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Leadership NCCC > Chapter 5 - Communication > Flashcards

Chapter 5 - Communication Flashcards

1
Q

Communication related to 4 competencies?

A

Job Mobility

Upward Mobility

Job Level

Salary

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2
Q

Define 5 Communication Skills?

A

Express oneself

Persuade/Influence Others

Share Information

Command Others

Resolve Conflicts

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3
Q

Communication Process

Define 4 Communication Processes?

A

Create/Maintain Relationships

Understand Group Dynamics

Manage Conflicts

Transmit Cultural Norms

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4
Q

Communication Process

Person that initiates an interaction process to encode and put words into a message?

A

Sender

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5
Q

Communication Process

Person that interprets the context of the message being communicated?

A

Receiver

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6
Q

Communication Process

Most important element of communication and contains verbal, nonverbal or written elements?

A

Message

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7
Q

Communication Process

Reaction given by the receiver that tells the sender that the message was either understood or more clarification is needed?

A

Feedback

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8
Q

Communication Process

Anything that interferes with the success of sending or receiving the message?

A

Noise

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9
Q

Communication Process

The type of communication tool used to send a message? Examples include e-mail, text or voice message.

A

Channel

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10
Q

Functions of Communication

Used to cause individuals or groups to adopt new ideas or persuade others?

A

Persuasion/Influence

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11
Q

Functions of Communication

Exchange facts or information with colleagues, supervisors or group members?

A

Information Sharing

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12
Q

Functions of Communication

Core of communication used in social interactions to express creativity? Comprises largest part of human communication?

A

Social/Expressive

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13
Q

Functions of Communication

Used to dictate policy, stop an activity, or give direction to ensure safety?

A

Command/Instruct

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14
Q

Functions of Communication

Used to resolve problems, critical to task accomplishment and group growth?

A

Conflict Resolution

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15
Q

Effective Communication

Senders and receivers are credible and trustworthy and credibility is created by task competence?

A

Effective Communication Defined

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16
Q

Effective Communication

Shared meanings needed between sender and receiver where biases could impact the communication process

A

Internal Factors

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17
Q

Effective Communication

Physical environment, timing issues, and noise could influence the effectiveness of this communication?

A

External Factors

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18
Q

Effective Communication

Confidence in the speaker is increased due to appropriate dress where oral presentation skills are polished and complete?

A

Professionalism

19
Q

Increasing Communication Effectiveness

When the message is received as intended?

A

Increasing Communication Effectiveness - Defined

20
Q

Increasing Communication Effectiveness

Adjusting the communication pattern to the age, cultural differences, and maturity of the audience?

A

Speak and Write at Audience Level

21
Q

Increasing Communication Effectiveness

The function and reason for communication delivered at the audience level that is clear and concise?

A

Communicate to Share Ideas

22
Q

Increasing Communication Effectiveness

Important that the message sent is interpreted and perceived by the receiver clearly, and can be the difference between what is being communicated and how it is understood?

A

Clear Intent vs. Interpretation

23
Q

Six C’s of Effective Communication

Language and message have little chance of being misunderstood?

A

Clear

24
Q

Six C’s of Effective Communication

Minimizes misinterpretation of the message?

A

Concise

25
Q

Six C’s of Effective Communication

Accurate communication?

A

Correct

26
Q

Six C’s of Effective Communication

Essential for the message to be fully understood?

A

Complete

27
Q

Six C’s of Effective Communication

Considerate of the receivers needs and enhances communication?

A

Courteous

28
Q

Six C’s of Effective Communication

Communication that is logical with reasoning or rationale?

A

Convincing

29
Q

Miscommunication

Improperly encoded message or the choice of the channel? Could lead the receiver to misinterpret the message?

A

Miscommunication Defined

30
Q

Miscommunication

Important messages should be repeated how many times to ensure it is received by the listeners?

A

3 Times

31
Q

Barriers to Communication

Disorganized thoughts, lack of credibility, and uses inappropriate language?

A

Barrier to Communication - Sender

32
Q

Barriers to Communication

Poor listening skills, bias, and defensiveness about the sender?

A

Barriers to Communication - Receiver

33
Q

Barriers to Communication

Lack of openness to different or opposing views, lack of cohesiveness, and unwilling to talk?

A

Barriers to Communication - Group

34
Q

Verbal Language for Effective Communication

Opinions formed based on verbal skills, the ability to articulate, and clarity of the message?

A

Verbal Language for Effective Communication - Defined

35
Q

Verbal Language for Effective Communication

Expand vocabulary, use action words to illustrate abstract ideas? Compare and contrast techniques that aid comprehension?

A

Verbal Language for Effective Communication - Skills

36
Q

Listening

Takes up more hours per day than any other activity and takes work to develop?

A

Listening Defined

37
Q

Listening

Share feelings, needs, and intentions of others?

A

Empathetic Listening

38
Q

Listening

Used to understand facts, ideas, and themes the speaker is sharing?

A

Comprehensive Listening

39
Q

Listening

Used to evaluate ideas and make judgments as they are expressed?

A

Critical Listening

40
Q

Listening

Stimulates the mind and senses and is done for pleasure?

A

Appreciative Listening

41
Q

Three Primary Skill Clusters of Listening

How listeners pay attention to what is being said and how the message is being conveyed?

A

Attending Skills - Defined

42
Q

Three Primary Skill Clusters of Listening

Squarely facing the speaker, using an open posture, leaning toward the speaker, keeping direct eye contact while maintaining a relaxed appearance?

A

Attending Skills - SOLER

43
Q

Three Primary Skill Clusters of Listening

Nodding the head, using an inviting look of interest while using statements like “I see what you mean” or “tell me more?”

A

Following Skills

44
Q

Three Primary Skill Clusters of Listening

Summarizing what is said, and being able to restate issues if needed to ensure the listener comprehends the message?

A

Reflecting Skills

Leadership NCCC (4 decks)

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