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24 Cards in this Set
- Front
- Back
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Communication
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the process by which information is transmitted and understood between two or more people. Transmitting the sender's intended meaning (not just symbols) is the essence of good communication
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Model of Communication
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1. sender forms a message and encodes it into words, gestures, voice intonations, and other symbols or signs
2. Encoded message is transmitted to the intended receiver through one or more communication channels (media) 3. receiver senses the incoming message and decodes it into something meaningful 4. sender looks for evidence that the other person received and understood the transmitted info |
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Verbal Communication
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transmits meaning through WORDS
examples: speaking, texting, email, word choice, letters, sign language |
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Non-Verbal Communication
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any part of communication that does NOT use words
usually automatic and unconscious examples: actions, facial gestures, voice intonation, physical distance, silence |
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Media Richness
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the medium's data-carrying capacity; the volume and variety of information that can be transmitted during a specific time
face-to-face is most media rich |
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Information Overload
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occurs when the volume of information received exceeds the person's capacity to get through it
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Getting your message across
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1. empathize
2. repeat the message 3. use timing effectively 4. be descriptive |
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Active Listening
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1. Sensing
2. Evaluating 3. Responding |
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Grapevine
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Unstructured and informal network founded on social relationships rather than organizational charts or job descriptions
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Management by Walking Around (MBWA)
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a communication practice in which executives get out of their offices and learn from others in the organization through face-to-face dialogue
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wikis
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collaborative web spaces in which anyone in a group can write, edit or remove material from the Web site
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Contingency of Media Richness
non-routine situations |
parties have little common experiance (ex. emergencies)
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Contingency of Media Richness
ambiguous situations |
need to resolve multiple and conflicting interpretations
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Three Factors that override/blur media richness
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1. ability to multi-communicate
2. more varied proficiency levels (some can push more info that others) 3. social distractions of rich channels |
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Communication Barriers (Noise)
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1. Perceptions
2. Filtering 3. Language a. jargon b. ambiguity |
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Male Communication
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"Report Talk" - primary function of conversation is impersonal & efficient information exchange
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Female Communication
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"rapport talk" - communicate for relationship building (although, may use report talk as well, especially when conversing with men)
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Benefits of grapevine
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1. fills in missing information when it is not avaliable through formal channels
2. main conduit through which org stories and other symbols of culture are communicated 3. relieves anxiety 4. associated with drive to bond |
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Limitations of grapevine
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1. distortions might escalate anxiety
2. perceived lack of concern for employees when company info is slower than grapevine |
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Characteristics of Grapevine
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1. transmits information rapidly in all directions
2. follows a cluster chain pattern 3. more active in homogeneous groups 4. transmits some degree of truth 5. distorts info by deleting fine details and exaggerating key points 6. changes due to internet a. e-mail, social networks, blogs/forums |
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Direct Communication with Top Management
Types |
MWBA
town hall meetings roundtable forums |
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Direct Communication with Top Management
Benefits |
1. potentially minimize filtering
2. help executives acquire a deeper meaning and quicker understanding of internal problems 3. employees might have more empathy for decisions made further up the hierarchy |
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Cross-Cultural Communication
Non-Verbal differences |
1. voice intonation
2. interpreting nonverbal meaning 3. importance of verbal vs. nonverbal 4. silence and conversational gaps 5. gestures |
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Noise
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the psychological, social and structural barriers that distort and obscure the sender's intended message
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