Ch 15 Mgt

Front 1

the transfer of information and understanding from one person to another

Back 1

communication

Front 2

81% of a manager time in a typical workday is spent _____.

Back 2

communicating

Front 3

You are an ____ ______ when you can transmit your message accurately in the least time.

Back 3

efficient communicator

Front 4

You are an ____ _____ when your intended message is accurately understood by the other person.

Back 4

effective communicator

Front 5

sid to be a process consisting of "a sender transmitting a message through media to a receiver who responds."

Back 5

Communication

Front 6

is the person wanting to share information which called

Back 6

sender, message

Front 7

the person for whom the message is intended

Back 7

receiver

Front 8

translating a message into understandable symbols or language.

Back 8

Encoding

Front 9

is interpreting and trying to make sense of the message.

Back 9

decoding

Front 10

the pathway by which a message travel. Email, voice, notes, etc.

Back 10

medium

Front 11

the receiver expresses his or her reaction to the sender's message.

Back 11

feedback

Front 12

any disturbance that interferes with the transmission of a message.

Back 12

Noise

Front 13

Noise can occur in the ____, ____ or _____, _____ _____, ___-____ ______.

Back 13

medium, encoding or decoding, nonverbal communication, cross-cultural communication.

Front 14

public relations; advertising; news reports via print, radio, TV, the Internet

Back 14

mass media

Front 15

indicates how well a particular medium conveys information and promotes learning. High allow to observe multiple cues unlike the low.

Back 15

media richness

Front 16

media richness was proposed by respected organizational theorists ______ ____ and _____ ____ as part of their contingency model media selection

Back 16

Richard Daft and Robert Lengel

Front 17

Face to face presence > video-conferencing > telephone > personal written media > impersonal written media

Back 17

high media richness to low media richness

Front 18

a medium best for nonroutine situations and to avoid oversimplification - it doesn't provide enough of the information the receiver needs and wants. Ex: face to face meeting or phone calls.

Back 18

rich medium

Front 19

best for routine situations and to avoid overloading- more information than necessary. ex: written memos

Back 19

lean medium

Front 20

a barrier being anything interfering with accurate communication between two people

Back 20

social anxiety disorder

Front 21

barrier that no message gets sent

Back 21

sender barrier

Front 22

barrier the message is not expressed correctly

Back 22

encoding barrier

Front 23

barrier the communication channel is blocked

Back 23

medium barrier

Front 24

barrier the recipient doesn't understand the message

Back 24

decoding barrier

Front 25

barrier no message gets receive

Back 25

receiver barrier

Front 26

barrier the recipient doesn't respond enough

Back 26

feedback barrier

Front 27

barrier such as sound, time-zone difference, telephone-line static, and crashed computer.

Back 27

physical barrier

Front 28

is the study of meaning of words.

Back 28

semantics

Front 29

barrier of understanding words, such as broad words, culture, etc.

Back 29

semantics barrier

Front 30

a terminology specific to a particular profession or group. Ex: HR VP wants RFP to gout ASAP.

Back 30

Jargon

Front 31

individual attributes that hinder communication

Back 31

personal barriers

Front 32

9 types of personal barriers:

Back 32

-continue-

Front 33

people who doesn't have the speaking skills, the vocabulary, the facial expressions, the eye contact, the dramatic ability, the "gift of gab" to express themselves in a superior way.

Back 33

variable skills in communicating effectively

Front 34

people who use different frames of reference and experiences to interpret the world around them, they are selective about what things have meaning to them and what don't.

Back 34

variations in how information is processed and interpreted.

Front 35

instead of communication, both of you will concentrating on defensive tactics, not the meaning of the message being exchanged.

Back 35

variations in trustworthiness and creditability.

Front 36

Egos influence how we treat each other as well as how receptive we are to being influence by others.

Back 36

oversized egos

Front 37

do you actually listen when they're talking?

Back 37

faulty listening skills

Front 38

we all have a natural tendency, according to psychologist carl rogers, to judge others' statements from our own point of view

Back 38

tendency to judge others' message

Front 39

to really listen with understanding, you have to imagine yourself in the other person's shoes.

Back 39

inability to listen with understanding

Front 40

consists of oversimplified beliefs about a certain group of people

Back 40

stereotypes and prejudices

Front 41

when your gestures and facial expressions contradict your words

Back 41

nonverbal communication

Front 42

consists of messages sent outside of the written or spoken word.

Back 42

nonverbal communication

Front 43

how close or far away one should be when communicating with another person. Can lead to cross-cultural misunderstanding.

Back 43

1. interpersonal space

Front 44

serves four function in communication.
1. it signal the beginning and end of a conversation; there is a tendency to look away from others when beginning to speak and to look at them when done.
2.it expresses emotion; for instance, most people tend to avoid eye contact when conveying bad news or negative feedback.
3. gazing monitors feedback because it reflects interest and attention.
4. depending on the culture, gazing also expresses the type of relationship between the people communicating.

Back 44

2. eye contact

Front 45

interpretations of facial expressions don't apply across all cultural

Back 45

3. facial expressions

Front 46

body movements and gestures are associated more with one sex than the other or to different culture.

Back 46

4. body movements and gestures

Front 47

men and women interpret touching differently, with women tending to do more touching during conversations than men do.

Back 47

5. touch

Front 48

the location of an office, its size, and the choice of furniture often expressed the accessibility of the person in it.

Back 48

6. setting.

Front 49

if the person make you wait for 45 min, what does it say about his interest in your concerns.

