Management Exam 4 Ch. 15

Front 1

Communication (474)

Back 1

the transfer of information and understanding from one person to another.
-81% of a managers time in a typical workday is spent communicating

Front 2

Sender (475)

Back 2

the person wanting to share information called a MESSAGE

Front 3

Receiver (475)

Back 3

the person for whom the message is intended.

Front 4

Encoding (475)

Back 4

translating a message into understandable symbols or language.

Front 5

Decoding (475)

Back 5

interpreting and trying to make sense of the message.

Front 6

Medium (475)

Back 6

the pathway by which a message travels

Front 7

Feedback (475)

Back 7

the receiver expresses his or her reaction to the senders message.

Front 8

Noise (475)

Back 8

any disturbance that interferes with the transmission of a message.

Front 9

Media richness (477)

Back 9

indicates how well a particular medium conveys information and promotes learning.

Front 10

Semantics (479)

Back 10

is the study of the meaning of words.

Front 11

Jargon (479)

Back 11

is terminology specific to a particular profession or group.
-ex. "The HR VP wants the RFP to go out ASAP." Translation: "The Vice President of Human Resources wants the request for proposal to go out as soon as possible."

Front 12

Stereotype (481)

Back 12

consists of oversimplified beliefs about a certain group of people.

Front 13

Nonverbal communication (481)

Back 13

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

Front 14

6 ways in which non verbal communication are expressed:

Back 14

1.) eye contact
2.) facial expressions
3.) body movement
4.) touch
5.) setting
6.) time

Front 15

Formal communication channels (486)

Back 15

follow the chain of command and are recognized as official.

Front 16

3 types of formal communication (486)

Back 16

1.) vertical (up and down)
2.) horizontal (sideways)
3.) external (outside the organization)

Front 17

Downward communication (487)

Back 17

From top to bottom-flows from a higher level to a lower level or levels
-in small organizations this may be delivered face to face and in larger organizations its delivered via meeting, email, official memos, and company publications

Front 18

Upward communication (487)

Back 18

from bottom to top-flows from a lower level to a higher level or levels.
-often this communication is from a subordinate to his or her immediate manager.

Front 19

Horizontal communication (487)

Back 19

flows within and between work units; its main purpose is coordination.
-as a manager you will spend perhaps as much as a third of your time in this form of communication.

Front 20

External communication (488)

Back 20

flows between people inside and outside the organization.
-other stakeholders: customers, suppliers, shareholders, or other owners.

Front 21

Informal communication channels (488)
-two types

Back 21

develop outside the formal structure and do not follow the chain of command.
-skip management levels and cut across lines of authority.
-1.) the grapevine 2.) management by wandering around

Front 22

Grapevine (488)

Back 22

is the unofficial communication system of the informal organization.
-network of gossip or rumors of what is called "employee language"
-grapevine is faster than formal channels and is used by employees to acquire the majority of thein on the job information.
-misleading

Front 23

Management by wandering around (MBWA) (488)

Back 23

the term used to describe a mangers literally wandering around his or her organization and talking with people across all lines of authority.
-helps reduce the problems of distortion that inevitably occur

Front 24

Multicommunicating (489)

Back 24

represents "the use of techology to participate in several interactions at the same time."
-ex. answering email messages during a lecture, and texting during a dinner conversation or while participating in a group conference call.
-sometimes enables us to get more done in a shorter amount time, can also create MISCOMMUNICATION and lead to stress and hurt feelings.
-ex. texting a checking your email while working with colleagues can be seen as not only annoying but insulting.

Front 25

Telepresence technology (491)

Back 25

high definition videoconference systems that simulate face to face meetings between users.
-require a specially designed room with multiple cameras and high definition video screens unlike traditional videoconferencing.

Front 26

Security (492)

Back 26

a system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss.

Front 27

Privacy (492)

Back 27

the right of people not to reveal information about themselves.

Front 28

Identity theft (492)

Back 28

an aggravating violation of privacy which thieves hijack your name and identity and use your good credit rating to get cash or buy things.

Front 29

communication process (475)

Back 29

STUDY

Front 30

Rich medium (477)

Back 30

best for nonroutine situations and to avoid oversimplification.
-face to face meeting or phone call

Front 31

Lean medium (477)

Back 31

best for routine situations and to avoid overloading.
-memo tacked to a bulletin board email

Front 32

Information oversimplification (477)

Back 32

doesnt provide enough of the information the receiver needs and wants.

Front 33

3 types of barriers (478)

Back 33

1.) physical barriers
2.) semantic barriers
3.) personal barriers

Front 34

barriers that happen within the communication process:

Back 34

-Sender barrier-no msg gets sent
-encoding barrier-the msg is not expressed correctly
-medium barrier-the communication channel is blocked
-decoding barrier-the recipient doesnt understand the msg
-receiver barrier-no msg gets received
-feedback barrier-the recipient doesnt respond enough

Front 35

Physical barriers (479)

Back 35

sound, time, space and so on

Front 36

Semantic barriers (479)

Back 36

when words matter

Front 37

Personal barriers (479)

Back 37

individual attributes that hinder communication

Front 38

9 personal barriers that contribute to miscommunication (480-481)

Back 38

STUDY

Front 39

table 15.2 (483)

Back 39

STUDY












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Front 40

table 15.3 (483)

Back 40

STUDY


















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Front 41

table 15.4 (487)

Back 41

study

Front 42

table 15.5 (490)

Back 42

study

Front 43

table 15.6 (492)

Back 43

study

Front 44

Keys to being an effective listener (494)

Back 44

-concentrate on the content of the message
-judge content, not delivery
-ask questions, summarize remarks
-resist distractions, show interest
-listen for ideas
-give a fair hearing

Front 45

keys to being an effective reader
(495)

Back 45

-realize that speed reading doesnt work
-learn to streamline reading
-do top down reading

Front 46

Streamline reading (495)

Back 46

-be savvy about periodicals
-transfer your reading load
-make internal memos and emal more efficient

Front 47

5 steps to top-down reading (405-96)

Back 47

1.) rate reasons to read
2.) question and predict answers
3.) survey the big picture
4.) skim for main ideas
5.) summarize

Front 48

keys to being an effective writer (496)

Back 48

-dont show your ignorance
-understand your strategy before you write
-start with your purpose
-write simply, concisely, and directly
-telegraph your writing with a powerful layout

Front 49

3 strategies for laying out your ideas in writing (496)

Back 49

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

Front 50

tools to making your writing easy to read:

Back 50

-highlighting
-white space

Front 51

keys to being an effective speaker (497)

Back 51

-tell them what youre going to say
-say it
-tell them what you said