Chapter 9

Question 1

What is communication?

Answer 1

The process by which information is transmitted and UNDERSTOOD between two or more people.

Only effective when the receiver accurately deciphers the sender’s message

Question 2

Why is communication important?

Answer 2

• Coordination
• Organizational learning
• Decision making
• Behavior change
• Employee well-being

Question 3

Codebooks

Answer 3

Symbols used to convey message content, whereas mental models are knowledge structures of the communication topic setting.

Question 3

What are the steps in the communication process model?

Answer 3

1. Sender forms and encodes the message
2. Encoded message is transmitted through a channel
3. Receiver decodes the message
4. Receiver form feedback
5. Receiver encodes feedback
6. Sender receives encoded feedback
7. Sender decodes feedback

Noise can interfere with communication

Question 4

What are the two main communication channels?

Answer 4

1. Verbal (spoken or written words)
2. Nonverbal (body language, tone, facial expressions)

Question 5

The Communication Process Model

Answer 5

Communication flows through media (one or more channels) between the sender and receiver – Recognises that communication is not a free-flowing conduit, but that transmission of meaning from one person to another is hampered by noise (= the psychological, social and structural barriers that distort and obscure the sender’s intended
message)

Question 6

Effective communication depends on…..

Answer 6

the sender’s and receiver’s ability, motivation, role clarity and situational support. (Mars model)

Question 7

The sender and receiver encode and decode more effectively when they have similar….

Answer 7

they have similar “codebooks”

dictionaries of symbols, language, gestures, idioms, and other tools used to convey information.

Question 8

Ways to improve the encoding-decoding process.

Answer 8

1. the encoding-decoding process improves with the senders experience transmitting a message
2. When the sender and receiver have similar codebooks
3. The encoding-decoding process is more successful when the sender and receiver have shared mental models of the communication context
4. The encoding-decoding process is better when the sender and receiver are skilled and motivated to use the selected communication channel. (for example both face to face, others detailed rapports)

Question 9

Differences between non-verbal and verbal communication

Answer 9

• nonverbal communication is less rule-bound than verbal communication
• Nonverbal is typically automatic and nonconscious, verbal is conscious

Question 10

Are all nonverbal ways of communication ambiguous?

Answer 10

No, some things like smiling are hardwired and universal

Question 11

emotional contagion

Answer 11

the nonconscious process of
“catching” or sharing another
person’s emotions by mimicking that person’s facial expressions and other nonverbal behavior.

Putting your hand on your head when you see your coworker bump their head.

We have brain receptors that cause human beings to mirror what they observe

Question 12

Emotional contagion influences communication and social relationships in three ways

Answer 12

1. mimicry provides continuous feedback, communicating that we understand and empathize with the sender.
2. We experience stronger emotional meaning when we mimic the nonverbal behaviors that represent the emotional experience someone is describing to us. (Frowning when someone is angry about something helps us understand more)
3. to fulfill the drive to bond that we mentioned early. It strenghtens relations among team members as well as between leaders and followers by providing evidence of their similarity

Question 13

3 reasons that the digital communication patterns in organizations have shifted

Answer 13

1. COVID-19
2. generational differences in communication preferences
3. Slack, microsoft teams and other collaboration platforms became available (they did not exist in 2014)

Question 14

Digital communication reduces …. interactions and …… but increaces communication with….

Answer 14

Face to face, phone calls, people further up in the hierarchy

Question 15

Problems with Digital Written Communication

Answer 15

Top 4 complaints about digital written communication:

• Faulty communication of emotions
• Less politeness and respectfulness
• Inefficient for ambiguous, complex, and novel situations
• Contributes to information overload

Question 16

Why is digital written communication poor at conveying emotions?

Answer 16

People overestimate how well they understand emotional meaning from text.

We rely on facial expressions and other nonverbal cues for emotional context, which digital text lacks.

Expressive language and emojis can help, but they also have limitations and flaws.

Question 17

Why are digital messages often less polite and respectful?

Answer 17

Digital messages are impersonal (low social presence), leading to less empathy and sensitivity from the sender.

The sender may send messages in an emotional state, leading to flaming (aggressive language).

Receivers interpret digital messages as less respectful than intended.

Question 18

When is digital communication inefficient?

Answer 18

It’s efficient for routine, well-defined situations (e.g., instructions or scheduling).

However, for complex, ambiguous, or novel situations, digital text fails to convey the necessary depth of information or provide quick feedback.

In these cases, it’s better to have a verbal or face-to-face conversation.

Question 19

social media

Answer 19

digital communication channels that enable people to collaborate in the creation and exchange of user
generated content.

