Chapter 15

Question 1

the capacity to attract support and help from others to get things done.

Answer 1

Social capital

Question 2

the process of sending and receiving symbols with meanings attached.

Answer 2

Communication

Question 3

the receiver fully understands the intended meaning.

Answer 3

effective communication

Question 4

occurs at minimum cost to the sender.

Answer 4

Efficient communication

Question 5

presents a message in a manner that causes others to accept and support it.

Answer 5

Persuasive communication

Question 6

earns trust, respect, and integrity in the eyes of others.

Answer 6

Credible communication

Question 7

the ability to inspirationally persuade and motivate others.

Answer 7

Charisma

Question 8

communication techniques people use to make themselves more “leaderlike” and be perceived by others as influential and trustworthy.

Answer 8

Charismatic leadership tactics

Question 9

anything that interferes with the communication process.

Answer 9

Noise

Question 10

the pathway used to carry a message.

Answer 10

communication channel

Question 11

the capacity of a communication channel to effectively carry information.

Answer 11

Channel richness

Question 12

takes place through gestures, expressions, posture, and even use of interpersonal space.

Answer 12

Nonverbal communication

Question 13

results when words communicate one message while actions, body language, or appearance communicates something else.

Answer 13

mixed message

Question 14

the intentional distortion of information to make it more favorable to the recipient.

Answer 14

Information filtering

Question 15

helps the source of a message say what he or she really means.

Answer 15

Active listening

Question 16

Rules for Active Listening

Answer 16

1. Listen for message content: Try to hear exactly what content is being conveyed in the message.
2. Listen for feelings: Try to identify how the source feels about the content in the message.
3. Respond to feelings: Let the source know that her or his feelings are being recognized.
4. Note all cues: Be sensitive to nonverbal and verbal messages; be alert for mixed messages.
5. Paraphrase and restate: State back to the source what you think you are hearing.

Question 17

the process of telling someone else how you feel about something that person did or said.

Answer 17

Feedback

Question 18

the study of the way we use and communicate with space.

Answer 18

Proxemics

Question 19

involves being honest and openly sharing accurate and complete information.

Answer 19

Communication transparency

Question 20

managers provide employees with essential financial information about their employers.

Answer 20

open-book management

Question 21

the tendency to consider one’s culture superior to any and all others.

Answer 21

Ethnocentrism

Question 22

use of appropriate manners and behaviors in cross-cultural situations.

Answer 22

Cultural etiquette