Term
Explain the cycle of communication and the meaning of interference and bypassing |
|
Definition
|
Source (sender) encodes information → to channel (conversation/letter etc) → to receiver to decode information (understan) → to feedback (response)
Interference=noise bypassing=misunderstanding
|
|
|
Term
Describe channels and noise |
|
Definition
|
Channels: Telephone, email, memo, face to face
Channel Noise: cellphone static, fax error messages, distractions, external disturbances
|
|
|
Term
What are 3 important factors when selecting channels - describe |
|
Definition
- Clarity - degree to which msgs & meanings are received - clear, precise, understandable, long lasting (ex. charts, blueprints, letters, reports);
- Time - may or may not be adequeate enough to encode and decode;
- Feedback - immediate information source gets back with interpretation
|
|
|
Term
What is the best transmission channel for the following requirements?
- Immediate feedback
- Clarity
|
|
Definition
|
- Immediate = Face to face
- Clarity = Written
|
|
|
Term
Describe
Impersonal channels
&
Direct personal channels |
|
Definition
|
Impersonal channels
Bulletin board, memo, notice
(for simple communication, no direct contact req'd)
Direct personal channels
Face to face (for complex communications)
|
|
|
Term
Explain the Gangplank Principle |
|
Definition
|
This is when people of the same or differnt level of hierarchy need to communicate without going through the chain of command and supervisors (lateral & diagonal communications)
ex. People from Purhasing Dept. communicating with people from the Acccounting Dept.
|
|
|
Term
Describe MBWA & Grapevines |
|
Definition
|
Management by Walking Around is informal observation and communications / grapevines are often 70-90% accurate regarding company information
|
|
|
Term
Give some examples of non verbal communicatins |
|
Definition
|
Behaviors and actions such as body movements, facial expressions, office layout, appearance, tone, posture & dress
|
|
|
Term
How is communication evaluated |
|
Definition
|
93% of message is interpretted by nonverbal presentation and 7% by actual words (expression, inflection, posture)
|
|
|
Term
Describe the 4 main types of non verbal language |
|
Definition
|
- Body language (eye contact, guestures, posture)
- Proxemics (intimate, casual 1/2-4' arms length, social 4-12', public)
- Object Language (pictures, desk clean, clothes, car, awards)
- Paralanguage(voice, pitch, loudness, speed, accents, emphasis)
|
|
|
Term
Give Examples of Organizational Barriers |
|
Definition
- Hieracial levels (too many = distortion)
- Manager authority (impedes open communication)
- Specialization of functions (jealousy, importance of position)
- Distance (far away not as good as close)
- Time (not enough)
- Info overload (distraction, priorities) / Info underload(formal info not shared)
|
|
|
Term
Give Examples of Interpersonal Barriers |
|
Definition
|
- Stereotyping
- Status
- Noise
- Poor listening
- Language & culture
- Semantics
- Bad communiction channels
|
|
|
Term
Describe Personal Barriers |
|
Definition
- Education
- Background
- Experience
- Psychosocial(background, values, expectations,needs)
- Perceptual (based on personal views)
|
|
|
Term
When making an introduction - who do you mention 1st? |
|
Definition
|
Person of lesser position is introduced first (ex. Julie (my assistant) this is John (a partner in the company) if equal, person who is older is introduced 1st.
|
|
|
Term
|
Definition
|
Culture is a shared system of beliefs, symbols, attitudes, values, expectations and norms of behavior
|
|
|
Term
What are the 4 types of cultural differences |
|
Definition
- Contextual
- Legal & Ethical
- Social
- Non-verbal
|
|
|
Term
Explain contextual cultural differences |
|
Definition
|
Patterns of physical cues, environmental stimuli, understandings that convey meanings
Ex of high contex cultre is Japan
(Ex. implement use of nonverbal guestures & tones, time & attention to detail)
Ex of low context culture is the U.S.
(Ex. avoidance of conflict, all about US, very verbal, love to debate, like to outline rules & expectations in statements)
|
|
|
Term
Explain legal & ethical differences in cultural context |
|
Definition
|
Legal Ex. (Bribes are normal in business in some places but highly illegal in others)
Ethical Ex. (Low context cultures rely on written contracts and high context can rely on a handshake)
|
|
|
Term
What are factors of Social differences |
|
Definition
|
- Materialism (some judge by ones possessions, some condemn)
- Roles & status (women, titles)
- Manners (interpreted differently)
- Time (some people are schedule wary or interpersonal connected)
|
|
|
Term
|
Definition
|
This refers to judgement of others based on ones own standards, behaviors, customs and a feeling of being superior
|
|
|
Term
What does the Electronic Communications Privacy Act protect? |
|
Definition
|
Emails that are "In transit" These communciations are not owned by the Company until received
|
|
|
