Chapter 7

Question 1

Communication

Answer 1

Transfer and understanding of a message between two or more people

Question 2

Sender

Answer 2

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

Question 3

Receiver

Answer 3

decodes the message and provides feedback to the sender

Question 4

Formal Channels

Answer 4

traditionally follow the authority chain w/in the organization

transmit messages related to the professional activities of members

Question 5

Informal Channels

Answer 5

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

Question 6

Encoding

Answer 6

converting a message to symbolic form

Question 7

decoding

Answer 7

interpreting a senders message

Question 8

message

Answer 8

what is communicated

Question 9

channel

Answer 9

the medium though which a message travels

Question 10

Noise

Answer 10

communication barriers that distort the clarity of the message

Question 11

feedback

Answer 11

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

Question 12

communication apprehension

Answer 12

undue tension and anxiety about

Question 13

Channel Richness

Answer 13

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

Question 14

Low vs High Richness channels

Answer 14

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

Question 15

Rich Channels

Answer 15

handle multiple cues simultaneously
facilitate rapid feedback
very personal

Question 16

Barriers to Effective Communication

Answer 16

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

Question 17

Filtering

Answer 17

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

Question 18

selective perception

Answer 18

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

Question 19

defensiveness

Answer 19

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

Question 20

information overload

Answer 20

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

Question 21

nonverbal communication

Answer 21

the distance between sender and receiver

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

Question 22

Directions of Communication

Answer 22

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,

Question 23

Formal Networks

Answer 23

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

Question 24

The Grapevine

Answer 24

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

Question 25

Formal Networks (types 3)

Answer 25

chain
wheel
all channel

Question 26

Issues w/ Email

Answer 26

misinterpreting the message
communicating negative messages
time-consuming nature of email
email emotions
privacy concerns

Question 27

Cultural Barriers to Communication (4)

Answer 27

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

Question 28

High Context vs Low Context Cultures

Answer 28

high: non verbal, use subtle situational cues
low: rely heavily on words to convey meaning