Chapter 34 Flashcards
Is stress good or bad
Both
What is burnout
A pattern of emotional, physical and mental exhaustion in response to chronic job stressors.
What is communication
The transmission of information and understanding through the use of common symbols
What is noise
Interference in the flow of a message from a sender to a receiver.
What is non-verbal communication
Messages sent with body posture, facial expression and head and eye movements.
What are barriers for communication
- Frame of reference
- Selective learning
- Value judgement
- Filtering
- Source credibility
How we can improve communication within organization
- Following up
- Utilizing feedback
- Empathy
- Regulating information flow
- Repetition
What are 2 types of communication
1- Formal
2- Informal
What are 2 directions of communication
- Downward communication
2. Upward communication
What is downward communication
Communication that flows from individual in higher levels of the organization’s hierarchy to those in lower levels.
What is upward communication
Communication that flows from individuals at lower levels of the organizational structure to those at higher levels.
What is horizontal communication
Communication that flows across functions in an organization
What is vertical communication
Communication that cuts across functions and levels in an organization.
How we find out what happens at work
- Newsletter
- Bulletin board
- Gossip
