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Management > Exam 4 -- Quiz 3 > Flashcards

Exam 4 -- Quiz 3 Flashcards

1
Q

What is communication

A

process of transmitting information from one person or place to another

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2
Q

what is perception?

A

process by which individuals attend to, organize, interpret and retain information from their environments

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3
Q

selective perception

A

tendency to notice and accept objects inconsistent with one’s values, beliefs, and expectations, while ignoring or screening inconsistent information

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4
Q

closure

A

tendency to fill in gaps of missing information by assuming that what you don’t know is consistent with what you already know

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5
Q

types of perception

A

perception of others
self perception

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6
Q

attribution theory

A

people have a basic need to understand and explain the causes of other people’s behavior

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7
Q

self-serving bias

A

tendency to overestimate one’s value by giving the success to themselves and then failure to others/the environment

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8
Q

what are the barriers to communication

A

noise and jargon

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9
Q

noise

A

anything that interferes with the transmission of the intended message

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10
Q

jargon

A

vocabulary particular to profession or group that interferes with communication in the workplace

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11
Q

Kinds of Communication

A

Nonverbal
Formal Channel
Informal Channel
One-on-one

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12
Q

what is nonverbal communication

A

any communication that does not involve words

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13
Q

kinesics

A

movements of the body and face

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14
Q

paralanguage

A

pitch, rate, tone, volume, and speaking pattern of one’s voice

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15
Q

what is a formal channel of communication

A

system of official channels that carry organizationally approved messages and information

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16
Q

downward communication

A

flows from higher –> lower levels in an organization

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17
Q

upward communication

A

flows from lower –> higher levels in an organization

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18
Q

horizontal communication

A

flows among managers and workers who are at the same organizational level

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19
Q

what are some formal channels of communication?

A

downward
upward
horizontal

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20
Q

what is an informal channel of communication

A

transmission of messages from employee to employee outside of formal communication channels

21
Q

what are some types of one-on-one communication

A

coaching, counseling,

22
Q

coaching

A

communicating with someone for the direct purpose of improving the person’s on-the-job performance

23
Q

counseling

A

communicating with someone about non-job-related issues that may be affecting the person’s performance

24
Q

communication medium

A

method used to deliver a message

25
Q

what are the two types of communication mediums?

A

oral and written

26
Q

oral communication

A

allows to receive and assess the nonverbal communication that accompanies spoken messages

27
Q

written communication

A

well suited for delivering straightforward messages and information

28
Q

active listening

A

giving the speaker nonjudgmental feedback that shows one has accurately heard what he or she said

29
Q

empathetic listening

A

giving feedback that conveys that you understand the speaker’s perspective and personal frame of reference

30
Q

what are the types of feedback?

A

destructive and constructive

31
Q

destructive feedback

A

disapproves without any intention of being helpful
causes a negative/ defensive reaction

32
Q

constructive feedback

A

intended to be helpful, corrective, and/or encouraging

33
Q

improving transmission via

A

email, collaborative discussion sites, recorded messages, broadcast voice mail

34
Q

improving reception

A

finding ways to hear what employees feel and think

35
Q

organizational silence

A

employees believe that telling management about problems would not make a difference

36
Q

ways to overcome organizational silence

A

company hotlines, survey feedback, informal meetings, surprise visits , blog

37
Q

when is control achieved

A

behavior and work procedures conform to standards and when company goals are accomplished

38
Q

standards are determined by

A

listening to customer feedback
observing competitors
benchmarking

39
Q

standards

A

basis of comparison for measuring the extent to which various kinds of organizational performance are satisfactory or unsatisfactory

40
Q

dynamic process

A

constant change, ongoing

41
Q

cybernetic change

A

constant attention

42
Q

Three basic review mechanisms of the control process

A

feedback, concurrent, feedforward

43
Q

feedback control ( output)

A

gathering info about performance deficiencies after they occur and using it to correct or prevent performance deficiencies

44
Q

concurrent control (output)

A

gathering info about performance deficiencies as they occur
this eliminates the delay between performance and feedback

45
Q

control loss

A

occurs when behavior and work procedures do not conform to standards

46
Q

regulation costs

A

associated with implementing or maintaining control

47
Q

cybernetic feasibility

A

extent to which it is possible to implement each step in the control process

48
Q

determinants of the worthiness of control

A

regulation costs
cybernetic feasibility

Management (6 decks)

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