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23 terms

15.2 Managing Communication

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Formal Communication Channels
The system of official channels that carry organizationally approved messages and information
Downward Communication
Communication that flows from higher to lower levels in an organization
Destructive Feedback
Feedback that disapproves without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient
Upward Communication
Communication that flows from lower to higher levels in an organization
Horizontal Communication
Communication that flows between managers and workers who are on the same organizational level
Hearing
The act or process of perceiving sound
Informal Communication Channel (Grapevine)
The transmission of a message from employee to employee outside of formal communication channels
Coaching
Communicating with someone for the direct purpose of improving the person's on-the-job performance or behavior
Counseling
Communicating with someone about non-job-related issues that may be affecting or interfering with the person's performance
Communication Medium
The method used to deliver and oral or written message
Constructive Feedback
Feedback intended to be helpful, corrective, and/or encouraging
Collaborative Discussion Sites
Web or software-based discussion tools that allow employees to ask questions and share knowledge
Company Hotlines
Phone numbers that anyone in the company can call anonymously to leave information for upper management
Nonverbal Communication
Any communication that doesn't involve words
Kinesics
Movements of the body and face
Paralanguage
The pitch, rate, tone, volume, and speaking pattern of one's voice
Listening
Making a conscious effort to hear
Active Listening
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
Empathetic Listening
Understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker
Televised/Videotaped Speeches and Meetings
Speeches and meetings originally made to a smaller audience that are either simultaneously broadcast to other locations in the company or videotaped for subsequent distribution and viewing
Organizational Silence
When employees withhold information about organizational problems or issues
Survey Feedback
Information that is collected from surveys given to organizational members and then compiled, disseminated, and used to develop action plans for improvement
Blog
A personal website that provide personal opinions or recommendations, news summaries, and reader comments