Chapter 13

Question 1

What is a strategic conversation?

Answer 1

• Strategic conversation refers to dialogue across boundaries and hierarchical levels about the team or organization’s vision, critical strategic themes, and the values that help achieve important goals.

Question 2

What is communication?

Answer 2

• Communication is the process by which information is exchanged and understood by two or more people.

Question 3

What are the components of the model of communication? Explain how it works.

Answer 3

• The sender _encodes _the idea by selecting symbols with which to compose a message and selecting a communication channel; the receiver decodes the symbols to interpret the meaning of the message.
• The _message _is the tangible formulation of an idea to be sent to the employee.
• The _channel _refers to the medium by which a message is sent, such as a phone call, blog, or text message.
• The sender _encodes _the idea by selecting symbols with which to compose a message and selecting a communication channel; the receiver _decodes _the symbols to interpret the meaning of the message.
• _Feedback _occurs when the receiver responds to the sender’s communication with a return message.

Question 4

What is open communication?

Answer 4

• _Open communication _means sharing all types of information throughout the organization and across functional and hierarchical boundaries.

Question 5

What is the difference between a centralized network and a decentralized network?

Answer 5

• A _centralized network _is a communication structure in which team members communicate through a single individual to solve problems or make decisions.
• A decentralized network is a communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 6

How do men and women differ in terms of purposes of conversations?

Answer 6

• Men’s conversations tend to focus on hierarchy—competition for relative power.
• For most women, although certainly not all, conversation is primarily a language of rapport, a way to establish connections and negotiate relationships.

Question 7

How do men and women differ in decision-making styles?

Answer 7

• When women make decisions, they tend to process and think of options out loud.
• Men process internally until they come up with a solution.

Question 8

How do men and women differ in terms of success in collaborative environments?

Answer 8

• Women typically score higher than men on abilities such as motivating others, fostering communication, and listening, abilities that are more important than ever when organizations are going through tough times.

Question 9

How do men and women differ in terms of interpretation of nonverbal messages?

Answer 9

• Women believe that good listening skills involve making eye contact and demonstrating understanding by nodding.
• To men, listening can take place with minimum eye contact and almost no nonverbal feedback.
• Further, when a man nods, it means he agrees.
• When a woman nods, it communicates that she is listening.
• Women tend to be better at interpreting nonverbal communication.

Question 10

What is channel richness?

Answer 10

• Channel richness is the amount of information that can be transmitted during a communication episode.

Question 11

What three characteristics influence the capacity of an information channel?

Answer 11

• the ability to handle multiple cues simultaneously
• the ability to facilitate rapid, two-way feedback
• the ability to establish a personal focus for the communication.

Question 12

Which communication channels are higher in channel richness and which channels are lower in channel richness?

Answer 12

• Higher:
  
  • face-to-face communication
  • telephone
• Lower:
  
  • electronic messages
  • letters and memos
  • reports/bulletins

Question 13

Under what circumstances is it best not to use email?

Answer 13

• When you are angry.
• When your message may be misunderstood.
• When you are cancelling or apologizing.
• When you are rebuking or criticizing.

Question 14

How do you communicate to persuade and influence others?

Answer 14

• Establish credibility.
• Build goals on common ground.
• Connect emotionally.
• Use multiple media to send important messages.
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Question 15

What is communication apprehension?

Answer 15

• Communication apprehension is an individual’s level of fear or anxiety associated with interpersonal communication.

Question 16

How do you communicate with candor?

Answer 16

• Use “I” statements.
• Stick to facts rather than judgments.
• Be clear, specific, and direct in your requests.

Question 17

How does asking questions benefit managers and employees?

Answer 17

• Asking questions builds trust and openness between managers and employees.
• Asking questions builds critical thinking skills.
• Questions stimulate the mind and give people a chance to make a difference.

Question 18

What does listening involve?

Answer 18

• Listening involves the skill of grasping both facts and feelings to interpret a message’s genuine meaning.

Question 19

What is nonverbal communication?

Answer 19

• _Nonverbal communication _means communicating through actions, gestures, facial expressions, and behavior rather than through words.

Question 20

What are formal communication channels?

Answer 20

• Formal communication channels are those that flow within the chain of command or task responsibility defined by the organization.

Question 21

What is downward communication? Provide some examples.

Answer 21

• Downward communication refers to the messages and information sent from top management to subordinates in a downward direction. M
• Managers can communicate downward to employees in many ways. Some of the most common are through speeches, videos, blogs, podcasts, and company intranets.

Question 22

What topics typically are the focus of downward communication?

Answer 22

• Goals and strategies.
• Job instructions and rationale.
• Procedures and practices.
• Performance feedback.
• Indoctrination.

Question 23

What is upward communication?

Answer 23

• Formal upward communication includes messages that flow from the lower to the higher levels of the organization’s hierarchy.

Question 24

What types of information are communicated upward in organizations?

Answer 24

• Problems and exceptions.
• Suggestions for improvement.
• Performance reports.
• Grievances and disputes.
• Financial and accounting information.
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Question 25

What is horizontal communication in organizations?

Answer 25

• _Horizontal communication _is the lateral or diagonal exchange of messages among peers or coworkers.
• It may occur within or across departments.
• The purpose of horizontal communication is not only to inform but also to request support and coordinate activities.

Question 26

What are the three categories of horizontal communication?

Answer 26

• Interdepartmental problem solving
• Interdepartmental coordination
• Change initiatives and improvements

Question 27

What are personal communication channels?

Answer 27

• Personal communication channels exist outside the formally authorized channels.
• These informal communications coexist with formal channels but may skip hierarchical levels, cutting across vertical chains of command to connect virtually anyone in the organization.

Question 28

What is personal networking?

Answer 28

• _Personal networking _refers to the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.

Question 29

What is the grapevine?

Answer 29

• Gossip typically travels along the grapevine, an informal, person-to-person communication network that is not officially sanctioned by the organization.

Question 30

What are the four primary skills for managers to follow when communicating in a crisis?

Answer 30

• Stay calm, listen hard.
• Be visible.
• Get the awful truth out.
• Communicate a vision for the future.

Question 31

What are the 8 types of nonverbal communication?

Answer 31

1. Facial Expressions: Facial expressions for happiness, sadness, anger, and fear are similar throughout the world.
2. Gestures: Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts
3. Paralinguistics: Paralinguistics refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection, and pitch.
4. Body Language and Posture
5. Proxemics: People often refer to their need for “personal space,” which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, cultural expectations, situational factors, personality characteristics, and level of familiarity.
6. Eye Gaze: The eyes play an important role in nonverbal communication and such things as looking, staring, and blinking can also be important nonverbal behaviors.
7. Haptics: Communicating through touch is another important nonverbal behavior.
8. Appearance: Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication.