G5: Communication in workplace Flashcards
(54 cards)
1
Q
refers to all the ways a company and
its representatives communicate.
A
Organizational Communication
2
Q
- How subordinates communicate to superiors or someone of higher rank.
A
Upward Communication
3
Q
- It is used to limit the number of people communicating directly with the top executive.
A
Serial Communication
4
Q
bad news and complaints are seldom relayed
A
MUM (minimize unpleasant messages effect
5
Q
- Usually, an external consultant conducts an annual survey where employees are asked to rate their views on different factors regarding the work/workplace.
A
Attitude Surveys
6
Q
- A meeting between an outside consultant and current employees to gather opinions and/or suggestions.
A
Focus Groups
7
Q
An interview with a departing employee.
A
Exit Interviews
8
Q
- Allows employees to communicate their thoughts with a sense of anonymity.
A
Suggestion Boxes
9
Q
- Having third-party individuals (e.g., liaison or ombudsperson) who handle employee complaints and suggestions and then collaborate directly with management to resolve issues.
A
Third-Party, Facilitators
10
Q
- Communication of superiors to subordinates or management to employees.
A
Downward Communication
11
Q
- Its main use is to communicate non-work-related information.
A
Bulletin Boards
12
Q
- The place for posting important changes in policy or procedure.
A
Policy Manuals
13
Q
- Designed to boost employee morale.
A
Newsletters
14
Q
- Organization-wide versions of the Internet.
A
Intranets
15
Q
- Sharing business information among staff, managers, and customers.
A
Business Communication
16
Q
- One of the most common methods and has the advantage of providing detailed information quickly to many people.
A
Memos or Memorandum
17
Q
- Connects one caller to another.
A
Telephone Calls
18
Q
- Are primarily used to ask questions and exchange general and/or timely information.
A
Email and Voicemail
19
Q
Is transmitted through the grapevine. Communication is
often distorted.
A
Informal Communication
20
Q
- Primarily focuses on individuals.
- The content lacks significance to those gossiping.
- Serves to entertain and provide social information.
A
Gossip
21
Q
- Can be about individuals or other topics.
- Contains information significant to the lives of those communicating it.
- Serves the function of helping to make sense of ambiguous
information and of helping manage potential threats
A
rumor
22
Q
- Employee 1 (Uno passes a message to E2 who passes it to E3, and so on. Either received by everyone or the
“chain breaks”
A
Single Strand Grapevine
23
Q
- Uno passes the message to only a selected number of people.
A
Gossip Grapevine
24
Q
- Uno tells a selected number of employees, who will tell a few selected others.
A
Cluster Grapevine
25
- Uno shares the message with a few employees, who then pass it on randomly to other employees.
Probability Grapevine
26
: received less than half of the information.
Isolates
27
: both received most of the information and passed it on to others
Liaisons
28
: heard most of the information but seldom passed it
Dead-enders
29
- Involves the exchanging of a message across a communication channel from one person to another.
Interpersonal Communication
30
- Information can be communicated in a variety of ways, such as orally, nonverbally, through a second party, or through a written medium such as a letter or memo.
Communication Channel
31
- Is the interference that affects proper reception of a message.
Noise
32
- Our words often say one thing, but our actions say another.
Nonverbal cues
33
(How we move and position our body)
Body Language
34
(Also provides nonverbal cues about their feelings and personality.
Use of Space
35
punctuality and tardiness
Use of Time
36
- the way we say things and consists of variables such as tone, tempo, volume, number and duration of pauses, and rate of speech.
Paralanguage
37
- Is concern on the objects that a person wears or with which they surround themselves.
Artifacts
38
- When a message contains more information than we can hold in memory, the information becomes leveled, sharpened, and assimilated.
Amount of Information
39
• (Ignored everything and is focused on one task)
Omission
40
• (Attempts to deal with every message she receives)
Error
41
• (Placing the work into a queue, or waiting line)
Queuing
42
• (Withdraws or runs away)
Escape
43
- The meaning of a message can change depending on the way in which the receiver interprets the message.
Message Received VS Message Interpreted
44
allows only the most important to go through
Use of a Gatekeeper
45
an organization reduces the amount of communication going to one person by directing some of it to another
Use of Multiple Channels
46
- listen only for words that indicate pleasure.
Leisure Listening
47
- listens for the main ideas behind any communication.
Inclusive Listening
48
- listens to the way the communication is presented.
Stylistic Listening
49
- hears and retains large amounts of details, but does not hear the meaning of those details.
Technical Listening
50
- hears tunes into the feelings of the speaker and most likely pays attention to nonverbal cues.
Empathetic Listening
51
- attends only to information that is consistent with her way of thinking.
Nonconforming Listening
52
(emotions gets in the way of communication.)
Emotional State
53
the way in which a received
message is interpreted)
Cognitive Ability
54
we only process pieces of information that are consistent with our opinion
Bias
