Chapter 6

Question 1

Define communication (2)

Answer 1

• transfer and understanding of a message between two or more people
• for motivating to providing information, control, or express emotion

Question 2

Difference between formal and informal channel (2)

Answer 2

formal channel: communication channel established by organization to transmit message related to professional activities

informal channel: communication channel that are created spontaneously and that emerge as response to individual choices

Question 3

Define channel (1)

Answer 3

• medium through which messages travel

Question 4

Define communication apprehension (1)

Answer 4

• undue tension and anxiety about oral communication, written communication, or both

Question 5

What are the three effective communication ability (3)

Answer 5

• handle multiple cues at a time
• rapid feedback
• very personal

Question 6

Define channel richness (1)

Answer 6

• the amount of information that is transmitted through the communication episodes

Question 7

Difference between routine and non-routine channels (2)

Answer 7

• routine: straightforward and have minimum ambiguity (lower richness)
• non-routine: message are likely to be complicated and have potential to be misunderstood (higher richness)

Question 8

What channel do manager want to use (1)

Answer 8

• rich channel of non routine

Question 9

9 barriers to effective communication (9)

Answer 9

• filtering
• selective perception
• defensiveness
• emotion
• language
• non verbal communication
• stress
• silence
• overload of information

Question 10

Define filtering (1)

Answer 10

• sender manipulation of information so that is may seem more favourable by reader (distorting communication)

Question 11

Define selective perception (1)

Answer 11

• based on your needs, motivation, experience, background, and other personal characteristics

Question 12

Define defensiveness (1)

Answer 12

• people feel threatened and reduce their ability to mutually understand

Question 13

Define information overload (1)

Answer 13

• state in which more information is given than one can process (might neglect, select, or ignore certain information)

Question 14

Define language (1)

Answer 14

• sender tend to assume same words and phrase mean the same to receiver as to them (minimize communication)

Question 15

Define silence (1)

Answer 15

• absence of information (silence can be powerful)

Question 16

Define non-verbal communication (3)

Answer 16

• message convey through body movement, facial expression, and the physical distance
• intonation: emphasize, give to word and phrases missing
• proxemics: the physical distance of interpersonal relationship

Question 17

The importance of non verbal communication (2)

Answer 17

• extent to which an individual likes another and its interested in him or her
• relative perceived status between receiver and sender

Question 18

How do you create less stressful communication (3)

Answer 18

• be clear
• be aware of non verbal communication
• think carefully about how to state things

Question 19

Different types of current communication (4)

Answer 19

• email
• instant messaging and text messaging
• social networking: promoting value
• blog: website with short entries written and displayed in chronological order

Question 20

Limitation to emails (4)

Answer 20

• privacy concern
• misinterpreting the message
• communication negative message
• time consuming nature of emails

Question 21

Limitation towards reducing time consuming nature of emails (4)

Answer 21

• do not read emails in the morning
• check emails in batches
• email emotion
• declare email bankruptcy

Question 22

Communication barrier between women and men (1)

Answer 22

• men use talk to emphasize status and women to create connections

Question 23

Cultural barrier to communication (4)

Answer 23

• barrier created by semantics: word do not translate
• barrier created by word connotation: words translate differently
• barrier created by tone difference: private and public speaking
• barrier created by difference in perspectives: how you view the world

Question 24

How to overcome cross cultural differences (4)

Answer 24

• assume difference until similarity is proven
• be empathetic
• treat interpretation as a working hypothesis
• emphasize description rather than interpretation or evaluation

Question 25

Define conflict (1)

Answer 25

- process in which one party perceived the other party has negatively affected or is about to negatively affect something the first party cares about

Question 26

Define functional and dysfunctional conflict (2)

Answer 26

- functional: conflict that supports the goal of the group and improved performance (lower conflict of continuum) - dysfunctional" conflict that hinders group performance (unable to achieve goal- higher conflict of continuum)

Question 27

Define cognitive and affective conflict (2)

Answer 27

- cognitive: conflict that is tasked oriented and emphasize difference in perception and judgement - affective: conflict that is emotion and aims at a person rather than issue

Question 28

Define dual concern theory (1)

Answer 28

- one's degree of cooperativeness (one's degree to satisfy other concern) and assertiveness (on'es degree to satisfy one's concern) determine how a conflict to be handled

Question 29

5 types of conflict management strategies (5)

Answer 29

- forcing: imposing - problem solving: accepting the problem - yielding: accepting - avoidance: ignoring - compromising: balance

Question 30

How can an individual do to manage conflict (5)

Answer 30

- problem solve - develop overarching goals - smoothing - avoidance - compromising

Question 31

Additional techniques to manage conflict (4)

Answer 31

- expansion of resources - authoritative commands - altering to human variables - altering to structural variables

Question 32

Resolving personality conflict (1)

Answer 32

- misunderstand an inequities

Question 33

Define negotiation (1)

Answer 33

- process in which two or more parties exchange goods and services and try to agree upon the rate of exchange of them (issues, position, interest)

Question 34

Define distributive bargaining and fixed pie (2)

Answer 34

- set to divide up the fixed amount of resources (win-lose situation) - only the set amount of goods and services to be divided up between parties

Question 35

Define integrative bargaining (1)

Answer 35

- seek one or more settlements to create a win win situation (create a positive bond)

Question 36

How to negotiate (5)

Answer 36

- develop a strategies - defining the ground rules - clarification and justification - bargaining and problem solving - closure and implementation

Question 37

Define BATNA (1)

Answer 37

- best alternative to negotiated agreement (if outcome fails)