ch 8 communication Flashcards

1
Q

communication

A

how we coordinate actions and achieve goals
a process by which info is exchanged btw individuals through a common system of symbols, signs, or behavior

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2
Q

three main functions of communication

A

coordination, transmission of info, and sharing of emotions and feelings

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3
Q

sender

A

a boss, coworker, or customer originates the message with a though

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4
Q

medium

A

is which form the message is delivered in - spoken words, written words, signs

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5
Q

receiver

A

the person who receives the message

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6
Q

noise

A

anything that interferes with or distorts the message being transformed

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7
Q

barriers to communication

A

filtering
selective perception
info overload
emotional disconnects
lack of source familiarity or credibility
workplace gossip
semantics

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8
Q

filtering

A

the distortion or withholding of info to manage a person’s reactions

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9
Q

selective perception

A

filtering what we see and hear to suit our own needs

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10
Q

info overload

A

when the info processing demands on an individual’s time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing

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11
Q

emotional disconnects

A

effective communication requires a sender and receiver to be open to speaking and listening

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12
Q

grapevine

A

informal gossip network

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13
Q

semantics

A

words can mean different things to different people, or they might not mean anything to another person

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14
Q

five rules for active listening

A
  1. listen for message content
  2. listen for feelings
  3. respond to feelings
  4. note all cues
  5. paraphrase and restate
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15
Q

verbal communication

A

medium = oral
talking in person or over the phone
benefits: speed, feedback, exchange

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16
Q

storytelling

A

helps construct common meanings for individuals within the organization
can help clarify key values and also help demonstrate how certain tasks are performed within an organization

17
Q

crucial conversation

A

discussion in which not only are the stakes high, but also the options vary and emotions run strong

18
Q

written communication

A

printed messages

19
Q

non verbal communication

A

body language
eye contact
facial expressions
posture
touch
space
communication channels

20
Q

info richness of info channels (high to low)

A

face-to-face convo
videoconference
telephone convo
e-mails
handheld devices
blogs
written letters and memos
formal written documents
spreadsheets

21
Q

public relations

A

create external communications about a client’s product, service, or practices for specific receivers

22
Q

external communications

A

press releases
ads
web pages
customer communications`

23
Q

downward communication

A

from one level to a lower level
- one way
- feedback is rare

24
Q

upward communication

A

flows to a higher level
- provides feedback, progress, and share problems with higher-ups

25
Q

lateral (horizontal) communciation

A

amongst members of the same work group or level
- saves time and increases coordination

26
Q

cultural barriers to communication

A

semantics
connotations
tone differences
tolerance for conflicts and methods of resolving conflicts