Chapter 15 Flashcards
Communication
The process of transmitting information from one person or place to another
- basic management process cannot be performed without effective communication
- management process involves planning, organizing, leading, and controlling.
Perception
The process by which individuals attend to,organize, interpret, and retain information from their environments
-people experience stimuli through their perceptual filters
Perceptual filters
The personality-,psychology-, or experience-based differences that influence people to ignore or pay attention to particular stimuli
Selective perception
The tendency to notice and accept objects and information consistent with our values, beliefs, and expectations, while ignoring or screening inconsistent information
-A major contributor to misunderstandings and miscommunication
Closure
The tendency to fill in gaps of missing information by assuming that what we don’t know is consistent with what we already know
-Inaccurate information can create problems for organizations
Attribution theory
The theory that we all have a basic need to understand and explain the causes of other peoples behavior
Used to explain people’s behavior
- internal attribution: behavior is thought to be voluntary or under the control of the individual
- external attribution: behavior is thought to be involuntary and outside of the control of the individual
Encoding
Putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver
Decoding
The process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message
Feedback to sender
In the communication process, a return message to the sender that indicates the receivers understanding of the message
Formal communication channel
The system of official channels that carry organizationally approved messages and information
Downward communication
Communication that flows from higher to lower levels in an organization
Upward communication
Communication that flows from lower to higher levels in an organization
Horizontal communication
Communication that flows among managers and workers who are at the same organizational level
Coaching:
Communicating with someone for the direct purpose of improving the persons on the job performance or behavior
- managers should avoid
- waiting for a problem arise
- waiting too long after mistakes happen
Counseling
Communicating with someone about non-job related issues that may be affecting or interfering with the persons performance
-Employee assistance program (EAP)
Nonverbal communication:
Any communication that does not involve words
- accompanies verbal communication
- May either support and reinforce the verbal message or contradict it
-Types
Kinesics: movement’s of the body and face
Paralanguage: the pitch, rate, tone, volume, and speaking pattern
Communication medium
The method used to deliver an oral or a written message
-Oral communication
Destructive feedback
Feedback that disapproves without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient
Constructive feedback
Feedback intended to be helpful,corrective, and or encouraging
-Must be immediate, focused on specific behaviors, and problem-oriented
Bystander effect
Ignoring widely known organizational problems under the assumption that someone else will fix them
Company hotlines
Phone numbers that anyone in the company can call anonymously to leave
Survey feedback
Information that is collected by surveys
