Chapter 12

Question 1

Communication fulfills three main functions within an organization:

Answer 1

(1) transmitting information, (2)
coordinating effort, and (3) sharing emotions and feelings

Question 2

KT 12.2

Answer 2

Communication is vital to organizations. Poor communication is prevalent
and can have serious repercussions. Communication fulfills three functions
within organizations: transmitting information, coordinating, and sharing
emotions and feelings. Noise can disrupt or distort communication.

Question 3

The distortion or withholding
of information to manage a
person’s reactions.

Answer 3

Filtering

Question 4

The personal filtering of what we see and hear to suit our
own needs.

Answer 4

Selective perception

Question 5

This occurs when the
information processing
demands on an individual’s
time to perform interactions
and internal calculations
exceed the supply or capacity
of time available for such processing.

Answer 5

Information overload

Question 6

The informal gossip network
within a given organization.

Answer 6

Emotional disconnects

Question 7

The meanings of words and the
study of meaning in
communication.

Answer 7

Semantics

Question 8

A specific set of acronyms or
words unique to a specific group or profession.

Answer 8

jargon

Question 9

Giving full attention to what other people are saying.

Answer 9

Active listening

Question 10

KT 12.3

Answer 10

Many barriers to effective communication exist. Examples include filtering,
selective perception, information overload, emotional disconnects, lack of source familiarity or credibility, workplace gossip, semantics, gender
differences, differences in meaning between Sender and Receiver, and biased language. The Receiver can enhance the probability of effective
communication by engaging in active listening, which involves (1) giving
one’s full attention to the Sender and (2) checking for understanding by
repeating the essence of the Message back to the Sender.

Question 11

Communication can be categorized into three basic types:

Answer 11

verbal, written and nonverbal

Question 12

Discussions where the stakes are high, opinions vary, and
emotions run strong.

Answer 12

Storytelling

Question 13

Discussions where the stakes
are high, opinions vary, and
emotions run strong

Answer 13

crucial
conversations

Question 14

KT 12.4

Answer 14

Types of communication include verbal, written, and nonverbal. Verbal
communications have the advantage of immediate feedback, are best for
conveying emotions, and can involve storytelling and crucial conversations.
Written communications have the advantage of asynchronicity, of reaching
many readers, and are best for conveying information. Both verbal and
written communications convey nonverbal messages through tone; verbal
communications are also colored by body language, eye contact, facial
expression, posture, touch, and space.

Question 15

KT 12.5

Answer 15

Different communication channels are more or less effective at transmitting
different kinds of information. Some types of communication are
information rich while others are medium rich. In addition, communications
flow in different directions within organizations. A major internal
communication channel is e-mail, which is convenient but needs to be
handled carefuly. External communication channels include PR/press releases, ads, Web pages, and customer communications such as letters and
catalogs.

Question 16

KT 12.6

Answer 16

By practicing the skills associated with active listening, you can become
more effective in your personal and professional relationships. Managing
your online communications appropriately can also help you avoid career
pitfalls. Finally, be aware of the types of remarks that freeze communication
and try not to use them.