Chapter 10: Communication Flashcards
Communication
The process by which
information is exchanged
between a sender and a
receiver.
Effective communication
Communication whereby
the right people receive the
right information in a timely
manner.
Chain of command
Lines
of authority and formal
reporting relationships.
Downward communication
f ows from the top of the organization toward the bottom
Upward communication
flows from the bottom of the organization toward the top
Horizontal communication
occurs between departments or functional units, usually as a
means of coordinating effort
Deficiencies in the chain of command of communication
1) Fails to consider informal communication
2) Slowness of communication
3) Filtering
The tendency for a message to be watered down or stopped during transmission
Voice
The constructive
expression of disagreement
or concern about work unit
or organizational practices. AKA Speaking up
Mum effect
The tendency
to avoid communicating
unfavourable news to
others.
Who is inclined to exercise voice, and when?
more satisfied employees who
identify more strongly with their work unit or organization are most likely to speak up, as are
those who are conscientious and extraverted.
Grapevine
An
organization’s informal
communication network. (Like social media & WOM)
What motivates people to gossip via the grapevine?
a timely,
inexpensive source of information that simply isn’t available through other channels.
Pros of Grapevine
- Keep employees informed about important organizational matters
- Can be a substitute for formal communication
- Test employee reactions to proposed changes without making formal commitments
Cons of grapevine
The grapevine can become a real problem for the organization when it becomes a constant
pipeline for rumours
The verbal language of work
1) Jargon
2) Humour
Jargon
Specialized
language used by job
holders or members of
particular occupations or
organizations.
Humour
humour can create positive emotions that can in turn facilitate attention, understanding,
and message acceptance on the part of the receiver.
Indeed, numerous studies confirm that
humour operates by affecting the emotions of the recipient of the communication, whether
that recipient is a co-worker, subordinate, or customer.
Don’t have too much humour
Non-Verbal Communication
The transmission of messages by some medium other than speech or writing.
The Non-Verbal Language of Work
1) Body Language
2) Props, Artifacts, and Costumes
Body Language
Non-Verbal Communication by means of a sender’s bodily motions, facial expressions, or physical location
Senders who feel themselves to be of higher status than the receiver act more…
relaxed
than those who perceive themselves to be of lower status.
Men tend to be more sensitive to power dynamics and will use communication as a way to…
position themselves in a one-up situation
Women tend to be more concerned with…
rapport building, and they communicate in ways that avoid putting others down. As a result, women often find themselves in a one-down position.
Cross-Cultural Communication - Language Barriers
One “solution” to language differences is
the institution of English-only policies.
Cross-Cultural Communication - Non-Verbal Communication Across Cultures
There are differences in:
1) Facial Expressions
2) Gesture
3) Gaze
4) Touch
Cross-Cultural Communication - Cultural Context
The cultural information that surrounds a communication episode
Getting to the point quickly is not…
a style of communication that people in
high-context cultures favour
When communicating with people from a high-context culture, give careful consideration
to…
the age and rank of the communicator
Information richness
The
potential information carrying
capacity of a
communication medium.
Computer-mediated
communication
(CMC).
Forms of
communication that rely
on digital technology
to facilitate information
exchange.
2 dimensions of information richness
1) the degree to which information is synchronous between senders
and receivers
2) the extent to which both parties can receive nonverbal
and para-verbal (e.g., tone of voice) cues.
Distinguishing feature of social media…
they permit a large number of users to simultaneously create, manipulate, and distribute information, forming wide and interactive social networks that
transcend formal organizational relationships.
Limits of face-to-face communication
limits in terms of the number of people that can be involved (i.e., limited
interdependence).
Why does chat-type group decision generate more ideas?
because
computer memory means that people can “talk” at the same time. Also, some systems
permit the anonymous generation of ideas. This means that those who are shy may be less
inhibited in offering suggestions
Weakness of electronic communication
the lack of non-verbal cues may make it difficult to recognize subtle trends toward
decision consensus
One challenge posed by social media…
they can
be addictive to the extent that employees engage in “cyberloafing” while at work, updating
their Facebook profiles rather than serving customers.
Who cyberloafes a lot?
A large-scale study found that
cyberloafers tended to be younger, extraverted, better-educated males
Enterprise Social Media
A private workrelated
social media
platform that is accessible
only by organizational
members.
Most important features of an enterprise social media..
1) Post
2) Search
3) Comment
4) Evaluate other’s ideas
Basic principles of effective communication…
1) Take the time
2) Be accepting of the other person
3) Do not confuse the person with the problem
4) Say what you feel, be congruent
5) Listen actively
6) Give Timely and Specific Feedback
Congruence
A condition
in which a person’s words,
thoughts, feelings, and
actions all contain the same
message.
Active listening
A technique for improving
the accuracy of information
reception by paying close
attention to the sender.
Techniques of active listening:
- Watch your body language
- Paraphrase what the speaker means
- Show empathy
- Ask questions
- Wait out pauses
Principles for a cross-cultural encounter
1) Assume differences until you know otherwise
2) Recognize differences within cultures
3) Watch your language (and theirs)
Organizational approaches to improving communication
1) Employer Branding
2) Provision of Explanations
3) 360-Degree Feedback
4) Employee Surveys and Survey Feedback
5) Suggestions Systems
6) Telephone Hotlines and Webcasts
Employer branding
Promoting a clear and
consistent image of the
positive and distinctive
features of an organization
as an employer.
Provision of Explanations
Two factors are critical to the perceived fairness of controversial policies: the adequacy
of the explanation and the style in which it is delivered.
360-Degree Feedback
Performance appraisal
that uses the input of
supervisors, employees,
peers, and clients or
customers of the appraised
individual.
Employee Surveys and Survey Feedback
An anonymous questionnaire
that enables employees to
state their candid opinions
and attitudes about an
organization and its
practices.
Suggestion Systems
Programs designed
to enhance upward
communication by soliciting
ideas for improved work
operations from employees
