5300 Quiz 3 Flashcards
(129 cards)
1
Q
What element is an essential part of a definition for human communication?
A
Transfer from one person to another
2
Q
Whose thoughts, beliefs, attitudes, and feelings affect communication?
A
Both sender and receiver
3
Q
What is one important way communicators demonstrate that they are “attending?”
A
Active listening
4
Q
How does authenticity foster communication? It makes you
A
true to yourself
5
Q
What are barriers to effective communication?
A
Semantics, emotions, personal barriers, false understanding
6
Q
What element enhances one-to-one communication?
A
Feedback
7
Q
T/F Communication is mostly associated with the function of organizing.
A
False. It is associated with directing.
8
Q
In addition to the passing of information, what else must be passed for effective communication?
A
Understanding
9
Q
What might cause a manager to use one-way communication?
A
Authoritarian management style “sender’s position”. Also, time
10
Q
What is the strongest force in causing us to short-cut communications?
A
Time
11
Q
Why do words impede effective communication?
A
They are likely to mean different things to different people. Semantics
12
Q
What is the effect of negative emotions (resentment or anger) on communication?
A
Polarity, and defensiveness
13
Q
What two words should be avoided in communication?
A
Never and always
14
Q
What are the 4 major methods of verbal communication?
A
Reading, writing, listening, speaking
15
Q
For a manager, which mode of verbal communication requires the most time?
A
Listening
16
Q
What should a manager do to reduce the effect of emotions when listening?
A
Control their emotions
17
Q
What is the impact of cultural differences that reduce good communication?
A
Increased tensions and more interpersonal conflicts
18
Q
What must a manager do to enhance communication with in a diverse work group?
A
Recognize individual differences that are culturally based
19
Q
What are guidelines for communicating orally?
A
Determine what you want to communicate and why. Always keep the listener’s needs, interests and attitudes in mind, use empathy. Use language appropriate to the listener’s education and experience. Follow-up with a request for feedback in listeners own words.
20
Q
What are guidelines (or essential qualities) for effective listening?
A
Be attentive. Wait before responding. Listen for the whole message, context, & nonverbals. Interrupt only to clarify meaning & as seldom as possible. Know your own emotional sore/hot spots and give the benefit of the doubt.
21
Q
What is the major drawback of written communication?
A
It is essentially one-way communication
22
Q
How can a manager overcome the primary problem when using written communication?
A
Take steps to follow guidelines for effective writing
23
Q
When writing a memo, who should be uppermost in mind?
A
The primary audience
24
Q
You are requesting approval for a new flex time policy for professionals in your department. Who is the primary audience?
A
Your boss who will approve the policy change
25
Why should unnecessary words be omitted from business writing?
They add bulk without contributing to clarity
26
What modification in the rules of classic business writing can facilitate communication?
Be friendly & personal - use personal pronouns and conversational tone. Use direct & active language - ask direct questions. Use contractions - aids in conversational tone. Write short sentences they are less likely to be misinterpreted. Prepositions & conjunctions may be okay. Say what you need to say and stop.
27
What is the maximum number of words a sentence should contain?
15 to 20
28
Why should you try to keep letters and messages as brief as possible?
Excessive words heighten the potential for misunderstanding
29
What has been the impact of email on principles of good written communication?
erosion
30
What are guidelines for better letters?
Write for a specific audience. Avoid unneeded words. Use simple words. Edit & rewrite.
31
What are the functions of written communication?
Advise (or inform). Explain, request, convince. Provide a permeant record
32
What is the drawback of written communication?
It is one-way.
33
What are two sources of assistance to effective writing?
The desire to improve your writing. Practically oriented teachers & good references on writing.
34
What are zero words?
Can be removed, do not contribute to the meaning of a sentence.
35
What are optional words?
optional qualifiers or modifiers
36
What are simple words?
don't use jargon or made-up words
37
When is it essential to hold a meeting? When
there is no other way to accomplish what's necessary
38
What is the best reason for holding some meetings? Because they
facilitate participative management
39
What is the primary value of holding Information Meetings, even tho the flow of information is essentially one way?
There is opportunity for questions and clarification
40
What is the purpose of Discussion Meetings?
gain agreement
41
What goal is to be achieved in a Directed Discussion?
