Chapter 12: Managers & Communication

Question 1

4 functions of communication

Answer 1

• control
• motivation
• emotional expression
• information

Question 2

control

Answer 2

formal and informal comms and acts to control employee behaviour

Question 3

motivation

Answer 3

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

Question 4

emotional expression

Answer 4

social interactions allows employees to express themselves

Question 5

information

Answer 5

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

Question 6

noise

Answer 6

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

Question 7

nonverbal communication

Answer 7

communication transmitted without words

Question 8

body language

Answer 8

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

Question 9

verbal intonation (paralinguistics)

Answer 9

an emphasis given to words or phrases that conveys meaning

Question 10

4 barriers of effective interp comm

Answer 10

• info overload
• filtering
• emotions
• jargon

Question 11

information overload

Answer 11

when information exceeds our processing capacity

ex. too many emails

Question 12

filtering

Answer 12

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

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

Question 13

emotions

Answer 13

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

ex. sarcasm

Question 14

jargon

Answer 14

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

Question 15

4 overcoming barriers of eff interp comm

Answer 15

• use feedback
• simplify lang
• listen actively
• constrain emotions

Question 16

use feedback

Answer 16

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

Question 17

simplify language

Answer 17

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

Question 18

listen actively

Answer 18

listening for full meaning without making premature judgments or interpretations

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

Question 19

constrain emotions

Answer 19

calm down and get emotions under control before communicating

Question 20

formal communication

Answer 20

takes place within prescribed organizational work arrangements

Question 21

informal communication

Answer 21

is not defined by the organization’s structural hierarchy

Question 22

downward communication

Answer 22

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

Question 23

upward communication

Answer 23

flows upward from employees to managers

Question 24

lateral communication

Answer 24

takes place among employees on the same organizational level

Question 25

diagonal communication

Answer 25

cuts across both work areas and organizational level

Question 26

communication networks

Answer 26

the variety of patterns of vertical and horizontal flows of organizational communication ex. chain, wheel, all-channel

Question 27

grapevine

Answer 27

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)

Question 28

open workplaces

Answer 28

workplaces with few physical barriers and enclosures

Question 29

communication in the internet and social media age

Answer 29

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

Question 30

24/7 work environment

Answer 30

IT has made it possible to stay connected 24/7

Question 31

working from anywhere

Answer 31

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

Question 32

social media

Answer 32

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

Question 33

privacy issues

Answer 33

widespread use of voice mail and email at work has led to some ethical concerns not necessarily private, because employers have access to them

Question 34

electronic media

Answer 34

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

Question 35

exchanging confidential information

Answer 35

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

Question 36

electronic face-to-face meetings

Answer 36

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

Question 37

5 communication issues today

Answer 37

* 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

Question 38

managing communication in a digitally connected world

Answer 38

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

Question 39

managing the organization’s knowledge resources

Answer 39

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

Question 40

customer service delivery process

Answer 40

* the customer * the service organization * the individual service provider

Question 41

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

Answer 41

* listen and respond to the customer | * provide access to needed service information

Question 42

how to let employees know their input matters

Answer 42

* 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)

Question 43

ethical communication

Answer 43

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