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MnScap > Chapter 5 > Flashcards

Chapter 5 Flashcards

1
Q

For communication to occur, what three things must take place

A

1-a sender must transmit information
2-Hey receiver must accept and understand the information
3-The receiver must indicate that information was understood

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2
Q

What is meant by communication being a two-way street

A

Information is to flow back and forth during the communication process with both the sender and receiver transmitting and receiving

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3
Q

Whose job is it to ensure communication occurs

A

When a sender communicates information, it is incumbent upon the sender to ensure the receiver really understands what is been communicated

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4
Q

What are the links of the communication loop

A 
Stimulant
information bin
sender
vehicle
direction
receiver
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5
Q

Stimulant

A

Starts the communication process

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6
Q

Information bin

A

Any resource a sender can use to develop details of the communication

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7
Q

Sender

A

Person or link in the communication loop who will transmit information to an intended receiver

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8
Q

Vehicle

A

Medium selected by a sender which can be verbal, written, physical signs, or any combination

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9
Q

Direction

A

Is the message being sent to a supervisor, down to a subordinate or laterally to the public or a colleague

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10
Q

Receiver

A

Person or link in the communication loop who receives information from a sender

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11
Q

Name the obstructions to the communication process

A

Listening Failure, Prejudice and Bias, Status Intimidation, Imprecise Language, Bad Timing, Personal attitudes and perceptions, Selective listening, Sifting, The critical boss, Premature conclusions, Bottlenecks, Static

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12
Q

Listening Failure

A

Most frequent obstructionto communication

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13
Q

prejudice and bias

A

preconceived notions about participants will influence how and waht is communicated

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14
Q

status intimidation

A

rank or position creates gaps between sender and receivers and more attention is given to the postition of the person thatn the message

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15
Q

Imprecise language

A

improper use of words or signals. The sender must make certain his statements are clear not only to him but also to teh receiver.

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16
Q

bad timing

A

communication should be postponed if sender or receivers ar temporarily distracted or otherwise not prepared to communicate

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17
Q

personal attitudes and perceptions

A

a receiver may try to avoid anything that blocks his personal goals. therefore, any communication that he perceives as interfering with these goals will not be received.

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18
Q

selective listening

A

people like to hear what pleases them, and they tend to block out that which they do not like.

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19
Q

Sifting

A

also called filtering, the process whereby a sender has received information along the loop, but sifts before sending it along.

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20
Q

the critical boss

A

when a boss constantly critiques everything a subordinate says, subordinates tend to become noncommittal and leave themselves an out in everything they say.

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21
Q

permature conclusions

A

when receivers feel they know what is going to be communicated even before the facts are made available

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22
Q

bottlenecks

A

the transmission of to much information.

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23
Q

static

A

distractions in the surrounding environment that interferes with sending and receiving information.

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24
Q

What are teh principals of effective communication

A 
Know your Objectives
Choose your language
Consider the environment
Rehearse
Know your spoken and unspoken messge
Role Play
Feedback
Hypocrisy
Don't over communicate
Listen
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25
Q

Know your objectives

A

the sender should clarify in his own mind what he wants to communicate

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26
Q

choose your language

A

once teh objectives have been clarified, the language and overall tone should become evident

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27
Q

consider the environmetn

A

consider where teh communication is taking place. Is it appropriate or should the communication be moved elsewhere.

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28
Q

Rehearse

A

ask others if what you are going to communicate is appropriate and clear

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29
Q

know your spoken and unspoken messge

A

words themselves account for only 7% of all communication. A good communicator must be sensitive to what he’s saying both verbally and physically.

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30
Q

Role play

A

the sender should put himself in the role of the receiver and ask himself how he would feel if he were to receiver the message.

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31
Q

feedback

A

the best way for a supervisor to judge how he is communicating

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32
Q

hypocrisy

A

sender msut act in accordance with what he is communicating. Can not say one thing and do another.

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33
Q

Don’t over communicate

A

Do not communicate jsut for the sake of communicating with subordinates as tehy will son see messages as frivolous

34
Q

Listen

A

for good communication, the sender must also listen, not only to what the receiver is saying, but also to what he is not saying.

35
Q

What is the importance of background information in oral presentations?

A

The presenter must be thouroughly familiar with background material prior to making any such presentation. To wing it would be a mistake. Audiences are quite perceptive and a presenter attempting to do this will soon be unmasked.

36
Q

What are the three parts of the prinipals of listening?

