| active listeners | Listeners who receive a sender's signals, decode them as intended, and provide appropriate and timely feedback to the sender.
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| attribution process | Deciding whether an observed event is caused primarily by external or internal factors.
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| communication | The process by which information is exchanged and understood between people.
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| downward communication | Occurs when information flows from higher to lower levels within an organization hierarchy.
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| drop-off | Distortion in the content of a message as it passes through a communication system.
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| emotional contagion | The automatic process of "catching" or sharing another person's emotions by mimicking that person's facial expressions and other nonverbal behavior.
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| filtering | The tendency to alter information in some way, or fail to pass it on at all, as it moves through a communication system.
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| flaming | The act of sending an emotionally charged message to others.
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| formal channels | Systems of officially sanctioned channels within an organization that are used regularly to communicate information.
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| fundamental attribution error | The tendency to blame people rather than the environment for poor performance.
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| grapevinz | The spread of unsanctioned information (rumor and gossip) through personal networks.
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| horizontal communication | Occurs among employees and units that are at the same hierarchical level in an organization.
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| informal channels | Unofficial communication channels not formally established by managers.
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| information overload | Occurs when the volume of information received exceeds a person's capacity to get through it.
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| jargon | Technical language and acronyms as well as recognized words with specialized meaning in specific organizations or social groups.
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| media richness | The volume and variety of information that a sender and receiver can transmit during a specific time.
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| noise | The psychological, social, and structural barriers that distort and obscure a sender's intended message.
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| nonverbal communication | Messages sent through human actions and behavior rather than words.
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| perception | The process of attending to, interpreting, and organizing information.
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| personal networks | Relationships between individuals.
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| recency effect | Occurs when the most recent data dominate perceptions.
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| selective perception | The tendency to notice and attend to information that is consistent with our values, beliefs, and expectations while ignoring or screening out information that is inconsistent with these.
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| self-serving bias | The tendency to attribute our favorable outcomes to internal factors and our failures to external factors.
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| sensing | The process of receiving signals from a sender and paying attention to them.
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| stereotyping | The process of assigning traits to people based on their membership in a social category.
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| upward communication | Occurs when information flows from lower to higher levels within an organization hierarchy.
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