G5: Communication in workplace Flashcards
refers to all the ways a company and
its representatives communicate.
Organizational Communication
- How subordinates communicate to superiors or someone of higher rank.
Upward Communication
- It is used to limit the number of people communicating directly with the top executive.
Serial Communication
bad news and complaints are seldom relayed
MUM (minimize unpleasant messages effect
- Usually, an external consultant conducts an annual survey where employees are asked to rate their views on different factors regarding the work/workplace.
Attitude Surveys
- A meeting between an outside consultant and current employees to gather opinions and/or suggestions.
Focus Groups
An interview with a departing employee.
Exit Interviews
- Allows employees to communicate their thoughts with a sense of anonymity.
Suggestion Boxes
- Having third-party individuals (e.g., liaison or ombudsperson) who handle employee complaints and suggestions and then collaborate directly with management to resolve issues.
Third-Party, Facilitators
- Communication of superiors to subordinates or management to employees.
Downward Communication
- Its main use is to communicate non-work-related information.
Bulletin Boards
- The place for posting important changes in policy or procedure.
Policy Manuals
- Designed to boost employee morale.
Newsletters
- Organization-wide versions of the Internet.
Intranets
- Sharing business information among staff, managers, and customers.
Business Communication
- One of the most common methods and has the advantage of providing detailed information quickly to many people.
Memos or Memorandum
- Connects one caller to another.
Telephone Calls
- Are primarily used to ask questions and exchange general and/or timely information.
Email and Voicemail
Is transmitted through the grapevine. Communication is
often distorted.
Informal Communication
- Primarily focuses on individuals.
- The content lacks significance to those gossiping.
- Serves to entertain and provide social information.
Gossip
- Can be about individuals or other topics.
- Contains information significant to the lives of those communicating it.
- Serves the function of helping to make sense of ambiguous
information and of helping manage potential threats
rumor
- Employee 1 (Uno passes a message to E2 who passes it to E3, and so on. Either received by everyone or the
“chain breaks”
Single Strand Grapevine
- Uno passes the message to only a selected number of people.
Gossip Grapevine
- Uno tells a selected number of employees, who will tell a few selected others.
Cluster Grapevine
- Uno shares the message with a few employees, who then pass it on randomly to other employees.
Probability Grapevine
: received less than half of the information.
Isolates
: both received most of the information and passed it on to others
Liaisons
: heard most of the information but seldom passed it
Dead-enders
- Involves the exchanging of a message across a communication channel from one person to another.
Interpersonal Communication
- Information can be communicated in a variety of ways, such as orally, nonverbally, through a second party, or through a written medium such as a letter or memo.
Communication Channel
- Is the interference that affects proper reception of a message.
Noise
- Our words often say one thing, but our actions say another.
Nonverbal cues
(How we move and position our body)
Body Language
(Also provides nonverbal cues about their feelings and personality.
Use of Space
punctuality and tardiness
Use of Time
- the way we say things and consists of variables such as tone, tempo, volume, number and duration of pauses, and rate of speech.
Paralanguage
- Is concern on the objects that a person wears or with which they surround themselves.
Artifacts
- When a message contains more information than we can hold in memory, the information becomes leveled, sharpened, and assimilated.
Amount of Information
• (Ignored everything and is focused on one task)
Omission
• (Attempts to deal with every message she receives)
Error
• (Placing the work into a queue, or waiting line)
Queuing
• (Withdraws or runs away)
Escape
- The meaning of a message can change depending on the way in which the receiver interprets the message.
Message Received VS Message Interpreted
allows only the most important to go through
Use of a Gatekeeper
an organization reduces the amount of communication going to one person by directing some of it to another
Use of Multiple Channels
- listen only for words that indicate pleasure.
Leisure Listening
- listens for the main ideas behind any communication.
Inclusive Listening
- listens to the way the communication is presented.
Stylistic Listening
- hears and retains large amounts of details, but does not hear the meaning of those details.
Technical Listening
- hears tunes into the feelings of the speaker and most likely pays attention to nonverbal cues.
Empathetic Listening
- attends only to information that is consistent with her way of thinking.
Nonconforming Listening
(emotions gets in the way of communication.)
Emotional State
the way in which a received
message is interpreted)
Cognitive Ability
we only process pieces of information that are consistent with our opinion
Bias
