Week 12: Communication

Question 1

Communication

Answer 1

The process by which information is transmitted and understood between two or more people or a group.

Question 2

Why is organisational

communication important?

Answer 2

Facilitating coordination between employees

Building (social) bonds

Facilitating knowledge management

Enhancing high-quality decisions

Question 3

A model of communication

Answer 3

This model is quite complex and you’ll have to have a look at the slides, can’t really convert it to flashcards

You’re a very good person Sam. You’re an amazing person!!

Question 4

2 main Communication channel types

Answer 4

Verbal and non-verbal

Question 5

Verbal

Answer 5

Any oral or written means of transmitting meaning through words. Better used when it is necessary to convey emotions

Question 6

Non-verbal

Answer 6

includes any other type of communication that doesn’t use words. Better used for recording and depicting details

Question 7

Non-verbal communication – Five main types

Answer 7

Personal space (proxemics)

Facial Expression

Eye Contact

Touch

Body Language (kinesics)

Question 8

External organisational communication

Answer 8

Organisation sends messages to the outside world about the organisations products or services and how these may differ from other companies. E.g. website, brochures, media relations

Question 9

Internal organisational communication

Answer 9

communication that can flow upwards, downwards or horizontally

Question 10

Formal Communication: Downward communication

Answer 10

Messages sent from superiors to subordinates. Used for functions such as instructions and explanation about policies and practices. Includes any messages sent by supervisors to their subordinates.

Question 11

Issues with downward communication

Answer 11

Not always successful

Overestimate perceived frequency.

Managers overestimate their understanding of employee problems

Question 12

Formal Communication: Upward communication

Answer 12

Messages from the lower levels of the organisation to the upper levels. Used to provide information on what subordinates are doing and to inform of issues and problems.

Question 13

Formal Communication: Horizontal communication

Answer 13

communication that occurs at same level of an organisation. Used for functions such as task coordination, problem solving and conflict resolution.

Question 14

Informal internal communication:

The Grapevine

Answer 14

The informal networks within the organisation that are based upon social relationships. Useful for employees to get information as formal communication can take time.

Question 15

4 communication barriers

Answer 15

Perceptions

Filtering

Language problems

Information overload

Question 16

Perceptions

Answer 16

mental models or perceptual frames between the sender and receiver are different

Question 17

Filtering

Answer 17

the deleting or delaying negative information from a message so that the message is seen more favourably by the receiver

Question 18

Language problems

Answer 18

sender and receiver don’t have a shared common understanding of the meaning of words and symbols

Question 19

Information overload

Answer 19

sheer volume of information a person receives simply exceeds their capacity to process it

Question 20

Conflict

Answer 20

The process that occurs when one party perceives another party to have negatively affected, or to be about to negatively affect, something that the first party cares about.

Question 21

Types of conflict

Answer 21

Intra-personal: individual/group faces role conflict or ambiguity

Intra-group: between individuals within work unit or team

Inter-group: between groups within same organisation

Inter-organisational: between organisations

Question 22

Why does conflict occur

Just know a few : )

Answer 22

Resource scarcity

Ambiguity

Ineffective communication

Ineffective conflict management

Differences in needs, expectations, values, preferences

Question 23

Is conflict always bad?

Answer 23

No, Conflict can improve outcomes (constructive conflict).

Question 24

Conflict management

Answer 24

Conflict management refers to the interventions that alter the level and form of conflict that maximise its benefits and minimise its dysfunctional consequences

Question 25

Conflict management styles 5 interpersonal types of dealing with conflict Just know a few : )

Answer 25

Problem-solving - “Let's find a solution that works for all of us” Avoiding – “I'll think about that tomorrow” Forcing – “It's not enough that I win - you must lose” Yielding – “Whatever” Comprising – “You win some, you lose some“

Question 26

Most effective conflict management approach

Answer 26

The problem solving approach as it is the only win win approach. However not all conflict needs problem-solving approach. E.g. when you don’t care about the outcome, a Yielding style may suffice.

Question 27

Cultural differences

Answer 27

Cultural differences can create difficulties in understanding and accepting others positions or behaviours. Differences can lead to negotiation misunderstandings.

Question 28

Best ways to manage conflict Just know a few : )

Answer 28

Focus on superordinate goals Reduce differences Improve communication Reduce level of interdependence Establishing rules and procedures