Chapter 9 Communicating in Teams and Organizations

Question 1

Communication

Answer 1

The process by which information is transmitted and understood between two or more people.

Question 2

Communication codebooks

Answer 2

are symbols used to convey message content

Question 3

Communication mental models

Answer 3

are knowledge structures of the communication topic setting

Question 4

2 types of channels or mediums

Answer 4

verbal and non verbal

Question 5

4 problems with digital written communication

Answer 5

1) faulty communication of emotions
2) less politeness and respectfulness
3) inefficient for Ambiguous, Complex, and Novel Situations
4) Contributes to Information Overload

Question 6

Social media

Answer 6

Digital communication channels that enable people to collaborate in the creation and exchange of user-generated content.

Question 7

2 differences between verbal and non verbal communication

Answer 7

1) First, it is less rule-bound than verbal communication.
2) The other difference between verbal and nonverbal communication is that the former is typically conscious, whereas most nonverbal communication is automatic and nonconscious.

Question 8

2 differences between verbal and non verbal communication

Answer 8

1) First, it is less rule-bound than verbal communication.
2) The other difference between verbal and nonverbal communication is that the former is typically conscious, whereas most nonverbal communication is automatic and non-conscious.

Question 9

3 ways in which emotional contagion influences

Answer 9

1) First, mimicry provides continuous feedback, communicating that we understand and empathize with the sender.
2) A second function is that we experience stronger emotional meaning when we mimic the nonverbal behaviours that represent the emotional experience someone is describing to us.
3) The third function of emotional contagion is to fulfil the drive to bond. Bonding develops through each person’s awareness of a collective sentiment.

Question 10

4 factors in choosing the most suitable communication Chanel

Answer 10

1) Synchronicity
2) Social Presence
3) Social acceptance
4) Media Richness

Question 11

Synchronicity

Answer 11

The extent to which the channel requires or allows both sender and receiver to be actively involved in the conversation at the same time (synchro- nous) or at different times (asynchronous).

Question 12

Social Presence

Answer 12

The extent to which a communication channel creates psychological closeness to others, awareness of their humanness, and appreciation of the interpersonal relationship.

Question 13

Social acceptance

Answer 13

refers to how well the communication channel is approved and supported by co-workers, teams, the organization, and society.

Question 14

3 social acceptance factors

Answer 14

1) One social acceptance factor is the set of norms held by others involved in the communication event.
2) A second social acceptance factor is the sender’s and receiver’s preferences for specific communication channels.
3) A third social acceptance factor is the symbolic meaning of a channel.

Question 15

Media richness

Answer 15

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

Question 16

Exceptions to media richness theory

Answer 16

1) ability to multi-communicate
2) communication proficiency
3) social presence effects

Question 17

Persuasion

Answer 17

The use of facts, logical arguments, and emo- tional appeals to change another person’s beliefs and attitudes, usually for the pur- pose of changing the person’s behaviour.

Question 18

3 reasons why face-to-face communication is more persuasive

Answer 18

1) combo of verbal and non verbal communication
2) immediate feedback for the sender
3) high social presence

Question 19

Combo of verbal and non verbal communication

Answer 19

it’s accompanied by nonverbal communication: people are persuaded when they receive both emotional and logical messages

Question 20

Immediate feedback for the sender

Answer 20

spoken communication offers the sender high-quality immediate feedback about whether the receiver under- stands and accepts the message

Question 21

High social presence

Answer 21

A third reason is that people are persuaded more under conditions of high social presence than low social presence. Listeners have higher motivation to pay attention and consider the sender’s ideas in face- to-face conversations (high social presence).

Question 22

Communication barriers (noise)

Answer 22

1) perceptions
2) language
3) jargon
4) filtering
5) information overload

Question 23

Information overload

Answer 23

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

Question 24

3 parts of active listening

Answer 24

sensing
evaluating
responding

Question 25

3 organization wide communication strategies

Answer 25

1) workspace design
2) digitally based organizational communication
3) direct communication with top management

Question 26

Grapevine

Answer 26

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