Term
| What is the definition of communication? |
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Definition
| The exchange of information between a sender and a receiver and the interference of meaning between the individuals involved. |
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Term
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Definition
Exchange + Meaning
(Information) (Understanding) |
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Term
| What are the three steps of the communication process and their meanings? |
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Definition
1)Sender (Encoding): Formulating the message; Translating thought into language; "talking"
2) Channel (The medium): The medium; sending the message; meeting, phone, E-mail, words vs. pics
3) Receiver (Decoding): Re-translating the message, "Listening" |
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Term
| What are the six parts of encoding |
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Definition
1)Competence: poor encoding ability
2)Assertiveness: Under (shyness)/ Over (Aggressiveness)
3)Language: Different "meanings" attributed to words
ESL - Language spoken
Jargon/Overly-Technical
Overly "Politically Correct"
Cross-Cultural
Cross-Generational
4)Ambiguous/Equivocal
5)Filtering:Sender's manipulation to increase favorability
6)Purposeful Distortion/Lying |
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Term
| How do the Formal and Informal forms of communication differ? |
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Definition
1)Formal/Hierarchical: Vertical (Upward,Downward)/Lateral
2)Informal/Grapevine:
a)Fast, 75% accurate, used when threatened/insecure/changes
b)Roles: Liaisons- Pass information on to others;Moles- Get info for personal
Moles - Get info for personal enhancement of status
c)Issue of "Rumors" - To reduce (Balance/Open); Strategic use to convey information (Encode); Strategic use to hear information (Decode) |
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Term
| What are the six parts of Decoding? |
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Definition
1)Prejudice/Stereotypes
2)Selective Perception
3)Poor Feedback: Not balance, specific, rapid, objective, controllable
4)Defensiveness: Ego-orientation (versus accuracy)
5)Poor Listening - Style Fit; Results/Reasons/Process
6)Poor Listening - Should be active - question, signal, paraphrase, polite |
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Term
| What are the 5 characteristics of Non-Verbal Communication? |
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Definition
1)Up to 60% of the message comes from nonverbal cues
2)Kinesics: Body language, Gestures, Facial Expressions
3)Proxemics: Space/Distance
4)Paralanguage: Tone, Pace
5)"Actions speak louder than words" |
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Term
| What do you need to know about gender differences? |
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Definition
Source: Biology or Roles?
Many differences
Implication: Learn to "Genderflex" /re diversity |
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Term
| What are the two aspects of Supportive Communication? |
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Definition
To overcome Defensiveness - threatened
To overcome Disconfirmation - Belittled |
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Term
| What are the four Theories of Motivation? |
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Definition
1) Need Theories: What do people want?
2) Job Theories: What do jobs offer?
3) Action Theories: How do people act in their jobs?
4) Outcome Theories: What are the results of their actions? |
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Term
| What is the definition of motivation? |
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Definition
| It is the psychological process that cause the arousal, direction, and persistence of voluntary actions that are goal directed; to fill a "gap." |
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Term
| In terms of motivation, what is arousal, direction, and persistence? |
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Definition
1)Arousal: Energize; to exert effort
2)Direction: Focus; toward (organizational) goals
3)Persistence: Regulation; to maintain it |
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Term
| What is the model for understanding Motivation Theories? |
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Definition
| Needs -> Jobs -> Actions -> Outcomes |
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Term
| What is Maslow's Hierarchy of Needs?(Triangle) |
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Definition
-University Ordering of Needs/Prepotency(insert Picture)
-Five Categories of Needs
-Higher (Internal) & Lower (External) |
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Term
| What is the Alder's ERG Theory? |
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Definition
(Insert Picture)
Simpler Refinement
Less Rigid
Frustration-Regression |
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Term
| What is the McClelland's Three-Needs Theory? |
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Definition
Nach(Achievement): Excel/Succeed
re: Risk, Control, Feedback
Npow (Power): Control/ Influence
Socialized vs. Personalized
Naff (Affiliation): Relationships
Establish and Spend Time |
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Term
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Definition
| Changing content (what you do and/or process (how you do it) |
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Term
| What is Taylor's scientific Management Theory (External Motivation)? |
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Definition
- Find "one best way to perform each job (vs. hunch/intuition)
- Time/Motion - standardization and specialization
- Increased output an average of 200% or more -- $$$ |
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Term
| What is Hertzberg's Motivator-Hygience Theory? |
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Definition
Independent dimensions of satisfaction and dissatisfaction
