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POM > Chapter 9: Organisational Communication > Flashcards

Chapter 9: Organisational Communication Flashcards

(88 cards)

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0
Q

What is communication?

A

Process by which information is exchanged and understood by two or more people with the intent to motivate or influence behaviour

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1
Q

What is lost in ineffective communication?

A

Time
Human effort
Money

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2
Q

What are the types of communication?

A

Interpersonal

Organisational

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3
Q

What is interpersonal communication?

A

Comm between 2 or more people

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4
Q

What is org. communication?

A

Comm taking place in org

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5
Q

What is the communication process?

A 
Sender
Encoding
Message
Channel
Decode
Receive 
Feedback
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6
Q

What is the sender?

A

Anyone conveying idea or concept
To seek information
Express a thought or emotion

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7
Q

What is encoding?

A

Conversion of message into symbolic forms

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8
Q

What is a message?

A

The purpose of the communication conveyed

The intent

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9
Q

What is the channel?

A

The medium in which message is sent

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10
Q

What is decoding?

A

To translate the received message

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11
Q

What is the receiver?

A

The person to whom message is sent

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12
Q

What is feedback?

A

To check on how successful a message has been transferred

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13
Q

When is the process repeated?

A

After feedback is given by receiver

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14
Q

Why is feedback important?

A

Clarify the message
Allow correction and refinement
Improves communication accuracy

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15
Q

Is feedback two-way?

A

Yes

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16
Q

What is perception?

A

Process by which people select organize and interpret their sensory impressions to make sense of their environment

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17
Q

How we perceive people greatly affects

A

How
What
Why
We communicate

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18
Q

What can perceptual differences do?

A

Distort messages by creating noise and interference

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19
Q

Communication is used in the stages of management. What are they?

A

Planning
Organising
Leading
Controlling

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20
Q

What is communicated in planning?

A

Org. Goals

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21
Q

What is communicated in organising?

A

Inform staff about job duties

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22
Q

What is communicated in leading?

A

Motivate staff to perform well to achieve goals

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23
Q

How is there communication is controlling?

A

Monitor staff performance and provide feedback

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24
The communication channel is also known as the
Carrier
25
The channels are classified according to
Richness
26
We evaluate the capacity of a channel based on
ability to establish personal focus Facilitate rapid 2 way communication Handle multiple cues
27
Channels that are personal however tend to have
No record
28
Because channels are 2 way, messages are
Spontaneous
29
Channels that have fast feedback have
Poor dissemination
30
Channels that are one way often provides room for
Premeditation
31
The richest channel is
Face to face
32
The least rich Chanel is
Formal reports | Bulletins
33
The second most rich channel is
Telephone
34
How do you select the channel?
Routine | Non routine
35
What are routine messages?
Simple | Straightforward
36
What are non routine messages?
Ambiguous | Concern unique events
37
What channels do routine messages require?
Low in richness
38
What channels do non-routine messages require?
Rich
39
What are the types of communication is an organisation?
Formal | Informal
40
What is formal communication?
Follows official chain of command | Necessary to do ones job
41
What is informal communication?
Does not follow lines of authority | Follows patten of personal leadership
42
What are the types of informal communication in organisation?
Grapevine | Manager wandering around
43
What does a grapevine channel do?
Connects the informal org.
44
What are the advantages of grapevine?
Sends information speedily Test reactions Provides feedback
45
What are the disadvantages of grapevine?
Rumors Reduces moral Affects org effectiveness
46
What is management by wandering around?
Managers interact directly with workers to exchange info
47
How do managers interact directly?
Mingle Develop positive relationship with employees Learn directly about their views and reactions
48
In a formal organisation, what are the communication flows?
Downward Upward Horizontal Diagonal
49
What is downward communication?
Flow from manager down the hierarchy to the subordinates
50
Why is downward communication necessary?
Communicate to get work done | Full commitment by informing them about mission, philosophy and policies
51
What are examples of downward communication?
Implementation of goals, strategies and objectives Job instructions and rationale Procedure and practices Performance feedback
52
What is upward communication?
Someone in lower position in hierarchy passed message to someone higher up
53
What kind of messages are passed in upward communication?
Information Suggestion Opinions Grievances
54
What is the 'Mum' effect
When employees are hesitant to pass bad news upwards
55
What are examples of upward communication?
Performance of report Problems and expectations Suggestion for improvement Grievances and disputes
56
What is horizontal communication?
Communication that flows sideways amongst members of same work group/ personnel of same rank
57
What does horizontal communication require?
Cooperation | Coordination
58
What are examples of horizontal communication?
Peer communication within work groups Coordination of activities Communication among groups such as project groups, task force
59
What is diagonal communication?
Unique directional flow that dsregard the chain of command
60
What is the purpose of a diagonal communication?
Provide staff with advisory type of info | Improve org. efficiency and effectiveness
61
What are examples of diagonal communication?
Staff specialist provide advice and expert opinion to line staff Manager bypassing supervisor, going direct to worker for urgent info
62
What are communication networks?
Patterns from combinations of vertical and horizontal organisational comm dimensions
63
What are the types of communication network?
Centralized | Decentralized
64
Both networks involve
Team members
65
What is a centralized network?
Team members communicate through one individual
66
What is a decentralized network?
Team members communicating with one another | Reach decisions together
67
Effectiveness of team communication network is calculated based on
High accracy | Fast solutions
68
For simple problems, what network is used?
centralized
69
Decentralised communication is used for what type of problems?
Complex
70
What are the barriers to organisational communication?
``` Organisational structure Specialization Different objectives Status of relationship Information overload Message competition Lack of trust ```
71
Specialisation occurs when
Professionals developer their jargon to simplify communication People outside experience difficulty communicating with this group
72
When are there diff objectives?
Middle managers do not understand top managers general objectives Develop their own objectives (tunnel vision)
73
What is status?
Persons social rank in a group
74
When does information overload occur?
Message volume or rate exceeds the capacity of receivers
75
When is there message competition?
Confronted with competing messages which demand attention
76
How does lack of trust make it risky?
Others may not respond in supportive or responsive way
77
What are the ways to overcome barriers?
``` Regulate flow of information Encourage feedback Simplify message language Listen actively Restrain negative emotions Build trust ```
78
When do you regulate flow of information?
When there is information overload
79
How to regulate flow of information?
Establish a system | Identify priority messages for immediate action
80
How do messages encourage feedback?
By following up to determine whether important messages have been understood By paraphrasing
81
How to simplify message language?
Choose words receiver will understand | Avoid jargon
82
Listening actively is essential to managers along with
good senders of information
83
Why are negative emotions bad?
They distort the contents of the message
84
When do negative emotions come in?
When managers work under tremendous pressures and constraints
85
How do managers build trust?
``` They must be visible accessible share key information Communicate honesty Include employees in decision making ```
86
As organisations go global managers need
Cross cultural communication skills
87
Cross cultural communication skills include
Overcoming language barriers Dealing with difference in cultural values Adapting to new environment Avoid projecting own cultures on others

POM (16 decks)

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