Reading 5: Communication - The Vital Link Supervisory in Management Flashcards by j smith

NEED FOR EFFECTIVE COMMUNICATION

Effective communication means that there is a successful _______________, meaning, and understanding from a sender to a receiver

Transfer of information

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NEED FOR EFFECTIVE COMMUNICATION

Communication is a process of ___________________and __________________from one person to another.

Transmitting information and understanding

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NEED FOR EFFECTIVE COMMUNICATION

The ability to communicate effectively is a key to ____________. Communication is a process that links all managerial functions.

Supervisory success

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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

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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

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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

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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

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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

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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

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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

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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.

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CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS

Formal communication channels are established primarily by the ____________.

Organizational structure

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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

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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

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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

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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

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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

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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

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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)

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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

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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

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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

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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

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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

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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