Reading 5: Communication - The Vital Link Supervisory in Management Flashcards
NEED FOR EFFECTIVE COMMUNICATION
Effective communication means that there is a successful _______________, meaning, and understanding from a sender to a receiver
Transfer of information
NEED FOR EFFECTIVE COMMUNICATION
Communication is a process of ___________________and __________________from one person to another.
Transmitting information and understanding
NEED FOR EFFECTIVE COMMUNICATION
The ability to communicate effectively is a key to ____________. Communication is a process that links all managerial functions.
Supervisory success
NEED FOR EFFECTIVE COMMUNICATION
Studies have indicated that supervisors generally spend between _____and _______percent of their time sending and receiving information.
70 and 90 percent of their time
NEED FOR EFFECTIVE COMMUNICATION
A study called “messaging practices in the knowledge economy” was conducted in Canada, Germany, United Kingdom, and United States. The study revealed that an average office worker in Canada sends and receives _____ messages a day. ______percent of the Canadian workers surveyed reporting that they feel overwhelmed by the volume of messages exchanged daily.
169 Messages a day
28% of Canadian workers
NEED FOR EFFECTIVE COMMUNICATION
The escalation of communication, especially via email, also raises important questions about ___________ and _____________. It appears that, while we are sending and receiving more messages than ever before, we may actually be communicating less effectively.
Privacy and ownership
NEED FOR EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION REQUIRES A TWO WAY EXCHANGE
Communication always involves at least two people, a _________and a ___________.
Sender and a receiver
NEED FOR EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION REQUIRES A TWO WAY EXCHANGE
Understanding is a personal matter between people. If the idea received has the same meaning as the one intended, then we can say that ______________has taken place. But if the idea received by a listener or reader is not the one intended, then _____________has not been accomplished.
Effective communication
NEED FOR EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION MEANS BETTER SUPERVISION
A supervisors effectiveness would depend greatly on the ability to ________________ and ideas to employees.
Transfer information
NEED FOR EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION MEANS BETTER SUPERVISION
Supervisors must know how to receive ______________and understand the messages sent by employees, other supervisors, and higher level managers.
Receive information
CHANNELS OF THE COMMUNICATION NETWORK
And every organization the communication network as two primary and equally important channels: 1. _______________ and 2. ______________. Both channels carry messages from one person or group to another.
- The formal, or official, channels of communication.
2. The informal channels, usually called the grapevine.
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS
Formal communication channels are established primarily by the ____________.
Organizational structure
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS
What are the 3 directions of formal communication that is essential for effective functioning of an organization.
- Downward communication
- Upward communication
- Horizontal communication
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - DOWNWARD COMMUNICATION
Downward formal channel of communication suggests that someone at the top issues instructions or disseminate information that managers at the next level in the hierarchy pass on to their subordinates, and so on down the line. The downward direction is the channel most frequently used by ______________for communication.
Higher level manager
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - DOWNWARD COMMUNICATION
Downward communication is mostly of of an _____________ and ____________ nature and requires action on the part of the subordinates.
Informative and directive nature
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - UPWARD COMMUNICATION
Upward communication usually is of an informing and ___________ nature, including questions, suggestions, and complaints.
Reporting nature
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - UPWARD COMMUNICATION
Supervisors should encourage upward communication among _______________and give ample attention to the information transmitted.
The keyword is Probe: ask questions such as “how can we improve?” “what can we do better?” “what if……..?” “what will make it work?”
Employees
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - UPWARD COMMUNICATION
A supervisors upward communication should be sent on time and in a form that will enable the manager to take necessary action. The supervisor should assemble and check the _________ before passing them on.
Facts
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - UPWARD COMMUNICATION
Higher level managers depend on the __________ for reliable upward communication, just as the ____________depends on his or her employees for the overflow information.
