Chapter 11

Question 1

What two types of networks exist in organizations?

Answer 1

1. Formal communication networks: a system designed by management to dictate who should talk to you home. Consists of both vertical and horizontal communication:
   - Upward-subordinate to superior
   - Downward-superior to subordinate
   - Horizontal-communication amongst coworkers with different areas of responsibilities or departments that are considered to be on the same level.
2. Informal communication networks: Based on career interests, friendships, proximity, and shared personal aspirations. Think of context, time and place.

Question 2

Be familiar with the five tips that Dr. Armfield discusses concerning informal communication networks.

Answer 2

1. Everyone is a possible network connection, Everyone is a potential contact.
2. Treat everyone with respect.
3. Help others. Don’t be a drain on a network by only seeking, don’t be a mosquito.
4. Get a mentor. Seek out multiple mentors for your professional life.
5. Seek out secondary contacts or referrals from friends in your network.

Question 3

Be able to identify techniques for improving upward and downward communication.

Answer 3

1. Upward:
   - informal discussions with one or a few employees
   - discussions between higher management and first level supervisors
   - attitude surveys;
   - outside consultants
   - suggestion systems/boxes
   - internal publications with complaint or question/answer columns.
2. Downward:
   - small group meetings that value the exchange of information
   - company publications
   - supervisory meetings between managers and direct subordinates
   - mass meetings of employees
   - bulletin boards or posters
   - public address announcements
   - audiovisual presentations including webcasts or podcasts.

Question 4

Know the definition of media richness.

Answer 4

The potential information-carrying capacity data.
Four aspects to distinguish between rich and lean mediums:
1. Feedback-which allows for questioning
2. Multiple cues-includes nonverbal actions such as facial expressions, proxemics and gestures
3. Language variety-referring to the range of meaning that symbolic language is able to convey
4. Personal focus-the inclusion of personal feelings and emotions to customize a message