Manager and Communications

Question 1

Define: Communication

Answer 1

The transfer and understanding of meaning.

Question 2

Interpersonal Communication vs. Organizational Communication

Answer 2

Interpersonal
-Communication between two or more people

Organizational
-All the patterns, networks, and systems of communication within an organization

Question 3

Four functions of communication:

Answer 3

Control
Emotional Expression
Motivation
Information

Question 4

Describe the Communication Process

Answer 4

Message
-Intended message

Encoding
-The message converted to symbolic form

Channel
-The medium through which the message travels

Decoding
-The receivers retranslation of the message

*entire process is susceptible to noise; Noise is defined as anything that can interfere with understanding

Question 5

Define: Nonverbal communication

Answer 5

Communication that is transmitted without words

Sounds with specific meanings or warnings

Images that control or encourage behaviors

Situational behaviors that convey meanings

Clothing and physical surroundings that imply status

Question 6

Define: Body Language

Answer 6

Gestures, facial expressions, and other body movements that convey meaning.

Question 7

Define: Verbal intonation

Answer 7

Emphasis that a speaker gives to certain words or phrases that conveys meaning.

Question 8

Barriers to Communication

Answer 8

Filtering
-The deliberate manipulation of information to make it appear more favorable to the receiver

Emotions

Information Overload
-When information exceeds our processing capacity

Defensiveness

Language

National Culture
-Culture influences the form, formality, openness, patterns, and use of information in communications.

Question 9

Ways to overcome barriers to effective interpersonal communication

Answer 9

Use feedback 
Simplify language 
Listen Actively 
Constrain Emotions 
Watch nonverbal cues

Question 10

Define: Formal Communication

Answer 10

Communication that follows the official chain of command or is part of the communication required to do one’s job.

ex. An employee communicating to a manager about his/her problems

Question 11

Define: Informal Communication

Answer 11

Communication that is not defined by the organization’s structural hierarchy.

Ex. Employees communicating among each other.

Question 12

Communication Flows

Answer 12

Downward Communication
-Flows from managers to employees. Used to inform, direct, coordinate, and evaluate employees

Upward Communication
-Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect.

Lateral Communication
-Communication that takes place among employees on the same level in the organization to save time and facilitate coordination.

Diagonal Communication
-Communication that cuts across both work areas and organizational levels in the interest of efficiency and speed.

Question 13

Define: Communication Networks

Answer 13

The variety of patterns of vertical and horizontal flows of organizational communication

Question 14

Types of communication networks:

Answer 14

Chain Network
-Communication flows according to the formal chain of command, both upward and downward.

Wheel Network
-All communication flows in and out through the group leader (hub) to others in the group.

All-Channel Network
-Communications flow freely among all members of the work team.

Question 15

Describe the Grapevine

Answer 15

An informal organizational communication network that is active in almost every organization.

Question 16

Types of Network Systems

Answer 16

Intranet
-An internal network that uses Internet technology and is accessible only to employees.

Extranet
-An internal network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers and vendors.