CHAPTER 10: Communication part 2 Flashcards
Satisfaction with apology related to…
- 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
Suggestions for Effective Communication
- 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
The Grapevine (Informal Communication)
Motivations
o To fill gaps in official communication.
o To gain influence by holding key information.
o As a form of emotional release.
Can help managers assess employee morale, test reactions, and spread information quickly.
Spreads rumors that distort facts and create anxiety.
Rumor
an unverified belief that circulates informally.
Why rumors spread: The message is ambiguous, personally important and appears credible
Controlling Rumors
- 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.
Jargon
Specialized language used within a profession or organization.
o Efficient communication among peers.
o Can create communication barriers between departments or new employees.
Humour in Communication
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.
Small Talk in Workplace Communication
o Enhances employee well-being and teamwork.
o Promotes organizational citizenship behaviours.
o Loss of informal communication in remote work can create disconnection.
Non-Verbal Communication
Body Language: Facial expressions, posture, eye contact.
Props & Artifacts: Office decor, clothing, and personal items.
Physical Space: Office layout signals openness or authority.
Red Sneakers Effect
Non-conformist clothing can signal high status if perceived as intentional.
Cultural Context in Communication
- 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.
Information Richness
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.
Challenges of Computer-Mediated Communication (CMC)
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
Social Media & the Workplace - Pros
- encourages collaboration & engagement.
- supports knowledge sharing.
- facilitates employee voice.
Social Media & the Workplace - Cons
- encourages cyberloafing.
- leads to blurred work-life boundaries.
- risk of oversharing & reputation damage.
Internal platforms (e.g., Facebook Workplace, TELUS Xchange) allow
o Real-time collaboration.
o Knowledge sharing & archiving solutions.
o Engagement across remote teams.
