Mgt 2024- Ch.14 - Yehia Management Chapter (PDF)

FCES/Georgia’28 First year mANAGEMENT Chapter (14) Prepared by: A.Yehia For Online Lectures 01001391055 Management – FCES/GSU’28...

FCES/Georgia’28 First year mANAGEMENT Chapter (14) Prepared by: A.Yehia For Online Lectures 01001391055 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Chapter 14: Managing Communication 9 ‫األسئلة اللي بحل منها في محاضرة الشرح علي المنصه موجودة هنا صفحة‬ LO : The Nature & Functions Of Communication Communication is the transfer and understanding of meaning.. ▪ Transfer means the message was received in a form that can be interpreted by the receiver.. ▪ [TB] Good Communication occurs only when the recipient understand the speaker’s meaning. ▪ Understanding the message is not the same as the receiver agreeing with the message.. ▪ If information or ideas have not been conveyed , communication hasn’t taken place. ▪ The speaker who isn’t heard or the writer whose materials aren’t read hasn’t communicated. ▪ Communication is that it encompasses both: Interpersonal Communication Organizational Communication communication between two or more which is all the patterns, networks, and systems people of communication within an organization. Both types are important to managers. Notes: ▪ Good communication is often erroneously defined by the communicator as agreement with the message instead of clear understanding of the message. >     Control Motivation Emotional Expression Information Control ▪ Communication acts to control employee behavior in several ways through Formal and informal communications. ▪ Example: when employees are required to communicate any job-related grievance to their immediate manager, to follow their job description, or to comply with company policies, communication is being used to control.. ▪ Informal communication also controls behavior→ When a work group teases a member who’s ignoring the norms by working too hard, they’re informally controlling the member’s behavior.. Motivation ▪ Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance if it’s not up to par. ▪ As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication is required. ▪ Example: Yehia told his subordinates that he is happy with their work Page |1 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Emotional Expression ▪ For many employees, their work group is a primary source of social interaction. ▪ Social interaction in the form of work group communications provides a way for employees to express themselves s. ▪ The communication that takes place within the group is a fundamental mechanism by which members share frustrations and feelings of satisfaction. ▪ Communication provides a release for emotional expression of feelings and for fulfillment of social needs. ▪ Example: Yehia has had a bad day & venting to his friend about his problems. Information ▪ Communication provides that information needed by Individuals and work groups to make decisions or to do their work (to get things done) in organizations. ▪ Example: Yehia is telling his coworkers what he learned at the technical seminar he recently attended. Note → None of these four functions is more important than the others. Solve Test Bank Q1 to Q16 LO : Methods of Interpersonal Communication: The Interpersonal Communication Process Communication process: The seven elements involved in transferring meaning from one person to another Message: A purpose to be conveyed. [must exist ] Encoding : Converting a message into symbols. Channel: The medium a message travels along Decoding : Retranslating a sender’s message. Noise : Any disturbances that interfere with the transmission, receipt, or feedback of a message. Example: illegible print , phone static, inattention by the receiver , or background sounds of machinery or coworkers. Anything that interferes with understanding can be noise, and noise can create distortion at any point in the communication process. The result is the transfer of meaning from one person to another Page |2 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Nonverbal Communication Nonverbal Communication is important part of interpersonal communication. Nonverbal Communication is communication transmitted without words. Some of the most meaningful communications are neither spoken nor written. Nonverbal Communication carries greater impact than verbal communication Body language Verbal intonation ‫التجويد اللفظي‬ ▪ Refers to gestures, facial expressions, and ▪ Refers to the emphasis someone gives to words or other body movements that convey meaning.. phrases in order to convey meaning... ▪ A person frowning “says” ▪ Intonations can change the meaning of a message. something different from one who’s smiling. ▪ Example: When the student asks the instructor a ▪ Hand motions , facial expressions question. The instructor replies, “What do you mean by , and other gestures that?” The student’s reaction will vary, depending on can communicate emotions or the tone of the instructor’s response. temperaments such as ▪ A soft, smooth vocal tone conveys interest and creates aggression, fear , shyness , a different meaning from one that is abrasive and puts arrogance , joy , and anger. a strong emphasis on saying the last word. Comparison of Communication Methods A comparison of various communication methods used by managers. 1. Feedback: How quickly can the receiver respond to the message? 2. Complexity capacity: Can the method effectively process complex messages? Examples → Send large amount of information 3. Breadth potential: How many different messages can be transmitted using this method?. 4. Confidentiality: Can communicators be reasonably sure their messages are received only by those intended ?. 