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17 Cards in this Set
- Front
- Back
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what is communication - (communication model) |
-communication: process of transmitting information from one place to another -a social process involving 2 or more people -personal contact isn't necessary -agreement isn't necessary -effective organizational communication involves everyone - both senders and receivers |
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perception - selection, organization (three types), interpretation, retention attribution theory |
-perception: process by which individuals select, organize, interpret, and retain information from their environments (perception filters are the personalities, psychology, or experience based differences that people ignore or pay attention to) |
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selection problems |
-selection perception: *notice and accept objects which are consistent with our values and beliefs *ignore inconsistent information |
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organizational problems |
-closure: tendency to fill in the gaps of missing information (assume that we do know is consistent with what we don't know) -grouping: -figure ground: |
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perception of others |
Attribution Theory: *we have a need to understand and explain the causes of other people's behavior -General reasons to explain behavior *Internal attribution: the behavior was voluntary or under their control *External attribution: the behavior was involuntary and beyond their control |
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formal VS. informal (grapevine) communication systems |
Formal System *for official information *follows organizational structure *examples -bulletin boards, memos, in-house publications, staff meetings |
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formal VS. informal continued |
Informal System *superimposed over formal system *aka "the grapevine" or "rumor mill" *spontaneously developed by the employees *tends to be very accurate (maybe 95%) *cuts across horizontal and vertical lines *liaisons or gatekeepers (Stu will use gatekeepers on test) *can you eliminate the grapevine |
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verbal (written and oral) and nonverbal (including kinesics and paralanguage) |
-Verbal *oral and written -Non Verbal *any communications that isn't spoken or written *body language (kinesics) & paralanguage -kinesics: movements of the body or face -paralanguage: pitch, tone, rate, volume, and speaking pattern of a person's voice |
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verbal and non-verbal continued (advantages and disadvantages of ORAL and WRITTEN) |
Oral: Advantages -fast and easy to use -promotes feedback and interchange Disadvantages -may suffer from inaccuracies -leaves no permanent records |
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verbal and non-verbal continued (advantages and disadvantages of ORAL and WRITTEN) |
Written: Advantages -tends to be more accurate -provides a record of communication Disadvantages -inhibits feedback and interchange -more difficult and time consuming |
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direction of communication |
study powerpoint slide (don't need to memorize) |
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one way VS. two way communication |
One-Way -advantages *fast *non-threatening to sender -disadvantages *probability of misunderstanding (receiver resentment and frustration) |
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one way VS. two way continued |
Two-Way -advantages *clarification of message *receiver input (sender-receiver involvement) -disadvantages *more time consuming *threatening to sender |
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listening |
-communication is a 2-way street -hearing is a physiological act -listening is a psychological act *requires attention, energy, and skill -can process very quickly *speak about 120 words per minute *comprehend 4 times that amount |
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how to become an active listener |
1. Clarify Responses *ask questions to clear up ambiguities 2. Paraphrase Responses *restate the speakers phrases in your own words 3. Summarize Responses *review the speaker's main points |
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two types of feedback |
1. constructive -give immediate feedback -make feedback specific -make feedback problem-oriented 2. destructive -do all the opposite and be a bad manager essentially |
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suggestions for effective writing |
-have an audience centered approach -use a dictionary and a thesaurus -let someone critique your work -keep words simply (know your audience) -write concisely, but completely -be specific rather than vague |
