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