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
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