Chapter 11 - Communication

Question 1

why is interpersonal communication an important part about being an effective manager?

Answer 1

• influences opinions, attitudes, motivation, and behaviours of others
• express our feelings
• vehicle for providing, receiving, and exchanging information
• reinforces formal structure of the organization

Question 2

explain process and components of a communication event

Answer 2

communicator encodes a message using a chosen medium

message may pass through noise which distorts the meaning of the message

receiver decodes message

receiver provides feedback (verbal, physical, no response)

Question 3

three types of feedback

Answer 3

1. informational
2. corrective
3. reinforcing (receiver communicates they have clearly received the message and its intentions)

Question 4

types of communication

Answer 4

oral
written
non-verbal

Question 5

4 major influences on interpersonal communication

Answer 5

1. social influences
2. perception
3. interaction involvement
4. organizational design

Question 6

what are aspects of social influences that affect interpersonal communication

Answer 6

status barriers!
sir or ma’am instead of first name

norms dictate style of communication

Question 7

how does perception affect interpersonal communication

Answer 7

extent to how accurately an employee perceives job instructions from a manager may be influenced by their perception of the manager

–> if they don’t like manager may see instructions as less important or vice versa

Question 8

how interaction involvement affects social interactions

Answer 8

extent to which one or both parties are involved in the conversation

aka “interaction attentiveness”

if one of parties is preoccupied or focused it will affect interaction

Question 9

how organizational design affects social interactions

Answer 9

argument is to decentralize an organization because that will lead to a more participative structure
–> when messages have to travel up multiple levels of an organization distortion can occur
–> can be diminished with face to face communication a bit though

Question 10

what did Mintzberg find out about managers and their jobs

Answer 10

majority of managers clustered around three core management roles (interpersonal roles = figurehead role, leadership role, liaison role)

Question 11

figurehead role (Mintzberg)

Answer 11

as head of unit, every manager must perform some ceremonial duties

Question 12

leadership role (Mintzberg)

Answer 12

influence of managers most clearly seen
formal authority vests them with great potential power –> leadership abilities determine the power they will realize

Question 13

liaison role (Mintzberg)

Answer 13

managers establish and maintain contacts outside the vertical chain of command

Question 14

informational roles (Mintzberg)

Answer 14

1. gatherer role
2. disseminator role
3. spokesperson role

Question 15

what are the 3 categories of leadership roles (Mintzberg)

Answer 15

1. interpersonal
2. informational
3. decisional

Question 16

gatherer role (Mintzberg)

Answer 16

gather information in verbal form often

Question 17

disseminator role (Mintzberg)

Answer 17

managers pass privileged information to subordinates
–> get to decide who should receive info and when

Question 18

spokesperson role (Mintzberg)

Answer 18

managers send info to people outside their organizations, speak to media maybe, etc.

benefits –> brand recognition, public image, visibility
also risks if they mess up!

Question 19

three decisional roles (Mintzberg)

Answer 19

1. entrepreneur
2. crisis or disturbance handler role
3. negotiator

Question 20

entrepreneur role (Mintzberg)

Answer 20

initiate change
seek to improve business and adapt to changing market conditions, etc.

Question 21

crisis or disturbance handler role (Mintzberg)

Answer 21

must react to conditions
crises can arise due to bad managers, but are also most likely going to arise under good management

Question 22

negotiator role (Mintzberg)

Answer 22

managers spend plenty of time in negotiations

Question 23

what did Ducker then Ducker, Eccles, and Nohria say about management communication?

Answer 23

Ducker
= understanding inherent power of language and forming interpersonal relationships is key to whether businesses fail or succeed
= respect language

Trio
= coherent view of management must focus on three things
- use of rhetoric to achieve goals
- create a managerial identity
- take action to achieve goals
= = management about use of effective language to get things done
== managers create and monitor corporate reputation

Question 24

managers need to understand their organization in these aspects to be most effective

Answer 24

identity of organization
reputation of organization (others’ perception)

Question 25

what are some major channels of manager communication

Answer 25

1. one-on-one conversations
2. telephone conversations
3. video teleconferencing
4. presentations to small groups
5. public speaking to larger groups

Question 26

what is the predominant method of communication in the workplace?

Answer 26

talking ! but as email and texting increase, so does writing :)

Question 27

two rules of writing

Answer 27

1. do not mail your first draft
2. do not sign your name to a document you are not proud of

Question 28

explain the statement: communication is invention

Answer 28

managers literally create meaning through communication

largely through discussion and verbal exchange that managers decide who they wish to be and create meaning for shareholders, employees, customers, etc.

communication leads to decision making