Management Chapter 15

virtual office

a mobile office in which people can work anywhere as long as they have the tools to communicate with customers and colleagues

one-way communication

a process in which information flows in one direction

two-way communication

a process in which information flows in two directions

coaching

dialogue with a goal of helping another be more effective and achieve his or her full potential on the job

horizontal communication

info moving between people on the same hierarchical level

downward communication

info that flows from higher to lower levels in the organization's hierarchy

upward communication

info that flows from lower to higher levels in the organization's hierarchy

grapevine

informal communication network

boundaryless organization

organization in which there are no barriers to information flow

open-book management

practice of sharing with employees at all levels of the organization vital information previously meant for management's eyes only

reflection

process by which a person states what he or she believes the other person is saying

media richness

the degree to which a communication channel conveys information

perception

the process of receiving and interpreting information (could easily be perceived incorrectly)

filtering

the process of withholding, ignoring, or distorting info

communication

the transmission of information and meaning from one party to another through the use of shared symbols