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cct112 notes > Chapter 12: Managers & Communication > Flashcards

Chapter 12: Managers & Communication Flashcards

1
Q

4 functions of communication

A
  • control
  • motivation
  • emotional expression
  • information
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2
Q

control

A

formal and informal comms and acts to control employee behaviour

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3
Q

motivation

A

encourages motivation by clarifying what is to be done, how well they are doing and what can be done to improve performance

ex. feedback > criticism

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4
Q

emotional expression

A

social interactions allows employees to express themselves

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5
Q

information

A

individuals and work groups need info to make decisions or to do their work effectively

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6
Q

noise

A

disturbances that interfere with the transmission, receipt, or feedback of a message

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7
Q

nonverbal communication

A

communication transmitted without words

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8
Q

body language

A

gestures, facial expressions, and other body movements that convey meaning

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9
Q

verbal intonation (paralinguistics)

A

an emphasis given to words or phrases that conveys meaning

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10
Q

4 barriers of effective interp comm

A
  • info overload
  • filtering
  • emotions
  • jargon
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11
Q

information overload

A

when information exceeds our processing capacity

ex. too many emails

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12
Q

filtering

A

deliberate manipulation of information to make it appear more favourable to the receiver

ex. more vertical structure = more filtering opportunities > collaborative structure = less problems

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13
Q

emotions

A

disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages

ex. sarcasm

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14
Q

jargon

A

specialized terminology or technical language that members of a group use to communicate among themselves

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15
Q

4 overcoming barriers of eff interp comm

A
  • use feedback
  • simplify lang
  • listen actively
  • constrain emotions
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16
Q

use feedback

A

comms problems are less likely to occur if the manager gets feedback, both verbal and nonverbal

ex. verb: asking question about the message
nonverbal: incomplete task = message not received

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17
Q

simplify language

A

effective communication is achieved when a message is both received and understood

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18
Q

listen actively

A

listening for full meaning without making premature judgments or interpretations

ex. don’t interrupt, show empathy, eye contact, ask questions

19
Q

constrain emotions

A

calm down and get emotions under control before communicating

20
Q

formal communication

A

takes place within prescribed organizational work arrangements

21
Q

informal communication

A

is not defined by the organization’s structural hierarchy

22
Q

downward communication

A

flow from managers to employees to inform, direct, coordinate, and evaluate employees

23
Q

upward communication

A

flows upward from employees to managers

24
Q

lateral communication

A

takes place among employees on the same organizational level

25
Q

diagonal communication

A

cuts across both work areas and organizational level

26
Q

communication networks

A

the variety of patterns of vertical and horizontal flows of organizational communication

ex. chain, wheel, all-channel

27
Q

grapevine

A

the informal organizational communication network

(provides a channel for issues not suitable for formal communication channels and info can be countered by open and honest communication with employees)

28
Q

open workplaces

A

workplaces with few physical barriers and enclosures

29
Q

communication in the internet and social media age

A

technological changes have enabled managers to coordinate employees’ work efforts in more efficient and effective ways

30
Q

24/7 work environment

A

IT has made it possible to stay connected 24/7

31
Q

working from anywhere

A

stigma of working from home was lifted during pandemic

employees don’t have to be at their desks to communicate with others in the organization

32
Q

social media

A

employees, working in teams or as individuals, need information to make decisions and to do their work

technology can significantly affect the way that organizational members communicate, share information, and do their work

33
Q

privacy issues

A

widespread use of voice mail and email at work has led to some ethical concerns

not necessarily private, because employers have access to them

34
Q

electronic media

A

effective and efficient methods for communicating relatively straightforward information to one or more individuals

35
Q

exchanging confidential information

A

employee’s performance or a company’s competitive secrets (complex issues) should be left for face-to-face meetings or telephone conversations

36
Q

electronic face-to-face meetings

A

videoconferencing can bring geographically dispersed colleagues together to share multiple perspectives of key stakeholders

37
Q

5 communication issues today

A
  • managing communication in a digitally connected world
  • managing the organization’s knowledge resources
  • how to develop a strong service culture focused on the personalization of service to each customer
  • how to let employees know their input matters
  • ethical communication
38
Q

managing communication in a digitally connected world

A

new tech created special comm challenges: legal and security issues and personal interaction

39
Q

managing the organization’s knowledge resources

A

communities of practice: groups of people who share a concern, problems, or passion about a topic, and who deepen their knowledge and expertise in that area by interacting on an ongoing basis

40
Q

customer service delivery process

A
  • the customer
  • the service organization
  • the individual service provider
41
Q

how to develop a strong service culture focused on the personalization of service to each customer

A
  • listen and respond to the customer

* provide access to needed service information

42
Q

how to let employees know their input matters

A
  • hold town-hall meetings where information is shared and input solicited
  • provide information about what’s going on, good and bad
  • invest in training so that employees see how they impact the customer experience
  • analyze problems together—managers and employees
  • make it easy to give input (suggestion box)
43
Q

ethical communication

A

includes all relevant information, is true in every sense, and is not deceptive in any way

cct112 notes (6 decks)

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