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COM 240 Exam 3
Final Exam
26
Communication
Undergraduate 2
04/22/2010

Additional Communication Flashcards

 


 

Cards

Term
What is responsible for change
Definition
Institutional life and industry history
Term
What directs the need for change
Definition
Problems or ineffectiveness
Term
Management of change
Definition
making changes in a planned and systematic fashion
Term
Change agents
Definition
External and internal
Term
Typical change activities
Definition
* Policy changes
* Process changes
* Training and development activities
* Advising and counseling
Term
Factors to consider regarding reactions to organizational change
Definition
* Management support
->critical for effective change processes
* Ownership tension
-> Successful implementation based on whether critical
* Ownership tesnsion
->successful implementation based on whether critical people in organization support and facilitate change
* Resistance
->Due to lack of info, inadequate training, fear
* Uncertainty
->Anxiety; negative info preferred over no info
Term
What do employees do in change circumstances
Definition
* Seek information
* Discussion of innovations
* Explore alternatives
* Persuade in favor or against changes
* Request reconsideration of change
* They will actively or passively accept or reject the change
Term
What do managers do in change circumstances
Definition
1. spray and pay
- shower people with information
-hope something happens
2. Tell and sell (moderately)
- Select limited number of messages
-Sell employees on wisdom on this limited set of ideas
3. Underscore and explain (most effective)
-Discuss real reasons for change
-Allow employees freedom to figure out possibilities and outcomes of change
- Underscore: we have to change because of teh circumstances
4. Identify and reply
-Listen to employees
-Identify key concerns, respond as they are brought up
5. Withhold and uphold
-Don't share information with employees
-Creates environment of uncertainty
Term
#1 contributor to success
Definition
strong, visible and effective sponsorship of change
Term
Top obstacle to successful change is resistance
Definition
* Lack of awareness about the change
* Comfort with the way things are
* Fear of the unknown
Term
Employees preferred message sources
Definition
The CEO or their immediate supervisor
Term
Why middle managers resist change
Definition
Due to fear of losing control and overload of current tasks and responsibilities
Term
Pearls of wisdom when it comes to change
Definition
1. Necessary?
2. Change for good of company, not career
3. Be open to change
4. Be bold
5. Make sure your vision of change is compelling, specific and fact-based
6. Tailor the change message to your audience
7. Expect setbacks and stay committed
Term
Why bother with emotions
Definition
Fundamental to environment and social networks at work
Term
Attention to emotional needs of workers can have positive outcomes
Definition
1. More satisfied workforce
2. More committed; lower turnover
3. Potentially increased productivity
4. Decrease potential for bullying end even violence
Term
Some jobs that require high levels of certain emotions
Definition
flight attendant ,social worker, funeral home attendant, customer service
Term
Tensions contributing to intense emotion
Definition
Public and private in work relationships
RElational networks and emotional buzzing
Conflicting allegiances
Emotional rights and obligations at work
Term
Stressors
Definition
Environmental factors that create strain on dividuals
Term
Burnout
Definition
A wearing out from teh pressures of work
Term
3 Dimensions Of Burnout
Definition
Emotional exhaustion (fatigue)
Lack of personal accomplishment (Failure at job)
Depersonalization (see others negatively)
Term
Stressors that lead to burnout within the workplace
Definition
workload too much or too difficult
downsizing
role conflict
role ambiguity - uncertainty in requirements
Term
Stressors that lead to burnout outside the workplace
Definition
Divore, death, pregnancy, etc.
Work/life balance
Term
Role of Type A
Definition
High maintenance
Attention to detail
Need for control
High achievers
Multi-taskers
Much more susceptible to burnout
Term
Hardiness
Definition
Laid back
Less susceptible to burnout
Term
Communication stressors related to burnout
Definition
* Communication load
->overload: to much or too complex
->underload: boredom and repetition
* Emotional labor
->Jobs with high emotional labor require specific emotions
*Emotional contagion vs. empathetic concern
Term
Emotional contagion
Definition
Negative
Feel with another
Getting worked up over something your clients are going through
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