Chapter 1

Question 1

process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways

Answer 1

communication

Question 2

model that shows sender to receiver to sender

Answer 2

circular

Question 3

model that includes feedback and frame of reference

Answer 3

circular

Question 4

individual experience and background

Answer 4

frame of reference

Question 5

model that sends and receives at the same time

Answer 5

linear

Question 6

sender =

Answer 6

source

Question 7

receiver =

Answer 7

interpreter

Question 8

putting a message into the form in which it will be communiccated

Answer 8

encoding

Question 9

process the receiver goes through in trying to interpret the exact meaning of a message

Answer 9

decoding

Question 10

symbols that carry the message

Answer 10

code

Question 11

competent communicators (5)

Answer 11

1. sharing information and opinions
2. managing conflict
3. involving others in decision making
4. tolerating disagreement
5. highly skilled in face-to-face communication

Question 12

spoken/written words used to communicate thoughts and emotions

Answer 12

language (verbal)

Question 13

vocal elements that go along with spoke language (tone of voice, pitch, rate, volume, emphasis)

Answer 13

paralanguage (vocal)

Question 14

all intentional/unintentional means other than writing/speaking by which a person sends a message (facial expressions, eye contact, gestures, appearance, posture, size and location of office, arrival time meetings)

Answer 14

nonverbal cues (visual)

Question 15

medium selected to carry the message

Answer 15

channel

Question 16

amount of information a channel can convey

Answer 16

channel richness

Question 17

verbal and visual response to a message

Answer 17

feedback

Question 18

advantages of feedback

Answer 18

improves accuracy, increases employee satisfaction

Question 19

disadvantages of feedback

Answer 19

causes feelings of psychological attack, time consuming

Question 20

formal messages that flow from managers and supervisors down to subordinates

Answer 20

downward communication

Question 21

formal messages that flow upward from subordinates to supervisors and managers

Answer 21

upward communication

Question 22

messages flow laterally between people of the same rank

Answer 22

horizontal communication