MGMT 371 Chapter 15

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one-way communication

A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

two-way communication

A process in which information flows in two directions—the receiver provides feedback, and the sender is receptive to the feedback.

coaching

Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

disadvantages of electronic communication

Difficulty of solving complex problems that require more extended, face-to-face interaction Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying _____ ______ sometimes are monitored or seen inadvertently by those for whom they are not intended

successful

For ____ communication, the process continues iteratively until there is a mutual understanding of the intent and meaning of the sender.

disadvantages of oral communication

It can lead to spontaneous, ill-considered statements (and regret) There is no permanent record of it (except cell records)

advantages of written communication

Message can be revised several times Permanent record that can be saved Message stays the same even if relayed through many people Receiver has more time to analyze the message

virtual office

People can work anywhere, as long as they have the tools to communicate with customers and colleagues.

reflection

Process by which a person states what he or she believes the other person is saying

advantages of oral communication

Questions can be asked and answered Feedback is immediate and direct More persuasive

disadvantages of written communication

Sender has no control over where, when, or if the message is read Sender does not receive immediate feedback Receiver may not understand parts of the message

media richness

The degree to which a communication channel conveys information. more rich at face to face, less rich through email and text

perception

The process of receiving and interpreting information

filtering

The process of withholding, ignoring, or distorting information

feedback medium

The receiver may provide ____ to the sender by encoding a message in response to the sender's message, and transmitting it back to the sender. This often will use the same ____, but may use some different ____ for transmission.

decodes interpret

The receiver receives, and then ____ the message, attempting to ____ the sender's meaning.

encodes symbols

The sender has a meaning he or she wishes to communicate and ____ the meaning into ____.

advantages of electronic communication

The sharing of more information The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas Can reduce time and expenses devoted to traveling, photocopying, and mailing

communication

The transmission of information and meaning from one party to another through the use of shared symbols

transmits channel

Then the sender ____, or sends, the message through some ____, such as a verbal or written medium.

inculcate

To impress on the mind by repetition.

Perceptions Effort Noise

barriers to communication (3)

written communication

includes e-mail, memos, letters, reports, computer files, and other written documents

oral communication

includes face-to-face discussion, telephone conversations, and formal presentations and speeches

sender

initiates the process by wanting to send some idea to the receiver

noise

interference in the system blocks perfect understanding -ringing telephones -thoughts about other things -simple fatigue or stress -mixed signals

Minimize perceptual differences -Jargon, semantics, context effects, emotions, perspectives, pet issues, selective perceptions Minimize noise Minimize susceptibility to noise Signal fidelity

overcoming barriers (4)

receiver

the person for whom the message is intended.

grapevine

the social network of informal communications. provides people with information helps them solve problems teaches them how to do their work successfully


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