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communication
The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver).
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encoding
The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message).
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channels of communication
The pathways over which messages are transmitted (e.g., telephone lines, mail, etc.).
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decoding
The process by which a receiver of messages transforms them back into the sender's ideas.
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feedback
Knowledge about the impact of messages on receivers
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noise
Factors capable of distorting the clarity of messages at any point during the communication process.
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spam
Unsolicited commercial e-mail messages.
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verbal communication
The transmission of messages using words, either written or spoken
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nonverbal communication
The transmission of messages without the use of words (e.g., by gestures, the use of space).
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verbal media
Forms of communication involving the use of words (e.g., telephone messages, faxes, books, etc.).
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newsletters
Regularly published internal documents, either hard copy or electronic in nature, describing information of interest to employees regarding an array of business and non-business issues affecting them.
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intranet
A private Web site that can be accessed only by a company's employees.
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employee handbook
A document describing to employees basic information about a company; a general reference regarding a company's background, the nature of its business, and its ru1es.
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recruitment ads
Written documents prepared for the purpose of sharing information about the organization for purposes of soliciting new employees.
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media richness theory
A conceptualization specifying that the effectiveness of any verbal medium depends on the extent to which it is appropriate for ambiguity of the message being sent.
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computer-mediated communication
Forms of communication that are aided by the use of computer technology (e.g., e-mail, instant messaging).
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podcast
A pre-recorded message distributed for playback on an MP3 player, such as Apple's iPod (i.e., an iPod broadcast).
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RSS feed
Information, usually news, delivered to Web sites on a real-time basis, as events occur.
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blogs (Web logs)
Web pages in which people express their personal experiences and feelings; an Internet-based diary.
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synchronous communication techniques
Forms of communication in which the parties can send and receive messages at the same time.
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video-mediated communication (VMC)
Conferences in which people can hear and see each other using computers.
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e-mail (electronic mail)
A system whereby people use personal computer terminals to send and receive messages between one another using the Internet.
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information overload
The feeling of being overwhelmed by more information than one can process
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emoticons (emotional icons)
Symbols typed using characters such as commas, hyphens, and parentheses for purposes of expressing emotions in online communication.
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instant messaging
The practice of communicating with another online by typing messages into boxes that pop up on the screen as needed.
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formal communication
The sharing of messages regarding the official work of the organization.
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informal communication
The sharing of messages that are unrelated to the organization's official activities.
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organizational structure
The formally prescribed pattern of connections between the various units of an organization reflecting, for example, reporting relationships, formal communication channels.
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organization chart
A diagram showing the formal structure of an organization, indicating who is to communicate with whom.
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reporting relationships
Formal connections between people indicating who must answer to whom in an organization.
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direct report
Someone in an organization, a subordinate, who must answer directly to a higher-level individual in that organization.
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downward communication
Communication from people at higher organizational levels to those at lower organizational levels.
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MUM effect
The reluctance to transmit bad news, shown either by not transmitting the message at all, or by delegating the task to someone else.
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upward communication
Communication from people at lower organizational levels to those at higher organizational levels.
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IateraI communication
Communication between individuals at the same organizational level.
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strategic communication
The practice of presenting information about the company to broad, external audiences, such as the press.
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informal communication network
The informal connections between people; the pathways through which they share informal information.
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old boys' network
A gender-segregated informal communication network composed of men with similar backgrounds.
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snowball effect
The tendency for people to share informal information with others with whom they come into contact.
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grapevine
An organization's unofficial channels of communication, through which informal information travels.
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rumors
Information with little basis in fact, often transmitted through informal channels.
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pipe dreams
Types of rumour that express people's wishes.
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bogie rumors
Rumors that are based on people's fears and anxieties.
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wedge drivers
Rumors in which people intentionally say malicious things about someone with the intent of damaging that individual's reputation.
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home-stretchers
Rumors designed to reduce the degree of ambiguity in a situation by telling a story about something before it happens.
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jargon
The specialized language used by a particular group (e.g., people within a profession).
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say-do matrix
A way of differentiating systematically with respect to consistencies and inconsistencies in what people say and what they do.
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HURIER model
The conceptualization that describes effective listening as made up of the following six components: hearing, understanding, remembering, interpreting, evaluating, and responding.
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overload
The condition in which a unit of an organization becomes overburdened with too much incoming information.
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gatekeepers
People responsible for controlling the flow of information to others to keep them from becoming overloaded.
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queuing
Lining up incoming information so it can be managed in an orderly fashion.
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suggestion systems
Formal mechanisms through which employees can present ideas to their companies.
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corporate hotlines
Telephone lines staffed by corporate personnel ready to answer employees' questions, listen to their comments, and the like.
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brown bag meetings
Informal get-togethers over meals in which people discuss what is going on in their companies.
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skip-level meetings
Gatherings of employees with corporate superiors who are more than one level higher than themselves in an organizational hierarchy.
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employee surveys
Questionnaires designed to assess how employees feel about their organizations.
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supportive communication
Any communicatign that is accurate and honest, and that builds and enhances relationships instead of jeopardizing them.
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invalidating Ianguage
Language that arouses negative feelings about one’s self_worth.
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validating language
Language that makes people feel recognized and accepted for who they are.
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conjunctive statements
Statements that keep conversations going by connecting one speaker's remarks to another's.
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disjunctive statements
Statements that are disconnected from a previous statement, tending to bring conversations to a close.
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