MGMT exam 3 chapter 17

satisfaction of social needs

Outcomes of interpersonal behavior- __________ ____ ________ ___________- for a person with a strong need for affiliation, high quality interpersonal relations can be an important positive element. however, when this same person is confronted with poor-quality working relationships it can cause negative relationships.

nonverbal communication

_________ ____________- a communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves. example- facial expressions- inflection in tone of voice- only a small portion of the message is due to the words

positive interpersonal dynamics

__________ __________ ________when two parties know each other, have mutual respect and affection, and enjoy interacting with each other. example- two managers that have known each other for years, play gold together regularly and are close friends will have a this

negative interpersonal dynamic

____________ __________ __________- when two parties dislike one another, do not have mutual respect, and do not enjoy interactions. ex- one manager has fought against promoting another employee for years and the employee finally gets promoted to manager when they will have this

effective communication

______________ ___________- 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.

communication

______________- the process of transmitting information from one person to another

communication

___________________- between people in the organization is the common thread. this is what really helps make an organization successful.

conflicting signals

barriers to effective communication- individual barriers- ________________ ________ - a manager is sending this when she says on monday that things should be done one way, but she explains an entirely different project on wednesday.

reluctant to communicate

barriers to effective communication- individual barriers- ________________ ________ __________- a manager may do this when they have to tell subordinates about a budget cut becuase some of the employees might lose their job. also, a subordinate might do this to a manager for fear or being reprises or getting in trouble.

inconsistent signals

barriers to effective communication- individual barriers- ________________ ________- when a manger stresses that she has an open door policy, but keeps her door closed and becomes irritated when someone stops by.

credibility

barriers to effective communication- individual barriers- ________________- these problems arise when the sender is not considered a reliable source of information. she may no be trusted or may not be perceived as knowledgeable about the subject at hand. example- when a manager makes a series of bad decisions.

status or power differences

barriers to effective communication- organizational barriers- ________________ _______ _________ _________- the company president may discount a suggestion from an operating employee thinking, "how can someone on that level help me run my business"- basically lower level employees are bitches sometimes and are scared to state their opinion to a hgiher employee.

language differences

barriers to effective communication- organizational barriers- ________________ __________- can create problems, english is becoming the standard business language of the world.

different perceptions

barriers to effective communication- organizational barriers- ________________ ___________- when people perceive a situation differently. example- when two managers observe that one manager hasn't been in her office a lot lately one may think she is hiding out and the other might think she has been in several meetings.

semantics

barriers to effective communication- organizational barriers- ________________- problems arise when words have different meanings for different people- Example- words and phrases such as "profit", "increased", "output" , and "return on investment" may have positive meanings for managers but less positive meanings for labor.

overload

barriers to effective communication- organizational barriers- ________________- when a receiver is sent more infor than she can handle.

noise

barriers to effective communication- organizational barriers- ________________-environmental factor- if a managers smartphone loses power or connectivity, communication may be disrupted

all channel

form of communication- allows a free flwo of information among all group members. everyone participates freely and the group is the leader. least centralized.

circle

form of communication- closed- least effective- an ongoing conversation

chain

form of communication- one person tells another through the chain. offers an even flow of information among members the ends only interact with one other person

Y

form of communication- slightly less centralized- two people are close to the center so they decide what to say

wheel

form of communicationthe most centralized network because one person receive disperses all information. the most effective

listening skills

individual skills to overcoming barriers to communication- Develop good ___________ ______- single most effective way to imporve communication effectiveness is to do this.

maintain credibility

individual skills to overcoming barriers to communication- ___________ ___________- this can be accomplished when one inst pretending to be an expert when on e is not. by doing one's homework and checking fact and being as honest as possible helps this.

language and meaning

individual skills to overcoming barriers to communication- be aware of _____________ ____ _________- when addressing stockholders the manager might use "profits" often. when addressing stockholder the manager might use "profits" less

receivers perspectives

individual skills to overcoming barriers to communication- be sensitive to the _______ ___________- a manager who must tell a subordinate they have not been recommended for a promotion should recognize they are going to be frustrated and not happy the content and delivery of the message should be chosen accordingly, the manager should be prepared for hostility

senders perspective

individual skills to overcoming barriers to communication- be sensitive to the ________ _______- suppose a managers just received news that his position is going to be terminated next year others should be understanding that he is going to be upset or depressed for a while.

two way communication

individual skills to overcoming barriers to communication- encourage ______ _____ _________-this allows for the receiver to ask questions, request clarification, and express opinions. this allows for feedback.

regulating information flows

organizational skills to overcoming barriers to communication- ______ _______ _____- the sender or receiver takes steps to ensure that overload does not occur for the sender this could mean not passing too much information through the system at one time

follow up

organizational skills to overcoming barriers to communication- ______ _______- involves checking at a later time to be sure that a message has been received and understood

source of conflict

outcomes of interpersonal behavior- __________ ___ ___________- people may leave an interpersonal exchange feeling hostile or angry.

social support

outcomes of interpersonal behavior- __________ ________- interpersonal relations serve as a solid basis for this. suppose an employee receives poor performance feedback or is denied a promotion others in the organization can lend support because they share a common frame of reference.

organizational synergy

outcomes of interpersonal behavior- ______________ ___________- people who support one another and who work well together can accomplish much more than people who do not support one another and people who do not work well together.

movie clip

the british officce- doesnt know wha the is talking about. talking in general terms instead of specific things of what he has done.