Chapter 14: Managing Communication Flashcards
Communication
the transfer and understanding of meaning
Interpersonal Communication
communication between two or more people
Organizational Communication
al the patterns, networks, and systems of communications within an organization
Functions of communication
Information Exchange
communication needed by individuals & work groups to make decisions (do their work)
Manage Behavior
formal/informal communications of information to control behaviors in individuals/organizations
Persuasion
communication to influence individuals/workgroups to believe in or commit to something
Motivate
communication to clarify what needs to be done, how well it is being done, and what can be done to improve performance
Emotional Expression
interaction that provides a way for employees to emotionally share their feelings
Communication Process
seven elements involved in transferring meaning from one person to another
Noise
any disturbances (including thoughts, and attitudes) that interfere with the transmission, receipt, or feedback of a message
Decoding Ease
the extent that the receiver can easily and accurately decode the message; is the responsibility of the sender
Nonverbal communication
communication transmitted without words
body language
gestures facial expressions, and other body movements that convey meaning (often carry greater impact than verbal communication)
Verbal intonation
an emphasis given to words or phrases (when speaking) that conveys meaning
Comparison Of communication methods:
High feedback Potential
- face to face
- telephone
- computer conference
high complexity capacity
face-to-face
High Breadth Potential
- face to face
- bulletin boards
High confidentially
- face to face
- voice mail
High personal warmth
face to face
High formality
Postal mail
publications
low formality
- face to face
- telephone
- voice mail
Barriers to Communication
Information Overload
occurs when information exceeds our processing capacity
filtering
deliberate manipulation of information to make it appear more favorable to the receiver (tell only what they want to hear)
Emotions
extreme emotions or becoming defensive reduces the ability to achieve mutual understandings
Language/Jargon
specialized terminology/ technical language that members of a group use to communicate among themselves
Silence
when prolonged, creates a perception of noninterest or unwillingness to engage, or that interpersonal concern is present
National Culture
differences can act as distortions
Overcoming Communication Barriers
- Active Listening
An active search for meaning (hearing is passive)
Avoid premature judgement or interpretations
Develop empathy with the sender (listen from their point of view)
Empathy
the ability to recognize and understand another person’s feelings and thoughts - fosters open communication
Listening with empathy helps us become better active listeners
Requires two key actions
-Mindfulness: placing our attention on the feelings and emotions being displayed verbally & nonverbally by others
- Incorporating our understanding of another person’s feelings and thoughts into our communications
- Use feedback
to clarify the meaning and understanding of the message. The key to true communications
- Simplify language
tailor message to the audience
- Constrain Emotions
clouds, distorts communication
- Watch non-verbal’s
actions speak louder than words
Communication Networks (formal and informal)
The variety of patterns of vertical and horizontal flows of organizational communication
Grapevine
the informal organizational communication network
Know that it exists in all organizational
Can be used as a communication filter and/or feedback mechanism for management (to understand behavior)
Lateral Communication
communication that takes place among any employees on the same organizational level (among managerial colleagues)
Diagonal Communication
communication that cuts across work areas and organizational levels (borders)
Both are expected but often not explained during the hiring or promotion process. Formal training often not provided
Ethical communication
Communication that:
includes all relevant information (transparency),
➢is true in every sense,
➢is not deceptive in any way.
Managing Organizational Knowledge
make it easier for employees to share their knowledge so they can learn from each other and improve overall organizational performance (knowledge management)
Choosing the Right Media
managers need to understand the situations in which one or more media facilitates effective communication
Lack of personal (face-to-face) interaction
- Being connected is not the same as face-to-face contact
- difficulties can occur in achieving understanding and collaboration in virtual environments
body language is nullified
Requires extra effort to be clear about the message each and every time
Legal and security issues/cybersecurity
- Inappropriate use of company e-mail and instant messaging
- loss of confidential and proprietary information due to inadvertent or deliberate dissemination, or to hackers
Communicating effectively in a diverse workplace
Culture is learned, acted out, transmitted, and preserved through communication
- Seek to understand cultural effects on language
- Cultural norms affect understanding and interaction
Open workplaces
workplaces with few physical barriers and enclosers
- thought to increase face-to-face communication by maximizing visibility (and accountability)
- research indicated a review of the benefits is in order
Communicating effectively with customers
Develop a strong service culture focused on the personalization of service to each customer
- Listen and respond to the customer
- provide access to needed information for product, service and the organization
Missionary Salesperson
provides support after the sale of a product or service (proactive approach)
Active Listening
listening for full meaning without making premature judgements or interpretations
Active listeners
- Don’t interrupt
- Paraphrase what’s been said
- Avoid distracting actions or gestures
- Ask questions
- Show empathy
- Show interest by making eye contact
- Exhibit affirmative head nods and appropriate facial expressions
