ch 8 communication

Question 1

communication

Answer 1

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

Question 2

three main functions of communication

Answer 2

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

Question 3

sender

Answer 3

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

Question 4

medium

Answer 4

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

Question 5

receiver

Answer 5

the person who receives the message

Question 6

noise

Answer 6

anything that interferes with or distorts the message being transformed

Question 7

barriers to communication

Answer 7

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

Question 8

filtering

Answer 8

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

Question 9

selective perception

Answer 9

filtering what we see and hear to suit our own needs

Question 10

info overload

Answer 10

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

Question 11

emotional disconnects

Answer 11

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

Question 12

grapevine

Answer 12

informal gossip network

Question 13

semantics

Answer 13

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

Question 14

five rules for active listening

Answer 14

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

Question 15

verbal communication

Answer 15

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

Question 16

storytelling

Answer 16

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

Question 17

crucial conversation

Answer 17

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

Question 18

written communication

Answer 18

printed messages

Question 19

non verbal communication

Answer 19

body language
eye contact
facial expressions
posture
touch
space
communication channels

Question 20

info richness of info channels (high to low)

Answer 20

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

Question 21

public relations

Answer 21

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

Question 22

external communications

Answer 22

press releases
ads
web pages
customer communications`

Question 23

downward communication

Answer 23

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

Question 24

upward communication

Answer 24

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

Question 25

lateral (horizontal) communciation

Answer 25

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

Question 26

cultural barriers to communication

Answer 26

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