HUEC MGT - Exam #1 (Part 2) Flashcards Preview

Spring 2015 > HUEC MGT - Exam #1 (Part 2) > Flashcards

Flashcards in HUEC MGT - Exam #1 (Part 2) Deck (70)
Loading flashcards...
31

What causes Poor Understanding?

-When there is a mismatch between the MEANING/ ENCODING of the message and what is DECODED as the meaning ;
-Method of encoding must equate to the meaning of the message

32

What are the 2 basic components of communication?

1. Sending = Sender → Encode → Transmit
2. Receiving = Receiver → Decode → Interpret

33

What is communication?

-Sender: encodes message
-Receiver: decode and interpret

34

Where can misinterpretation occur?

-Misinterpretation
BOTH Mass communication and Interpersonal communication

35

What are the differences in listening and hearing?

-Hearing - physical sense, involuntary, passive, automatic without attention;
-Listening - active process, requires effort/attention, to decode messages

36

What are the components of a message?

1. Content;
2. Language/Vocab;
3. Nonverbal symbols;
4. Delivery style;
5. Complexity;
6. Focus

37

What are the part of the messages “package”?

1. Channels
2. Setting
3. Timing
4. Personal Characteristics = Verbal and Nonverbal

38

What is a Channel?

-Pathway between the sender and receiver → Usually chosen by the SENDER;
-A message can be sent through more than one channel
-Examples:
•Face-to-face
• Telephone calls
•Memos
•Letters
•E-mail
Newsletter
•Audio/ video recording

39

What is a Direct Channel?

-A communication pathway in which the message sent is targeted to a specific group(s) or person(s);
-More certain that the person receives the message

40

What is an Indirect Channel?

-A communication pathway in which the receiver is not;
-No assurance that a specific person will receive the message;
-Examples: “Grapevine”, radio, television, newsletter

41

What is the Setting?

-Physical environment for communications;
-Type of work to be done dictates
•Meeting room, arrangement
•Office, furniture

42

Manager at the FRONT of the room or HEAD of the table

-Transfer of information from person in authority to subordinates;
-Informative meeting

43

Manager sits at the head of the table with group

Openness to 2-way communication

44

Manager sits at the table, but not at the head

Equality among group members

45

What are the different office furniture arrangements?

-Big desk in the middle of the office;
-Desk facing wall;
-Desk and separate work table

46

There’s an appropriate place for everything =

1. Discipline = Not the hallway or break room;
2. Private Information = Office or meeting room, in a car during travel;
3. General information= Locker room, local coffee shop, etc.;
4. To cover your back… If you are meeting with a DIFFERENT gender, it is smart to not close the door completely or meet in a room with windows.

47

What is appropriate timing for management to deliver information?

-Important information should be given early in the day, at the beginning of the week ;
-DO NOT…Assign a major project the day before an employee’s scheduled vacation;
-DO…Make major announcements early in the day and toward the beginning of the week

48

What is Noise?

-Anything that interferes with the delivery of the message;
-Words the receiver doesn’t understand;
-Giving the message in the wrong place, at the wrong time, or in a bad format;
-External factors;
-Technology plays a role → Ringing phone, Fax and e-mail, Cell phones

49

What is Feedback?

-The process of responding to messages after interpreting them;
-This allows the sender to know that the message was received and understood;
-Feedback allows immediate results if clarification is necessary
→ Oral in person faster

50

How do VERBAL personal characteristics of the sender impact the message?

-May enhance communications;
-May be neutral;
-May interfere with the message;
-May not be possible to change these
**Can have positive or negative impact on message

51

What are the VERBAL personal characteristics?

-Accent »Regional variation of words; »Distinction from another area;
-Speed of natural conversation;
-Tone;
-Pitch;
-Rhythm

52

What are the NONVERBAL personal characteristics of the sender that can impact the message?

1. Props (artifacts);
2. Space (proxemics) = Personal, social, public; May depend on setting type of message
3. Body language = Hands, face, eyes (habitual, unconscious)

53

What are Policies?

-Course of action selected from alternatives;
-Rule

54

What are Procedures?

-Particular way of accomplishing something;
-Implementation of policy;
-Evolves over time

55

What is Protocol?

-Detailed plan of a scientific or medical treatment or procedure;
-System of rules that explain correct procedures

56

What makes policies EFFECTIVE?

-Clear, concise, simple language;
-Address policy not procedure;
-Consistent, logical framework

57

What are ESSENTIAL Company documents?

-Employee handbook;
-HRM policy & procedure manual;
-Department policy & procedure manual

58

What is found in a Employee Handbook?

-Non-Disclosure Agreement
-Anti-Discrimination Policies
-Compensation = Wage & Hours, Employment Taxes, Workers’ Compensation;
-Work Schedules
-Standards of Conduct
-Safety and Security
-General employment = Labor laws. Foreign Workers, Immigration;
-Employee Benefits
-Leave Policies
-Attendance Policies

59

How do you write effective written policies and procedure documents?

-Concise, minimum of verbiage
-Factual
-Do not include info that may become outdated
-Spell out acronym first time used
-Step-by-step instructions for completing forms (procedures only)

60

What type of channel is written communication?

-When written communication is used exclusively as the PRIMARY channel of communication;
-People are not able to be physically present;
-Confidence that everyone is getting the same message;
-Examples of this are…
oEmployee handbook
oCafeteria benefits package
oSolicitation
oProcedure manuals
oHuman resources policy
**These can be distributed on flash drives or DVDs