MGT_325_FS07_Exam_III_Study_Guide

MGT_325_FS07_Exam_III_Study_Guide - MGT 325 Test#3 Study...

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MGT 325 Test #3 Study Guide (Prof. Roth FS07) Chapter 11 – Communication (10 questions) Communication process -the steps between a source and a receiver that result in the transference and understanding of meaning - channel: the medium selected by the sender through which the message travels to the receiver - formal channels: communication channels established by an organization to transmit messages related to the professional activities of members -informal channels: communication channels that are created spontaneously and that emerge as responses to individual choices Direction of communication 1.) Downward Communication -flows from one level of a group or organization to a lower level -used by group leaders and managers to assign goals, provide job instructions, inform on policies/procedures, point out problems that need attention, offer feedback, etc. -Problems: -information overload -lack of openness: withhold info even if sharing is important -filtering: some info 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 -Coaching: important form of downward coaching -Downward communication in difficult times -important during mergers/acquisitions -full communication helps employees deal with anxiety -signals care and concern for employees 2.) Upward Communication -flows to a higher level in the group or organization -used to provide feedback to higher ups, inform them on progress toward goals, and relay current problems -keeps managers aware of how employees feel about their jobs, coworkers and the organization in general -managing upward communication: -managers should facilitate upward communication -managers must motivate people to provide valid information -upward communication can use informal channels 3.) Lateral (Horizontal) Communication -flows between members of the same work group -often necessary to save time and facilitate coordination -managing horizontal communication: 1
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-direct contact among managers -integrative roles, task forces, and project teams -management information systems -create a culture of openness, honesty, trust and mutual obligation Errors in communication -filtering: a sender’s manipulation of information so that it will be seen more favorably by the receiver -ex/ a manager telling his boss what the feels his boss wants to hear -selective perception: selectively interpreting what one sees on the basis of one’s interests, background, experience, and attitudes -ex/ an interviewer who expects female employees to put family ahead of career will see that regardless if the employee feels that way -information overload: a condition in which information inflow exceeds an individual’s processing capacity -with e-mail, IM, faxes, etc. overload is more common now -people tend to select out, ignore, pass over, or forget information with overload -emotions: how the receiver feels at the time of receipt of a communication
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MGT_325_FS07_Exam_III_Study_Guide - MGT 325 Test#3 Study...

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