ch 12 Flashcards
(26 cards)
two types of communication
interpersonal and nonverbal
define sender distortion
skills, attitude, culture affect effectiveness of senders message
define message distortion
encoding error, content, or sender decision
define channel distortion
sender determines best channel
more = higher odds of distortion
define receiver distortion
decoding error, personal error, culture
feedback loop distortion
sender or receiver fails to contribute to feedback
filtering communication barrier
manipulate contents to be better for receiver
encouraged/discouraged by org culture
emotions communication barrier
feelings impact interpretation
info overload barrier
more than processing capacity of recipient
selective perception communication barrier
interpretation based on needs, motives, biases
defensiveness communication barrier
if threatened it’s hard to come to a mutual understanding
language communication barrier
diff. language or just diff jargon
national culture communication barrier
communication preferences are different t
what is formal org. communication
follows chain of command
what is informal org. communication
water cooler talk, in hallways
downward communication flow
down chain of command
control and authority
upward communication flow
info from employees abt how they feel
lateral communication flow
among employees of same level
diagonal communication flow
cuts across depts. and levels
chain style communication network
up and down chain of command
wheel org communication network
everyone (spokes) communicates through the leader (axel)
all channel org communication network
everyone to everyone
grapevine org communication network
rumours
63% of info
4 things physical offic should support
focused solo work
collaboration
learning
socializing