Supervisor (for both blanks)
CHANNELS OF THE COMMUNICATION NETWORK
FORMAL CHANNELS - HORIZONTAL COMMUNICATION
Horizontal communication is concerned mainly with communication between ____________or ______________at the same levels but in charge of different functions. A free flow of horizontal communication is needed to coordinate functions among various departments.
Departments or People
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE GRAPEVINE
Informal communication channels, the ______________, are a normal outgrowth of informal and casual groupings of people on the job, of their social interactions, and of their understandable desire to communicate with one another.
The grapevine
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE GRAPEVINE
The grapevine offers members of an organization an outlet for their imaginations and an opportunity to express their apprehensions in the form of rumors. True or false?
True
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - UNDERSTANDING THE GRAPEVINE
The grapevine often carries factual information, but sometimes it carries half-truths, rumors, private interpretations, suspicions, and other bits of distorted inaccurate information. Research indicates that many ____________have more faith and confidence in the grapevine that and what their supervisors tell them.
Employees
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - UNDERSTANDING THE GRAPEVINE
The grapevine sometimes helps clarify and supplement ______________, and it often spreads information that could not be disseminated as well or as rapidly through official channels.
Formal communication
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE
In order to cope with the grapevine supervisors should tune in on the grapevine and learn what it is saying. They should determine who its ___________ are and who is likely to spread information.
Leaders
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE
If a supervisor is realizing that a story is spreading and that it will lead to disappointment, the supervisor ought to move quickly to refute the story by presenting ____________.
The facts
The best cure for rumors is to expose the true facts to all employees and to give a straight answer to all questions whenever possible.
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE
Other frequent causes of rumors is uncertainty and fear. True or false?
True
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE
The best supervisory strategy for dispelling rumors is to state the facts _____________ and _____________.
Openly and honestly
CHANNELS OF THE COMMUNICATION NETWORK
INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE
There are situations when the supervisor does not have the facts. In this situation a supervisor should seek out the appropriate _________________to explain what is bothering employees and to ask for specific instructions as to what information may be given, how much maybe told, and when.
Higher level manager
BARRIERS TO EFFECTIVE COMMUNICATION
Human differences and organizational conditions can create obstacles that distort messages between people. These obstacles can referred to as ______________.
Noise.
Noise is obstacles that distort messages between people
BARRIERS TO EFFECTIVE COMMUNICATION
LANGUAGE AND VOCABULARY DIFFERENCES
People very greatly in their ability to convey meaning that others understand. For example, an accounting department supervisor may you specialize words that may be meaningless when conversing with the plant manager. Similarly, the plant manager uses highly technical engineering terms when conversing with the accounting supervisor, the latter will probably be confused. This is the communication problem known as _____________, or the use of words that are peculiar to a person’s particular background or specialty.
Jargon
Jargon is words that are peculiar to an occupation or a specialty
BARRIERS TO EFFECTIVE COMMUNICATION
LANGUAGE AND VOCABULARY DIFFERENCES
Another communication problem lies in the multiple meanings of words, known as ______________.d
Semantics
Semantics is the multiple meaning of words
The way some words are used in sentences can cause people to interpret messages in a manner other than the way that was intended.
BARRIERS TO EFFECTIVE COMMUNICATION
STATUS AND POSITION
______________refers to the attitudes that are held toward a position and its occupant by the members of the organization. There is a recognized ____________ difference between an executive level and a supervisory level, and between supervisors and employees.
Status
Status is attitudes toward a person based on the position he or she occupies.
BARRIERS TO EFFECTIVE COMMUNICATION
STATUS AND POSITION
When employees listen to a message from the supervisor, several other factors affect the effectiveness of the communication. Employees evaluate the supervisors in light of their own _____________and ________________.
Backgrounds and experiences
It is difficult for employees to separate a message from the feelings that they have about the supervisor that sends the message.
BARRIERS TO EFFECTIVE COMMUNICATION
STATUS AND POSITION
Obstacles due to status and position also can distort the upward flow of communication when subordinates are anxious to impress management. Employees may screen information passed up the line; they may tell the supervisor only what they think the latter likes to hear and omit or soften the unpleasant details. This problem is known as _______________.
