11. Communication Responsibilities

Question 1

The process of communication can be represented by six components

Answer 1

1. Initiation (sender sends)
2. Transmission (verbal,etc.)
3. Reception (sensory)
4. Mental processing (receiver decodes, interprets)
5. Feedback (receiver acknowledges receiving)
6. Mental and environmental distractions (noise)

Question 2

Voice modulations add meaning, for example:

Answer 2

Articulation, intensity, pitch, range, rhythm, tempo, and variation superimposed on the chosen words

More important in vertical communication

Question 3

Listener options:

Answer 3

1. Ignore message: think about other things
2. Pretend understanding: acknowledge receipt with minimal feedback
3. Selective processing: process and react to part of message

Question 4

Sincerely commit to fully understanding all aspects of the message, including the sender’s frame of reference, before responding

Answer 4

Be an empathic listener

Question 5

true or false: nonverbal message can be smelled

Answer 5

true, sweat odor

Question 6

communication distances have been called

Answer 6

• Public zone >12ft
• Social zone 4 - 12 ft
• Personal zone 1.5 - 4ft
• Intimate zone <1.5 ft

Question 7

communication at 3 meters

Answer 7

personal zone

Question 8

a construct believed by some to be involved in social perceptiveness. Ex. A manager with perceptiveness may know when there is subtle dissension or confusion; accurately appraise the readiness or resistance of followers to act on information

Answer 8

Emotional intelligence/emotional quotient

Question 9

is a combination of personality characteristics and cognitive abilities that facilitate: emotional self-awareness, control over emotions and emotional tendencies, social awareness, relationship management skill

Answer 9

Emotional intelligence/emotional quotient

Question 10

Communications go in many directions:

Answer 10

Following an organizational chart, managers deal with direct reports (downward), peers (sideways), and their own managers (upward).

Upward communications are often stressful.

Question 11

Questions asked to gain information require a type of question that elicits

Answer 11

thoughtful comments from the receiver.

High-impact open-ended questions

Question 12

examples of High-impact open-ended questions

Answer 12

Question 13

Before meeting, analyze:

Answer 13

• Required level of confidentiality
• Who needs to be there
• What potential reaction(s) may be
• How much time is needed
• Desired outcome

Question 14

Communicating Change: some changes are easier than others

Answer 14

Question 15

Suggestions to promote trust include:

Answer 15

• Being truthful
• Asking for feedback – positive and negative
• Admitting mistakes
• Avoiding talking negatively about others
• Willingness to change your mind
• Acknowledging the contribution of others
• Sharing useful information
• Fostering transparency

Question 16

Managers must develop their communication skills as a ___________ for the communication skills of others.

Answer 16

role model