Ch. 4 Flashcards
(46 cards)
How does communication flow through organizations?
Communication flows in vertical and horizontal directions through formal communication networks. Informally, communication flows in all directions via the grapevine.
When an employee goes to talk to the boss, the employee is using vertical upward communication.
True
What are the four steps in the communication process?
- Sender encodes the message and selects the transmission channel.
- Sender transmits the message.
- Receiver decodes the message and decides whether feedback is needed.
- Feedback is transmitted as a response or new message.
Low-context cultures rely heavily on nonverbal communication and subtle situational cues.
False
What are the five steps in the message-sending process?
- Develop rapport
- State the communication objective
- Transmit the message
- Check understanding
- Get a commitment and follow up
A good way to check understanding is to just ask, “Do you have any questions?”
False
How do you get feedback effectively?
Be open to feedback, observe nonverbal cues, ask questions, and paraphrase.
Effective managers take time to listen to employee complaints and suggestions for change.
True
What are the three steps in the message-receiving process?
- Listen to the message
- Analyze the communication
- Check understanding by paraphrasing and observing nonverbal cues
Asking questions while listening is part of effective listening.
True
What are the five response styles?
- Advising – providing evaluation or direction
- Diverting – switching the message or subject
- Probing – asking for more information
- Reassuring – giving supportive statements
- Reflecting – paraphrasing the message
Reflecting responses should be used in the beginning stages of communication.
False
What are the four situational supervisory styles?
- Autocratic (S-A): High task, low relationship
- Consultative (S-C): High task, high relationship
- Participative (S-P): Low task, high relationship
- Laissez-faire (S-L): Low task, low relationship
What four variables should be considered when selecting a communication style?
- Time – Do you have enough time for two-way communication?
- Information – Do you have the necessary information?
- Acceptance – Will the message be accepted without input?
- Capability – Does the other party have the ability and motivation?
If you don’t have time, you use the laissez-faire communication style.
False
What should and should not be done to calm an emotional person?
• Don’t argue, return negative behavior, or belittle the person.
• Do use empathic listening and reflecting statements.
When dealing with an emotional person, it’s a good idea to determine if their feeling is right or wrong.
False
How can criticism be given and received effectively?
• Seek criticism without becoming defensive.
• Be specific and offer clear feedback on how to improve performance.
If others think we need to change but we don’t agree, it’s usually a perception problem, and we should change.
True
Refers to the way managers design their firms to achieve the organization’s mission and goals.
Organizational structure
The compounded interpersonal communications process across an organization.
Organizational communication
The flow of information both up and down the chain of command.
Vertical communication
The flow of information between colleagues and peers.
Horizontal communication
The informal vehicle through which messages flow throughout the organization.
Grapevine
