exam 4
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| Communication | the process of transmitting information from one person or place to another
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| Perception | the process by which individuals atten to, organize, interpret, and retain information from their environments
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| Perceptual filters | the personality, psychology, or experience-based differences that influence people to ignore or pay attention to paricular stimuli
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| Selective perception | the tendency to notice and accep objects and information consistent with our values, beliefs, and expectations while ignoring or screening out or not accepting inconsistent stimuli or information
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| Closure | the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know
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| Attribution theory | a theory that states that we all have a basic need to understand and explain the causes of other people's behavior
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| Defensive bias | the tendecy for people to perceive themselves as peronally and situationally similar to someone who is having difficulty or trouble
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| Fundamental attribution error | the tendency to ignore external causes of behavior and to attribute other people's actions to internal causes
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| Self-serving bias | the tencency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes)
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| Encoding | putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver
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| Decoding | the process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message
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| Feedback to sender | in the communication process, a return message to the sender that indicates teh receiver's understanding of the message
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| Noise | anything that interferes with the transmission of the intended message
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| Jargon | vocabulary particular to a profession or group
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| Formal communication channel | the system of official channels that carry organizationally approved messages and information
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| Downward communication | communication that flows from higher to lower levels in an organization
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| Upward communication | communication that flows from lower to higher levels in an organization
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| Horizontal communication | communication that flows among managers and workers who are at the same organizational level
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| Informal communication channel ("grapvine") | the transmission of messages from employees to employee outside of formal communication channels
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| Coaching | communication with someone for the direct purpose of improving the person's on-the-job performance or behavior
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| Counseling | communication with someone about non-the-job performance or behavior
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| Nonverbal communication | any communication that doesn't involve words
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| Kinesics | movements of the body and face
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| Paralanguage | the pitch, rate, tone, volume, and speaking patter (i.e. us of silences, pauses, or hesitations) of one's voice
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| Communication medium | the method used to deliver an oral or written message
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| Hearing | the act or process of perceiving sounds
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| Listening | making a conscious effort to hear
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| Active listening | assuming half the responsibility for successful communication by actively giving the speaker non-judgemental feeback that shows you've accurately heard what he or she said
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| Empathetic listening | understanding the speaker's perspective and personal fram of reference and giving feeback that conveys that understanding to the speaker
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| Destructive feedback | feedback that disapproves without any intention of being helpful and almmost always causes a negative or defensice reaction in the recipient
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| Constructive feedback | feedback intended to be helpful, corrective, and/or encouraging
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| Collaborative discussion sites | web or software-based discussion tools taht allow employees to ask questions and share knowledge
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| Televised/videotaped speeches and meetings | speeches and meetings originally made to a smaller audience that are either simultaneously broadcast to other locations in the company or videotaped for subsequent distribution and viewing
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| Organizational silence | when employees withhold information aobut organizational problems or issues
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| Company hotlines | phone numbers that anyone in the company can call anonymously to leave information for upper management
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| Survey feedback | information that is collected by surveys from organizational members and them compiled, disseminated, and used to develop action plans for improvement
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| Blog | a personal website that provides personal opinions or recommendations, news summaries, and reader comments
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