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Definition
| The process of transferring information by using meaningful symbols so that a message is understood by others |
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Term
| Steps in the communication process |
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Definition
1. Sender identifies an idea or message to be communicated
2. Sender selects the medium and encodes and transmits the message
3. Receiver hears and decodes the message
4. Information travels from the receiver to the sender |
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| Identify the main idea or message to be communicated |
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Definition
| Message: a specific idea or general information to be communicated to to others |
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When information is withheld or not communicated others
Positive filtering-withholding non-relevant information
Negative filtering-withholding relevant infromation |
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Significant amounts of info and hope it gets retained.
similar to student orientations |
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| Tell the main issues and then sell the preferred solution |
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| Most effective because members give feedback |
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| Employees identify issues and managers address them |
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| Little information is provided by managers and party line held |
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| Encode and transmit message |
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Definition
1. Identify and overcome communications barriers
2. Choose communication media and channels |
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Term
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Definition
| Putting a message in an understandable term by using media and symbols |
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| Identify and overcome communication barriers |
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Definition
Noise: affects the 4 step communication process for both the sender and receiver
Time
Length of message
Semantic problems: different meanings for different people |
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| Chose communication media and channels |
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Definition
Media richness: reduces ambiguity
Proxemics: study of how physical space conveys messages |
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Definition
Face-to-face
Group meetings
Telephone
Voice-mail
Email
Reports
Web-posting |
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Term
| Formal communication channels |
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Definition
| Follow lines of authority that are shown on an organizational chart |
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Term
| Infromal communication channels |
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Definition
| May skip hierarchal levels and cut across vertical chains of command into different areas |
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| Informal network sharing along which unofficial information flows |
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Definition
The wheel: Taxi dispatcher
The Y: Class announcements
The Chain: assembly lines(Mc Donalds)
The Circle: follow up memo that mission was accomplished
All Channel Communication: reply to all button |
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Term
| Receive and Decode message |
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Definition
Decoding: The process through which the receiver attributes meaning to the message
Perception: Stereotyping and selective perception |
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| Information flows from receiver to sender |
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Definition
| Feedback: lets the sender know that the information has been received as intended |
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Term
| Barriers to effective communication |
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Definition
Filtering
Language
Gender
Culture
Selective Perception
Information overload |
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Term
| Overcoming barriers to communication |
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Definition
Use feedback
Simplify language
Listen actively
Constrain emotions
Watch non-verbal cues |
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Definition
| The process of monitoring performance and comparing it to goals and correcting significant deviations. |
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Term
| Four step control process |
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Definition
1.Establish key performance standards
2.Monitor performance
3.Evaluate performance
4.Respond accordingly |
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Term
| Establish performance standards |
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Definition
| Value chain refers to the sequence of activities needed to control an organizations inputs and outputs |
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Term
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Definition
| Different resources that flow into an organizational unit |
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Definition
| Activities that occur within an organizational unit that add value to inputs and it creates outputs |
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Definition
| The products and services that flow out from an organizational unit |
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Definition
Feed-forward (Before)
Anticipates problems |
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Term
Types of control process
Process |
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Definition
Concurrent control (During)
Corrects problems as they happen |
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Definition
Feed-back (After)
Corrects problems after they occur
Provides evidence of planning effectiveness and motivational information for employees |
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Definition
Data: facts and figures
Information: data that has been given meaning and deemed valuable
Information System: helps managers monitor performance by identifying, collecting, organizing and distributing information |
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Definition
Compare information collected in second step to goals or standards in first step.
evaluate system and or individual performance |
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Term
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Definition
Seeking continuous improvement in work systems so that products or services better meet the quality desired by customers
Shifts control away from individual employees to organizational systems |
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Term
| Respond accordingly seeking to improve performance to meet standards |
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Definition
Methods:
Reward, punish and train workers as appropriate |
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Term
| Immediate corrective action |
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Definition
| Correct problem at once to get performance back on track |
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Definition
| Determining how and why performance has deviated and then correcting the source of deviation |
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| Adjusting performance standard to reflect current and predicted future performance capabilities |
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| Must adapt to the situation |
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| Standard must be attainable |
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Definition
| In the right place at the right time |
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| Emphasis on the exception |
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Definition
| Measure what is important, not everything |
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Definition
| Use more than one standard |
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Term
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Definition
| Do something if the standard is not met |
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