Chapter 5 - Communication

Question 1

Communication related to 4 competencies?

Answer 1

Job Mobility

Upward Mobility

Job Level

Salary

Question 2

Define 5 Communication Skills?

Answer 2

Express oneself

Persuade/Influence Others

Share Information

Command Others

Resolve Conflicts

Question 3

Communication Process

Define 4 Communication Processes?

Answer 3

Create/Maintain Relationships

Understand Group Dynamics

Manage Conflicts

Transmit Cultural Norms

Question 4

Communication Process

Person that initiates an interaction process to encode and put words into a message?

Answer 4

Sender

Question 5

Communication Process

Person that interprets the context of the message being communicated?

Answer 5

Receiver

Question 6

Communication Process

Most important element of communication and contains verbal, nonverbal or written elements?

Answer 6

Message

Question 7

Communication Process

Reaction given by the receiver that tells the sender that the message was either understood or more clarification is needed?

Answer 7

Feedback

Question 8

Communication Process

Anything that interferes with the success of sending or receiving the message?

Answer 8

Noise

Question 9

Communication Process

The type of communication tool used to send a message? Examples include e-mail, text or voice message.

Answer 9

Channel

Question 10

Functions of Communication

Used to cause individuals or groups to adopt new ideas or persuade others?

Answer 10

Persuasion/Influence

Question 11

Functions of Communication

Exchange facts or information with colleagues, supervisors or group members?

Answer 11

Information Sharing

Question 12

Functions of Communication

Core of communication used in social interactions to express creativity? Comprises largest part of human communication?

Answer 12

Social/Expressive

Question 13

Functions of Communication

Used to dictate policy, stop an activity, or give direction to ensure safety?

Answer 13

Command/Instruct

Question 14

Functions of Communication

Used to resolve problems, critical to task accomplishment and group growth?

Answer 14

Conflict Resolution

Question 15

Effective Communication

Senders and receivers are credible and trustworthy and credibility is created by task competence?

Answer 15

Effective Communication Defined

Question 16

Effective Communication

Shared meanings needed between sender and receiver where biases could impact the communication process

Answer 16

Internal Factors

Question 17

Effective Communication

Physical environment, timing issues, and noise could influence the effectiveness of this communication?

Answer 17

External Factors

Question 18

Effective Communication

Confidence in the speaker is increased due to appropriate dress where oral presentation skills are polished and complete?

Answer 18

Professionalism

Question 19

Increasing Communication Effectiveness

When the message is received as intended?

Answer 19

Increasing Communication Effectiveness - Defined

Question 20

Increasing Communication Effectiveness

Adjusting the communication pattern to the age, cultural differences, and maturity of the audience?

Answer 20

Speak and Write at Audience Level

Question 21

Increasing Communication Effectiveness

The function and reason for communication delivered at the audience level that is clear and concise?

Answer 21

Communicate to Share Ideas

Question 22

Increasing Communication Effectiveness

Important that the message sent is interpreted and perceived by the receiver clearly, and can be the difference between what is being communicated and how it is understood?

Answer 22

Clear Intent vs. Interpretation

Question 23

Six C’s of Effective Communication

Language and message have little chance of being misunderstood?

Answer 23

Clear

Question 24

Six C’s of Effective Communication

Minimizes misinterpretation of the message?

Answer 24

Concise

Question 25

Six C's of Effective Communication ## Footnote Accurate communication?

Answer 25

Correct

Question 26

Six C's of Effective Communication ## Footnote Essential for the message to be fully understood?

Answer 26

Complete

Question 27

Six C's of Effective Communication ## Footnote Considerate of the receivers needs and enhances communication?

Answer 27

Courteous

Question 28

Six C's of Effective Communication ## Footnote Communication that is logical with reasoning or rationale?

Answer 28

Convincing

Question 29

Miscommunication ## Footnote Improperly encoded message or the choice of the channel? Could lead the receiver to misinterpret the message?

Answer 29

Miscommunication Defined

Question 30

Miscommunication ## Footnote Important messages should be repeated how many times to ensure it is received by the listeners?

Answer 30

3 Times

Question 31

Barriers to Communication ## Footnote Disorganized thoughts, lack of credibility, and uses inappropriate language?

Answer 31

Barrier to Communication - Sender

Question 32

Barriers to Communication ## Footnote Poor listening skills, bias, and defensiveness about the sender?

Answer 32

Barriers to Communication - Receiver

Question 33

Barriers to Communication ## Footnote Lack of openness to different or opposing views, lack of cohesiveness, and unwilling to talk?

Answer 33

Barriers to Communication - Group

Question 34

Verbal Language for Effective Communication ## Footnote Opinions formed based on verbal skills, the ability to articulate, and clarity of the message?

Answer 34

Verbal Language for Effective Communication - Defined

Question 35

Verbal Language for Effective Communication ## Footnote Expand vocabulary, use action words to illustrate abstract ideas? Compare and contrast techniques that aid comprehension?

Answer 35

Verbal Language for Effective Communication - Skills

Question 36

Listening ## Footnote Takes up more hours per day than any other activity and takes work to develop?

Answer 36

Listening Defined

Question 37

Listening ## Footnote Share feelings, needs, and intentions of others?

Answer 37

Empathetic Listening

Question 38

Listening ## Footnote Used to understand facts, ideas, and themes the speaker is sharing?

Answer 38

Comprehensive Listening

Question 39

Listening ## Footnote Used to evaluate ideas and make judgments as they are expressed?

Answer 39

Critical Listening

Question 40

Listening ## Footnote Stimulates the mind and senses and is done for pleasure?

Answer 40

Appreciative Listening

Question 41

Three Primary Skill Clusters of Listening ## Footnote How listeners pay attention to what is being said and how the message is being conveyed?

Answer 41

Attending Skills - Defined

Question 42

Three Primary Skill Clusters of Listening ## Footnote Squarely facing the speaker, using an open posture, leaning toward the speaker, keeping direct eye contact while maintaining a relaxed appearance?

Answer 42

Attending Skills - SOLER

Question 43

Three Primary Skill Clusters of Listening ## Footnote Nodding the head, using an inviting look of interest while using statements like "I see what you mean" or "tell me more?"

Answer 43

Following Skills

Question 44

Three Primary Skill Clusters of Listening ## Footnote Summarizing what is said, and being able to restate issues if needed to ensure the listener comprehends the message?

Answer 44

Reflecting Skills