Term
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Definition
The transfer and understanding of meaning.
Transfer means the message was received in a form that can be interpreted by the receiver.
Understanding the message is not the same as the receiver agreeing with the message.
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Term
| Interpersonal communication |
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Definition
Communication between two or more people
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Term
| Organizational communication |
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Definition
All the patterns, network, and systems of communications within an organization
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Term
| Functions of communication |
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Definition
Control
Motivation
Emotional expression
Information |
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Term
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Definition
| Formal and informal communications act to control individuals’ behavior in organizations |
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Term
| Motivation (communication) |
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Definition
| Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance |
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Term
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Definition
| Social interaction in the form of work group communications provides a way for employees to express themselves |
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Term
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Definition
| Individuals and work groups need information to make decisions or to do their work |
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Term
| The interpersonal communication process |
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Definition
Sender encodes and sends message through medium to receiver.
Receiver decodes message and gives feedback to sender.
Noise affects transmission at every stage |
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Term
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Definition
A given medium’s capacity/ability to convey information and promote learning
Effectiveness of media |
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Term
| Characteristics of rich mediums |
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Definition
Provide simultaneous multiple information cues
Facilitate immediate feedback
Have a personal focus
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Term
| Characteristics of lean mediums |
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Definition
Convey limited information
Provide no immediate feedback
Impersonal by nature
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Term
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Definition
Communication that is transmitted without words.
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Term
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Definition
| gestures, facial expressions, and other body movements that convey meaning. |
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Term
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Definition
| emphasis that a speaker gives to certain words or phrases that conveys meaning |
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Term
| Barriers to effective interpersonal communication |
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Definition
Filtering
Emotions
Information overload
Defensiveness
Language
National culture |
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Term
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Definition
The deliberate manipulation of information to make it appear more favorable to the receiver.
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Term
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Definition
Disregarding rational and objective thinking processes and substituting emotional judgments when interpreting messages.
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Term
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Definition
Being confronted with a quantity of information that exceeds an individual’s capacity to process it.
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Term
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Definition
When threatened, reacting in a way that reduces the ability to achieve mutual understanding.
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Term
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Definition
The different meanings of and specialized ways (jargon) in which senders use words can cause receivers to misinterpret their messages.
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Term
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Definition
Culture influences the form, formality, openness, patterns, and use of information in communications.
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Term
| Barriers to effective communication |
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Definition
| Personal, physical, and semantic barriers |
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Term
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Definition
Any individual attribute that hinders communication
Variable skills
Variations in how information is processed and interpreted (Background)
Variations in personal trust
Stereotypes and prejudices
Big egos
Poor listening skills/inability to listen with understanding
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Term
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Definition
| Time zone differences, telephone line staic, distance from others, crashed computers, office design |
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Term
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Definition
| Language, jargon, accents |
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Term
| Overcoming the barriers to effective interpersonal communications |
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Definition
Use Feedback
Simplify Language
Listen Actively
Constrain Emotions
Watch Nonverbal Cues
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Term
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Definition
Appreciative, Empathetic, Comprehensive, Discerning, Evaluative
** Definitions of each |
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Term
| Active listening behaviors |
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Definition
Avoid interrupting speaker
Don't overtalk
Be empathetic
Make eye contact
Exhibit affirmative head nods and appropriate facial expressions
Ask questions
Avoid distracting actions or gestures
Paraphrase
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Term
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Definition
An informal organizational communication network that is active in almost every organization.
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Term
| Managerial attitudes toward the grapevine |
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Definition
Predominantly negative feelings about the grapevine
More prevalent at lower levels of the managerial hierarchy
The grapevine is likely to be more influential in larger organizations.
The grapevine can help managers learn how employees truly feel about policies and programs
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Term
| Coping with the grapevine |
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Definition
The grapevine cannot be extinguished
Attempts to stifle the grapevine are likely to stimulate it instead.
Monitoring and officially correcting grapevine information is perhaps the best strategy for coping with the grapevine
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Term
| Benefits of information technology |
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Definition
Increased ability to monitor individual and team performance
Better decision making based on more complete information
More collaboration and sharing of information
Greater accessibility to coworkers
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Term
| Benefits of information technology |
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Definition
Increased ability to monitor individual and team performance
Better decision making based on more complete information
More collaboration and sharing of information
Greater accessibility to coworkers
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Term
| How IT affects organizations |
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Definition
Removes the constraints of time and distance
- Allows widely dispersed employees to work together
Provides for the sharing of information
- Increases effectiveness and efficiency
Integrates decision making and work
- Provides more complete information and participation for better decisions
Creates problems of constant accessibility to employees
- Blurs the line between work and personal lives
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Term
| How is email a two headed beast? |
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Definition
Easy and efficient
Grossly abused and mismanaged
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Term
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Definition
E-mail is the property of the company.