Filtering
Filtering is the process of omitting or softening unpleasant details.
BARRIERS TO EFFECTIVE COMMUNICATION
RESISTANCE TO CHANGE OR NEW IDEAS.
It is normal for people to prefer that their environment not change. Consequently, a message that will change this equilibrium may be greeted with suspicion. The employees may screen out and reject new ideas if they conflict with a currently comfortable situation.
In the same fashion, most listeners are likely to receive only that portion of a message that confirms their present _____________ and will tend to ignore a message that conflicts with those ____________.
Beliefs
BARRIERS TO EFFECTIVE COMMUNICATION
PERCEPTUAL BARRIERS
A message is often misunderstood because we all see the world differently. Thus, perception is one of the major barriers to effective communication. Barriers can arise from deep-rooted personal feelings, prejudices, and cultural or ethnic differences.
The perception that all people in a certain group share common attitudes, values, and beliefs is called ________________.
Stereotyping
Stereotyping is the perception that all people in a certain group share common attitudes, values, and beliefs.
It becomes a barrier to effective communication when people are categorized into certain groups because of their sex, age, or race instead of being treated as equal individuals.
BARRIERS TO EFFECTIVE COMMUNICATION
PERCEPTUAL BARRIERS
Managers need to be aware of stereotyping because it can adversely affect ______________.
Communication
BARRIERS TO EFFECTIVE COMMUNICATION
INSENSITIVE WORDS AND POOR TIMING
Sometimes, one person uses so called ____________in a conversation. Comments such as “that’s the stupidest idea I’ve ever heard”, “you do understand, don’t you?”, or “you really know what you’re talking about?” can shut communication down. Often, the result is that the receiver of the _____________become silent and indifferent to the sender.
Killer phrase
BARRIERS TO EFFECTIVE COMMUNICATION
INSENSITIVE WORDS AND POOR TIMING
Another barrier to effective communication is the timing factor. Employees come to work with extra baggage - that is, they sometimes carry to work events that have happened off the job.
It’s hard to pay attention to someone else when you’re anticipating an upcoming test. In this example your circumstances and your attentiveness and responsiveness to the information will not be at the other party expected.
Supervisor should assume that most of the messages they send likely to be distorted.
True or false?
True
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
PREPARATION AND PLANNING
Studies have shown that supervisors are very busy people and are often interrupted. They rely on oral communication most of the time. As a result, supervisors must take a proactive approach to ensure the communication is effective.
A first major step towards becoming a better communicator is to avoid speaking or writing until a message to be communicated has been _______________ to the point that it is clear in the senders mind.
Thought through
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
USING FEEDBACK
Among the methods available to improve communication ____________is by far the most important. In communication, _____________is the receiver’s verbal or nonverbal response to a message. ____________can be used to determine whether or not the receiver understood the message and to get the receivers reaction to it.
Feedback
Feedback is the receivers verbal or nonverbal response to a message.
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
USING FEEDBACK
A simple way to encourage feedback is to __________the receiver and to judge that person’s responses.
Observe
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
USING FEEDBACK
Perhaps the best feedback technique is for the sender to ask the receiver to restate or _____________ the information just received.
Play back
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
USING FEEDBACK
A similar technique to paraphrasing is _____________feedback. This is used when the supervisor reflects the feelings or emotions expressed by the sender. For example, the supervisor might say, you feel *** because ****. _______________feedback emphasizes the supervisors empathy for the speakers feelings, and allows the sender to clarify or correct any misinterpretations.
Reflective
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
USING FEEDBACK
After sending a memo, fax, letter, or an email message, is often desirable to discuss the written correspondence over the telephone or face-to-face to ensure that the receiver understands it. When a supervisor receives a written message from someone else and there’s any doubt about it’s meaning, the supervisor should contact the sender to discuss and clarify the message.
