Flashcards
Communication - Chapter 10
Cards in this deck (33)
- 1What is communication by strict chain of command?Lines of authority and formal reporting relationships in an organization
- 2What are the 3 forms of organizational communication?Downward: Information flows from top to bottom of organization
Upward: Flows from bottom to top or organization
Horizontal: Flows between departments of functional units, usually as a means of coordinating effort - 3Deficiencies in chain of commandInformal (unsavoury/inaccurate information can flow)
Filtering (watered down/stopped information)
Slowness (Especially slow in horizontal communication) - 4Aspects of free flow of informationVoice (constructive expression of disagreement about work unit/practices)
*Companies should encourage voice*
Self-censorship (can result in a climate of silence)
Psychological safety (comes with an atmosphere of constructive dissent, usage of voice) - 5What is the 'mum effect'?Tendency to avoid communicating unfavourable news to others
- 6What is the 'grapevine'?Informal communication network
1. word of mouth, written notes, email, etc...
2. organization may have several loosely coordinated grapevine systems
3. may transfer info that is relevant to performance as well as gossip - 7What % of non-controversial organizational-related information carried is correct?75%
- 8Who participates in grapevine communication (including gossip)?Extraverts and those who lack self esteem:
Encouraged to gossip because it can be timely and inexpensive source of information not available in other channels. - 9Pros of Grapevine communication+ Keeps employees informed about important information
+Provides test of employees' reactions to proposed changes (without formal decision)
+ Extends outside of organization and serves as potent informal recruiting source - 10Cons of Grapevine communication- Can become pipeline of rumours
- Rumours spread the farthest and fastest - 11What is jargon?- Useful between peers in line of work
- can be a barrier of communication to those outside of organization or proffession - 12In regards to gender differences in communication, what is the 'One up, One Down' observation?- Men tend to be more sensitive to power dynamics and will use communication to be in a one-up situation
- Women are more concerned with rapport building and communicate in a way to avoid putting others down - 13Getting credit (Men vs Women)- Men will toot their horn
- Women will not - 14Confidence boasting (Men vs. Women)- Men boast more to appear confident
- Women don't - 15Feedback (Men vs Women)- Men are blunt
- Women buffer with praise to save face - 16Apologies (Men vs Women)- Men do not do ritual apologies, viewed as sign of weakness
- Women use ritual apologies - 17Compliments (Men vs Women)- Men tend to critique more
- Women tend to compliment more - 18Ritual Opposition (Men vs Women)- Men use this as a form of communication and idea sharing
- Women see it as form of attack - 19Managing up and down (Men vs Women)- Men spend more time communicating with superior and about their achievements
- Women do not - 20Indirectness (Women)In position of authority, tend to be indirect when giving orders - can lead to misunderstandings
- 21Cross Cultural Communication (Verbal & Non-Verbal Differences)Facial expressions (easy to decode)
Gestures (harder to decode as it is symbolic for different cultures)
Gaze (each culture has different idea of appropriate eye contact)
Touch (Each culture differs) - 22What is cultural context?Cultural information that surrounds a communication episode
- 23What cultures are high context?East Asian, Latin American, African and Arab cultures (Strongly influenced by context in which message is sent)
- 24What cultures are low context?North American, Australian, Northern Europe (except France) and Scandinavian cultures (Not influenced by context & value detailed business contracts as the message is most important)
- 25What are some high context culture norms?- Wants to know about you and the company you represent in great detail
- Getting to the point quickly is not a favourable style of communication
- Age, seniority and status of communicator are factors of credibility of message - 26In regards to computer-mediated communication, what form of information has more information richness?Face-to-face (unlike computer-mediated):
+ audio/visual channels
+speaker is present
+feedback is immediate/ongoing
+body/verbal language - 27High synchronous communicationex: face to face
- High in non-verbal and para-verbal (tone) communication
- most information richness - 28Low synchronous communicationex: memos, letters, emails, etc.
- Low in non-verbal and para-verbal (tone) communication
-saves time, money and travel hassles - 29What are some personal approaches to improving communication?-take the time
-be accepting of other person
-don't confuse person with the problem (focus on what he DID, not what he IS)
-say what you feel
-give timely/specific feedback
-recognize differences - 30Actively listening-watch your body language
-paraphrase what he/she means
-show empathy
-ask questions
-wait out pauses - 31What is 360 degree feedback?
- 32Employee surveys and survey feedback are ______ likely useful when conducted ______.most, periodically.
- 33What are additional approaches of improving communication in an organization?- Suggestion systems
- Telephone hotlines, intranets and webcasts
- Management training
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- Management and Organizational Studies Flashcards on Communication - Chapter 10 , created by Jade Lacoste on 03/04/2020.
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