Communication

Question 1

What is communication

Answer 1

The process by which information is exchanged between a sender
and receiver.

Effective communication occurs when the right people receive the
right information in a timely manner

Question 2

Forms of communication

Answer 2

Upward

• Downward
• Business
• Informal
• Interpersonal

Question 3

UPWARD COMMUNICATION

Answer 3

Serial communication
* MUM Effect
o Attitude surveys
o Focus groups
o Exit interviews
o Suggestion boxes
o Third party facilitators smaller
* Liaison
* Ombudsperson

Question 4

Serial Communication

Answer 4

that passes through multiple people or levels in an organization, often leading to distortion of the original message as it gets relayed.

Question 5

MUM Effect

Answer 5

A psychological phenomenon where individuals tend to withhold negative information, especially in hierarchical organizations, because they fear negative consequences or retribution.

Question 6

Attitude Surveys:

Answer 6

tools used to gather feedback from employees regarding their perceptions, opinions, and attitudes toward various aspects of the organization.

Question 7

Focus Groups:

Answer 7

A small, diverse group of individuals who are brought together to discuss their views on specific topics, often used to gauge opinions on organizational issues.

Question 8

Exit Interviews:

Answer 8

Interviews conducted with employees who are leaving an organization to understand their reasons for leaving and gather feedback on their experience within the company.

Question 9

Suggestion Boxes:

Answer 9

A physical or digital method used by organizations to collect ideas, feedback, or suggestions from employees about improving the workplace.

Question 10

Third Party Facilitators:

Answer 10

External or neutral individuals who mediate or facilitate communication between employees and management to ensure the flow of information without bias.

Question 11

Liaison:

Answer 11

An individual who acts as a bridge between different departments, units, or groups within an organization, ensuring smooth communication and coordination.

Question 12

Ombudsperson:

Answer 12

A neutral, independent person in an organization who investigates complaints, mediates disputes, and ensures that employees’ concerns are heard and addressed.

Question 13

DOWNWARD COMMUNICATION

Answer 13

Bulletin boards

• Policy manuals
• Newsletters
• Intranets

Question 14

BUSINESS COMMUNICATION

Answer 14

Telephone calls

• Videoconferencing
• Email
• Voice mail
• Business meetings

Question 15

OFFICE DESIGN

Answer 15

Bullpen Design: Open, shared space, fosters collaboration but can be noisy.

Uniform Design: Standardized workstations, ensures consistency.

Free-Form Workstations: Flexible setups, promotes creativity.

Question 16

Boulevards,
Portable Offices

Answer 16

Wide pathways or streets, often with landscaped areas.

: Mobile workspaces that can be relocated easily.

Question 17

INFORMAL COMMUNICATION( Grapevine)

Answer 17

Single-Strand: A communication flow where information is passed along a single line from one person to the next.

Gossip: Informal communication, often involving rumors or unverified information, spread through word of mouth.

Probability: The likelihood or chance of a particular event occurring.

Cluster: A communication pattern where information spreads in a group or network, often branching out from one person to many.

Question 18

INFORMAL COMMUNICATION( Employee Types)

Answer 18

Isolate: Employees who are disconnected from others, working independently and rarely interacting with their peers.

Liaisons: Employees who act as intermediaries, connecting different groups or departments within the organization.

Deadenders: Employees who are disengaged and lack motivation, often showing little interest in career growth or organizational goals.

Question 19

interpersonal Communication

Answer 19

is the exchange of information between people

Question 20

Communication Challenges

Answer 20

obstacles that make it harder to exchange information clearly, such as misunderstandings, emotional barriers, or language differences.

Question 21

Message sent vs Message Received

Answer 21

Message Sent: The information or idea a sender tries to communicate

Message Received: How the recipient interprets or understands the message.

Differences can occur due to misinterpretation, noise, or barriers.

Question 22

Distortion

Answer 22

in communication refers to changes or misinterpretations of the original message.

Actual Words Used: The words chosen may be unclear, ambiguous, or misheard, leading to confusion or a different interpretation from the sender’s intent.

Question 23

Gender Differences in communication

Answer 23

Language: Women use more emotional, empathetic words; men focus on facts.

Nonverbal: Women use more gestures and eye contact.

Listening: Women listen actively; men focus on problem-solving.

Goals: Women seek connection; men focus on conveying information.

Question 24

NOISE

Answer 24

• Actual noise
• Appropriateness of the channel
• Bias
• Feelings about the person
  communicating
• Mood
• Perceived motives

Question 25

THE NONVERBAL LANGUAGE OF WORK

Answer 25

The transmission of messages by some medium other than speech or writing.

Question 26

NONVERBAL CUES

Answer 26

Are ambiguous * Those that aren’t, are called emblems * Gender and cultural differences are common * Nonverbal cues are thought to be a high percentage of the message received

Question 27

BODY LANGUAGE

Answer 27

How one’s body faces another person * Interrupting others, leaning back in a chair * Eye contact * Raising or lowering head or shoulders * Touching someone * Fidget, raise their chin when lying (DePaulo et al., 2003)

Question 28

USE OF SPACE

Answer 28

Intimacy Zone: 0 to 18 inches – For close relationships and personal interactions. Personal Distance Zone: 18 inches to 4 feet – For friends and acquaintances. Social Distance Zone: 4 to 12 feet – For business contacts and strangers. Public Distance Zone: 12 to 25 feet – For public speaking or large gatherings.

Question 29

USE OF TIME

Answer 29

o Being late o Leaving a meeting early o Setting aside time for a meeting o Multitasking (working while talking)

Question 30

ASSUMPTION ABOUT NONVERBAL CUES & PARALANGUAGE

Answer 30

People are different in their use of nonverbal cues and paralanguage o Standard differences among people reveal information about the person o Changes in a person’s style reveal new messages

Question 31

PARALANGUAGE

Answer 31

Rate of speech Loudness Intonation Amount of talking Voice pitch Pauses

Question 32

ARTIFACTS

Answer 32

Our office, including the décor, desk placement (open or closed), what we wear, clothing, accessories, hairstyles, tattoos, the car we drive, and the house we live in, all reflect our personal style, identity, and how we are perceived in the workplace and society.

Question 33

AMOUNT OF INFORMATION

Answer 33

When we have too much information, we tend to: o Assimilate o Sharpen o Level

Question 34

INFORMATION OVERLOAD

Answer 34

Omission, error, queuing, escape, use of a gatekeeper, and use of multiple channels are strategies or behaviors in communication that can either distort, control, or manage the flow of information, affecting how messages are delivered and received.

Question 35

INTERPRETING THE MESSAGE

Answer 35

Listening Skills * Listening Style * Emotional State * Bias