Chapter 11: Communication

Question 1

communication

Answer 1

the transfer and the understanding of meaning

Question 2

five major functions

Answer 2

management, feedback, emotional sharing, persuasion, and information exchange

Question 3

communication process

Answer 3

the steps between a source and a receiver that result in the transfer and understanding of meaning

Question 4

what are the key parts of the communication process?

Answer 4

sender, encoding, the message, the channel, decoding, the receiver, noise, and feedback

Question 5

formal channels

Answer 5

communication channels established by an organization to transmit messages related to the professional activity of members

Question 6

informal channels

Answer 6

communication channels that are created spontaneously and that emerge as responses to individual choices

Question 7

downward communication

Answer 7

messages flowing from a higher level in an organization to a lower level in the organization

managers use this to explain why a decision was made. These must be communicated multiple times and sent through multiple different channels to be effective

Question 8

is DC usually one way?

Answer 8

yes. this can cause issues. the best communicators explain the reasons behind their DC but also solicit communication from the employees they supervise

Question 9

upward communication

Answer 9

flows to a higher level in the group/org. used to provide feedback to higher-ups.

Communicating is short summaries is the most effective way to communicate upwards

Question 10

lateral communication

Answer 10

between members at the same level

this facilitates coordination

Question 11

formal small group networks

Answer 11

chain, wheel, and all channel.

Question 12

the grapevine

Answer 12

an orgs informal communication network. still an important source of information in comapnies

Question 13

oral communication

Answer 13

speeches, one on one and group discussions, and informal rumor mill or grapevine are popular methods.

advantages are speed, feedback, and exhange. disadvantages are oral communication surfaces whenever a message has to pass through a number of people: the greater the number of people, the greater the distortion

Question 14

meetings

Answer 14

can be formal and informal. good interpersonal communication is critical for running effective meetings

Question 15

videoconferences and calls

Answer 15

permits the conduction of real-time meetings with people at different locations

Question 16

telephone

Answer 16

fast, effective, and less ambiguous than email.

Question 17

written communication

Answer 17

letters, PowerPoint, email, instant messaging, texting, social media websites, apps, blogs, and non-verbal communication

Question 18

channel richness

Answer 18

the amount of information that can be transmitted during a communication episode. higher richness means more communication can be done

Question 19

channel richness is…

Answer 19

a helpful framework for choosing your mode of communication

Question 20

whenever you need to argue a listener’s receptivity…

Answer 20

oral communication is the best option

Question 21

written communication is…

Answer 21

generally the most reliable mode for complex lengthy communications, and it can be the most efficient for short messages

use this mode when you want all information to be “on the record”

Question 22

controlled processing

Answer 22

a detailed consideration of evidence and information relying on facts, figures, and logic.

Question 23

automatic processing

Answer 23

a relatively superficial consideration of evidence and information using heuristics

Question 24

need for cognition

Answer 24

a personality trait of individuals depicting the ongoing desire to think and learn

Question 25

interest level

Answer 25

one of the best predictors of whether people will use an automatic or controlled process for reacting to a persuasive message

Question 26

prior knowledge

Answer 26

people who are well informed about a subject area are more likely to use controlled processing strategies

Question 27

personality

Answer 27

need for cognition, a personality trait of individuals who are most likely to be persuaded by evidence and facts

Question 28

message characteristics

Answer 28

another factor that influences whether people use an automatic or controlled processing strategy is the characteristics of the mssage. message provided through lean communication channels encourage automatic processing. messages provded to through richer channels encourage a more deliberative process

Question 29

choosing the message

Answer 29

the most important implication is to match your persuasive message to the type of processing your audience is likely to use

Question 30

filtering (barrier)

Answer 30

a sender’s manipulation of information so that it will be seen more favorably by the receiver

Question 31

selective perception (barrier)

Answer 31

important because the receivers int he communication process selectively see and hear based on their needs, motivations, experience, backgrounds, and other personal characteristics

Question 32

information overload (barrier)

Answer 32

a condition in which information inflow exceedx individual’s processing capacity

Question 33

emotions (barrier)

Answer 33

you may interpret the same message differently when you are angry or distraught than when you’re happy

Question 34

language (barrier)

Answer 34

even when you’re communicating in the same language, words mean different things to different people

Question 35

silence (barrier)

Answer 35

silence itself can be the message to communicate non-interest or the inability to deal with a topic

Question 36

communication apprehension (barrier)

Answer 36

undue tension and anxiety about oral, written, or both styles of communication

Question 37

lying (barrier)

Answer 37

outright misinterpretation of information, or lying.

Question 38

cultural barriers

Answer 38

semantics barriers, barriers caused by word connotations, barriers caused by differences in tone, and differences in tolerance for conflict and methods of resolving conflicts

Question 39

high-context cultures

Answer 39

cultures that rely heavily on non-verbal and subtle situational cues in communication

Question 40

low-context cultures

Answer 40

cultures that rely heavily on words to convey meaning in communication