Mgmt 371 Chapter 17

Front 1

communication

Back 1

the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

Front 2

strategic conversation

Back 2

dialogue across boundaries and hierarchical levels about the team or organization's vision, critial strategic themes, and the values that help achieve important goals.

Front 3

encode, message, channel, decode, feedback

Back 3

encode - to select symbols with which to compose a message

message - the tangible formulation of an idea to be send to a receiver

channel - the carrier of a communication

decode - to translate the symbols used in a message for the purpose of interpreting its meaning.

feedback - a response by the receiver to the sender's communication

Front 4

channel richness

Back 4

the amount of information that can be transmitted during a communication episode

Front 5

instant messaging

Back 5

electronic communication that allows users to see who is connected to a network and share information instantly.

Front 6

communication apprehension

Back 6

an individual's level of fear or anxiety associated with interpersonal communcations.

Front 7

nonverbal communication

Back 7

a communication transmitted through actions and behaviors rather than through words

Front 8

listening

Back 8

skill of receiving messages to accurately grasp facts and feelings to interpret the genuine meaning.

Front 9

formal communication channels & 3 types

Back 9

a communication channel that flows within the chain of command or task responsibility defined by the orgnaization

downward
upward
horizontal

Front 10

Team communication - centralized network

Back 10

team members communicate through a single individual to solve problems or make decisions

Front 11

team communication - decentralized network

Back 11

team members freely communicate with one another and arrive at decisions together

Front 12

personal communication channels

Back 12

exist outside the formallyauthorized channels and do not adhere to the organization's hierarchy of authority


Three types are:
-personal networks= the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries
-grapevine= informal person to person communication that is not officially sanctioned by the organization
-management by wandering around= managers interact directly with workers to exchange information

Front 13

open communication

Back 13

sharing all types of information throughout the company, across functional and hierarchical levels

Front 14

dialogue

Back 14

a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals.

Front 15

Four skills for communicating during a crisis

Back 15

Maintain your focus
Be Visable
Get the awful truth out
Communicate a vision for the future

Front 16

Individual communication barriers

Back 16

include problems with emotions and erceptions held by employees. People with different backgrounds or knowledge may interpret communication in different ways. Selecting the wrong channel or medium for sending a communication an be a problem. Semantics can cause problems. Sending inconsistent cues between verbal and nonverbal can also confuse the receiver.

Front 17

organizational communication barriers

Back 17

pertain to the organization as a whole and include the problem of status and power differences. Low-power employees are reluctant to communicate with high-power managers. Differences across departments needs and goals can interfere. Lack of formal channels and also hurt communication.

Front 18

semantics

Back 18

the meaning of words and the way they are used