1) Hygiene Factors: Dissatisfaction (--) to neutral (0)
- Context of job (conditions, Peers, supervisors, salary)
- Link to Alternative Work Schedules
- Link to "Family-Friendly" Policies
2) Motivator Factors: Neutral (0) to satisfaction (+)
- Job itself (achievement, recognition, responsibility)
- Link to Job Enrichment (Vertical Expansion) vs Job Enlargement (Horizontal Expansion) vs Job Rotation (Horizontal Variety) |
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Term
| What are the 5 parts of the Hackman & Oldman's Job Characteristics Model (Internal Motivation)? |
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Definition
1) Skill Variety - Different, diverse activities
2) Task Identity - Completion of identifiable piece of work
3) Task Significance - Have substantial impact on others
4) Autonomy - Freedom and discretion
5) Feedback - Information about performance |
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Term
| What are the four ways to increase performance? |
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Definition
- Difficult goals - Aim higher/Not impossible
- Specific Goals - Quatifiable (vs. "do you best)/ clear target
- Feedback - Information on progress/Make adjustments
- Goal Commitment - Acceptance of goals/Increase persistence (participation often increases goal commitment |
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Term
| What are the three components of Expectancy Theory and what do they mean? |
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Definition
Three components M=f (E->P, P->O, O->G)
E->P = Expectancy - Personal Efficacy
P->O = Instrumentality - Reward system
O->G = Valence - Reward-Goal Fit |
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Term
| What are the links for the three components of the Expectancy Theory? |
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Definition
(E->P) Link to placement/Training/Resources
(P->O) Link to performance-based(variable) comparison
(O->G) Link to flexible benefits/cafeteria plans |
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Term
| What are 5 examples of Reinforcement theory? |
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Definition
1) (+)Bonuses, Raises, Great Assignment
2) (--) Demotion, Termination, Embarrassment
3) Lotteries to reduce absenteeism, Poker Technique
4) Well-pay versus sick pay (HMOs)
5) Employee discipline--Hot stove approach |
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Term
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Definition
- Social comparison/ Justice, Fairness!
- Equity-Perceived ratio of inputs to outcome
- Examine Inputs & Outputs, Calculate Ratio |
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Term
| What is Cognitive Evaluation Theory? |
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Definition
Paying someone to do a task can actually DECREASE their internal motivation (i.e. LOVE) for that task.
Increase External Rewards->Decrease Internal
Due to shifting LOCUS of control from internal to external |
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Term
| What is Influence? Does it only go from top to bottom? |
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Definition
It is the ability to get things done in a social situation.
It flows both ways... duality of influence. |
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Term
| What are some ways that you can influence someone? |
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Definition
Consultation
Rational Persuasion
Inspirational Appeal
Pressure Tactics
Coalition Tactics
Upward Appeals
Exchange Tactics
Ingratiation |
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Term
| What are the three possible outcomes that you can get when you try to influence somebody? |
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Definition
Commitment (100%)
Compliance (Bare Minimum)
Resistance |
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Term
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Definition
| Potential to influence somebody |
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Term
| What are the five things that have power over you? (What do they have that influences you?) |
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Definition
Reward = Benefits/Resources
coercive = Harm/Threats
Legitimate = Position/Authority
Expert = Knowledge/Info
Referent = Charisma/Attraction |
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Term
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Definition
| It is the use of influence outside accepted authority relationships. To enhance self interests. |
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Term
| What should you know about politics? |
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Definition
| It is neither good of bad, but you should not be politically naive. |
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Term
| What are the seven ways people play politics? |
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Definition
1)Attacking/Blaming others (Scapegoating)
2)Praising others (Ingratiation; to become more likeable/Flattery)
3)Creating Obligations (Reciprocity)
4)Advertising Successes (Acclaiming)
5)Manipulating information
6)Forming coalitions/Associations
7)Managing Self Presentation--Impression Management |
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Term
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Definition
| It is the perceived clash of interests/influence attempts |
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Term
| Conflict can be good or bad. It depends on what three things? |
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Definition
1) Type: Functional vs. Dysfunctional
2) Nature: Cognitive vs. Affective
3) Amount: Appropriate vs. Too Much or Too Little
- Too Little: overconformity, apathy, stagnation
- Appropriate: stimulation, interest, creativity
- Too Much: Discontent, disruption, chaos |
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Term
| What does a Conflict vs. Performance graph look like? |
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Definition
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