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CM Course 1 > Promoting Effective Communication > Flashcards

Promoting Effective Communication Flashcards

1
Q

Communication

A

the sharing of information between two or more individuals or groups to reach a common
understanding.

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2
Q

How can a manager master the basic functions (planning, organizing, leading, and controlling) of managing?

A

Be a first rate communicator

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3
Q

Managers use communication to:

A
  • Project a professional image
  • Build relationships
  • Motivate and inspire staff
  • Deliver clear directions
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4
Q

Two phases of the communication process

A
  • The Transmission Phase

- The Feedback Phase

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5
Q

Communication Process:

The Transmission Phase

A

In the transmission phase information is shared between two or more
individuals or groups

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6
Q

Transmission phase steps:

A
  • The sender (person or group) decide on the
    message or information to communicate.
  • The sender translates the message into symbols
    or language through encoding.
  • Once encoded the message is transmitted
    through a medium (phone, email, letter, etc.) to the
    receiver.
  • The receiver interprets and tries to make sense
    of the message through a process called
    decoding.
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7
Q

Communication Process:

The Feedback Phase

A

The feedback phase eliminates misunderstandings, ensures that messages are correctly interpreted, and enables senders and receivers to
reach a common understanding

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8
Q

Feedback phase steps:

A
  • The receiver now becomes the sender and
    decides what message to send to the original
    sender.
  • The sender encodes the message and transmits
    it through a medium.
  • The receiver decodes the message.
  • The process begins again with the transmission
    phase and feedback phase and continues until a
    common understanding has been meet.
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9
Q

Verbal Communication

A

Verbal communication is the encoding of messages into words, either written or spoken.

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10
Q

Nonverbal Communication

A
  • Nonverbal communication is the encoding of messages by means
    of facial expression, body language, and styles of dress.
  • Nonverbal communication can be used to backup or reinforce
    verbal communication
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11
Q

Factors can cause communication to break down or be ineffective, including:

A
  • Perception
  • Selective Listening
  • Value Judgement
  • Source Credibility
  • Communication Overload
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12
Q

Barriers to Effective Communication: Perception

A
  • Perception is the process by which one interprets input and gives it meaning.
  • Perception is subjective and is influenced by personality, culture, values, moods, attitudes,
    experience, and knowledge.
  • Many of the problems in communication can be traced to differences in perception and
    interpersonal style.
  • Managers who develop the ability to put another’s perception into context greatly increase
    their effectiveness of their communication.
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13
Q

Barriers to Effective Communication: Selective Listening

A
  • Selective listening occurs when an individual blocks out information that conflicts with their
    beliefs or preconceptions.
  • Selective listening can be the result of prejudice, assumptions, and/or inattention.
  • Managers can improve listening skills by evoking self-discipline, and using empathy to see
    things from a speaker’s perspective.
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14
Q

Barriers to Effective Communication: Value Judgment

A

occurs when a receiver makes a judgment on the worth of a communication
based on the sender, and their past experience with that sender.

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15
Q

Barriers to Effective Communication: Source Credibility

A

the credibility a receiver assigns to a sender and their message

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16
Q

Barriers to Effective Communication: Communication Overload

A

occurs when the receiver feels overwhelmed by the volumes of communications and data that is being received

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17
Q

Impact of poor communication

A

Managers and organizational members that are ineffective

communicators cause organizational performance to suffer, and can cause any competitive advantage to be lost.

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18
Q

Three factors in choosing a communication medium

A
  • Information Richness
  • Time
  • Need for Documentation
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19
Q

Information Richness

A
  • Information richness is the amount of information that a communication
    medium can carry and to the extent to which the medium enables the
    sender and receiver to reach a common understanding.
  • Media high in information richness can carry an extensive amount of
    information and help senders and receivers come to a common
    understanding.
20
Q

Information Richness: low to high

A

Impersonal written communication > personally addressed written communication > spoken communication electronically transmitted > face-to-face communication

21
Q

Time

A

Time is an extremely valuable resource in an organization, therefore it is imperative that managers choose an appropriate communication medium that wastes as little time as possible.

22
Q

Need for Documentation

A

In some situations it is necessary for a manager to be able to document a
conversation, or verify that a message was received. Managers need to
choose the medium that will accomplish this requirement when necessary

23
Q

Management by Wandering Around

A

Management by wandering around is a face-to-face communication
technique in which a manager walks around a work area and talks
informally with employees about issues and concerns.

24
Q

Advantages of written communication

A
  • It is addressed to a particular person, so it has a good chance of being
    read.
  • It can be individualized by using a style that is compatible with the receiver.
25
Q

Information Overload

A
  • Impersonal written communication risks the possibility of information overload, which is the potential for important information to be ignored or overlooked while
    less important information receives attention.
  • Information overload can result in thousands of hours and millions of dollars in
    lost productivity.
26
Q

Communication networks

A

the pathways along which

information flows in groups and teams and throughout the organization.

