Mana 3335 - Mgmt 8 - Ch. 15 Managing Communication - Uh - Blakeney

Front 1

communication

Back 1

the process of transmitting information from one person or person to another

Front 2

perception

Back 2

the process by which individuals attend to, organize, interpret, and retain information from their environments

Front 3

perceptual filters

Back 3

the personality-, psychology-,or experience-based differences that influence people to ignore or pay attention to particular stimuli

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selective perception

Back 4

the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations, while ignoring or screening inconsistent information

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closure

Back 5

the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know

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attribution theory

Back 6

the theory that we all have a basic need to understand and explain the causes of other peoples behavior

Front 7

defensive bias

Back 7

the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble

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fundamental attribution error

Back 8

the tendency to ignore external causes of behavior and to attribute other peoples actions to internal causes

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self-serving bias

Back 9

the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes)

Front 10

encoding

Back 10

putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver

Front 11

decoding

Back 11

the process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message

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feedback to sender

Back 12

in the communication process, a return message to the sender that indicates the receivers understanding of the message

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noise

Back 13

anything that interferes with the transmission of the intended message

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jargon

Back 14

vocabulary particular to a profession or group that interferes with communication in the workplace

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formal communication channel

Back 15

the system of official channels that carry organizationally approved messages and information

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downward communication

Back 16

communication that flows from higher to lower levels in an organization

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upward communication

Back 17

communication that flows from lower to higher levels in an organization

Front 18

horizontal communication

Back 18

communication that flows among managers and workers who are at the same organizational level

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informal communication channel (grapevine)

Back 19

the transmission of messages from employee outside of formal communication channels

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coaching

Back 20

communicating with someone for the direct purpose of improving the persons on-the-job performance or behavior

Front 21

counseling

Back 21

communicating with someone about non-job-related issues that may be affecting or interfering with the persons performance

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nonverbal communication

Back 22

any communication that doesn't involve words

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kinesics

Back 23

movements of the body and face

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para-language

Back 24

the pitch, rate, tone, volume, and speaking pattern (i.e. use of silences, pauses, or hesitations) of ones's voice

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communication medium

Back 25

the method used to deliver an oral or written message

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hearing

Back 26

the act or process of perceiving sounds

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listening

Back 27

making conscious effort to hear

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active listening

Back 28

assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said

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empathetic listening

Back 29

understanding the speakers perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker

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destructive feedback

Back 30

feedback that disapproves without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient

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constructive feedback

Back 31

feedback intended to be helpful, corrective, and/or encouraging

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online discussion forums

Back 32

the in-house equivalent of internet newsgroups. By using web- or software- based discussion tools that are available across the company, employees can easily ask questions and share knowledge with each other

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televised/videotaped speeches and meetings

Back 33

speeches and meetings originally made to a smaller audience that are either simultaneously broadcast to other locations in the company or videotapes for subsequent distribution and viewing

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organizational silence

Back 34

when employees withhold information about organizational problems or issues

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company hostiles

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phone numbers that anyone in the company can call anonymously to leave information for upper management

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survey feedback

Back 36

information that is collected by surveys from organizational members and then compiled, disseminated, and used to develop action plans for improvement.

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blog

Back 37

a personal website that provides personal opinions or recommendations, news summaries, and reader comments