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Management > Chapter 14: Managing Communication > Flashcards

Chapter 14: Managing Communication Flashcards

1
Q

Communication

A

the transfer and understanding of meaning

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2
Q

Interpersonal Communication

A

communication between two or more people

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3
Q

Organizational Communication

A

al the patterns, networks, and systems of communications within an organization

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4
Q

Functions of communication

A
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5
Q

Information Exchange

A

communication needed by individuals & work groups to make decisions (do their work)

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6
Q

Manage Behavior

A

formal/informal communications of information to control behaviors in individuals/organizations

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7
Q

Persuasion

A

communication to influence individuals/workgroups to believe in or commit to something

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8
Q

Motivate

A

communication to clarify what needs to be done, how well it is being done, and what can be done to improve performance

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9
Q

Emotional Expression

A

interaction that provides a way for employees to emotionally share their feelings

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10
Q

Communication Process

A

seven elements involved in transferring meaning from one person to another

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11
Q

Noise

A

any disturbances (including thoughts, and attitudes) that interfere with the transmission, receipt, or feedback of a message

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12
Q

Decoding Ease

A

the extent that the receiver can easily and accurately decode the message; is the responsibility of the sender

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13
Q

Nonverbal communication

A

communication transmitted without words

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14
Q

body language

A

gestures facial expressions, and other body movements that convey meaning (often carry greater impact than verbal communication)

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15
Q

Verbal intonation

A

an emphasis given to words or phrases (when speaking) that conveys meaning

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16
Q

Comparison Of communication methods:

A
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17
Q

High feedback Potential

A
  • face to face
  • telephone
  • computer conference
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18
Q

high complexity capacity

A

face-to-face

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19
Q

High Breadth Potential

A
  • face to face
  • bulletin boards
  • email
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20
Q

High confidentially

A
  • face to face
  • voice mail
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21
Q

High personal warmth

A

face to face

22
Q

High formality

A

Postal mail
publications

23
Q

low formality

A
  • face to face
  • telephone
  • voice mail
24
Q

Barriers to Communication

A
25
Q

Information Overload

A

occurs when information exceeds our processing capacity

26
Q

filtering

A

deliberate manipulation of information to make it appear more favorable to the receiver (tell only what they want to hear)

27
Q

Emotions

A

extreme emotions or becoming defensive reduces the ability to achieve mutual understandings

28
Q

Language/Jargon

A

specialized terminology/ technical language that members of a group use to communicate among themselves

29
Q

Silence

A

when prolonged, creates a perception of noninterest or unwillingness to engage, or that interpersonal concern is present

30
Q

National Culture

A

differences can act as distortions

31
Q

Overcoming Communication Barriers

A
32
Q
  1. Active Listening
A

An active search for meaning (hearing is passive)

Avoid premature judgement or interpretations

Develop empathy with the sender (listen from their point of view)

33
Q

Empathy

A

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

34
Q
  1. Use feedback
A

to clarify the meaning and understanding of the message. The key to true communications

35
Q
  1. Simplify language
A

tailor message to the audience

36
Q
  1. Constrain Emotions
A

clouds, distorts communication

37
Q
  1. Watch non-verbal’s
A

actions speak louder than words

38
Q

Communication Networks (formal and informal)

A

The variety of patterns of vertical and horizontal flows of organizational communication

39
Q

Grapevine

A

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)

40
Q

Lateral Communication

A

communication that takes place among any employees on the same organizational level (among managerial colleagues)

41
Q

Diagonal Communication

A

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

42
Q

Ethical communication

A

Communication that:
includes all relevant information (transparency),
➢is true in every sense,
➢is not deceptive in any way.

43
Q

Managing Organizational Knowledge

A

make it easier for employees to share their knowledge so they can learn from each other and improve overall organizational performance (knowledge management)

44
Q

Choosing the Right Media

A

managers need to understand the situations in which one or more media facilitates effective communication

45
Q

Lack of personal (face-to-face) interaction

A
  • 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
46
Q

Legal and security issues/cybersecurity

A
  • Inappropriate use of company e-mail and instant messaging
  • loss of confidential and proprietary information due to inadvertent or deliberate dissemination, or to hackers
47
Q

Communicating effectively in a diverse workplace

A

Culture is learned, acted out, transmitted, and preserved through communication
- Seek to understand cultural effects on language
- Cultural norms affect understanding and interaction

48
Q

Open workplaces

A

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

49
Q

Communicating effectively with customers

A

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

50
Q

Missionary Salesperson

A

provides support after the sale of a product or service (proactive approach)

51
Q

Active Listening

A

listening for full meaning without making premature judgements or interpretations

52
Q

Active listeners

A
  • 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

Management (4 decks)

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