Chapter 11

Question 1

What is communication?

Answer 1

Communication: A process of sending and receiving messages with attached meanings.

Question 2

What is the communication process? Describe its elements.

Answer 2

The Communication Process:

• The Process: A sender encodes an idea/thought and sends it through a communication channel. The receiver decodes the message, creating a perceived meaning. The receiver then offers feedback based on this perceived meaning.
• Sender: A person or group trying to communicate with someone else.
• Encoding/Decoding: The process of translating an idea or thought into a message consisting of verbal, written, and/or nonverbal symbols. Decoding is the reverse process.
• Communication Channels: The pathway through which messages are communicated.
• Receiver: Decodes the message into a perceived meaning.
• Feedback: Communicating how one feels about something another has done or said.

Question 3

What is noise?

Answer 3

Noise: Anything that interferes with the effectiveness of communication. A barrier to feedback and communication in the workplace.

Question 4

What is nonverbal communication?

Answer 4

Nonverbal Communication: Communication through facial expressions, body language, eye contact, and other physical gestures.

Question 5

What is presence?

Answer 5

Presence: The act of speaking without using words.

Question 6

What are the broad types of barriers to effective communication?

Answer 6

Barriers to Effective Communication:

• Interpersonal barriers
• Physical distractions
• Semantic barriers
• Cultural barriers

Question 7

What are interpersonal barriers to communication? Provide some examples.

Answer 7

Barriers to Effective Communication, Interpersonal Barriers: Occur when individuals cannot listen objectively to the sender due to things such as lack of trust, personality clashes, reputations, or prejudices.

• Selective Listening: Individuals block out information or only hear things that match preconceived notions.
• Filter: Convery only parts of the information, not the entirety of it.
• Avoidance: Occurs when individuals ignore or deny a problem rather than confront it.

Question 8

What are physical distraction barriers to communication? Provide some examples.

Answer 8

Barriers to Effective Communication, Physical Distractions: Any physical distraction such as noises, sights, smells, etc. that distract from the message.

• Loud construction outside.
• Bad breath.

Question 9

What are semantic barriers to communication? How can they be mitigated?

Answer 9

Barriers to Effective Communication, Semantic Barriers: Involves poor word choice or mixed messages.
• Mitigated using KISS: “Keep it short and simple.”

Question 10

What are cultural barriers to communication? Provide some examples.

Answer 10

Barriers to Effective Communication, Cultural Barriers: Barriers which are inherent to communicating across cultures.

• Ethnocentrism: The tendency to believe that one’s culture and its values are superior to those of others.
• Parochialism: Assuming that one’s own cultural practices are the only right way of doing things.
• Low- versus High-Context Cultures: Low-context cultures express messages through written and spoken word while high-context cultures rely more on body language and contextual clues.

Question 11

What are the broad types of communication channels within organizations?

Answer 11

Types of Communication Channels within Organizations:

• Formal Channels: Follow the hierarchy of authority established by the organization.
• Informal Channels: Do not adhere to the organization’s hierarchy of authority.

Question 12

What is channel richness? What influences it?

Answer 12

Channel Richness: The capacity of a communication channel to convey information.

• Increases/decreases with more/less personalization, two-way dialogue, and time spent communicating.

Question 13

What is a grapevine in terms of communication channels?

Answer 13

Grapevine: A network of friendships/acquaintances through which rumours and other unofficial information get passed from person to person. A type of informal channel.

Question 14

Describe the types of communication flow within an organization.

Answer 14

Communication Flows in Organizations:

• Downward Communication: Flows down the chain of command from top to bottom.
• Upward Communication: Flows up the chain of command from bottom to top.
• Lateral Communication: Flows laterally at the same level of the organization.
• Organizational Silos: Units that are isolated from the rest of the organization by strong departmental or divisional lines.

Question 15

What is voice and silence in terms of organizational communication?

Answer 15

Voice and Silence in Organizations:

• Voice: Involves speaking up to share ideas, information, suggestions, and concerns upwards in an organization.
• Silence: Occurs when lower level employees choose not to share input that could be valuable to senior employees.

Question 16

What are relationships?

Answer 16

Relationships: Particular types of connection between people who have dealings with one another.

Question 17

How are relationships developed?

Answer 17

Relationship Development:

• Relational Testing: The process through which individuals make disclosures and form opinions about others based on their disclosures.
• Disclosures: Opening up or reveling to another of something about oneself.

Question 18

How are relationships maintained?

Answer 18

Relationship Maintenance:

• Relational Violation: The violation of some boundary of acceptable behaviour in the relationship.
• Relational Repair: Involves actions to return the relationship to a positive state.
• Relationship testing is used to detect violations.

Question 19

What are supportive communication channels in terms of relational communication?

Answer 19

Supportive Communication Principles: Set of tools focused on joint problem solving in relational contexts. Focused on dealing with relational breakdowns and addressing problematic behaviours before the escalate into relational violations.

Question 20

What is the difference between defensiveness and disconfirmation in terms of relational communication? What are their similarities?

Answer 20

Defensiveness: Occurs when individuals feels as though they are being attacked and need to protect themselves. Often results in anger and aggression.

Disconfirmation: Occurs when individuals feels as though their self-wroth is being questioned. Often results in anger and aggression.

Question 21

What is active listening? What are its constituent elements?

Answer 21

Active Listening: Involves listening to another person with the purpose of helping a person think through their problem.

• Reflecting: Involves paraphrasing back what the speaker has said, summarizing what has been said, or asking for clarification.
• Probing: Asking for additional information.
• Deflecting: Shifting the conversation to another topic.
• Advising: Telling someone what to do.

Question 22

What is developmental feedback?

Answer 22

Developmental Feedback: A caring way to give feedback which is both honest and constructive.

Question 23

What is the Johari Window?

Answer 23

Johari Window: A tool that helps analyze relationships. It works with what is known by others on the Y axis and what is known by self on the X.
• Known by Self, Known by Others: Open area.
• Unknown by Self, Known by Others: Blind area.
• Known by Self, Unknown by Others: Hidden area.
• Unknown by Self, Unknown by Others: Unknown area.

Question 24

What is feedback orientation?

Answer 24

Feedback Orientation: How receptive one is to feedback.