Week 7: Organisational Communication Flashcards Preview

Organisational Behaviour > Week 7: Organisational Communication > Flashcards

Flashcards in Week 7: Organisational Communication Deck (14)
Loading flashcards...
1
Q

Definition Communication

A

Communication:

is the process by which information is transmitted and understood between two or more people.

2
Q

What are the functions of effective communication in organisations?

A
  • Developing and maintaining organisational culture
  • Building social supports and bonds.
  • Facilitating knowledge management.
  • Enhancing high quality decisions and the provision of information.
3
Q

Name the model of communication (based on Stuart Hall)

A

Sender: makes piece of info into a message and encodes it into words, gestures, voice intonations, …

encoded message is transmitted in the context or medium

receiver decodes the message.

Noise = anything that interferes with expression or understanding of the message

4
Q

In which case is face-to-face communication better and in which case written communication?

A

face-to-face:
When we want to convey emotion or need to use persuasion,
•This is due to voice intonation, silence and the emotional tone of the conversation.

  • *Written communication**:
  • when details are required.*
5
Q

Computer-Mediated Communication

How has Email impacted on organisations

A

Positive outcomes include:
•Speed of communication has increased
• can be edited / stored
• coordinate timing
• reduces many selective attention biases
•Empowering to share information.

Negative outcomes include:
•Face-to-face interactions have decreased;
•It is difficult to convey the correct emotional tone;
•Many unnecessary messages are received.

6
Q

What are the five major elements of non-verbal communication?

A

The five major elements are:

  • Personal space;
  • Facial expression;
  • Eye contact;
  • Body language;
  • Touch.
7
Q

What are three major cross-cultural differnces in verbal communication?

A

1. Direct and indirect styles:
•Direct = explicit messages.
•Indirect = selection of words to hide feelings.

2. Personal versus the contextual style:
•Personal = focus on the speaker.
•Contextual = role of the speaker.

3. Instrumental versus affective style:
•Instrumental = goal orientated language.
•Affective = process orientated and receiver focused.

8
Q

What are three major cross-cultural differnces in non-verbal communication?

A
  • Non-verbal more important in some cultures than others
  • Gestures have different meaning around the world.
9
Q

Name the common forms of downwards communication

A
  • Instructions about job performance;
  • Information on policies/procedures;
  • Feedback on job performance;
  • Information on task coordination
10
Q

Which other communications types exists in a company besides downward communication?

A

Upward internal communication:
•Means of making both suggestions and complaints
•Leads to increased job satisfaction

Lateral or horizontal communication:
•Increases cooperation and coordination
•Means of sharing news and information
•Helps to develop and maintain interpersonal relationships

Informal internal communication:
•grapevine

11
Q

Name four common communication barriers

A

•Perceptions:
Differing mental models.

•Filtering:
•Deleting or delaying negative information.

•Language problems:
•When both the sender and receiver don’t share a common understanding of the words/symbols used.

•Information overload:
•When the volume of information exceeds the person’s capacity to process it.

12
Q

Organisational Communication and Work Outcomes

A
  • Employee satisfaction is enhanced by the frequency and quality of face-to-face interactions with supervisors.
  • Downward communication increases employee commitment.
  • The communication within a team is particularly important, with productivity increased when there is downward communication.
13
Q

Which are the three steps in listening?

A
  • Sensing: receiving signals and paying attention to them
  • Evaluation: decoding and understanding the message
  • Responding: motivates and directs future communication
14
Q

What is empathic listening?

A
  • Being able to put yourself in another’s place and see and hear from that person’s perspective.
  • Becoming aware of the speakers experience and feelings.
  • Setting a safe, comfortable climate for communication to encourage expression.
  • Recognising differences and, or probing to discover underlying emotions.