Chapter 1

Question 1

explicit rules

Answer 1

rules that have been clearly articulated as direct expectations for communicative behavior

Question 2

implicit rules

Answer 2

rules that almost everyone in a certain social group knows and follows, even though no one has formally expressed them

Question 3

verbal communication

Answer 3

the use of words to communicate

Question 4

language

Answer 4

a structured system of symbols, in the form of words, used for communicating meanings

Question 5

nonverbal communication

Answer 5

messages that include those behaviors and characteristics that convey meaning without the use of words

Question 6

content dimension

Answer 6

the literal information being communicated by a message

Question 7

relational dimension

Answer 7

the signals in messages about the nature of the relationship in which they’re shared

Question 8

metacommunication

Answer 8

communication about communication

Question 9

symbol

Answer 9

representation of an idea

Question 10

message

Answer 10

consists of verbal and/or nonverbal behaviors to which people give meaning

Question 11

sender

Answer 11

the source of an idea when formulating a message

Question 12

encode

Answer 12

when formulating a message, putting an idea into the form of language or a nonverbal behavior that the receiver can understand

Question 13

receiver

Answer 13

the person who decodes, or interprets, a message

Question 14

decode

Answer 14

to interpret a message

Question 15

channel

Answer 15

a type of communication pathway used to convey a message. may include face-to-face, email, text message, or voice mail, among others

Question 16

context

Answer 16

the physical and psychological environment in which a message is communicated

Question 17

noise

Answer 17

anything that interferes with a receiver’s ability to encode or decode a message

Question 18

feedback

Answer 18

a receiver’s various verbal and nonverbal reactions to a message

Question 19

dynamic

Answer 19

constantly changing and evolving

Question 20

formal professional networks

Answer 20

types of professional relationships that generally have clear lines of authority and reporting structures, shoulder standard sets of responsibilities, and require accountability to other members of the network

Question 21

downward communication

Answer 21

communication that flows from superiors to subordinates

Question 22

upward communication

Answer 22

communication that flows from subordinates to superiors

Question 23

lateral communication

Answer 23

communication among peers or colleagues with relatively equal positions in the organization

Question 24

formality

Answer 24

the protocols, rules, structure, and politeness associated with formal professional networks

Question 25

informal professional networks

Answer 25

voluntary professional connections - such as friendships formed with co-workers - rather than formal reporting structures

Question 26

informal communication

Answer 26

communication that is generally less bound by protocols, rules, structure, and politeness, typically found in informal professional network

Question 27

post-trust era

Answer 27

the current climate in which people overwhelmingly view businesses as operating against the public's best interests and the majority of employees view their leaders and colleagues skeptically

Question 28

rapport

Answer 28

a sense of harmony, goodwill, and caring among people

Question 29

active listening

Answer 29

a person's willingness and ability to hear and understand. at its core, active listening is a state of mind. it involves bringing about and finding common ground, connecting to each other, and opening up new possibilities

Question 30

communication competence

Answer 30

the ability to communicate in ways that are effective and appropriate in a given situation

Question 31

self-awarness

Answer 31

ability to see how your behavior is affecting others

Question 32

adaptability

Answer 32

ability to modify your behaviors as the situation demands

Question 33

cognitive complexity

Answer 33

ability to consider a variety of explanations and understand a given situation in multiple ways

Question 34

empathy

Answer 34

skill at identifying and feeling what others around you are feeling

Question 35

emotional intelligence

Answer 35

ability to understand, express, and manage emotions, and to use emotion to facilitate thought

Question 36

ethics

Answer 36

ability to treat people fairly, communicate honestly, and avoid immoral or unethical behavior

Question 37

self-monitoring

Answer 37

being aware of our own behavior and its effects on others

Question 38

cognitive complexity

Answer 38

the ability to consider a variety of explanations and understand a given situation in multiple ways

Question 39

empathy

Answer 39

the ability to be "other-oriented" and understand other people's thoughts and feelings

Question 40

eq

Answer 40

stands for emotional quotient; a person's level of emotional intelligence

Question 41

ethics

Answer 41

guides us in judging whether something is morally right or wrong