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mgt > communicating (10) > Flashcards

communicating (10) Flashcards

1
Q

____ is a process of sharing information through symbols including words and message.

A

communication

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2
Q

In management, _____ must be made with a purpose and because it has cost attached to it, it must be used effectively.

A

communication

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3
Q

What are the four functions of communication?

A

information, motivation, control, emotive

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4
Q

____ provided through communication may be used for decision-making at various work levels in the organization.

A

information function

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5
Q

Communication is used to motivate employees to commit themselves to the organization’s objectives.

A

motivation function

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6
Q

When properly communicated, reports, policies, and plans define roles, clarify duties, authorities, and responsibilities. Effective control is then facilitated.

A

control function

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7
Q

Communication provides a means to decrease the internal pressure affecting the inidividual.

A

emotive function

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8
Q

What are the six parts of the communication process?

A

develop idea, encode, transmit, receive, decode, accept, use, feedback

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9
Q

The most important step in effective communication. The idea to be conveys must be useful or of some value.

A

develop an idea

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10
Q

The idea is encoded into words, illustrations, figures, or other symbols suitable for transmission.

A

encode

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11
Q

The message is now ready for transmission through the use of an appropriate communication channel.

A

transmit

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12
Q

To achieve proper transmission, the channel must be _______ (referred to as noise).

A

free og barriers or interference

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13
Q

Communication channels include: ____

A
  • written word
  • spoken word
  • body movements
  • television
  • radio
  • e-mail
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14
Q

The actual receiving of the message by the intended receiver.

A

receive

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15
Q

What is the requirement for a message to be received?

A

the receiver must be ready to receive at the precise moment the message is relayed by the sender

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16
Q

This means translating the message from the sender into a form that will have meaning to the recipient.

A

decode

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17
Q

If the receiver knows the language and terminology used in the message, ______ may be achieved.

A

successful decoding

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18
Q

If the receiver understands the purpose and background situation of the sender, decoding will be ______.

A

greatly improved

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19
Q

The receiver will decide to accept or reject the message.

A

accept

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20
Q

The factors that will affect the acceptance or rejection of a message are as follows: ____

A
  • the accuracy of the message
  • whether or not the sender has the authority to send the messages and/or require action
  • the behavioral implications of the sender
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21
Q

If the message provides information of importance to a relevant activity, then the receiver could store it and retrieve it when required.

A

use

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22
Q

The last step is for the receiver to provide feedback to the sender.

A

provide feedback

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23
Q

What are the two forms of communication?

A

verbal communication, non-verbal communication

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24
Q

____ is categorized through hearing or sight.

A

verbal communication

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25
Q

Verbal communication is categorized in two classes: _____

A

oral, written

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26
Q

____ most involves hearing the words of the sender.

A

oral

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27
Q

Sender seeks to communicate through written word. Sometimes preferred due to time and cost constraints.

A

written

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28
Q

Means of conveying message through body language, as well as the use of time, space, touch, clothing, appearance, and aesthetic elements.

A

nonverbal communication

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29
Q

Body languages include: _____

A

gestures, bodily movement, facial expression, posture, mannerism of all kinds

30
Q

What are the three barriers to communication?

A

personal barriers, physical barriers, semantic barriers

31
Q

Hindrances to effective communication arising from a communicator’s characteristics as a person, such as emotions, values, poor listening habits, sex, age, race, socioeconomic status, religion, education, etc.

A

personal barrier

32
Q

Emotions cloud judgment.

A

personal barriers

33
Q

______ refer to interferences to effective communication occurring in the environment where the communication is undertaken.

A

physical barriers

34
Q

These include distances between people, walls, etc. A communication channel that is overloaded can also be called a barrier.

A

physical barriers

35
Q

_____ is the study of meaning as expressed in symbols.

A

semantics

36
Q

A _____ is an “interference with the reception of a message that occurs when the message is understood even though it is received exactly as transmitted”.

A

semantic barrier

37
Q

What are the four steps in overcoming communication barriers?

A

feedback, repetition, multiple channels, simplified language

38
Q

____ to facilitate understanding and increase the potential for appropriate action.

A

use feedback

39
Q

_____ in order to provide that they are properly received.

A

repeat messages

40
Q

____ so that the accuracy of the information may be enhanced.

A

use multiple channels

41
Q

_____ that is easily understandable and which eliminates the possibility of people getting mixed up with meanings.

A

use simplified language

42
Q

What are the three techniques in communicating in orgs?

