Flashcards in Copy of ESP Ch 08 - Sheet1 Deck (36):
studies show that __% or more of the supervisors day is spent in some form of verbal communication.
six components of communications
sender, message, medium, receiver, feedback, noise
two types of communication
two-way and one-way
We communicate meaning through _______.
________ includes tone of voice, pitch, emphasis, speed, loudness, and pauses.
_________ involves position or movement of the body.
Effective supervisors are as aware of ___ they are communicating as of ____ they are communicating
Effective supervisors are conscious of how they use ____ _____ and respect their employees _____ ______.
________ is nonverbal communication that includes clothing, poise, typical demeanor, and typical speaking volume.
Barriers to communication that originate with the sender:
unclear goal, message not adapted to receiver, language that ends reception
Berriers to communication that arise in the feedback loop.
sender doesnt ask for, sender fails to clarify due to feedback, sender misinterprets
barriers to communication that originate with the receiver
missed or misinterpreted parts of message
Either party in a two-way exchange can try to improve communication by asking for _____.
Guidelines for sender (7)
think of reciever, know objective, consider surroundings, review message, use understandable language, ask for feedback, do not react defensively
______ the receivers response to a message
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
a good way to counteract resistance to feedback is by...
...asking your employees to give you feedback as well on your own performance
guidelines for asking for feedback (3)
be ready to receive, feelings are real, express appreciation
_____ is a key component of effective communications
average rate of speech for most Americans is ____ wpm.
125. we think faster.
Our ability to process information more quickly than we talk often...(3)
skip important points, interrupt, make assumptions
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
____ is an integral part of the communications process.
guidelines for active listening (4)
listen without judging, identify feelings, paraphrase, ask open-ended questions
Advantages of email (3)
many employees at once, reiterate prior messages, record of conversation
guidelines for email (5)
reread before send, ask for feedback, avoid overload, no joking, avoid [reply all]
differences in the workplace have wide-reaching effects on three levels:
organizational, group/team, individual
advantages of diversity
avoid groupthing, increase flexibility
it is/isnt usually acceptable to acknowledge differences in age or gender
baby boomers born
Gen X born
Gen Y born
behavior ultimately stems from ____ ____ and cannot be predicted or categorized on the basis of generalizations
_______ is the act of mentally placing individuals into various groups and interpreting their behavior based on what you think you know about those groups.
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