Communication Flashcards
What is communication
The process by which information is exchanged between a sender
and receiver.
Effective communication occurs when the right people receive the
right information in a timely manner
Forms of communication
Upward
- Downward
- Business
- Informal
- Interpersonal
UPWARD COMMUNICATION
Serial communication
* MUM Effect
o Attitude surveys
o Focus groups
o Exit interviews
o Suggestion boxes
o Third party facilitators smaller
* Liaison
* Ombudsperson
Serial Communication
that passes through multiple people or levels in an organization, often leading to distortion of the original message as it gets relayed.
MUM Effect
A psychological phenomenon where individuals tend to withhold negative information, especially in hierarchical organizations, because they fear negative consequences or retribution.
Attitude Surveys:
tools used to gather feedback from employees regarding their perceptions, opinions, and attitudes toward various aspects of the organization.
Focus Groups:
A small, diverse group of individuals who are brought together to discuss their views on specific topics, often used to gauge opinions on organizational issues.
Exit Interviews:
Interviews conducted with employees who are leaving an organization to understand their reasons for leaving and gather feedback on their experience within the company.
Suggestion Boxes:
A physical or digital method used by organizations to collect ideas, feedback, or suggestions from employees about improving the workplace.
Third Party Facilitators:
External or neutral individuals who mediate or facilitate communication between employees and management to ensure the flow of information without bias.
Liaison:
An individual who acts as a bridge between different departments, units, or groups within an organization, ensuring smooth communication and coordination.
Ombudsperson:
A neutral, independent person in an organization who investigates complaints, mediates disputes, and ensures that employees’ concerns are heard and addressed.
DOWNWARD COMMUNICATION
Bulletin boards
- Policy manuals
- Newsletters
- Intranets
BUSINESS COMMUNICATION
Telephone calls
- Videoconferencing
- Voice mail
- Business meetings
OFFICE DESIGN
Bullpen Design: Open, shared space, fosters collaboration but can be noisy.
Uniform Design: Standardized workstations, ensures consistency.
Free-Form Workstations: Flexible setups, promotes creativity.
Boulevards,
Portable Offices
Wide pathways or streets, often with landscaped areas.
: Mobile workspaces that can be relocated easily.
INFORMAL COMMUNICATION( Grapevine)
Single-Strand: A communication flow where information is passed along a single line from one person to the next.
Gossip: Informal communication, often involving rumors or unverified information, spread through word of mouth.
Probability: The likelihood or chance of a particular event occurring.
Cluster: A communication pattern where information spreads in a group or network, often branching out from one person to many.
INFORMAL COMMUNICATION( Employee Types)
Isolate: Employees who are disconnected from others, working independently and rarely interacting with their peers.
Liaisons: Employees who act as intermediaries, connecting different groups or departments within the organization.
Deadenders: Employees who are disengaged and lack motivation, often showing little interest in career growth or organizational goals.
interpersonal Communication
is the exchange of information between people
Communication Challenges
obstacles that make it harder to exchange information clearly, such as misunderstandings, emotional barriers, or language differences.
Message sent vs Message Received
Message Sent: The information or idea a sender tries to communicate
Message Received: How the recipient interprets or understands the message.
Differences can occur due to misinterpretation, noise, or barriers.
Distortion
in communication refers to changes or misinterpretations of the original message.
Actual Words Used: The words chosen may be unclear, ambiguous, or misheard, leading to confusion or a different interpretation from the sender’s intent.
Gender Differences in communication
Language: Women use more emotional, empathetic words; men focus on facts.
Nonverbal: Women use more gestures and eye contact.
Listening: Women listen actively; men focus on problem-solving.
Goals: Women seek connection; men focus on conveying information.
NOISE
- Actual noise
- Appropriateness of the channel
- Bias
- Feelings about the person
communicating - Mood
- Perceived motives
THE NONVERBAL LANGUAGE OF WORK
The transmission of messages by some medium other than speech
or writing.
NONVERBAL CUES
Are ambiguous
- Those that aren’t, are called emblems
- Gender and cultural differences are common
- Nonverbal cues are thought to be a high percentage of the
message received
BODY LANGUAGE
How one’s body faces another person
- Interrupting others, leaning back in a chair
- Eye contact
- Raising or lowering head or shoulders
- Touching someone
- Fidget, raise their chin when lying (DePaulo et al., 2003)
USE OF SPACE
Intimacy Zone: 0 to 18 inches – For close relationships and personal interactions.
Personal Distance Zone: 18 inches to 4 feet – For friends and acquaintances.
Social Distance Zone: 4 to 12 feet – For business contacts and strangers.
Public Distance Zone: 12 to 25 feet – For public speaking or large gatherings.
USE OF TIME
o Being late
o Leaving a meeting early
o Setting aside time for a meeting
o Multitasking (working while talking)
ASSUMPTION ABOUT NONVERBAL CUES & PARALANGUAGE
People are different in their use of nonverbal cues and paralanguage
o Standard differences among people reveal information about the person
o Changes in a person’s style reveal new messages
PARALANGUAGE
Rate of speech
Loudness
Intonation
Amount of talking
Voice pitch
Pauses
ARTIFACTS
Our office, including the décor, desk placement (open or closed), what we wear, clothing, accessories, hairstyles, tattoos, the car we drive, and the house we live in, all reflect our personal style, identity, and how we are perceived in the workplace and society.
AMOUNT OF INFORMATION
When we have too much
information, we tend to:
o Assimilate
o Sharpen
o Level
INFORMATION OVERLOAD
Omission, error, queuing, escape, use of a gatekeeper, and use of multiple channels are strategies or behaviors in communication that can either distort, control, or manage the flow of information, affecting how messages are delivered and received.
INTERPRETING THE MESSAGE
Listening Skills
- Listening Style
- Emotional State
- Bias
