Ch10: Communication Flashcards
What is the communication process?
-Sender
*Message to be sent
*Encoding message
-Channel
-Receiver
*Message received
*Message decoding
-Feedback
How does the downward communication organizational structure look like?
CEO -> (Senior vice pres) SVP -> Managers
3 characteristics of “the grapevine”
-Informal
-Perceived as more believable + reliable
-Largely used to serve self-interests
What is “the grapevine” a result of?
-Desire for info
-Ambiguous conditions
-Conditions that cause anxiety
-Serves employees social needs
2 types of upward communication in an organization structure.
-Serial communication
*Problems with flirting, positive bias, channel space
-Employee surveys
What greatly affects verbal communication?
Emphasis.
5 conversation killers:
-Slouch posture + crossed arms
-Unsolicited advice
-“That’s interesting, it made me think of (unrelated topic)”
-“You’re overreacting”
-Checking watch/phone
Name some communication channels.
-Face to face meeting
-Phone call
-Email
-Text/ DM
-Company newsletter
-Social networking
What is the “media richness” model?
-Helps explain choice of communication channel
*Choice depends on whether if message is routine
-Channels vary in info capacityo
-High-performing managers tend to be media sensitive
Characteristics of a “rich” channel (3 of them)
-Handle multiple cues simultaneously
-Facilitate rapid feedback
-Be personal
6 Organizational approaches to improving communication. Explain each.
-360-degree feedback: Performance appraisal that uses input of supervisors, subordinates, peers, clients, customers
-Employee survey: Anonymous questionnaire about organization + practices
-Suggestion systems: Ideas to improve work operations from employees
-Query systems: Formal means of answering questions employees have about organization
-Telephone hotlines, TV, intranet
-Training: Improve communication skills