Keep it to business.
Concise
Grammar, spelling, and punctuation counts – they refect on your diligence and credibility
Be sparse with graphics and attachments
Bulletpoints
Replies—indicate if it’s necessary OR unnecessary??
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Term
| Conducting meetings and becoming a better communicator |
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Definition
Meet for a specific purpose.
Distribute the agenda in advance of the meeting.
Communicate preparation expectations to attendees.
Limit attendance to essential personnel.
Open with a brief overview; review important items first.
Encourage participation but keep to the agenda.
Selectively use visual aids.
Clarify after-meeting action items.
Begin and end on time and follow up as necessary.
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Term
| ***Nine generic influence tactics |
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Definition
Rational persuasion
Inspirational appeals
Consultation
Ingratiation
Personal appeals
Exchange
Coalition tactics
Pressure
Legitimating tactics
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Term
| What influence tactics are hard tactics? |
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Definition
Exchange
Coalition tactics
Pressure
Legitimating tactics
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Term
| What influence tactics are soft tactics? |
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Definition
Rational persuasion
Inspirational appeals
Consultation
Ingratiation
Personal appeals
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Term
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Definition
Commitment
- Consultation, strong rational persuasion, inspirational appeals
Compliance
Resistance |
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Term
| Practical research insights into influence |
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Definition
Credibility
Commitment is more likely when people rely on strong rational persuasion and do not rely on pressure and coalition tactics
Ingratiation can slightly improve your performance appraisal results
Credible people tend to be the most persuasive
Resisting change
Accepting change
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Term
| How to do a better job of influencing and persuading others |
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Definition
Liking
Reciprocity
Social proof
Consistency
Authority
Scarcity
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Term
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Definition
Ability to marshal the human, informational, and material resources to get something done
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Term
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Definition
Reward power
Coercive power
Legitimate power
Expert power
Referent power
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Term
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Definition
Sharing varying degrees of power with lower-level employees to tap their full potential
- Adjustments to thinking
- Goal
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Term
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Definition
| Process whereby employees play a direct role in setting goals, making decisions, solving problems, and making changes in the organization. |
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Term
| Empowerment occurs when employees are |
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Definition
Trained
Relevant information and best possible tools
Key decisions
Rewarded
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Term
| A model approach to making empowerment work |
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Definition
Share information and build trust
Structure
Effective Teams
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Term
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Definition
Authoritarian power - manager/leader imposes decisions
- Domination
Influence sharing - manager/leader consults followers when making decisions
- Consultation
Power sharing - manager/leader and followers jointly make decisions
- Participation
Power distribution - followers granted authority to make decisions
- Delegation
Empowerment goes from none to high |
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Term
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Definition
| Intentional acts of influence to enhance or protect the self-interests of individuals or groups |
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Term
| Levels of political action in organization |
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Definition
Individual level - individual pursuit of self interests
Coalition level - cooperative pursuit of group interests in specific issues
Network level - cooperative pursuit of general self-interests |
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Term
| Frequently used political tactics |
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Definition
Building a network of useful contacts
Using ‘key players’ to support initiatives
Making friends with power brokers
Bending the rules to fit the situation
Self-promotion
Creating a favorable image
Praising others (ingratiation)
Attacking or blaming others
Using information as a political tool
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Term
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Definition
| Controlling whether people have a good or bad impression of you for various reasons |
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Term
| How to keep organizational politics within reasonable bounds |
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Definition
Screen out overly political individuals at hiring time.
Create an open-book management system.
Make sure every employee knows how the business works and has a personal line of sight to key results
Have non-financial people interpret periodic financial and accounting statements for all employees.
Establish formal conflict resolution and grievance processes.
As an ethics filter, do only what you feel comfortable doing on national television.
Publicly recognize and reward people who get real results without political games.
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Term
| Human resource management |
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Definition
The proactive acquisition, retention, and development of human resources necessary for organizational success
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Term
| How is human resource management becoming a more strategic role in organizations |
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Definition
Forecast labor supply & demand, recruit and hire, manage payrolls, and conduct training and development programs.
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Term
| The importance of human resource management |
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Definition
As a significant source of competitive advantage
As an important strategic tool
To improve organizational performance
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Term
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Definition
Identifying and selecting competent employees.
- Recruitment
Providing employees with needed skills and knowledge.
- Training
Retaining competent, high-performing employees.
- Performance Appraisals
- Employee Relations
- Compensation and Benefits
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Term
| Equal employment oportunity and title 7 of the civil rights act of 1964 |
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Definition
In virtually all aspects of employment, it is unlawful to discriminate on the basis of race, color, sex, religion, age, national origin, disability, or veteran status.
