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Study Guide

BUS 272- Midterm Exam Guide - Comprehensive Notes for the exam ( 23 pages long!)


Department
Business Administration
Course Code
BUS 272
Professor
Christopher Zatzick
Study Guide
Midterm

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SFU
BUS 272
MIDTERM EXAM
STUDY GUIDE

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The Communication Process
Sender = person sending the message
Channel = the medium through which the message travels
o Formal channels = established by the organization and transmit msgs relation to the professional
activities
Follow the authority chain within the organization
o Informal = spontaneous and emerge as a response to individual choices
Social and personal messages
o Depends on communication apprehension (anxiety) over oral/written communication or both
o Differ in their capacity to convey information
Leads to channel richness
o Choice also depends on whether the message is routine or non-routine
Routine = straightforward, minimum ambiguity
Non-routine = complication, might be misunderstood
Receiver = the person the message is directed at
o Must translate the symbols into understandable form
Deodig the essage
Noise = communication barriers that distort the clarity of the message
o Perceptual problems, information overload, semantic difficulties, cultural differences
Feedback =check on how successful we have been in transferring our messages as originally intended
o Final link in the communication process
Direction of communication
Downward = managers to employees
o Assign goals, provide instructions, inform employees of policies/procedures
o Must explain the reasons why a decisions was made
Increases employee commitment and support of decisions
Upward = employees to managers
o Provide feedback to higher-ups, inform them of profess toward goals, relay current problems
Lateral = amongst peers
o Saves times and eases coordination
o Can be good or bad
More efficient and accurate transfer of information
Dysfunctional conflicts when the formal vertical channels are breached, members go above or
around managers to get things done
Barriers to Effective Communication
Filtering = sender manipulates information so that the receiver will view it more favorably
o The more vertical levels in hierarchy, the more opportunity to filter
Selective perception = receivers only see and head based on their needs, motivations, experience, background,
other personal characteristics
o Iterpret hat is realit
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Defensiveness = when people feel they are being threatened, they tend to react in ways that reduce their ability
to achieve mutual understanding
Information Overload = information we have to work with exceeds ability to process it
o Select out , ignore, pass over, forget info
Language = age/context are big factors, and language barriers
Key Communication Issues
Electronic communication
o What you put online stays online
o Emails
Misinterpret the message
Communicate negative messages
Time consuming nature of email
Privacy concerns
o Social Networking
Companies may check you out online
o Blogs
Nonverbal communication
o Body movements, facial expressions, physical distance between the sender and receiver
o Iportat essages: etet to hih a idiidual like’s aother/their ies ad the relatie pereies
status between a sender and receiver
More likely to position ourselves closer to people we like and to touch them more often
Display body movements that reflect a casual manner
o No emphasis given to words or phrases
Cross-cultural issues
o “urroudig iforatio that’s eig oeed opared to hat is atuall eig said
o Low vs high context
Low = yes means yes, high = yes means no
E.g. USA vs Japan
Ted Talk
Change posture for 2min, evaluate current position
Prie Miister does’t shake hads ut Oaa does, hat does our od laguage sa to eah other?
How do we judge others?
We are also influenced by ourselves
Do our nonverbal offset how we and others feel?
*When you pretend to feel powerful, you become more powerful our bodies change our minds
o There are many differences between powerful and non-powerful people
Conflict
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