Chapter 11 Communication

Question 1

Communication

Answer 1

is the process of sending and receiving symbols with attached meanings.

Question 2

sender

Answer 2

a person or group trying to communicate with someone else.

Question 3

Encoding

Answer 3

is the process of translating an idea or thought into a message consisting of verbal, written, or nonverbal symbols (such as gestures), or some combination of them.

Question 4

Communication channels

Answer 4

are the pathways through which messages are communicated.

Question 5

The receiver

Answer 5

is the individual or group of individuals to whom a message is directed.

Question 6

Feedback

Answer 6

communicates how one feels about something that another person has done or said.

Question 7

Noise

Answer 7

is anything that interferes with the effectiveness of communication.

Question 8

Nonverbal communication

Answer 8

occurs through facial expressions, body motions, eye contact, and other physical gestures.

Question 9

Presence

Answer 9

is the act of speaking without using words

Question 10

Interpersonal barriers

Answer 10

occur when individuals are not able to objectively listen due to personality issues.

Question 11

Selective listening

Answer 11

involves blocking out information and only hearing things that the listener wants to hear.

Question 12

Filtering

Answer 12

leaves out critical details.

Question 13

Avoidance

Answer 13

occurs when individuals ignore or deny a problem rather than confront it.

Question 14

Physical distractions

Answer 14

include interruptions from noises, visitors, and the like, that interfere with communication

Question 15

Semantic barriers

Answer 15

involve a poor choice or use of words and mixed messages.

Question 16

Ethnocentrism

Answer 16

is the tendency to believe one’s culture and its values are superior to those of others.

Question 17

Parochialism

Answer 17

assumes that the ways of your culture are the only ways of doing things.

Question 18

In low-context cultures,

Answer 18

messages are expressed mainly by the spoken and written word.

Question 19

In high-context cultures

Answer 19

words convey only part of a message, while the rest of the message must be inferred from body language and additional contextual cues.

Question 20

Formal channels

Answer 20

follow the official chain of command

Question 21

Informal channels

Answer 21

do not follow the chain of command.

Question 22

grapevine

Answer 22

transfers information through networks of friendships and acquaintances.

Question 23

Channel richness

Answer 23

indicates the capacity of a channel to convey information.

Question 24

Downward communication

Answer 24

follows the chain of command from top to bottom.

Question 25

Lateral communication

Answer 25

is the flow of messages at the same levels across organizations.

Question 26

Organizational silos

Answer 26

are units that are isolated from one another by strong departmental or divisional lines.

Question 27

Upward communication

Answer 27

is the flow of messages from lower to higher organizational levels; also called mum effect

Question 28

Status differences

Answer 28

are differences between persons of higher and lower ranks.

Question 29

Voice

Answer 29

involves speaking up to share ideas, information, suggestions or concerns upward in organizations

Question 30

Silence

Answer 30

occurs when employees choose not to share input that could be valuable.

Question 31

Relational testing

Answer 31

is a process through which individuals make disclosures and form opinions or attributions about the other based on the disclosures.

Question 32

disclosure

Answer 32

is an opening up or revelation to another of something about oneself

Question 33

relational violation

Answer 33

is a violation of the “boundary” of acceptable behavior in a relationship.

Question 34

Relational repair

Answer 34

involves actions to return the relationship to a positive state.

Question 35

Supportive communication principles

Answer 35

are a set of tools focused on joint problem solving.

Question 36

Defensiveness

Answer 36

occurs when individuals feel they are being attacked and need to protect themselves.

Question 37

Disconfirmation

Answer 37

occurs when an individual feels his or her self-worth is being questioned.

Question 38

Active listening

Answer 38

involves listening to another person with the purpose of helping a person think through his or her problem. What is most important to remember is that to counsel someone, you want to use reflecting and probing more often than advising or deflecting. Reflecting and probing are “opening” types of responses that encourage others to elaborate and process. Advising and deflecting are “closed” types of responses and should only be used sparingly, and at the end of the conversation rather than the beginning.

Question 39

Reflecting

Answer 39

involves paraphrasing back what the speaker said, summarizing what was said, or taking a step further by asking a question for clarification or elaboration.

Question 40

Probing

Answer 40

is asking for additional information that helps elaborate, clarify, or repeat if necessary

Question 41

Deflecting

Answer 41

is shifting the conversation to another topic.

Question 42

Advising

Answer 42

is telling someone what to do.

Question 43

Developmental feedback

Answer 43

is giving feedback in an honest and constructive way that helps another to improve.

Question 44

Johari Window

Answer 44

a tool that helps people understand their relationship with self and others.

Question 45

Techniques when giving feedback:

Answer 45

* Make sure it is developmental: Be positive and focus on improvement. * Be timely: Provide feedback soon after the issue occurs so it is fresh in mind. * Prepare ahead of time: Be clear about what you want to say so you stick to the issue. * Be specific: Don't use generalities, as that will just leave them wondering. * Do it in private: Have the discussion in a safe and comfortable place for the other. * Limit the focus: Stick to a behavior the person can do something about. * Reinforce: Don't bring the person down—make sure he or she knows there are good things about them too. * Show caring: Convey a sense of caring and that you are trying to help.

Question 46

Feedback seeking

Answer 46

is seeking feedback about yourself from others. • to gather information for increasing performance • to learn what others think about them • to regulate one's behavior

Question 47

Feedback orientation

Answer 47

* Utility represents the belief that feedback is useful in achieving goals or obtaining desired outcomes. * Accountability is the feeling that one is accountable to act on feedback he or she receives. * Social awareness is consideration of others' views of oneself and being sensitive to these views. * Feedback self-efficacy is an individual's perceived competence in interpreting and responding to feedback appropriately.