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58 Cards in this Set
- Front
- Back
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What is Communication? |
It is the process by which information is exchanged between a sender and a receiver. |
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What kind of communication are we concerned with in this chapter?
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Interpersonal communication |
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What is Interpersonal Communication? |
The exchange of info between people. (ie. a one-on-one exchange between two individuals) |
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List the communication process model in order from Sender to Receiver |
The Sender 1. Thinking 2. Encoding 3. Transmitting The Receiver 2. Decoding 3. Understanding Receiver/Sender 4. Feedback |
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What is Effective communication? |
Occurs when the right people receive the right information at the right time. |
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What is Ineffective communication? |
- Violation of any of the three conditions of effective communication result in ineffective communication |
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In theory, organizational communication could stick to a strict system of communication. What is this called? |
Chain of Command |
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Define "Chain of command" |
Lines of authority and formal reporting relationships. |
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What are the three necessary forms of communication through this system? |
1. Downward communication 2. Upward communication 3. Horizontal communication |
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What is Downward communication? Give an example |
- Flows from the top of the org to the bottom. Ex. A vice-president of production might instruct a plant manager to gear up for manufacturing a new product, the plant manager would then tell supervisors, who instruct production workers. Vice-president --> manager --> supervisor --> workers |
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What is Upward communication? Give an example |
-Flows from bottom of the org. to the top. Ex. Chemical engineer found some new formula, pass this on to research and development manager, which informs vice-president. Worker --> Manager --> Vice-president |
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What is Horizontal Communication? |
- Between departments or units, usually as a way of coordinating effort. |
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What are some Deficiencies in the Chain of Command? |
1. Informal Communication 2. Filtering 3. Slowness |
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Informal communication is beneficial because... |
- It can help organizational performance - Plays a role in the social well-being of the organization members - Can harm the organization - gossip, rumors. |
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What is Filtering? |
The tendency for a message to be watered down (reduced, altered) or stopped during transmission |
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What are the two kinds of filtering? |
Upward - From subordinates to superiors Downward - From superiors to subordinates |
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When would upward filtering be used. Give an example. |
- Occurs when employees are afraid that their boss will use info against them |
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When would downward filtering be used? |
Often due to time pressures or simple lack of attention to detail. |
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Provide a sinister example of downward filtering |
A manager who feels that an up-and-coming employee could be promoted, might filter crucial info to make the subordinate look bad at a staff meeting. |
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What is slowness? |
When the message that's communicated takes longer to process. |
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What can help with slowness? |
Cross-functional teams and employee empowerment can be used to short-circuit strict chain of commands |
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What are some aspects of info free flow? |
1. Voice 2. Silence 3. Mum Effect |
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What is voice? |
The constructive expression of disagreement or concern about work unit or organizational practices |
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What is Silence? |
Withholding relevant information. |
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What is the mum effect? |
The tendency to avoid communicating unfavourable news to others. |
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What free flow aspect is considered a form of Organizational Citizenship Behaviour? |
Voice - It should be encouraged |
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What can result in a climate of silence? |
Self-censorship. |
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We talked about informal communication, name a big informal network discussed. |
The Grapevine |
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What is "Grapevine" ? |
An organization's informal communication network. It is information passed by word of mouth, notes, emails, fax..etc |
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What are 2 distinguishing features about grapevine? |
1. There can be several grapevine systems. 2. Grapevine can transmit relevant info & gossip |
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How accurate is grapevine? (what percentage of info carried is correct) |
75 percent of the non-controversial organization-related info is correct. |
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Who participates may partake in Grapevine? What are factors that contribute to transmitter of info? |
1) Personality characteristics play a role
2) The nature of the info 3) The physical location of employees |
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What are some Pros and Cons of the Grapevine? |
Pros ------------ >Can keep employees informed about important matters. > Can be used to probe employee reactions to proposed changes. Give management an opportunity to refine or change plans before commitment >If extends beyond the company, can be a useful tool for recruiting. Cons ------------ >Can become a problem when used as a pipeline for rumors rumors are susceptible to sever distortion from person to person, cannot me verified as accurate. Wasteful energy, negative atmosphere |
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What is a rumor? |
An unverified belief that is in general circulation |
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What is Jargon? |
Specialized languages used by job holders or members of particular occupations or organizations. |
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What is COMVOC? |
Common vocabulary |
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Jargon can be a barrier to clear communication to whom? |
- Between departments - to outsiders - to new organizational members |
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Define body language: |
Non-verbal communication by means of a sender's bodily motions, facial expressions, or physical location |
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What are the two main messages sent via body language: |
1. The extent to which the sender likes and is interested in the receiver 2. The sender's view concerning the relative status of the sender and the receiver. |
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Senders communicating that they like/are interested in the receiver tend to...
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- Position themselves close - Touch - Maintain eye contact - Lean forward - Direct torso |
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Senders communicating they are higher status than the receiver tend to... |
-act more relaxed: casual placement of arms/legs, reclining position, lack of fidgeting |
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What has research shown about body language during interviews?
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- Positive language (smiling, eye contact, gesturing) if not overdone can give an edge to an applicant. |
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Non-verbal communication can also occur through the use of various objects such as: |
Props, artifacts, and costumes |
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What does research say about 'decor' in a workplace? |
It appears to have some validity. Also that strangers were able to accurately infer certain Big Five personality traits of the occupant of business offices. |
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What does clothing communicate? |
Competence, seriousness and promotability. |
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What does research reveal about clothing and communication? |
That people associate various clothing brands with different personality characteristics, and that proper clothing may enhance self-esteem, and self-confidence to a noticeable degree. |
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Gender differences in communication revolve around the... |
"One up, One down" position. i.e. The predominant male tactic leads to a one up position. The predominant female tactic leads to a one down position. |
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Males communicate to: |
Enforce status/power |
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Females communicate to: |
build relationships |
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This difference can have a negative impact on: |
Recognition, rewards and overall careers of Women! |
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The differences between male and female communication are the following: |
Male: -Getting credit/confidence and boasting, concealing doubt - Asking questions (seen as a weakness) - Ritual opposition (challenge others point of view) - Managing up (Spending more time communicating with superiors) Female: -Indirectness in giving orders - Appraisal = compliments instead of critique - Feedback (buffer criticism with praise) - Apologies (seen as a weakness) |
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What are the variability areas of cross-cultural communication? |
- Language - Non-verbal communication - Etiquette and politeness - Social conventions |
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What can be said about languages and communication? |
-Communication is generally better when individuals or groups share the same values and common language. -Speaking the same language does not guarantee perfect communication |
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What are some differences in non-verbal communication across cultures? |
1. Facial Expressions - Most culture accurately detect this 2. Gestures - Do not translate well across culture. 3. Gaze - xcultural differences to which it is considered suitable to look directly in the eye 4. Touch |
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What is Cultural Context? |
The cultural information that surrounds a communication episode. |
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According to research what countries are high in cultural context? |
-Africa -Arab countries -Asian countries -Central/South America |
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What countries are lower in cultural context? |
-Northern Europe -Scandinavian -North American |
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What is do people in high-context cultures tend to do? |
They are nosy. They want to know about you and your company in great detail. Getting to the point quickly is not favoured. |
