S + 5: Communications in Operations

Question 1

Shannon + Weavers Model Constituents

Answer 1

Message
Information Source
Sender
Communication Channel
Receiver 
Feedback

Question 2

Two-way communication involes what?

Answer 2

Feedback Loop

Question 3

Do senders and recievers need to be humans?

Answer 3

No

Question 4

Communication channel definition

Answer 4

The medium selected by the sender through which the message travels

Question 5

Two types of Channels

Answer 5

Formal - established by the organisation, messages are professional
Informal - Personal or social messages

Question 6

4 directions of communication travel

Answer 6

Downward
Upward
Lateral
Diagonal

Question 7

Media Richness Theory. 3 Characteristics

Answer 7

Handle multiple cues simultaneously
Facilitate rapid feedback
Very personal in context

Question 8

3 types of media

Answer 8

Witten
Oral
Nonverbal

Question 9

High vs Low Richness

Answer 9

High = FTF, video call (less routine)
Low = Memos, Letters (more routine)

Question 10

What could be used to communicate a simple message about promotions?

Answer 10

Doesn’t need rich media as doesn’t need instant feedback.

Question 11

What could be used to discuss declining producticities in a maufacturing plant?

Answer 11

Less rich media would oversimplify, lead to confusion / misunderstanding. FTF is ideal, if not then video conference.

Question 12

Barriers to effective communications (8)

Answer 12

Filtering - manipulation of info so sender sees reciever more favourably
Selective Perception - Receiver pays selective attention to certain parts over others
Information overload - Info infolw exceeds processing capacity
Communication aprehension - Anxiety about FTF / Oral communication
Information relevance - How relevant it is
Sematics - Wors mean different things to different people
Lack of trust - Creates insecurity
Immediacy - Lack of an intervening or mediating agency