Textbook Notes (362,734)
Canada (158,032)
MGHB02H3 (268)
Chapter 9

Chapter 9 Notes-Communication

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University of Toronto Scarborough
Management (MGH)
Samantha Montes

Chapter 9: Communication Communication: The process by which information is exchanged between a sender and a receiver. Interpersonal communication is the exchange of information between people. Effective communication: The right people receive the right information in a timely manner. Chain of command: Lines of authority and formal reporting relationships. Three necessary forms of communication can be accomplished. Downward communication: Information that flows from the top of the organization toward the bottom. Upward communication: Information that flows from the bottom of the organization toward the top. Horizontal communication: Information that flows between departments or functional units, usually as a means of coordinating effort. Deficiencies in the Chain of Command Informal Communication: It fails to consider informal communication between members. However, informal grapevine can spread rumours about the organization. Filtering: Getting the right information to the right people is often inhibited by filtering. It is the tendency for a message to be watered down or stopped during transmission. On one hand, employees are supposed to filter information but it may prevent the right people from getting the right information. Upward filtering often occurs because employees are afraid that their boss will use the information against them. Downward filtering is often due to time constraints, simple lack of attention to detail, or more sinister motives. Open door policy: The opportunity for employees to communicate directly with a manager without going through the chain of command. Slowness: It can be painfully slow. Even slower for horizontal communication between departments and not a good mechanism for reacting quickly to customer problems. Barriers to Effective Manger-Employee Communication Conflicting Role Demands: Many managers will have difficulty balancing task and social- emotional functions. The Mum Effect: The tendency to avoid communicating unfavourable news to others. The sender need not be responsible for the bad news for the mum effect to occur. Employees with strong aspirations for upward mobility are especially likely to encounter communication difficulties with their bosses. Also, the boss might be reluctant to transmit bad news downward. Grapevine: An organizations informal communication network. It often cuts across formal lines of communication that are organized by management. Distinguishing features of grapevine: 1) Written notes, emails, faxes contribute to grapevine along with word of mouth. 2) Organizations often have several grapevine systems, some of which may be loosely coordinated. www.notesolution.com
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