Human Communication Chapter 9 – Flashcards
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organization
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social collectives, or groups of people, in which activities are coordinated to achieve both individual land collective goals
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organizational communication
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the ways in which groups of people both maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals
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Types of organizations
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economic political integration pattern maintenance
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Economic orientation
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tend to manufacture products and/or offer services for consumers
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Political orientation
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generate and distribute power and control within society examples: elected local ,state, federal officials, police, military
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Integration orientation
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help mediate and resolve discord among members of society examples: court system, public interest groups necessity for Impartiality
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pattern maintenance orientation
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promote cultural and educational regularity and development within society Families, schools, and religious groups promote pattern maintenance emphasizing social support
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Communication networks
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are patterns of relationships through which information flows in an organization Stohl describes communication as "the tapestry of relationships- the complex web of affiliations among individuals and organizations....
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Formal communication
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consists of messages that follow prescribed channels of communication throughout the the organization flows in three ways: downward, upward, horizonatal
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Downward communication
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occurs whenever superiors initiate messages to subordinates example: job instructions, policy and procedures, performance feedback
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Upward Communication
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occurs when messages flow form subordinates to superiors
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Horizontal communication
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flows between people who are at he same level of organizational hieracrchy
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Informal communication typically referred to as "_________"
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is any interaction that does not follow the formal structure but emerges out of social interactions among members "grapevine communication"
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Organizational communities
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are when groups of similar businesses or clubs have common interest and become networked together to provide mutual support and resources
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personal network
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a web of contacts and relationships to help you gain job lads and make referrals
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cover letter
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is a short letter to an interviewer persuasively introducing you and your credentials in relationship to the job description
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4 main sections of cover letter
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attention interest desire action
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objective statement
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an articulation of your goals
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chronological resume
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which organizes your credentials over time
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functional resume
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organizes your experience by type of function performed.
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job description
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a document hat defines a job in terms of its content and scope
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immediacy
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communication intended to create perceptions of psychological closeness with others
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supportive communications
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listening with empathy, acknowledging others' feelings, and engaging in dialogue to help others maintain a sense of personal control
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strategic ambiguity
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the purposeful use of symbols to allow multiple interpretations of messages
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interaction management
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establishing a smooth pattern of interaction that allows a clear flow between topics and ideas
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customer service encounter
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the moment of interaction between the customer and the firm
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emotional labor
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jobs in which employees are expected to display certain feelings in order to satisfy organizational role expectation
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sexual harassment
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unwelcome,unsolicited, repeated behavior of a sexual nature
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quid pro quo sexual harassment
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occurs when an employee is offered a reward or is threaten with punishment based on his or her participation in a sexual activity
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hostile work environment sexual harassment
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conditions in the workplace that are sexually offensive, intimidating, or hostile and that affect an individual's ability to perform his or her job
