chapter 11

Know the following types of upward communication: attitude surveys, focus groups & exit surveys, suggestion boxes, and third-party facilitators. (pp. 397-400)

attitude surveys: a survey is conducted to determine employee attitudes about an organization; asked to rate on pay, working conditions, supervisors, list complaints, focus groups: meets with current employees to get their opinions and suggestions which is then pasted to management exit surveys: employees leaving voluntarily provides information suggestion boxes: employees are asked to place suggestions in a box third party facilitators: Liaison; take employee complaints and suggestions and personally work with management to find solutions

Know the following types of downward communication: bulletin boards, policy manuals, newsletters, and intranets. (pp. 400-402)

bulletin boards: informal or relatively unimportant written information is posted in a public place (scholarships, items for sale) policy manuals: organizations rules and procedures are placed in a manual; legally binding by courts of law newsletters: used to communicate organizational feedback and celebrate employee success intranets: computer-based employee communication network used exclusively by one organization

What is upward communication? (p. 396)

communication within an organization in which the direction of communication is from employees up to managment

What is downward communication? (p. 400)

communication within an organization in which the direction of communication is from management to employees

What is interpersonal communication?

exchange of a message across a communication channel from one person to another

Know the following styles of listening: leisure, inclusive, stylistic, technical, emphatic, and nonconforming. (pp. 419-420) Also, be familiar with the tips for effective listening on pages 421-422.

leisure: person who cares about only interesting information inclusive: person who cares about only the main points of a communication stylistic: person who pays attention mainly to the way in which words are spoken technical: person who cares about only facts and details emphatic: person who cares primarily about the feelings of the speaker nonconforming:person who cares about only information that is consistent with his or her way of thinking tips: stop talking, let person finish talking, focus on what they are saying, ask questions to clarify, be patient and keep open mind, show speaker you want to listen, remove distractions, be silent few seconds after they're done

Know the following types of business communication: memos, telephone calls, email & voice mail, business meetings and office design. (pp. 402-405). Also, be familiar with the email and voice mail rules listed in the bullet points on page 404.

memos: provide detailed info to a lot of people in short time telephone calls: can hear voice inflection, understand tone of message better email and voicemail: replaced memos and phone calls, timely information and to ask questions, quicker business meetings: very common but no well liked office design: large open office spaces to better communication voicemail and email rules: include greeting, detailed subject line, not all caps, fowarding rules, take same care as writing, dont spend company time on personal email, leave time for person to respond; speak slowly, give name at beginning, spell name, leave phone number, good time to call back, dont ramble, dont include info dont want others to hear

Know the following reactions to communication overload: omission, error, queuing, escape, use of a gatekeeper, and use of multiple channels. (pp. 417-418)

omission: response to overload that involves the conscious decision not to process certain types of information (letting phone ring to finish paperwork) error: deviation from a standard of quality, also a type of response to communication overload that involves processing all information but processing some of it incorrectly queuing: coping with comm. overload that involves organizing work into an order in which it will be handled escape: a response to comm. overload in which the employee leaves the organization to reduce stress gatekeeper: a person who screens potential comm. for someone else and allows only the most important information to pass through multiple channels: a strategy for coping with comm. overload in which an organization reduces amount of comm. going to one person by directing some of it to another person.

What is the pattern of communication from the sender to the receiver? (Also shown in figure on the bottom of page 408.)

sender: encodes message, transmits message to receiver: receives message, decodes message

What is business communication? (p. 402)

the transmission of business-related information among employees, management, and customers (phone calls, memos, voicemails)

Be familiar with the following interpersonal communication problem areas: Intended Message vs. Message Sent, Message Sent vs. Message Received, (including: actual words used, communication channel, the importance of inflection, gender differences, nonverbal cues of body language, use of space, personal space bubbles, use of time, para language, and artifacts), and Message Received vs. Message Interpreted.

intended message vs. message sent-person can send unintended message (word choice) message intended to send is not what you actually send message sent vs. message received- many factors can affect how a message is received; a word can mean on thing in one situation and something else in another, words can be vague, words can mean different things to different people - communication channel: memo, letter, email, etc. - actual words: the word "fine" - gender differences: men vs. women (look at notes) - inflection: emphasis on a word can change meaning of sentence -nonverbal BL: posture, gestures, facial expressions, touching - use of space: intimacy zone (0-18in; close relationship) personal distance zone (18-4ft friends); social distance zone (4-12ft business) public distance (12-25 ft) - use of time: bosses, drs, dont respect time - para-language: tone, volume, quality, speed - artifacts: objects that a person wears or with which he surrounds himself message received vs. message interpreted- meaning of message can change depending on how receiver interprets message (listening skills affect how message is received listening styles affect interpretation as well)