MGMT Ch. 17 EXAM 3 REVIEW

Disadvantages of Written Communication (3)

-Inhibits feedback and interchange -Must have access to equipment/device -More difficult and time consuming

Oral Communication, email, or text messaging is often preferred when the message is (3)

Personal Non-routine Brief

A manager can have some control over the grapevine if they: -maintain open channels of communication (implement yourself into grapevine) -respond vigorously to inaccurate information -use the grapevine to enhance communication (T/F)?

True

2 Forms of communication that flow among and between organizational units or groups

Vertical Communication Horizontal Communication

-Proxemics (distance standing from someone) -Kinesics (way we set up rooms for communication, encouraging managers to come out behind desk) -Haptics (study of touch and how it conveys communication) -Normative Nonverbal Behavior...and expectation violation (elevator)

Body Language

A ____________ is responsible for determining the information processing needs and requirements of the organization and then putting in place systems that facilitate smooth and efficient organizational communication

CIO (Chief Information Officer)

______________ networks show the greatest efficiency when tasks are routine

Centralized

A chain patter in which is closed

Circle

_________________ networks work best for complex and nonroutine tasks

Decentralized

_________________ require managers to seek out information to use in making decisions and then communicate those decisions to others _________________ focuses specifically on acquiring and disseminating information

Decisional Roles Informational Roles

the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended

Effective Communication

UNITED AIRLINES COMMERCIAL

Expense of Personal Electronic Technology

AN effective _______________________________ allows the marketing manager to get the information more quickly, and probably more accurately, by plugging directly into a computerized information system

Formal Information Systems

Part of the CIO's efforts involve the creation of one or more __________________________ which links all relevant managers, departments, and facilities in the organization

Formal Information Systems

Interpersonal Dynamics (2 extremes)

Personal and Positive Personal but Negative

Two forms of Vertical Communication

Upward Communication Downward Communication

Purposes of Horizontal Communication (3)

-Facilitates coordination among interdependent units -Joint problem solving -Major role in work teams with members drawn from several departments

Two forms of Digital Communication

-Formal Information Systems -Personal Electronic Technology

Informal Communication in Organizations (3)

-Grapevine -Management by Wandering Around -Nonverbal Communication

Less Effective Listening (5)

-Is passive, laid back -Is easily distracted -Ask no questions -Has preconceptions -Disregards information

Informal communication is increasing in many organizations due to

-Mergers/Acquisitions/Hostile Takeovers -As more and more corporations move facilities from inner cities to suburbs, employees tend to talk less and less to others outside the organization and more and more to one another -Widespread availability of information technology

Advantages of Oral Communication (3)

-Promotes prompt feedback and interchange -it is easy and done with little preparation -Does not need any equipment

More Effective Listening (5)

-Stays active, focused -Pays attention -Ask questions -Keeps an open mind -Assimilated information

Advantages of Written Communication (3)

-Very accurate and provides permanent record of exchange -Allows sender more time to collect, draft, and revise information before its transmitted -Allows Receiver to carefully read it and refer to it repeatedly/review it

Disadvantages of Oral Communication (3)

-inaccuracies of information -Noise disruptions -Receiver forgets part of the message

Steps in the communication process

1) The Sender (transmit idea, fact, opinion) -------ENCODING - then sent through appropriate channel 2) The Receiver (DECODES) the message and MEANING prepares a response (Encodes) -"Noise" may disrupt communication anywhere along the way

5 Individual Barriers to Communication

1. Conflicting or Inconsistent Signals 2. Credibility about the Subject 3. Reluctance to Communicate 4. Poor Listening Skills 5. Predispositions about the Subject

Individual Skills to Overcome Barriers of Communication/Improving Communication Effectiveness (6)

1. DEVELOP GOOD LISTENING SKILLS 2. Encourage Two-Way Communication (Feedback) 3. Be aware of Language and meaning (to diff groups) 4. Maintain Credibility 5. Be sensitive to receiver's perspective 6. Be sensitive to sender's perspective

Organizational Skills to Overcome Barriers of Communication/Improving Communication Effectiveness (3)

1. Follow Up (message received and understood) 2. Regulate Information Flows (ensure overload doesn't occur) 3. Understand the Richness of Media (laying off an employee temporarily and granting a pay increase)

6 Organizational Barriers to Communication

1. Semantics (words w/ diff meaning 4 diff ppl) 2. Status or Power Differences 3. Different Perceptions 4. Noise 5. Overload (sent more info than can handle) 6. Language Differences

Outcomes of Interpersonal Behaviors/relations

1. satisfaction of social needs 2. social support 3. source of organizational synergy 4. source of conflict

Aspects of Communication ad the Manager's Job (3)

A Definition of Communication The Role of Communication in Management The Communication Process

-THE MOST DECENTRALIZED PATTERN -best when things are really complex -allows free flow of information among all group members -everyone participates equally

All-Channel Network

_________________ offers more even flow of information among members, although two people (the ones at each end) interact only with one other person

Chain

occurs when one person passes information to a selected few individuals. Some of the receivers pass the information to a few other individuals; the rest keep it to themselves

