Chapter 7: Communication

Question 1

Communication

Answer 1

Transfer and understanding of a message between two or more people

Question 2

Communication is vague definition to capture all forms of communication. What are some examples or forms of communication

Answer 2

conversation, sign language, email, pictures, movies, signs drawings

Question 3

Process of Communication: Encoding

Answer 3

Converting message to symbolic form

Question 4

Process of Communication:
Decoding

Answer 4

Interpreting a sender’s message

Question 5

Process of Communication: Message

Answer 5

What is communicated

Question 6

Process of Communication: Channels and 2 types

Answer 6

Medium through which message travels, formal and informal channels

Question 7

Formal Channels
and examples

Answer 7

follow the authority chain within the organization and transmit messages depending on professional roles. Etc memos, documents

Question 8

Informal Channels and examples

Answer 8

transmit personal or social messages which are spontaneous, responses for individuals etc instagram, text, commenting

Question 9

Feedback

Answer 9

Checks how successful we have been in transferring our messages. Has an understanding been achieved

Question 10

Sender

Answer 10

Party who establishes a message, encodes it, and chooses the channel to send it

Question 11

Receiver

Answer 11

Party who decodes and provides feedback to the sender

Question 12

Noise and 2 examples

Answer 12

Communication barriers that distort the clarity of the message

etc perceptual errors and information overload

Question 13

Communicate Effectively 2 components

Answer 13

Right Channel and no Noise

Question 14

Rich Channel (3 benefits)

Answer 14

• handle multiple cues simultaneously
• facilitate rapid feedback
• very personal

Question 15

How to choose the correct channel?

Answer 15

made based on the type of the message you need to send

Question 16

1. When to choose Rich Channel (2)
2. Flaws of Rich Channel

Answer 16

Always should choose as simply better to transmit a message.
Reserved for situation that require transmitting non-routine complicated messages

Rich channels costly so impractical to use continuously

Question 17

Does Routine messages use rich channel?

Answer 17

No, they use fewer rich channels as straightforward and low level of ambiguity

Question 18

Noise

Answer 18

Communication Barriers that distort clarity of message

Question 19

Can we fully eliminate noise?

Answer 19

no impossible as product of information processing. Must reduce to minimize impact

Question 20

Filtering and when is it more common

Answer 20

Sender manipulates information so that it is seen more favourable by receiver

more common in vertical levels in organization hierarchy

Question 21

Selective Perception

Answer 21

Receivers selectively see and hear based on their needs, motivation, experience, background and other personal characteristics

Question 22

Information Overload

Answer 22

Info we have to work with exceeds our processing capacity etc emails, calls, meeting, memos.

Question 23

Effects of Information Overload (2)
How to avoid (1)

Answer 23

• People who suffer from this tend to select, ignore, pass over, or forget
• May lead to issues with work-life balance
• Avoid by connecting technology less frequently

Question 24

Emotions

Answer 24

People interpret same message differently when they are angry or distraught than when they are happy

Question 25

People in 1.negative moods 2. positive: do what with message?

Answer 25

1. scrutinize messages in greater detail 2. tend to accept communication at face value

Question 26

Language 3 flaws

Answer 26

- words can be ambiguous - people speak different languages - age and context of message

Question 27

1. Silence 2. What if silence is ignored?

Answer 27

1. Absence of speech or noise, appears to be inaction but not necessarily inaction 2. problems in the workplace, employees experience psychological stress

Question 28

What does Silence Convey (3)

Answer 28

- Thinking or contemplating a response to a question - Anxiety about speaking - Agreement, dissent, frustration, or anger

Question 29

Nonverbal Communication and two important messages it conveys

Answer 29

Body movements, facial expressions, physical distance of sender and receiver 1. individual likes or interested 2. emotional connection between sender and receiver

Question 30

Lying and cues

Answer 30

Out right misrepresentation of information. People better at this over phone than in person Averting gaze, pausing, shifting posture, changing story

Question 31

Formal Channels

Answer 31

Task related communication channels that follow the authority chain within the organization. (Vertical and up through hierarchy)

Question 32

Formal Channel Chain: speed accuracy leader satisfaction

Answer 32

moderate speed, high accuracy, moderate emergence of a leader, moderate member satisfaction

Question 33

Formal Channel Wheel: speed accuracy leader satisfaction

Answer 33

fast speed, high accuracy, high emergence of a leader, low member satisfaction

Question 34

Formal Channel All-Channel: speed accuracy leader satisfaction

Answer 34

fast speed, moderate accuracy, no emergence of leader, high member satisfaction

Question 35

Informal Channel:

Answer 35

Channels that transmit personal/relational/social messages which are spontaneous. Communication that flows along social and relational lines

Question 36

Informal Channels and Work (3)

Answer 36

Employees see if more believable than formal channels, serve self interest of people, no management control

Question 37

Electronic Communication, Email Problems (3-5)

Answer 37

- Prone to misinterpretation - Not suitable for communicating negative messages - Tend to be time-consuming, especially for communicating complex messages - Emotions cannot be transmitted efficiently though email - Prone to security breaches

Question 38

Instant Messaging (IM) and Text Messaging (TM) in organizations

Answer 38

gaining popularity in organizations as they are fast, and inexpensive for managers to stay in touch with employees and peers with each other. Short and Simple messages

Question 39

Why IM and TM likely to not replace email (2)

Answer 39

Email is better for long messages and grouping participants, can be saved Additional security concerns for IM/TM