Acceptance of the decision
42
Who should participate in a Problem Solving Discussion?
Those directly related to a defined problem
43
What is the purpose of an Exploratory Discussion?
Genrate ideas
44
What is the primary purpose of departmental staff meetings?
Communication
45
Your department has very low patient satisfaction scores. What is the first step in preparing for a meeting on this subject?
Define the problem
46
What meeting format would be best to address the problem of low patient satisfaction scores?
Exploratory discussion
47
To ensure a productive meeting, what qualities are desired in those invited?
Knowledge and authority
48
What technique can supervisors use to make meetings more effective?
Keep to the meeting agenda and plan
49
What is the first things the chair should do when a meeting has been called to order?
State how long the meeting should last
50
What are positive reasons for having a meeting?
Best available technique for arriving at joint conclusions and joint actions. Participative management. Two-way communication.
51
Perceived problems of video conferencing
Expense, eye-contact, self-consciousness
52
Use video conferencing when:
Visuals are needed. A live conversation is needed & people can't travel. Travel is cost too expensive.
53
Information meeting
Transfer of information. Leader does most of the talking. One-way. Allows for discussion and clarification.
54
Discussion meeting
Seek to gain agreement through exchange or ideas. Two-way
55
Direct discussion meeting
A sales pitch. The conclusion has been determined and you seek acceptance of the decision.
56
Problem solving discussion meeting
Group problem solving.
57
Exploratory discussion meeting
Gain information and develop ideas on which a decision can be made. Generate ideas
58
Staff meeting
Can be information of discussion meeting or both. Held for the purpose of communication. Can be used to solve problems, sell ideas, explore issues.
59
The main reason for CE among health professionals is to prepare for advancement in the field?
False
60
What is the main reason for CE among health professionals?
To keep change under control and make it work for you.
61
In addition to the personal benefits of CE, why must hospitals make you do it?
It's required for accreditation
62
What are some topics that must be included in the orientation and training of all hospital employees, regardless of profession?
Patient's bill of rights, procedures for reporting incidents, safety practices, HIPPA requirements
63
How does a supervisor generally demonstrate commitment to CE?
Giving time and effort
64
What are some major types of CE classes?
Informational, skills, concept programs.
65
Why are "concept programs" less effective than they might be? Because they are
treated like informational programs
66
On what does the true success of a concept program depend?
Application in daily practice
67
What is a recommended objective of CE for employees in any department?
Develop maximum cross training
68
As a supervisor your immediate goal with regards to CE for your employees is to meet accreditation standards?
False
69
Your immediate goal of CE for your employees is?
to impart knowledge and skills
70
The long range goal with regards to CE for your employees is preparation for job promotion?
False
71
What is the long-range goal of CE?
To create a learning attitude among you employees.
72
As a new supervisor what would be your first step in developing a CE program for your department?
Get and study a good book on the subject
73
When would you use a skills inventory? To help
determine training needs
74
What is the basis of a skills inventory?
Major tasks in the department
75
What are the keys to a supervisor being an effective instructor in the department?
Practice and preparation
76
Pre-assessment of the employee is the first step in the process of imparting skill or knowledge to an employee in your department?
True
77
In the teaching process it is essential that you check to be sure the employee understands what you are teaching?
True
78
What are some things that you, as the instructor, must remember when instructing employees?
1. Vary the teaching methods and modes of presentation used 2. The learners are workers, not students 3. People have different learning styles 4. Teaching is valuable form of learning
79
Why is CE so urgent in hospitals today?
Change is happening so fast
80
What types of training programs are valuable for supervisors in today's health care settings?
Orientation for new supervisors, Management development, "How-to" programs
81
What are some examples of "how to" training programs for supervisors?
Improve personal effectiveness. Deal with difficult employees
82
The common shortcoming of most CE management programs is that they rarely meet the true needs of new supervisors?
False
83
You should not expect the institution to provide CE for you as a supervisor.
True
84
Your personnal commitment has the greatest influence on how you and your employees benefit from CE?
True
85
The process of imparting skills and knowledge includes:
Encourage them, Tell and demonstrate, Check for their understanding, Let them try it
86
Who is often the primary teacher in departmental CE?
the supervisor, although senior employees and various skilled individuals can be used as well
87
Supervisory education should take what two forms?
