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100 Cards in this Set
- Front
- Back
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Communication is
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the transmission of information and meaning from one party to another
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What is the sender?
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source of the message
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What is encoding?
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it is the function of the sender; the idea/thought
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What is the receiver?
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the target/recipient
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What is decoding?
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when the receiver interprets the message into a thought
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What is the message?
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the verbal and non-verbal and written symbols used to convey an idea
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What is the channel?
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the path/medium that the message follows
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What is feedback?
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the message that the recipient sends back to the sender
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What is perception?
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Within the communication model, it is how the recipient views the message; their view of the communication
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What is noise?
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Any perturbation in transmission; psychological thing that can distort message; can be social noise (ex: situations like whisper down the lane.)
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How is encoding a problem/issue in communication?
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if there is not enough vocab
ex: can't write music but there is a song in my head ex: emotions: kids soccer practice when the parent yells 'dammit' meaning for them to get into their positions, but that's not the way to communicate for kids to get into their positions |
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How is decoding a problem/issue in communication?
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Ex: when you can't READ music
Ex: emotions: when you're in an argument and a nerve is struck, you won't listen to the rest of what the other person is saying |
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How is noise a problem/issue in communication?
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Because it is a static distraction in the environment, it can be an alteration en route, and it can be stuff like fear or alcohol
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How is channel richness a problem/issue in communication?
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When to use what?
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How is organizational behaviors a problem/issue in communication?
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Status; intimidation; lingo, jargon, LIFO, FIFO
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How is individual barriers a problem/issue in communication?
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Fatigue, prejudice, secrecy, expectations, vocabulary
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How is feedback a problem/issue in communication?
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Is it's own message with all of the other problems that are dealt with in communication
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Within channel richness, what is the richest channel, next richest channel, second leanest channel, and leanest channel?
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Physical presence
2 way channel 1 way channel Anonymous |
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What is physical presence as a channel?
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One on one; face to face
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What is 2 way channel as a channel?
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telephone (news)
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What is one way channel as a channel?
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e-mail (memo)
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What is anonymous as a channel?
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bulletin board announcement
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For what are rich channels the best and for what are lean channels the best?
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Rich= best for novel messages (new messages); non-routine, important, personal
Lean= best for routine messages (if it's a standing order and everyone knows the rules) |
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What is the trick with using channels?
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Knowing when to use what
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Within interpersonal communication, what are igniter phrases?
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facilitate/engender more discussion; encouraging more input
"How can I help?" |
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Within interpersonal communication, what are killer phrases?
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They terminate discussion; discouraging; bad reputation;
"That'll never work." |
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What's the key with interpersonal communication?
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Don't be phony- tell the truth, but there are phrases that turn employees off and those that attract them
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What are the forms of non-verbal communication?
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1- body language
2- space 3- dress 4- non-verbal cues |
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What are the 2 forms of interpersonal communication?
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Igniter phrases and killer phrases
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What is body language?
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non-verbal communication such as eye-contact, tone of voice (ending with question), facial expression (don't smirk), hand gestures, and silence BUT most of it is crap/not accurate
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What is space?
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Non-verbal communication such as proxemics; how you use physical space affects communication
ex: little boy chair, big comfy boy chair with cherry tree desk; personal space; cultural and personal |
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What is dress?
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Non-verbal communication that affects the perception of your communication
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What are the 3 ways you can withhold information? Describe them.
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1- "power": some people think information is power - BAD
2- secrecy: some people think secrecy is power - BAD 3- diffusion: approach to get info to people who need it - GOOD |
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TEAMS:
What are the 4 stages? |
1- Forming
2- Storming 3- Norming 4- Performing |
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What's included in the forming stage of teams? (Feelings and behaviors and BIG QUESTION/OPINION?)
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FEELINGS:
- anticipation, perhaps optimism - pride in being chosen if interviews/eliminations - suspicions, perhaps fear BEHAVIORS: -feelings not dealt with -attempts to define needed tasks/methods -poor listening -"What is appropriate?" -unclear objectives -"What do we need?" -minimal involvement -lofty, abstract discussions -discussions of symptoms -complaints BIG QUESTION: "What are we doing?" |
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What's included in the storming stage of teams? (Feelings and behaviors and BIG QUESTION/OPINION?)
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FEELINGS:
-resistance -sharp fluctuations in attitude -anxiety via conflict BEHAVIORS: -arguing -defensiveness and competition; factions -"choosing sides" -forced to listen "Listen to me." -questioning the wisdom of those who selected that method -establishing unrealistic goals -concern about excessive work -discomfort -"pecking order" disunity BIG QUESTION: "Why do we have to be on this stupid team?" |
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What's included in the norming stage of teams? (Feelings and behaviors and BIG QUESTION/OPINION?)
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FEELING:
-beginning of ability to express criticism constructively -acceptance of membership -belief that it seems everything may work out -not the most creative stage because looking for rules BEHAVIORS: -consolidation, move forward -an attempt to achieve harmony by avoiding conflict -more friendliness than fighting, sharing personal problems -team cohesion, common spirit/goal -establish/maintaining norms BIG OPINION: "This might work." |
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What's included in the performing stage of teams? (Feelings and behaviors and BIG QUESTION/OPINION?)
