Management of Organization: Communication Flashcards
define communication
- the act or process of receiving & communicating messages
- an exchange or sharing of thoughts or info between one person & another
- the source of info to the organization
T/F:
communication promotes motivation among employees
TRUE
- helps in socializing
- plays a crucial role in altering an individual’s attitude
- assist in controlling the function of management
the communication process
sender -> message -> mode of transmission -> receiver -> decoding -> feedback -> sender
the person transmitting the message
Sender
- has a particular understanding of:
- the meaning of the message
- why the message is being dispatched
- the designated target
- the desired response
*all are encoded into the formulation of the message
the actual format of the communication effort
Message
- how it is worded & presented is an important variable
- voice tone, gestures, verbal images
- have associated connotations that imply meaning or hidden messages
describe the mode of transmission
- the means by which a message is sent
- oral, written, nonverbal, recorder, or third party
the target of the message
Receiver
- the person or group receiving the message
- background & perceptions may be different from those of the sender
- emotional state & social status in relation to the sender may affect receptiveness
how the receiver translates the communication, determining the respons
Decoding
- dependent on the sender, message, mode of transmission, and the receiver
- also depends on the receiver’s understanding of the message within the historical context (previous announcements, exchanges)
follow through & assertion that the message was received & understood
Feedback
- appropriate actions are taken
- must be included otherwise the whole communication effort collapses
communication sources
a. Formal
- exchange info through:
- - work orders
- - memos
- - meetings
- - policy manuals
- - job descriptions, etc.
b. Informal
- sources include:
- - newspapers
- - journals
- - magazines
- - TV
- - social media
communication directions
a. Vertical
- memos & other directives COME DOWN through the BUREAUCRATIC HIERARCHY
- responses & other info GO UP through the same network
b. Horizontal
- NORMAL EXCHANGE OF SERVICES, INFO, WORK ORDERS
- managers & staff talk to each other as peers
means/methods of communication
a. Dynamic
- 2 parties can SIMULTANEOUSLY EXCHANGE IDEAS & INFO
- receive SPONTANEOUS FEEDBACK
b. Canned
- “packaged”
- delivered in formats that DO NOT ALLOW RECIPIENT & SENDER TO RESPOND INSTANTANEOUSLY to each other
communication formats
a. Written
- letters, memos, work orders that are easy to document
- allows readers to study the message
b. Verbal
- sounds & words are used to express oneself
- telephone calls, intercom, face-to-face communication
c. Non-verbal
- gestures, mannerisms to express themselves
- sometimes contains hidden messages
signals transmitted by the demeanor or behavior of the sender
Non-verbal language
- tone of voice
- body & facial expressions
- person distance & movement
- physical environment
- connotation of time
an important amplifier of the signal
tone of voice
body & facial expressions that may signal the receiver that the sender is distracted/in a hurry
- frowns
- slouched body
- crossed arms
- inattentive, far-away look
making a direct physical movement toward the other person
person distance & movement
reducing background noise, ensuring privacy
physical environment
use of _____ can convey a powerful, non-verbal message
Time
- includes punctuality & priority
communication links
a. Personal
b. Organization
personal communication links
a. personal networking
- group of friends, peers, co-workers, supervisors
b. grapevine
- “gossip”
- valuable tool for managers
- links people across the organization
c. written communication
- key skills with the growth of e-mail & collaboration
gaffer
employer
organization communication links
a. internal information
- data w/in the organization
- management -> worker
b. stakeholder’s feedback
- info outside to whom the organization is serving
c. professional links
- individuals or organizations that provide info to the company
d. collaboration
- working jointly with other organizations or groups having the same purpose
- sharing the same info & resources
communication barriers
- structural
- problems in semantics
- technical problems
- people
- outcome problems
