Communication Flashcards
(14 cards)
What is communication?
Communication is the process by which information is exchanged between a sender and a receiver. The sender must encode thoughts into some form that can be transmitted to the receiver. The receiver must perceive the message and accurately decode it to achieve accurate understanding.
What is the difference between downward communication, upward communication, and horizontal communication?
-Downward communication flows from the top of the organization toward the bottom.
-Upward communication flows from the bottom of the roganization toward the top.
-Horizontal communication occurs between departments or functional units, usually as a means of coordinating effort.
What is the correct sequence for the steps in the communication process?
1) Sender Sends Message
2) The Message is Encoded
What is voice? What is associated with employee voice? What can increase employee voice?
-Employee voice is the constructive expression of disagreement or concern about a work unit or organizational practices.
-Voice refers to “speaking up” and can be contrasted with silence, which means withholding relevant information.
-Employee voice is a form of citizenship behaviour, and is associated with job satisfaction, engagement, and psychological safety.
-More satisfied employees, who identify more strongly with their work unit or organization are most likely to speak up, as are those who are conscinetious and extraverted.
-If employees are met on their own turf, and not punished for voicing their concerns, their voice will increase.
What is the mum effect? Who is more prone to facing the mum effect? What reduces the mum effect?
-The mum effect is the tendency to avoid communicating unfavourable news to others, which risks provoking negative reactions.
-With the mum effect, the sender doesn’t need to be the one responsible for the bad news, but the tendency is stronger when the sender is responsible for the bad news.
-Employees with a greater desire for upward mobility are more prone to the mum effect.
-The mum effect decreases with open minded managers.
What is the grapevine? What are it’s characteristics? What causes the grapevine?
-The grapevine is the informal communication network that exists in any organization. As such, the grapevine often cuts across formal lines of communication that are recognized by management. The grapevine helps to serve employee’s social needs.
-The grapevine is characterized by the fact that it is informal, it is perceived as being more believable and reliable, and is largely used to serve people’s self interests.
-The grapevine results from desire for information, ambiguous conditions, and conditions that cause anxiety.
How can companies reduce rumors?
1) Announce timetables for decisions
2) Explain inconsistencies
3) Emphasize the positives and negatives
4) Openly discuss worst-case scenarios
What are the key gender differences in communication?
-Men communicate more with “on upping.” They also ask fewer questions, avoid apologies, and are blunt.
-Women provide compliments, and avoid putting others down.
-Deborah Tannen observed these differences because girls see conversations as a way to develop networks of connection and intimacy while boys view conversations as a way to achieve status and maintain independence.
-Men tend to be more sensitive to power dynamics and use communication to position themselves in a one-up position, while women are more concerned with rapport building.
What are some key differences in non-verbal communication across cultures?
1) Facial Expressions
2) Gestures
3) Gaze
4) Touch
What is cultural context? What is the difference between high context and low context cultures?
-Cultural context is the cultural information that surrounds a communication episode.
-Context is always important in accurately decoding a message.
-In low-context cultures, information must be provided explicitly, usually in the form of words. Low context cultures are less aware of non-verbal cues, the environment and situation; lack well-developed networks; need detailed background information; tend to segment and compartmentalize information; control information on a “need to know basis”; and prefer explicit and careful directions from someone who “knows.”
-In high context cultures, most information must be drawn from the surroundings, and verry little information must be explicitly transferred. In low context cultures: non-verbal communication is important; information flows freely; physical context is relied upon for information; environment, situation, gestures, and mood are all taken into account; and we maintain extensive information networks.
How can we evaluate which communication medium to use?
-We can understand the ideal communication medium to use based of “information richness”, the potential information-carrying capacity of a communication medium.
-There are two dimensions of information richness: the degree to which information is synchronous between senders and receivers, and the extent to which both parties can receive nonverbal and para-verbal cues.
What is media richness? What can a rich channel accomplish?
-The “media richness” model helps explain choice of communication channel.
-A “rich” channel can handle multiple cues simultaneously, facilitate rapid feedback, and be personal.
-High performing managers tend to be very media-sensitive.
What is an enterprise social media platform?
An enterprise social media platform is a private work-related social media platform that is accessible only by organizational members.
What is computer-mediated communication?
Computer-mediated communication are forms of communication that rely on digital technology to facilitate information exchange.
