Chapter 15 Study Guide – Communication 1. Types of Communication Downward: Boss → Employee Example: Manager shows a worker how to do a task. Upward: Employee → Boss Example: Giving feedback to the manager. Horizontal: Same-level employees talk to each other. Formal: Official communication like emails, reports, meetings. Informal (Grapevine): Gossip or rumors, doesn’t follow chain of command. 2. Media Richness Rich media: Face-to-face, video calls → best for tricky problems. Lean media: Email, memos → best for simple, routine info. 3. Listening Skills Good listeners paraphrase what the speaker says. Focus on the speaker, not your own thoughts. Don’t just listen to people you agree with. 4. Efficient vs Effective Efficient: Sender-focused – message sent clearly and quickly. Effective: Receiver-focused – message is understood. 5. Nondefensive Communication Encourages openness, avoids judgment. Bad example: “You should work harder so people like you.” 6. Privacy & Digital Risks Identity theft is a privacy violation online. 7. Jargon vs Grapevine Jargon: Special work language. Grapevine: Informal gossip network

Downward Communication

Communication from a boss to an employee.

Upward Communication

Communication from an employee to a boss.

Horizontal Communication

Communication between same-level employees.

Formal Communication

Official communication like emails, reports, and meetings.

Informal Communication

Gossip or rumors that do not follow the chain of command.

Rich Media

Communication mediums like face-to-face or video calls best for complex problems.

Lean Media

Communication mediums like email or memos best for simple, routine information.

Listening Skills

Skills that include paraphrasing and focusing on the speaker.

Efficient Communication

Sender-focused, ensuring the message is sent clearly and quickly.

Effective Communication

Receiver-focused, ensuring the message is understood.

Nondefensive Communication

Communication that encourages openness and avoids judgment.

Identity Theft

A privacy violation where someone steals personal information online.

Jargon

Specialized language used within a profession.

Grapevine

An informal gossip network within an organization.