MGMT 311 - Chapter 9

information overload.

When the amount of information available exceeds our ability to process it

Body language

a body movement such as a gesture or expression that conveys information to others.

Feedback - communication process

a check on the success of the communication. Repeating or paraphrasing the original message, asking for clarification, and asking if your conclusion is correct are forms of feedback

Management by wandering around

a face-to-face management technique in which managers get out of their offices and spend time talking informally to employees throughout the organization.

Noise

anything that blocks, distorts, or changes in any way the information the sender intended to communicate. It can enter anywhere in the communication process and interfere with the successful transmission and reception of a message.

noise - communication process

anything that blocks, distorts, or changes in any way the message the sender intended to communicate

Communication

is the process of transmitting information from one person to another to create a shared understanding and feeling.

Sequential interdependence

like in an assembly line, requires tasks to be performed in a certain order.

Nonverbal communications

not spoken or written

Misperception

occurs when a message is not decoded by the receiver in the way the sender intended

Downward communication

occurs when higher-level employees communicate to those at lower levels the organization—for example, from a manager to a subordinate. Downward communication typically consists of messages about how to do a job, performance goals, the firm's policies, and how the company is performing. Setting up procedures and creating a culture that enables the uninhibited flow of information is the foundation of effective communication

Upward communication

occurs when lower-level employees communicate with those at higher levels—for example, when a subordinate tells a manager about a problem employees are having meeting a customer's request. Encouraging upward communication can help managers check that subordinates understand their goals and instructions, keep managers informed of employee challenges and complaints, and cultivate acceptance and commitment by giving employees the opportunity to express ideas and suggestions.

Filtering

occurs when people receive less than the full amount of information due to the withholding, ignoring, or distorting of information.

Horizontal communication

occurs when someone in an organization communicates with others at the same organizational level. Although horizontal communication occurs between peers, as in all organizational communications, it is best to stay professional and avoid confrontational words and negative body language. Managers can facilitate horizontal or interdepartmental communication by appointing liaison personnel or creating interdepartmental committees or task forces to facilitate communication and coordination and solve common problems.

Encoding - communication process

occurs when the message sender converts a thought, idea, or fact into a message composed of symbols, pictures, or words.

Selective perception

occurs when we selectively interpret what we see based on our interests, expectations, experience, and attitudes rather than on how things really are.

Formal communications

official, organization-sanctioned communications. They can be upward, downward, horizontal, or diagonal. Formal communication channels typically involve some sort of written communication that provides a permanent record of the exchange.

Organizational communication

the exchange of information among two or more individuals or groups in an organization that creates a common basis of understanding and feeling.

Decoding - communication process

the interpretation and translation of the message back into something understood by the receiver. The decoded information is hopefully the same as the information the sender intended to communicate, but this is not always the case.

channel - communication process

the medium through which the message is sent

Six parts of the communication process

1. Encoding occurs when the message sender converts a thought, idea, or fact into a message composed of symbols, pictures, or words. 2. The message is the encoded information being sent. 3. The channel is the medium used to send the message to the receiver. 4. Decoding is the interpretation and translation of the message back into something understood by the receiver. The decoded information is hopefully the same as the information the sender intended to communicate, but this is not always the case. 6. Feedback is a check on the success of the communication. Repeating or paraphrasing the original message, asking for clarification, and asking if your conclusion is correct are forms of feedback. 7. Noise is anything that blocks, distorts, or changes in any way the message the sender intended to communicate.

Diagonal communication

common in cross-functional project teams composed of people from different levels drawn from different departments. Diagonal communication allows employees in different parts of an organization to contribute to creating a new product or solving a problem. Diagonal communication also helps to link groups and spread information around the firm. Diagonal communication can also be inappropriate depending on the situation and the people involved. Subordinates who engage in diagonal communication may alienate their direct supervisor who might feel "out of the loop" and punish the subordinate for disrespecting the chain of command.

Organizational barriers

communication come from the hierarchical structure and culture of the organization.

Informal communication

is anything that is not official. Informal communications include gossip and answering another employee's question about how to do something. The grapevine is an example of an informal communication channel. The grapevine can promote the spread of gossip or rumors, which can be destructive and interfere with the functioning of the company, particularly if they are untrue.

high-context cultures

rely on nonverbal or situational cues or things other than words to convey meaning.

low-context cultures

rely on the words themselves to convey meaning

Reciprocal interdependence

requires constant communication and mutual adjustment for task completion, such as a cross-functional research and development team, or an event-planning team, and creates the highest potential for conflict.

Verbal intonation

the emphasis given to spoken words and phrases. For example, the simple words, "May I speak with you?" can be interpreted very differently if said in a cheery, upbeat tone versus a strong or angry tone.

message - communication process

the encoded information being sent.

social network

the set of relationships among people connected through friendship, family, work, or other ties. These informal networks can be helpful—they give employees access to people who can help solve problems and get work done. Our social networks consist of both formal and informal ties. Formal ties refer to relationships with coworkers, bosses, and others we know because of the roles we hold. Informal ties are relationships based on friendship and choice.

Pooled interdependence

when employees work independently and their output is combined into group output.