Chapter 13- Communication, IT, Emotional Intelligence

Question 1

Communication Flow in Organizations

Answer 1

• Vertical: From top of the organization to down. Good news flows fast. Bad news is filtered when it comes to the top. It’s slow.
• Downward: when you tell your boss what to do and how to do it. Top level-management communicates decisions down the chain of command to employment.
• Upward: Sending a message to your boss, gives employees participation in management & decisions to improve performance.
• Horizontal: Flow of information between colleagues and peers- formal communication, but doesn’t follow chain of command (multidirectional)
• Grapevine: Informal flow of information in any direction throughout an organization. Often called rumors and gossip

Question 2

Communication Process

Answer 2

1. Sender encodes the message and selects the transmission channel
2. Message is transmitted through a channel
3. Receiver decodes the message and decides if feedback is needed
4. Feedback, response, or new message may be transmitted through a channel

Question 3

Communication Barriers (9)

Answer 3

Perception, Information Overload, Channel Selection, Noise, Trust & Credibility, Poor Listening, Emotions, Language/Culture, Difference

Question 4

Different Communication Channels

Answer 4

1. Oral Communication
   Face-to-Face, Voice Mail, Meetings, Presentations
2. Nonverbal Communication
   Body Language and Environment
3. Written Communication
   Texting, Email, Memos, Letters, Reports, Posters, Newsletters

Question 5

Message Receiving Process

Answer 5

Listening
Analyzing
Checking Understanding

Question 6

Five Dimensions of Emotional Intelligence

Answer 6

• Self-awareness: understanding your own emotions
• Self-management: ability to manage your own emotions
• Self-motivation: ability to persist through failure and setbacks
• Empathy: ability to understand others’ emotions and to see things from their perspective
• Social skills: to handle others’ emotions