EXAM 3 MGMT 310A way better
Study Guide for MGMT 310A Exam 3
I. Communication (Chapter 11)
1. Functions of Communication
4 functions
Control
Control member behavior, organizations have hierarchies and guidelines. Employers must communicate job related grievance to boss, can’t harass or tease other employees
Motivation
Clarifies to employees what they must do, how to do it, how to improve, specific goals, feedback, and rewards
Emotional expression
Feelings and fulfillment of social needs, satisfaction and frustrations from group members
Information
Facilitates decision-making, transmitting data to identify and evaluate choices.
2. Communication Process
Roles of each process
Sender-initiates message by encoding a thought
Message-actual physical product being sent
Encoding-speak=speech, write=written material, gesture=movement
Channel-medium that the message travels (email, letter)
Receiver-person to whom the message is directed
Decoding-translates the message
Noise-represents the communication barriers that distort the message’s clarity
Feedback-how successful the transfer of the message was
Encoding and Decoding Methods
Ladder Approach to Listening
Look like you’re listening
Ask questions to understand
Don’t interrupt
Defuse your “dead spots”
Establish trust
Resist defensive filtering
3. Types of Communication
Oral
Main form of communication
Ex. Speeches, group discussions, informal/grapevine
Advantages: speed and feedback, convey message and receive responses w/minimal time, face to face communication
Disadvantages: when a message is passed through more people, the message gets distorted (telephone), interpreted in different ways,
Written
Memos, letters, fax, email, IM, texts
Tangible and verifiable-there is a record of the message
Think more before composing the message
Disadvantages: time consuming, can be interpreted in the wrong way (what the receiver thinks he hears)
Non-Verbal
Body language, movements, facial expressions
Ex. Stares, smile, frown, provocative move
Two most
I. Communication (Chapter 11)
1. Functions of Communication
4 functions
Control
Control member behavior, organizations have hierarchies and guidelines. Employers must communicate job related grievance to boss, can’t harass or tease other employees
Motivation
Clarifies to employees what they must do, how to do it, how to improve, specific goals, feedback, and rewards
Emotional expression
Feelings and fulfillment of social needs, satisfaction and frustrations from group members
Information
Facilitates decision-making, transmitting data to identify and evaluate choices.
2. Communication Process
Roles of each process
Sender-initiates message by encoding a thought
Message-actual physical product being sent
Encoding-speak=speech, write=written material, gesture=movement
Channel-medium that the message travels (email, letter)
Receiver-person to whom the message is directed
Decoding-translates the message
Noise-represents the communication barriers that distort the message’s clarity
Feedback-how successful the transfer of the message was
Encoding and Decoding Methods
Ladder Approach to Listening
Look like you’re listening
Ask questions to understand
Don’t interrupt
Defuse your “dead spots”
Establish trust
Resist defensive filtering
3. Types of Communication
Oral
Main form of communication
Ex. Speeches, group discussions, informal/grapevine
Advantages: speed and feedback, convey message and receive responses w/minimal time, face to face communication
Disadvantages: when a message is passed through more people, the message gets distorted (telephone), interpreted in different ways,
Written
Memos, letters, fax, email, IM, texts
Tangible and verifiable-there is a record of the message
Think more before composing the message
Disadvantages: time consuming, can be interpreted in the wrong way (what the receiver thinks he hears)
Non-Verbal
Body language, movements, facial expressions
Ex. Stares, smile, frown, provocative move
Two most