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BA304 Final Exam Review

BA304 Final Exam Review - BA304 Final Exam Review Read and...

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BA304 Final Exam Review Read and study chapters 11, 12, and 14 from the text I. Communication: The transmission of information and meaning from one party to another; one of the most important factors in mgmt. a. Communications Model : Most important model for CEO’s. i. Sender---Source of the message and meaning 1. Encoding--- Sender translates into meaningful symbols i. Receiver--- Target or recipient of message 1. Decoding--- Process where receiver translates/interprets the message and makes sense of it ii. Message--- Content; verbal or non verbal signals iii. Channel--- Medium through which the message travels iv. Feedback--- Receives response which is also a message v. Noise--- Anything that disrupts the channel vi. The sender encodes the message to the receiver, who decodes the message. The message is being sent through a channel which may contain noise to obstruct the message from being conveyed to the receiver. Once the messages is received, the receiver responds by giving feedback b. Problems/Issues in Communications: i. Encoding/Decoding: Might not have good vocab, not know how to say/interpret, or may have fear or anger ii. Noise: Static—Background—anything that disturbs channel iii. Channel Richness iv. Org Barriers: Status/position, too many levels v. Individual Barriers: Assumptions, secrecy, power, bias/prejudice c. Channel Richness: Involvement between sender and receiver. More rich is it the more immediate feedback, more dialogue, but it is expensive and takes time. i. RICH--- Physical presence; one on one; best for novel messages or emotional messages ii. Two-way channel--- Telephone iii. One-way channel--- Memo 1. Email: Instant messages and chatting is more two-way while straight up email is more one-way iv. LEAN--- Anonymous; announcement on board; best for routine messages 1. When everyone understands rules 2. STOP SIGN/junk mail d. Interpersonal Communication: i. Igniter Phrases: Engender more discussion 1. How can I help? Let’s try it. Good idea ii. Killer Phrases: Shut it down 1. We’ve tried that before. Not in budget. “But…” e. Nonverbal Communications:
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i. Body language: Body--kinesics ii. Space: How you use it—proxemics—effect of space on communication iii. Dress: Effects perception iv. Non-verbal cues: example is body language and SILENCE v. Tone of voice and eye contact as well f. Withholding Information: 3 reasons/ways to withhold information i. Power: Information is power ii. Secrecy: Only appropriate if there is a legitimate need iii. Diffusion: Carefully planned and executed dissemination of information II. Knowledge of Results (KR): AKA feedback. There are two areas: one is research where people do research on feedback, the other is your managerial style which is how you break good/bad news from feedback. a. Research Model Approach: i. Intrinsic VS Extrinsic 1. Intrinsic—Feedback from cues inside self; you feel it.
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