Chapter 5

Question 1

Few opportunities in the organizational setting offer the supervisor a greater chance to make his mark than the occasion to prepare a _____________ and then convey its contents to superiors and subordinates alike.

Answer 1

competent report

Question 2

The differences in how men and women communicate have been compared to ____________________ communication.

Answer 2

cross cultural

Question 3

A gesture, the display of an attitude, or an inflection in the voice will often convey ___________________

Answer 3

more meaning then will the spoken word

Question 4

_____________ are the means a speaker uses to translate ideas to his listener.

Answer 4

Symbols and signs

Question 5

Signs are the meanings that emanate from what is perceived. One expresses himself by:

1. Words
2. Jesters
3. Facial expressions
4. Inflections
5. Actions
6. _________

Answer 5

But mostly by imprecise words

Question 6

A principal obstacle to __________________ communications is the failure to listen to what others are saying

Answer 6

good

Question 7

Communications are easier if they travel _____________ from the superior then if they go_________ from the subordinate.

Answer 7

downward

Upward

Question 8

Likewise, the _______________________of the communicator, the greater is the likelihood that his communication will be effective

Answer 8

greater the prestige

Question 9

Status difference can be helpful, or it can be a hindrance. It will be helpful if The supervisor has ________________ of his subordinates through the proper use of his authority.

Answer 9

earned the respect

Question 10

Earning respect is also enhanced by considering the _____________ of communications ; when a supervisor addresses a subordinate by his or her first name, it’ “often has an exhilarating affect on an officer.”

Answer 10

human elements

Question 11

Naming all appearances of superiority, inferiority, or personal inadequacy as complexes has become a common practice. These feelings often cause a “bad climate” between supervisor and subordinate and adversely affect their capacity to communicate effectively.

Answer 11

Psychological size

Question 12

The failure of the supervisor to recognize the importance of the psychological aspect of the communication process will set up barriers difficult to overcome. _________________ in communications is conducive to improve interchanges between people; however, one can harm his relationship and his ability to communicate well with another by being overly frank unnecessarily.

Answer 12

An atmosphere of openness

Question 13

Psychological stress from the outsider or inside, failure to listen actively, environmental distractors, and even abstractions can be considered noises that ______________ communication

Answer 13

hinder

Question 14

Distortion of Meaning or the garbling of communications is usually brought about by failure to use language that has a precise meaning to others. This failure maybe overcome by projecting oneself into another’s viewpoint, which is called _______

Answer 14

empathy

Question 15

The process of filtering also affects the supervisor in his _________ communications

Answer 15

downward

Question 16

Giving employees filtered information is sometimes worse than giving them none. Besides the adverse effects filtering eventually will have on the confidence of personnel in their leader, such distorted information will often cause rumors that are ____________

Answer 16

harmful to morale

Question 17

Too much insistence that employees follow formal Communication channels will tend to ___________ the passing of information upward, downward, and across organizational lines

Answer 17

sterilize

Question 18

Research has indicated that adherence to formal channels within the hierarchy facilitated communications but that morale was better in systems involving _________________

Answer 18

informal channels

Question 19

Two way communications are apt to be more accurate than one way communications, and although _________________ communications are faster, they do not provide for feedback as a means from measuring understanding. Therefore, they are likely to end up in talk only.

Answer 19

unilateral

Question 20

Researchers have found that the grapevine tends to be quite accurate. Supervisors must be aware that the grapevine can never be completely eliminated and will still carry some valuable insight into _________________

Answer 20

“whats really on the minds of the workforce”

Question 21

If the supervisor is to achieve better understanding between themselves and their subordinates, they will be well advised to concentrate on removing ___________________ communications whenever possible.

Answer 21

the impediments to effective

Question 22

Feedback involves simply the process of learning what the listeners verbal and nonverbal responses are by:

Answer 22

* Observation

• Inspection
• Questioning

Question 23

Supervisor should keep his subordinates informed as much as possible about matters affecting them such as work plans, schedules, policies, decisions, and programs. Operations can be Enhanced if management “sells” its decisions to employees as often as reasonably possible. If the supervisor makes little or no effort, the ______________, with all its potential hazards, will take over.

Answer 23

grapevine

Question 24

Adverse personal evaluations or incident reports concerning unacceptable behavior or performance should be discuss with the concerned employee as __________________ as are the favorable ones commending him.

Answer 24

promptly

Question 25

___________ is an excellent secondary means of learning but only as a supplement to listening. It is the oil that lubricates the process of listening and provides a foundation for it.

Answer 25

Talking

Question 26

The supervisor must develop his listening ability if he is to achieve success in his communications consistently. He does so by developing the _______________ philosophy which is one of the most important and most often neglected skills in communicating

Answer 26

“big ears, little mouth”

Question 27

Types of communicator’s

Who says no more than he thinks the situation requires or fails to say something that is required

Answer 27

Non-communicator

Question 28

Types of communicators

Troubled by “anxieties or compulsiveness” or I’m concerned with the impact his statements have on others

Answer 28

Logical speaker

Question 29

Types of communicators

Who often fails to communicate when communicating is indicated

Answer 29

Under talker

Question 30

Types of communicators

Who often communicates well but does not know when to stop

Answer 30

Over talker

Question 31

Types of communicators

Does he fail to give direct responses as he is expected, or “does he respond to irrelevant” side issues

Answer 31

Tangential Speaker

Question 32

Types of communicators

“Full of self-pity and self apology.” Does he apologize for asking a subordinate to do something he is expected to do?

Answer 32

Helpless speaker

Question 33

The supervisor is judged a great extent throughout their career by how well they expressed themselves not only orally but also in writing. In a literal sense, anything written by a person in his official capacity involves a staff function and it can be called a ___________

Answer 33

staff writing

Question 34

Written communications as in oral communications, words and ideas must be clearly expressed. Excessive use of _____________ should be avoided.

Answer 34

abbreviations

Question 35

Accuracy

When a written communication is in the form of a report concerning a research project, it should be based on the most reliable and authoritative data available. The writer should test the accuracy of a report he prepares by asking himself if his superior could safely stake his reputation on it; if not, it should be ___________

Answer 35

rewritten until it meets this test.

Question 36

Summary statements are often___________ to enable to read it to capture the important aspects of the report without reading the details

Answer 36

placed at the beginning

Question 37

 using the four D’s model on a daily basis makes it easier to handle a large quantity of emails. On average, people can process about 100 email messages an hour. Statistics show that :

Answer 37

50% of emails can be deleted
30% of emails can be delegated
20% of emails can be deferred to your task list or calendar to complete later