I/O PSY CHAP 11

• Upward communication


  Communication within an organization in which the direction of communication is from employees up to management
• Serial communication


  Communication passed consecutively from one person to another
• MUM (minimize unpleasant messages) effect


  The idea that people prefer not to pass on unpleasant information, with the result that important information is not always communicated
• Communication channel


  The medium by which a communication is transmitted
• Proximity


  Physical distance between people
• Attitude survey


  A form of upward communication in which a survey is conducted to determine employee attitudes about an organization
• Suggestion box


  A form of upward communication in which employees are asked to place their suggestions in a box
• Complaint box


  A form of upward communication in which employees are asked to place their complaints in a box
• Liaison


  A person who acts as an intermediary between employees and management, or the type of employee who both sends and receives most grapevine information
• Ombudsperson


  A person who investigates employees' complaints and solves problems
• Union steward


  An employee who serves as a liaison between unionized employees and management
• Downward communication


  Communication within an organization in which the direction of communication is from management to employees
• Bulletin board


  A method of downward communication in which informal or relatively unimportant written information is posted in a public place
• Policy manual


  A formal method of downward communication in which an organization's rules and procedures are placed in a manual; legally binding by courts of law
• Newsletters


  A method of downward communication typically used to communicate organizational feedback and celebrate employee success
• Intranet


  A computer-based employee communication network used exclusively by one organization
• Business communication


  The transmission of business related information among employees, management, and customers
• Informal communication


  Communication among employees in an organization that is not directly related to the completion of an organizational task
• Grapevine


  An unofficial, informal communication network
• Single-strand grapevine


  A pattern of grapevine communication in which a message is passed in a chain-like fashion from one person to the next until the chain is broken
• Gossip grapevine


  A pattern of grapevine communication in which a message is passed to only a select group of individuals
• Probability grapevine


  A pattern of grapevine communication in which a message is passed randomly among all employees
• Cluster grapevine


  A pattern of grapevine communication in which a message is passed to a select group of people who each in turn pass the message to a few select others
• Isolate


  An employee who receives less than half of all grapevine information
• Dead-enders


  Employees who receive much grapevine information but who seldom pass it on to others
• Gossip


  Poorly substantiated information and insignificant information that is primarily about individuals
• Rumor


  Poorly substantiated information that is passed along the grapevine
• Interpersonal communication


  Communication between two individuals
• Noise


  Any variable concerning or affecting the channel that interferes with the proper reception of a message
• Intimacy zone


  A distance zone within 18 inches of a person, where only people with a close relationship to the person are allowed to enter
• Personal distance zone


  A distance zone from 18 inches to 4 feet from a person that is usually reserved for friends and acquaintances
• Social distance zone


  An interpersonal distance from 4 to 12 feet from a person that is typically used for business and for interacting with strangers
• Public distance zone


  Distance greater than 12 feet from a person that is typical of the interpersonal space allowed for social interactions such as large group lectures
• Paralanguage


  Communication inferred from the tone, tempo, volume, and rate of speech
• Artifacts


  The things people surround themselves with (clothes, jewelry, office decorations, cars, etc.) that communicate information about the person
• Open desk arrangement


  An office arranged so that a visitor can sit adjacent to rather than across from the person behind the desk
• Closed desk arrangement


  An office arranged so that a visitor must sit across from the person behind the desk
• Leveled


  Describes a message from which unimportant informational details have been removed before the message is passed from one person to another
• Sharpened


  Describes a message in which interesting and unusual information has been kept in the message when it is passed from one person to another
• Assimilated


  A description of a message in which the information has been modified to fit the existing beliefs and knowledge of the person sending the message before it is passed on to another person