Chapter 4 Terms Flashcards
Organizational Structure
the way managers design their firm to achieve the organization’s mission
Organizational Communication
the compounded interpersonal communication process across an organization
Vertical Communication
the flow of information both up and down the chain of command
Horizontal Communication
the flow of information between colleagues and peers
Grapevine
the information vehicle through which messages flow through the organization
Communication Process
a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback
Encoding
the sender’s process of putting the message into a form that the receiver will understand
Message
the physical form of the encoded information
Decoding
the receiver’s process of translating the message into a meaning form
Paraphrasing
the process of having the receiver restate the message in his or her own words
Feedback
the process of verifying messages
Emotional Labor
the expression of feeling through desired behavior
Empathic Listening
the ability to understand and relate to another’s situation and feelings
Reflecting Statements
paraphrase feelings back to the person
