Flashcards in HUEC MGT - Exam #1 (Part 2) Deck (70)
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
What are the 2 basic components of communication?
1. Sending = Sender → Encode → Transmit
2. Receiving = Receiver → Decode → Interpret
What is communication?
-Sender: encodes message
-Receiver: decode and interpret
Where can misinterpretation occur?
BOTH Mass communication and Interpersonal communication
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
What are the components of a message?
3. Nonverbal symbols;
4. Delivery style;
What are the part of the messages “package”?
4. Personal Characteristics = Verbal and Nonverbal
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
• Telephone calls
•Audio/ video recording
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
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
What is the Setting?
-Physical environment for communications;
-Type of work to be done dictates
•Meeting room, arrangement
Manager at the FRONT of the room or HEAD of the table
-Transfer of information from person in authority to subordinates;
Manager sits at the head of the table with group
Openness to 2-way communication
Manager sits at the table, but not at the head
Equality among group members
What are the different office furniture arrangements?
-Big desk in the middle of the office;
-Desk facing wall;
-Desk and separate work table
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.
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
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;
-Technology plays a role → Ringing phone, Fax and e-mail, Cell phones
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
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
What are the VERBAL personal characteristics?
-Accent »Regional variation of words; »Distinction from another area;
-Speed of natural conversation;
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)
What are Policies?
-Course of action selected from alternatives;
What are Procedures?
-Particular way of accomplishing something;
-Implementation of policy;
-Evolves over time
What is Protocol?
-Detailed plan of a scientific or medical treatment or procedure;
-System of rules that explain correct procedures
What makes policies EFFECTIVE?
-Clear, concise, simple language;
-Address policy not procedure;
-Consistent, logical framework
What are ESSENTIAL Company documents?
-HRM policy & procedure manual;
-Department policy & procedure manual
What is found in a Employee Handbook?
-Compensation = Wage & Hours, Employment Taxes, Workers’ Compensation;
-Standards of Conduct
-Safety and Security
-General employment = Labor laws. Foreign Workers, Immigration;
How do you write effective written policies and procedure documents?
-Concise, minimum of verbiage
-Do not include info that may become outdated
-Spell out acronym first time used
-Step-by-step instructions for completing forms (procedures only)