Chapter 18

Question 1

Interpersonal Dynamics

Answer 1

Positive

Negative

Question 2

Positive Interpersonal Dynamics

Answer 2

When two parties know each other, have mutual respect and affection, and enjoy interacting with one another.

Question 3

Negative Interpersonal Dynamics

Answer 3

When two parties dislike one another, do not have mutual respect, and to not enjoy interacting with one another.

Question 4

Outcomes of Interpersonal Behaviors

Answer 4

Satisfaction of social needs
Social Support
Source of organizational synergy
Source of conflict

Question 5

Five types of communication:

Answer 5

Wheel (most centralized)
Y
Circle
Chain
All Channel (most decentralized)

Question 6

Barriers to Effective Communication

Answer 6

Individual Barriers

Organizational Barriers

Question 7

Individual Barriers to Effective Communication

Answer 7

Conflicting or inconsistent signals
Credibility about the subject
Reluctance to communicate
Poor listening skills
Predisposition about subject

Question 8

Organizational Barriers to Effective Communication

Answer 8

Semantics
Status or power difference
Different Perceptions
Noise
Overload
Language difference

Question 9

Communication

Answer 9

The process of transmitting information from one person to another.

Question 10

Effective Communication

Answer 10

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.

Question 11

Nonverbal Communication

Answer 11

Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves. Ex: Facial expressions, inflection and tone of voice.
Only a small portion of the message content is due to the words in the message.

Question 12

Individual Skills to improve communication

Answer 12

Develop good listening skills
Encourage two-way communication
Be aware of language and meaning
Maintain credibility
Be sensitive to receiver's perspective
Be sensitive to sender's perspective

Question 13

Organizational skills to improve communication

Answer 13

Follow up
Regulate information flows
Understand the richness of media

Question 14

Key Principles for Effective Listening

Answer 14

Maintain or enhance self-esteem
Listen and respond with empathy
Ask for help & encourage involvement
Share thoughts, feelings, & rationale
Provide support without removing responsibility