MGMT 3101: Ch. 15- Managing Communication

Active listening

Active listening is assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said

Attribution theory

Attribution theory is the theory that we all have a basic need to understand and explain the causes of other people's behavior

Blog

Blog is a personal website that provides personal opinions or recommendations, news summaries, and reader comments

Closure

Closure is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know

Coaching

Coaching is communicating with someone for the direct purpose of improving the person's on-the-job performance or behavior

Communication

Communication is medium the method used to deliver an oral or written message

Communication

Communication is the process of transmitting information from one person or place to another

Company hotlines

Company hotlines are phone numbers that anyone in the company can call anonymously to leave information for upper management

Constructive feedback

Constructive feedback is feedback intended to be helpful, corrective, and/or encouraging

Counseling

Counseling is communicating with someone about non-job-related issues that may be affecting or interfering with the person's performance

Decoding

Decoding is the process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message

Defensive bias

Defensive bias is the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble

Destructive feedback

Destructive feedback is feedback that disapproves without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient

Downward communication

Downward communication is communication that flows from higher to lower levels in an organization

Empathetic listening

Empathetic listening is understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker

Encoding

Encoding is putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver

Feedback to sender, in the communication process

Feedback to sender, in the communication process, is a return message to the sender that indicates the receiver's understanding of the message

Formal communication channel

Formal communication channel is the system of official channels that carry organizationally approved messages and information

Fundamental attribution error

Fundamental attribution error is the tendency to ignore external causes of behavior and to attribute other people's actions to internal causes

Hearing

Hearing is the act or process of perceiving sounds

Horizontal communication

Horizontal communication is communication that flows among managers and workers who are at the same organizational level

Informal communication channel, grapevine

Informal communication channel, grapevine, is the transmission of messages from employee to employee outside of formal communication channels

Jargon

Jargon is vocabulary particular to a profession or group that interferes with communication in the workplace

Kinesics

Kinesics is movements of the body & face

Listening

Listening is making a conscious effort to hear

Noise

Noise is anything that interferes with the transmission of the intended message

Nonverbal communication

Nonverbal communication is any communication that doesn't involve words

Online discussion forums

Online discussion forums are the in-house equivalent of Internet newsgroups. By using web- or software-based discussion tools that are available across the company, employees can easily ask questions and share knowledge with each other

Organizational silence

Organizational silence is when employees withhold information about organizational problems or issues

Paralanguage

Paralanguage is the pitch, rate, tone, volume, & speaking pattern, that is, use of silences, pauses, or hesitations, of one's voice

Perception

Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments

Perceptual filters

Perceptual filters are the personality-, psychology-, or experience-based differences that influence people to ignore or pay attention to particular stimuli

Selective perception

Selective perception is the tendency to notice & accept objects & information consistent with our values, beliefs, and expectations, while ignoring or screening out inconsistent information

Self-serving bias

Self-serving bias is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes)

Survey feedback

Survey feedback is information that is collected by surveys from organizational members &then compiled, disseminated, and used to develop action plans for improvement

Televised/videotaped speeches & meetings

Televised/videotaped speeches & meetings are speeches & meetings originally made to a smaller audience that are either simultaneously broadcast to other locations in the company or videotaped for subsequent distribution and viewing

Upward communication

Upward communication is communication that flows from lower to higher levels in an organization