MIDTERM

Question 1

The evoking of a shared or common meaning in another person

Answer 1

Communicaation

Question 2

Communication between two or more people in an organization

Answer 2

Interpersonal Communication

Question 3

the person originating the message

Answer 3

Communicator

Question 4

person receiving a message

Answer 4

Receiver

Question 5

window through which we interact with people that influencers the quality, accuracy, aand clarity of the communication

Answer 5

Perceptual Screen

Question 6

Communication Process

Answer 6

Sender has idea -> Sender encodes idea into message -> Message channels and Noise -> Receiver perceives & decodes message

Receiver perceives & decodes messages -> Receiver provides verbal and nonverbal responses to sender -> Sender has idea -> Sender’s response to feedback may trigger additional feedback to receiver

Question 7

Information Richess of Channels: Information Richness is HIGHEST

Answer 7

Information channel is face-to-face discussion

Question 8

Information Richess of Channels: Information Richness is HIGH

Answer 8

Information Channel is Telephone conversations

Question 9

Information Richess of Channels: Information Richness is MODERATE

Answer 9

Information channel is Written letters/memos (individually addressed)

Question 10

Information Richess of Channels: Information Richness is LOW

Answer 10

Information channel is Formal written documents (unaddressed bulletins or e-mail)

Question 11

Information Richess of Channels: Information Richness is LOWEST

Answer 11

Information Channel is Formal numeric documents (printouts, budget reports)

Question 12

What is Reflective Listening?

Answer 12

skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings

Question 13

Reflective reasoning does:

Answer 13

1. Emphasizes receiver’s role
2. Helps the receiver & communicator clearly and fully understand the message sent
3. Useful in problem solving
4. It emphasizes:
   -Personal elements of the communication process
   -Feelings communicated in the message
   -Understanding people by reducing perceptual distortions and interpersonal barriers

Question 14

Reflective Listening: 4 Levels of Verbal Response

Answer 14

1. Affirm Contact
2. Paraphrase the expressed
3. Clarify the implicit
4. Reflect “core” feelings

-use silence and eye contact

Question 15

One way Communication

Answer 15

• a person sends a message to another person and no questions, feedback, or interaction follow
  -Good for giving simple directions
  -Fast but often less accurate than 2-way communication

Question 16

Two-Way Communication

Answer 16

-the communicator & receiver interact
-Good for problem-solving

Question 17

Five Keys to Effective Supervisory Communication

Answer 17

Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management

Question 18

Factors that block or significantly distort successful communicate

Answer 18

-Physical separation
-Status differences
-Gender differences
-Cultural diversity
-Language

Question 19

communication that can be aggressive, attacking & angry, or passive & withdrawing

Answer 19

Defensive Communication

Question 20

Defensive communication can lead to:

Answer 20

-injured feelings
-communication breakdowns
-alienation
-retaliatory behaviors
-nonproductive efforts
-problem-solving failures

Question 21

Communication that is assertive, direct, & powerful

Answer 21

Nondefensive Communication

Question 22

nondefensive communication provides

Answer 22

• basis for defense when attacked
• restores order, balance, and effectiveness

Question 23

What are the 2 defensiveness patterns

Answer 23

Subordinate and Dominant Defensiveness

Question 24

Subordinate Defensiveness

Answer 24

characterized by passive, submissive, withdrawing behavior

Question 25

Dominant Defensiveness

Answer 25

characterized by active, aggressive, attacking behavior

Question 26

Defensive Tactics (Boss)

Answer 26

Boss: Power play, put-down, labeling, raising doubts

Question 27

Defensive Tactics (Employee)

Answer 27

(employee) Misleading information, scapegoating, hostile jokes and deception

Question 28

Catherine Crier's rules to nondefensive communication

Answer 28

1. Define the situation 2. Clarify the person’s position 3. Acknowledge the person’s feelings 4. Bring the focus back to the facts

Question 29

all elements of communication that do not involve words

Answer 29

Nonverbal communication

Question 30

Four basic types of Nonverbal communication

Answer 30

1. Proxemics - an individual’s perception & use of space 2. Kinesics - study of body movements, including posture 3. Facial & Eye Behavior - movements that add cues for the receiver 4. Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

Question 31

bands of space extending outward from the body; territorial space differs from culture to culture

Answer 31

Territorial space

Question 32

Proxemics: Seating Dynamics

Answer 32

seating people in certain positions according to the person’s purpose in communication

Question 33

Patterns of behaviors in communication

Answer 33

Resistance, Resentment, Revenge, Broken Agreement, average thinkinng, unrealistic/communicated his expectations