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5300 Quiz 3 Flashcards

1
Q

What element is an essential part of a definition for human communication?

A

Transfer from one person to another

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2
Q

Whose thoughts, beliefs, attitudes, and feelings affect communication?

A

Both sender and receiver

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3
Q

What is one important way communicators demonstrate that they are “attending?”

A

Active listening

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4
Q

How does authenticity foster communication? It makes you

A

true to yourself

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5
Q

What are barriers to effective communication?

A

Semantics, emotions, personal barriers, false understanding

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6
Q

What element enhances one-to-one communication?

A

Feedback

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7
Q

T/F Communication is mostly associated with the function of organizing.

A

False. It is associated with directing.

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8
Q

In addition to the passing of information, what else must be passed for effective communication?

A

Understanding

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9
Q

What might cause a manager to use one-way communication?

A

Authoritarian management style “sender’s position”. Also, time

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10
Q

What is the strongest force in causing us to short-cut communications?

A

Time

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11
Q

Why do words impede effective communication?

A

They are likely to mean different things to different people. Semantics

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12
Q

What is the effect of negative emotions (resentment or anger) on communication?

A

Polarity, and defensiveness

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13
Q

What two words should be avoided in communication?

A

Never and always

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14
Q

What are the 4 major methods of verbal communication?

A

Reading, writing, listening, speaking

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15
Q

For a manager, which mode of verbal communication requires the most time?

A

Listening

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16
Q

What should a manager do to reduce the effect of emotions when listening?

A

Control their emotions

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17
Q

What is the impact of cultural differences that reduce good communication?

A

Increased tensions and more interpersonal conflicts

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18
Q

What must a manager do to enhance communication with in a diverse work group?

A

Recognize individual differences that are culturally based

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19
Q

What are guidelines for communicating orally?

A

Determine what you want to communicate and why. Always keep the listener’s needs, interests and attitudes in mind, use empathy. Use language appropriate to the listener’s education and experience. Follow-up with a request for feedback in listeners own words.

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20
Q

What are guidelines (or essential qualities) for effective listening?

A

Be attentive. Wait before responding. Listen for the whole message, context, & nonverbals. Interrupt only to clarify meaning & as seldom as possible. Know your own emotional sore/hot spots and give the benefit of the doubt.

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21
Q

What is the major drawback of written communication?

A

It is essentially one-way communication

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22
Q

How can a manager overcome the primary problem when using written communication?

A

Take steps to follow guidelines for effective writing

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23
Q

When writing a memo, who should be uppermost in mind?

A

The primary audience

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24
Q

You are requesting approval for a new flex time policy for professionals in your department. Who is the primary audience?

A

Your boss who will approve the policy change

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25
Q

Why should unnecessary words be omitted from business writing?

A

They add bulk without contributing to clarity

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26
Q

What modification in the rules of classic business writing can facilitate communication?

A

Be friendly & personal - use personal pronouns and conversational tone. Use direct & active language - ask direct questions. Use contractions - aids in conversational tone. Write short sentences they are less likely to be misinterpreted. Prepositions & conjunctions may be okay. Say what you need to say and stop.

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27
Q

What is the maximum number of words a sentence should contain?

A

15 to 20

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28
Q

Why should you try to keep letters and messages as brief as possible?

A

Excessive words heighten the potential for misunderstanding

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29
Q

What has been the impact of email on principles of good written communication?

A

erosion

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30
Q

What are guidelines for better letters?

A

Write for a specific audience. Avoid unneeded words. Use simple words. Edit & rewrite.

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31
Q

What are the functions of written communication?

A

Advise (or inform). Explain, request, convince. Provide a permeant record

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32
Q

What is the drawback of written communication?

A

It is one-way.

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33
Q

What are two sources of assistance to effective writing?

A

The desire to improve your writing. Practically oriented teachers & good references on writing.

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34
Q

What are zero words?

A

Can be removed, do not contribute to the meaning of a sentence.

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35
Q

What are optional words?

A

optional qualifiers or modifiers

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36
Q

What are simple words?

A

don’t use jargon or made-up words

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37
Q

When is it essential to hold a meeting? When

A

there is no other way to accomplish what’s necessary

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38
Q

What is the best reason for holding some meetings? Because they

A

facilitate participative management

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39
Q

What is the primary value of holding Information Meetings, even tho the flow of information is essentially one way?

A

There is opportunity for questions and clarification

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40
Q

What is the purpose of Discussion Meetings?

A

gain agreement

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41
Q

What goal is to be achieved in a Directed Discussion?

A

Acceptance of the decision

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42
Q

Who should participate in a Problem Solving Discussion?

A

Those directly related to a defined problem

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43
Q

What is the purpose of an Exploratory Discussion?

