Copy of ESP Ch 08 - Sheet1 Flashcards Preview

12. Effective Supervisory Practices > Copy of ESP Ch 08 - Sheet1 > Flashcards

Flashcards in Copy of ESP Ch 08 - Sheet1 Deck (36):
1

studies show that __% or more of the supervisors day is spent in some form of verbal communication.

80%

2

six components of communications

sender, message, medium, receiver, feedback, noise

3

two types of communication

two-way and one-way

4

We communicate meaning through _______.

symbols

5

________ includes tone of voice, pitch, emphasis, speed, loudness, and pauses.

paralanguage

6

_________ involves position or movement of the body.

body language

7

Effective supervisors are as aware of ___ they are communicating as of ____ they are communicating

how, what

8

Effective supervisors are conscious of how they use ____ _____ and respect their employees _____ ______.

personal space

9

________ is nonverbal communication that includes clothing, poise, typical demeanor, and typical speaking volume.

personal style

10

Barriers to communication that originate with the sender:

unclear goal, message not adapted to receiver, language that ends reception

11

Berriers to communication that arise in the feedback loop.

sender doesnt ask for, sender fails to clarify due to feedback, sender misinterprets

12

barriers to communication that originate with the receiver

missed or misinterpreted parts of message

13

Either party in a two-way exchange can try to improve communication by asking for _____.

feedback

14

Guidelines for sender (7)

think of reciever, know objective, consider surroundings, review message, use understandable language, ask for feedback, do not react defensively

15

______ the receivers response to a message

feedback

16

guidelines for giving performance feedback (9)

examine motives, consider rcvrs readiness, give promptly, descriptive not evaluative, specific not general, offer not impose, avoid overload, avoid triggers, not providing feedback is a message

17

a good way to counteract resistance to feedback is by...

...asking your employees to give you feedback as well on your own performance

18

guidelines for asking for feedback (3)

be ready to receive, feelings are real, express appreciation

19

_____ is a key component of effective communications

listening

20

average rate of speech for most Americans is ____ wpm.

125. we think faster.

21

Our ability to process information more quickly than we talk often...(3)

skip important points, interrupt, make assumptions

22

As a supervisor you can communicate that you are actively listening in several ways (5)

face speaker, use facial expressions & [I see], patience, avoid interrupting, listen for feelings

23

____ is an integral part of the communications process.

feedback

24

guidelines for active listening (4)

listen without judging, identify feelings, paraphrase, ask open-ended questions

25

Advantages of email (3)

many employees at once, reiterate prior messages, record of conversation

26

guidelines for email (5)

reread before send, ask for feedback, avoid overload, no joking, avoid [reply all]

27

differences in the workplace have wide-reaching effects on three levels:

organizational, group/team, individual

28

advantages of diversity

avoid groupthing, increase flexibility

29

it is/isnt usually acceptable to acknowledge differences in age or gender

isnt

30

baby boomers born

1946-1964

31

Gen X born

1965-1977

32

Gen Y born

1978-1997

33

behavior ultimately stems from ____ ____ and cannot be predicted or categorized on the basis of generalizations

individual preferences

34

_______ is the act of mentally placing individuals into various groups and interpreting their behavior based on what you think you know about those groups.

stereotyping

35

when working with a diverse group of employees, the supervisor should: (5)

use clear language - no slang; be alert for nonverbal messages; accept different perspectives as valid; be aware of organizational culture; treat all employees with respect

36

Effective communication depends on...

...active listening and on giving and receiving feedback