chapter 17

Formal Communication Channels

A channel that flows within the chain of command or task responsibility defined by the organization.

Social Media

A group of Internet-based applications that allows the creation and exchange of user-generated content.

Decentralized Network

A network in which individuals can communicate freely with other team members.

Centralized Network

A structure in which team members must communicate through one individual to solve problems or make decisions.

Grapevine

A system that carries workplace gossip, a dominant force in organization communication when formal channels are not functioning effectively.

Communication apprehension

An individual's level of fear or anxiety associated with either real or anticipated communication.

Personal Communication Channels

Channels that exist outside formally authorized channels and connect people across boundaries for sharing information and accomplishing tasks.

Nonverbal communication

Communicating through actions, gestures, facial expressions, and behavior rather than through words.

strategic conversation

Dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals.

Downward Communication

Messages sent from top management down to subordinates.

Upward Communication

Messages that flow from the lower to the higher levels in the organization's hierarchy.

Upward Communications

Messages that flow from the lower to the higher levels in the organization's hierarchy.

Feedback

Occurs when the receiver responds to the sender's communication with a return message.

Open Communication

Sharing all types of information throughout the organization and across functional and hierarchical boundaries.

Personal Networking

The acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.

Channel Richness

The amount of information that can be transmitted during a communication episode.

Horizontal Communication

The lateral or diagonal exchange of messages among peers or coworkers and includes team communication.

Channel

The medium by which a message is sent, such as a phone call, blog, or text message.

Communication

The process by which information is exchanged and understood by two or more people.

Listening

The skill of grasping both facts and feelings to interpret a message's genuine meaning.

Message

The tangible formulation of an idea to be sent to an employee.

decodes

To read symbols to interpret the meaning of a message.

encodes

To select symbols with which to compose a message.