Chapter 7: Communication Flashcards
Describe the communication process
sender > choose message > encode message > choose channel > receiver > decode message > provide feedback > sender
What are the three types of mediums?
- 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
Describe nonverbal communication
message is conveyed through kinesics (ie. facial expression) and proxemics (ie. physical distance) between sender and receivers
What are the different types of noise/barriers to effective communication?
- language
- filtering
- selective perception
- information overload
- emotion
- silence
- lying
Noise in Communication: Language
words mean different things to different people even for those speaking the same language
- age and context
Noise in Communication:
Filtering
sender’s manipulation of information resulting in being seen more favourable by receiver
- occurs whenever there is a status difference especially in organization hierarchies
Noise in Communication: Selective Perception
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
Noise in Communication: Information Overload
information inflow excess an individual’s processing capacity, resulting in selecting, ignoring or forgetting information until back to manageable levels
Noise in Communication: Emotions
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
Noise in Communication: Silence
Absence of information where important information being withheld does not
give meaning to silence if not explained
Noise in Communication: Lying
Outright misrepresentation of information by presenting information in a deceiving
manner and/or withholding important information
What is organizational communication?
Key is to respect and listen, two-way communication
What are the different directions of communications?
- 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
According to John Hamm, what are the five messages leaders must manage?
- 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
What are the different types of formal communication networks?
- 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
What are Informal Networks?
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)
What advantage do informal networks have?
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
What are the different types of electronic communication?
- 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
What are some challenges of e-communication?
- 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
What is active coping?
- 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.
What are the four problems related to language difficulties?
- 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
What is the difference between high context and low context cultures?
high: strong social bonds, social hierarchy governs communication, communication builds connection
low: high individualism, little social hierarchy, communication is explicit and interpersonal
