chapter 15

Question 1

communication

Answer 1

the transfer of info or understanding from one person to another

Question 2

what does it mean to be an efficient communicator

Answer 2

transmit message accurately in least time

Question 3

what does it mean to be an effective communicator

Answer 3

intended message is accurately understood

Question 4

explain the communication process

Answer 4

1. sender encodes message and selects medium
2. message is transmitted through medium
3. receiver decodes message and decides if feedback is needed
4. receiver expresses reaction or feedback through a medium

Question 5

what is noise

Answer 5

anything that can get in the way of communicating a message; static, slurring, etc.

Question 6

encoding

Answer 6

translating a message into understandable symbols or language

Question 7

decoding

Answer 7

interpreting and trying to make sense of a message

Question 8

vertical communication

Answer 8

up and down chain of command

Question 9

downward communication

Answer 9

from top to bottom of chain

Question 10

upward communication

Answer 10

from bottom to top of chain

Question 11

horizontal communication

Answer 11

flows within and between units

Question 12

external communication

Answer 12

outside the organization

Question 13

grapevine

Answer 13

the unofficial communication system of the informal organization

Question 14

how much of the grapevine is accurate info

Answer 14

about 90%

Question 15

what are the 5 things you should do to maximize face-to-face communication

Answer 15

1. make time for face-to-face
2. listen more, talk less
3. deliver good news first, lead into bad
4. hold employee town hall meetings
5. use webcasts when you can’t be there

Question 16

what should a leader do to streamline meetings

Answer 16

1. set goal and communicate it beforehand
2. start and end on time
3. use frequent short meetings
4. follow up within 24 hours

Question 17

what should a participant do to streamline meetings

Answer 17

1. prepare
2. be on time
3. participate intelligently
4. follow up on your to do list

Question 18

what are the 6 barriers to communication

Answer 18

1. sender
2. encoding
3. medium
4. receiver
5. decoding
6. feedback

Question 19

what are the 7 personal barriers to communication

Answer 19

1. variable communication skills
2. variations in the way we process and interpret info
3. variations in trustworthiness and credibility
4. oversized egos, our pride, self-esteem, arrogance
5. faulty listening skills
6. tendency to judge
7. generational differences

Question 20

what are cross-cultural barriers

Answer 20

language
nonverbal signs
symbols
facial expressions
body movement and gestures
touch
eye contact

Question 21

what % of companies use social media for recruitment

Answer 21

about 82%

Question 22

what are the benefits of social media in regards to employee productivity

Answer 22

reduced turnover
higher performance
increased job satisfaction
greater creativity
collaboration

Question 23

crowdsourcing

Answer 23

using the internet and social media to enlist a group outside the org for help solving a problem

Question 24

what does an effective speaker do

Answer 24

tells audience what they’re gonna say
says it
tells audience what they told them

Question 25

how can social media help sales and brand recognition

Answer 25

1. can increase product and service awareness
2. generate customer inquiry
3. reach customers on a global scale
4. foster promotion of local businesses
5. foster customers’ conversations about brands

Question 26

cyberloafing

Answer 26

employees accessing the internet at work for personal use

Question 27

phubbing

Answer 27

ignoring those present to pay attention to a mobile phone

Question 28

defensive communication

Answer 28

aggressive, attacking, angry OR passive, withdrawing

Question 29

non-defensive communication

Answer 29

assertive, direct, powerful

Question 30

empathy

Answer 30

ability to recognize and understand another person’s feelings and thoughts

Question 31

active listening

Answer 31

actively decoding and interpreting verbal messages

Question 32

involved listening

Answer 32

“i’m partially interested”

Question 33

passive listening

Answer 33

“it’s not my responsibility to listen”

Question 34

detached listening

Answer 34

“i’m uninterested”