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82 Cards in this Set
- Front
- Back
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2 types of communication systems:
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F: "who is SUPPOSED to talk to whom" - reflected in formal org chart
I: "grapevine" - "who really talks to whom" - emerges out of natural social interaction among members |
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T/F: Formal systems don't satisfy all info needs of members.
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True
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T/F: Informal systems develop to satisfy the only the boss' needs.
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FALSE: Satisfy every members needs
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The less informative the formal system, the more _______ the informal com. system.
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active
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T/F: Five out of every six messages (info from convo) in the organization are transmitted through the grapevine.
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True, to satisfy needs, informal system active
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The grapevine carries more ______ information than _______ information.
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accurate, inaccurate
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Grapevine communication is ______.
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FAST
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The grapevine emerges from the ______ and ________ interests of the employees, RATHER than the formal requirements of the organization.
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social, personal interests of employees (need similarities, you choose your friends, comm buddies at work)
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T/F: Managers (Boss) use the grapevine AS OFTEN as lower level employees.
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TRUE
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T/F: Employee gender IS a predictor of participation in grapevine communication
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FALSe IS NOT A PREDICTOR
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T/F: Secretaries and liaisons play a key role in grapevine communication
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True
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Grapevine communication occurs mainly at the _________.
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WORK SITE
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T/F: Only a small portion of grapevine information consists of rumors.
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True
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Rumors are MORE prevalent in organizations that foster ________.
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Secrecy, but can happen any work place
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What role do the opinion leaders have in an organization?
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Informal leaders (not necessarily bosses), connected to many people in network EX: assistant manager Kevin knows/friends with everyone at work, sits with them at lunch and talks to them casually about meeting he had with another company
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What role do ISOLATES play in an org?
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minimal contact with others (Jerry dislikes everyone he works with, keeps to himself)
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What role do BRIDGES play in an org?
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Connect clique they're in with another clique EX: Chin and his China group begin to hang out with the Mexicans
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Give an example of an opinion leader and isolate role!
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Good job!
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What role is the LIAISON:
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Connect 2 cliques without belonging to either one,
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What is a GATEKEEPER?
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Controls info flow between members, Steve has all of the info about the big meeting and Stan is the one that passes it on to coworkers. Steve is mad at Stan and won't tell him anything.
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Boundary spanner role:
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organizational role requires them to spend much of their time communicating with people outside the organization; EX: Genesco (teen fashion co) hire people of same age as target market (teens) to provide first hand intelligence about product
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Customer/Client:
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Customer: buys product/service (nail polish at RiteAid)
Client: one who engages the professional services of another (getting hair cut at salon) |
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Outcomes of Customer Relationships: (STCN.P.S.B)
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-Customer satisfaction: how products/services supplied by a company meet or surpass customer expectation.
-Customer trust: maximizes a customer’s value. -Customer “capital”: value of relationships that an organization builds with its customers; relationship reflected in loyalty to org./products Net promoter scores: every company’s customers can be divided into 3 categories Promoters Passives Detractors Ask one question to categories: How likely is it that you would recommend (Company/Product X) to a friend or colleague? “Buffering”: Absorb uncertainty from environment (EX: faulty product rumor around town) |
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T/F: Customer satisfaction maximizes a customer's value.
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FALSE TRUST
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Customer "capital", an outcome of a CR, is about the relationship with the customer and reflected in the LOYALTY to product. T/F:
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TRUE
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Net promoter scores: customers can be divided into what 3 categories?
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Promoters, Passives, Detractors,
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T/F: You only ask the PROMOTERS the question of how likely is it that you would recommend (Company/Product X) to a friend or colleague?
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FALSE, promoters passives and detractors
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_______ is a customer absorbing uncertainty from environment (EX: faulty product rumor around town)
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BUFFERING
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_______ is the process by which organizations “establish, maintain, and enhance relationships with customers and other partners, at a profit, so that objectives of the parties involved are met. This is achieved by a mutual exchange and fulfillment of promises.”
