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41 Cards in this Set
- Front
- Back
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communication (sender) |
-thinking -encoding -transmitting |
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receiver |
preceiving
decoding
understanding |
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effective communication |
right people receive right info in a timely manner |
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communiccation by strict chain of command |
-downward communication: direction, instrucion -upward communication: idea suggestion -horizontal communication: through common manager |
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deficiencies in the chain of command |
1.fails to consider informal communication benefits between member. 2.filtering- upward filtering, downward filering 3.slowness |
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voice |
construcive expression of disagreement or concern about org pratices |
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factor the more likly o voice=psychological safety |
-people who are conscientious, extroverted, satisfied, identify with org -atmosphere of constructive dissent |
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factor contribute to atmosphere of constructive dissent |
-direct support for dissent -symbolic stories about what has happened to employee who exercise voice -meeting employee informally -not unfairly punishing honest mistake |
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silence |
- in contrast to voice
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more general factor contribute to silence |
-mum effect -more likly if the sender are responsible for the bad news -can happen for people downward bad new and upward bad new
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3 feature of grapevine |
1.transmit info via word-of-mouth,but also written notes, e-mail, and faxes 2.often have several grapevine systems 3.can ransmi org info and personal gossip |
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how accurate is grapevine |
75% of org-related info in correct
personal info and emotional charge info are most likely to be distord |
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participation of grapevine depends on |
1. level of extroversion, self-esteem 2.nature of info 3.physical location of the employee 4.extent of movement around the org |
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pro and con about grapevine |
pro: 1.keep employees informed 2.test of employee reactions to proposed changed 3.informal recuiting source con: romours |
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rumours spread fastest and farthest when |
-info is ambiguous -content of rumour is important to thoes involved -rumour seem incredible -when the recipient is anxious |
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verbal language of work |
jargon |
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advantage and disadvantage of jargon |
advantage: -efficient means of communication -provide touch of status to thoes master it disadvantage: -barrier to communicating with differen appartment within an org -present a barrier to those outside the org |
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Non-verbal Language of work |
body language
props
artifacts
costumes |
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messages thar communicated by body language |
wheather the sender likes or is interested in receiver
the sender's views about the status of the sender and receiver |
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if the people is interested in you, they will |
-position themself physically close to you -touch you during interacting -maintain eye contact -lean forward during interaction -direct their torso toward you |
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when a people feel themself to be of higher status than you, they will |
-the casual, asymmetrical placement of arms and legs -a reclining, non-erect seating position -a lack of fidgeting and nervous activity |
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impact of body language at job interview |
-Affects employment interview decisions -Smiling, gesturing, maintaining eye contact can have a favourable impact on interviewers -BUT, difficult to overcome bad credentials or poor verbal performance |
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student feel welcome in professor office when |
-office is tidy -well-decorated -desk is against the wall, no barrier between sudent and professor |
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neetness in the office in big 5 trait mean |
conscieniousness |
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distinctive decor in big 5 traits mean |
openess |
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clothing |
-cloth send a sign about competence, seriousness, and promotability -wrong cloth can prevent others from detecting ambition, intelligence, savvy. -women dress themself masculinely or groomed women are more likely to be selected for executive jobs -proper clothing may enchance self-esteem and self-confident to a noticeable degree |
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Appropriate clothing at work |
Men: conservative suit |
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gender differences stem from childhood |
-girls view conversation as a way to develop relationships and connections -boys view consersations as a way to achieve status and maintain independence |
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key differences in male and female communication style (Tannen) |
-getting credit -confidence and boasting -asking question -apology -feedback -compliment -ritual opposition -managing up and down -indirectness |
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similarities of cross-culture communication |
people are good at decoding basic, simple emotions in facial expression |
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differences of cross-culture communication |
-language -facial expression -gestures -gaze -touch -etiquette -social conventions |
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etiquette and poliiteness across culture american chinese japanese |
American-Speak directlt chinese-politeness is expressed with modesty Japanese-interdependence, harmony say" it is dificult to do" rather than "no" |
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social convention across culure |
1.directness 2.greeting 3.degree of loudness for speech 4.punctuality 5.pace of life 6.nepoism |
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cultural context |
high-context culture-message contained in communication is strongly influenced by the context low-context cultures-messages can be interpreted more literally |
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4 implication for cultural context |
1.provide you personal info and the company you represent in great detail to the people with high-context culture 2.give a longer presentation and meeting to people with high-context culture 3.give careful consideration of age and rank of the communicator when communication with high-context culture people 4.people in low-context culture tend to favor the detaild business contracts while high-context cultural people are not |
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advantage of CMC |
1.save time 2.save money. 3.save on travel 4.increase the number of ideas generated via brainstorming |
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disadvantage of CMC |
1. take more time 2.less effective decision 3.less satisfied members 4.trust deveops slowly 5.prone to miscommunication 6.professional isolation |
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personal approach to improving communication |
1.take the time 2.be accepting of the other person 3.do not confuse the person with the problem 4.say what you fell 5.listen actively 6.give timely and specific feedback |
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5 techniques of active listening |
1. watch you body language 2.paraphrase 3.show empathy 4.ask question 5.wait out pause |
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cross-cultural principles |
1.assume differences until you know otherwise 2.recognize differences within culures 3.watch your language |
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org approaches to impoving communication |
1.provision of explanaions-Adequate explanation -style with which it delivered 2. 360-Degree feedback 3.employee surveys and survey feedback 4.suggestion systems and query systems 5.telephone hotline, intranet, and webcasts 6.management training- watch vedioplay -role-play the model -reinforce trianers when their exhibit effective skills
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