Questions and Answers
What is essential for effective communication?
What is the primary purpose of vertical communication?
What is an example of a formal source of communication in an organization?
What is the primary purpose of feedback and clarification of message in communication?
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What type of communication occurs between managers and staff as peers?
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What is an example of an informal source of communication?
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What is the primary characteristic of dynamic communication?
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What is an example of a communication format?
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What is an advantage of written communication?
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What is an example of nonverbal message?
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What can be a barrier to effective communication due to individual differences?
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Why is it important to consider both content and context during message formulation?
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What is a step in improving the communication process?
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What is a characteristic of a non-aggressive personal distance and movement?
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What is a decision?
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What is an example of technical problem in communication?
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What is the first step in the decision-making and problem-solving process?
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What is the primary goal of the evaluation and selection of solution step in decision making?
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What is a characteristic of a well-made decision?
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What can exert a tremendous influence on the choices made in the decision-making process?
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What type of tools involves personal judgment, solicitation of advice, and systematic option reviews?
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What is a branch of management science that specializes in providing quantitative tools for decision making?
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What does probability analysis, a branch of operations research, measure?
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What is the last step in the decision-making and problem-solving process?
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Study Notes
Communication
- Effective communication requires delivery of a message and assurance that it was correctly received and understood
- Elements of effective communication include: sender, message, mode of transmission, receiver, decoding, and feedback/clarification of message
Sources of Communication
- Formal communications network of the organization (e.g. work orders, memos, meetings, policy manual, job description, performance reviews, newsletters)
- Informal sources (e.g. news media, professional colleagues, salespeople, gossip grapevine)
Communication Directions
- Vertical communication: memos and directives that come down through the bureaucratic hierarchy, and responses that make their way back up
- Horizontal communication: exchange of services, information, and work orders between managers and staff as peers
Methods of Communication
- Dynamic communication: simultaneous exchange of ideas and information with spontaneous feedback
- Canned or packaged messages: delivered in formats that don't allow immediate response
Communication Formats
- Written messages (e.g. computer data, recorded visual presentations): easy to document, allows reader to study message
- Verbal messages: enables manager to be seen or heard as a person, overcome formality
- Nonverbal messages: includes tone of voice, body and facial expression, personal distance and movement, physical environment (e.g. furniture, office layout)
Barriers to Effective Communication
- Structural barriers: distance and job position can isolate people from communication channels
- Problem of semantics: attention needed for content and context during message formulation
- Technical problems: defects in equipment, environment, or medium
- People barrier: individual differences in background and perception can hinder communication
Improving the Communication Process
- Be a good listener
- Have empathy for others
Decision Making
- A conscious choice made after evaluating available alternatives to achieve a specific result
- Steps in decision making and problem solving:
- Recognition: recognize that something is wrong and needs attention
- Investigation: analyze cause and extent of problem
- Definition: define nature and boundaries of problem
- Identification of alternatives: solicit advice from staff
- Evaluation and selection of solution: evaluate options within management plan and objectives
- Implementation and follow-up: implement selected solution and follow up on success and progress
Features of a Well-Made Decision
- Based on complete investigation of root causes and potential problems
- Involves identification and evaluation of alternative solutions
- Involves selection of best solution by in-depth analysis of available information
- Encompasses effective strategy for implementing solution
Role of Human Behavior in the Communication Process
- Emotions, prejudice, peer pressure, and personal interest can influence decision making
- Human element can cloud the decision-making process
Decision Making Techniques
- Qualitative tools: involve personal judgment, solicitation of advice, and systematic option reviews
- Quantitative tools: include quality control measures and financial data, such as operations research (OR)
Operations Research (OR)
- Probability analysis: measures risk by assigning a value to the likelihood of a specific event occurring
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Description
This quiz covers session objectives for Laboratory Management Information class, focusing on communication, decision making, and effective message transmission.