Chapter 11

Question 1

Organization

Answer 1

The set of interactions that members of groups use to accomplish their individual or common goals

Question 2

3 Functions of Organizational Communication

Answer 2

1. Production: coordinating activity toward accomplishing tasks
2. Maintenance: preserving the stability of an existing system
3. Innovation: changing the system

Question 3

Formal Communication Networks

Answer 3

officially designated channels of communication, reflecting explicit or desired patterns of interaction

Question 4

Informal Communication Networks

Answer 4

unspoken but understood channels of communication, reflecting patterns that develop spontaneously

Question 5

Organizational Culture

Answer 5

A pattern of shared beliefs, values, and behaviors

Question 6

Organizational Climate

Answer 6

How organizational members feel about or experience the organizations culture

Question 7

Assimilation

Answer 7

The communicative, behavioral, and cognitive process that influences individuals to join, identify with, integrate into, and sometimes exit an organization

Question 8

Issues with Supervisor-Subordinate Communication

Answer 8

Semantic-Information Distance: the gap in information and understanding between supervisors and subordinates

Upward Distortion: occurs when subordinates present information to superiors in a more positive light than is warranted

Question 9

3 Organizational Dilemas

Answer 9

Emotion labor: managing feelings and expressions to fulfill the emotional requirements of a job

Burnout: a chronic condition that results from the accumulation of daily stress → leads to exhaustion, cynicism, and ineffectiveness

Work-Life Conflict: difficulty balancing work responsibilities with home responsibilities

Question 10

4 Steps of Conflict Management

Answer 10

1. Identify the desired result
2. Decide if the issue is worth confronting
3. Understand the other party’s goals
4. Plan the interaction