Chapter 11: Communication in the Workplace
Lateral Communication
Messages between two parties at the same level in an organizational hierarchy (292)
Nonverbal Communication
Messages sent in means of other than written or spoken word - Includes: facial expression, gestures, tone of voice, and posture - Used differently for receiver and sender
Types of Communication Networks:
- Systems of communication lines linking various senders and receivers - Regulated by: status hierarchy, rules of communication, proximity of workers
Feedback
An acknowledgement that message has been received and understood (283)
All of the following are types of nonverbal communication except: A) style of dress. B) terms of endearment. C) posture. D) physical attractiveness.
B) terms of endearment.
Audience Factors
Characteristics of the receiver that influence the effectiveness of a communication (286)
Source Factors
Characteristics of the sender that influence the effectiveness of a communication (284)
Channel Factors
Characteristics of the vehicle of transmission of a message that affect communication (285)
Decentralized Networkers
Communication networks in which messages can originate at any point and need not be directed through specific group members (297)
Centralized Networkers
Communication networks in which the flow of communication is directed through specific members (297)
The __________ network represents communication between members who are immediately accessible to each other. A) chain B) Y C) common D) circle
D) circle
Rumors
Information that is presented as fact, but which may actually be true or false (302)
Downward Communication
Message flowing downward in an organizational hierarchy, usually from superiors to subordinates (291)
Upward Communication
Message flowing upward in an organizational hierarchy, usually taking the form of feedback (292)
Nonverbal Communication
Message sent and received through means other than the spoken or written word (287)
Exaggeration
The distortion of information by elaborating, overestimating, or minimizing parts of the message (295)
Grapevine
The informal communication network in an organization (300)
Sender
The originator of a communication, who encodes and transmits a message; also known as the encoder (280)
Communication
The passage of information between one person or group to another person or group (280)
Encoding
The process of preparing a message for transmission by putting it into some form or code (281)
Decoding
The process of translating a message so that it can be understood (283)
Receiver
The recipient of a communication who decodes the message; also know as the decoder (281)
Filtering
The selective presentation of the content of a communication (293)
Channel
The vehicle through which a message flows from sender to receiver (281)
Communication
Transmission of information from a sender to a receiver
Pygmalion Effect
When a sender nonverbally communicates expectations to a receiver influencing his/her behavior (289)
Two Types of Communication Networks:
1. Centralized Networks: - Flow of information moves through specific people 2. Decentralized Networks: - Flow can originate at any point and go through any members
Centralized Networks:
1. Chain: - 5 member status hierarchy - Message originates at the top and moves down the chain of status 2. Y: - 5 member hierarchy - But first or last link is to two members instead of one 3. Wheel: - 5 member hierarchy - Two status level - one person who is in charge of communication to 4 lower status individuals
Decentralized Networks:
1. Circle: - 5 member network - Usually members who work closely together - Any member can initiate and tell another 2. All-Channel: - 5 member network - Any and every member can communication with another
Three Types of Flow for Communication:
1. Downward Flow - Messages flowing from supervisors to subordinates - Messages include: instructions or policies, feedback, information for coordination of tasks - Corporations with more downward flow have more satisfied workers 2. Upward Flow - Messages flowing from subordinates to supervisors - Messages include: feedback about manager and team, information about problems in corporation, complaints and conflict 3. Lateral Flow - Messages flowing between coworkers at the same level - Messages include: coordination of group tasks, information between teams about progress - Can lead to informal types of communication and distraction
4 Step Communication Process:
1. Encoding: - Process of preparing a message - Choosing a shared code as a means of communication 2. Selecting Channel: - Vehicle through which message is sent to receiver - Advantages and disadvantages to each, must select carefully based on message 3. Decoding: - Receiver attempts to make sense of message - Most often there is a gap between encoding and decoding 4. Sending Feedback: - Acknowledgement that message has been received and is understood
Nonverbal Communication for Receiver:
1. Provide additional information 2, Person perception
Three Factors Affecting Communication:
1. Source Factors: - Characteristics of the sender - Include: status, credibility, expertise, encoding 2. Channel Factors: - Characteristics of the vehicle used - Include: pictorial vs. numerical, fact to face vs. technology, type of channel and effectiveness - Common Problem: Semantic problems - jargon 3. Audience Factors: - Characteristics of the receiver - Include: attention span, perceptual ability, decoding skills
Nonverbal Communication for Sender:
1. Substitute for verbal communication 2. Enhance verbal messages 3. Pygmalion Effect: sending expectations through nonverbal communication
Organigram
A diagram of an organization's hierarchy representing the formal lines of communication (299)
Sociogram
A diagram of the informal lines of communication among organizational members (300)
Source factors that may influence communication effectiveness include: A) semantic problems. B) attention span. C) believability. D) All of the above
C) believability.
Lateral communication in organizations is particularly important when: A) coworkers are competing for the same reward/goal. B) work groups must manage themselves. C) coworkers must coordinate their activities in order to accomplish a goal. D) managers are responsible for many different workers and their performance.
C) coworkers must coordinate their activities in order to accomplish a goal.
A diagram of informal communication lines among work group or organizational members is called a(n): A) organigram. B) organizational chart. C) sociogram. D) communigram.
C) sociogram
Encoding involves: A) the selection of the recipient of a message. B) different processes depending on the type of communication network. C) the selection of a shared code as a means of communication. D) All of the above
C) the selection of a shared code as a means of communication.
Organigram:
Diagram representing the formal chain of communication in an organization
Sociogram:
Diagram representing the informal chain of communication in an organization
Jargon
Special language developed in connection with certain job; also called technical language (285)
Communication Networks
Systematic lines of communication among various senders and receivers (297)
