Management Chapter 18

___ ___ refers to a limited number of people who are usually in proximity to each other, use many sensory channels, and are able to provide immediate feedback

sender/receivers, channels, transmitter, receptor

Elements of interpersonal communication

• Sender/____

• ____ (messages)

• ____ encoding

• ____ decoding

Transmitters

_____ are used by the sender, the means available for sending messages

receptors

____ - used by the receiver, the means available for receiving messages

Messages

____ include the sent data and the coded symbols that give particular meaning to the data.

channels

____ are the means by which messages travel from sender to receiver 

media richness

____ ___- is the capacity of a communication approach to transmit cues and provide feedback

cue

A ___ is a stimulus, either consciously or unconsciously perceived, that results in a response by the receiver. 

meaning

____ represents a person’s thoughts, feelings, beliefs, and attitudes

encoding

____ gives personal meaning to messages that are sent

Decoding

____ gives personal, interpreted meaning to messages that are received

feedback

____ is the receiver’s response to the message. It lets the sender know whether the message was received as intended

Noise, semantics, language routines, lying, distortion

Interpersonal barriers:

• ____

• ____

• __ __

• ____

• ____

Noise

__- represents any interference with the intended message in the channel 

semantics

___- is the special meaning assigned to words. The reason why same words mean different things to different people

language routines

A person’s verbal and nonverbal communication patterns that have become habits are known as ___ ____.

distortion

___- represents a wide range of messages that a sender may use between the extremes of lying and complete honesty. 

impression management

____ ____ represents the attempt by individuals to manipulate or control the impressions that others 

Dialouge

___ is a process whereby people suspend their defensiveness to enable a free flow of exploration into their own and others’ assumptions and beliefs. 

Assertive communication

___  ____ means confidently expressing what you think, feel, and believe while respecting the right of others to hold different views. 

direct and meta-communication

Communication occurs on two levels: ___ and __ __

Meta-communication

___-___ brings out the hidden assumptions, inferences, and interpretations of the parties form the basis of open messages. 

360-degree feedback

___-___ ____ is a questionnaire-based process that gathers structured feedback from a number of people about the competencies and behaviors of an individual or team. 

self-disclosure

__ ___- is any information that individuals communicate (verbally or non verbally)

Active listening

__ ___ involves paying attention, withholding judgement, reflecting, clarifying, summarizing, and sharing. 

Nonverbal communication

_____ ____ includes the process of sending “wordless” messages by means such as facial expressions, gestures, postures, emotional tones of voice, grooming, clothing, colors, and use or type of space. 

proximity, expressions, relative orientation, contact, eyes, individual gestures, voice, existence of adapters

A framework for considering types of personal nonverbal cues is PERCEIVE, an acronym that stands for:

• _____

• ____

• __ ___

• ____

• ____

• ___ ____

• __

• __ __ ___

proximity

____ is the physical distance between individuals.

expressions

____ are observed on the face

relative orientation

__ ___- is the degree to which individuals face one another. 

contact

___- refers to physical contact

Eyes

___ primarily show whom or what people are most interested in or like.

individual gestures

___ ___ can convey an image in a person’s mind that is sometimes not spoken

Voice

____ or speech often provides information about the demographics of a speaker. 

existence of adapters

___ __ ____ is the last element, they are small behaviors that tend to occur when people are stressed or bored with a situation

Intercultural communication

____ ____ occurs whenever a message sent by a member of one culture is received and understood by a member of another culture

cultural context

____ ___ the conditions that surround and influence the life of an individual, group, or organization

high-context culture

A ___ ___ ___ in interpersonal communication is characterized by the establishment of social trust before engaging in work-related discussions, the high value placed on personal relationships and goodwill, and the importance of the surrounding circumstances during an interaction. 

low-context culture

A ___ ___ ___ in interpersonal communication is characterized by directly and immediately addressing the tasks, issues, or problems at hand, the high value placed on personal expertise and performance, and the importance of clear, precise, and speedy interactions. 

Ethnocentrism

_____ occurs when individuals believe that only their culture makes sense, has the “right” values, and represents the “right” and logical way to behave 

Chromatics

_____ is communication through the use of color

chronemics

_____ reflects the use of time in a culture

a monochronic time schedule 

A _____ ___ _____ means that things are done linearly or one activity at a time 

polychronic time schedule 

A ____ ___ ___ means that people tend to do several things at the same time

An interpersonal communication network

An ____ ____ ___ is the pattern of communication flows, relationships, and understandings developed over time among people, rather than focusing on the individual and whether a specific message is received as intended by the sender.

Political skills

_____ ____- the ability to effectively understand others at work, and to use such knowledge to influence others to act in ways that enhance one’s long-term personal and/or organizational goals. 

Networking ability

____ ___- the degree to which individuals are adept at developing and using diverse networks of people.

Apparent sincerity

___ ___- the degree to which individuals appear to others as possessing high levels of integrity, authenticity, sincerity, and genuineness. 

Social astuteness

___ ___- the degree to which individuals were savvy observers of others and are keenly attuned to diverse social situations.

Interpersonal influence

____ ____- the degree to which individuals use a subtle and convincing personal style that exerts a powerful influence on those around them

the most

The (most/least) common form of informal group network is the grapevine

grapevine

The ____ is the unofficial, and at times confidential, person-to-person or person-to-group chain of verbal, or at times written, communication

Single-strand chain

____-____ ___ refers to one person telling a rumor to the next, who then tells the next person, who tells the next, and so on. 

Gossip chain

____ ____ refers to only one person spreading the message, telling the story to most everyone which the person comes in contact. 

Probability chain

____ ____ refers to one person randomly contacting several others and telling them the message.

Cluster chain

____ ____ refers to one person telling several close contacts who then pass it on to several people with whom they have close contacts. 

can’t

Informal group networks (can/can’t) be eliminated by leaders

a formal employee network

A ____ ____ ____ is the intended pattern and flows of employee-related communication vertically-between levels-and laterally- between individuals, teams, departments, and divisions.

cues, urgency, rapport

Three major challenges with email:

1. Emails lack ___ like facial expression and tone of voice

2. The prospect of instantaneous communication creates an ____ that pressures emailers to think and write quickly, which can lead to carelessness. 

3. The inability to develop personal ___ over an email makes relationships fragile in the face of conflict

e-body, tone, timing, tension

The emotional dimension conveyed through email has been termed -__ _____. It is primarily conveyed in three main areas:

1. ___

2. ___

3. ___