Chapter 14

Question 1

How can a barrier prevent effective communications?

Answer 1

1. Prevent communications
2. Filter all or part of the message
3. Distort the message

Question 2

What is filtering?

Answer 2

manipulation of message - more favorable to receiver- deleting all undesirable pieces

Question 3

When does filtering occur?

Answer 3

mostly during upwards communications

Question 4

Selective Percpetion

Answer 4

when receiver sees and hears communication selectively

Question 5

List 5 types of barriers to communications

Answer 5

1. Filtering
2. Selective Perception
3. Emotions
4. Technological Breakdown
5. Cultural Differences
6. Noise and Interruption
7. Physical environment
8. Incorrect choice of medium
9. Unnecessary words
10. Jargon
11. Pompous Language
12. Tautology
13. Ambiguity

Question 6

How would different individual’s perception be different from one another?

Answer 6

depends on their need, motivation, background, experience and other personal characteristics

Question 7

What does receiver projects when decoding a message?

Answer 7

• their interests and perception
• individual filter system
• therefore, the important aspects to a sender might be completely different to the receiver

Question 8

How can emotions affect how the message is interpreted?

Answer 8

1. how the receiver is feeling at that moment

2. response will differ according to mood

Question 9

How to get a favorable response from a receiver?

Answer 9

wait till the receiver is in a right mood

Question 10

What emotional factor will affect how we decode the message?

Answer 10

1. our mood

2. the perception of the sender will also affect how we receive it

Question 11

What factor can cause a technological break down to be difficult?

Answer 11

too much dependence on technology can make it difficult to complete task if a technological breakdown occurs

Question 12

How can interruptions and noise affect communications. List 1 example

Answer 12

it may hinders message from being received

e.g. phone call during meeting - hinder message that was being communicated

Question 13

When is oral communication not appropriate

Answer 13

when detailed is required

Question 14

Ambiguity

Answer 14

when sentence has more than one meaning through the inappropriate placement of words

Question 15

Tautology

Answer 15

expressing a message twice using the different words

Question 16

what is tautology most often used for?

Answer 16

to gain length in written communications

Question 17

Pompous Language

Answer 17

out-dated words

Question 18

Jargon

Answer 18

technical words

Question 19

List 3 examples of internal stakeholder groups

Answer 19

• local trade union representatives
• employees
• stockholders
• management

Question 20

what is downward communicatons

Answer 20

when information flows from the higher to the lower level, common with business with a hierarchical structure

Question 21

Examples and purpose of downwards communications

Answer 21

• counseling of employees
• delegation of tasks
• feedback on performance
• dissemination of information

Question 22

Examples and purpose of Upwards communications

Answer 22

• suggestion boxes
• employee participate in democratic decision making
• employee participate in performance appraisals
• staff meetings
  information sharing and feedback

Question 23

What is upwards communications

Answer 23

is when information flows from the lower to the higher level

Question 24

What is lateral communications

Answer 24

interaction s between people at the same level

Question 25

When is lateral communications most essential at work place?

Answer 25

when working in groups

Question 26

Examples and purpose of lateral communications

Answer 26

- informal staff chats - email - calls - sharing of information between colleague

Question 27

Describe the communications process

Answer 27

1. Transmission - when sender transmit a message to the receiver in encoded form 2. Message received - receiver decodes it 3. Feedback- receiver gives feedback to show that they have received and understood the message in the intended manner

Question 28

Communication definition

Answer 28

A sender conveying message in a form that receiver can understand and therefore act on in the desired manner

Question 29

One way communications

Answer 29

no feedback

Question 30

Ineffective communication

Answer 30

- decodes incorrectly | - not received

Question 31

A manager's role in communications

Answer 31

- interpersonal communications - organizational communications - ability to recognize the barrier to effective communications and take steps to eliminate them.

Question 32

Definitions of interpersonal communications

Answer 32

sharing information and understanding between 2 people or a small group

Question 33

Definitions of organizational communications

Answer 33

sharing information and understanding between a large group of people

Question 34

List 3 types of written communications

Answer 34

- business letter - email - faxes - memos - manuals - media release

Question 35

What is the advantages of written communications

Answer 35

- easily tracked - leaves permanent records of exact what info is exchanged - easily disseminated

Question 36

Disadvantages of written communications

Answer 36

- time consuming - inflexible - leaves permanent records of exact what info is being exchanged

Question 37

What are the two methods of communications

Answer 37

verbal and nonverbal communications

Question 38

What are the forms of communications for verbal communications

Answer 38

Oral and written communications

Question 39

How does technology helps and enchances the business

Answer 39

it allows employee to increase productivity and efficiency.

Question 40

How does a mobile phone help a manager communicate?

Answer 40

answers can vary

Question 41

Examples of oral communications

Answer 41

- meetings - interviews - customer service

Question 42

What is the benefit of oral communications

Answer 42

- it allows instant feedback | - leaves no permanent record of what is discussed unless recorded

Question 43

What are the two forms of non verbal communications

Answer 43

- body language | - visual imagery

Question 44

What is an important aspects to consider when engaging in sales

Answer 44

- important to give the customer some personal space

Question 45

what is a memo

Answer 45

- a brief note sent within the organizations | - quick and easy way to pass info directly to person to provoke into action

Question 46

What are the 3 aspects of email policy?

Answer 46

- commercial objectives - to promote effective professional manner - Legal objectives - to protect employer from being responsible for anything the employee had done through the use of email - productivity objectives - improve productivity by avoiding misunderstanding when using email.