Chapter 7: Communication

Question 1

Describe the communication process

Answer 1

sender > choose message > encode message > choose channel > receiver > decode message > provide feedback > sender

Question 2

What are the three types of mediums?

Answer 2

• lean mediums = unaddressed documents (ie. bulk mail, posters)
• normal mediums = written/addressed documents and must be 2 way (ie. letters, emails)
• rich mediums = face to face; the most rich

Question 3

Describe nonverbal communication

Answer 3

message is conveyed through kinesics (ie. facial expression) and proxemics (ie. physical distance) between sender and receivers

Question 4

What are the different types of noise/barriers to effective communication?

Answer 4

• language
• filtering
• selective perception
• information overload
• emotion
• silence
• lying

Question 5

Noise in Communication: Language

Answer 5

words mean different things to different people even for those speaking the same language
- age and context

Question 6

Noise in Communication:

Filtering

Answer 6

sender’s manipulation of information resulting in being seen more favourable by receiver
- occurs whenever there is a status difference especially in organization hierarchies

Question 7

Noise in Communication: Selective Perception

Answer 7

receiver filtering what is received by selectively seeing and hearing based on needs, motivation, experience, background and other personal characteristics
- receiver projection of personal interests and expectations into communications as they decode them

Question 8

Noise in Communication: Information Overload

Answer 8

information inflow excess an individual’s processing capacity, resulting in selecting, ignoring or forgetting information until back to manageable levels

Question 9

Noise in Communication: Emotions

Answer 9

Messages interpreted differently depending on mood

• positive mood: accepting about personal opinions
• negative mood: scrutinizing, suspicious
• extremes: both sides hinder effective communication and more prone to disregard rational and objective thinking processes

Question 10

Noise in Communication: Silence

Answer 10

Absence of information where important information being withheld does not
give meaning to silence if not explained

Question 11

Noise in Communication: Lying

Answer 11

Outright misrepresentation of information by presenting information in a deceiving
manner and/or withholding important information

Question 12

What is organizational communication?

Answer 12

Key is to respect and listen, two-way communication

Question 13

What are the different directions of communications?

Answer 13

• Downward: Flows to lower level where a manager tells employees what to do
• Upward: Flows to higher level where employees express dissatisfaction to higher
  management
• Lateral (Horizontal): Among members of same level where employees complain about
  workload to coworker

Question 14

According to John Hamm, what are the five messages leaders must manage?

Answer 14

• Organizational Structure and Hierarchy: Everyone should understand who is in charge
  and for what
• Financial Results: Clearly communicate how firm is doing, what target is, and what is
  needed to reach target
• Leader’s Sense of His/Her Job: Communicate with others, bring out ideas in others
  and don’t think you should have all the answers
• Interpersonal Relationships: Use time to invest in relationships because good
  communication with clients is crucial
• Corporate Culture: Use communication to build a corporate culture that bonds
  employees and helps them identify with the organization

Question 15

What are the different types of formal communication networks?

Answer 15

• Chain: Follows formal chain of command above or below; accurate
• Wheel: All info flows towards or from leader; fast, accurate, more reliable than all-channel
• All-Channel: Everyone can communicate with everyone else; fast, higher member satisfaction

Question 16

What are Informal Networks?

Answer 16

The Grapevine; flows along social and relational lines

• Not controlled by management
• Perceived as more believable and reliable than formal communication
• Can be used to serve self-interests of those within it
• Can be task-related, but also relational related (or gossip)

Question 17

What advantage do informal networks have?

Answer 17

if managers have access, that it is a good gauge of morale and it
informs them about issues or complaints among employees. Also, small talk creates sense
of bonding

Question 18

What are the different types of electronic communication?

Answer 18

• Email: Quick and wide reach, but can be misinterpreted, not always suitable for negative
  information, overused, emoticons inappropriate, and possible privacy issues
• Instant Messaging (IM) and Text Messaging (TM): Quick, but intrusive, distracting,
  cryptic, and less secure
• Social Media: People connector, but also a distractor where comments can escalate to an
  uncontrollable degree

Question 19

What are some challenges of e-communication?

Answer 19

• Can cause information overload where time spent on email is time not spent on core
  tasks
• Distraction during regular work time making it difficult to “switch off”
• Being always on call where it becomes a work-family conflict and not giving any time
  to recover

Question 20

What is active coping?

Answer 20

• Employee takes action when noticing that work interferes with home life
• Recover is particularly needed when work-home interference is high
• Strategies to recover involve psychological detachment, relaxation, active mastery of
  other skills, etc.

Question 21

What are the four problems related to language difficulties?

Answer 21

• Barriers Caused by Semantics: Words don’t translate between cultures
• Barriers Caused by Word Connotations: Words imply different things in different
  languages
• Barriers Caused by Tone Differences: Tone changes depending on context and can be
  formal vs. informal
• Differences in Tolerance for Conflict and Methods for Resolving Conflicts: Conflicts
  may be attributed to the situation more than to the individual and

Question 22

What is the difference between high context and low context cultures?

Answer 22

high: strong social bonds, social hierarchy governs communication, communication builds connection
low: high individualism, little social hierarchy, communication is explicit and interpersonal