5. Encoding ease: Can sender easily and quickly use this channel? 6. Decoding ease: Can receiver easily and quickly decode messages? 7. Time-space constraint: Do senders and receivers need to communicate at the same time and in the same space? Page |3 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ 8. Cost: How much does it cost to use this method? 9. Interpersonal warmth: How well does this method convey interpersonal warmth? 10. Formality: Does this method have the needed amount of formality? 11. Scanability: Does this method allow the message to be easily browsed or scanned for relevant information? 12. Time of consumption: Does the sender or receiver exercise the most control over when the message is dealt with? Note: if you need to communicate to an employee about the changes being made in her job, face- to-face communication would be a better choice than a memo because of addressing immediately any questions and concerns she might have. [quick & accurate feedback] Solve Test Bank Q18 to Q41 LO : EFFECTIVE Communication Barriers to Communication Filtering – the deliberate manipulation of information to make it appear more favorable to the receiver.. Ex: when a person tells his or her manager what the manager wants to hear, information is being filtered. Ex: if information being communicated up through organizational levels is condensed by senders, that’s filtering. Emotions – How a receiver feels when a message is received influences how he or she interprets it. [ Extreme emotions/ emotional judgments hinder effective communication] Information overload – occurs when information exceeds our processing capacity. (So people tend to select out, ignore, pass over, or forget information ). Defensiveness – When people feel threatened , they tend to react in ways that reduce their ability to achieve mutual understanding. [ verbally attack others, make sarcastic remarks , be overly judgmental, and question others' motives.] Language – Words mean different things to different people. Jargon – specialized terminology or technical language that members of a group use to communicate among themselves.. National culture – Interpersonal communication isn't conducted in the same way around the world. **Note → The more vertical levels in an organization, the more opportunities there are for filtering Overcoming the Barriers Page |4 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Many communication problems are directly attributed to misunderstanding and inaccuracies. These problems are less likely to occur if the manager gets feedback, both verbal and nonverbal. A manager can ask questions about a message to determine whether it was received and understood as intended. Use Feedback Simplify Language Active listening Constrain emotions ask questions about a consider the audience to listening for full meaning calm down and get message to determine whom the message is without making premature emotions under control whether it was received and directed and tailor the judgments or interpretations understood as intended. language to them. Effective communication is achieved when a message is both received and understood. Listening is often more tiring than talking. Listening is an active search for meaning, whereas hearing is passive. Active Listening Behaviors Solve Test Bank Q44 to Q62 LO : Organizational Communication Formal VS. Informal Communication Formal communication Informal communication Communication that takes place within Communication that is not defined by the prescribed organizational work organization’s structural hierarchy. arrangements... TWO purposes for Informal communication 1. Allows employees to satisfy their need for social interaction. 2. Can improve an organization’s performance by creating alternative, and frequently faster and more efficient, channels of communication.. Page |5 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Direction of Communication Town hall meeting – informal public meetings where information can be relayed, issues can be discussed , or just is a way to bring employees together to celebrate accomplishments. → Downward Communication Downward communication – communication that flows downward from a manager to employees. Upward communication – communication that flows upward from employees to managers. [keeps managers aware of how employees feel] Lateral communication – communication that takes place among any employees on the same organizational level. [ Cross-functional teams, for instance, rely heavily on this form] Diagonal communication – communication that cuts across work areas and organizational levels. [a production supervisor spoke to the human resources manager] Text Book Note → In a more highly structured and authoritarian environment, upward communication still takes place, but is limited Organizational Communication Networks Communication Networks Grapevine The variety of patterns of vertical and ▪ The informal organizational communication network horizontal flows of organizational ▪ Active in almost every organization. communication. ▪ Both a filter & a feedback mechanism. ▪ Rumors never be eliminated but minimized its negative consequences by communicating openly, fully, and honestly with employees Organizational Communication Networks Chain Network Wheel Network All-Channel Network communication flows represents communication flowing communication flows freely according to the formal chain between a clearly identifiable and among all members of a work of command, both downward strong leader and others in a work team. group or team. The leader serves as and upward. the hub through whom all communication