Chapter 5 • Communication

Question 1

Interpersonal Communication Basics

Answer 1

1. Sender
2. Message
3. Receiver
4. Feedback
5. Interference

Question 2

There are five general purposes for interpersonal communication: to learn, to relate, to influence, to
play, and to help.

Answer 2

• Learn — Acquire knowledge or skills.
• Relate — Establish a new relationship or maintain an existing one. * Influence — Control, direct, or manipulate behavior.
• Play (entertain) — Create a diversion and enjoy relaxation, such as with positive humor.
• Help — Attend to another person’s needs or console someone in a time of tragedy or loss.

Question 3

Listening is an active process requiring several components.

Answer 3

1. Attending
2. Understanding
3. Remembering
4. Evaluating
   5.Responding

Question 4

A petition to a federal, state, or local agency for access to records concerning a specific topic, individual, or organization

Answer 4

Freedom of Information Act (FOIA) Request

Question 5

Statement that identifies a general philosophy; may be included as part of a policy.

Answer 5

Guideline

Question 6

Any memory technique that is used to assist a learner in properly encoding and recalling vital information; is primarily used to associate seemingly dissimilar items or concepts.

Answer 6

Mnemonic Device

Question 7

Organizational principle that is developed and adopted as a basis for decision-making.

Answer 7

Policy

Question 8

Outline of the steps that must be performed in order to properly follow an organizational policy. Procedures help an organization to ensure that it consistently approaches a task in the correct way, in order to accomplish a specific objective.

Answer 8

Procedure

Question 9

Any writing containing information relating to the conduct of government or the performance of any governmental or proprietary function prepared, used, or retained by any state or local agency, regardless of form or characteristics.

Answer 9

Public Record