MGT 305 STUDY GUIDE CHAPTER 13
Noise
Anything that interferes with the effectiveness of communication.
Term used to describe any disturbance that disrupts it and interferes with the
transference of messages within the communication process.
Feedback
Communicates how one feels about something another person had done or said
The process through which the receiver communicates with the sender by
returning another message.
Formal/Informal communications
Formal-follow the official chain of command established by an organization
hierarchy of authority
Because its recognized as authoritative, it is typical for communication of policies,
procedures, and other official announcements to adhere to them.
Informal-do not adhere to the chain of command established by an organization's
hierarchy of authority
Help to create open communications in organizations and ensure that the right
people are in contact with one another.
The Grapevine
Informal channel that transfers information through networks of friendships and
acquaintances
Network of friendships and acquaintances through which rumors and other
unofficial information are passed from person to person
Advantage-transmit information quickly and efficiently, provide a sense of
security, social satisfaction disadvantage-occurs when they transmit incorrect or
untimely information.
Richest verses lesser Communication Channels
- Channel Richness- the capacity of a channel to convey information effectively,
lends insight into how various channel to convey information effectively, lends
insight into how various channel alternatives may be used depending on the type of
message to be conveyed
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Richest Channels-are face to face. Next are telephone, video conferences, e-mail,
written memos, and letters.
Leanest channels-posted notices and bulletins.
When messages get more complex and open ended, richer channels are necessary to
achieve effective communication; leaner channels work well for more routine and
straightforward messages, such as announcing the location of a previously scheduled
meeting.
Downward/Upward Communication Channels
Downward- follows the chain of command top and bottom.
Major function is to achieve influence through information.
Lower-level personnel need to know what higher levels are doing and to be
regularly reminded of key policies, strategies, objectives, and technical
developments.
When inadequate its seen as a management failure
Upward- the flow of messages from a lower to higher levels
Keeps higher levels informed about what lower level workers are doing, what
their problems are, what suggestions they have for improvements, and how they
feel about the organization and their jobs.
Status effects can potentially interfere with the effectiveness of upward
communication
Effective verses Efficient communications channels
Effective- is when the intended meaning equals the perceived
meaning.
Efficient-is low in cost; wise use of resources ex: time
Proxemies/Kinesies
Proxemics- the study of the way space is utilized, is important to communication
Kinesics- the study of gestures and body postures, has achieved a rightful a place
in communication theory and research.
Mixed Messages
Occur when words say one thing while nonverbal cues say something else
Occur when a person's words communicate one thing while his or her actions or
body language communicate quite another.
MBWA
Involves getting out of the office to directly communicate with others. Management
by wandering around Way to achieve trust
Active listening
The ability to help the source of a message say what he or she really means.
Mentally searching for the intended meaning