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OB > Topic 7 - Communication > Flashcards

Topic 7 - Communication Flashcards

1
Q

which parts of the communication process model considers the sender?

A
  • chooses a message
  • encodes the message
  • chooses the channel
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2
Q

which parts of the communication process model consider the receiver?

A
  • decodes message

- provides feedback

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3
Q

starting at the sender, what are the steps of the communication process model?

A
  1. Sender
  2. Chooses a message
  3. Encodes a message
  4. Chooses the channel
  5. Noise
  6. Receiver
  7. Decodes Message
  8. Provides Feedback to Sender
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4
Q

What are communication channels?

A

the steps between a source and a receiver that result in the transfer and understanding of meaning

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5
Q

what are the two kinds of communication channels?

A

formal and informal

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6
Q

what are formal communication channels?

A

established by a organizations to transmit messages related to the professional activities of members

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7
Q

what are informal communication channels

A

created spontaneously and that emerge as responses to individual choices

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8
Q

which communication channels are low richness?

A
  • formal reports, bulletins (least)
  • memos, letters
  • prerecorded speeches
  • email
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9
Q

which communication channels are high richness?

A
  • face-to-face conversations (most)
  • video conferences
  • telephone conversations
  • live speeches
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10
Q

What are some factors that may influence the sender encoding process?

A 
Verbal = words
Nonverbal = 
- paralanguage (pitch, tone, etc)
- kinetics (gestures, posture)
- proxemics (eye behaviour, facial expression, personal space, etc)
- contact vs. non contact cultures
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11
Q

What are some factors that may influence the receiver decoding process?

A

Barriers:

  • cultural differences
  • perceptual screens
  • language, ambiguity, jargon
  • status
  • gender
  • defensive communication
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12
Q

Body language: arms crossed

A
  • protecting themselves
  • not sure
  • in disagreement
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13
Q

Body language: fists-clenched, arms crossed

A
  • hostile attitude

- not in agreement, but not showing it

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14
Q

Body language: double arm grip

A
  • insecure
  • not buying what you are selling
  • thinking
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15
Q

Body language: arms at the back, one gripping the other

A
  • frustrated
  • angry
  • thinking
  • self-control
  • different than having hands loosely together
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16
Q

Body language: the leg twine

A
  • shy, timid

- trying to make self smaller

17
Q

Body language: looking at eachother with arms and legs crossed

A

uncertain about eachother

18
Q

Body language: looking at eachother openly

A

open and accepting

19
Q

Body language: crotch display

A

used by tough people to intimidate

20
Q

will a certain body language lead to the corresponding mental state?

A

LIKELY

21
Q

What are the 9 barriers to effective communication?

A
  1. filtering
  2. selective perception
  3. information overload
  4. emotions
  5. language
  6. silence
  7. nonverbal communication
  8. lying
  9. cultural barriers
22
Q

what is filtering?

A

sender’s manipulation of information so that it will be seen more favourably by the receiver

23
Q

what is selective perception?

A

people’s selective interpretation of what they see based on their interests, background, etc.

24
Q

what are the 5 cultural barriers to communication?

A
  1. semantics
  2. work connotations
  3. tone differences
  4. differences in conflict tolerance
  5. cultural context
25
Q

How are semantics a cultural barrier to communication

A

non-translatable words

26
Q

how are word connotations a cultural barrier to communication?

A

same words mean different things

27
Q

what is cultural context?

A

the degree of relying on nonverbal and subtle situational cues when communicating

28
Q

Examples of High context cultures

A

China, Japan, Korea

29
Q

Examples of Low Context Cultures

A

Germany, Switzerland

30
Q

Is Canada low or high context?

A

in the middle, but closer to LOW

31
Q

high context cultures:

A

rely heavily on nonverbal and subtle situational cues in communication

32
Q

low context cultures:

A

rely heavily on words to convey meaning in communication

33
Q

What are some suggestions for communicating with people from other cultures?

A
  • know yourself
  • foster a climate of mutual respect, fairness, democracy
  • learn the cultural context of each person
  • listen
  • state facts, not interpretations
  • consider other person’s point of view
  • proactively maintain the identity of the group
34
Q

what are three strategies for communicating effectively?

A
  1. Active Listening
  2. Supportive communication (non-defensive)
  3. Effective feedback
35
Q

How can we be active listeners?

A
  • show interest
  • paraphrase
  • reflect back the speakers implicit thoughts/feelings
  • ask sincere, open-ended questions
36
Q

How to use supportive communication?

A
  • be descriptive rather than evaluative
  • use SPECIFIC communication, not global
  • Own your statements and feelings (“I” not “we”)
  • words and body language match thought and feelings
37
Q

How to provide effective feedback?

A
  • specific
  • timely
  • focus on problem, not person
  • frequent
38
Q

what are the three directions of organizational communication?

A
  1. downward
  2. lateral
  3. upward

OB (7 decks)

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