BPB a

Question 1

-is the transmission of information from the sender to receiver through the use
of words, symbols and gestures.

Answer 1

Communication

Question 2

is the flow of information and messages from a higher level
inside an organization to a lower one, from top to bottom

Answer 2

Downward communication

Question 3

• is the process of information flowing from the lower levels of a
  hierarchy to the upper levels, bottom to top management.

Answer 3

Upward communication

Question 4

involves the flow of messages between individuals and groups
on the same level of an organization.

Answer 4

Horizontal communication

Question 5

communication flows between an employee of another
department and a manger whom the employee does not report to.

Answer 5

Diagonal Communication

Question 6

is a complex set of assumptions and attitudes which we use to filter
perceptions to create meaning. The frame can include beliefs, schemas, preferences, values,
culture and other ways in which we bias our understanding and judgment.

Answer 6

Frame of reference

Question 7

when you have multiple, simultaneous modes of interaction
going on

Answer 7

Communication Overload

Question 8

the phenomenon that occurs when we only see what we want to see
and hear what we want to hear.

Answer 8

Selective Listening

Question 9

the receiver evaluates the message based on previous experiences with
the sender.

Answer 9

Value Judgement

Question 10

the receiver manipulates the information to avoid reprimand or put the situation in
his favor.

Answer 10

Filtering

Question 11

some may produce their own terminologies not familiar to others

Answer 11

Language

Question 12

that helps explain why we think, act and feel the way we do. TA claims that we can better understand
ourselves by analyzing our transactions with the people closest to us.

Answer 12

Transactional analysis

Question 13

refers to the behaviours, thoughts and feelings that are copied, learned or
even borrowed from our parents, parental figures, or significant others

Answer 13

Parent ego state

Question 14

A set of behaviors, thoughts and feelings which are direct responses to the
here-and-now, not copied from parents or parent-figures nor replayed from the individual’s own
childhood.

Answer 14

Adult ego state

Question 15

Is the archaic feelings, attitudes and behaviours which are replayed from
childhood

Answer 15

Child ego state

Question 16

a “You’re not OK” message, and is punitive.

Answer 16

Negative Controlling Parent

Question 17

When
in this mode the person is engulfing and overprotective.

Answer 17

Negative Nurturing Parent

Question 18

to experience such emotions as depression, unrealistic fear
and anxiety

Answer 18

Negative Adapted Child

Question 19

the person runs wild with no restrictions or boundaries. In
this mode they express a “You’re not OK” message

Answer 19

Negative Free Child

Question 20

communicates the message “You’re OK”. When in this mode the
person is caring and affirming.

Answer 20

Positive Nurturing Parent

Question 21

This is the boundary
setting mode, offering constructive criticism, whilst being caring but firm.

Answer 21

Positive Controlling Parent

Question 22

From this mode we learn the
rules to help us live with others.

Answer 22

Positive Adapted Child

Question 23

We’re OK” messages. The Adult is able to assess reality in the executive position it is possible to choose
which of the other effective modes to go into, dependent on the situation.

Answer 23

Accounting mode