Chapter 11: Managers and Communication

Question 1

What Is Communication?

Answer 1

• Communication - the transfer and understanding of meaning.
• Transfer means the message was received in a form that can be interpreted by the receiver.
• Understanding the message is not the same as the receiver agreeing with the message.
• Interpersonal Communication - communication between two or more people.
• Organizational Communication - all the patterns, networks, and systems of communications within an organization.

Question 2

What are the Functions of Communication?

Answer 2

1. Control
   –Formal and informal communications act to control individuals’ behaviors in organizations.
2. Motivation
   –Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance.
3. Emotional Expression
   –Social interaction in the form of work group communications provides a way for employees to express themselves.
4. Information
   –Individuals and work groups need information to make decisions or to do their work.

Question 3

What are the Barriers to Communication?

Answer 3

•Filtering - the deliberate manipulation of information to make it appear more favorable to the receiver.
•Emotion - disregard rational and objective thinking processes and substitute emotional judgments
•Information overload - occurs when information exceeds our processing capacity.
•Defensiveness - When threatened, reacting in a way that reduces the ability to achieve mutual understanding.
•Language - The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages.
–Jargon - specialized terminology or technical language that members of a group use to communicate among themselves.
•National Culture - Culture influences the form, formality, openness, patterns and use of information in communications.

Question 4

How to Overcome the Barriers to Effective Interpersonal Communications?

Answer 4

•Use Feedback
–To eliminate misunderstanding and inaccuracies
•Simplify Language
–Using jargon only with those who know what it means
•Listen Active
•Constrain Emotions
•Watch Nonverbal Cues

Question 5

What is non-verbal communication?

Answer 5

• Nonverbal communication - communication transmitted without words.
• Body language - gestures, facial configurations, and other body movements that convey meaning.
• Verbal intonation - an emphasis given to words or phrases that conveys meaning.