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Relationship marketing. Great job!
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T/F: Relationship marketing is different than the 4P's Approach (product, placement, promotion, price).
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True, about relationship with customer
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______ is a shift in focus from attracting new customers to retaining customers. (Systems Approach)
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Relationship marketing
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What are the 4 types of customer relationships? (BRDPD)
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Bilateral: having 2 sides; involving both sides equally; binding on both parties to an agreement
Recurrent: happening over and over Dominant Partner: In control of other partners Discrete: A separate independent unit |
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T/F: Bilateral is the strongest type of customer relationship.
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TRUE
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T/F: Customer relationships can morph from one type to another. Recurrent --> Bilateral
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TRUE
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List and describe the 4 dimensions of customer relationships (CSFRI).
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Role Integrity: Invoking trust and respect from their employees
Communication: The activity of conveying information between people or groups Flexibility: The quality of being adaptable or variable Solidarity: A union of interests or purposes or sympathies among members of a group |
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_________ are the first and MOST CONSISTENT organizational participants in the customer relationship. Give an example of it.
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Front people : EX: (sales reps, account managers, caregivers, counselors)
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T/F: Front people aren't crucial to effective development and maintenance of customer relationships.
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FALSE, CRUCIAL
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You must be a_____, f_______, c_______, s_______ to be a front person.
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adaptable, flexible, customer oriented, social/sociable
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T/F: Customer Relationship Management (CRM) is the systematic gathering, storing and analysis of information about customers
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True
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What types of customer information do you need (3 types)
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Of the customer: the customer’s WISHES
For the customer: to the customer’s LIKING By the customer: customer chooses how s/he wants goods or services customized |
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What are the 4 CRM development stages?
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1: Preliminary, non Information technology-assisted phase, gather info about company/product satisfaction
2: IT-assisted phase: spreadsheets, statistical software to analyze cust info 3: IT automated phase: orgs use multiple techs to emphasize cust interaction to track cust buying patterns, cust profiles 4: IT Integration: sophisticated integration systems provide access to info for every decision maker inside org |
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T/F: During the 3rd IT stage, orgs develop web pages to show info about product to customers.
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False 2nd: Info tech assisted stage
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Which phase is the J-CRM stage?
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4; sophisticated integration systems provide accesss to every decision maker that matters to co, product
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T/F: Stress leads to burnout.
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True
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________ is an emotional and physical strain caused by “stressors".
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Stress
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________ and ______ have sources of wearing out, emotional exhaustion and depersonalization.
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Burnout/ Stress; wearing out:overworked, emotional exhaustion: chronic physical emotional depletion from job demands and continuous stress depersonalization: MENTAL STATE, person feels detached/disconnected from personal identity/self
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Consequences of Stress/Burnout (5) IA/TLDA/V
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Mental and physical illness
Absenteeism and Turnover Lower quality work Decreased productivity Aggression, Violence |
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Describe the stressors that cause stress/burnout. (Workload, Role Ambiguity, Role Conflict, Personality, Com Overload/Underload, Emotional labor.
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Good job!
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What 3 ways can you cope with stress/burnout?
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Problem focused coping
Appraisal focused coping Emotional centered coping |
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T/F: Social support is a way of coping.
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True
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What are the 3 types of social support?
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Instrumental (workload problem - coworker helps you finish it)
Informational (get info from peers) *must have good coworker relationships Emotional : vent to someone else of your problemo |
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________ is the physical and emotional support given to us by our family, friends, coworkers, etc.
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Social support, form of coping
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Workplace ethics:
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Knowing what is right and wrong behavior in workplace and doing what's RIGHT
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What are the 4 consequences of unethical workplace communication?
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Decreased employee motivation and morale
Increased employee stress Increased employee turnover Decreased productivity: $5,000-$7,000 per employee/year |
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T/F: If there is unethical workplace communication, there is increased employee morale and motivation.
