Module 8: Chapter 10 (Communication), Chapter 3 (Trust)

Question 1

Define Communication and the two principles, define effective communication

Answer 1

Communication: the process by which information is exchanged between a sender and a receiver

• The sender must encode thoughts into some form that can be transmitted to the receiver
• The receiver must perceive the message and decode it to achieve an understanding
• Errors can lead to misunderstanding of thoughts

Effective communication: communication whereby the right people receive the right information in a timely manner

Question 2

Define Chain of command and name the three forms of communications of command

Answer 2

Chain of command: lines of authority and formal reporting relationships
* Ex. A vice president has authority over the plant manager

Downward communication
Upward communication
Horizontal communication

Question 3

Define Downward communication, Upward communication, Horizontal communication

Answer 3

Downward communication— flows from the top of the organization toward the bottom.

Upward communication — flows from the bottom of the organization towards the top.

Horizontal communication — occurs between departments, usually as a means of coordinating effort.

Question 4

Deficiencies in the Chain of Command: define informal communication, slowness, and filtering

Answer 4

Informal Communication - good ideas don’t respect organizational boundaries and informal networks (often supported by the media) can be important sources of innovation be freeing up communication

Slowness - slow process for getting information up and down levels of organizations

Filtering: the tendency for a message to be watered down or stopped during transmission
* Ex. Upward filtering is used when people are afraid that management will use the information against them

Question 5

Define the Grapevine, who participates, what are the pros and cons?

(Grapevine focuses on how information travels)

Answer 5

Grapevine: an organization’s informal communication network
* Information that generally travels by word of mouth; social media and emails can also contribute
- Can transmit information relevant to the performance of the business as well as personal gossip

Who participates?
- Extraverts are likely to pass on information;
- Low-self esteem people can pass information for their personal advantage

Pros: +
Can keep employees informed about important organizational matters
Cons: -
Rumour: an unverified belief that is in general circulation

Question 6

Define Jargon

Answer 6

Jargon: specialized language used by job holders or members of particular occupations or organizations
* Communicating effectively with peers that mastered it; can also serve as a barrier to communicate with others

Question 7

What are the three forms of Non-Verbal Language? define Non-Verbal Communication and Body Language and descrive props, artifacts, costumes

Answer 7

Non-Verbal Communication: the transmission of messages by some medium other than speech or writing

Body Language: non-verbal communication by means of sender’s bodily motions of motions, facial expressions, or physical location

Non-verbal communication can be conveyed by:
○ Office décor and arrangement - tidy environments make people for comfortable and happy
○ Clothing - people wearing “business uniforms” communicate high status and authority

Question 8

Cross Culture Communication: state and explain the five factors of how cultures differ communication wise

Answer 8

• Language Differences
• Non-verbal Communication - ex. gestures, facial expressions
• Etiquette and Politeness
• Social Conventions - opening greetings differ
• Cultural Context : Cultures tend to differ on the extent to which context influences the meaning of communications
  Ex. East Asia and Latin America - they are high context cultures

Question 9

define Information richness, Computer-mediated communication (CMC), and Enterprise social media

Answer 9

Information richness: the potential information-carrying capacity of a communication medium
Ex. A face conversation is high in richness because the sender is present.
Text messages are not rich, as there’s no audio or body language.

Computer-mediated communication (CMC): forms of communication that rely on digital technology to facilitate information exchange

Enterprise social media: a private work-related social media platform that is accessible only by organizational members

Question 10

Organizational Approaches to Improving Communication: state the six techniques for improving organizational commincations

Answer 10

Employer branding: promoting a clear and consistent image of the positive and distinctive features of an organization as an employer

Provision of Explanations - organizations sometimes have to enact controversial policies to have the potential to spark employee resistance
Ex. Layoffs, pay rollbacks. Etc.

360-Degree Feedback: performance appraisal that uses the input of supervisors, employees, peers, and clients or customers of the appraised individual

Employee Survey: an anonymous questionnaire that enables employees to state their candid opinions and attitudes about a organization and its practices

Suggestion systems: programs designed to enhance upward communication by soliciting ideas for improved work operations form employees

Telephone hotlines and webcasts - hotlines are used a news format to present company information
Ex. Use for storms and strikes