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BMAN 214 > SU 9: Managing Communication > Flashcards

SU 9: Managing Communication Flashcards

1
Q

Effective communication leads to ____

A

Better bottom line results

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2
Q

Managers communication should be ___

A

Purpose directed

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3
Q

Explain strategic conversation

A

Refers to people talking across boundaries and hierarchical levels about the team or organizations vision, and the values that help achieve goals

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4
Q

Explain the manager’s role in communication

A

Purpose directed
- direct attention to vision, values, desired outcome
- influence employee behavior

Strategic conversations
- open communication climate
- asking questions
- listening
- feedback

Methods
- rich channels
- social media
- upward, downward, and horizontal channels
- personal networks

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5
Q

What is communication

A

Communication is the process by which information is exchanged and understood by two or more people, usually with the intent to influence or motivate behavior

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6
Q

What do managers consider their most critical skill and one of their top responsibilities

A

Communication

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7
Q

Explain the model of communication

A

Being a good communicator starts with acknowledging how complex communication is, and understanding the key elements of the communication process.

Encode = thought or idea by selecting symbols (such as words) with which to compose a message.
Message = a tangible formulation of the thought or idea sent to the employee.
Channel = medium by which the message sent.
Decode = symbols to interpret the meaning of the message.
Feedback = employee responds to a manager’s communication with a return message.

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8
Q

Encoding and decoding sometimes cause communication errors such as ___

A

Noise - individual differences, knowledge, values, attitudes and background act as filters that may create misunderstanding (noise) when translating from symbols to meanings.

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9
Q

Explain feedback

A

Feedback is the response to a message that enables a manager to determine whether the employee correctly interpreted the message

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10
Q

What are factors that enhance or detract from communication

A
  • open communication climates
  • asking questions
  • listening
  • nonverbal behavior
  • communicating with candor
  • communication channels
  • the ability to persuade
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11
Q

Explain open communication

A

Means sharing all types of information throughout the organization, across functional and hierarchical boundaries

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12
Q

What consists of an open communication environment

A
  • people know where they stand and what rules they need to play by
  • helps people to accept, understand and commit to goals
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13
Q

What is employee communication focused on

A
  • extent to which team communications are centralized
  • the nature of the teams task
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14
Q

What is a centralized network

A

Team members must communicate through one individual to solve problems or make decisions (limits the number of people involved in decision making)

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15
Q

What is a decentralized network

A

Individuals can communicate freely with other team members (members process information equally among themselves until all agree on a decision this for complex, difficult work environments)

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16
Q

What is channel richness

A

It is the amount of information that can be transmitted during a communication episode.

17
Q

What are the channels through which a manager may choose to communicate (pg 492)

A
  • face to face = richest medium
  • telephone call = next in richness
  • use electronic messaging
  • memos or letters
  • report/bulletins = lowest in richness
18
Q

True or False:
The channels available to managers can be classified into hierarchy based on information richness

A

True

19
Q

The capacity of information channels is influenced by three characteristics, explain them

A

1) the ability to handle multiple cues simultaneously 2) the ability to facilitate rapid two-way feedback and 3) the ability to establish a personal focus for the communication

20
Q

Explain routine messages

A

is typically simple and straightforward. Characterized by conveying data, it is best communicated through channels lower in richness

21
Q

Explain non-routine messages

A

Typically ambiguous, and involve great potential for misunderstanding. Characterized by time pressure and surprise. Communicate non-routine messages effectively through rich channels.

22
Q

Communication is not just for conveying information, _____

A

Communication is also for persuading and influencing people, which is a critical ability

23
Q

What are the key points for practicing the art of persuasion

A
  • establish credibility
    a managers credibility is based on knowledge, expertise and interpersonal skills
  • build goals on common ground
    to be persuasive, managers should describe the benefits that employees will experience by embracing a new policy or fulfilling a request
  • connect emotionally
    the most effective persuaders are good listeners who establish emotional connection with others
  • use multiple media to send important messages
    when a message is highly important, leaders often use redundant communication sending the same messages in different channels
24
Q

What is communication apprehension

A

It is defined as an individual’s level of fear or anxiety associated with either real or anticipated communication

25
Q

What does communicating with candor mean

A

It means being direct, honest, and clear about what employees need to do to meet objectives, while also expressing respect for others and not making people feel slighted, controlled or exploited

26
Q

What are valuable techniques for communicating with candor

A
  • use “I” statements
  • stick to facts rather than judgments
  • be clear, specific and direct in your requests
27
Q

In order to have successful organizational conversations, managers need to learn to ____

A

Ask questions, asking questions can benefit both managers and employees in numerous ways

28
Q

What are the benefits of employees asking questions

A
  • it builds trust and openness between managers and employees
  • it builds critical thinking skills
  • questions stimulate the mind and give people a chance to make a difference
29
Q

Explain listening

A

Involves the skill of grasping both facts and feelings to interpret a message’s genuine meaning.

30
Q

What are the requirements of listening

A
  • Attention
  • Energy
  • Skill
31
Q

What are the keys to effective listening

A
  • listen actively
  • keep an open mind
  • resist distractions
  • judge content not delivery
  • hold one’s fire

pg 498

32
Q

A good listener:

A
  • finds areas of interest
  • is flexible
  • works hard at listening, and
  • uses thought speed to mentally summarize, and anticipate what the speaker says
33
Q

Define good listening

A

Means shifting from thinking about self to empathizing with the other person which requires a high degree of emotional intelligence

34
Q

Explain nonverbal communication

A

Refers to messages sent through human actions and behavior rather than through words

35
Q

When communicating in a face to face setting, there are three sources of communication cues what are they

A
  • verbal (the actual spoken words)
  • vocal (includes the pitch tone and timbre of a person’s voice)
  • facial expressions
36
Q

What are the four primary skills for managers to follow when communicating in a crisis (read pg 500)

A

> stay calm, listen hard: don’t allow yourself to be overwhelmed by the situation, reflect hope and optimism

> be visible: presence is important step-out immediately to reassure employees

> get the awful truth out: get facts and tell the truth to employees & public as soon as possible, this prevents rumors and misunderstandings

> communicate a vision for the future: people need to feel as though they have something to work for and look forward to

BMAN 214 (10 decks)

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