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Management > Chapter 14: Managing Communication > Flashcards

Chapter 14: Managing Communication Flashcards

(52 cards)

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1
Q

Communication

A

the transfer and understanding of meaning

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2
Q

Interpersonal Communication

A

communication between two or more people

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3
Q

Organizational Communication

A

al the patterns, networks, and systems of communications within an organization

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4
Q

Functions of communication

A
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5
Q

Information Exchange

A

communication needed by individuals & work groups to make decisions (do their work)

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6
Q

Manage Behavior

A

formal/informal communications of information to control behaviors in individuals/organizations

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7
Q

Persuasion

A

communication to influence individuals/workgroups to believe in or commit to something

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8
Q

Motivate

A

communication to clarify what needs to be done, how well it is being done, and what can be done to improve performance

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9
Q

Emotional Expression

A

interaction that provides a way for employees to emotionally share their feelings

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10
Q

Communication Process

A

seven elements involved in transferring meaning from one person to another

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11
Q

Noise

A

any disturbances (including thoughts, and attitudes) that interfere with the transmission, receipt, or feedback of a message

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12
Q

Decoding Ease

A

the extent that the receiver can easily and accurately decode the message; is the responsibility of the sender

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13
Q

Nonverbal communication

A

communication transmitted without words

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14
Q

body language

A

gestures facial expressions, and other body movements that convey meaning (often carry greater impact than verbal communication)

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15
Q

Verbal intonation

A

an emphasis given to words or phrases (when speaking) that conveys meaning

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16
Q

Comparison Of communication methods:

A
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17
Q

High feedback Potential

A
  • face to face
  • telephone
  • computer conference
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18
Q

high complexity capacity

A

face-to-face

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19
Q

High Breadth Potential

A
  • face to face
  • bulletin boards
  • email
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20
Q

High confidentially

A
  • face to face
  • voice mail
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21
Q

High personal warmth

22
Q

High formality

Study These Flashcards
A

Postal mail
publications

23
Q

low formality

Study These Flashcards
A
  • face to face
  • telephone
  • voice mail
24
Q

Barriers to Communication

25
Information Overload
occurs when information exceeds our processing capacity
26
filtering
deliberate manipulation of information to make it appear more favorable to the receiver (tell only what they want to hear)
27
Emotions
extreme emotions or becoming defensive reduces the ability to achieve mutual understandings
28
Language/Jargon
specialized terminology/ technical language that members of a group use to communicate among themselves
29
Silence
when prolonged, creates a perception of noninterest or unwillingness to engage, or that interpersonal concern is present
30
National Culture
differences can act as distortions
31
Overcoming Communication Barriers
32
1. Active Listening
An active search for meaning (hearing is passive) Avoid premature judgement or interpretations Develop empathy with the sender (listen from their point of view)
33
Empathy
the ability to recognize and understand another person's feelings and thoughts - fosters open communication Listening with empathy helps us become better active listeners Requires two key actions -Mindfulness: placing our attention on the feelings and emotions being displayed verbally & nonverbally by others - Incorporating our understanding of another person's feelings and thoughts into our communications
34
2. Use feedback
to clarify the meaning and understanding of the message. The key to true communications
35
3. Simplify language
tailor message to the audience
36
4. Constrain Emotions
clouds, distorts communication
37
5. Watch non-verbal's
actions speak louder than words
38
Communication Networks (formal and informal)
The variety of patterns of vertical and horizontal flows of organizational communication
39
Grapevine
the informal organizational communication network Know that it exists in all organizational Can be used as a communication filter and/or feedback mechanism for management (to understand behavior)
40
Lateral Communication
communication that takes place among any employees on the same organizational level (among managerial colleagues)
41
Diagonal Communication
communication that cuts across work areas and organizational levels (borders) Both are expected but often not explained during the hiring or promotion process. Formal training often not provided
42
Ethical communication
Communication that: includes all relevant information (transparency), ➢is true in every sense, ➢is not deceptive in any way.
43
Managing Organizational Knowledge
make it easier for employees to share their knowledge so they can learn from each other and improve overall organizational performance (knowledge management)
44
Choosing the Right Media
managers need to understand the situations in which one or more media facilitates effective communication
45
Lack of personal (face-to-face) interaction
- Being connected is not the same as face-to-face contact - difficulties can occur in achieving understanding and collaboration in virtual environments body language is nullified Requires extra effort to be clear about the message each and every time
46
Legal and security issues/cybersecurity
- Inappropriate use of company e-mail and instant messaging - loss of confidential and proprietary information due to inadvertent or deliberate dissemination, or to hackers
47
Communicating effectively in a diverse workplace
Culture is learned, acted out, transmitted, and preserved through communication - Seek to understand cultural effects on language - Cultural norms affect understanding and interaction
48
Open workplaces
workplaces with few physical barriers and enclosers - thought to increase face-to-face communication by maximizing visibility (and accountability) - research indicated a review of the benefits is in order
49
Communicating effectively with customers
Develop a strong service culture focused on the personalization of service to each customer - Listen and respond to the customer - provide access to needed information for product, service and the organization
50
Missionary Salesperson
provides support after the sale of a product or service (proactive approach)
51
Active Listening
listening for full meaning without making premature judgements or interpretations
52
Active listeners
- Don't interrupt - Paraphrase what's been said - Avoid distracting actions or gestures - Ask questions - Show empathy - Show interest by making eye contact - Exhibit affirmative head nods and appropriate facial expressions

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