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.
downaward communication
flows from the top to towards the bottom of the organization
upward communication
from the bottom of the organization to the top of the organization
horizontal communication
Lines of authority and formal reporting relationships. (it is cross functional between different units within the organization)
disadvantages of formal chain of command
- fails to consider informal communication between members
- slowness (can be especially slow in horizontal chain of commands).
- filtering, the tendency for messages to be watered down or stopped when in transmission
voice
the constructive expression of disgreement about work unit or organizational practices
the mum effect
the tendency for an individual to be able to communicate unfavourable information
- For ex. a nurse administers the wrong dosage of meds to someone, they will be unwilling to tell the head nurse of the error.
The mum effect does not happen only at the bottom; bosses may also feel unwilling to tell their subordinates.
the grape vine
- the communication network
- 75% of information that is non-contravertial, organizational related, in the grape vine is correct
- personal information is likely to be distorted
who participates in the work vine
- extraverts may be more likely than introverts
- those who lack self-esteem
- the physical of organizational memebers
what motivates people to gossip through the grapevine
- can be timely and inexpensive source of information that simply isnt available to other channels
- can be a way to release pent up emotions about bosses
- builds a trust between senders and recievers
jargon
specialized language used by job holders or members of particular occupations or organizations
humour
- leader humour facilitates trust and stimulates feedback from followers
- unless it is aggressive in which is against the norms
non-verbal communication
the transimission of language using other platforms
body language
non-verbal communications means of a sender’s body emotions, facial expressions, or physical location
- senders that are at a higher level may act more relaxed
props, costumes, and artifacts
another way non-verbal communication can occur is through how one dress, what is on their desks
one up one down position
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
non verbal communication across cultures
- facial expressions
- gestures
- gaze
- touch
cultural context
the cultural information that surrounds a communication episode
information richness
the potential information-carrying capacity of a communication system
there are 2 dimensions of information richness
degree to which information is synchronous between senders and receivers (two-way, in real time),
and the extent to which both parties can receive non-verbal and para-verbal (e.g., tone of voice) cues.
ex. a conversation over the phone is not very rich
computer-mediated communication
in that they rely on digital technology to facilitate information exchange.
These media permit discussion and decision-making without employees having to be in the same location, potentially saving time, money, and travel hassles.
enterprise social media
A private work-related social media platform that is accessible only by organizational members.
basic principles for effective communication
- take the time
- be accepting
- do not confuse the person with the problem
- say what you feel
be sure you have congruence
meaning that you body language, verbal, and thoughts/feelings all mean the same thing
- a common issue is soft-pedalling in which people can say “your job is fine” when they think the opposite.
active listening
- body language
- paraphrase what the speaker means
- show empathy
- ask questions
- wait out pauses
employer branding
promoting a clear and consistent image of positive and distinctive features of an organization as an employer
2 things are important to consider when providing explanations
- being sure to be detailed
- the way the information is delivered
360-degree
having conversation about the input
- performance apprasial that uses the input of supervisors, employees, and peers, client or customers of the individual.
suggestion systems
Programs designed to enhance upward communication by soliciting ideas for improved work operations from employees.