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FEELING:
-members have insights to better understand strengths and weaknesses -obligations to teammates -satisfaction at the team's progress BEHAVIORS: -using all resources (no absenteeism) -constructive self-change -working through group problems (or to prevent them) -play your position -close attachment to team -flexibility BIG OPINION: "I like this." |
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In terms of consulting, why are the behaviors and feelings of teams important?
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Because they can point to which stage the team is in
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Forming is a ____ stage
Storming is a ____ stage Norming is a ____ stage Performing is a ____ stage |
underdeveloped
experimenting consolidating mature and successful |
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What are the 7 advantages of teams?
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1- More ideas
2- better ideas 3- participation 4- acceptance of solution 5- (Proper) conflict resolution 6- Synergy |
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What are the 5 disadvantages of teams?
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1- Takes longer
2- More resources 3- Group think (everyone agrees for the sake of harmony) 4- Risky shift (some groups make a decision more risky than the individual would because of the cloak of anonymity) 5- Dysfunctional personal behaviors |
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What are the 5 dysfunctional team-member behaviors?
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1- Social loafing - person doesn't show up, or shows up and doesn't do anything
2- Blocking - interfering with group problems 3- Competing - competing with other team members to claim recognition 4- Withdrawal - drop out psychologically 5- Seeking sympathy - "feel bad for me" |
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What is the most common and easiest fix that is one of the dysfunctional team-member behaviors?
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Social loafing
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What are the 11 characteristics of effective teams and which one is the most important?
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1- Common goal (most important and effective)
2- Individual motives 3- Overcoming adversity 4- Conflict resolution 5- Trust and respect 6- shared leadership 7- control and procedures 8- interpersonal communication 9- approach to problem solving 10- experimentation 11- evaluation |
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What is a self-directed work team?
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a small group empowered to manage themselves and their work on a day-to-day basis
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What is the difference between content and context?
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content is what the task is and context is the location, climate, and pay time
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What is group cohesiveness?
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Cohesiveness is the degree to which members are attracted to the group and are motivated to perform as an integrated unit
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When does cohesiveness tend to be high? (4)
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1- Members respect each other
2- Members agree on goals 3- Members are interdependent 4- The group experiences incremental success |
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What is the relationship between cohesiveness and productivity?
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Cohesiveness doesn't necessarily increase productivity
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What is the value of conflict to the group and what does it do?
How is conflict valuable to a group? |
-Permits the airing of differences
- Is the root of productive change -Helps prevent groupthink -Stimulates innovation -Closure facilitates cohesiveness (because you solved it as a group) |
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Solving conflict=
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cohesiveness
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What is the pyramidal hierarchy of a team?
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Executive management (strategic)
Middle Management (tactical) Supervisor (self-directed work team) and then the supervisor has people beneath them |
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What does the supervisor do?
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-Planning and scheduling
-Assigning work tasks -Training workers -Quality control |
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What is goal congruity?
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Alignment of group and organizational goals
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What is of managing group decision making?
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synergy in managing teams
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What is synergy?
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the cooperative interaction among two or more agents that creates an enhanced effect
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In managing group decision making, what are the subparts of effective group decision making? (4)
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1- Leadership
2- Cohesiveness 3- Constructive Conflict 4- Creativity |
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What is the goal of a brainstorming session?
What is the key ground rule? |
A session is designed to produce as many key creative IDEAS as possible.
The key ground rule is to postpone criticism and evaluation of ideas. |
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What are the three parts to managing a brainstorming session?
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1. Before the brainstorming session
2. During brainstorming 3. After the session is complete |
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What are the 4 subparts of managing before the brainstorming session?
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1. Define the purpose
2. Choose participants 3. Change the environment (don't have meetings in your office) 4. Choose facilitator |
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What are the 4 subparts of managing during the brainstorming session?
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1. Sit facing the problem (semi-circle)
2. Clarify ground rules (no criticism) 3. Brainstorm 4. Record all ideas |
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As a subpart of managing during the brainstorming session, what are the 4 important things that recording all ideas does?
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1. stimulates more ideas
2. reduces tendency to repeat 3. psychologically realize that it's just not a list 4. shows some progress |
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What are the 3 subparts of managing after the brainstorming session is complete?
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1. Cluster ideas
2. Identify clusters (label them) 3. Choose clusters to work on |
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What is a conflict situation defined as?
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An interpersonal situation where the concern of 2 parties appears to be incompatible
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What are the 2 dimensions conflict situations are measured on?
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1. Assertiveness
2. Cooperativeness |
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What are the 4 values of conflict within a group?
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1. Permits the airing of differences
2. Is the root of productive change 3. Helps to prevent groupthink 4. Closure increases intragroup cohesiveness and facilitates future problem solving |
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What is assertiveness defined as?
