Communication Flashcards
Define communication
The process by which information is exchanged between a sender and a receiver
What is the simplest form of communication?
One-on-one communication between two people
Why is good communication important in organizations?
Because of the importance of reputation and relationships with customers and shareholders, as well as maintain good employee relationships and set precedents and expectations to the employees
When does effective communication occur?
When:
- The right person
- Receives the right information
- At the right time
Define noise in terms of communication
Anything that can disrupt communication
What are three forms of noise in communication?
- Mode of communication
- Now vs. later
- Idea –> message
Explain how the mode of communication can be noise. Give an example
Can affect how we interpret the message - body language and tone can play a big part (eg. face-to-face vs. on the phone, email vs. letter)
Explain how a message arriving now vs. later can be noise. Give an example
The message can mean different things at different times and can convey different motives (eg. giving someone a raise after they threaten to quit)
Explain how an idea converting into a message can be noise. Give an example
The way the idea is communicated can affect its meaning; how well the words match up to the idea, whether the words match the body language, and whether the words match the tone
What are some forms of miscommunication?
- Mixed messages
2. Saying it wrong
Explain how mixed messages can result in miscommunication
When there are incorrect words, the words don’t match the body language, or the tone doesn’t match the meaning, the message can contradict the meaning
Explain how saying it wrong can result in miscommunication
When jargon, slang, or imprecise language is used, there is lots of room for misinterpretation (especially between cultures)
What is the importance of using precise language?
It reduces ambiguity, which in turn reduces the impact of biases on the situation
What are some of the impacts that memory has on communication? (i.e. based on topics we’ve already covered)
- Primacy and recency effects
- Things that stand out are easier to remember
- Repetition
- We might think we remember things because of meaning and context, but they never actually happened
What are the four important things that we must do to reduce the negative results of depending on memory?
- Complete written instructions
- Repetition
- Salience
- Meaning
What are the most common communication barriers?
- Mum effect
- Evaluation apprehension
- Groupthink
- Competition and conflict
Explain how the mum effect is a communication barrier (i.e. define mum effect)
When people avoid negative messages, especially when personally responsible (not wanting to be associated with bad new)
Explain how evaluation apprehension is a communication barrier
Withholding information because of fear of being judged by manager
Explain how groupthink is a communication barrier
People are less likely to give up new information because they have a desire for conformity. The same ideas get repeated and reinforced
Explain how competition and conflict is a communication barrier
Causes people to withhold information, keep secrets, and give false information in order to keep a competitive advantage
How can you improve communication? (six)
- Replacing “bosses” with coaching style
- Open-door policies
- More diversity
- Cooperative vs. competitive culture
What are two things that cause differences in communication?
- Gender
2. Culture
What is the main difference in communication between men and women?
Women are more concerned with making connections, while men are more concerned with establishing status
What are some differences in communication between different cultures?
- Language differences
- Non verbal communication
- Etiquette and politeness
- Social conventions
- Cultural context
Explain some differences in non verbal communication between cultures
What is appropriate in different cultures will change; facial expressions (what they mean, what’s appropriate), looking in the eye
Explain some differences in language communication between cultures
Even if they do share the same first language, each culture will have different mannerisms, jargon, body language, etc.
Explain some differences in etiquette and politeness communication between cultures
Different cultures will treat touching, physical proximity, volume of speech, and lateness differently
How can you overcome communication barriers?
- Take time (and be clear about expectations)
- Be accepting of the other person (acknowledge different perspectives)
- Address the problem not the person
- Say what you feel (be authentic)
- Listen actively