Back 49

7. time

Front 50

temporarily use communication behaviors typical of the other gender to increase the potential for influence

Back 50

genderflex

Front 51

follow the chain of command and are recognized as official.

Back 51

formal communication channels

Front 52

Three types of formal communication:
1. __ - meaning upward and downward.
2. ____ - meaning laterally
3. ____ meaning outside the organization

Back 52

vertical, horizontal, and external

Front 53

is the flow of messages up and down the hierarchy within the organization: bosses communicating with subordinates, subordinates communicating with bosses.

Back 53

vertical communication

Front 54

flows from a higher level to a lower level: smaller organizations - top-down communication. larger organizations - delivered via meetings, e-mail, official memos, and company publications.

Back 54

downward communication

Front 55

flows from a lower level to a higher level. subordinate to his or her immediate manager, who in turn will relay it up to the next level. Depend on an atmosphere of trust.

Back 55

upward communication.

Front 56

flows within and between work units; its main purpose is coordination. consulting with colleagues and co-workers at the same level as you within the organization. Sharing information, coordinating tasks, solving problems, resolving conflicts, and getting the support of your peers. Encourage through the use of committees, task forces, and matrix structures.

Back 56

horizontal communication

Front 57

Horizontal communication can be impeded in three ways:

Back 57

1. by specialization that makes people focus just on their jobs alone.
2. by rivalry between workers and work units, which prevent sharing of information; and
3. by lack of encouragement from management.

Front 58

flows between people inside and outside the organization.These are other stakeholders: customers, suppliers, shareholders or other owners, and so on.

Back 58

External communication

Front 59

develop outside the formal structure and do not follow the chain of command - they skip management levels and cut across lines of authority. Two types of information channels.

Back 59

informal communication channels

Front 60

is the unofficial communication system of the informal organization, a network of gossip and rumor of what is called "employee language."

Back 60

grapevine

Front 61

is the term used to describe a manager's literally wandering around his or her organization and talking with people across all lines of authority. Helps to reduce the problems of distortion that inevitability occur with formal communication flowing up a hierarchy. Allows managers to listen to employees what values and goals are important.

Back 61

Management by wandering around (MBWA).

Front 62

represents "the use of technology to participate in several interactions at the same time."

Back 62

Multicommunicating

Front 63

it is the network of computer networks, a global network of independently operating but interconnected computers, linking hundreds of thousands of smaller networks around the world. Two private uses of the internet

Back 63

internet.

Front 64

nothing more than an organization's private internet. also have firewalls that block outside internet users from accessing internal information. the top four uses are information sharing, information publishing, e-mail, and document management

Back 64

intranet

Front 65

is an extended intranet in that it connects internal employees with selected customers, suppliers, and other strategic partners.

Back 65

extranets

Front 66

uses the internet to send computer-generated text and documents between people.
1. reduce cost of distribution information.
2 increased teamwork
3 reduced paper costs
4 increased flexibility

Back 66

E-mail

Front 67

it can lead to
1. wasted time as in heaving to deal with spam, or unsolicited jokes and junk mail.
2 information overload, as in dealing with all those e-mails crying out for responses;
3. neglect of other media

Back 67

drawbacks of email

Front 68

uses video and audio links along with computers to enable people located at different locations to see, hear, and talk with one another. Reduce travel expenses.

Back 68

teleconferencing, videoconferencing

Front 69

high-definition videoconference systems that simulate face-to-face meeting between users

Back 69

telepresence technology

Front 70

entail using state-of-the-art computer software and hardware to help people work better together. Enable people to share information without the constraints of time and space.

Back 70

Group support system (GSSs)

Front 71

involves doing work that is generally performed in the office away from the office, using a variety of information technologies.

Back 71

telecommuniting.

Front 72

such as personal digital assistants and smartphones offer users the portability to do work from any location.

Back 72

handheld deice

Front 73

is an online journal in which people write whatever they want about any topic. Benefits include the poortunity for people to discuss issues in a casual format, serving much like a chat group and thus providing managers with insights from a variety of employees and customers. drawbacks: lack of legal and organizational guidelines about what can be posted online, resulting in some people being fired after posting information online. Employees can use blogs to say unflattering things or leak confidential information about their employers.

Back 73

blog

Front 74

workplace problems

Back 74

-continue-

Front 75

personal use of the internet, play video games, etc. Waste time on other stuff and not their work. Average US worker fritters away 1.86 per 8-hour workday.

Back 75

misuse of technology.

Front 76

problems with computers such as spam, viruses, and other internet deviltry. People surveys said they spent 14 min daily dealing with computer problems, which would add up to a total of 10 days a year.

Back 76

fussing with computers.

Front 77

occurs when the amount of information received exceeds a person's ability to handle or process it.

Back 77

information overload

Front 78

concentrate on the content of the message

Back 78

judge content not delivery
ask questions, summarize remarks
listen for ideas
resist distractions, show interest
give a fair hearing

Front 79

Being effective reader

Back 79

speeding reading doesn't work
learn to streamline reading
do top-down reading- SQ3R

Front 80

survey, question, read, recite, review

Back 80

SG3R

Front 81

rate reasons to read
question and predict answers
survey the big picture
skim for main ideas
summarize

Back 81

top-down has five steps:

Front 82

Being an effective writer

Back 82

don't show our ignorance
understand your strategy before you write
start with your purpose
write simply, concisely, and directly
telegraph your writing with a powerful layout

Front 83

most important to least important
least controversial to most controversial
negative to positive

Back 83

three strategies for laying out your ideas in writing

Front 84

Being an effective speaker

Back 84

tell them what you're going to say.
Say it.
tell them what you said.