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Definition
| The process by which individuals attend to, organize, interpret, and retain information from their environments. |
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Selective perception
Closure |
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Attribution theory: we all have a basic need to understand and explain the causes of other people’s behavior
internal attribution
external attribution
Defensive bias
Fundamental attribution theory |
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Definition
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Term
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Definition
| The tendency to overestimate our value by attributing success to ourselves and failures to others or the environment |
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| Anything that interferes with the transmission of the intended message. |
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The sender isn’t sure what message to communicate.
The message is not clearly encoded.
The wrong communication channel is chosen.
The message is not received or decoded properly.
The receiver doesn’t have the experience or time to understand the message. |
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Definition
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Term
| Informal Communication Channel |
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Definition
| The transmission of messages from employee to employee outside of formal communication channels. |
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Definition
Worst thing to do is withhold information
Keep employees informed about possible changes and strategies
Do not overlook the grapevine as a tremendous source of information and feedback |
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Term
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Definition
| Communicating with someone for the direct purpose of improving the person’s on-the-job performance. |
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Definition
Waiting for a problem before coaching
Waiting too long before talking to employee about problem |
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Definition
| Communicating with someone about non-job-related issues. |
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Term
| Communicating with someone about non-job-related issues. |
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Definition
Managers should not be clinicians
Discuss specific performance problems
Listen if the employee shares personal issues
Recommend that employees call the company’s Employee Assistance Program (EAP) |
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Term
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Definition
| Any communication that doesn’t involve words; almost always accompanies verbal communication and may either support or contradict it. |
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| Any communication that doesn’t involve words; almost always accompanies verbal communication and may either support or contradict it. |
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Definition
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Term
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Definition
| The method used to deliver a message. |
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Term
Oral communication
Written communication |
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Definition
| The method used to deliver a message. |
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Term
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Definition
Managers generally prefer oral communication over written because it provides opportunity to ask questions.
A rich communication medium
When the message is simple, like a quick request, a memo or email is a better medium. |
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Term
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Definition
Well suited for delivering straightforward messages and information
Email is fastest growing communication form in organizations because of convenience and speed.
However, email lacks the formality of memos, and lacks nonverbal cues. |
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Term
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Definition
Most people are terrible listeners, retaining only about 25% of what they hear.
About 45% of total communication time is spent listening |
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Term
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Definition
| Assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you’ve accurately heard what he or she said. |
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Term
| Assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you’ve accurately heard what he or she said. |
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Definition
Clarify responses
Paraphrase
Summarize |
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Term
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Definition
| Understanding the speaker’s perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker. |
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Term
| Understanding the speaker’s perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker. |
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Definition
Show desire to understand
Reflect the speaker’s emotions |
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Term
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Definition
Destructive feedback
Constructive feedback |
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Term
| Giving Constructive Feedback |
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Definition
Immediate
Specific
Problem-oriented |
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Term
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Definition
Email
Online discussion forums
Televised/videotaped speeches and meetings
Voice messaging |
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Term
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Definition
| Withholding information about organizational problems or issues. |
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Term
| Withholding information about organizational problems or issues. |
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Definition
| Occurs when employees believe that telling management about problems won’t make a difference, or that they’ll be punished. |
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Term
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Definition
Company hotlines
Survey feedback
Frequent informal meetings
Surprise visits
Blogs |
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Term
| Sustainable competitive advantage resources |
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Definition
valuable
rare
imperfectly imitable
nonsubstitutable |
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