Chapter 4 Flashcards
- What are the two basic forms of communications?
interpersonal communication - takes place between two or more individuals organizational communication
• many different forms, networks, and systems that occur among individuals, groups,
departments, and teams within an organization
- Define “communication.”
the exchange of information and meaning giving and receiving of information, signals, or messages through speaking, gestures,
writing, and other means
• system for sending and receiving messages
- Describe and identify the activities associated with conscious communications.
thinking
• use of senses internally . recreation of dialogues in an individual’s mind . structure of how one remembers experiences behaving . seen, felt, and heard . facial expressions, speech, gestures feeling
• emotional and physiological states of mind
- Communication can be delivered through numerous methods. Describe three mediums
through which communication takes place.
face-to-face conversation telephone conversation telephone conferencing voice mail meetings (face to face/virtual/remote) video/web conferencing e-mail BlackBerry® visual documents (word processing, graphs, charts)
fax
social media
- Identify several barriers to communications.
words and noise related to perception one-way communications criticism or sarcasm biasing or stereotyping overreacting hidden agendas stress mixed verbal and nonverbal messages cultural and language barriers variations in interpersonal trust
Managing the Organization
- Discuss six keys to how effective interpersonal communication skills can lead to positive
working relationships and communication competence.
• required by business
desired based on enjoyment productive work that creates satisfaction contributing to meet deadlines and meet goals trusting compatibility and common pursuits
- What are some communications missteps?
constantly checking the time focusing on a computer or TV screen frequently taking cell phone calls allowing unnecessary interruptions rushing conversations overstaying a welcome staring at people gossiping
eating while talking
• judging others
- How do verbal and nonverbal communications differ?
• verbal
paralinguistic: volume, rate, tone, pace, and articulation nonverbal
• body language to include gestures, facial expressions, environment
- Name and describe the three types of communication behaviors that can be used to influence others in the workplace.
• assertive
open and respectful of the rights of others; self-revealing/self-respecting aggressive
openly aggressive/concealed aggressive; gives little consideration for feelings of oth
ers passive 1 inhibited, self-denying, and conflict avoidant; ignores their own needs and wants
- Identify and discuss the differences between the three negative listening beliefs
- hopelessness
- belief that this is the way it has always been and will always be worthlessness
- belief that you don’t feel worthy of something helplessness
- belief that you are alone without others’ support
- What are the three listening competencies, and what role do they play in communication?
• skill
. proficiency, understanding, and judgment in communicating knowledge
• facts and range of information that needs to be processed attitude
way a person acts, feels, thinks; the person’s disposition
- Compare and contrast active and reflective listening.
active listening
• multi-sensory process of focusing listening energies toward another person’s communication style to create shared meaning
• reflective listening
one reflects one’s own understanding of the message received through the use of questioning, paraphrasing, mirroring, and reflecting
- Discuss and provide examples of approaches a manager may use when demonstrating
effective listening skills.
• asking questions
• paraphrasing
• gain clarification from senders
• reflecting
• reflecting feelings and attitudes and words of the speaker in communication
responses mirroring
managing body language and gestures in interactions given feedback received during the communication process
- Describe and discuss the two types of organizational communication channels, and provide
examples of each
• formal
- upward, downward, horizontal, external informal
• grapevine/liaison, management by walking around
- As a manager, identify some strategies you can adopt to ensure communication technologies are used effectively to establish positive working relationships.
• permanence
symbolic meaning
• experience with virtual technology
time constraints functional cultural differences accessibility to technology support and training
