CHAPTER 10: Communication part 2

Question 1

Satisfaction with apology related to…

Answer 1

• Interactional justice (esp. when failure is nonmonetary)
• Treating others with dignity, respect, and providing information
• Distributive justice (only for transaction-specific issues)
• Address financial impact
• Empathy
• Show sympathy and compassion
• Appropriate levels of intensity are better received
  *Quick apologies are better received

Question 2

Suggestions for Effective Communication

Answer 2

• Take the time to communicate well
• Be accepting of the other person
• Do not confuse the person with the problem
• Say what you feel (within reason)
• Listen actively
• Give timely and specific feedback
• Assume differences until you know otherwise (e.g., cultural differences)
• Recognize differences within cultures
• Watch your language: Speak clearly, slowly, and simply

Question 3

The Grapevine (Informal Communication)
Motivations

Answer 3

o To fill gaps in official communication.
o To gain influence by holding key information.
o As a form of emotional release.

Question 4

Rumor

Answer 4

an unverified belief that circulates informally.
Why rumors spread: The message is ambiguous, personally important and appears credible

Question 5

Controlling Rumors

Answer 5

• Provide transparent, timely updates to prevent misinformation.
• Encourage open communication so employees don’t rely on speculation.
• Avoid withholding bad news—silence creates more uncertainty.

Question 6

Jargon

Answer 6

Specialized language used within a profession or organization.
o Efficient communication among peers.
o Can create communication barriers between departments or new employees.

Question 7

Humour in Communication

Answer 7

o Enhances message acceptance and trust, reduces workplace stress and increases creativity.
o Inappropriate humour damages credibility.
o Aggressive humour can lead to norm violations and employee disengagement.

Question 8

Small Talk in Workplace Communication

Answer 8

o Enhances employee well-being and teamwork.
o Promotes organizational citizenship behaviours.
o Loss of informal communication in remote work can create disconnection.

Question 9

Non-Verbal Communication

Answer 9

Body Language: Facial expressions, posture, eye contact.
Props & Artifacts: Office decor, clothing, and personal items.
Physical Space: Office layout signals openness or authority.

Question 10

Red Sneakers Effect

Answer 10

Non-conformist clothing can signal high status if perceived as intentional.

Question 11

Cultural Context in Communication

Answer 11

• High-context cultures (e.g., Japan, Latin America): Business contracts are less detailed—trust is key.
• Low-context cultures (e.g., North America, Germany): Detailed contracts are preferred.

Question 12

Information Richness

Answer 12

The ability of a medium to convey non-verbal cues and immediate feedback.
o High richness: Face-to-face meetings, video calls.
o Low richness: Emails, text-based messages.

Question 13

Challenges of Computer-Mediated Communication (CMC)

Answer 13

o Emails & texts lack tone and non-verbal cues, increasing risk of misinterpretation.
o Flaming: Anonymity can lead to rude or impulsive messages.
o Overuse of sarcasm or emojis can be misunderstood

Question 14

Social Media & the Workplace - Pros

Answer 14

• encourages collaboration & engagement.
• supports knowledge sharing.
• facilitates employee voice.

Question 15

Social Media & the Workplace - Cons

Answer 15

• encourages cyberloafing.
• leads to blurred work-life boundaries.
• risk of oversharing & reputation damage.