Advantage: improve decision making because many participants can provide information and feedback

Question 20

Emojis have several functions that improve digital written communication

Answer 20

1. They transmit rich emotional meaning which is either too subtle or ambiguous in text only messages
2. They symbolize ideas or objects, thereby strengthening or clarifying the meaning of the written text.
3. To improve interpersonal relations. People tend to feel more close in social presence when the message includes positive emojis

Question 21

synchronicity

Answer 21

the extent to which the
channel requires or allows
both sender and receiver to
be actively involved in the conversation at the same time
(synchronous) or at different
times (asynchronous)

Question 22

Synchronicity depens on…

Answer 22

Time urgency

complexity of the topic

Costs of both parties communication at the same time

Whether receiver should have time to reflect before responding

Question 23

social presence

Answer 23

the extent to which a communication channel
creates psychological closeness to others, awareness of their humanness, and appreciation of the
interpersonal relationship

Question 24

Social presence depends on

Answer 24

Need to empathize with others Need to influence others

Question 25

Social acceptance

Answer 25

The channel is approved and supported by others (receiver, team, organization, or society)

Question 26

Social acceptance depends on..

Answer 26

Organizational, team and cultural norms Each party's preferences and skills with the channel Symbolic meaning of the channel. Some are viewed as impersonal for example

Question 27

media richness

Answer 27

a communication channel’s data-carrying capacity—that is, the volume and variety of information that can be transmitted during a specific time

Question 28

Media richness depends on...

Answer 28

Situation is nonroutine Situation is ambiguous For example figuring out the cause of a production problem that hasn't occurred previously

Question 29

What has the highest form of media richness

Answer 29

Face to face interactions

Question 30

What is the lowest in the hierarchy of media richness

Answer 30

Lean data only reports

Question 31

If a unique and ambiguous issue is handled through text messages or another lean channel then...

Answer 31

then issues take longer to resolve and misunderstandings are more likely to occur.

Question 32

persuasion

Answer 32

the use of facts, logical arguments, and emotional appeals to change another person’s beliefs and attitudes, usually for the purpose of changing the person’s behavior

Question 33

What are the exceptions to the Media Richness Theory when it comes to digital communication?

Answer 33

1. Ability to multicommunicate 2. Communication proficiency 3. Social presence effects

Question 34

How does the ability to multicommunicate affect media richness in digital channels?

Answer 34

Digital communication channels allow for multicommunication (communicating with multiple people at once) with less social etiquette required. Unlike face-to-face communication, which is difficult to combine with other tasks, digital channels let people simultaneously engage in multiple conversations (e.g., texting while on a phone call or scanning web pages during a meeting). This can sometimes result in a greater volume of information transmitted than through a single high-media richness channel, although multitasking may be less efficient.

Question 35

How does communication proficiency affect media richness in digital channels?

Answer 35

Communication effectiveness depends on the sender’s proficiency with the medium. More proficient users can push more information through the digital channel, increasing its richness. For example, experienced smartphone users can quickly send and organize messages, while new users may struggle. In contrast, proficiency in natural communication channels like face-to-face conversation is typically more consistent for everyone.

Question 36

How do social presence effects influence media richness?

Answer 36

High media richness channels, like face-to-face communication, create higher social presence, which can improve empathy but may distract from the message. In high-social presence situations (e.g., meeting with a CEO), people may focus more on their image than the actual message being communicated. Leaner media (with lower social presence) can reduce distractions and help focus more on the message, avoiding the issues caused by high social presence.

Question 37

Why is spoken communication more persuasive than written communication?

Answer 37

- Nonverbal Communication: Spoken communication includes nonverbal cues (e.g., tone, gestures) that enhance emotional and logical messages. - Immediate Feedback: Spoken communication allows for real-time feedback, enabling adjustments to the message. - High Social Presence: Face-to-face conversations have high social presence, motivating listeners to pay attention and consider ideas, while written communication lacks this engagement. - Written Communication's Strengths: Written messages can present more technical details and are persuasive with close associates, aided by emojis and gifs to add emotional context.

Question 38

information overload

Answer 38

a condition in which the volume of information received exceeds the person’s capacity to process it

Question 39

information-processing capacity

Answer 39

The amount of information that they are able to process in a fixed unit of time.

Question 40

What are the key barriers (noise) to effective communication?

Answer 40

Perceptions: Senders and receivers have imperfect perceptual processes, often overestimating understanding or ignoring key signals based on their own needs and expectations. Language: Ambiguities and different cultural meanings can cause misunderstandings. Even common phrases can have different interpretations. Jargon: Specialized language can improve efficiency within groups but creates noise when used with those unfamiliar with the terminology. Filtering: Sending messages in a softened or altered form to make them more palatable can distort communication. Information Overload: When the volume of incoming information exceeds a person’s capacity to process it, leading to overlooked or misunderstood details, stress, and poorer decisions.

Question 41

when is filtering less likely to occur?

Answer 41

When corporate leaders create a culture of candor - when leaders themselves communicate truth-fully, seek out diverse sources for information and protect and reward those who speak openly and truthfully

Question 42

information load

Answer 42

the amount of information to be processed per unit of time

Question 43

Information overload problems can be minimized by....

