COM 1000 Chapter Notes - Chapter 9: Emotional Labor, Social Undermining, Customer Service
Document Summary
Organizations: social collectives, or groups of people in which activities are coordinated to achieve both individual and collective goals. Organizational communication: the ways in which groups of people both maintain structure and order through symbolic interactions and allow individual actors the freedom to accomplish their goals. Economic orientation: tend to manufacture products and/or offer services for consumers. Political orientation: generate and distribute power and control within society. Integration orientation: help mediate and resolve discord among members of society. Court system, public interest groups, and conflict management centers. Pattern-maintenance orientation: promote cultural and educational regulation and development within a society. Communication networks: are patterns through which relationships where information flows in an organization. Formal communication: consists of messages that follow prescribed channels of communication throughout the organization. Downward communication: occurs whenever superiors initiate messages to subordinates. Job instruction, policy and procedure, feedback and motivation. Upward communication: occurs when messages flow from subordinates to superiors.
