issue communication
privacy
a state in which individuals can express themselves freely without being observed, recorded or disturbed by other unauthorized individuals or groups
most companies have privacy policies
communication networks
there are different types of informal and formal communciation networks
formal communication: vertical channels
information flowing along lines of authority and reporting relationships
formal communication: horitzontal channels
information flowing between people who work at the same level within the organizations but in different functional areas (eg. marketing, production)
downward communication
flows from top to bottom of the vertical channel
purposes of downward communication
relay directives, decisions, plans, goals and instructions to their subordinates
increases level of consistency within the organization
managers often use top-down when evaluating job performance
upward communication
flows from the bottom to the top of the vertical channel
managers at higher levels are informed about relevant activities and outcomes at lower levels, unsolved work problems, suggestions for improvements and how subordinates feel about their jobs
upward communication concerns/purposes
risk associated with sending messages to a superior (what if they don’t like what I say, feeling threatened by feedback
can be politically motivated and used as an influence tactic
enhancing the quality of downward communication = creating conditions for effective two-way communication to occur
horizontal communication details
occurs when information flows among members of work groups, teams or functional units who reside at the same level in the organization
coordinate effort, solve problems, share information, resolve conflicts and build rapport
effectiveness depends on how well the members are able to work together as a team
formal networks
all channel network structures
a communication network in which any member can send and receive
messages from any other
all info shared equally, members able to verify the accuracy of messages received
formal networks
circle network structure
members send and receive messages from individuals who are immediately adjacent to them
one member to another
message could be distorted
nature of circle does not permit members to verify content
formal networks
chain network structure
a communication network in which information is passed from member to member, from one end of the chain to the other
typical in hierarchical organizational structures
epitomizes downward communication
upward communication: usually facilitated by a chain structure
relies on each intervening member to faithfully pass along the message
formal networks
Y-network structure
Y network structure: a communication network in which one member controls the flow of information between one set of members and another
one member controls the flow of information between one set of members
blend of wheel and chain
formal networks
wheel network structure
a communication network in which all communication between members is controlled by a single member
informal communication networks
spontaneous and emergent patterns of communication that result from the choices individuals make on their own
rooted in personal friendships, physical proximity and shared interests
informal
Grapevine
the primary informal communication network within an organization, used by people to circulate information about their work or other people
unofficial messages travel freely
random and arbitrary
grapevine mimics social media technology like twitter
communicate unfiltered “sensitive” messages and to facilitate upward communication and peer to peer communication
informal
rumours
unverified statements currently being circulated (might be informational or personal)
informal
gossip
rumours about people
supervisor feedback
a form of downward communication in which the supervisor provides information to a subordinate about their job performance
relatively weak correlation with job performance
job interview
a conversation initiated by one or more persons to gather information and evaluate the qualifications of the applicant for a job
reliability
the extent to which the selection procedure (e.g job interview) is free from random error
predictive validity
the extent to which the selection procedure (e.g job interview) predicts future job performance
behavioral description interviewing
applicants are told about important job attributes of the role they are applying for and asked to reflect upon their past work experience
situational interviews
look to the future, present several realistic job scenarios that each involve a dilemma that needed to be resolved
body lanuage during job interview
poise: appear confident and comfortable
interest: no yawning/looking bored or looking away
expressiveness: exhibit positive energy
how to increase validity and reliability
increase validity and reliability of interviews by keeping the focus job relevant and structured
