T4: Managerial Communication

Question 1

explain the ‘COMMUNICATION PROCESS’ and list the parts to it in order.

Answer 1

> > process in which understanding and meaning are transferred from one person to another.

• >
  1. Sender -> purpose
  2. Encoding -> message
  3. Channel -> message
  4. Decoding -> message
  5. Receiver -> message transferred successfully?
  6. Feedback ->

Question 2

explain the ‘ENCODING’ part of the ‘communication process’

Answer 2

> > converting a message into symbolic form.

> first part of the com process when a sender creates a message by encoding a thought.

Question 3

define a ‘MESSAGE’

Answer 3

> > a purpose for communicating that’s to be conveyed.

Question 4

explain the ‘CHANNEL’ part of the communication process.

Answer 4

> > the medium by which a message travels.

> choose between a formal or an informal channel.

Question 5

define ‘MEDIA RICHNESS’

Answer 5

> > the capacity for different communication media to facilitate shared meaning.

Question 6

explain the ‘DECODING’ part of the communication process.

Answer 6

> > translating a received message into a form that can be understood by the receiver.

Question 7

explain the ‘FEEDBACK’ part of the communication process.

Answer 7

> > is the check on how successful we’ve been in transferring our messages as originally intended.

Question 8

explain ‘NOISE’ and how it can interfere with effective communication.

Answer 8

> > any factor that interferes with or disrupts the communication process.
a distracted in the process which may fragment the message.

Question 9

define ‘BODY LANGUAGE’

Answer 9

> > nonverbal communication cues such as facial expressions, gestures and other body movement.

Question 10

define ‘VERBAL INTONATION’

Answer 10

> > an emphasis given to words or phrases that conveys meaning.
- # - # - # -
research: 65-90% of the message from face-to-face conversation is interpreted through body language.
w/out complete agreement b/w the spoken words and the BL that accompanies it, receivers are more likely to react to body language as the ‘true meaning’.

Question 11

what are the 4 types of ‘Managerial communications’ what purpose do they each serve?

Answer 11

1. Relational: building trust
2. Transformational: stimulating change
3. Informational: providing facts
4. Promotional: directing action

Question 12

list the 7 barriers to effective communication.

Answer 12

1. Filtering
2. Selective perception
3. Information overload
4. Emotions
5. Language
6. Gender
7. National culture

Question 13

explain the ‘FILTERING’ barrier to effective com.

Answer 13

> > deliberate manipulation of info to make it appear more favourable to the receiver.

Question 14

explain the ‘SELECTIVE PERCEPTION’ barrier to effective com.

Answer 14

> > receiving com on the basis of what one selectively sees and hears depending on their needs, motivations, experience, background and other personal characteristics.

Question 15

explain the ‘INFORMATIONAL OVERLOAD’ barrier to effective com.

Answer 15

> > when the amount of info one has to work with exceeds one’s processing capacity.

Question 16

explain the ‘EMOTIONS’ barrier to effective com.

Answer 16

> > how the receiver feel when a message is received.

Question 17

explain the ‘LANGUAGE’ barrier to effective com.

Answer 17

> > words have different meaning to different people, therefore receivers will use their definition of words being communicated.

Question 18

explain the ‘GENDER’ barrier to effective com.

Answer 18

> > how males and females react to com may be different, and they have a different com style.

Question 19

explain the ‘NATIONAL CULTURE’ barrier to effective com.

Answer 19

> > com differences arising from the different languages that individuals use to communicate and the national culture of which they are a part.

Question 20

define the ‘GRAPEVINE’ channel of communication.

Answer 20

> > an unofficial channel of com, neither authorised nor supported by the org.
information spread by word of mouth - rumours.
good info passes along rapidly, but bad info travels faster.
message may not be entirely true, but the report of something happening are probably on target.

Question 21

list the 4 ‘Communication Styles’

Answer 21

1. TR: Relator
2. TL: Socializer
3. BR: Thinker
4. BL: Director

Question 22

briefly explain the ‘RELATOR’ com style.

Answer 22

> > high level of concern towards employees, low level of concern toward task

> warm and friendly, slow and easy, shares feelings, good listener, cooperative

Question 23

briefly explain the ‘SOCIALIZER’ com style.

Answer 23

> > high level of concern towards employees, high level of concern toward task.

> relationships important, strong feeling of personal worth, fast paced, enthusiastic and persuasive, not afraid of risks.

Question 24

briefly explain the ‘THINKER’ com style.

Answer 24

> > low level of concern towards employees, low level concern toward task.

> an efficient perfectionist, slow and cautious, task-oriented, follows directions, works well along.

Question 25

briefly explain the ‘DIRECTOR’ style.

Answer 25

> > low level of concern toward employee, high level concern toward task.

> emphasis on results, little concern for relationships, does not share feelings, seen as dominating, fast-paced and decisive.

Question 26

how can managers overcome communication barriers?

Answer 26

> > by listening actively, using feedback (to and from employees), simplifying language.

Question 27

list and explain the 3 ‘COMMUNICATION PRINCIPLES’

Answer 27

1. Think carefully about what you are trying to achieve.
2. Identify your audience.
3. Match the messaging to the audience, the context and the desired outcome.

Question 28

list the 3 ‘Foundations of Good Employee Communication’

Answer 28

1. Understand your communications style
2. Understand the communication style of others
3. Understand behaviour and what motivated people.

Question 29

how can you let employees know that their input matters?

Answer 29

> holding meetings where info is shared and input solicited.
provide info about what’s going on, good or bad.
invest in training so employees see how they impact customer service.
analyse problems together - managers and employees
make it easy for employees to give input by setting up different ways for them to do so.

Question 30

list the 7 types of ‘TOXIC COMMUNICATION’

Answer 30

1. Blame and scapegoat
2. Accusation and back-stabbing
3. Meddling
4. Departmental feuding
5. Patronage
6. Secrets
7. Corporate self-deception