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POM > Chapter 9: Organisational Communication > Flashcards

Chapter 9: Organisational Communication Flashcards

0
Q

What is communication?

A

Process by which information is exchanged and understood by two or more people with the intent to motivate or influence behaviour

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1
Q

What is lost in ineffective communication?

A

Time
Human effort
Money

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2
Q

What are the types of communication?

A

Interpersonal

Organisational

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3
Q

What is interpersonal communication?

A

Comm between 2 or more people

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4
Q

What is org. communication?

A

Comm taking place in org

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5
Q

What is the communication process?

A 
Sender
Encoding
Message
Channel
Decode
Receive 
Feedback
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6
Q

What is the sender?

A

Anyone conveying idea or concept
To seek information
Express a thought or emotion

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7
Q

What is encoding?

A

Conversion of message into symbolic forms

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8
Q

What is a message?

A

The purpose of the communication conveyed

The intent

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9
Q

What is the channel?

A

The medium in which message is sent

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10
Q

What is decoding?

A

To translate the received message

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11
Q

What is the receiver?

A

The person to whom message is sent

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12
Q

What is feedback?

A

To check on how successful a message has been transferred

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13
Q

When is the process repeated?

A

After feedback is given by receiver

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14
Q

Why is feedback important?

A

Clarify the message
Allow correction and refinement
Improves communication accuracy

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15
Q

Is feedback two-way?

A

Yes

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16
Q

What is perception?

A

Process by which people select organize and interpret their sensory impressions to make sense of their environment

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17
Q

How we perceive people greatly affects

A

How
What
Why
We communicate

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18
Q

What can perceptual differences do?

A

Distort messages by creating noise and interference

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19
Q

Communication is used in the stages of management. What are they?

A

Planning
Organising
Leading
Controlling

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20
Q

What is communicated in planning?

A

Org. Goals

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21
Q

What is communicated in organising?

A

Inform staff about job duties

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22
Q

What is communicated in leading?

A

Motivate staff to perform well to achieve goals

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23
Q

How is there communication is controlling?

A

Monitor staff performance and provide feedback

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24
Q

The communication channel is also known as the

A

Carrier

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25
Q

The channels are classified according to

A

Richness

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26
Q

We evaluate the capacity of a channel based on

A

ability to establish personal focus
Facilitate rapid 2 way communication
Handle multiple cues

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27
Q

Channels that are personal however tend to have

A

No record

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28
Q

Because channels are 2 way, messages are

A

Spontaneous

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29
Q

Channels that have fast feedback have

A

Poor dissemination

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30
Q

Channels that are one way often provides room for

A

Premeditation

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31
Q

The richest channel is

A

Face to face

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32
Q

The least rich Chanel is

A

Formal reports

Bulletins

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33
Q

The second most rich channel is

A

Telephone

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34
Q

How do you select the channel?

A

Routine

Non routine

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35
Q

What are routine messages?

A

Simple

Straightforward

36
Q

What are non routine messages?

A

Ambiguous

Concern unique events

37
Q

What channels do routine messages require?

A

Low in richness

38
Q

What channels do non-routine messages require?

A

Rich

39
Q

What are the types of communication is an organisation?

A

Formal

Informal

40
Q

What is formal communication?

A

Follows official chain of command

Necessary to do ones job

41
Q

What is informal communication?

A

Does not follow lines of authority

Follows patten of personal leadership

42
Q

What are the types of informal communication in organisation?

A

Grapevine

Manager wandering around

43
Q

What does a grapevine channel do?

A

Connects the informal org.

44
Q

What are the advantages of grapevine?

A

Sends information speedily
Test reactions
Provides feedback

45
Q

What are the disadvantages of grapevine?

A

Rumors
Reduces moral
Affects org effectiveness

46
Q

What is management by wandering around?

A

Managers interact directly with workers to exchange info

47
Q

How do managers interact directly?

A

Mingle
Develop positive relationship with employees
Learn directly about their views and reactions

48
Q

In a formal organisation, what are the communication flows?

