Chapter 13

Question 1

The most important means of body language are

Answer 1

face and eyes

Question 2

A social world with its own goals, values, behaviors, and idiosyncrasies.

Answer 2

Organizational Culture

Question 3

Has to do with a speakers voice, the way in which words are delivered, emphasis, pitch, volume speed, and connectivity.

Answer 3

paralanguage

Question 4

Two factors that determine how well we sense the words around us

Answer 4

1. Ability to process sound
2. Attentiveness or concentration

Question 5

Focusing on what is being said and reserving judgement

Answer 5

Active listening

Question 6

And effective way to focus your attention where asking questions through repeating what you think you heard.

Answer 6

Back-channeling

Question 7

Objective, helpful comments that improve others’ work, build goodwill, and help both parties achieve their communication and business goals

Answer 7

Constructive feedback

Question 8

The interaction of interdependent people who perceive opposition of goals, aims, and values, and who see the other party as potentially interfering with the realization of these goals.

Answer 8

Conflict

Question 9

The process of discussion that leads to an agreement.

Answer 9

Negotiation