True or false ?
True
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
DIRECT AND CLEAR LANGUAGE
Supervisors should avoid long, technical, complicated words. They should use language that the receivers will be able to understand without difficulty. Jargon or “shoptalk” should be only use if the receivers comfortable with it. The old KISS approach is usually a good model to remember: KISS stands for ______ _______ _______ ______.
KISS
Keep it short and simple
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
A CALM ATMOSPHERE
Is much better to communicate with both parties are calm and not burdened by unusual tension or stress. One of the best ways for a supervisor to ensure the proper atmosphere for communicating or discussing a problem with the employee is to set an appointment time for a meeting in a quiet room. This usually enables both parties to prepare to discuss the problem in a calm and unhurried fashion.
True or false?
True
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
TAKING TIME TO LISTEN
Another approach to overcoming barriers to communication is for both the ___________and ____________the receiver to take more time to listen, that is, to give the other person full opportunity to express what is on her or his mind.
Sender and receiver
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
TAKING TIME TO LISTEN
A supervisor should always patiently listen to what the employee has to say. Intensive listening helps to reduce _______________and, by listening, the supervisor will be better able to respond in ways that are appropriate to the concerns of the employee.
Misunderstandings
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
REPETITION OF MESSAGES
The degree of repetition required will depend largely on the content of the message and the ______________and _____________background of the employees for other people involved in the communication. However, message should not be repeated so much that it gets ignored because it sounds too familiar or boring. In case of doubt, some repetition is probably safer than none.
Experience and background
OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION
REINFORCING WORDS WITH ACTION
To succeed as communicators, supervisors need to complement their words with appropriate and consistent actions. If verbal announcement are backed up by action, supervisors credibility will be enhanced.
True or false?
True
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Effective communication means that a successful ______________ and understanding takes place between a sender and receiver. The ability to communicate effectively is one of the most important qualities leading to supervisory success.
Transfer of information
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Communication is a two-way process. Communication is successful only if the __________understands the message. The ___________need not agree with the message, just understand it as a sender intended.
Receiver
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Formal channels of communication operate downward, upward, and horizontally. These communication channels primarily serve to link people and departments in order to accomplish ______________.
Organizational of objectives
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Supervisors communicate _________to their employees, and employees communicate _______________to supervisors.
Downward and upward
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Equally important is a supervisors duty to communicate upward to management and horizontally with supervisors in other departments.
True or false?
True
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
In addition to the formal channels, every company has an informal channel, called the _____________. The ___________can carry rumors as well as facts. Supervisor should staying in touch with what is being transmitted on the ___________ and counteract rumors with facts where necessary.
Grapevine
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
____________ and _____________words are the most important means of communication.
Spoken and written
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
_______________ is generally Superior to other modes of communication because it enables face-to-face interaction.
Oral communicate
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
______________ is instantaneous. Written words and visuals are sometimes preferred because of their permanency.
Feedback
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Human differences in organizational conditions can create obstacles, called ____________, which distort messages between people. The use of jargon that the receiver does not understand can impede communication. Also, words have different meanings, so the sender must ensure that the receiver understands the intended meaning.
Noise
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
People with different status or position levels within an organization bring different points of view to an interaction, which can distort meaning. People may ___________ unpleasant information in communications with their managers. Also, peoples natural resistance to change can cause them to avoid ____________messages that upset the status quo or conflict with their own beliefs.
Hearing
Filter out
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
Individuals perceive the world from the context of their own backgrounds and prejudices. Perceptual barriers between sender and receiver, such as biases and stereotyping, can impede communication, as can conversation killing phrases and poor timing.
true or false?
True
COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT
SUMMARY
To overcome communication barriers, supervisor should adequately prepared what they wish to communicate. During face-to-face communication, the receivers verbal and nonverbal responses, called _______________, can help the supervisor determine whether or not the receiver understood the message. Asking the receiver to restate the messages is one ____________technique that helps verify understanding.
Feedback