Currently under debate?
Selection and all other personnel decisions must be made solely on the basis of objective (job-related) criteria such as the ability to perform or seniority.
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Term
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Definition
A plan for actively seeking out, employing, and developing the talents of those groups traditionally discriminated against in employment
The objective is to develop an appreciation of interpersonal differences and to create a dominant heterogeneous culture.
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Term
| Americans with disabilities act |
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Definition
Accommodating the Needs of People with Disabilities
- Requires employers to make reasonable accommodations to the needs of present and future employees with physical and mental disabilities
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Term
| ADA Policy guidelines for employers |
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Definition
Audit the workplace to eliminate barriers and bias.
Train all managers in ADA compliance and all employees to be sensitive to others with disabilities.
Do not hire anyone who cannot safely perform the basic duties of a particular job with reasonable accommodation. |
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Term
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Definition
Assessing current human resources--Human Resource Inventory
Assessing future needs for human resources
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Term
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Definition
An assessment that defines a job and the behaviors necessary to perform the job.
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Term
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Definition
A concise document that outlines the role expectations and skill requirements for a specific job.
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Term
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Definition
A written statement of the minimum qualifications that a person must possess to perform a given job successfully.
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Term
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Definition
The process of locating, identifying, and attracting capable applicants to an organization
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Term
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Definition
The process of reducing a surplus of employees in the workforce of an organization
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Term
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Definition
Structured interviews: A set of job-related questions with standardized answers applied consistently
Question types used in structured interviews:
-Situational
-Job knowledge
-Job sample simulation
-Worker requirements
Behavioral interviewing |
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Term
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Definition
The process of relating to an applicant both the positive and the negative aspects of the job.
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Term
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Definition
Education that introduces a new employee to his or her job and the organization.
Work unit orientation
Organization orientation
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Term
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Definition
Filling the gap in knowledge between what employees do know and what they should know
Types of training
Training Methods
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Term
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Definition
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Term
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Definition
Communication skills, computer systems application and programming, customer service, executive development, management skills and development, personal growth, sales, supervisory skills, and technological skills and knowledge
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Term
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Definition
Basic life/work skills, creativity, customer education, diversity/cultural awareness, remedial writing, managing change, leadership, product knowledge, public speaking/presentation skills, safety, ethics, sexual harassment, team building, wellness, and others
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Term
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Definition
| Evaluating individual job performance as a basis for making objective personnel decisions |
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Term
| Making performance appraisals legally defensible |
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Definition
Use job analysis to develop the appraisal system
Check that the appraisal system is behavior-oriented, not trait oriented
Have evaluators follow specific written instructions when conducting appraisals
Have evaluators review results with the ratees/employees
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Term
| Benefits of a fair, effective, and appropriate compensation system |
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Definition
Helps attract and retain high performance employees
Impacts the strategic performance of the firm |
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Term
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Definition
Base wage or salary
Wage and salary add-ons
Incentive payments
Skill-based pay
Variable pay
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Term
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Definition
An unwanted attention that creates an offensive or intimidating work environment.
It is the manager’s job to be aware of and to correct cases of harassment.
Ignorance of such activity is not a valid legal defense.
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Term
| EEOC Definition of sexual harassment |
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Definition
| When submission to such conduct is made a condition of employment; when submission to or rejection of sexual advances is used as a basis for employment decisions; or when such conduct creates an intimidating, hostile, or offensive work environment. |
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Term
| When do victims of harassment win their suits when |
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Definition
Harassment is severe
Witnesses are present
Supporting documentation exists
- Not video/photo evidence, mean you documented date, time, where it took place, what happened
Management is notified but fails to take action
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Term
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Definition
| System of consciously coordinated activities of two or more people. |
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Term
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Definition
Arranging and structuring work to accomplish an organization’s goals.
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Term
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Definition
Formal arrangement of jobs within an organization.
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Term
| Four common denominators of an organization |
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Definition
Coordination of effort
Common goal
Division of labor
Hierarchy of authority
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Term
| Unity of command principle |
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Definition
Person should have one boss and only report to one person
- Not necessary for an organization |
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Term
| Positive of unity of command |
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Definition
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Term
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Definition
Show:
Chain of command - tells us who reports to whom
Division of labor
Span of control - number of employees a manager is responsible for
Staff personnel - people outside the direct chain of command
- Provide research, advice, and recommendations to line managers
Line managers - people who have the authority to make decisions; in chain of command
- Staff personal have expert power but line managers are the ones who make decisions |
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Term
| Departmentalization of an organization by type |
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Definition
Functional - grouping jobs by functions performed
- Vs. divisional
Product - grouping jobs by product line
Geographical - grouping jobs on the basis of territory or geography
Process - grouping jobs on the basis of product or customer flow
Customer - Grouping of jobs by type of customer and needs
Matrix structure - combines functional and divisional chains of command to form a grid with two command structures
Divisional - separate business units with limited autonomy under coordination and control of parent corporation
- Positive: helps business respond to cusotmer need
- Downside - hard to share innovations and ideas becasue its organized in such strict silos, communication is extremely tough
Best is a hybrid of two or three types |
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Term
| Matrix structure components |
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Definition
Have a vertical structure based on functional structure (divisions of the company - engineering, finance, marketing etc.)
