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Chapter 6

Chapter 6 - MHR 405

Human Resources
Course Code
MHR 405
Frank Miller

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Chapter 6 Definitions
COMMUNICATION: The process by which information is exchanged between a sender an
d a receiver with the goal of reaching mutual understanding
TELEWORK (TELECOMMUTING): A work arrangement whereby an individual employee work
s from the home, a satellite office, or mobile office with computer connection t
o the main office
MESSAGE: The thoughts and feeling that the communicator is attempting to elicit
in the receiver
FEEDBACK: Any information that people receive about their behaviour or performan
ce, its effect on others, or comparion to a standard or expectation
NONVERBAL COMMUNICATION: All element of communication that do not involve words
Words = 10%
Tone = 20-30%
Nonverbal = 60-80%
SPEECH VARIATIONS (PARALANGUAGE): Variations in a person's speech
Kinesics: The study of body movements, including posture
EMOTIONAL INTELLIGENCE (EQ): The ability to recognize and manage emotion in ones
elf and others
PROXEMICS: The study of interpersonal space across cultures
BARRIERS TO COMMUNICATION: Factors that block or signifigantly distort successfu
l communication
LOW-CONTEXT CULTURES: Cultures that use languages primarily to express thoughts,
feelings, and ideas as clearly and logically as possible
HIGH-CONTEXT CULTURE: Cultures that value language as a way to maintain social h
PERCEPTUAL SCREENS: The window through which we interact with people in the worl
FILTERING: Deleting, delaying, or softening negative information as it moves up
the hierarchy, so that it sound mor favourable
Evaluation: The supervisor is critical and judgemental and will not acce
pt explanation from subordinates
Control: The supervisor constantly directs in an authoritarian manner, a
nd attempts to change other people
Strategy: The supervisor manipulates subordinated and often misrepreents
or twists and distorts what is said
Neutrality: The supervior offers minimal peronal support for and remains
indifferent to employees peronal problems and conflict
Superiority: The supervisor reminds employees who are in charge, closely
oversees the work, and makes employees feel inadequate
Certainty: The supervior is dogmatic and unwilling to admit making mista
ACTIVE LISTENING: A process that goes beyond passivly absorbing a speakers words
. It consists of hearing, attending, understanding, remembering and responding
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