Shared Flashcard Set

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Management Principles(Dyck and Neubert)
Chapters 17-18
48
Business
Undergraduate 3
12/05/2010

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Cards

Term
Communication
Definition
The process of transferring information by using meaningful symbols so that a message is understood by others
Term
Steps in the communication process
Definition
1. Sender identifies an idea or message to be communicated
2. Sender selects the medium and encodes and transmits the message
3. Receiver hears and decodes the message
4. Information travels from the receiver to the sender
Term
Identify the main idea or message to be communicated
Definition
Message: a specific idea or general information to be communicated to to others
Term
Filtering
Definition
When information is withheld or not communicated others
Positive filtering-withholding non-relevant information
Negative filtering-withholding relevant infromation
Term
Say and spray
Definition
Significant amounts of info and hope it gets retained.
similar to student orientations
Term
Tell and sell
Definition
Tell the main issues and then sell the preferred solution
Term
Underscore and explore
Definition
Most effective because members give feedback
Term
Identify and reply
Definition
Employees identify issues and managers address them
Term
Withhold and uphold
Definition
Little information is provided by managers and party line held
Term
Encode and transmit message
Definition
1. Identify and overcome communications barriers
2. Choose communication media and channels
Term
Encode
Definition
Putting a message in an understandable term by using media and symbols
Term
Identify and overcome communication barriers
Definition
Noise: affects the 4 step communication process for both the sender and receiver
Time
Length of message
Semantic problems: different meanings for different people
Term
Chose communication media and channels
Definition
Media richness: reduces ambiguity
Proxemics: study of how physical space conveys messages
Term
Media richness
Definition
Face-to-face
Group meetings
Telephone
Voice-mail
Email
Reports
Web-posting
Term
Formal communication channels
Definition
Follow lines of authority that are shown on an organizational chart
Term
Infromal communication channels
Definition
May skip hierarchal levels and cut across vertical chains of command into different areas
Term
Grapevine
Definition
Informal network sharing along which unofficial information flows
Term
Information channels
Definition
The wheel: Taxi dispatcher
The Y: Class announcements
The Chain: assembly lines(Mc Donalds)
The Circle: follow up memo that mission was accomplished
All Channel Communication: reply to all button
Term
Receive and Decode message
Definition
Decoding: The process through which the receiver attributes meaning to the message
Perception: Stereotyping and selective perception
Term
Information flows from receiver to sender
Definition
Feedback: lets the sender know that the information has been received as intended
Term
Barriers to effective communication
Definition
Filtering
Language
Gender
Culture
Selective Perception
Information overload
Term
Overcoming barriers to communication
Definition
Use feedback
Simplify language
Listen actively
Constrain emotions
Watch non-verbal cues
Term
Controlling
Definition
The process of monitoring performance and comparing it to goals and correcting significant deviations.
Term
Four step control process
Definition
1.Establish key performance standards
2.Monitor performance
3.Evaluate performance
4.Respond accordingly
Term
Establish performance standards
Definition
Value chain refers to the sequence of activities needed to control an organizations inputs and outputs
Term
Inputs
Definition
Different resources that flow into an organizational unit
Term
Conversion process
Definition
Activities that occur within an organizational unit that add value to inputs and it creates outputs
Term
Outputs
Definition
The products and services that flow out from an organizational unit
Term
Types of control
Input
Definition
Feed-forward (Before)
Anticipates problems
Term
Types of control process
Process
Definition
Concurrent control (During)
Corrects problems as they happen
Term
Types of control
Output
Definition
Feed-back (After)
Corrects problems after they occur
Provides evidence of planning effectiveness and motivational information for employees
Term
Monitor performance
Definition
Data: facts and figures
Information: data that has been given meaning and deemed valuable
Information System: helps managers monitor performance by identifying, collecting, organizing and distributing information
Term
Evaluate performance
Definition
Compare information collected in second step to goals or standards in first step.
evaluate system and or individual performance
Term
Top quality management
Definition
Seeking continuous improvement in work systems so that products or services better meet the quality desired by customers
Shifts control away from individual employees to organizational systems
Term
Respond accordingly seeking to improve performance to meet standards
Definition
Methods:
Reward, punish and train workers as appropriate
Term
Immediate corrective action
Definition
Correct problem at once to get performance back on track
Term
Basic corrective action
Definition
Determining how and why performance has deviated and then correcting the source of deviation
Term
Revising the standard
Definition
Adjusting performance standard to reflect current and predicted future performance capabilities
Term
Accuracy of input
Definition
reliable and complete
Term
Timeliness
Definition
When needed
Term
Economy
Definition
Not too expensive
Term
Flexible
Definition
Must adapt to the situation
Term
Understandable
Definition
Know what it is
Term
Reasonable criteria
Definition
Standard must be attainable
Term
Strategic placement
Definition
In the right place at the right time
Term
Emphasis on the exception
Definition
Measure what is important, not everything
Term
Multiple criteria
Definition
Use more than one standard
Term
Corrective action
Definition
Do something if the standard is not met
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