CHAPTER 10: Communications

Question 1

Organizational Communication

Answer 1

Process by which information is exchanged between a sender and a receiver

Question 2

Organizational Communication: flow directions

Answer 2

• e.g., company-wide email from CEO (downward)
• Employee suggestions/ideas (upward)
• Communication between workgroups (horizontal)

Question 3

Effective Communication

Answer 3

The right people receive the right information in a timely manner

Question 4

Encoding

Answer 4

The sender translates thoughts into a message

Question 5

Decoding

Answer 5

The receiver interprets the message

Question 6

Noise

Answer 6

anything that can impede or hinder effective communication

Question 7

filtering

Answer 7

a sender manipulating information so that it will be seen more favorably by the receiver

Question 8

selective perception

Answer 8

receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics.

Question 9

defensiveness

Answer 9

individuals interpret another’s message as threatening, they often respond in ways that inhibit effective communication

Question 10

language

Answer 10

words mean different things to different people

Question 11

Voice

Answer 11

The constructive expression of disagreement or concern about work unit or organizational practices.
* More than just a complaint - a constructive suggestion for improvement
* Positively related to job performance and creativity

Question 12

Mum Effect

Answer 12

Avoiding communication of bad news to prevent negative reactions.

Question 13

Antecedents to Voice

Answer 13

Needs to be a psychologically safe environment
Voice is positively related to:
* Extraversion
* Conscientiousness
* Job satisfaction, satisfaction with supervisor
* Organization justice
* Identification with organization

Question 14

Challenges for Upward Communication

Answer 14

• e.g., suggestion boxes, hotlines, etc.
  Make sure employees know that management wants to hear them, put mechanisms in place to ensure this, listen, and respond!

Question 15

Giving Feedback - Tips

Answer 15

specific, accurate, complete, consistent over time, and actionable/useful.

• intend to be helpful
• describe behaviors and their effects
• provide specific examples
• indicate a sincere willingness to help

Question 16

Receiving Feedback - Tips

Answer 16

• try to understand feedback
• try to avoid becoming defensive
• assume the feedback giver is trying to be helpful
• ask for clarification and examples if needed
• summarize by rephrasing the feedback
• take responsibility for any behaviors that you agree might have been unhelpful and show a sincere willingness to modify these behaviors don’t take it personally