Organizational Communication Final Exam Study Guide 1

Flashcards for vocabulary review for the Organizational Communication final exam.

Organizational Communication

The study of why and how organizations send and receive information in a complex systemic environment.

Interdependence in Organizations

Internal interaction and coordination between organizational units is required to produce successful products and services.

Bottom Line

Organizational/financial success and the ability to make a profit.

Aristotle

Credited with Communication Rhetoric – ethos, pathos, and logos

Communication Goals

To inform, to persuade, and to promote goodwill

Communication

Only happens when meaning is transmitted between a sender and receiver.

Terms of the Communication Model

Sender, receiver, channel, feedback, message, decoding, encoding, interference (communication noise), verbal and non-verbal signs and symbols

Nine Types of Non-Verbal Communication

Kinesics, haptics, proxemics, chronemics, olfactics, oculesics, artifacts, paralanguage, and physical characteristics.

Percentage of Message from Non-Verbal Components

Up to 75% of the message.

Percentage of Manager's Time Spent Communicating

70-80%

Communication Contexts

Intrapersonal, Interpersonal or Dyadic, Group, Public and Mass

Purpose of Organizational Theories

To predict or explain organizational behavior.

Major Types of Management Theories

Classical, Scientific, Human Relations/Resources, Theory X & Y

Hawthorne Studies Findings

People respond positively when they are asked to give input and when they receive attention to see that their input has value

Scalar Chain

The traditional chain of command in an organization

Gangplank

A temporary interdepartmental connection that is not recognized officially by the organization but is needed to work together to get things accomplished or work on as a team.

FISH Philosophy

Play, Choose your attitude, Be there, Make their day

Equifinality

Suggests that there are multiple methods that can result in the same outcome

Why 9/11 lead to the recognition of 'Systems Theory' in organizations

We need to be aware of the external environment and world affairs in addition to the internal environment of an organization, Communication needs to flow in all directions inside the organization

Strategic Ambiguity

Being purposely vague

Danger of Deception in Organizations

Compromises transparency

Value of a Code of Ethics

The code needs to be well thought out and functional, Guidelines need to be published or easily accessed by all employees, Top management needs to be committed to enforcing the code, There needs to be a method of enforcement

Categorical Imperative

Assumes that there are universal absolutes regarding what is or is not ethical

Utilitarianism

Determines ethics by looking at the 'collective happiness'

Veil of Ignorance

Decisions should be made with no consideration of political, financial, or role influence

Aristotle's Golden Mean

People weigh the extremes and make decisions that fall between both extremes, in the middle.

Crisis

Any unanticipated event, incident, situation, or development that has the potential to damage or destroy an organization’s reputation.

Two Theories discussed include

Stakeholder theory and image restoration theory.

10 Steps to Crisis Communication Planning

Secure commitment from top management to be open and honest during crises, Establish a crisis communication team, Brainstorm potential crises, Identify stakeholders and prepare appropriate messages, Choose methods for communicating messages, Choose the best sequence for disseminating messages, Identify spokespersons and establish a communication center, Coach and use simulations, Update the plan periodically