A
  1. The sender must physically utter sounds or give no-verbal signals that the receiver msut interpret as words.
  2. These words must be translated into meatings.
  3. The receiver must synthesize the meanings of these individual words into an overal meaning or message.
37
Q

Identify the barriers to listening?

A 
Keeping a closed mind
Allowing your thoughts to wander
Dominating a conversation
Getting sidetracked by personal feelings
Allowing environment distractions
Impatience with the sender's speaking style
Restricting the speaker's time
Withholding pertinent questions
38
Q

Why is the issuance of orders an important part of a supervisors job?

A

It is important as specific results must be obtained. The supervisor gives the subordinate a specific direction and the subordinate must understand the direction. Finally, teh supervisor msut make sure the direction was satifactotily carried out.

39
Q

Name the various kinds of orders and give an example of when each mith be best used.

A

A direct order - used when a subordinate shows no initiave. Lazy and indifferent subordinates will only do what is told.
A tactic order - used when a subordinate has the ability, initiateive and judgement to do a job once it is merely pointeed out that something needs to be done.
A reqest order - useful when directing a sensitive or elder employee.
A call for voluteers - useful when the task is dangerous or otherwise unpleasant.

40
Q

Identify erros made when issuing orders

A

Improperly choosing one’s words
Issuing orders on the run
Believing that the order has been understood
Faliing to explain the reason for an order
Failing to follow up on an order
Failing to indicate support

41
Q

Why is follow-up to an order important?

A

Studies indicate taht in general ther is ess than 50% understanding between the supervisor and the subordinate about the nature of the job the latter is suppose to be doing.

42
Q

Define the grapevine and its four basic types.

A

An informal information circuit within agencies
The single strand grapevine - a tells b, who tells c, who tells d and so on
The gossip grapevine - a informs everyone else on teh grapevine.
The probability - a communicates randomly and so on.
The cluster grapevine - a selects and tells c and d, D selects and tells f adn e, and so on

43
Q

How can a upervisor use the garpevine

A

The supervisor can use the grapevine as an early alert system. By being aware of what is being spread, the supervisor can make sure that accurate information is disseminated through formal circuits.

44
Q

Explain how rumors travel along the grapevine and how they are able to exist.

A

Rumors exist due to three conditions
The issue is important to both the sender and the receiver.
The issue is surrounded in uncertainty.
The agency has not used its formal information circuits to give out accurate infromatoin.

45
Q

What are four principals of effective written communication?

A
  1. Have something to say
  2. Have someone to say it so
  3. Have a reason to say in in writing
  4. Have the tools to do it
46
Q

What are the barriers to effective writing?

A 
Inaccurate facts
Unclear sentences
Overloading paragraphs
Confusing opening paragraph
Poor grammar
Improper use of words
The wrong purpose
Failing to support conclusions with facts
47
Q

Name the obstructions to the communication process

A

Listening Failure, Prejudice and Bias, Status Intimidation, Imprecise Language, Bad Timing, Personal attitudes and perceptions, Selective listening, Sifting, The critical boss, Premature conclusions, Bottlenecks, Static

48
Q

Listening Failure

A

Most frequent obstructionto communication

49
Q

prejudice and bias

A

preconceived notions about participants will influence how and waht is communicated

50
Q

status intimidation

A

rank or position creates gaps between sender and receivers and more attention is given to the postition of the person thatn the message

51
Q

Imprecise language

A

improper use of words or signals. The sender must make certain his statements are clear not only to him but also to teh receiver.

52
Q

bad timing

A

communication should be postponed if sender or receivers ar temporarily distracted or otherwise not prepared to communicate

53
Q

personal attitudes and perceptions

A

a receiver may try to avoid anything that blocks his personal goals. therefore, any communication that he perceives as interfering with these goals will not be received.

54
Q

selective listening

A

people like to hear what pleases them, and they tend to block out that which they do not like.

55
Q

Sifting

A

also called filtering, the process whereby a sender has received information along the loop, but sifts before sending it along.

56
Q

the critical boss

A

when a boss constantly critiques everything a subordinate says, subordinates tend to become noncommittal and leave themselves an out in everything they say.

57
Q

permature conclusions

A

when receivers feel they know what is going to be communicated even before the facts are made available

58
Q

bottlenecks

A

the transmission of to much information.

59
Q

static

A

distractions in the surrounding environment that interferes with sending and receiving information.