Answer 43

increasing our information-processing capacity, reducing the job’s information load, or through a combination of both. Employees can temporarily increase their information-processing capacity by reading faster, scanning through documents more efficiently, managing their time use (less wasted time), removing distractions that slow information-processing speed, and working longer hours

Question 44

Buffering

Answer 44

Way of reducing information load: involves having incoming communication filtered, usually by an assistant.

Question 45

Omitting

Answer 45

Way of reducing information load: occurs when we decide to overlook messages, such as using software rules to redirect emails to folders that we rarely look at.

Question 46

Summarizing

Answer 46

Way of reducing information load: digesting a condensed version of the complete communication, such as reading an executive summary rather than the full report.

Question 47

What are the key cross-cultural communication barriers in the workplace?

Answer 47

Language Differences: Limited vocabulary and accents can cause misunderstandings, even when both parties are fluent in the same language. Voice Intonation: The speed, loudness, and tone of voice can carry different meanings across cultures. For example, in some cultures, louder voices indicate authority, while in others, a soft tone shows respect. Silence and Conversation Overlaps: Cultures differ in their interpretation of silence and interruptions. In Japan, silence is a sign of respect; in the US, silence may indicate disagreement. Overlaps are accepted in some cultures (e.g., Brazil, France), while in others (e.g., Japan), they are considered rude. Nonverbal Communication: Gestures can vary in meaning across cultures, e.g., shaking your head to say "No" may mean "I understand" in India, and eye contact norms vary widely. Gender Communication Differences: Men tend to use more direct, assertive language, while women often focus on relationship-building and use more deferential speech patterns. This can lead to misunderstandings and frustrations in conversations.

Question 48

Sensing

Answer 48

* Postpone evaluation * Avoid interruptions * Maintain interest Sensing is the process of receiving signals from the sender and paying attention to them. Active listeners improve sensing in three ways. First, they postpone evaluation by not forming an opinion until the speaker has finished. Second, they avoid interrupting the speaker’s conversation. Third, they remain motivated to listen to the speaker.

Question 49

Evaluating

Answer 49

* Empathize * Organize information This component of listening includes understanding the message meaning, evaluating the message, and remembering the message. To improve their evaluation of the conversation active listeners empathize with the speaker—they try to understand and be sensitive to the speaker’s feelings, thoughts, and situation. Evaluation also improves by organizing the speaker’s ideas during the communication episode.

Question 50

Responding

Answer 50

* Show interest * Clarify the message This third component of listening involves providing feedback to the sender, which motivates and directs the speaker’s communication. Active listeners accomplish this by maintaining sufficient eye contact and sending back channel signals (e.g., “I see”), both of which show interest. They also respond by clarifying the message—rephrasing the speaker’s ideas at appropriate breaks (“So you’re saying that . . . ?”).

Question 51

What are the key steps to getting your message across effectively?

Answer 51

Empathize with the receiver: Be sensitive to words that may be misunderstood or trigger unwanted emotional responses. Repeat the message: Rephrase key points to ensure understanding. Minimize distractions: Find a time when the receiver is less likely to be distracted. Focus on the problem, not the person: Avoid attacking the receiver’s self-concept, and suggest actions they can take to improve.

Question 52

management by wandering around (MBWA)

Answer 52

a communication practice in which executives get out of their offices and learn from others in the organization through face-to-face dialogue

Question 53

grapevine

Answer 53

an unstructured and informal communication network founded on social relationships rather than organizational charts or job descriptions

Question 54

How does workspace design influence communication in an organization?

Answer 54

Workspace design, including office layouts and communal areas, impacts who employees speak to and the frequency of communication. Open spaces increase line-of-sight and may improve information sharing, but can be disrupted by noise and distractions. Collaboration spaces and semi-private areas help team interactions.

Question 55

What role do digital platforms play in organizational communication?

Answer 55

Digital platforms (intranet, enterprise communication systems, and social media) have replaced traditional company magazines. They enable employees to share news and feedback in real-time, fostering transparent and immediate communication.

Question 56

What are the benefits of direct communication with top management?

Answer 56

Direct communication helps build trust, improves understanding of organizational issues, and fosters empathy among employees. Strategies like town-hall meetings, roundtable forums, and management by wandering around (MBWA) promote open dialogue and reduce filtering.

Question 57

What is the corporate grapevine, and why do employees use it?

Answer 57

The grapevine is an informal communication network where employees share information through social relationships. Employees use it when formal channels lack information, but it can spread distorted or exaggerated news, especially in times of uncertainty.

Question 58

What are the benefits and limitations of the grapevine?

Answer 58

Benefits: Helps reduce anxiety, communicates organizational culture, and fosters bonding. Limitations: Information can be distorted, causing anxiety or negative attitudes toward the organization. Leaders should listen to it and correct misinformation while providing timely, accurate updates.