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false, decrease
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T/F: Unethical workplace communication increases employee stress and turnover.
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True
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T/F: Unethical workplace communication decreases productivity by $5,000-$7,000 per employee per year.
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True
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What is scapegoating?
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Blaming someone else for your mistake
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What is credit-taking?
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Taking credit where credit isn't deserved
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What is overpromising?
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EX: lie about something you did/ did not do
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Sharp penciling?
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EX: inaccurate info to org to make your department look better
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Lack of feedback:
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no feedback about performance by boss to employee
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__________ are
situations in which an individual must make a decision in the presence of: Significant value conflicts among different interests Alternatives that are both justifiable Significant consequences for “stakeholders” in the situation |
ethical dilemmas
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T/F: For ethical dilemmas you must consider these things in decision making: Boss' perspectives
Company’s values/goals Quality of information Your friend's opinions The “how will I feel about tomorrow” test |
FALSE Others’ perspectives
Your and company’s values/goals Quality of information Comfort level with disclosure of behavior The “how will I feel about tomorrow” test |
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_____ethical behavior and ________unethical behavior
Ethics training ____ __ _______ |
Enhancing and Encouraging Ethical Workplace Communication:
Lead by example Consider ethics in employee evaluations Reward ethical behavior and punish unethical behavior Ethics training Code of Ethics |
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What is a GDSS?
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Group decision support systems
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_________ is a system of working set # of hrs with starting and finishing times chosen within agreed limits by an employee.
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flex time
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Communication technologies inhibit emergent leadership. What is emergent leadership?
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EX: can't show charisma online, can offend people (sarcasm through text)
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Communication technologies increase coalition building. What is that
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Encourages groups
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What are the good and the bad of the consequence, increased amt of messages, (communication technology)
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Info overload,
people better informed |
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What are the 2 dimensions of communication media?
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Social presence: degree of sociability
Richness: speed of feedback, formality and structure, nonverbal cues |
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What is the media richness theory?
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Media vary in richness, face to face richest, numerical data leanest, The more equivocal the message/situation, the richer the medium required to effectively communicate
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What is the symbolic nature of the medium?
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Each medium communicates content, but ALSO messages about the sender and the relationship between sender and receiver (boss/employee)
The medium is the message EXAMPLE: Email, face to face, etc. About choice of medium by sender Bob Dole example (2000’s, campaign: more info go to his website, one of the first to do so) |
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This theory indicates that each medium communicates content, but ALSO messages about the sender and the relationship between sender and receiver (boss/employee)
The medium is the message. |
Symbolic nature of the medium
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T/F: Symbolic nature of the medium says it's about choice of medium by sender to receiver.
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T
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Social Information Processing:
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A critical mass of users is necessary to make the investment in a technology worthwhile.
The likeliood an employee will use a technology depends on what sh/he hears other employees say about technology Influence of peers Need to enlist help of an opinion |
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According to SIPT, the likeliood an employee will use a technology depends on what s/he hears other employees say about technology. T/F?
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True
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What is the symbolic nature of the medium?
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Each medium communicates content, but ALSO messages about the sender and the relationship between sender and receiver (boss/employee)
The medium is the message EXAMPLE: Email, face to face, etc. About choice of medium by sender Bob Dole example (2000’s, campaign: more info go to his website, one of the first to do so) |
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This theory indicates that each medium communicates content, but ALSO messages about the sender and the relationship between sender and receiver (boss/employee)
The medium is the message. |
Symbolic nature of the medium
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T/F: Symbolic nature of the medium says it's about choice of medium by sender to receiver.
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T
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Social Information Processing:
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A critical mass of users is necessary to make the investment in a technology worthwhile.
The likeliood an employee will use a technology depends on what sh/he hears other employees say about technology Influence of peers Need to enlist help of an opinion |
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According to SIPT, the likeliood an employee will use a technology depends on what s/he hears other employees say about technology. T/F?
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True
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