Chapter 7: Communication For Work Purposes

Question 1

Kind of communication the transpires when there is transmission of information between one person and group of persons in an organization.

Communication only occurs when information in understanding have passed between sender and receiver

Answer 1

Communication in the Workplace

Question 2

How does a workplace become harmonious?

Answer 2

This happens when every employee is given to an avenue to communicate well with each other in a more professional way

Question 3

Employees’ Top 5 Skills and Qualities:

Answer 3

1. Communication skills.
2. Strong work ethics.
3. Teamwork skills.
4. Analytical skills.
5. Initiative.

Question 4

Top 10 communication skills for workplace success:

Answer 4

1. Nonverbal communication
2. Clarity and concision.
3. Friendliness.
4. Picking the right medium.
5. Feedback.
6. Confidence.
7. Respect.
8. Open mindedness
9. Empathy.
10. Listening.

Question 5

Barrier to communication, that can be either internal or external. It can be self talking, conversations, traffic, noise, or anything, but interferes with our ability to maintain focus.

Answer 5

Noise

Question 6

Barrier that keeps communication from happening or when employees communicate to the information and input they feel they are expected to communicate, and not what they really believe

Answer 6

Culture

Question 7

Barrier to communication when they involve interactions between subordinates and superiors

Answer 7

Role

Question 8

Barrier to communication that is based on our preconceived beliefs, or based on impressions we form of people as we interact with them

Answer 8

Bias

Question 9

Barrier to communication when we do not understand the meaning behind what is being communicated

Answer 9

Misinterpretation

Question 10

Flow of communication wherein subordinates convey their problems and performance to superiors. Provides feedback on how well organization is functioning. Employees can participate by sharing in views and ideas, and builds a committed and loyal workforce.

Answer 10

Upward Communication

Question 11

This encourages communication about complaints. Employees can make an appeal upward beyond for immediate supervisor.

Answer 11

Grievance procedure

Question 12

This is an invitation for subordinates to come in and talk to their superior about things that trouble them.

Answer 12

Open door policy

Question 13

Information obtained from these forms of communication handled by the Human Resource Department can be used to make improvements

Answer 13

Counseling, questionnaires, exit interview

Question 14

This technique uses informal involvement of subordinates, quality improvement teams, and the union management committees.

Answer 14

Participative decision making technique

Question 15

The use of this person provides an outlet for a person to feel they have been treated unfairly

Answer 15

Ombudsperson

Question 16

Flow of communication that starts from a higher level in an organization to a lower level. This communication flow is used by managers to transmit work related information to the employees at lower levels. Employees required this information for performing for jobs and for meetings expectations of their managers.

Answer 16

Downward Communication

Question 17

Flow of communication that happens among employees of equal rank, lead committees, task forces, and cross functional project teams. It is also called lateral communication as it takes place at same levels of hierarchy in an organization.

Answer 17

Horizontal communication

Question 18

Flow of communication that crosses work areas and organizational level. Under this communication, any employee can communicate to other employees without considering the hierarchy or level of employees. It is mostly used by expert groups to communicate expert ideas to the different levels of employees.

Answer 18

Diagonal communication

Question 19

It is a physical or physiological struggle associated with the perception of opposing and incompatible, goals, desires, demands, wants, or needs

Answer 19

Conflict

Question 20

Conflict management strategy where you may choose to change the subject, or leave the room, but the conflict will remain and resurface when you least expect it

Answer 20

Avoidance

Question 21

Conflict management strategy, wherein defensive communication is characterized by control, evaluation, and judgments. Meanwhile, supportive communication focuses on the points and not personalities

Answer 21

Defensiveness versus supportiveness

Question 22

Conflict management strategy that involve messages or statements that take away from the respect, integrity, or the credibility of a person. Face-saving strategies, protect credibility and separate message from messenger.

Answer 22

Face-detracting and Face-Saving-Detracting strategies

Question 23

Conflict management strategy that involves listening to both literal and implied meaning within the message

Answer 23

Empathy

Question 24

Conflict management strategy that involves an imaginary bag we all carry into which we place and resolve, conflicts or grievances overtime and carry around

Answer 24

Gunnysacking

Question 25

Conflict management strategy that helps you be aware of your emotions and wait until the moment has passed to tackle the challenge.

Answer 25

Managing emotions

Question 26

It is an informal channel of business communication. It is called so o because it stretches throughout the organization, in all directions irrespective of authority levels. If exists more at lower levels of organizations.

Answer 26

Grapevine Communication

Question 27

It is any information that individuals receive about their behavior. It should not be viewed as a negative process, instead, it should be used as a strategy to enhance goals, awareness, and learning.

Answer 27

Feedback

Question 28

Feedback that identifies or describes how a person communicates

Answer 28

Descriptive feedback

Question 29

Feedback that provides an assessment of a person who communicates

Answer 29

Evaluative feedback

Question 30

Feedback that provides advice about how one should behave or communicate

Answer 30

Prescriptive feedback

Question 31

Level of feedback that involves issues of effectiveness and appropriateness, specific issues include the quantity or quality of a group output

Answer 31

Task or procedural feedback

Question 32

Level of feedback that provides information about interpersonal dynamics within a group

Answer 32

Relational feedback

Question 33

Level of feedback that provides feedback that focuses on a particular individual in a group

Answer 33

Individual feedback

Question 34

Level of feedback that provides feedback that focuses on how well the group is performing

Answer 34

Group feedback

Question 35

It is a group communication in action around a defined agenda, at the set time, for an established duration.

Answer 35

Meetings

Question 36

Written or recorded documentation that is used to inform attendees and non-attendees about what was discussed and what happened during a meeting

Answer 36

Minutes of the Meeting

Question 37

Role of note taker:

Answer 37

- Must have an ear for details - Must multitask effectively

Question 38

What does a minute taker need:

Answer 38

- Concise notes - Informative notes

Question 39

Elements of Meeting Minutes:

Answer 39

1. Heading 2. Attendees 3. Approval of previous minutes 4. Action items 5. Announcement 6. Next meeting details 7. Sign off signature

Question 40

It is written to communicate policies, procedures, or related official business within an organization. It is often written from a one-to-all perspective. It is written to inform or persuade.

Answer 40

Memorandum

Question 41

Memorandum format:

Answer 41

1. Sender 2. Recipients 3. Title of the individuals 4. Date 5. Subject line 6. Message that contains a declaration, discussion, and summary

Question 42

Tips for Effective Business Memo:

Answer 42

- Audience Orientation - Professional, Formal Tone - Subject Emphasis - Use direct format

Question 43

These are brief messages sent to recipients that are often outside the organization. They are often printed on letterhead paper, and represent the business or organization in one or two pages. Shorter messages may include emails or memos.

Answer 43

Business Letters

Question 44

Parts of a Business Letter:

Answer 44

1. Return Address 2. Date 3. Reference 4. Salutation 5. Body 6. Complimentary Close 7. Signature