Chapter 8 - communicating with employees

Question 1

How much of a supervisors day is spent communicating in some form?

Answer 1

80%

Question 2

Poor………. can lead to conflict, resistance, and low morale.

Answer 2

Communication

Question 3

The exchange of information, fax, ideas, and meanings.

Answer 3

Communication

Question 4

Communication has six parts:

Answer 4

• The Sender -Person who is talking, writing, calling, or communicating nonverbally
• The message -What is being sent such as an instruction, a suggestion, an invitation, a new idea, or some other signal
• The medium - The means by which the messages sent, including face-to-face, over the phone, by email, or by text message
• The Receiver -The person who gets the message
• Feedback - The return message that the receiver gives to the sender
• Noise -Factors that distort or block the message.

Question 5

There are two types of communication:

Answer 5

• One way

- two way

Question 6

The more effective form of communication, particularly in organizations, that occurs when the sender transmits information to the receiver and gets a response.

Answer 6

Two-way communication

Question 7

You should use one way communication sparingly, only when you are absolutely certain that no part of your message will be ………

Answer 7

Misinterpreted

Question 8

The sender needs to make sure the message was understood, and the receiver should confirm that they actually ………

Answer 8

Heard what was said

Question 9

………can communicate meaning in ways that words cannot. ……….. can communicate by how something is said rather than by what is said.

Answer 9

Paralanguage

Nonverbal communication

Question 10

When communication barrier originates with the sender, it is often because the sender is not clear about the ………. , or has failed to adapt the message to the incident receiver

Answer 10

Goal of the message

Question 11

When the communication barrier originates with the receiver, it is often because the receiver misses or misinterprets ………..

Answer 11

Part of the message

Question 12

Asking for ………can improve communication in a two way exchange.

Answer 12

Feedback

Question 13

Guidelines for active listening:

Answer 13

• Listen to what the employee is saying without judging
• Try to identify and acknowledge the employees feelings
• Paraphrasing by using your own words to restate what you heard the employees say
• Ask open ended questions

Question 14

This is an important part of the two way communication process.

………..is the receiver’s response to a message

Answer 14

Feedback

Question 15

A good way to overcome resistance to feedback is by asking your employees to give you feedback on ……..

Answer 15

Your performance

Question 16

………. teams of people process more information and arrive at more effective solutions

Answer 16

Diverse