passes. No single network is best for all situations. Page |6 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Workplace Design and Communication Another factor that influences organizational communication is workplace design. Much of an organization’s communication still occurs in the workplace. Research shows that a workplace design should successfully support four types of employee work: Focused Work Collaboration Learning Socialization When an employee Employees need to work When employees are Happens when employees needs to concentrate on together to complete a engaged in training or informally gather to chat or to completing a task task doing something new and exchange ideas. could involve both focused work and collaboration. The workplace design needs to accommodate these organizational and interpersonal communications—all directions and all types—in order to be most effective. Two common design elements have the greatest impact on communication. 1. The enclosures and barriers used in the workspace. Many organizational use Open Workplaces which is workplaces with few physical barriers and enclosures. 2. Any open workplace should have area where sensitive discussions can take place when needed. For instance, when private personnel matters need to be addressed, those shouldn’t take place where interruptions or “eavesdropping” can occur. Text Book & Test Bank Note ▪ In order to increase face-to-face communication among employees, the workplace design should maximize Visibility & Density. ▪ Managers need to consider Visibility & Density in workplace design ▪ High density → more team-member communication Solve Test Bank Q64 to Q98 LO : How Technology Affects Managerial Communication IT has radically changed the way organizational members communicate. Allow people in organizations to be fully accessible, at any time, regardless of where they are. Two IT developments that are most significant Networkeds Systems – in a networked system, an organization’s computers are linked. Organizational members can communicate with each other and tap into information whether they’re down the hall, across town, or halfway across the world. Wireless Capabilities – wireless communication technology has the ability to improve work for managers and employees. Disadvantage of IT → The psychological drawbacks. Ex: employee always being accessible Notes: IT has significantly improved a manager's ability to monitor individual and team performance IT has improved organizational communications in recent years, security remains a major concern. Solve Test Bank Q105 to Q107 Page |7 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ LO : Current Communication Issues Communication in an Internet World Managers are learning that new technology has created special communication challenges. A) Legal and security issues ▪ Inappropriate use of company e-mail and instant messaging.. ▪ ▪ Loss of confidential and proprietary information due to inadvertent or deliberate dissemination or to hackers.. ▪ Electronic information is potentially admissible in court.. B) Lack of personal interaction ▪ Being connected is not the same as face-to-face contact. ▪ Difficulties occur in achieving understanding and collaboration in virtual environments. ▪ Managing the organization’s knowledge resources Communicating Effectively with Customers ▪ Communication takes place can have a significant impact on a customer's satisfaction. ▪ Managers in service organizations need to make sure that employees who interact with customers are communicating appropriately and effectively with those customers. ▪ Recognize the three components of the customer service delivery process: The customer The service organization The service provider ▪ Develop a strong service culture focused on the personalization of service to each customer. Listen and respond to the customer. Provide access to needed service information. In today’s challenging environment, companies need to get input from their employees. Suggestion Boxes – managers do business in a world today where you can’t afford to ignore such potentially valuable information. How to Let Employees Know Their Input Matters Ethical communication Unethical communication communication that includes all relevant distorts the truth, manipulates audiences, or information, is true in every sense, and is not fails to include all relevant information. deceptive in any way End of Ch.14 Solve Test Bank Q108 to Q110 Page |8 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Chapter 14 Questions (Course ONLY) 1 Good communication occurs only when the recipient ________. A) agrees with the sender's message B) acknowledges the message C) understands the speaker's meaning D) makes eye contact with the speake 2 ________ consists of all the patterns, networks, and systems of communication within an organization. A) The grapevine B) Interpersonal communication C) Organizational communication D) Formal communication 3 Yehia prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________. A) deciphering the message B) organizational communication C) lateral communication D) decoding the message 4 When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________. A) control B) motivate C) provide a release for emotional expression D) persuade 5 Yehia has had a bad day. He is venting to his supervisor about his problems. Yehia is using communication ________. A) to control behavior B) to motivate his supervisor to take action C) to express his emotions D) to inform his supervisor of her personal problems 6 Yehia is telling his coworkers what he learned at the technical seminar he recently attended. Yehia is using communication to ________. A) disseminate B) inform C) regale D) motivate 7 The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________. A) decoding B) encoding C) reinstating D) expanding 8 Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________. A) screens B) filters C) distractors D) noise 9 The final link in the communication process is ________. A) encoding B) decoding C) receiving D) feedback 10 Which of the following is true of nonverbal communication? A) It is synonymous with body language. B) It carries greater impact than verbal communication. C) It is absent in spoken communication. D) It is involuntary; it cannot be used deliberately. 