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Management > chapter 15 > Flashcards

chapter 15 Flashcards

1
Q

communication

A

transfer of info and understanding from one person to another

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2
Q

efficient communicator

A

transmit message accurately in the least amount of time

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3
Q

effective communicator

A

intended message is accurately understood by the other person

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4
Q

communication process

A

sender transmitting a message through media to a receiver who responds

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5
Q

sender

A

person wanting to share info– called a message
sender –> message –> receiver

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6
Q

receiver

A

person for whom the message is intended
sender –> message –> receiver

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7
Q

encoding

A

translating a message into understandable symbols or language
sender (encoding) –> message –> (decoding) receiver

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8
Q

decoding

A

interpreting and trying to make sense of the message
sender (encoding) –> message –> (decoding) receiver

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9
Q

medium

A

pathway by which a message travels
- email, text, note, zoom, in person
sender (encoding) –> message (medium) –> (decoding) receiver

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10
Q

feedback

A

receiver expresses their reaction to the senders message

essential for effective communication bc enables person sending the message to assess whether the receiver understood it the way the sender intended, and if they agree on it

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11
Q

paraphrasing

A

people restate in their own words the crux of what they heard or read
–> requires critical thinking

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12
Q

noise

A

any disturbance that interferes with the transmission or understanding of a message

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13
Q

physical noise

A

literal noise, ex humming from lights, loud ventilating system, construction work, phone ringing

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14
Q

psychological noise

A

individual differences such as personality, attitudes, emotions (fear, sadness), beliefs (tune off when disagree), or thoughts affecting ability to encode and decode messages

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15
Q

semantic noise

A

words used when communicating, and it can occur during encoding or decoding
- stumble over each other languages
- sayings

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16
Q

jargon

A

semantic noise, terminology specific to a particular profession or group

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17
Q

physiological noise

A

physical symptom impairment. ex being sick and not focusing

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18
Q

pros and cons of written communication

A

pros :
- record of communication
- no regard of time zones
- primarily brief

cons :
- fail to convey important nuances
- easily misinterpreted

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19
Q

media richness

A

how well a particular medium conveys info and promotes learning

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20
Q

rich medium

A
  • better at conveying info
  • multiple cues communication can rely on to interpret messages (body language and tone)
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21
Q

contingency model for media selection

A

high media richness
face to face – immediate feedback
video conferences
phone
personal written media (email, text, letters)
impersonal written media (newsletter, fliers, gen reports) – 1 cue (written message) and no immediate feedback

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22
Q

rich medium is best for

A

nonroutine and complex situations and to avoid oversimplification

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23
Q

lean medium is best for

A

routine situations and to avoid overloading

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24
Q

information overload

A

delivery of more info than necessary

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25
Q

information oversimplification

A

doesnt provide enough of the info the receiver needs and wants

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26
Q

difference in media richness

A
  • leaner if impersonally blanket a large audience and are anonymous
  • richer if mix personal textual and video info that prompts quick conversational feedback
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27
Q

formal communication

A

official, memos, letters, reports, announcements– supposed to be routed
vertical - upward and downward
horizontal - laterally (sideways)
external - outside org

28
Q

vertical communicaion

A

internal
up and down chain of command.
boss communicates with subordinates, subordinates communicate with bosses
more management levels message passes the more distortion

29
Q

upward communication

A
  • lower to higher levels
  • employee to immediate manager and so on
  • weekly progress report email to supervisor
  • employees are less likely to pass on bad news when they dont trust their boss
29
Q

downward communication

A
  • from higher to lower levels
  • face to face, or meetings, email, company publications
30
Q

horizontal communication

A

internal
flows within and between work units, main purpose is coordination
- talk with peers within org
- share info, coordinate tasks, solve problems, resolve conflicts, and garner support of peers

31
Q

external communication

A

between people inside and outside the org
- stakeholders - customers, suppliers, shareholders
- key to grow small business and boost known ones

31
Q

disruption of horizontal communication in org

A
  1. specialization – people focus only on their job rather than collab
  2. competition or rivalry between workers/ work units that prevent sharing info
  3. org culture discourages collaboration, cooperation, and innovation
  4. incentive systems rewards individual behavior over collaboration
    strong horizontal communication is essential for innovation – key source of sustainable competitive advantage
32
Q

informal communication

A

develop outside formal structure and do not follow the chain of command
- more spontaneous, skip management levels, and cut across lines of authority
grapevine and face to face communication

