Chapter 6 Flashcards
__________________ and _______________ define communication as “a process of sharing information through symbols, including words and message.”
Morris Philip Wolf, Shirley Kuiper
a process of sharing information through symbols, including words and message
Communication
Communication may be used to serve any of the following functions:
- Information function
- Motivation function
- Control function
- Emotive function
Information provided through communication may be used for decision-making at various work levels in the organization. A construction worker, for instance,
may be given instructions on the proper use of
certain equipment. This will later provide him
with a guide in deciding which equipment to use
in particular circumstances. Another concern is the manager who wants to make sure that his decision in promoting an employee to a higher position is correct. Through communication, the information provided will
minimize if not eliminate the risk. Which function of communication is being described?
Information function
Communication is also oftentimes used as a means to motivate employees to commit themselves to the organization’s objectives. Which function of communication is being described?
Motivation function
When properly communicated, reports, policies, and plans define roles, clarify duties, authorities and responsibilities. Effective control is, then, facilitated. Which function of communication is being described?
Control function
When feelings are repressed in the organization, employees are affected by anxiety, which, in turn, affects performance. Whatever types of emotions are involved, whether satisfaction, dissatisfaction, happiness, or bitterness, communication provides a means decrease the internal pressure affecting the
individual. Which function of communication is being described?
Emotive function
What are the eight steps of the communication process?
develop an idea, encode, transmit, receive, decode, accept, use, and provide feedback
This is the most important step in effective communication. It must be useful or of some value. An example of this is how to prevent accidents in workplaces.
develop an idea
The next step after developing an idea is to ________ the idea into words, illustrations, figures, or other symbols suitable for transmission. The method of transmission should be determined in advance so that the idea may be encoded to conform with the specific requirements of the identified method. An example of this message is using telefax as a means of transmission.
encode
After encoding, the message is now ready for ___________ through the use of an appropriate communication channel. Among the various channels used include the spoken word, body movements, the written word, television, telephone, radio, an artist’s paint, electronic mail, etc.
transmission
_________________ is very important so the message sent will reach and hold the attention of the receiver.
To achieve this, the communication channel must be free of barriers, or interference (sometimes referred to as noise).
Proper transmission
The next step in the communication process is the
actual ___________ of the message by the intended receiver.
receiving
means translating the message from the sender into a form that will have meaning to the recipient.
decoding
The factors that will affect the acceptance or rejection of a message are as follows:
- the accuracy of the message
- whether or not the sender has the authority to
send the message and/or require action - the behavioral implications for the receiver
The next step is for the receiver to ________ or _________
the message. Sometimes, this is partial. An example is provided as follows: A newly-hired employee was sent to a supervisor with a note from his superior directing the supervisor to accept the employee into his unit and to provide the necessary training and guidance.
accept , reject
If the message provides information of importance to a relevant activity, then the receiver could store it and
retrieve it when required. If the message requires a certain action to be made, then he may do so, otherwise, he discards it as soon as it is received. All of the abovementioned options will depend on his perception of the message. Which process of communication is being described?
Use
This is the last step in the communication process. Depending on the perception of the receiver, however, this important step may not be made.
provide feedback
Even if feedback is relayed, it may not reach the original sender of the message. This may be attributed to the effects of what?
communication barriers
Communication consists of two major forms:
- verbal
- nonverbal
___________________ are those transmitted through hearing or sight.
Verbal communications
Two Classes of Verbal Communication
- Oral Communication
- Written Communication
This mostly involves hearing the words of the sender, although sometimes, opportunities are provided for seeing the sender’s body movements, facial expression, gestures, and eye contact. Sometimes, feeling, smelling, tasting, and touching are involved.
Oral communication
This is where the sender seeks to communicate through the written word. This is, sometimes, preferred over the oral communication because of time and cost constraints. When a sender, for instance, cannot meet personally the receiver due to some reason, a written letter or memo is prepared and sent to the receiver.
Written communication
This is a means of conveying message through body language, as well as the use of time, space, touch, clothing, appearance, and aesthetic elements.
Nonverbal communication
This consists of gestures, bodily movement, posture, facial expression, and mannerisms of all kinds.
Body language
The barriers to communication may be classified generally as:
- personal barriers
- physical barriers
- semantic barriers
These are hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values, poor listening habits, sex, age, race, socioeconomic status, religion,
education, etc.
Personal barriers
These refer to interferences to effective communication occurring in the environment where the communication is undertaken. The very loud sound produced by a passing jet temporarily drowns out the voice of a guest delivering a speech. Such distraction does not allow full understanding of the meaning of the entire message and is an example of this.
Physical barriers
These include distances between people,
walls, a noisy jukebox near a telephone, etc. An office that is too tidy may sometimes inhibit a person from meeting the occupant of the office face-to-face. A menacing pet dog (or secretary) posted near the door may also prevent a person from directly communicating with the object person behind the door.
Physical barriers
This is the study of meaning as expressed in
symbols.
Semantics
Words, pictures, or actions are symbols that
suggest certain meanings. When the wrong meaning has been chosen by the receiver, misunderstanding occurs. Such error constitutes to which barrier of communication?
Semantic barrier
This may be defined as an interference with the reception of a message that occurs when the
message is misunderstood even though it is received
exactly as transmitted.