A

Genrate ideas

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44
Q

What is the primary purpose of departmental staff meetings?

A

Communication

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45
Q

Your department has very low patient satisfaction scores. What is the first step in preparing for a meeting on this subject?

A

Define the problem

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46
Q

What meeting format would be best to address the problem of low patient satisfaction scores?

A

Exploratory discussion

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47
Q

To ensure a productive meeting, what qualities are desired in those invited?

A

Knowledge and authority

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48
Q

What technique can supervisors use to make meetings more effective?

A

Keep to the meeting agenda and plan

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49
Q

What is the first things the chair should do when a meeting has been called to order?

A

State how long the meeting should last

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50
Q

What are positive reasons for having a meeting?

A

Best available technique for arriving at joint conclusions and joint actions. Participative management. Two-way communication.

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51
Q

Perceived problems of video conferencing

A

Expense, eye-contact, self-consciousness

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52
Q

Use video conferencing when:

A

Visuals are needed. A live conversation is needed & people can’t travel. Travel is cost too expensive.

53
Q

Information meeting

A

Transfer of information. Leader does most of the talking. One-way. Allows for discussion and clarification.

54
Q

Discussion meeting

A

Seek to gain agreement through exchange or ideas. Two-way

55
Q

Direct discussion meeting

A

A sales pitch. The conclusion has been determined and you seek acceptance of the decision.

56
Q

Problem solving discussion meeting

A

Group problem solving.

57
Q

Exploratory discussion meeting

A

Gain information and develop ideas on which a decision can be made. Generate ideas

58
Q

Staff meeting

A

Can be information of discussion meeting or both. Held for the purpose of communication. Can be used to solve problems, sell ideas, explore issues.

59
Q

The main reason for CE among health professionals is to prepare for advancement in the field?

A

False

60
Q

What is the main reason for CE among health professionals?

A

To keep change under control and make it work for you.

61
Q

In addition to the personal benefits of CE, why must hospitals make you do it?

A

It’s required for accreditation

62
Q

What are some topics that must be included in the orientation and training of all hospital employees, regardless of profession?

A

Patient’s bill of rights, procedures for reporting incidents, safety practices, HIPPA requirements

63
Q

How does a supervisor generally demonstrate commitment to CE?

A

Giving time and effort

64
Q

What are some major types of CE classes?

A

Informational, skills, concept programs.

65
Q

Why are “concept programs” less effective than they might be? Because they are

A

treated like informational programs

66
Q

On what does the true success of a concept program depend?

A

Application in daily practice

67
Q

What is a recommended objective of CE for employees in any department?

A

Develop maximum cross training

68
Q

As a supervisor your immediate goal with regards to CE for your employees is to meet accreditation standards?

A

False

69
Q

Your immediate goal of CE for your employees is?

A

to impart knowledge and skills

70
Q

The long range goal with regards to CE for your employees is preparation for job promotion?

A

False

71
Q

What is the long-range goal of CE?

A

To create a learning attitude among you employees.

72
Q

As a new supervisor what would be your first step in developing a CE program for your department?

A

Get and study a good book on the subject

73
Q

When would you use a skills inventory? To help

A

determine training needs

74
Q

What is the basis of a skills inventory?

A

Major tasks in the department

75
Q

What are the keys to a supervisor being an effective instructor in the department?

A

Practice and preparation

76
Q

Pre-assessment of the employee is the first step in the process of imparting skill or knowledge to an employee in your department?

A

True

77
Q

In the teaching process it is essential that you check to be sure the employee understands what you are teaching?

A

True

78
Q

What are some things that you, as the instructor, must remember when instructing employees?

A
  1. Vary the teaching methods and modes of presentation used 2. The learners are workers, not students 3. People have different learning styles 4. Teaching is valuable form of learning
79
Q

Why is CE so urgent in hospitals today?

A

Change is happening so fast

80
Q

What types of training programs are valuable for supervisors in today’s health care settings?

A

Orientation for new supervisors, Management development, “How-to” programs

81
Q

What are some examples of “how to” training programs for supervisors?

A

Improve personal effectiveness. Deal with difficult employees

82
Q

The common shortcoming of most CE management programs is that they rarely meet the true needs of new supervisors?

A

False

83
Q

You should not expect the institution to provide CE for you as a supervisor.

A

True

84
Q

Your personnal commitment has the greatest influence on how you and your employees benefit from CE?

A

True

85
Q

The process of imparting skills and knowledge includes:

A

Encourage them, Tell and demonstrate, Check for their understanding, Let them try it

86
Q

Who is often the primary teacher in departmental CE?

A

the supervisor, although senior employees and various skilled individuals can be used as well

87
Q

Supervisory education should take what two forms?

