Chapter 7 Flashcards
Defined as an avenue for dissemination of information in order to be understood
Communication
T or F; Communication can be effective even if the intended message is not the same as the one received by the receiver
False (Communication can only be effective if the intended message is the same as the received message)
Can be environmental or personal and may include such things as noise, bias, cultural differences in roles, or levels of authority, within the organization
Barriers
T or F; Communication is not essential in building and maintaining relationships in the workplace.
False
T or F; Communication does not occur until information and understanding have passed between sender and receiver.
True
T of F; One can assume that meaningful communication occurs in all exchanges.
False
T or F; Communication can be unprofessional if one fails to behave appropriately with courtesy and respect
True
Can be either internal or external
Noise
Type of noise; represents internal self-talking that we all do
Internal noise
Type of noise; can include other conversations, traffic noise, or anything that interferes with our ability to maintain focus
External noise
Can be a barrier to communication when it keeps communication from happening
Culture
Happens when they involve interactions between subordinates and superiors
Roles
Can be based on our preconceived beliefs or based on impressions we form of people as we interact with them
Bias
T or F; We don’t need to make sure that the meaning behind your communication is clearly and accurately understood
False duh
Type of communication; Provides feedback on how well the organization is functioning
Subordinates use this to communicate their problems and performance to their superiors.
Upward Communication
Employees can make appeals beyond their immediate supervisor to protect from arbitrary action of their direct supervisor and encourages communication of complaints
Grievance procedure
An invitation for subordinates to just come in and talk to their superior about their troubles
Open door policy
Information obtained from these can be used to make improvements; HR Dept can facilitate this
Counseling, questionnaires, and exit interview
Uses informal involvement of subordinates, quality improvement teams, and union management committees to make valuable contributions to the organization
Participative decision-making technique
Provides an outlet for persons who feel they have been treated unfairly
Ombudsperson
Type of Communication; Starts from a higher level in an organization to a lower level
Used by managers to transmit work-related information to employees at lower levels for various reasons:
Downward communication
Type of Communication; Happens among employees of equal rank like committees, task forces, and cross-functional project teams
Horizontal communication (Lateral communication)
Type of Communication; Crosses work areas and organizational level
Any employee can communicate to other employees without considering the hierarchy
Diagonal communication
produces a sense of anxiety for many people, despite it being part of the human experience
Conflict
You may choose to change the subject, leave the room, etc but the conflict will remain and resurface when you least expect it
Avoidance
characterized by control, evaluations, and judgment
Defensive communication
focuses on the points and not personalities
Supportive communication
Involves listening to both the literal and implied meanings within a message
Empathy
involve messages hat take away from the respect, integrity, or credibility of a person (face-saving protects the credibility and separate message from messenger)
Face-detracting and face-saving-face-detracting strategies
the imaginary bag we carry where we place unresolved conflict that influence how we interpret the current context
Gunnysacking
awareness of emotions can help clear your mind and take time before tackling a challenge
Managing your emotions
Defined as an informal channel of business communication which stretches throughout the organization in all direction irrespective of the authority levels
Grapevine
any information that individuals receive about their behavior
Feedback
should not be viewed as a negative process, and instead, should be used a strategy to enhance goals, awareness, and learning
Feedback
identifies or describes how a person communicates
Descriptive Feedback
provides an assessment of the person who communicates
Evaluative Feedback
provides advice about how one should behave or communicate
Prescriptive Feedback
involves issues of effectiveness and appropriateness, specifically the quantity or quality of a group output
Task or Procedural Feedback
provides information about interpersonal dynamics within a group
Relational Feedback
provides feedback that focuses on a particular individual or group
Individual Feedback
focuses on how well the group is performing
Group Feedback
Written or recorded documentation that is used to inform attendees or non-attendees about what was discussed during a meeting
Minutes of the Meeting
A group communication in action around a defined agenda, at a set time, for an established duration
Meeting
Written to communicate policies, procedures, or related official business organization
Memorandum
