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management ch.15
exam 4
| Question | Answer |
|---|---|
| Communication | the process of transmitting information from one person or place to another |
| Perception | the process by which individuals atten to, organize, interpret, and retain information from their environments |
| Perceptual filters | the personality, psychology, or experience-based differences that influence people to ignore or pay attention to paricular stimuli |
| 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 |
| 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 |
| Attribution theory | a theory that states that we all have a basic need to understand and explain the causes of other people's behavior |
| Defensive bias | the tendecy for people to perceive themselves as peronally and situationally similar to someone who is having difficulty or trouble |
| Fundamental attribution error | the tendency to ignore external causes of behavior and to attribute other people's actions to internal causes |
| 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) |
| Encoding | putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver |
| Decoding | the process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message |
| Feedback to sender | in the communication process, a return message to the sender that indicates teh receiver's understanding of the message |
| Noise | anything that interferes with the transmission of the intended message |
| Jargon | vocabulary particular to a profession or group |
| Formal communication channel | the system of official channels that carry organizationally approved messages and information |
| Downward communication | communication that flows from higher to lower levels in an organization |
| Upward communication | communication that flows from lower to higher levels in an organization |
| Horizontal communication | communication that flows among managers and workers who are at the same organizational level |
| Informal communication channel ("grapvine") | the transmission of messages from employees to employee outside of formal communication channels |
| Coaching | communication with someone for the direct purpose of improving the person's on-the-job performance or behavior |
| Counseling | communication with someone about non-the-job performance or behavior |
| Nonverbal communication | any communication that doesn't involve words |
| Kinesics | movements of the body and face |
| Paralanguage | the pitch, rate, tone, volume, and speaking patter (i.e. us of silences, pauses, or hesitations) of one's voice |
| Communication medium | the method used to deliver an oral or written message |
| Hearing | the act or process of perceiving sounds |
| Listening | making a conscious effort to hear |
| 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 |
| Empathetic listening | understanding the speaker's perspective and personal fram of reference and giving feeback that conveys that understanding to the speaker |
| Destructive feedback | feedback that disapproves without any intention of being helpful and almmost always causes a negative or defensice reaction in the recipient |
| Constructive feedback | feedback intended to be helpful, corrective, and/or encouraging |
| Collaborative discussion sites | web or software-based discussion tools taht allow employees to ask questions and share knowledge |
| 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 |
| Organizational silence | when employees withhold information aobut organizational problems or issues |
| Company hotlines | phone numbers that anyone in the company can call anonymously to leave information for upper management |
| Survey feedback | information that is collected by surveys from organizational members and them compiled, disseminated, and used to develop action plans for improvement |
| Blog | a personal website that provides personal opinions or recommendations, news summaries, and reader comments |
Created by:
ca1271
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