MGMT Chap. 13

Communication

The process by which information is exchanged and understood by two or more people.

Message

The tangible formulation of an idea to be sent to an employee.

Communication Apprehension

An individual’s level of fear or anxiety associated with either real or anticipated communication.

Feedback

Occurs when the receiver responds to the sender’s communication with a return message.

Channel

The medium by which a message is sent, such as a phone call, blog, or text message.

Open communication

Sharing all types of information throughout the organization and across functional and hierarchical boundaries.

Centralized Network

A structure in which team members must communicate through one individual to solve problems or make decisions.

Decentralized Network

A network in which individuals can communicate freely with other team members.

Manager Feedback

When a manager uses evaluation and communication to help individuals learn about themselves and improve.

Listening

The skill of grasping both facts and feelings to interpret a message’s genuine meaning.

Nonverbal communication

Communicating through actions, gestures, facial expressions, and behavior rather than through words.

Channel richness

The amount of information that can be transmitted during a communication episode.

Social media

A group of Internet-based applications that allows the creation and exchange of user-generated content.

Personal networking

Aquiring and cultivating personal relationships that cross departmental, hierarchical, and even organizational boundaries.

Personal Communication Networks

Channels that coexist with formally authorized channels and connect people across boundaries for sharing information and accomplishing tasks.

Grapevine

A system that carries workplace gossip, a dominant force in organization communication when formal channels are not functioning effectively.

Downward Communication

Messages sent from top management down to subordinates.

Formal Communication Channels

A channel that flows within the chain of command or task responsibility defined by the organization.

Horizontal Communication

The lateral or diagonal exchange of messages among peers or coworkers and includes team communication.

Upward Communication

Messages that flow from the lower to the higher levels in the organization’s hierarchy.

Encode

Select symbols with which to compose a message and chooe a communication channel.

Decode

Interpret symbols to understand the meaning of a message.

Vision

An attractive, ideal future that is credible yet not readily attainable.

Candor

Using “I” statements, sticking to facts rather than judgement, and being clear, specific, and direct requests.

Organizational Conversations

A dynamic form of communication characterized by a give-and-take exchange of info.