Chapter 17 Flashcards
Managers communication is _______ directed— directs everyone’s attention toward the ______.
Purpose, goals.
Climate of trust and openness:
Open communication/dialogue encourages honesty, enhanced interpersonal skills foster openness/honesty/trust.
Open communication:
Sharing all types of information throughout organization.
Centralized network:
Team members communicate through one individual.
Decentralized network:
Individuals communicate freely with other team members.
Communication channels:
Managers must choose appropriate channels to convey messages, each communication channel has advantages and disadvantages.
Channel richness:
The amount of information that can be communicated in an episode.
Issuing directives is no longer effective to persuade and influence:
Establish credibility, build goals on common ground, connect emotionally, use multiple media to send important messages.
Communication apprehension:
Fear of communication.
Communicating with candor:
Confident, positive approach, facts rather than judgments, clear and specific, I statements.
Asking questions:
Questions build trust/openness between managers/employees, builds critical thinking skills, stimulates mind and gives people chance to make difference.
Listening:
Listening to employees/customers is important, information flows from bottom up, blogs used to stay in touch with employees/customers.
Nonverbal communication:
Message sent through human actions and behavior, can express enthusiasm, warmth, confidence, arrogance, indifference, and displeasure.
Four types of workplace communication:
Social media to improve internal/external communication, informal personal communication channels, formal communication channels, developing strategies for crisis communication.
Social media:
Listening to customers, communicating to customers, engaging employees.