11 Which of the following methods of communication should be used when the sender requires quick and accurate feedback? A) voicemail B) face-to-face C) e-mail D) instant messaging 12 Which of the following methods of communication offers high scanability? A) publications B) face-to-face communication C) meetings D) voice mail 13 When a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using? A) filtering B) selective perception C) feedback D) defensiveness 14 During her performance evaluation, Cindy omitted a few of the details about her problems ‫ حذفت بعض التفاصيل حول مشاكلها‬with her subordinates because she was afraid he supervisor would think her unfit for management. This is an example of ________. A) lying by omission B) framing C) self-advancement D) filtering 15 A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity. A) perceptual barrier B) information overload C) conceptual block D) physical barrier Page |9 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ 16 Jargon is ________. A) the capacity of a communication method to process complex messages B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver C) specialized terminology that members of a group use to communicate among themselves D) a technique that increases the breadth potential of a communication method 17 By the time that Sandra had finished the presentation to the employees, she had spoken for one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were probably dealing with which of the following barriers to effective communication? A) information overload B) selective perception C) defensiveness D) cultural constraints 18 Listening for full meaning without making premature judgments or interpretations is called ________. A) passive listening B) empathic listening C) active listening D) decoding 19 The ________ communication system within an organization permits employees to satisfy their need for social interaction with their peers. A) informal B) social C) formal D) organizational 20 ________ communication is communication that flows from a manager to his employees. A) Diagonal B) Upward C) Downward D) Horizontal 21 Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use? A) upward B) downward C) lateral D) diagonal 22 ________ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general. A) Downward B) Horizontal C) Vertical D) Upward 23 When Sam went to the human resource manager and applied for transfer to the new facility, he was participating in which type of organizational communication? A) formal B) downward C) horizontal D) lateral 24 In a(n) ________ communication network, all communication passes through a clearly identifiable leader to the others in a team and upward from team members to the leader. A) wheel B) all-channel C) chain D) circular 25 When MediFax was a small company, information flowed freely from the sales force to all areas of the home office. This most closely represents the ________. A) wheel network B) chain network C) all-channel network D) informal network 1 Answer: C 8 Answer: D 15 Answer: B 22 Answer: D 2 Answer: C 9 Answer: D 16 Answer: C 23 Answer: A 3 Answer: B 10 Answer: B 17 Answer: A 24 Answer: A 4 Answer: A 11 Answer: B 18 Answer: C 25 Answer: C 5 Answer: C 12 Answer: A 19 Answer: A 6 Answer: B 13 Answer: A 20 Answer: C 7 Answer: A 14 Answer: D 21 Answer: B P a g e | 10 Management – FCES/GSU’28 Dr/ A.YEHIA ‫ــــــــــ ـــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ‬ ‫ـــ‬ Final Exam 2021 1 Alan has just given his subordinates a very difficult project. Now he is telling them he has every confidence they will be successful. Allan is using communication to ________. A) inspire B) motivate C) control D) manipulate 2 During the communication process, the message is converted to a symbolic form. This process is called ________. A) decoding B) encoding C) deciphering D) expanding 3 Which of the following is an example of a disturbance that interferes with the transmission of a message ? A) sending unsolicited sales messages to prospects B) adding your contact information at the end of an e-mail message C) leaving a message on the answering machine when you cannot reach someone D) thinking about the party you attended last night while sitting in a lecture 4 Which of the following methods of communication should be used when the sender requires quick and accurate feedback? A) voicemail B) face-to-face C) e-mail D) instant messaging 5 Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication. A) external B) passive C) informal D) controlled 6 In an effort to improve communication within the accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which of the following methods of communication is he encouraging? A) upward B) diagonal C) downward D) lateral 7 When Ali, a production supervisor spoke to the human resources manager about transferring to the new production facility, he was involved in which type of organizational communication? A) diagonal B) upward C) horizontal D) lateral Answers 1 B 2 B 3 D 4 B 5 C 6 A 7 A P a g e | 11