Chapter 9- Comminication

Question 1

A communication practice in which executives get out of their offices and learn from others in the organization through face-to-face dialogue.

Answer 1

Management by walking around (MBWA)

Question 2

A unstructured and formal communication network founded on social relationships rather than organizational charts or job descriptions.

Answer 2

Grapevine

Question 3

Collaboration web spaces where anyone in a group can write, edit or remove material from the website.

Answer 3

Wikis

Question 4

A condition in which the volume of information received exceeds the person’s capacity to process it.

Answer 4

Information overload

Question 5

The use of facts logical arguments, and emotional appeals to change another person’s belief and attitudes, usually for the purpose of changing the person’s behaviour.

Answer 5

Persuasion

Question 6

A medium’s data-carrying capacity, that is, the volume and variety of information that can be transmitted during a specific time.

Answer 6

Media richness

Question 7

The non-conscious of “catching” or sharing another person’s emotions by mimicking that person’s facial expressions and other nonverbal behaviour.

Answer 7

Emotional contagion

Question 8

Refers to a process by which information is transmitted and understood between two or more people.

Answer 8

Communication

Question 9

THE IMPORTANCE OF COMMUNICATION

Answer 9

• so people in an organization can work interdependently
• it plays a central role in organizational learning (distributing knowledge to employees)
• decision making, source of information to about decision context.
• changing behaviour, altering of ones belief, feeling, and behaviour toward the issue.
• support employee well being, helps employees to better mange their work environment.

Question 10

Model of communication

Answer 10

> sender will form a message
encode the message

> receiver will receive the encoded message
decode the message
form a feedback
encode the feedback

> receive the encodes feedback
decode the feedback

Question 11

“4 Factor Influence on effective encoding and decoding”

Sender and receiver rely on _____, which are dictionaries of symbols, language, gesture, idioms, and other tools used to convey information.

Answer 11

Similar codebooks

Question 12

“4 Factor Influence on effective encoding and decoding”

Message Endcoding Proficiency

Answer 12

more experience communicating, the more proficient people are at using the codebook to convey message

Question 13

“4 Factor Influence on effective encoding and decoding”

Communication Channel Motivation and Ability

Answer 13

effective communication improves when the sender and receiver are both motivated, and able to communicate using the same communication channel

Question 14

“4 Factor Influence on effective encoding and decoding”

Shared Mental Model of the Communication Context

Answer 14

they have a common understanding of the environment regarding the information, less communication necessary to clarify info

Question 15

Types of Communication

Verbal 35%

Answer 15

Communication uses words, so it includes spoken or written channels.

Question 16

Types of Communication

Non-Verbal 65%

Answer 16

Any part of communication that does not use words. ie: facial expression, movement, eye contact, appearance, gesture, tone etc.

Question 17

Communication Style

a style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others.

Answer 17

AGGRESSIVE COMMUNICATION

Question 18

Communication Style

a style in which individuals clearly state their opinions and feelings, and firmly advocate for their rights and needs without violating the rights of others.

Answer 18

ASSERTIVE COMMUNICATION

Question 19

Communication Style

a style in which individuals have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs.

Answer 19

PASSIVE COMMUNICATION

Question 20

Communication Channel

Physical presence, the tone of the speaker’s voice and facial expressions help recipients of a message interpret that message as the speaker intends.

Answer 20

Face-to-Face Communication

Question 21

Communication Channel

Use of social media, texting, email etc.

Answer 21

Internet based Communication

Question 22

Problems with Emails

• Poor medium to communicate emotions
• Reduced Politeness and Respect
• Poor medium for ambiguous complex and novel situation
• Contributes to information overload

Answer 22

• (lack of non verbal communication, expression and emotion)
• (convey strong negative emotions to the receiver)
• (can be messy in regards of instruction)

•

Question 23

Communication Channel

Use when talking to a massive amount of peole

Answer 23

Social Media

Question 24

Communication Channel

Communication which includes facial gesture, voice tone, physical distance, and even silence.

Answer 24

Non-Verbal Communication

Question 25

Communication Barriers

Imperfect perceptual process of both sender and receiver

Answer 25

Receiver don’t listen as well as assume, and sender have difficulty stepping out of own perspective and steeping into perspective of others.

Question 26

Communication Channel

Language Issues

Answer 26

Sender and receiver might not have the same “codebook”

Question 27

Communication Channel

Ambiguity of Language

Answer 27

Purposively use of emotional obscure language to reflect the ambiguity of the topic or to avoid unwanted emotional response produced from more specific words.

Question 28

Communication Channel

Jargon/semantics

Answer 28

Specialized words and phrases for specific occupation or groups, usually designed to improve communication efficiency.

Question 29

Communication Channel

Filtering of message

Answer 29

tendency to filter messages. Filtering may involve deleting or delaying negative information or using less harsh words so the message sounds more favourable

Question 30

Improving Communication
(Getting Your Message Across)

To get your message across to the other person,

• empathize with the receiver, (sensitive to words that may be ambiguous or trigger the wrong emotional response)
• be sure that you repeat the message, such as by rephrasing the key points a couple of times.
• your message competes with other messages and noise, so find a time when the receiver is less likely to be distracted
• if you are communicating bad news or criticism, focus on the problem, not the person.

Answer 30

To get your message across to the other person,

• empathize with the receiver, (sensitive to words that may be ambiguous or trigger the wrong emotional response)
• be sure that you repeat the message, such as by rephrasing the key points a couple of times.
• your message competes with other messages and noise, so find a time when the receiver is less likely to be distracted
• if you are communicating bad news or criticism, focus on the problem, not the person.

Question 31

Improving Communication
(Active Listening-Receiver)

process of actively sensing the sender’s signals, evaluating them accurately, and responding appropriately.
- three components of listening, sensing, evaluating, and responding

Answer 31

process of actively sensing the sender’s signals, evaluating them accurately, and responding appropriately.
- three components of listening, sensing, evaluating, and responding