chapter 17
Formal Communication Channels
A channel that flows within the chain of command or task responsibility defined by the organization.
Social Media
A group of Internet-based applications that allows the creation and exchange of user-generated content.
Decentralized Network
A network in which individuals can communicate freely with other team members.
Centralized Network
A structure in which team members must communicate through one individual to solve problems or make decisions.
Grapevine
A system that carries workplace gossip, a dominant force in organization communication when formal channels are not functioning effectively.
Communication apprehension
An individual's level of fear or anxiety associated with either real or anticipated communication.
Personal Communication Channels
Channels that exist outside formally authorized channels and connect people across boundaries for sharing information and accomplishing tasks.
Nonverbal communication
Communicating through actions, gestures, facial expressions, and behavior rather than through words.
strategic conversation
Dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals.
Downward Communication
Messages sent from top management down to subordinates.
Upward Communication
Messages that flow from the lower to the higher levels in the organization's hierarchy.
Upward Communications
Messages that flow from the lower to the higher levels in the organization's hierarchy.
Feedback
Occurs when the receiver responds to the sender's communication with a return message.
Open Communication
Sharing all types of information throughout the organization and across functional and hierarchical boundaries.
Personal Networking
The acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.
Channel Richness
The amount of information that can be transmitted during a communication episode.
Horizontal Communication
The lateral or diagonal exchange of messages among peers or coworkers and includes team communication.
Channel
The medium by which a message is sent, such as a phone call, blog, or text message.
Communication
The process by which information is exchanged and understood by two or more people.
Listening
The skill of grasping both facts and feelings to interpret a message's genuine meaning.
Message
The tangible formulation of an idea to be sent to an employee.
decodes
To read symbols to interpret the meaning of a message.
encodes
To select symbols with which to compose a message.
