Chapter 11 Flashcards
What is the four-step communication process?
- Identify Message
- Encode and Transmit Message
- Receive and decode the message
- Confirm the message with feedback
What makes communication challenging/where can it be challenging?
context(context in which communication takes place) and media (how transmitted)
Describe the different information-sharing techniques from least filtering to most filtering
- Spray and Pray: showers co-workers with data, they need to sort important info (can overwhelm them)
- Tell and sell: tells main issues then tries to sell preferred solution (don’t usually listen to feedback)
- Underscore and explore: similar to “tell and sell” but listens to feedback to address concerns
- Identify and reply: sends info only when it’s explicitly asked for
- Withhold and uphold: sends very little information even when pressed (worried about misuse or losing power)
What information sharing technique is conventionally the most effective?
Underscore and explore
sustainable OB thinks about communication in terms of ______
sharing ideas
encoding
putting a message in understandable terms by using symbols and media
What two tasks are performed when communicating?
- identify any communication barriers that must be overcome
2. choose the medium and channel to transmit the message
noise
potential barriers that may impede communication at all four steps of the communication process
What are some examples of noise
time, personality differences, ongoing conflicts, mistrust, ambiguous words/symbols
semantic problems
arise when words have different meanings for people who are from different demographic groups or who have had different experiences
(communication) medium
vehicle that is used to carry a message from sender to receiver
media richness
refers to a communication medium’s ability to resolve ambiguity
What are some characteristics of rich media?(6)
- personal/unique
- confidential/no tangible record
- two-way, instant feedback
- physically present in some form
- spontaneous, flexible
- mass dissemination difficult
What are some characteristics of lean media? (6)
- impersonal, generic
- public, provides record
- one-way, slow feedback
- enables difference in time/space
- premeditated, well-crafted
- mass dissemination easy
describe types of media from leanest to richest
- web-posting
- reports
- voicemail
- telephone
- group meeting
- face-to-face
What is written communication good for?
details
channel
pathway along which a message travels through a medium
grapevine
informal information network in an org
differences in sus OB and con OB in terms of encoding/communication
- Barriers seen as “noise” for con OB can be seen as opportunities to improve in sus OB (diversity for sus OB)
- sus OB likes deliberative dialogue - sus OB and con OB have different intentions and outcomes in using the same media and channels
- -sus OB: face-to-face to foster collaboration and relationships
- -con OB: impersonal media/channels to be more efficient
deliberative dialogue
structured multidirectional communication that enables multiple stakeholders to learn from one another what is best for overall community
When decoding, what must receivers be aware of/what may happen?
- receivers must be aware of potential noise/barriers that may impede understanding
- communication medium and channel can affect the richness and meaning of message
What is the most important decoding skill?
being a good, active listener
where does conventional decoding occur?
the individual level
where does sustainable decoding occur?
group level
collective decoding
occurs when a message is interpreted by a group of two or more people with the result that each member learns more than any one member could alone (and typically more than the sender could have put into the original message)
what are the benefits of feedback?
- chance to confirm message
2. opportunity for sender to learn something to help create better message
Which type of OB places a larger emphasis on seeking out constructive feedback?
sustainable OB
feedforward communication
combination of relationships and prior communication that influences subsequent messages