60
Q

What are teh principals of effective communication

A 
Know your Objectives
Choose your language
Consider the environment
Rehearse
Know your spoken and unspoken messge
Role Play
Feedback
Hypocrisy
Don't over communicate
Listen
61
Q

Know your objectives

A

the sender should clarify in his own mind what he wants to communicate

62
Q

choose your language

A

once teh objectives have been clarified, the language and overall tone should become evident

63
Q

consider the environmetn

A

consider where teh communication is taking place. Is it appropriate or should the communication be moved elsewhere.

64
Q

Rehearse

A

ask others if what you are going to communicate is appropriate and clear

65
Q

know your spoken and unspoken messge

A

words themselves account for only 7% of all communication. A good communicator must be sensitive to what he’s saying both verbally and physically.

66
Q

Role play

A

the sender should put himself in the role of the receiver and ask himself how he would feel if he were to receiver the message.

67
Q

feedback

A

the best way for a supervisor to judge how he is communicating

68
Q

hypocrisy

A

sender msut act in accordance with what he is communicating. Can not say one thing and do another.

69
Q

Don’t over communicate

A

Do not communicate jsut for the sake of communicating with subordinates as tehy will son see messages as frivolous

70
Q

Listen

A

for good communication, the sender must also listen, not only to what the receiver is saying, but also to what he is not saying.

71
Q

What is the importance of background information in oral presentations?

A

The presenter must be thouroughly familiar with background material prior to making any such presentation. To wing it would be a mistake. Audiences are quite perceptive and a presenter attempting to do this will soon be unmasked.

72
Q

What are the three parts of the prinipals of listening?

A
  1. The sender must physically utter sounds or give no-verbal signals that the receiver msut interpret as words.
  2. These words must be translated into meatings.
  3. The receiver must synthesize the meanings of these individual words into an overal meaning or message.
73
Q

Identify the barriers to listening?

A 
Keeping a closed mind
Allowing your thoughts to wander
Dominating a conversation
Getting sidetracked by personal feelings
Allowing environment distractions
Impatience with the sender's speaking style
Restricting the speaker's time
Withholding pertinent questions
74
Q

Why is the issuance of orders an important part of a supervisors job?

A

It is important as specific results must be obtained. The supervisor gives the subordinate a specific direction and the subordinate must understand the direction. Finally, teh supervisor msut make sure the direction was satifactotily carried out.

75
Q

Name the various kinds of orders and give an example of when each mith be best used.

A

A direct order - used when a subordinate shows no initiave. Lazy and indifferent subordinates will only do what is told.
A tactic order - used when a subordinate has the ability, initiateive and judgement to do a job once it is merely pointeed out that something needs to be done.
A reqest order - useful when directing a sensitive or elder employee.
A call for voluteers - useful when the task is dangerous or otherwise unpleasant.

76
Q

Identify erros made when issuing orders

A

Improperly choosing one’s words
Issuing orders on the run
Believing that the order has been understood
Faliing to explain the reason for an order
Failing to follow up on an order
Failing to indicate support

77
Q

Why is follow-up to an order important?

A

Studies indicate taht in general ther is ess than 50% understanding between the supervisor and the subordinate about the nature of the job the latter is suppose to be doing.

78
Q

Define the grapevine and its four basic types.

A

An informal information circuit within agencies
The single strand grapevine - a tells b, who tells c, who tells d and so on
The gossip grapevine - a informs everyone else on teh grapevine.
The probability - a communicates randomly and so on.
The cluster grapevine - a selects and tells c and d, D selects and tells f adn e, and so on

79
Q

How can a upervisor use the garpevine

A

The supervisor can use the grapevine as an early alert system. By being aware of what is being spread, the supervisor can make sure that accurate information is disseminated through formal circuits.

80
Q

Explain how rumors travel along the grapevine and how they are able to exist.

A

Rumors exist due to three conditions
The issue is important to both the sender and the receiver.
The issue is surrounded in uncertainty.
The agency has not used its formal information circuits to give out accurate infromatoin.

81
Q

What are four principals of effective written communication?

A
  1. Have something to say
  2. Have someone to say it so
  3. Have a reason to say in in writing
  4. Have the tools to do it
82
Q

What are the barriers to effective writing?

A 
Inaccurate facts
Unclear sentences
Overloading paragraphs
Confusing opening paragraph
Poor grammar
Improper use of words
The wrong purpose
Failing to support conclusions with facts

MnScap (18 decks)

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