Chapter 14

Stereotyping

A type of perceptual organization in which we categorize people into groups based on certain characteristics such as race, sex, or education level, and then make generalizations about them according to their group

Cluster Chain

An exchange in which one person or a selected few share information with only a few others

Upward Communication

Communication flowing from lower to higher levels of the organization, such as progress reports, suggestions, inquiries, and grievances

Grapevine

Informal communication channels, found in virtually all organizations

Information Overload

The condition of having too much information to process

Semantics

The different uses and meanings of words, often influencing the effectiveness of a message

Horizontal Communication

The exchange of information among individuals on the same organizational level, either across or within departments

Diagonal Communication

The flow of information, often in matrix structures, between individuals from different units and organizational levels

Channel

The medium or method used to transmit the intended information and meaning (such as leaving an email or telling a person face to face)

Perceptual Organization

The natural and essential process or organizing, interpreting, and attaching value to the selected stimuli

Receiver

The person to whom the information and meaning are sent

Sender

The person who wishes to relay or share particular information and meaning, and initiates the communication process

Encoding

The process of transforming information into understandable symbols, typically spoken or written words or gestures.

Gossip Chain

The spreading of information by one person to many others

Downward Communication

The traditional flow of information from upper organizational levels to lower levels, such as job directions, assignment of tasks, performance feedback, and information concerning the organization's goals

Channel Richness

a channel's ability to transmit information, including the ability to handle multiple cues simultaneously, encourage feedback, and focus personally on the receiver

Distortion

a deviation between the sent message and the received message

Listening

accurately receiving and understanding information

Noise

anything acting as an information filter such as knowledge, attitudes, and other factors, that interferes with the message being communicated effectively

Written Communication

information and meaning transferred as recorded words, such as memos, reports, and email

Nonverbal communication

information conveyed by actions and behaviors rather than by spoken or written words

Body Language

the broad range of body motions and behaviors, from facial expressions to the distance one person stands from another, that send messages to a receiver

Perceptual Selection

the choosing of stimuli from the environment for further processing; also known as filtering or screening

Decoding

the process of interpreting and attaching personal meaning to the message

Communication

the process through which information and meaning and transferred from one person to another.

Perception

the process through which we receive, filter, organize, interpret, and attach meaning to information taken in from the environment

Feedback

the receiver's response to the sender's communication

Verbal or Oral Communication

words spoken through various channels to convey information and meaning