A

Downward
Upward
Horizontal
Diagonal

49
Q

What is downward communication?

A

Flow from manager down the hierarchy to the subordinates

50
Q

Why is downward communication necessary?

A

Communicate to get work done

Full commitment by informing them about mission, philosophy and policies

51
Q

What are examples of downward communication?

A

Implementation of goals, strategies and objectives
Job instructions and rationale
Procedure and practices
Performance feedback

52
Q

What is upward communication?

A

Someone in lower position in hierarchy passed message to someone higher up

53
Q

What kind of messages are passed in upward communication?

A

Information
Suggestion
Opinions
Grievances

54
Q

What is the ‘Mum’ effect

A

When employees are hesitant to pass bad news upwards

55
Q

What are examples of upward communication?

A

Performance of report
Problems and expectations
Suggestion for improvement
Grievances and disputes

56
Q

What is horizontal communication?

A

Communication that flows sideways amongst members of same work group/ personnel of same rank

57
Q

What does horizontal communication require?

A

Cooperation

Coordination

58
Q

What are examples of horizontal communication?

A

Peer communication within work groups
Coordination of activities
Communication among groups such as project groups, task force

59
Q

What is diagonal communication?

A

Unique directional flow that dsregard the chain of command

60
Q

What is the purpose of a diagonal communication?

A

Provide staff with advisory type of info

Improve org. efficiency and effectiveness

61
Q

What are examples of diagonal communication?

A

Staff specialist provide advice and expert opinion to line staff
Manager bypassing supervisor, going direct to worker for urgent info

62
Q

What are communication networks?

A

Patterns from combinations of vertical and horizontal organisational comm dimensions

63
Q

What are the types of communication network?

A

Centralized

Decentralized

64
Q

Both networks involve

A

Team members

65
Q

What is a centralized network?

A

Team members communicate through one individual

66
Q

What is a decentralized network?

A

Team members communicating with one another

Reach decisions together

67
Q

Effectiveness of team communication network is calculated based on

A

High accracy

Fast solutions

68
Q

For simple problems, what network is used?

A

centralized

69
Q

Decentralised communication is used for what type of problems?

A

Complex

70
Q

What are the barriers to organisational communication?

A 
Organisational structure 
Specialization 
Different objectives
Status of relationship
Information overload
Message competition
Lack of trust
71
Q

Specialisation occurs when

A

Professionals developer their jargon to simplify communication
People outside experience difficulty communicating with this group

72
Q

When are there diff objectives?

A

Middle managers do not understand top managers general objectives
Develop their own objectives (tunnel vision)

73
Q

What is status?

A

Persons social rank in a group

74
Q

When does information overload occur?

A

Message volume or rate exceeds the capacity of receivers

75
Q

When is there message competition?

A

Confronted with competing messages which demand attention

76
Q

How does lack of trust make it risky?

A

Others may not respond in supportive or responsive way

77
Q

What are the ways to overcome barriers?

A 
Regulate flow of information
Encourage feedback
Simplify message language
Listen actively
Restrain negative emotions 
Build trust
78
Q

When do you regulate flow of information?

A

When there is information overload

79
Q

How to regulate flow of information?

A

Establish a system

Identify priority messages for immediate action

80
Q

How do messages encourage feedback?

A

By following up to determine whether important messages have been understood
By paraphrasing

81
Q

How to simplify message language?

A

Choose words receiver will understand

Avoid jargon

82
Q

Listening actively is essential to managers along with

A

good senders of information

83
Q

Why are negative emotions bad?

A

They distort the contents of the message

84
Q

When do negative emotions come in?

A

When managers work under tremendous pressures and constraints

85
Q

How do managers build trust?

A 
They must be 
visible
accessible
share key information
Communicate honesty
Include employees in decision making
86
Q

As organisations go global managers need

A

Cross cultural communication skills

87
Q

Cross cultural communication skills include

A

Overcoming language barriers
Dealing with difference in cultural values
Adapting to new environment
Avoid projecting own cultures on others

POM (16 decks)

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