Chapter 7 Flashcards

1
Q

Communication

A

Transfer and understanding of a message between two or more people

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2
Q

Sender

A

establishes a message, encodes the message and choose the channel to send it

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3
Q

Receiver

A

decodes the message and provides feedback to the sender

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4
Q

Formal Channels

A

traditionally follow the authority chain w/in the organization

transmit messages related to the professional activities of members

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5
Q

Informal Channels

A

personal or social messages which are spontaneous and emerge as a response to the individual choices

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6
Q

Encoding

A

converting a message to symbolic form

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7
Q

decoding

A

interpreting a senders message

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8
Q

message

A

what is communicated

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9
Q

channel

A

the medium though which a message travels

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10
Q

Noise

A

communication barriers that distort the clarity of the message

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11
Q

feedback

A

checks how successfully we have been in transferring our messages as originally intended

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12
Q

communication apprehension

A

undue tension and anxiety about

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13
Q

Channel Richness

A

the amount of information that can be transmitted during a communication episode

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14
Q

Low vs High Richness channels

A

low: bulletin boards, memos, letters
medium: voice mails, online discussion groups
high: video conference, face-to-face conversations

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15
Q

Rich Channels

A

handle multiple cues simultaneously
facilitate rapid feedback
very personal

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16
Q

Barriers to Effective Communication

A
filtering
selective perception
defensiveness
emotions
information overload
language
silence
non verbal communication
proxemics
17
Q

Filtering

A

the sender manipulates information so that it will be seen more favourably by the reciever

18
Q

selective perception

A

the receiver selectively sees/hears based on their needs, motivations, experiences and background

19
Q

defensiveness

A

when individuals interpret a message as threatening they often respond in ways that retard effective communication`

20
Q

information overload

A

when the information we have to work w exceeds our processing capability

21
Q

nonverbal communication

A

the distance between sender and receiver

2 important messages:
extent which and individual likes another individual
relative perceived status (how emotionally close they are)

22
Q

Directions of Communication

A

downward- flows from one level of a group to another

upward: communications that flow to a higher level of a group
lateral: communication among members of the same work group,

23
Q

Formal Networks

A

task-related communications that follow the authority chain (typically vertical)

24
Q

The Grapevine

A

informal network

communications that flow along social and relational lines
not controlled by mngment
most employees perceive it as more believable/reliable than formal communication
largely used to serve the self interests of those w/in it

25
Formal Networks (types 3)
chain wheel all channel
26
Issues w/ Email
``` misinterpreting the message communicating negative messages time-consuming nature of email email emotions privacy concerns ```
27
Cultural Barriers to Communication (4)
Semantics (words mean different things to people) word connotations (hai in Japanese) Tone Difference Differences in tolerance for resolving conflict and methods for resolving conflict
28
High Context vs Low Context Cultures
high: non verbal, use subtle situational cues low: rely heavily on words to convey meaning