chapter 16 Flashcards

1
Q

communication

A

the act of transmitting information, thoughts, and processes through various channels.

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2
Q

Shannon weaver model

A
  • assumes that communication relies on two main components: the sender of the message (also known as the source) and the receiver of the message
  • sometimes the flow of messages is interrupted by noise
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3
Q

noise

A

anything that hampers communication between the sender and the receiver

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4
Q

oral communication

A

the exchange of info, ideas, and processes verbally, either one on one or as a group

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5
Q

written communication

A

makes use of the written word in the form of reports, memos, and letters to communicate messages

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6
Q

electronic communication

A

the transmission of messages through e-mail, videoconferencing, blogs, fax, instant messaging, texting, voice mail, and social networking.

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7
Q

nonverbal communication

A

the transmission of wordless cues between people

ex: facial expressions, eye gaze, tone of voice, and the way we talk, stand, dress, and present ourselves

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8
Q

barriers to communication

A

obstacles that interrupt the flow of conveying and receiving messages

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9
Q

key barriers include:

A
  • filtering
  • emotions
  • information overload
  • differing perceptions

overcoming these communication barriers involves active listening, challenging our assumptions about other people and situations, and seeking advice from others to clarify our perceptions

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10
Q

filtering

A

involves a deliberate distortion of info by somebody who first screens. a message from a sender and manipulates it before sending in on to a receiver

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11
Q

emotions

A

intense feelings directed at a specific object or person

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12
Q

information overload

A

the exposure to overwhelming amounts of information

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13
Q

differing perceptions

A

where our interpretation of situations clashes with the perceptions of others, leading to confusion and misconception

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14
Q

illustrate the types of communication networks in organizations

A

the flow of communication in an organization can move in three main directions depending on how an organization is structured

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15
Q

downward communication

A

sends messages from the upper levels of the organizational hierarchy to the lower levels

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16
Q

upward communication

A

sends messages from the lower levels of the organiztioanl hierarchy to the higher levels

17
Q

lateral communication

A

sends messages between and among similar hierarchical levels across organizations

18
Q

formal networks

A

transmit the messages established and approved by the organizational hierarchy

19
Q

informal networks

A

handle the unofficial sharing of info between employees and across company divisions

20
Q

discuss the importance of effective cross cultural communication

A
  • the ability to communicate across different cultures is essential to building trust in organizations
21
Q

key barriers to cross-cultural communication include:

A
  • ethnocentrism (the tendency to believe your culture or ethnicity is superior to everyone else’s)
  • the use of language such as slang
  • euphemisms (or proverbs)

overcoming these barriers involves learning a few key phrases, getting to know different cultures, promoting appreciation of cultural differences, being open to trying new things, and being accommodating to different customs and traditions