management ch 13 final

Grapevine

-informal, person-to-person communication network that is not officially sanctioned by the organization -links employees in all direction

Interdepartmental coordination

-interdepartmental messages facilitate accomplishment of joint projects or tasks -ex: "Please ask your team to edit the IBM report using Google Docs by Monday morning"

Channel

-medium by which the message is sent -telephone call, email, formal report, face-to-face convo

indoctrination

-messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies -ex: picnics, United Way campaigns

drop-off

-problem with downward communication -distortion/loss of message content -25% lost each time message is passed from one person to the next

Open communication

-sharing all types of information throughout the organization, across functional and hierarchal boundaries -people throughout organization must see big picture, understand manager's decision, and know how their work contributes to company's success

Communication

-the process by which information is exchanged and understood by two or more people -usually with intent to influence/motivate behavior

personal networks, the grapevine, written communication

3 important types of personal communication channels: 1) ____________ 2) ____________ 3) ____________

encodes

A manager who wants to communicate with an employee _______ a thought/idea by selecting symbols (such as words) to compose a message

multiple cues simultaneously; rapid, two-way feedback; personal focus for communication

Capacity of info channel influenced by 3 characteristics: 1) Ability to handle _______ 2) Ability to facilitate ________ 3) Ability to establish a ____________

initiatives, improvement

Change _______ and _______: -messages designed to share info among teams and departments that can help the organization change, grow, and improve -ex: "We are streamlining the company travel procedures and would like to discuss them with your department"

routine, non-routine

Channel selection depends on whether the message is _______ or ________

supportive

Characteristics of ________ communication: 1) focused on the problem and not the person 2) verbal and nonverbal communication match 3) Communication is descriptive rather than evaluative 4) Communicate your respect for the other party 5) Both parties should have the opportunity to speak (listen actively) 6) Own your viewpoint, use "I" and "me" rather than "we" or "they"

credibility, common ground, emotionally, multiple media

Communicating to persuade others: 1) Establish ______ 2) Build goals on ________ 3) Connect _______ 4) Use ________ to send important messages

candor

Communicating with _______ is an important part of creating an open communication climate, makes everything in organization work better and faster

decodes

Employee _______ the symbols to interpret meaning of the message

Asian (Japan, China, South Korea); Arab (Saudi Arabia, Iraq); Mexico; France

High-context cultures include: 1) ______ (______, ______, ______) 2) ______ (______, ______) 3) ______ 4) ______

sharing, proclaiming

Honoring the distinction between ______ and _______ is crucial for successful management

nonverbal

If verbal and nonverbal message is contradictory, receiver gives more weight to ______ cues

open communication

In __________ environment people know where they stand and what rules they need to play by

personal

In most organizations _______ communication channels are the primary way that info spreads and work gets accomplished

noise

Individual differences, knowledge, values, attitudes, and background act as filters and may create _______ when translating from symbols to meanings

actively, distractions, areas of interest, questions, message, fire

Keys to effective listening: 1) Listen _____: maintain eye contact, show that you are listening attentively (nodding, encouraging statements) 2) Resist ________: concentrate on sender and message, overlook delivery errors 3) Find ________: doesn't tune out dry/difficult subjects, looks for knowledge to be gained 4) Ask ______ and reflect ______: summarize message to confirm meaning, reflect feelings as well 5) Hold your _____: avoid evaluating message until its complete

written letters, memos

Lower on the hierarchy of channel richness is _______ and _______

non-routine

Managers communicate ________ messages effectively by selecting rich channels

strategic

Managers facilitate ______ conversations: -Open communication -Asking questions, listening, feedback

informal

Managers use ______ channels which means they get out of their offices and mingle with employees

channels; social media; upward, downward, horizontal; personal

Managers use different methods to communicate: 1) Rich ______ 2) _________ 3) _______, ______, and _______ channels 4) _______ networks

purpose

Managers' communication is _______-directed: -Direct attention to vision, values, desired outcomes -Influence employee behavior

horizontal

Many of today's organizations emphasize ________ communication, with people continuously sharing info across departments and levels

horizontal

Many organizations build in _________ communications in the form of: -task forces -committees -matrix or horizontal structure to encourage coordination

cyclical

Nature of effective communication is _______ (sender and receiver may exchange messages several times to achieve mutual understanding)

downward, upward, horizontally

Organization-wide communications flow in 3 directions: 1) _________ 2) _________ 3) _________

feedback

Potential for communication errors is why ______ is so important

functional, hierarchal

Relationships are built across ________ and ________ boundaries

25

___% of information lost each time message is passed from one person to the next

75, 30, 40

_____% of effective communication is listening, and people spend only ___ to ____% of their time listening, which leads to many communication errors

90

_____% of employees engage in gossip, so every manager will eventually have to handle its effects in the workplace

Lowest

______ on hierarchy of channel riches is impersonal written media (flyers, bulletins, standard computer reports)

Personal

_______ communication channels: -exist outside the formally authorized channels -coexist with formal channels but may skip hierarchal levels -cut across vertical chains of command to connect virtually anyone in the organization

