Chapter 11 (word)

Chapter 11 (word) - Chapter 11-Communication (10 questions)...

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Chapter 11-Communication (10 questions) Communication -The transference and understanding of the meaning The Communication Process Sender—initiates a message by encoding a thought Encoding Message—is the actual physical product from the senders encoding -when we speak, the speech is the message -when we gesture (movements of our arms/facial expressions) The Channel—is the medium through which the message travels -selected by the sender, who decides whether to use formal or informal channel Formal Channels -are established by the organization and transmit messages related to professional activities of members Informal Channels -personal or social messages -spontaneous and emerge as response to individual choices Receiver—is the object to whom the message is directed Decoding—happens before message is received -symbols must be translated into a form that can be understood by the receiver Noise—can be anything that interferes, or distorts the clarity of the message Feedback—is the final link in the communication process -the check on how successful we have been in transferring our messages as originally intended; determines whether understanding has been achieved Direction of Communication 1. Upward 2. Downward 3. Lateral Downward Communication: -Is communication that flows from one level of a group or organization to a lower level EX: Manager communicating with employee Problems: - Information overload - Lack of openness - withhold information even if sharing is important - Filtering - some information is left out •Message can be distorted by adding personal interpretation •The fewer the number of authority levels through which communication must pass, the less information will be lost or distorted
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Information Loss In Downward Communication: 100% Board 63% Vice Presidents 56% General Managers 40% Plant Managers 30% Supervisors 20% Workers Downward communication (cont.): - Coaching - important form of downward communication •dialogue with a goal of helping another be more effective and achieve her/his full potential on the job •used to deal with performance problems or to help person change behavior •coaches for executives sometimes hired from outside the firm •often incumbent on managers to coach themselves -Downward communication in difficult times •communication important during mergers and acquisitions •full communication helps employees deal with anxiety •signals care and concern for employees Upward Communication: -Is communication that flows from one level of a group or organization to a higher level -Used to provide feedback to higher-ups, and relay current problems Managing upward communication •managers should facilitate upward communication •managers must motivate people to provide valid information •upward communication can use informal channels Lateral/Horizontal Communication: -Communication between members of the same work group, at same level
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Chapter 11 (word) - Chapter 11-Communication (10 questions)...

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