27
Q

Three types of communication networks

A
  • Internal Networks
  • Organizational Communication Networks
  • External Networks
28
Q

Communication Networks:

Internal Networks

A
  • Wheel Network
  • Chain Network
  • Circle Network
  • All-Channel Network
29
Q

Wheel Network

A
  • In a wheel network, information flows to and from one central member
    of the group, as other group members do not need to communicate
    with one another to perform at a high level.
  • Wheel networks are often found in command groups with pooled task
    interdependence.
30
Q

All-Channel Network

A
  • An all channel network is found in teams and is characterized by high
    levels of communication that flows in all directions.
  • Top management teams, cross-functional teams, and self-managed
    work teams frequently have all-channel networks
31
Q

Chain Network

A
  • In a chain network, members communicate with one another in a
    predetermined sequence.
  • Chain networks are found in groups with sequential task
    interdependence, such as in assembly-line groups.
32
Q

Circle Network

A
  • In a circle network group members communicate with others who are similar to them in experiences, beliefs, areas of expertise, etc.
  • Circle networks often times includes communication between individuals whose offices are next to their own.
33
Q

Organizational Chart

A
  • An organizational chart is a graphical diagram that shows the structure
    of an organization and the reporting relationships of its employees.
  • An organizational chart represents the formal part of an organization’s
    communication flow.
34
Q

Informal Communications

A
  • Informal communications are communications that occur outside of an
    organization’s formal channels, and flows around issues, goals and
    projects.
  • Informal communication is an important component of how business is
    conducted in today’s workplace and how it contributes to organizational
    effectiveness.
  • Informal communication networks can contribute to an organization’s
    competitive advantage, because it ensures that employees have the
    information that they need to accomplish their goals.
35
Q

Vertical and Horizontal Communication

A
  • Vertical communication is communication that travels up and down the
    corporate hierarchy.
  • Horizontal communication is communication that travels at the same
    level in the corporate hierarchy or sideways
36
Q

Communication Networks:

External Networks

A

External networks are networks that exist outside of an organization
and are important for building relationships, generating business
opportunities, making job connections, etc.

37
Q

Technology and Communication: Intranets

A
  • Intranets are a company-wide system of computer
    networks that allow employees to have many kinds of information at their fingertips.
  • Intranets can be accessed by different kinds of
    computers which allows all members of an organization to be linked together.
  • Intranets are projected by a firewall security
    system from hackers and competitors.
  • The advantage of an intranet is its versatility as a
    communication medium.
38
Q

Technology and Communication: Extranets

A

An extranet is similar to an intranet except that is
provides a private communication system to
connect employees with individuals outside the
organization (customers, vendors, stakeholders).

39
Q

Technology and Communication: Groupware

A

Groupware is computer software that enables members of groups and
teams to share information with one another to improve their
communication and performance.

40
Q

Technology and Communication: Collaboration Software

A
  • Collaboration software is groupware that aims to promote collaborative,
    highly interdependent interactions among members of a team and to
    provide the team with an electronic meeting site for communication.
  • Collaboration software can be much more efficient than email or instant
    messaging for managing ongoing team collaboration and interaction
    that is not face-to-face.
41
Q

Technology and Communication; Wireless Networks

A
  • The development of wireless networks are one of the biggest
    advancements in communication.
  • Wireless networks allow employees to increase productivity, improve
    decision making, and communicate with other stakeholders more
    rapidly using smartphones, tablets, and laptop computers
42
Q

Technology and Communication: Blogging

A

a website on which an individual, group, or organization posts
information, commentary, and opinions and to which readers can often
respond with their own commentary and opinions.

43
Q

Technology and Communication: Texting

A
  • Texting, thanks to smartphones, has become an alternate way to
    communicate with employees and customers.
  • Text messages are best used for emergency messaging or obtaining
    quick confirmations.
44
Q

Technology and Communication: Social Media

A
  • A social networking site is a website that enables people to communicate
    with others with whom they have some common interest or connection.
  • Popular social networking sites include: Facebook, LinkedIn, Google+, and
    Twitter.
  • A businesses use of social networking include networking, information
    sharing, marketing, customer feedback, and more.
  • Many businesses have developed guidelines for social media use to prevent
    public disclosures that could hurt the organization’s reputation or initiate a
    public scandal.
45
Q

Communication Skills for Senders

A
  • Send Clear and Complete Messages
  • Encode Messages in Symbols the Receiver Understands
  • Avoid Jargon
  • Select a Medium Appropriate for the
    Message
  • Select a Medium the Receiver Monitors
  • Avoid Filtering and Information Distortion
  • Include a Feedback Mechanism in
    Messages
  • Provide Accurate Information
46
Q

Communication Skills for Receivers

A
  • Pay Attention
  • Be Empathetic
  • Be a Good Listener
47
Q

Linguistic style

A

a person’s characteristic way of speaking

CM Course 1 (9 decks)

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