chapter 10 - communication process

Question 1

what is the communication process?

Answer 1

1. sender encodes a message
2. passes it through a channel
3. message is received and decoded

Question 2

what is a formal channel?

Answer 2

established by the organization and transmit messages related to other professional activities of members. Traditionally follow the authority chain within the organization

Question 3

what is an informal message?

Answer 3

spontaneous and determined by individual choice

Question 4

what is noise?

Answer 4

represents communication barriers that distort the clarity of the message like perceptual problems, information overload, semantic difficulties, cultural differences

Question 5

feedback

Answer 5

the check on how successful we have been in transferring our messages as originally intended

Question 6

downward communication

Answer 6

communication that flows from one level of a group or organization to a lower level. group leaders and managers use it to assign goals, provide job instructions, explain policies and procedures, point out problems that need attentions, offer feedback. MANAGERS MUST EXPLAIN REASONING BEHIND DECISIONS

Question 7

upwards communication

Answer 7

flows to a higher level in the group or organization.
- provide feedback to higher ups
- inform them of progress toward goals
- relay current problems
- keeps managers aware of how employees are feeling

Question 8

lateral communication

Answer 8

between members of a work group, members at the same level in separate work groups, or any other horizontally equivalent workers
- saves time and facilitates coordination

Question 9

organizational (managerial) communication

Answer 9

examines how information flows through an organization and how it impacts human behaviour

Question 10

formal small group networks

Answer 10

the chain, the wheel, the all channel network

Question 11

the chain network

Answer 11

rigidly follows the formal chain of command; this network approximates the communication channels you might find in a rigid 3 level organization

Question 12

the wheel network

Answer 12

relies on e central figure to act as the conduit for all group communication, it stimulates the communication network you would find on a team with a strong leader

Question 13

the all channel network

Answer 13

permits group members to actively communicate with each other; it’s most often characterized in practice by self managed teams

Question 14

the grapevine

Answer 14

the informal communication network in a group. word of mouth, gossip, rumours,

Question 15

channel richness

Answer 15

the degree to which the communication channel can handle multiple cues simultaneously, facilitate feedback, and be personal

Question 16

how to choose a communication method

Answer 16

choice depends on whether communication needs to be synchronous, if message is routine, and the nature of the situation

Question 17

communicating in crisis

Answer 17

peoples ability to decode information goes down so organizations should have crisis plans.

Question 18

what should managers do in a crisis?

Answer 18

tell the truth, update frequently, provide opportunities for questions

Question 19

automatic processing of information

Answer 19

a relatively superficial consideration of evidence and information by making use of heuristics. takes little time and effort

Question 20

controlled processing

Answer 20

detailed consideration of evidence and information relying on facts, figures, and logic.
Requires effort and energy, but harder to fool someone who has taken time and effort to engage in it

Question 21

what makes someone engage in automatic or controlled processing?

Answer 21

• interest level (interesting = controlled)
• prior knowledge (more informed = controlled)
• personality (high need for cognition = controlled)
• message characteristics

Question 22

filtering

Answer 22

a barrier to effective communication. sender’s purposely manipulating information so the receiver will see it more favourably

Question 23

selective perception

Answer 23

barrier to effective communication. receivers see and hear selectively depending on motivation, experiences, background, and other personal characteristic

Question 24

information overload

Answer 24

barrier to effective communication. When an individual has more information than they can sort and use, they tend to select, ignore, pass over, or forget other info

Question 25

emotions

Answer 25

barrier to effective communication. May interpret the same message differently when you’re angry or distraught than when you are happy. Negative moods = more likely to scrutinize messages in greater detail

Question 26

silence

Answer 26

barrier to effective communication. Silence itself can be the message, used to communicate non-interest, inability to deal with a topic, or political barriers to self-expression

Question 27

communication apprehension

Answer 27

barrier to effective communication. social anxiety