What is cooperativeness defined as? |
Assertiveness: fighting for an opinion
Cooperativeness: degree to which you comply to the other's stand |
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What are the 5 conflict management styles?
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1. Avoiding
2. Competing 3. Accommodating 4. Compromising 5. Collaborating |
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Which is the conflict management style with a high degree of assertiveness and low degree of cooperativeness?
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Competing
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Which is the conflict management style with a low degree of assertiveness and low degree of cooperativeness?
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Avoiding
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Which is the conflict management style with a low degree of assertiveness and high degree of cooperativeness?
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Accommodating
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Which is the conflict management style with a medium degree of assertiveness and medium degree of cooperativeness?
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Compromising
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Which is the conflict management style with a high degree of assertiveness and high degree of cooperativeness?
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Collaborating
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What is avoiding defined as/when is it appropriate?
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A conflict resolution mode that is appropriate when risk far outweighs any gains
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What is competing defined as/when is it appropriate?
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A conflict resolution mode that revolves around the idea of "I win, you lose." Appropriate when that is the nature of the exercise (ex: sports), or when you know you are right, or in ethical situations
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What is accommodating defined as/when is it appropriate?
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A conflict resolution mode that revolves around the idea of "I lose, you win," or omission. Appropriate when you know you're wrong.
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What is compromising defined as/when is it appropriate?
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A conflict resolution mode that revolves around the idea of "Win some, lose some." Appropriate when you need more time.
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What is collaborating defined as/when is it appropriate?
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A conflict resolution mode that revolves the idea of "Win, win" and expanding the possible outcomes which changes nature of the game. Appropriate when results are important.
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What is group cohesiveness?
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The degree to which members are attracted to the group and are motivated to perform as an integrated unit
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Group cohesiveness tends to be high when: (4)
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1- Members respect each other
2- Members agree on goals 3- Members are interdependent 4- The group experiences incremental success |
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What is the relationship between cohesiveness and productivity?
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As cohesiveness and goal congruence increase, so does productivity. The same is true for the other way around.
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What are the 4 leadership roles in group decision making?
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1. Avoid domination
2. Encourage participation 3. Avoid groupthink 4. Focus on goals |
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What are the 5 forces for organizational change and how to they work?
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1. Increased global competition
2. Government regulation (either more regulation or deregulation) 3. Technology advances (pace of change and pace of adoption) 4. Media coverage (positive exposure but also risk) 5. Workforce needs (societal changes like people living longer and retiring earlier) |
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What are the 4 internal forces for organizational change?
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1. Production deficiencies (resource limitations)
2. Union and Employee Demands 3. Culture Shift 4. Leadership changes |
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What is the biggest problem with change management?
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Resistance to change
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What are the individual barriers to change?
Why is the word "individual" important to note? |
1. Fear of the unknown- what it's going to be like in the new system
2. Threats to power and influence- used to be boss, now you're coach 3. Economic reasons- change is expensive 4. Habit- over 20 years, you develop a style that has worked (why should I change?) 5. Failure to recognize need for change Individual is much more psychological |
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What are the organizational barriers to change?
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1. Organizational design- may need to redesign
2. Organizational culture- more difficult 3. Resource limitations- time and money and HR 4. Previously unsuccessful change efforts- frustration from last time 5. Interorganizational agreements- contracts |
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What did Lewin's Force Field Analysis say?
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Driving forces for change are counteracted by restraining forces against change. As such, for every negative thing about the change to be implemented, there have to be like 5 positives to get over it; in other words, you must have a convincing argument
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What does unfeezing mean?
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Stopping an old behavior/process
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What are the 4 ways to achieve increased awareness of need for change under the unfreezing stage?
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1. Education
2. Communication 3. Involvement 4. Acknowledgement |
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What does moving focus on?
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Focuses on learning new behaviors and the "why"
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What are the 4 reasons (the "why") for learning new behaviors in the moving stage?
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1. Establish a vision for the future
2. Alter organizational structure to allow change to occur 3. Provide training, equipment, and materials 4. Provide encouragement and support |
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When does the refreezing stage begin? What does it do?
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Begins once the employees have started moving in the right direction
Reinforces new behaviors? |
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What are the 2 ways to reinforce new behaviors in the refreezing stage?
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1. Alter management and reward systems (you can't keep rewarding someone for 30 years but you can't do it rarely either)
2. Top management support for change (the tone at the top) |
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What are 4 techniques for reducing resistance to change?
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1. Education and Communication
2. Participation and involvement 3. Facilitative support 4. Incentives/Coercion |
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What are the 3 consulting models?
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Expert
Doctor-Patient Process (OD) |
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What is the expert consulting model?
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ANALYSIS
the organization defines the problem and searches for an expert to solve the problem as defined by the organization |
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What is the doctor-patient consulting model?
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the consultant defines the problems and prescribes a solution for the organization
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What is the process (OD) consulting model?
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LONG-TERM
the consultant works with the organization to both define the problem and develop an appropriate solution for the problem (ex: stay with them one day a week for a year) |