Written

_______ communication should be used when communication is official and a permanent record is required

High-context

_______ cultures: -words of the message are only a part of the communication and the words may not be as important as how things are said -nonverbal cues, status, relationships, and history provide cues to the meaning

Downward, upward

________ and ________ communications are primary forms of communication used in most traditional, vertically organized companies

grapevine

________ can become a dominant force when formal channels are closed, and in that situation the information it provides makes sense of an unclear or uncertain situation

Formal

________ communication channels: -flow within the chain of command or task responsibility defined by the organization

Nonverbal

________ communication: -messages sent through human actions and behavior rather than through words -Indirect, interpersonal communications -send significant messages -unconscious or subconscious -Ex: gestures, facial expressions, voice tones, use of space -Occurs mostly face to face

Face-to-face

________ discussion: -richest medium because it permits direct experience, multiple info cues, immediate feedback, and personal focus -Best channel when communication to people who are exhibiting strong emotions like anxiety, fear, defensiveness -Facilitate assimilation of broad cutes and deep, emotional understanding of the situation

Horizontal

_________ communication: -lateral or diagonal exchange of messages among peers or coworkers -may occur within or across departments -Purpose is to inform and request support and coordinate activities

Downward

_________ communication: -messages and info sent from top management to subordinates in a downward direction -speeches, videos, blogs, podcasts, company intranets)

Upward

_________ communication: -messages that flow from the lower to the higher level's of the organization's hierarchy

Routine

_________ messages can be efficiently communicated through a channel lower in richness (memo, email, text message, twitter)

Non-routine

_________ messages: -ambiguous -often concern novel events -involve great potential for misunderstanding -characterized by time pressure and surprise

Centralized

_________ network: -team members must communicate through one individual to solve problems/make decisions

Feedback

_________ occurs when the employee responds to the manager's communication with return message

Routine

__________ messages: -simple and straightforward -convey data/statistics or simply put into words what managers already agree on and understand

Decentralized

__________ network: -individuals can communicate freely with other team members -members process info equally among themselves until all agree on a decision

Telephone

___________ conversations are next richest channel after face-to-face because human voice can still carry tremendous amount of emotional info

Personal networking

acquisition and cultivation of personal relationships that cross departmental, hierarchal, and organizational boundaries

Channel richness

amount of info that can be transmitted during a communication episode

complex, difficult

decentralized networks are best for ______, ______ work environments where teams need a free flow of communication in all directions

Goals, strategies; Job instructions, rationale; procedures, practices; performance; indoctrination

downward communication characteristics: 1) ______ and ______ (gives direction, ex: "the new quality campaign is for real. We must improve product quality if we are to survive") 2) _________and ______ (Twitter) 3) _______ and _______ (define organization's policies, rules, regulations, benefits, and structural arrangements; ex: "after your first ninety days of employment, you are eligible to enroll in our company-sponsored savings plan") 4) _______ feedback ("Your work on the computer network has greatly improved the efficiency of our ordering process") 5) _________:picnics, United Way campaigns

communication, verbal, nonverbal

drop-off can be reduced by: -using the right _______ channel -consistency between _______ and ______ messages

interpersonal

factors that interfere with communication at ________ level: -nonverbal cues -language -emotion -individual differences -selective perception -frame of reference

cultural

factors that interfere with communication at ________ level: -language -high or low context culture -degree of difference in cultural characteristics

organizational

factors that interfere with communication at ________ level: -levels of individuals in organization (executive vs. junior member) -functional differences in organization (ex: engineering vs. marketing)

Listening

grasping both facts and feelings to interpret a message's genuine meaning

intradepartmental problem solving, interdepartmental coordination, initiatives, improvements

horizontal communication consists of: 1) _______________ 2) ______________ 3) change ___________ and ___________

credibility

manager's _______ is based on knowledge, expertise, and interpersonal skills, inspires employees to have stronger confidence in manager's leadership abilities

past

managers should look at how people have interpreted and responded to ______ events to get better grasp on how they will react to new ideas

Strategic conversation

people talking across boundaries and hierarchal levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals

intradepartmental problem solving

problem solving-messages that take place among members of the same departments and concern task accomplishment -ex: "Can you figure out how to complete this medical expense report form?

different

send same message using ________ media moves project forward faster and more smoothly

Message

tangible formulation of the thought/idea sent to the employee

problems, exceptions; improvement; performance reports; grievances, disputes; financial/accounting

upward communication characteristics: 1) _________ and ________ (ex: "The website went down at 2 am, and our engineers are working to fix the problem" 2) Suggestions for ______: (improving task-related procedures to increase quality/efficiency, Ex: "I think we should eliminate step 2 in the audit procedure because it takes a lot of time and produces no results") 3) _______ (inform management how individuals/departments are performing, ex: We completed the audit report for Smith & Smith on schedule but are one week behind on the Jackson report") 4) _______ and ________ (employee complaints and conflicts that travel up the hierarchy for hearing and possible resolution, ex: "after the reorganization of my district, I am working excessively long hours. I've lost any semblance of a work/life balance") 5) ________ information (ex: "costs are 2% over budget but sales are 10% ahead of target, so profit picture for third quarter is excellent")

Communication apprehension

when people find interpersonal communication difficult and avoid situations where communication is required