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28 Cards in this Set
- Front
- Back
Communication
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The sharing of information between two or more individuals or groups to reach a common understanding.
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Importance of Good Communication
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Increased efficiency in new technologies and skills
Improved quality of products and services Increased responsiveness to customers More innovation through communication |
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Phases of the Communication Process:
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Transmission phase in which information is shared by two or more people.
Feedback phase in which a common understanding is assured. |
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The Communication Process
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Sender – person wishing to share information with some other person
Message – what information to communicate Encoding – sender translates the message into symbols or language Noise – refers to anything that hampers any stage of the communication process Receiver – person or group for which the message is intended Medium – pathway through which an encoded message is transmitted to a receiver Decoding - critical point where the receiver interprets and tries to make sense of the message |
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Verbal Communication
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The encoding of messages into words, either written or spoken
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Nonverbal
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The encoding of messages by means of facial expressions, body language, and styles of dress.
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Perception
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process through which people select, organize, and interpret sensory input to give meaning and order to the world around them
Influenced by people’s personalities, values, attitudes and moods as well as their experience and knowledge |
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Biases
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systematic tendencies to use information about others in ways that can result in inaccurate perceptions
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Stereotypes
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simplified and often inaccurate beliefs about the characteristics of particular groups of people
can interfere with the encoding and decoding of messages |
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Information Richness and Communication Media
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Managers and their subordinates can become effective communicators by:
Selecting an appropriate medium for each message—there is no one “best” medium. Considering information richness A medium with high richness can carry much more information to aid understanding. |
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Information richness
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The amount of information that a communication medium can carry
The extent to which the medium enables the sender and receiver to reach a common understanding |
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Face-to-Face
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Has highest information richness.
Can take advantage of verbal and nonverbal signals. Provides for instant feedback. Management by wandering around takes advantage of this with informal talks to workers. Video conferences provide much of this richness and reduce travel costs and meeting times. |
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Spoken Communication Electronically Transmitted
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Has the second highest information richness.
Telephone conversations are information rich with tone of voice, sender’s emphasis, and quick feedback, but provide no visual nonverbal cues. |
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Personally Addressed Written Communication
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Has a lower richness than the verbal forms of communication, but still is directed at a given person.
Personal addressing helps ensure receiver actually reads the message—personal letters and e-mail are common forms. Does not provide instant feedback to the sender although sender may get feedback later. Excellent media for complex messages requesting follow-up actions by receiver. |
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Email do’s and don’ts
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E-mail allows telecommuting employees to work from home and keep in contact.
The use of e-mail is growing rapidly and e-mail etiquette is expected: Typing messages in all CAPITALS is seen as “screaming” at the receiver. Punctuate your messages for easy reading and don’t ramble on. Pay attention to spelling and treat the message like a written letter. |
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Impersonal Written Communication
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Has the lowest information richness.
Good for messages to many receivers where little feedback is expected (e.g., newsletters, reports) Many managers do not have time to read all the electronic work-related information available to them Problem with information overload is the potential for important information to be ignored or overlooked Can result in lost productivity |
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Communication Networks
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The pathways along which information flows in groups and teams and throughout the organization.
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Type of communication network depends on:
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The nature of the group’s tasks
The extent to which group members need to communicate with each other to achieve group goals. |
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Communication Networks in Groups and Teams
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Wheel Network
Information flows to and from one central member. Chain Network Members communicate only with the people next to them in the sequence. Wheel and chain networks provide little interaction. Circle Network Members communicate with others close to them in terms of expertise, experience, and location. All-Channel Network Networks found in teams with high levels of communications between each member and all others. |
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Organization Chart
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Summarizes the formal reporting channels in an organization.
Communication in an organization flows through formal and informal pathways Vertical communications flow up and down the corporate hierarchy. Horizontal communications flow between employees of the same level. Informal communications can span levels and departments Grapevine - an informal network carrying unofficial information throughout the firm. |
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Technological Advances in Communication
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Internet
Global system of computer networks that is easy to join and is used by employees to communicate inside and outside their companies World Wide Web (WWW) “Business district” with multimedia capabilities Intranets A company-wide system of computer networks for information sharing by employees inside the firm. Advantages of intranets Lies in their versatility as a communication medium Can be used for a number of different purposes by people who may have little expertise in computer software and programming |
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Groupware
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Computer software that enables members of groups and teams to share information with each other and improve communication and performance
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How to Be Successful Using Groupware
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Work is team-based and members are rewarded for group performance
Groupware has full support of top management Culture of the organization stresses flexibility Groupware is being used for a specific purpose Employees receive adequate training |
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Employees are likely to resist using groupware when:
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people are working primarily on their own
people are rewarded for their own individual performances People are reluctant to share information |
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Collaboration software
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groupware that aims to promote collaborative, highly interdependent interactions among members of a team and provide the team with an electronic meeting site for communication
Provides members of a team with an online work site where they can post, share, and save data, reports, sketches, and other documents |
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Barriers to Effective Communication
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Messages that are unclear, incomplete, difficult to understand
Messages sent over the an inappropriate medium Messages with no provision for feedback Messages that are received but ignored Messages that are misunderstood Messages delivered through automated systems that lack the human element |
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Communication Skills for Managers as Senders
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Send clear and complete messages.
Encode messages in symbols the receiver understands. Select a medium appropriate for the message Select a medium the receiver monitors Avoid filtering and information distortion Include a feedback mechanism is in the message. Provide accurate information to avoid rumors. |
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Jargon
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specialized language that members of an occupation, group, or organization develop to facilitate communication among themselves
should never be used when communicating with people outside the occupation, group, or organization |