Chapter 8: Communication

Question 1

Communication

Answer 1

process by which information is exchanged between a sender and a receiver

Question 2

Problems with Communication (3)

Answer 2

1. intended message is different than message sent
2. message sent is different than message received
3. Message isn’t received/is interrupted

Question 3

Information Channel

Answer 3

Highest richness with face to face, lowest with written reports

Question 4

Upward Communication

Answer 4

flows from the bottom of the organization to the top

Question 5

Horizontal Communication

Answer 5

occurs between departments

Question 6

Downward Communication

Answer 6

flows from top of organization downwards

Question 7

Filtering

Answer 7

Distortion or withholding relevant information

Question 8

MUM effect

Answer 8

the tendency to avoid communicating unfavourable news to others; applies to both upwards and downwards communication

Question 9

Employee Voice

Answer 9

the constructive expression of disagreement or concern about work unit or organizational practices

Question 10

High-Context Cultures

Answer 10

social context affects meaning of the message greatly (Japan, Saudi Arabia)

Question 11

Low-Context Cultures

Answer 11

Meaning of the message is explicitly expressed (North America, Australia)

Question 12

Active Listening Behaviours

Answer 12

• Empathy
• Attention
• No interruptions
• Paraphrase
• Open-ended questions