KEY TERMS
Communication process The method by which information is delivered from
a sender to a receiver.
Communication systems Provides formal and informal methods for moving
information throughout an organization.
Management-by-walking-around (MBWA) Managers exhibit this method of
management when they leave their offices and engage employees one-onone
at their workstations.
Informal communication methods May be written or verbal; examples include
open door policies, the employee grapevine, and MBWA.
Employee grapevine Informal communication that arises spontaneously from
the social interaction of people in the organization.
Formal communication methods May be written or verbal; examples include
memos, reports, employee suggestion boxes, newsletters, and meetings.
Open-door policy A company policy whereby the manager’s door is always
open to employees who may wish to voice a complaint or state an issue.
Downward communication Information that flows down the chain of command
to set policy, to provide information, and to influence others.
Upward communication Information that flows from the lower levels of the organization
to the higher levels. This often represents information initiated by
employees who seek to inform or influence those who are higher in the corporate
hierarchy.
Employee suggestion box A common tool used to seek employee input where
employees write suggestions or cost-saving ideas and drop them in a box.
Management will later retrieve the suggestions submitted by employees and
review them.
Passive listening Hearing but not processing the information being sent.
Active listening A concentrated effort to focus and to fully understand the message
that is being sent.
Positive feedback Employee feedback that seeks to boost morale and reinforce
positive behavior or actions.
Negative feedback Employee feedback that serves to correct behavior that is
unacceptable and that does not conform to performance standards. It is essential
that negative feedback focuses on the employee’s behavior, rather than
on the employee personally.
KEY TERMS
Communication process The method by which information is delivered from
a sender to a receiver.
Communication systems Provides formal and informal methods for moving
information throughout an organization.
Management-by-walking-around (MBWA) Managers exhibit this method of
management when they leave their offices and engage employees one-onone
at their workstations.
Informal communication methods May be written or verbal; examples include
open door policies, the employee grapevine, and MBWA.
Employee grapevine Informal communication that arises spontaneously from
the social interaction of people in the organization.
Formal communication methods May be written or verbal; examples include
memos, reports, employee suggestion boxes, newsletters, and meetings.
Open-door policy A company policy whereby the manager’s door is always
open to employees who may wish to voice a complaint or state an issue.
Downward communication Information that flows down the chain of command
to set policy, to provide information, and to influence others.
Upward communication Information that flows from the lower levels of the organization
to the higher levels. This often represents information initiated by
employees who seek to inform or influence those who are higher in the corporate
hierarchy.
Employee suggestion box A common tool used to seek employee input where
employees write suggestions or cost-saving ideas and drop them in a box.
Management will later retrieve the suggestions submitted by employees and
review them.
Passive listening Hearing but not processing the information being sent.
Active listening A concentrated effort to focus and to fully understand the message
that is being sent.
Positive feedback Employee feedback that seeks to boost morale and reinforce
positive behavior or actions.
Negative feedback Employee feedback that serves to correct behavior that is
unacceptable and that does not conform to performance standards. It is essential
that negative feedback focuses on the employee’s behavior, rather than
on the employee personally.
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