Lateral structure based on project structure
- Subordinates report both laterally and vertically
- Problem is that project managers don't have authority over employees so it is difficult to punish them |
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Term
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Definition
Divides work to be done into specific jobs and departments.
Assigns tasks and responsibilities associated with individual jobs
Coordinates diverse organizational tasks
Clusters jobs into units
Establishes relationships among individuals, groups, and departments
Establishes formal lines of authority
Allocates and deploys organizational resources
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Term
| Organizing considerations |
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Definition
Horizontal Design
- Share knowledge, continually improve, collaborate
- Basically flattening and widening the organization in terms of structure
Hollow Organizations
- Outsourcing processes
- Focus on things company does best and do them; pay someone to do other stuff
- Focused on processes
Modular Organizations
- Outsourcing product parts
- Buy parts from other companies
Virtual Organization
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Term
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Definition
Flexible networks of multitalented individuals who perform a variety of tasks
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Term
| Mechanistic organizations |
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Definition
Rigid bureaucracies with strict rules, narrowly defined tasks, and top-down communication.
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Term
| Centralized decision making |
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Definition
| Top managers make all key decisions |
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Term
| Decentralized decision making |
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Definition
| Lower-level managers are empowered to make important decisions |
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Term
| Characteristics of mechanistic organizations |
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Definition
High specialization
Rigid departmentalization
Clear chain of command
Narrow spans of control
Centralization
High formalization |
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Term
| Characteristics of Organic organizations |
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Definition
Cross-functional teams
Cross-heirarchical teams
Free flow of information
Wide spans of control
Decentralization
Low formalization
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Term
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Definition
Degree to which jobs are standardized and the extent to which employees are guided by rules and procedures
- Strict = high formalization
- Low = fewer constraints on how employees do their work |
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Term
| Factors that influence amount of centralization |
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Definition
Environment is stable
Lower-level managers are not as capable or experienced at making decisions as upper-level managers.
Lower level managers do not want to have a say in decisions
Decisions are relatively minor
Organization is facing a crisis or the risk of company failure.
Company is large
Effective implementation managers retaining say over what happens.
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Term
| Factors that influence the amount of decentralization |
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Definition
Environment is complex, uncertain.
Lower level managers are capable and experienced at making decisions
Lower-level managers want a voice in decisions.
Decisions are significant
Corporate culture is open to allowing managers to have a say in what happens.
Company is geographically dispersed
Effective implementation of company strategies depends on managers having involvement and flexibility to make decisions
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Term
| Getting the right structural fit |
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Definition
A functional structure can save money by grouping together people who need similar materials and equipment
Divisional structures increase employees’ focus on customers and products
A successful matrix structure requires superior managers who communicate extensively, foster commitment and collaboration, manage conflict and negotiate effectively to establish goals and priorities consistent with the organization’s strategy
Horizontal designs improve coordination and communication
Organizations that become hollow, modular, or virtual can generate superior returns by focusing on what they do next
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Term
| Four dimensions of organizational effectiveness |
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Definition
Resource acquisition
Goal accomplishment
Internal processes - organization functions smoothly with a minimum of internal strain
Strategic constituencies satisfaction - demands and expectations of key interest groups are at least minimally satisfiecd |
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Term
| General effectiveness criteria: goal accomplishment |
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Definition
Most widely used effectiveness criteria
Appropriate when goals are clear, consensual, time bounded, and measurable |
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Term
| General effectiveness Criteria: Resource acquisition |
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Definition
Organization is effective if it acquires necessary factors of production
Appropriate when inputs have a traceable effect on results or output
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Term
| General effectiveness criteria: internal processes |
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Definition
Healthy system if information flows smoothly and if employee loyalty, commitment, job satisfaction prevail
Appropriate when organizational performance is strongly influenced by specific processes
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Term
| Strategic constituencies satisfaction |
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Definition
Any group of people with a stake in the organization’s operation or success.
Appropriate when powerful stakeholders can significantly benefit or harm the organization
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