33
Q

grapevine

A

unofficial communication of informal org, network of in-person communication aka gossip
- can be good in spreading important org info
avoid negative effects by
1. rely on an open door policy – direct and easy access to management
2. provide fast and transparent info – dealing with a crisis or org change
3. quickly respond to gossip – use rich and lean communication media to correct erroneous gossip
4. be a role model – dont let employees hear you gossip

34
Q

face to face communication

A

builds relationships and trust, shows respect for employees as individuals and highly motivating

35
Q

communication barriers

A

produce noise and interfere with how messages are transmitted or understood

36
Q

sender barrier

A

no message gets sent
- manager has an idea but does not voice it because of fear of critiism

37
Q

encoding barrier

A

message is not expressed correctly
- different languages

38
Q

medium barrier

A

communication channel is blocked
- computer network is down

39
Q

decoding barrier

A

recipient doesnt understand the message
- didnt sleep well

40
Q

receiver barrier

A

no message gets received
- texting during class so dont know what was talked about during announcements

41
Q

feedback barrier

A

recipient doesnt respond enough
- only nodding instead of repeating

42
Q

false info

A
  • encoding : sender purposefully distort info
  • medium : news outlets fail to report important info
  • receiver : groups interpret info according to personal bias rather than factual assessment
  • feedback : receiver fails to comment on an issue because they have diff perspectives
43
Q

physical barriers

A

sound, time, space
- technology issues : crashed laptops, bad phone reception
- noise : construction noise or talking
- physical distance : too much or not enough distance between people
- too much physical distance : lovers of face to face transition to zoom
- not enough physical distance : everyone cramped together in an open office

44
Q

personal barriers

A

individual attributes that hinder communication
- variable skills in communicating effectively
- variation in way to process and interpret info
- variation in trustworthiness and credibility
- attentional issues
- generational differences

45
Q

mindlessness and attentional issues

A

state of reduced attention. expressed in behavior that seems rigid or thoughtless
- focus on one thing at a time
- take a digital break

46
Q

variable skills in communicating effectively

A
  • some people are better communicators than others : vocab, speaking, facial expressions, eye contact
  • better communication skills can be learned
47
Q

cross cultural barriers

A
  • language differences
  • communication style differences
48
Q

nonverbal communication

A

messages sent outside of the written or spoken word
- eye contact : interest and attention
- facial expressions
- body movement and gesture : observe how others behave, be mindful of power dynamics, set own boundaries and respect those of others
- touch

49
Q

gender differences

A
  • differences in communication across gender
  • differences result of socialization rather than biology
50
Q

social media

A

web based and mobile techs to generate interactive dialogue with members of a network

51
Q

crowdsourcing

A

obtain needed services, ideas, or content by contributions from a large group of people via the internet
- boosts product quality
- speed up processes
- increase creativity

52
Q

cyberloafing

A

using internet at work for personal use
- lost productivity

53
Q

microaggresions

A

acts of unconscious bias including tiny but repeated actions (interrupting, mispronouncing, mistaking someones name, avoiding eye contact)

54
Q

misinformation

A

information taht is false but not created with the intention of causing harm

55
Q

disinformation

A

information that is false and deliberately misleading

56
Q

social media policy

A

who, how, when, and for what purpose of social media use, and the consequences for noncompliance

57
Q

effective social media policy

A
  1. identifies sites employees may use at work
  2. identifies who speaks for the company and for what purpose
  3. clarifies distinction between personal and work related posts
  4. requires professional behavior online
  5. upholds confidentiality– dont disclose info about company related matters
  6. includes clear approval process for posts
  7. specifies consequences of violations
58
Q

nondefensive communication

A

assertive, direct, and powerful

59
Q

defensive communication

A

aggression, attacking, angry communication, or passive, withdrawing communication
- avoid defensiveness triggers
- allow emotions to settle
- manage your intentions

60
Q

empathy

A

ability to recognize and understand another persons feelings and thoughts
- fosters open communication and beneficial

61
Q

cognitive empathy

A

identify how another person feels and consider what they may be thinking

62
Q

emotional empathy

A

physically feel what another feels

63
Q

compassionate empathy

A

not only grasp persons thinking process and feel their feelings, but moved to help in some way
- comes after mastering cognitive and emotional empathy

Management (16 decks)

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