Ch 4 - Building Relationships by Communicating Supportively

Question 1

4 types of communication

Answer 1

Supportive communication, Validating communication, Conjunctive communication, & Disjunctive communicatio

Question 2

Supportive communication

Answer 2

It helps managers share information accurately and honestly without jeopardizing interpersonal relationships.

Question 3

Validating communication

Answer 3

It helps people feel recognized, understood, accepted, and valued. It is respectful, flexible, two-way, and based on agreement.

Question 4

Conjunctive communication

Answer 4

A connection of responses to previous messages in such a way that conversation flows smoothly.

Question 5

Disjunctive communication

Answer 5

It refers to responses that are disconnected from what was stated before. It can result from a lack of equal opportunity to speak, long pauses in a speech or before a response, or when one person decides the topic of conversation.

Question 6

Types of responses

Answer 6

Probing, Deflecting, Advising, & Reflecting

Question 7

Probing

Answer 7

Asks a question about what the communicator just said or about a topic selected by the listener.

Question 8

4 types of probing

Answer 8

1. Repetition probe: Used when topic drift occurs or statements are unclear.
2. Clarification probe: Used when the message is unclear or ambiguous.
3. Elaboration probe: Used when more information is needed.
4. Reflection probe: Used to encourage more in-depth pursuit of the same topic.

Question 9

Deflecting

Answer 9

Switches the focus from the communicator’s problem to one selected by the listener.

Question 10

Advising

Answer 10

Provides direction, evaluation, personal opinion, or instructions.

Question 11

Reflecting

Answer 11

Mirrors back to the communicator the message that was heard and communicates understanding and acceptance of the person.

Question 12

Disconfirmation

Answer 12

The feeling resulting from communication that demeans or belittles the recipient.

Question 13

Defensiveness

Answer 13

Focusing on self-defense rather than listening. It occurs when an individual feels threatened or punished by the communicator.

Question 14

Incongruence

Answer 14

A mismatch between what one is experiencing and what one is aware of.

Question 15

Congruence communication

Answer 15

Exactly matching the communication, verbally and nonverbally, to what an individual is thinking and feeling.

Question 16

Indifference

Answer 16

It is communicated when the other person’s existence or importance is not acknowledged.

Question 17

Imperviousness

Answer 17

The communicator does not acknowledge the feelings or opinions of the other person.

Question 18

Respectful communication

Answer 18

The opposite of superiority-oriented communication. It helps subordinates feel that they have a stake in identifying problems and resolving them by communicating an egalitarian stance.

Question 19

Flexibility in communication

Answer 19

The willingness of a person to communicate an understanding that the other party may possess additional data and other alternatives that may make significant contributions both to the problem solution and to the relationship.

Question 20

Coaching

Answer 20

Passing along advice, information, and advising of a set of standards

Question 21

Counseling

Answer 21

Addressing an attitude, personality clash, & defensiveness.