Management: A Practical Introduction Chapter 15 (Kinicki Williams, 6e)

The transfer of information and understanding from one person to another
Is the person wanting to share information
The information the sender is wanting to share
Is translating a message into understandable symbols or language
Is interpreting and trying to make sense of the message
The pathway by which a message travels
Whereby the receiver expresses his or her reaction to the sender’s message
Any disturbance that interferes with the transmission of a message
Media Richness
Indicates how well a particular medium conveys information and promotes learning
Three Barriers to Communication
Physical, Semantic, & Personal
Is the study of the meaning of words
Is terminology specific to a particular profession or group
Consists of oversimplified beliefs about a certain group of people
Nonverbal Communication
Consists of messages sent outside of the written or spoken word
Six Forms of Nonverbal Communication
Eye contact, Facial Expressions, Body Movements & Gestures, Touch, Setting, and Time
Linguistic Style
Is a person’s characteristic speaking patterns
Formal Communication Channels
Follow the chain of command and are recognized as official
Three Types of Formal Communication
Vertical, Horizontal, & External
Vertical Communication
The flow of messages up and down the hierarchy within the organization
Two Types of Vertical Communication
Downward, Upward
Downward Communication
Flows from higher levels to lower levels
Upward Communication
Flows from lower levels to higher levels
Horizontal Communication
Flows within and between work units; its main purpose is coordination
External Communication
Flows between people inside and outside the organization
Informal Communication Channels
Develop outside the formal structure and do not follow the chain of command
Two Types of Informal Communication Channels
Grapevine, Management by Wandering Around
The Grapevine
Is the unofficial communication system of the informal organization
Management by Wandering Around (MBWA)
Is the term used to describe a manager’s literally wandering around his or her organization and talking with people across all lines of authority
Represents “the use of technology to participate in several interactions at the same time
Telepresence Technology
High-definition videoconference systems that simulate face-to-face meetings between users
Is defined as a system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss
Is the right of people not to reveal information about themselves
Identity Theft
In which thieves hijack your name and identity and use your good credit rating to get cash or buy things
Social Media
Are internet-based and mobile technologies used to generate interactive dialogue with members of a network
The practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community
Active Listening
Is the process of actively decoding and interpreting verbal messages
Five Listening Styles
Appreciative, Empathic, Comprehensive, Discerning, Evaluative
Appreciative Style
Listening to be amused
Empathic Style
Tuning into the speaker’s emotions
Comprehensive Style
Focusing on the speakers logic
Discerning Style
Focusing on the main message
Evaluative Style
Challenging the speaker
Streamline Reading
Be davy about periodicals and book, Transfer your reading load, Make internal memos and e-mails more efficient
Three Strategies of Being an Effective Reader
Realize that speed reading doesn’t work, Learn to streamline read, Do top-down reading(SQ3R)
Five Tips of Being an Effective Writer
Don’t show your ignorance, Understand your strategy before you write, Start with your purpose, Write simply & concisely & directly, Telegraph your writing with a powerful layout
Three Rules of Being an Effective Writer
Tell them what you’re going to say (Intro=5%-15%), Say it (Body=75%-90%), Tell them what you said (Conclusion=5%-10%)

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