Chapter 11 Flashcards
Individuals that represent an organization and interact with the outside environment
boundary spanners
The means by which the message travels from a source to a receiver
channel
Expert knowledge and truthfulness that a communicator possesses
credibility
Extracting the meaning of the message through the translated symbols
decode
When listeners try to understand not only the content of the message, but also the speaker’s implied thoughts and emotional impact as well
empathic listening
A process that occurs after determining the message where the sender translates it into words, electrical impulses, pictures, or body language to be sent to the receiver
encode
Understanding the facts of the message and restating a paraphrased form back to the original speaker to clarify meaning and establish that the listener is indeed listening
expressed level of empathy
Response the receiver sends to the sender after receiving a message
feedback
A person whose primary job is to prevent information overload by receiving facts and figures, filtering out and summarizing the useful information, and finally passing it on to the appropriate individuals
gatekeeper
Non-official form of communication that is fostered by informal relationships and cuts across organizational lines
grapevine
The listener picks up the emotional cues and tries to understand what the speaker may have insinuated or chosen not to say
implied level of empathy
The study of posture that includes not only body positioning, but also other body language such as gestures and facial expressions
kinesics
The degree to which another person’s opinion is close enough to yours that you will give it serious consideration
latitude of acceptance
Someone with responsibility for connecting two or more different groups, teams, or divisions
liaison
Whatever information, concepts, or ideas the sender is attempting to relay
message
