MGMT Final Ch. 13 Flashcards
Communication
The process of transmitting information and meaning
Effective Communication
The process of exchanging ideas, thoughts, opinions, knowledge, and data so that the message is received and understood with clarity and purpose
Why is communication important?
Essential for managing relationships with your staff, customers, and stakeholders
Benefits of effective communication
Creates better relationships
Helps to handle conflicts better
Builds empathy
Increases self-awareness
Builds trust
Communication flows
Downward, upward, horizontal, diagonal, external
Communication process
Idea formation, encoding, channel selection, decoding, feedback
Communication channels
Face to face, technology, formal documents, video conferencing, chat and messages
Communication barriers
Physical, physiological, information overload, language, cultural, listening, emotional, ender, perceptual
Sending messages
Develop rapport
State your communication objective
Transmit your message
Check the receiver’s understanding
Get a commitment and follow up
Feedback
Be open to receiving feedback
Be aware if nonverbal communication
Ask questions
Paraphrase
Active Listening
Puts the three parts of the message receiving process together by using verbal and nonverbal communications to show the send that the receiver is fully engaged and cares about the sender as a person
Improving Active Listening Skills
Make eye contact, don’t interrupt, listen without judging, stay focused, ask questions
Response Styles- Advising
provide evaluation, personal opinion, direction, or instruction and are after confrontational; helpful when solving problems
Response Styles- Diverting
switch the focus of communication to a new message (change the subject)
Response Styles- Probing
ask the speaker to give more information about some aspects of the message