Semantic barrier
To eliminate problems due to noise,
selective perception, and distraction, the following are
recommended:
- Use feedback to facilitate understanding and
increase the potential for appropriate action. - Repeat messages in order to provide assurance _
that they are properly received. - Use multiple channels so that the accuracy of the
information may be enhanced. - Use simplified language that is easily understandable and which eliminates the possibility
of people getting mixed-up with meanings.
Communication may be classified as to the types of
flow of the message which are as follows:
downward communication
upward communication
horizontal communication
Downward communication refers to message flows
from higher levels of authority to lower levels. Among the purposes of downward communication are:
- to give instructions
- to provide information about policies and procedures
- to give feedback about performance
- to indoctrinate or motivate
Among the techniques used in downward communication are as follows:
letters, meetings, telephones, manuals, handbooks, and newsletters
These are appropriate when directives are complex
and precise actions are required.
Letters
When orders are simple but the result depends largely on employee morale, techniques that provide personal interchange like _________ and the ____________, are appropriate.
meetings , telephone
These are useful sources of information regarding
company policy, procedures, and organization. Unlike
using persons as sources of information, these are
available whenever it is needed.
Manuals
These provide more specific information about
the duties and privileges of the individual worker. It has also the advantage of being available whenever needed.
Handbooks
Identify which type of message flow are the following concerns under:
- problems and exceptions
- suggestions for improvement
- performance reports
- grievances and disputes
- financial and accounting information
Upward Communication
Identify which type of message flow are the following concerns under:
- implementation of goals, strategies, and objectives
- job instructions and rationale
- procedures and practices
- performance feedback
- indoctrination
Downward Communication
Identify which type of message flow are the following concerns under:
- interdepartmental coordination
- intradepartmental problem-solving
- staff advice to the departments
Horizontal Communication
These provide a mixture of personal, social, and.
work-related information. Articles about new hirings,
promotions, birthdays of employees, questions and
answers about work related issues are presented.
Newsletters
These refers to messages from persons in lower-level positions to persons in higher positions. The messages sent usually provide information on, work progress, problems encountered, suggestions for improving output, and personal feelings about work and non-work activities.
Upward communication
Among the techniques used in upward communication are:
formal grievance procedures, employee attitude and opinion surveys, suggestion systems, open-door policy, informal gripe sessions, task forces, and exit interviews
Grievances are part of a normally operating organization. To effectively deal with them, organizations provide a system for employees
to air their grievances. Which technique used in upward communication is being described?
Formal Grievance Procedures
any employee’s concern over a perceived violation of the labor agreement that is submitted to the grievance procedure for eventual resolution
Grievance
___________ and __________ define grievance as any employee’s concern over a perceived violation of the labor agreement that is submitted to the grievance procedure for eventual resolution.
Holley and Jennings
These represent an open, upward communication channel whereby employees can offer suggestions to management.
Grievances
Finding out what the employees think about the company is very important. The exercise, however, requires expertise find the company may not be prepared to do it. If the organization’s operation is large enough to justify such activity, then it must be done. If the assistance of an outside research firm. is considered, a benefit-cost analysis must he used as a deciding factor. Which technique used in upward communication is being described?
Employee Attitude and Opinion Surveys.
Suggestions from employees are important sources of cost-saving and production enhancing ideas. Even if majority of the suggestions are not feasible, a simple means of acknowledging them contributes to employee morale. Which technique used in upward communication is being described?
Suggestion Systems
This, even on a limited basis, provides the management with an opportunity to act on difficulties before they become full-blown problems.
Open-Door Policy
These can be used positively if management knows how to handle them. When employees feel free to talk and they are assured of not being penalized for doing so, then management will be spared with lots of efforts determining the real causes of problems in the company.
Informal Gripe Sessions
When a specific problem or issue arises, this may be created and assigned to deal with the problem or issue. Since membership of this consists of management and nonmanagement personnel, integration and teamwork are fostered, creativity is enhanced, and interpersonal skills are developed.
Task Forces
When employees leave an organization for any reason, it is to the advantage of management to know the real reason. If there are negative developments in the organization that management is not aware of, this may provide some of the answers.
Exit Interviews
This refers to messages sent to individuals or groups from another of the same organizational level or position.
Horizontal communication
The purposes of horizontal communication are:
- to coordinate activities between departments
- to persuade others at the same level of organization
- to pass on information about activities or feelings
Among the techniques appropriate for horizontal
communication are:
memos, meetings, telephones, picnics, dinners, and other social affairs
is defined as an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making
Management information system (MIS)
Management information system (MIS) is defined
by __________ and _________ is defined as an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making.
Boone , Kurtz
The MIS currently used by corporate firms consists
of __________ and ________________ for sending reports, memos, bulletins, and the like. The system allows managers of the different departments within the firm to communicate with each other.
written , electronically based systems
The MIS is established for various reasons. Wheelen
and Hunger enumerate them as follows:
- To provide a basis for the analysis of early warning signals that can originate both externally and internally.
- To automate routine clerical operations like payroll and inventory reports.
- To assist managers in making routine decisions
like scheduling orders, assigning orders to machines, and reordering supplies. - To provide the information necessary for management to make strategic or nonprogrammed
decisions.
The MIS is established for various reasons. ___________
and ____________ enumerate them as follows:
1. To provide a basis for the analysis of early warning signals that can originate both externally and internally.
2. To automate routine clerical operations like payroll and inventory reports.
3. To assist managers in making routine decisions
like scheduling orders, assigning orders to machines, and reordering supplies.
4. To provide the information necessary for management to make strategic or nonprogrammed
decisions.
Wheelen, Hunger
