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Engineering Management > Chapter 6: Communicating > Flashcards

Chapter 6: Communicating Flashcards

1
Q

a process of sharing information through symbols, including words and messages

A

Communication

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2
Q

may happen between superior and subordinate, between peers, between a manager and a client …

A

Communication

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3
Q

must be made for a purpose and because it has a cost attached to it, it must be used effectivelty

A

Communication

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4
Q

Functions of Communication

A

Information Function
Motivation Function
Control Function
Emotive Function

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5
Q

Communication Process

A

Develop an Idea
Encode
Transmit
Receive
Decode
Accept
Use
Provide Feedback

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6
Q

the most important step in effective communication

A

Developing an Idea

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7
Q

to ____ idea into words, illustrations, figures, or other symbols suitable for transmission

A

Encode

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8
Q

is very important so the message sent will reach and hold the attention of the receiver

A

Transmission

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9
Q

Translating the message from the sender into a form that will have meaning to the recipient

A

Decode

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10
Q

Factors that affect the acceptance or rejection of a message

A

Accuracy of the message
whether or not sender has authority
behavioral implications for the receiver

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11
Q

The last step in the communication process

A

Provide Feedback

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12
Q

Forms of Communication

A

Verbal
Nonverbal

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13
Q

Are those transmitted through hearing or sight

A

Verbal Communication

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14
Q

Classes of Verbal Communication

A

Oral
Written

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15
Q

mostly involves hearing the words of the sender, although sometimes, opportunities are provided for seeing the sender’s body movements,…

A

Oral Communication

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16
Q

the sender seeks to communicate through the written word

A

Written Communication

17
Q

Is a means of conveying message through body language, as well as the use of time, space, touch, …

A

Nonverbal Communication

18
Q

consists of gestures, bodily movement, posture, facial expressions, and mannerisms

A

Body Language

19
Q

Barriers to Communication

A

Personal Barriers
Physical Barriers
Semantic Barriers

20
Q

are hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values,…

A

Personal Barrier

21
Q

refer to interferences to effective communication occurring in the environment where the communication is undertaken

A

Physical Barrier

22
Q

is the study of meaning as expressed in symbols

A

Semantics

23
Q

Interference with the reception of a message that occurs when the message is ,misunderstood even though it is received exactly as transmitted

A

Semantic Barrier

24
Q

Overcoming barriers to communication

A

use feedback
repeat messages
use multiple channels
use simplified language

25
Q

communication classified as to the types of flow of the message

A

Downward Communication
Upward Communication
Horizontal Communication

26
Q

refers to the message flows from higher levels of authority to lower levels

A

Downward Communication

27
Q

are appropriate when directives are complex and precise actions are required

A

Letters

28
Q

are useful sources of information regarding company policy, procedures, and organization

A

Manuals

29
Q

provide more specific information about the duties and priveleges of the individual worker

A

Handbook

30
Q

provide a mixture of personal, social and work-related information

A

Newsletters

31
Q

refers to messages from persons in lower-level positions to persons in higher positions

A

Upward Communication

32
Q

Upward Communication Techniques

A

Formal Grievance Procedures
Employee Attitude and Opinion Surveys
Suggestion Systems
Open-Door Policy
Informal Gripe Sessions
Task Forces
Exit Interviews

33
Q

are part of a normally operating organization

A

Grievances

34
Q

provides the management with an opportunity to act on difficulties before they become full-blown problems

A

Open-Door Policy

35
Q

may be created and assigned to deal with the problem or issue

A

Task Force

36
Q

refers to messages sent to individuals or groups from another of the same organizational level or position

A

Horizontal Communication

37
Q

is defines as an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision making

A

Management Information System (MIS)

Engineering Management (7 decks)

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