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Ch. 15
Management FINAL
| Term | Definition |
|---|---|
| What did the Microsoft diary study find? | found that 25% of time is spent on emails through reading and responding to them |
| What percentage of emails that reach the inbox are spam? | 15% |
| What are the different percentages of nonverbal communication? | 60% of all communication is body language 30% is tone and intonation understand that there are cultural differences in nonverbal communication |
| Positive Types of Nonverbal Communication | Smiling, nodding, and eye contact! these help build good interpersonal relations |
| Negative Types of Nonverbal Communication | frowning, no eye contact, eye rolling, head shaking |
| Types of Influence | Consultation, Rational Persuasion, Inspirational Appeals, Ingratiating, Coalition, Pressure, Upward Appeals, Exchange |
| Soft / Personal / Informal Types of Influence | Consultation, Rational Persuasion, Inspirational Appeal, and Ingratiating the top 4 rely on a person's individual power |
| Consultation | asking a person what they think since people like going along with their own idea |
| Rational Persuasion | using logic and data |
| Inspirational Appeals | get people excited for what they're about to do |
| Ingratiating Tactics | being kind + complementary to make them feel good before you ask a favor; aka buttering them up or brown nosing |
| Hard / Organizational / Formal Types of Influence | Coalition, Pressure, Upward Appeals, Exchange bottom 4 rely on the power of an organization or formal |
| Coalition | appeals to the power of the group ex: we would like for you to do this |
| Pressure | threats or demands made to get something done |
| Upward Appeals | appealing to a higher authority for support |
| Exchange | do what I am asking and I will give you something |
| Outcomes of Influences | Resistance, Compliance, and Acceptance For best results, use personal power rather than organizational power and use multiple influence tacts in combination |
| Resistance | no change in behavior or attitude --> don't do what you want and they don't care |
| Compliance | change behavior, but no their attitude --> do it, but won't be happy about it |
| Acceptance | change behavior and attitude --> do it and feel good about it |
| Cultural Differences in Types of Influence | United States = rational persuasion, exchange, ingratiation China = rational persuasion, ingratiation, coalition, exchange, and gifts the different types used depends on country culture |
| Perception Process | Attention --> Organization --> Interpretation --> Retention problems = perceptual filters that are personality / psychology / experience-based differences that influence people to ignore or pay attention to particular stimuli |
| Attention Component | process of noticing or becoming aware of particular stimuli |
| Organization Component | process of incorporating new information from the stimuli you notice into your existing knowledge |
| Interpretation Component | attaching meaning to new knowledge |
| Retention Component | remembering interpreted information |
| Perception Problems | Selective Perception and Closure |
| Selective Perception | tendency to notice + accept objects / information consistent w/ values, beliefs, and expectations while ignoring inconsistent information |
| Closure | tendency to fill in gaps of missing information with assumption |
| Communication Process | Sender --> Encoding --> Transmitting --> Decoding --> Feedback |
| Sender Component of Communication Process | thinks of a message he/she wants to convey to another person |
| Encoding Component of Communication Process | putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver |
| Transmitting Component of Communication Process | transmits the message via communication channels like phone, face-to-face, facetime, email, letters |
| Decoding Component of Communication Process | receiver translates the verbal or symbolic form of the message into an understood message |
| Feedback Component of Communication Process | return message to the sender that indicates the received understanding of the message |
| Active Listening | actively giving nonjudgmental feedback that shows you've accurately heard what he/she said - engage in immediacy behaviors - clarify responses if needed - paraphrase or summarize in between |
| Clarifying Examples | " I am confused by what you mean..." " Can you explain by what you meant..." |
| Paraphrasing Examples | " If I understand you correctly..." " In other words..." |
| Summarize Examples | " To recap..." " Let me summarize..." |
Created by:
Zetiris
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