Chapter 13 - Managing Communication

Question 1

Organizational Conversation

Answer 1

involve a give-and-take exchange of information

Question 2

Grapevine

Answer 2

an informal, person-to-person communication network (gossiping)

Question 3

Non-verbal communication

Answer 3

refers to messages sent through human actions and behavior rather than through words
- can get confusing when body language doesn’t match what is being said

Question 4

Communication channel

Answer 4

the medium by which the message is sent

Question 5

Listening

Answer 5

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

Question 6

how much time do managers spend on direct communication?

Answer 6

80% of every working day is spent on communication

Question 7

Centralized vs Decentralized networks

Answer 7

centralized network: team members must
communicate through one individual to solve
problems or make decisions.
- Effective for large teams because it limits the number of people involved in decision making

decentralized network: people can communicate freely with other team members.
- Best for complex, difficult work environments where teams need a free flow of communication

Question 8

Communication process

Answer 8

by which information is exchanged and understood by two or more people

Question 9

Upward, downward, horizontal communication & when are they appropriate to be utilized?

Answer 9

Upward - includes messages
that flow from the lower to the higher levels of the organization’s hierarchy
Downward - most typical formal communication
Horizontal - across different departments among peers and coworkers

Question 10

How does social media play into organizational communications?

Answer 10

• used to help listen & communicate with customers
• engage employees

Question 11

Channel Richness

Answer 11

the amount of information that can be transmitted during a communication episode