A

downward communication, upward communication, horizontal communication

43
Q

Refers to message flows from higher levels of authority to the lower levels.

A

downward communication

44
Q

Purposes of downward communication: _____

A
  • to give instructions
  • to provide information about policies and procedures
  • to give feedback about performance
  • to indoctrinate or motive
45
Q

Techniques in downward communication includes: ____

A

letters, meetings/telephone, manuals, handbooks, newsletters

46
Q

Appropriate when directives are complex and precise actions are required.

A

letters

47
Q

Appropriate when orders are simple bu the result depends largely on employee morale.

A

meetings/telephone

48
Q

Useful sources of information regarding company policy, procedure, and organization.

A

manuals

49
Q

Provide more specific information about duties and privileges of the individual worker.

A

handbooks

50
Q

Provide a mixture of personal, social, and work-related info.

A

newsletters

51
Q

Refers to messages from persons in lower level positions to persons in higher positions.

A

upward communication

52
Q

Messages sent to provide information on work progress, problems encountered, suggestions for improving output, and personal feelings about work and non-work activities.

A

upward communication

53
Q

Techniques in upward communication includes: _____

A
  • formal grievance procedures
  • employee attitude and opinion surveys
  • suggestion systems
  • open door policy
  • informal gripe sessions
  • task forces
  • exit interviews
54
Q

A system is prepared by the organization for the employees to air their grievances; may consist of a single step or a number of steps.

A

formal grievance procedures

55
Q

Define by Holley and Jennings as “any employee’s concern over a perceived violation of the labor agreement that is submitted to the grievance procedure for eventual resolution.”

A

formal grievance procedures

56
Q

A system setup to find out what the employees think about the company.

A

employee attitude and opinion surveys

57
Q

Set up to gather suggestions from employees, which are important sources cost-saving and product-enhancing ideas; also contributes to employee morale.

A

suggestion systems

58
Q

Provides the management with an opportunity to act on difficulties before they become full-blown problems.

A

open door policy

59
Q

______ can be used positively is the management knows how to handle them; employees feel free to talk and are assured of not being penalized for doing so; used to determine causes of problems.

A

informal gripe sessions

60
Q

Created when a specific problem or issue arises to deal with a problem.

A

task forces

61
Q

Employees are interviewed when they leave the organization for any reason.

A

exit interviews

62
Q

Refers to messages sent to individuals or groups from another of the same organizational level or positon.

A

horizontal communication

63
Q

Purposes of horizontal communication include: _____

A
  • to coordinate activities between departments
  • to persuade others of the same level of organization
  • to pass on information about activities or feelings
64
Q

Horizontal communication techniques include: ____

A

memos, meetings, telephones, picnics, dinners, social affairs

65
Q

Message flows and area of concerns of upward communication: _____

A
  • problems and exceptions
  • suggestions for improvement
  • performance reports
  • grievances and disputes
  • financial & accounting information
66
Q

Message flows and area of concerns of downward communition: _____

A
  • implementations of goals, strategies, and objectives
  • job instructions and rationale
  • procedures and practices
  • performance feedback
  • indoctrination
67
Q

Message flows and area of concerns of horizontal communition: _____

A
  • interdepartmental coordination
  • interdepartmental problem-solving
  • staff advice to the department
68
Q

Systems are organized by the management to gather useful informatio.

A

management information systems

69
Q

Defined by Boone and Kurtz as “an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making.”

A

management information systems

70
Q

_____ consists of written and electronically based systems for sending reports, memos, bulletins, and the like.

A

management information systems

71
Q

_____ allows the managers of the different departments within the firm to communicate with each other.

A

management information systems

72
Q

Purposes of management information systems (Wheelen, Hunger): ___

A
  • to provide the basis for the analysis of early warning signals that can originate externally and internally
  • to automate routine clerical operations like payroll and inventory reports
  • to assist managers in making routine decisions like scheduling orders, assigning orders to machines, and reordering supplies
  • to provide the information necessary for management to make strategic or non-programmed decisions

mgt (12 decks)

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