An orientation program for new supervisors. Management development programs to be accessed periodically throughout employment. "How-tos"
88
The supervisor's approach to continuing education for employees can utilize:
Departmental orientation for new employees, on-the-job training, cross-training, development of multi-skill specialists
89
What managerial behaviors inhibit upward communication?
Supervisors attitude. Resistance to involvement. Time available. Changing spans of control - multiple location assignments. Past failure to respond-insufficient feedback to employees.
90
What organizational factors inhibit upward communication?
Number of management layers in the organization. Large physical distance. Complexity of the problem.
91
How does organizational size affect communication?
Numerous layers encourage distortion of the message.
92
What characteristics of managers that inhibit upward communication?
Resistance to employee problems. Unavailability. Failure to respond in a timely manner
93
Employees have greatest control over downward communication?
False. Employees have more control over upward communication.
94
What are some attitudes or practices of employees that inhibit upward communication?
Unwillingness to share information. Emotion and prejudice.
95
What are the directions of formal communication?
Upward, downward, horizontal
96
What can you as a supervisor do to enhance communication between yourself and your subordinates?
Use numerous communication methods; keep your lines open and operating
97
How can formal communication be characterized?
Follows lines of authority
98
How does administration foster horizontal communication?
Department head meetings
99
Which avenues of communication do you have most control over?
Your out going lines of communication
100
From which source of incoming information do you have most control?
Subordinates
101
Which line of communication presents more problems than the others?
Communication coming in from your supervisor
102
What are some things you can do to facilitate communication between yourself and your boss?
Solve most of your own problems. Be brief and to the point. Do your homework and have possible solutions to the problem. Structure the communication to make it easy for your boss to answer in a few words. Make yourself available.
103
What is the grapevine?
Communication network of the informal organization
104
Why is your communication with your subordinates the most important channel of communication you have?
You are responsible for services provided by your subordinates
105
Proper spelling & grammar are NOT important in email communication?
False
106
What is one important way communicators demonstrate that they are "attending?"
Active listening
107
What should a manager do to reduce the effect of emotions when listening?
control his/her feelings
108
When writing a memo, who should be uppermost in mind?
The primary audience
109
Why should unnecessary words be omitted from business writing?
They add bulk without contributing to clarity
110
When is it essential to hold a meeting?
When there is no other way to accomplish what's necessary
111
What technique can supervisors use to make meetings more effective?
Keep to the meeting agenda and plan
112
Why is CE so urgent in hospitals today?
Change is happening so fast
113
Which of the following managerial behaviors inhibit upward communication?
Defensive administrator
114
How does organizational size affect communication?
Numerous layers encourage distortion of the message
115
From which source of incoming information do you have most control?
Subordinates
116
Why is your communication with your subordinates the most important channel of communication you have?
You are responsible for services provided by your subordinates
117
T/F? How the employees view their leaders & thus how they may come to view the organization can be significantly influenced by the leader's communication style.
True
118
T/F? To be an effective listener one must concentrate his or her attention on extracting the factual information from what is being said.
True
119
Effective & successful two-way communication requires?
That all participants must want the same thing or must generally have a common purpose in communicating.
120
The most serious drawback of written communication is?
Writing is essentially one way, with no opportunity for immediate feedback.
121
The audience you intend for any given piece of writing should be?
The person who needs to understand and act on what you are communicating.
122
One distinct "advantage" that some users seem to gain from the use of electronic mail is?
Email does not permit immediate feedback.
123
T/F? The first step in preparing for a meeting is to identify and invite the necessary participants?
False
124
What is the first step in preparing for a meeting?
Define the problem, then confirm need for the meeting, decide what should be accomplished, select the type of meeting, select participants
125
The basic purpose of any information meeting is to?
Transfer information to the attendees.
126
In addition to providing a means of keeping up with new developments, continuing education also?
Provides reinforcement through refresher education
127
Probably the most valuable result of continuing education for some employees is?
It serves as preparation for those who wish to work for advancement.
128
In dealing with communication transmitted by way of the grapevine, the first-line supervisor should?
Tune in and listen to what the grapevine is carrying and learn from it.
129
Improving communication with one's organizational superior, the supervisor should consider?
Structuring communications to make it as easy as possible for the boss to respond.
