ch.5B Flashcards
(16 cards)
pWhat helps/hinders sender to receiver communication?
What could get in the way?
- Low emotional intelligence on both sides
- Abilities (IQ, CQ, EI)
- Perceptual errors
- Job satisfaction and organizational commitment( attitude)
- Values
- Personality (positive/negative affectivity_
What is the basic Model of Communication?
Sender:
1. Thinking: What is my goal? Why am I here?
2. Encoding: What am I gonna use to get my message accross? Slides, words, pictures.
3. Transmitting:To be differentiated from
Receiver:
4. Perceiving: What is the perceiver or audience paying attention to.
5. Decoding: What errors or biases are you comitting?
6. Understanding: What am I leaving with today? What do I understand?
What is Communication?
The process by which information is exchanged between a sender and a receiver
Effective communication is when the right people receive the right information in a timely manner
Explain Organizational Communication
Chain of Commands
- Lines of authority and formal reporting relationships
- Three necessary forms (communication upward; communication across/horizontal; communication downward)
- Who is supposed to talk to whom?
*Organization’s formal network is represented in the: org chart.
Deficiencies of the Chain of Command
- Failure to consider informal information (what’s going on under the waterline: not paying attention to shift in leadership.
- Filtering increases with the number of links in the chain (like a telephone game).
- Slowness: Bureaucracy
Explain the Manager-Employee Communication
*Too many problems exist because of a lack of communication about all these issues.
Effective communication exists when
there is agreement and sensitivity to:
- The job expectations: what, why, how and with whom
- How employees should allocate their time
- How long it should take to learn a job
- The importance employees attach to pay
- The amount of authority employees have
- Skills and abilities of employees
- Employee performance and obstacles to good performance
- The manager’s leadership style
Explain effective communication
What are 3 big problems?
Requires free flow of information:
- Voice: They have constructive expression of disagreement or concern. Do I have the right to voice my concern
- Psychological Safety: A shared belief that it’s safe to take a healthy risk.
- Mum Effect:Tendency to avoid communicating unfavorable news to others.
The message tends to be confusing and ends in disaster
Explain the Grapevine
An organization’s informal communication network
(cuts across formal lines of communication)
Channel of communication that is not part of a group or organization’s formal network
Formal: who is supposed to talk to who
Informal: Who actually talks to who.
Pros:
- Can keep employees informed
- Provide a test of employee reactions to proposed changes
- A potential informal recruiting source
Cons:
- Pipeline for rumours
Explain deeply the cons and pros of Grapevine
Pros:
- Can keep employees informed
- Provide a test of employee reactions to proposed changes
- A potential informal recruiting source
Cons:
- Pipeline for rumours
Unverified beliefs
Why do people gossip?
1. Source of information
2. Alternative sources of power and influence
3. A way of release pempt up emotions
4. Social and intellectual stimulation
Explain the Verbal language of work
Pros and Cons
Specialized language used by job holders or members of particular occupations or organizations (“Jargon”)
Pros:
- very efficient and can lead to quick effective communication
- Bonds people together(the common basis for interaction)
Cons:
- barrier to clear communication
- New recruits find use of jargon very intimidating and confusing
Explain the Non-verbal Language of Work
The transmission of messages by some medium other than speech or writing
- Highly connected to perception.
- HBR article: non-verbal cuing
Body Language:
1. Facial cue.
2. Hand and arm gestures
3. Body position
4. Textbook examples in an interview: eye contact, gestures, smiling, leaning in, and warning don’t touch anybody.
Props, Artifacts, and Costumes:
- Office décor and arrangement: What kinds of pictures do you have? Family/Work. Choice of artwork. How neat or how tidy. How many awards and diplomas are on the wall? Deco can show if you’re: insecure
- Clothing: Self-image (self-confidence and attempts of matching the corporate culture)
Explain the Cross-Cultural Communication:
Dimensions:
- Language differences
- Non-verbal communication
- Etiquette and politeness
- Social conventions
- Cultural context
Important precautions:
- Assume differences until you know otherwise
- Recognize differences in cultures
- Watch your language (and theirs)
Explain more deeply the Cross-cultural communication
Many failures in business are from problems in cross-cultural communication.
What core competency did we study that you believe has a positive correlation with your ability to effectively communicate?
- CQ and effective cross-cultural communication are positively correlated, which means you would measure high on strategy, knowledge, and motivation behavior
- Recognise dialects
- Facial expressions and gaze can indicate something that might be seen as disrespectful or not.
- Etiquette politeness: Learning the culture about how to dine. Ex: be ahead of time, be prompt, who orders first, who pays, what do we order.
4.Social conventions/greetings. How to say hello in verbal and non-verbal. When to talk, when not to talk
**Cultural context: are you engaging in communication with low or high contact communications
Low contact: in communication, information is provided mostly through words.
High-contact countries: Most of the communication is drawn from surroundings.
Explain video of hand gesture and cross-cultural communication
Depending on where you are around the world, hand gestures change. The same hand gesture can mean different things in different countries.
Explain information richness
Richness: the potential information-carrying capacity of a communication medium (stage 3 transmitted)
Choice of transmitting a message
Increasingly heavily reliant on behaviour
Two important dimensions of information richness:
1. Degree of synchronization: the degree to which information is synchronous between the sender and receiver. Real-time, right now.
- High: face to face
- Low: emails
- Degree of nonverbal and paraverbal cues: the extent to which both parties can receive the non-verbal body and para-verbal voice.
- High: face-to-face, video conferencing.
- Lower: text-based media. Non-routine message require richer media. Anything that is controversial, requires higher emotional intelligence. A non routine message requires richer media.
What are the personal approaches to improving communication?
- take time
-be accepting of the person - do not confuse the person with the problem
- Say what you feel
-listen actively - Give timely and specific feedback
- Assume differences until you know otherwise
- Recognize differences in cultures
- Watch your language (and theirs)
What are organizational approaches to improving communication?
- Employer branding
- Provision of explanations
- 360 Degree Feedback
- Employee surveys and feedback
- Suggestion systems
- Intranets and webcasts
- Management Training