Cluster Chain

_______________ is a pervasive part of virtually all managerial activities.

Communication

the process of transmitting information or ideas from one person to another

Communication

the pattern through which the members of a group or team communicate

Communication Network

_______________ blurs the differences between oral and written communication and can help each be more effective

Digital Communication

occurs when information flows down the hierarchy from superiors to subordinates -less filtration of information than from going from bottom to top -typical context of messages is directives on how something is to be done, the assignment of new responsibilities, performance feedback, and general information that the higher-level manager thinks will be of value to the lower-level manager

Downward Communication

effectively link various areas of the organization by computer

Formal Information Systems

occurs when one person spreads the message to many other people. Each one in turn, may either keep the information confidential or pass it on to others -likely to carry personal information

Gossip Chain

Two most common Grapevine chains found in organizations

Gossip Chain Cluster Chain

an informal communication network that can permeate an entire organization -can be fairly accurate -is increasing -cannot be eliminated

Grapevine

Communication that flows laterally within the organization; involves colleagues and peers at the same level of the organization and may involve individuals from several different organizational units -Facilitates coordination, helps problem solving, and plays a major role in cross-departmental work teams Ex: Operations manager might communicate to a marketing managers that inventory levels are running low and that projected delivery dates should be extended by two weeks

Horizontal Communication

_________ refers to the specific words people elect to use -the choice of words conveys much more than just the strict meaning of the words itself Ex: "Damn the torpedoes, full speed ahead" and "Even though there are potential hazards, we should proceed with this course of action"

Image

3 kinds of nonverbal communication

Image Settings Body Language

More formal written communication is usually best when the message is more (3)

Impersonal Routine Longer

Two Classes of Barriers to Communication

Individual Barriers Organizational Barriers

Two Techniques for Overcoming Barriers to Communication

Individual Skills Organizational Skills

2 Aspects of Interpersonal Nature of Organizations

Interpersonal Dynamics Outcomes of Interpersonal Behavior

Vital managerial activities involve (3)

Interpersonal relations communication, group processes

An approach to communication that involves the manager's literally wandering around and having spontaneous conversations with others -Social gatherings of employees promote a strong culture and enhance understanding of how the organization works (T/F)

Management by Wandering Around True

the idea that the individual who initiates the communication exchanges wishes to convey

Meaning

__________ may include the sound of someone coughing, a truck driving by, or two people talking close at hand. It can also include disruptions such as a letter lost int he mail, a dead telephone line, an interrupted cellphone call, an e-mail misrouted or infected with a virus, a text not being received because of poor service, or one of the participants in a conversation being called away before the communication process is completed, difficulties understanding the message due to language barriers

Noise

a communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves -a powerful but little understood form of communication in organization, often relies on facila expressions, body movements, physical contact, and gestures -as much as 55% of content of a message is transmitted by facial expressions and positive posture

Nonverbal Communication

takes place in face-to-face conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. Lectures -DOES NOT ALLOW FOR CONSIDERED RESPONSES -LACKS A PERMANENT RECORD "Rich" -because you have the spoken word and nonverbal stuff going on while you speak -one on one conversation is the richest form of communication

Oral Communication

2 Forms of Interpersonal Communication

Oral Communication Written Communication

___________ refers primarily to email and cell phones -while convenient, they can add stress -come at the expense to face-to-face meetings --------makes it more difficult to build a strong culture or develop solid relationships

Personal Electronic Technology

Examples of this interpersonal dynamic extreme consists of: -parties knowing each other -having mutual respect and affection (enjoying interacting -two managers that have known each other for years playing golf together on weekends, close personal friends etc.

Personal and Positive

Examples of this interpersonal dynamic extreme consists of: -parties disliking each other -do not have mutual respect -do not enjoy interacting

Personal but Negative

-elements include boundaries, familiarity, the home turf -symbols of power in an organization Ex: Donald Trump positioning desk to where if a visitor comes in he has his desk in front of him and keeps him "in charge"

Settings

Interpersonal Roles involve interacting with (4)

Supervisors Subordinates Peers Others outside the organization

_______________ is more subject to distortion than is downward communication Ex: subordinates may tend to WITHHOLD or DISTORT information that makes them look bad

Upward Communication

consists of messages from subordinates to superiors -flow is usually from subordinates to their direct superior, then to that person's direct superior and so on -Typical content is requests, information that the lower-level manger thinks is of importance to the higher-level manager, reponses to requests from the higher level manager, suggestions, complaints, and financial information

Upward Communication

communication that flows up and down the organization, usually along reporting lines- that is the communication that takes place between managers and their supervisors or subordinates -may only involve two people, or it may flow through several different organizational levels

Vertical Communication

in the _________ pattern, all communication flows through one central person, who is probably the group's leader. -IT IS THE MOST CENTRALIZED FORM because one person receives and disseminates all information

Wheel

5 Patterns of Types of Communication Networks (figure 17.2)

Wheel Y Chain Circle All Channel

Managers spend most of their time doing 3 things

Working Communicating Interacting with Other People

Memos, letters, reports, notes, and other circumstances in which the written word is used to transmit meaning

Written Communication

In the ________ pattern it is slightly less centralized, two people are close to the center

Y

All outcomes of interpersonal behavior include ______________________

communication between people in the organization

The form of interpersonal communication used should be dictated by

the situation