Flashcards in Chapter 4 Deck (16)
1. What are the two basic forms of communications?
interpersonal communication - takes place between two or more individuals organizational communication
• many different forms, networks, and systems that occur among individuals, groups,
departments, and teams within an organization
2. Define "communication."
the exchange of information and meaning giving and receiving of information, signals, or messages through speaking, gestures,
writing, and other means
• system for sending and receiving messages
3. Describe and identify the activities associated with conscious communications.
• use of senses internally . recreation of dialogues in an individual's mind . structure of how one remembers experiences behaving . seen, felt, and heard . facial expressions, speech, gestures feeling
• emotional and physiological states of mind
4. Communication can be delivered through numerous methods. Describe three mediums
through which communication takes place.
face-to-face conversation telephone conversation telephone conferencing voice mail meetings (face to face/virtual/remote) video/web conferencing e-mail BlackBerry® visual documents (word processing, graphs, charts)
5. Identify several barriers to communications.
words and noise related to perception one-way communications criticism or sarcasm biasing or stereotyping overreacting hidden agendas stress mixed verbal and nonverbal messages cultural and language barriers variations in interpersonal trust
Managing the Organization
6. Discuss six keys to how effective interpersonal communication skills can lead to positive
working relationships and communication competence.
• required by business
desired based on enjoyment productive work that creates satisfaction contributing to meet deadlines and meet goals trusting compatibility and common pursuits
7. What are some communications missteps?
constantly checking the time focusing on a computer or TV screen frequently taking cell phone calls allowing unnecessary interruptions rushing conversations overstaying a welcome staring at people gossiping
eating while talking
• judging others
8. How do verbal and nonverbal communications differ?
paralinguistic: volume, rate, tone, pace, and articulation nonverbal
• body language to include gestures, facial expressions, environment
9. Name and describe the three types of communication behaviors that can be used to influence others in the workplace.
open and respectful of the rights of others; self-revealing/self-respecting aggressive
openly aggressive/concealed aggressive; gives little consideration for feelings of oth
ers passive 1 inhibited, self-denying, and conflict avoidant; ignores their own needs and wants
10. Identify and discuss the differences between the three negative listening beliefs
• belief that this is the way it has always been and will always be worthlessness
• belief that you don't feel worthy of something helplessness
• belief that you are alone without others' support
11. What are the three listening competencies, and what role do they play in communication?
. proficiency, understanding, and judgment in communicating knowledge
• facts and range of information that needs to be processed attitude
way a person acts, feels, thinks; the person's disposition
12. Compare and contrast active and reflective listening.
• multi-sensory process of focusing listening energies toward another person's communication style to create shared meaning
• reflective listening
one reflects one's own understanding of the message received through the use of questioning, paraphrasing, mirroring, and reflecting
13. Discuss and provide examples of approaches a manager may use when demonstrating
effective listening skills.
• asking questions
• gain clarification from senders
• reflecting feelings and attitudes and words of the speaker in communication
managing body language and gestures in interactions given feedback received during the communication process
14. Describe and discuss the two types of organizational communication channels, and provide
examples of each
- upward, downward, horizontal, external informal
• grapevine/liaison, management by walking around
15. As a manager, identify some strategies you can adopt to ensure communication technologies are used effectively to establish positive working relationships.
• experience with virtual technology
time constraints functional cultural differences accessibility to technology support and training