Bus 272 D1 - Final Week Slides

Bus 272 D1 - Final Week Slides - Communication and Decision...

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Communication and Decision Making Chapters 10 and 12 Final Week Bus 272 – D100 Summer 2009
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The Communication Model
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Formal Communication Manager Employees Executive Lines of authority & reporting relationships (aka ‘organization chart’) = Chain of Command Downward Communication = from top to bottom Upward Communication = from bottom to top Horizontal Communication = between departments
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Formal Communication Manager Employees Executive Filtering = changing the message, watering it down, or stopping it altogether Slowness = taking forever for messages to move up or down the chain of command Open Door Policy = communication with no chain of command
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Informal Communication aka “The Grapevine” Hole – “Out of the Loop” Linchpin, Gossiper Rumours = a belief being circulated in the grapevine, but unverified (believe could be true or false)
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Jargon Slang for each organization, specialized acronyms or analogies for specific jobs, occupations, or the business Revenue Canada “Push the RAP through if its over tolerance” bill that sucker if its over $40 “If a TC581 warning appears, the file goes to the police.” this person pulled a gun on an auditor once Health Care “Code White” violent patient or family member “Sitter” care aides who sit with patients to ensure they don’t wander out of their beds or the hospital
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Body Language Non-verbal communication sent by bodily motions facial expressions, eye contact, hand movements, posture, face colour (blushing), etc
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Props, Artifacts, Costumes “Dress for Success” Standardized uniforms help identify customer service employees Sharp dress confirms stereotypes of ‘success’ or ‘affluence’
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Office Décor – The Old
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The New ‘Office’
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Culture Context – How literal is our messaging?
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Information Richness – How much info can the medium carry?
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Synchronization – when was it sent, and when did I read it?
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Organizational Approaches to Improve Communication 360 Degree Feedback – not only does my boss give me
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Bus 272 D1 - Final Week Slides - Communication and Decision...

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