Communication

Question 1

Barriers to Effective Communication

Answer 1

1. Filtering: Refers to a sender manipulating information so that it will be seen more favourably by the receiver.
2. Selective Perception: Receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics.
3. Defensiveness: When individuals interpret another’s message as threatening, they often respond in ways that inhibit effective communication.
4. Language: Words mean different things to different people.

Question 2

When are people more satisfied with apologies?

Answer 2

1. Interactional justice (esp. when failure is non-monetary)
2. Empathy: genuinely recognizes and tries to place oneself in another’s position
3. Intensity of apology: how often people acknowledge wrongdoing – say “sorry”
4. Timing: apologies delivered faster are better received

Question 3

Communication in Organizations

Answer 3

1. Formal Communication
   - Chain of Command
   Upward
   Downward
   Horizontal
   - Often inefficient and incomplete
2. Informal Communication
   - Can include rumours or gossip

Question 4

chain of command

Answer 4

lines of authority and formal reporting relationships.
1. downward - top to bottom
2. upward - bottom to top
3. horizontal - between departments and functional units, usually for coordinating efforts

Question 5

mum effect

Answer 5

tendency to avoid communication of unfavourable news to others

Question 6

grapevine

Answer 6

an organization’s informal communication network

Question 7

jargon

Answer 7

specialized language for job members of particular occupations

Question 8

cultural context

Answer 8

cultural information that surrounds a communication episode

Question 9

information richness

Answer 9

potential information-carrying capacity of a communication medium