Chapter 6

Question 1

how does the communication process work?

Answer 1

The sender initiates a message (speech) by encoding. The channel is the medium through which the message travels. The send selects it, determining whether to use formal or informal channel.

Question 2

communication channels established by an organization to transmit messages related to the professional activities of members.

Answer 2

formal channels

Question 3

communication channels that are created spontaneously and that emerge as responses to individual choices

Answer 3

informal channels

Question 4

the medium through which a message travels

Answer 4

channel

Question 5

undue tension and anxiety about oral communication, written communication, or both

Answer 5

communication apprehension

Question 6

the amount of information that can be transmitted during a communication episide

Answer 6

channel richness

Question 7

what are the barriers to communication (8)

Answer 7

filtering, selective perception, defensiveness, emotion, information overload, language, silence, nonverbal communication

Question 8

a senders manipulation of information so that it will be seen more favourable by the receiver.

Answer 8

filtering

Question 9

receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics

Answer 9

selective perception

Question 10

when people feel that they are being threatened, they tend to react in ways that reduce their ability to achieve mutual understanding.

Answer 10

defensiveness

Question 11

may interpret the same message differently when you are angry or distraught than when you are happy.

Answer 11

emotion

Question 12

the state of having more information than one can process

Answer 12

information overload

Question 13

messages conveyed through body movements, facial expressions, and the physical distance between the sender and reciever

Answer 13

nonverbal communication

Question 14

What are the 5 current issues in communication?

Answer 14

Email, instant messaging, text messaging, social networking and blogs

Question 15

issues with email?

Answer 15

misinterpreting the message, communicating negative messages, time-consuming nature of email, email emotions privacy concerns

Question 16

issues with instant messaging and text messages

Answer 16

only short messages, get distracting, not as professional.

Question 17

issues with social networking

Answer 17

people get annoyed with too many posts, employers check profiles, not private

Question 18

a website where entries are written, and generally displayed in reverse chronological order, about news, events, and personal diary entries,

Answer 18

Blog (web log)

Question 19

conflict that supports the goals of the group and improves its performances

Answer 19

functional conflict

Question 20

conflict that hinders group performance

Answer 20

dysfunctional conflict

Question 21

what makes functional and dysfunctional different?

Answer 21

group preformance

Question 22

what are the 5 conflict management strategies?

Answer 22

forcing, problem solving, avoiding, yielding and compromising

Question 23

imposing ones will on the other

Answer 23

forcing

Question 24

trying to reach an agreement that satisfies both ones own and the other party’s aspirations as much as possible

Answer 24

problem solving

Question 25

ignoring or minimizing the importance of the issues creating the conflict

Answer 25

avoiding

Question 26

accepting and incorporating the will of the other party

Answer 26

yielding

Question 27

balancing concern for oneself with the concern for the other party in order to reach a solution

Answer 27

compromising

Question 28

conflict management solutions (5)

Answer 28

problem solving, developing overarching goals, smoothing, compromising and avoidance

Question 29

requesting a face to face meeting to identify the problem and resolve it through open discussion

Answer 29

problem solving

Question 30

creating a shared goal that requires both parties to work together and motivates them to do so

Answer 30

developing overarching goals

Question 31

playing down differences while emphasizing common interests with the other party

Answer 31

smoothing

Question 32

agreeing with the other party that each will give up something of value to reach an accord

Answer 32

compromising

Question 33

withdrawing from, or suppressing the conflict.

Answer 33

avoidance

Question 34

the scarcity of a resource- say, money, promotion opportunities, office space- can create conflict. expansion of the resource can create a win-win solution

Answer 34

expansion of resources

Question 35

management can use its formal authority to resolve the conflict and then communicate its desires to the parties involved

Answer 35

authoritative command

Question 36

behavioural change techniques such as human relations training can alter attitudes and behaviours that can cause conflicts

Answer 36

altering the human variable

Question 37

the formal organization structure and the interaction patterns of conflicting parties can be changed through job redesign, transfers, creation of coordinating positions and the like

Answer 37

altering the structural variables

Question 38

what leads to personal conflict? (5)

Answer 38

• misunderstanding based on age, race, or cultural differences
• intolerance, prejudice, discrimination, or bigotry
• perceived inequities
• misunderstandings, rumours, or falsehoods about an individual or group
• blaming for mistakes or mishaps (finger-pointing)

Question 39

what is the difference in conversation between men and women?

Answer 39

Men- a way to preserve independence and maintain status in a hierarchical social order.
Women- negotiations for closeness in which people try to and give comfort and support.

Question 40

what are the cultural barriers to communication?

Answer 40

• barriers caused by semantics
• barriers caused by word connotations
• barriers caused by tone differences
• barriers caused by differences in perceptions

Question 41

words that dont transfer from english to another language

Answer 41

barriers caused by semantics

Question 42

words that mean different things in different languages

Answer 42

Barriers caused by word connotations

Question 43

the different tones that people speak that differ from formal and informal

Answer 43

barriers caused by tone differences

Question 44

people who speak different languages actually view the world differently

Answer 44

barriers caused by differences in perceptions

Question 45

4 ways to overcome cross cultural difficulties

Answer 45

• assume differences until similarity is proven
• emphasize description rather than interpretation or evaluation
• be empathetic
• treat your interpretations