Chapter 8 - Communicating with Employees Flashcards Preview

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Flashcards in Chapter 8 - Communicating with Employees Deck (17)
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1
Q

The average supervisor spends 80% of the day in verbal communication

A
Face-to-face with an individual
Face-to-face with a group
Over the telephone
In written memos or letters
Through e-mail
2
Q

Communication is

A

“the exchange of information, facts, ideas, and meanings.”

3
Q

Components of communication

A
Sender
Message
Medium
Receiver
Feedback
Noise
4
Q

Nonverbal communication

A

Paralanguage
Body Language
Personal Space
Personal Style

5
Q

Paralanguage

A
Tone of voice
Pitch
Emphasis
Speed
Loudness
Pauses
6
Q

Body Language

A

Posture
Hand gestures
Facial expressions
Eye contact

7
Q

Personal Space

A

Proximity to comfort zone

8
Q

Personal style

A

Clothes
Way you carry yourself
Volume you use when speaking

9
Q

Barriers to effective communication - On the part of the sender

A
Lack of clarity about goal of message
Failure to adapt message to receiver
Failure to ask for feedback
Misinterpretation of feedback
Failure to clarify the message on the basis of feedback
10
Q

Barriers to effective communication - On the part of the receiver

A
Failure to hear entire message
Misinterpretation of message
Inattention, distraction, or emotion
Rejection because message contradicts beliefs or assumptions
Failure to ask for clarification
11
Q

Steps for improving communication

A

Think about who the receiver is and his or her emotional state.
Clarify your objective in sending message.
Make physical surroundings comfortable and free of distractions.
Review message in your head; consider meaning and clarity.
Use language and nonverbal cues that receiver will easily understand.
Ask for feedback.
Avoid defensiveness.

12
Q

Tips for giving feedback

A

Examine your motives.
Consider receiver’s readiness to hear feedback.
Remove external distractions.
Give feedback promptly.
Be descriptive rather than evaluative.
Describe concrete events; be specific.
Offer feedback, do not impose it.
Avoid overload; focus on what is most important.
Avoid emotional words and phrases.
Don’t avoid giving feedback; this may give a negative message.
Ask employees for feedback on your performance.

13
Q

Tips for receiving feedback

A

Make sure you are ready to hear things that may make you uncomfortable.
Monitor your reactions carefully.
Ask for clarification if needed.
Do not debate validity of the other person’s opinions.
Express your appreciation for feedback.

14
Q

Active listening

A

Face speaker and look at him or her attentively.
Use appropriate facial expressions; nod or say, “I see”
Wait patiently for speaker to gather his or her thoughts.
Avoid interrupting.
Listen for and acknowledge feelings; note both verbal and nonverbal messages.
Do not make judgments.
Give feedback on or paraphrase what was said.
Ask open-ended questions.

15
Q

With e-mail, a supervisor can

A

Communicate the same message to many employees at once
Reiterate a message delivered verbally
Keep a record of communication
Stay in touch with employees in the field or in other locations.

16
Q

Disadvantages of e-mail

A

E-mail can be alienating.
E-mail cannot communicate tone.
Message or tone can be easily misinterpreted.
E-mail is one-way communication; unless the receiver responds, sender may not know message was misinterpreted.

Sensitive messages are better delivered in person.

17
Q

Tips for using e-mail

A

Reread each message before hitting “send.”
Ask for feedback; encourage employees to see you in person to discuss a message.
Be selective so that your messages are not perceived of as “junk mail.”
Do not use e-mail for sensitive information.
Never pass along “joke” e-mails.
Use “reply all” sparingly.

If you don’t want to see it in print, don’t write it.