Chapter 10: Communication

Question 1

definition of communitcation

Answer 1

sending information from one person to another through some type of medium

Question 2

the communication process (5)

Answer 2

1. decision
2. encoding
3. channel (through which the message is transmitted to the reciever)
4. decoding
5. internal response

Question 3

purpose of communication (5)

Answer 3

1. persuade
2. evaluate
3. inform/ instruct
4. motivate/ psyc up
5. problem solve/ deal with conflict

Question 4

guidelines for sending an effective message (14)

Answer 4

1. be dirrect
2. own the message (I, my)
3. be complete and specific
4. avoid double messages
5. state your feelings clearly
6. sperate fact from opinion
7. focus on one thing at a time
8. deliver message immediately
9. no hidden agendas
10. be upportive
11. be consistant with non verbal messages
12. reinforce using repitition
13. tailor messages to the experience of the receiver
14. look for feedback

Question 5

non verbal communication comprises of ____% of communication

Answer 5

50-70

Question 6

factors that influence non verbal communication (5)

Answer 6

1. physical apperance
2. body language
3. touching
4. facial expression
5. voice characteritics

Question 7

types of listening (3)

Answer 7

1. active listening
2. supportive listening
3. aware listening

Question 8

components of active listening (6)

Answer 8

1. focusing on content, intent and feelings
2. attend to ideas
3. acknoledge commitment
4. give responding feedback
5. non-verbal
6. paraphrasing

Question 9

components of supportive listening (5)

Answer 9

1. supportive with the sender: value the message
2. attending (nod, dirrect eye contact)
3. confirming: understand the message and dont interupt
4. can be non verbal
5. can be verbal

Question 10

components of aware listening (2)

Answer 10

1. be flexible to listenign according to the situation

2. be alert for barriers (noise) or breakdowns (misintepretations)

Question 11

when can a breakdown occur (3)

Answer 11

1. in the senders message
2. in the recivors message
3. both

Question 12

components of confrentation (11)

Answer 12

1. face to face disscusion between two people in conflict
2. can clear the air
3. examine the problem and solutions or behaviour rather than dictate specific solutions
4. dont use when angry
5. provide specific information and instruction
6. dont attact character or personality
7. indentify exact feelings
8. think about consequences
9. emphasthize- clarify facts, ask dirrect questions, dont judge
10. be tentative - proceed gradually
11. how are things going to be resolved? who is going to take responsibility

Question 13

the sandwich approch (criticism)

Answer 13

1. a postive statement
2. future orientated instruction
3. compliment

Question 14

What is the final step in the process of communication?

Answer 14

The final step of the communication process is when the receiver thinks about the message and responds internally, by becoming interested, mad, or relieved, depending on the situation.

Question 15

What’s the best way for a coach to overcome the barrier of noise at a crowded basketball game?

Answer 15

By using nonverbal signals, and sharing them with the team beforehand, a coach can communicate effectively with his or her players during a noisy event.

Question 16

Ted is a star player on the soccer team and has high expectations for his performance. When he is learning a new skill, his coach approaches and says, “Your technique is really improving. Keep practicing.” Ted reacts by saying, “I’m doing better than everyone else on this team, so maybe you should tell them to keep practicing. I don’t need you to tell me I need to keep practicing, when it’s obvious I have what it takes to win games.” Who is responsible for this breakdown in communication?

Answer 16

Ted, the recipient of the message, is responsible for this breakdown in communication. Ted misinterprets the coach’s feedback and immediately starts acting defensive and rude.