Chapter 6: Communicating Flashcards
a process of sharing information through symbols, including words and messages
Communication
may happen between superior and subordinate, between peers, between a manager and a client …
Communication
must be made for a purpose and because it has a cost attached to it, it must be used effectivelty
Communication
Functions of Communication
Information Function
Motivation Function
Control Function
Emotive Function
Communication Process
Develop an Idea
Encode
Transmit
Receive
Decode
Accept
Use
Provide Feedback
the most important step in effective communication
Developing an Idea
to ____ idea into words, illustrations, figures, or other symbols suitable for transmission
Encode
is very important so the message sent will reach and hold the attention of the receiver
Transmission
Translating the message from the sender into a form that will have meaning to the recipient
Decode
Factors that affect the acceptance or rejection of a message
Accuracy of the message
whether or not sender has authority
behavioral implications for the receiver
The last step in the communication process
Provide Feedback
Forms of Communication
Verbal
Nonverbal
Are those transmitted through hearing or sight
Verbal Communication
Classes of Verbal Communication
Oral
Written
mostly involves hearing the words of the sender, although sometimes, opportunities are provided for seeing the sender’s body movements,…
Oral Communication
the sender seeks to communicate through the written word
Written Communication
Is a means of conveying message through body language, as well as the use of time, space, touch, …
Nonverbal Communication
consists of gestures, bodily movement, posture, facial expressions, and mannerisms
Body Language
Barriers to Communication
Personal Barriers
Physical Barriers
Semantic Barriers
are hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values,…
Personal Barrier
refer to interferences to effective communication occurring in the environment where the communication is undertaken
Physical Barrier
is the study of meaning as expressed in symbols
Semantics
Interference with the reception of a message that occurs when the message is ,misunderstood even though it is received exactly as transmitted
Semantic Barrier
Overcoming barriers to communication
use feedback
repeat messages
use multiple channels
use simplified language
communication classified as to the types of flow of the message
Downward Communication
Upward Communication
Horizontal Communication
refers to the message flows from higher levels of authority to lower levels
Downward Communication
are appropriate when directives are complex and precise actions are required
Letters
are useful sources of information regarding company policy, procedures, and organization
Manuals
provide more specific information about the duties and priveleges of the individual worker
Handbook
provide a mixture of personal, social and work-related information
Newsletters
refers to messages from persons in lower-level positions to persons in higher positions
Upward Communication
Upward Communication Techniques
Formal Grievance Procedures
Employee Attitude and Opinion Surveys
Suggestion Systems
Open-Door Policy
Informal Gripe Sessions
Task Forces
Exit Interviews
are part of a normally operating organization
Grievances
provides the management with an opportunity to act on difficulties before they become full-blown problems
Open-Door Policy
may be created and assigned to deal with the problem or issue
Task Force
refers to messages sent to individuals or groups from another of the same organizational level or position
Horizontal Communication
is defines 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)