A

An orientation program for new supervisors. Management development programs to be accessed periodically throughout employment. “How-tos”

88
Q

The supervisor’s approach to continuing education for employees can utilize:

A

Departmental orientation for new employees, on-the-job training, cross-training, development of multi-skill specialists

89
Q

What managerial behaviors inhibit upward communication?

A

Supervisors attitude. Resistance to involvement. Time available. Changing spans of control - multiple location assignments. Past failure to respond-insufficient feedback to employees.

90
Q

What organizational factors inhibit upward communication?

A

Number of management layers in the organization. Large physical distance. Complexity of the problem.

91
Q

How does organizational size affect communication?

A

Numerous layers encourage distortion of the message.

92
Q

What characteristics of managers that inhibit upward communication?

A

Resistance to employee problems. Unavailability. Failure to respond in a timely manner

93
Q

Employees have greatest control over downward communication?

A

False. Employees have more control over upward communication.

94
Q

What are some attitudes or practices of employees that inhibit upward communication?

A

Unwillingness to share information. Emotion and prejudice.

95
Q

What are the directions of formal communication?

A

Upward, downward, horizontal

96
Q

What can you as a supervisor do to enhance communication between yourself and your subordinates?

A

Use numerous communication methods; keep your lines open and operating

97
Q

How can formal communication be characterized?

A

Follows lines of authority

98
Q

How does administration foster horizontal communication?

A

Department head meetings

99
Q

Which avenues of communication do you have most control over?

A

Your out going lines of communication

100
Q

From which source of incoming information do you have most control?

A

Subordinates

101
Q

Which line of communication presents more problems than the others?

A

Communication coming in from your supervisor

102
Q

What are some things you can do to facilitate communication between yourself and your boss?

A

Solve most of your own problems. Be brief and to the point. Do your homework and have possible solutions to the problem. Structure the communication to make it easy for your boss to answer in a few words. Make yourself available.

103
Q

What is the grapevine?

A

Communication network of the informal organization

104
Q

Why is your communication with your subordinates the most important channel of communication you have?

A

You are responsible for services provided by your subordinates

105
Q

Proper spelling & grammar are NOT important in email communication?

A

False

106
Q

What is one important way communicators demonstrate that they are “attending?”

A

Active listening

107
Q

What should a manager do to reduce the effect of emotions when listening?

A

control his/her feelings

108
Q

When writing a memo, who should be uppermost in mind?

A

The primary audience

109
Q

Why should unnecessary words be omitted from business writing?

A

They add bulk without contributing to clarity

110
Q

When is it essential to hold a meeting?

A

When there is no other way to accomplish what’s necessary

111
Q

What technique can supervisors use to make meetings more effective?

A

Keep to the meeting agenda and plan

112
Q

Why is CE so urgent in hospitals today?

A

Change is happening so fast

113
Q

Which of the following managerial behaviors inhibit upward communication?

A

Defensive administrator

114
Q

How does organizational size affect communication?

A

Numerous layers encourage distortion of the message

115
Q

From which source of incoming information do you have most control?

A

Subordinates

116
Q

Why is your communication with your subordinates the most important channel of communication you have?

A

You are responsible for services provided by your subordinates

117
Q

T/F? How the employees view their leaders & thus how they may come to view the organization can be significantly influenced by the leader’s communication style.

A

True

118
Q

T/F? To be an effective listener one must concentrate his or her attention on extracting the factual information from what is being said.

A

True

119
Q

Effective & successful two-way communication requires?

A

That all participants must want the same thing or must generally have a common purpose in communicating.

120
Q

The most serious drawback of written communication is?

A

Writing is essentially one way, with no opportunity for immediate feedback.

121
Q

The audience you intend for any given piece of writing should be?

A

The person who needs to understand and act on what you are communicating.

122
Q

One distinct “advantage” that some users seem to gain from the use of electronic mail is?

A

Email does not permit immediate feedback.

123
Q

T/F? The first step in preparing for a meeting is to identify and invite the necessary participants?

A

False

124
Q

What is the first step in preparing for a meeting?

A

Define the problem, then confirm need for the meeting, decide what should be accomplished, select the type of meeting, select participants

125
Q

The basic purpose of any information meeting is to?

A

Transfer information to the attendees.

126
Q

In addition to providing a means of keeping up with new developments, continuing education also?

A

Provides reinforcement through refresher education

127
Q

Probably the most valuable result of continuing education for some employees is?

A

It serves as preparation for those who wish to work for advancement.

128
Q

In dealing with communication transmitted by way of the grapevine, the first-line supervisor should?

A

Tune in and listen to what the grapevine is carrying and learn from it.

129
Q

Improving communication with one’s organizational superior, the supervisor should consider?

A

Structuring communications to make it as easy as possible for the boss to respond.

5300 Quiz 1 (6 decks)

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