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Terms in this set (75)
manager's communication is _____, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in away to achieve the goals
purpose-directed
managers facilitate _____ by using open communication, actively listening to others, asking questions, and using feedback for learning and change
strategic conversation
people talking across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals
strategic conversation
managers use different _____ to communicate, depending on the purpose of the communication and the audience
methods
manager as a communication champion consists of
purpose-directed, strategic conversation, and methods
direct attention to vision, values, desired outcomes, and influence employee behavior
purpose-directed
open communication climate, asking questions, listening, feedback
strategic conversations
rich channels, social media, upward, downward, and horizontal channel, and personal networks
methods
the process by which information is exchanged and understood by two or more people, usually with the intent to influence or motivate behavior
communication
a manager who wants to communicate with an employee _____ a thought or idea by selecting symbols (such as words) with which to compose a message
encodes
the _____ is the tangible formulation of the thought or idea sent to the employee, and the _____ is the medium by which the message is sent
message, channel
telephone call, an email message, a formal report, or a face-to-face conversation
channel
the employee _____ the symbols to interpret the meaning of the message
decodes
_____ occurs when the employee responds to a manager's communication with a return message
feedback
individual differences, knowledge, values, attitudes, and background act as filters and may create _____ when translating from symbols to meanings
noise
verbal and nonverbal symbols
message
the potential for communication errors is why _____ is so important. without _____, the communication cycle is incomplete
feedback
_____ involves both the transference and the mutual understanding of information
effective communication
the manager's role as _____ means to engage in purpose-driven strategic conversations via multiple channels
communication champion
_____ is a method of communication that is growing in popularity as an effective way to communicate information within an organization
social media
_____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals
strategic conversation
_____ is the process by which information is exchanged and understood by two or more people
communication
_____ means sharing all types of information throughout the organization, across functional and hierarchical boundaries
open communication
managers can build _____ climate by breaking down conversational hierarchical and department boundaries that may be barriers to communication
an open communication
in a _____, team members must communicate through one individual to solve problems or make decisions
centralized network
_____ can be effective for large teams because it limits the number of people involved in decision making. the result is faster decision that involves fewer people
centralized network
in a _____, individuals can communicate freely with other team members. members process information equally among themselves until all agree on a decision
decentralized network
_____ is best for complex, difficult work environments where teams need a free flow of communication in all directions
decentralized network
one approach to selecting an effective _____ is to interpret the emotions of the person who will be receiving the message and then select the channel that will result in the best outcome
communication channel
the channels available to managers can be classified into a hierarchy based on
information richness
_____ is the amount of information that can be transmitted during a communication episode
channel richness
the capacity of an information channel is influenced by three characteristics
1) the ability to handle multiple cues simultaneously
2) the ability to facilitate rapid, two-way feedback, and;
3) the ability to establish a personal focus for the communication
_____ is the richest medium because it permits direct experience, multiple information cues, immediate feedback, and personal focus
face-to-face discussion
_____ messages typically are ambiguous, concern novel events, and involve great potential for misunderstanding
nonroutine
they often are characterized by time pressure and surprise. managers can communicate _____ messages effectively by selecting rich channels
nonroutine
_____ messages are simple and straightforward
routine
_____ can be efficiently communicated through a channel lower in richness, such as a memo, email, text message, or twitter. written communications should be used when the communication is official and a permanent record is required
routine messages
a manager's _____ is based on knowledge, expertise, and interpersonal skills
credibility
when a message is highly important, leaders often use _____, sending the same message using different channels
redundant communications
by saying the same thing more than once via _____, leaders add weight to the message and keep the issue at the top of employees' minds
multiple channels
_____ describes the avoidance behavior and is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication."
communication apprehension
communication with _____ means being direct, honest, and clear about what employees need to do to meet objectives, while also expressing respect for others and not making people feel slighted, controlled, or exploited
candor
use I statement, stick to facts rather than judgments, be clear, specific, and direct in your requests
communicating with candor
_____ involve a give-and-take exchange of information
organizational conversation
to have successful _____, managers need to learn to ask questions
organizational conversations
_____ builds trust and openness between managers and employees
asking questions
_____ builds critical thinking skills and stimulate the mind and give people a chance to make a difference
asking questions
_____ involves the skill of grasping both facts and feelings to interpret a message's genuine meaning
listening
listening requires _____, _____, and _____.
attention, energy, and skill
_____ refers to messages sent through human actions and behavior rather than through words
nonverbal communication
three sources of communication cues during face-to-face communication
the verbal, the vocal, and facial expressions
actual spoken words
verbal
pitch, tone, and timbre of a person's voice
vocal
although communication skills have always been important to managers, the ability to persuade and influence others is even more critical today
true
_____ is an individual's level of fear or anxiety associated with interpersonal communication
communication apprehension
to encourage a give-and-take exchange of information between managers and employees, managers need to learn to _____
ask questions
practicing powerful _____ seem to boost as well as project confidence and assertiveness
body poses
_____ refers to a group of internet-based applications that allow the creation and exchange of user-generated content
social media
_____ coexist with formal channels within an organization but may skip hierarchical levels, cutting across vertical chains of command to connect virtually anyone in the organization
personal communication channel
three important types of personal communication channels
personal network, the grapevine, and written communication
_____ refers to the acquisition and cultivation of personal relationships that cross department, hierarchical, and even organizational boundaries
personal networking
gossip typically travels along the _____, an informal, person-to-person communication network that is not officially sanctioned by the organization
grapevine
four elements of workplace communication are
using social media, using personal communication channels, establishing formal communication channels, and developing strategies for crisis communication
_____ exist outside formally authorized workplace channels and include personal networks, the grapevine, and written communication
personal communication channels
_____ established the club of honest whigs in London more than 200 years ago as a networking group where a wide range of thinkers from various walks of life could establish relationships with others and advance their professional and personal interests
Benjamin Franklin (Joseph Priestly)
the _____ carries workplace gossip, a dominant force in workplace communication when official channels are not functioning effectively
grapevine
_____ are those that flow within the chain of command or task responsibility defined by the organization
formal communication channels
_____ and _____ communications are the primary forms of communication used in most traditional, vertically organized companies
upward, downward
the most familiar and obvious flow of formal communication, _____ consists of the messages and information sent from top management to subordinates in a downward direction
downward communication
formal _____ includes messages that flow from the lower to the higher levels of the organization's hierarchy
upward communication
_____ is the lateral or diagonal exchange of messages among peers or coworkers
horizontal communication
interpret: problems and exceptions, suggestions for improvement, performance reports, grievances and disputes, financial and accounting information
upward communication
influence: implementation of goals, strategies, job instructions and rationale, procedures and practices, performance feedback, indoctrination
downward communication
coordinate: intra-departmental problem solving, interdepartmental coordination, change initiatives and improvements
horizontal communication
stay calm, listen hard, be visible, get the awful truth out, communicate a vision for the future
crisis management
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