Chapter 8 - Communicating w/ employees Flashcards
What are factors that distort or block the message?
p. 126
A.) Receiver
B.) Medium
C.) Feedback
D.) Noise
D.) Noise
What is a good way to overcome resistance to feedback? p. 135
A.) Give feedback in a group setting
B.) Only give positive feedback
C.) Ask for feedback from employees on you
D.) Offer incentive for good performance
C.) Ask for feedback from employees on you
What can be done to avoid an early interruption of the speaker? p. 132
A.) Being to paraphrase them
B.) Allow for a thoughtful pause
C.) Stare at them until they say they are done
D.) Ask if they are done talking
B.) Allow for a thoughtful pause
What is the average rate of speech for most Americans? p. 131
A.) 150 to 175 words per minute
B.) 200 to 225 words per minute
C.) 175 to 200 words per minute
D.) 125 to 150 words per minute
D.) 125 to 150 words per minute
What is occurring when something from our past experiences makes us see people as a group and not individuals? p. 138
A.) Discriminating
B.) Fluffing
C.) Stereotyping
D.) Alienating
C.) Stereotyping
What can communicate meaning in ways that words alone cannot? p. 127
A.) Eye contact
B.) Body language
C.) Paralanguage
D.) Written instructions
C.) Paralanguage
Which nonverbal cue is being communicated when you are leaning forward? p. 128
A.) Bored
B.) Closed
C.) Open
D.) Interest
D.) Interest
Which is NOT a correct statement about using email for communication? p. 137
A.) Don’t overuse e-mail
B.) Never pass along jokes
C.) Discourage follow up
D.) Reread each message before sending
C.) Discourage follow up
Which is NOT a way to give feedback to an employee? p. 135
A.) Avoid being judgmental
B.) Deal in specifics
C.) Own the statements you make
D.) Trigger emotional responses for effect
D.) Trigger emotional responses for effect
Which is NOT acceptable when working in a diverse workforce? p. 139
A.) Be alert to nonverbal messages
B.) Accept different perspectives as appropriate
C.) Treat all employees with respect
D.) Use jargon when appropriate
D.) Use jargon when appropriate
What can cause the original message to become something completely different? p. 129
A.) Sender’s interpretation
B.) Feedback’s interpretation
C.) Receiver’s interpretation
D.) Messenger’s interpretation
C.) Receiver’s interpretation
What can be used to improve communication?
p. 130
A.) Asking for feedback
B.) Being careful with the message
C.) Actively listen
D.) Reading body language
A.) Asking for feedback
What is not communicated in emails that is vital to effective communication? p. 136
A.) Meaning
B.) Words
C.) Tone
D.) Message
C.) Tone
What must happen for true listening to occur?
p. 131
A.) Hearing
B.) Responding
C.) Understanding
D.) Receiving
C.) Understanding
What often leads to a breakdown in communication in an organizational setting? p. 126
A.) Receiver does not take responsibility for clarity
B.) Neither party takes responsibility for clarity
C.) Sender does not take responsibility for clarity
D.) Third party does not take responsibility for clarity
B.) Neither party takes responsibility for clarity
Which of the following is NOT something that you as the sender of a message can do to ensure that the message is clear? p. 130
A.) Write the message out first to review the meaning
B.) Ask for feedback
C.) Think carefully about who the receiver is
D.) Know what your objective is in sending the message
A.) Write the message out first to review the meaning
Which is NOT an appropriate action when actively
listening? p. 131
A.) Use appropriate facial expressions
B.) Look directly at the speaker
C.) Let the speaker finish without interruption
D.) Encourage the slow speaker to speed up
D.) Encourage the slow speaker to speed up
What should be focused on when giving an employee feedback? p. 135
A.) All things that need changing
B.) What others are worried about
C.) Minor changes
D.) What is changeable
D.) What is changeable
Which generation is at retirement age but may still be in the workforce? p. 138
A.) Traditionalists
B.) Generation Y
C.) Generation X
D.) Baby boomers
A.) Traditionalists
What is considered the more effective form of
communication particularly in organizations?
p. 126
A.) One-way
B.) Two-way
C.) Rotational
D.) Circular
B.) Two-way
What is the means by which the message is sent?
p. 125
A.) Feedback
B.) Receiver
C.) Medium
D.) Messenger
C.) Medium
Which is NOT a way to receive honest and open feedback from your employees? p. 136
A.) Be ready to hear comments that make you uncomfortable
B.) Offer incentives for speaking up
C.) Ask for clarification
D.) Thank the employee for the feedback
B.) Offer incentives for speaking up
Generally what percentage of a supervisor’s day is spent communicating in some form? p. 125
A.) 80 percent
B.) 65 percent
C.) 75 percent
D.) 70 percent
A.) 80 percent
How many generations are there in the workforce for the first time ever? p. 138
A.) Six
B.) Four
C.) Five
D.) Three
B.) Four
Which is NOT good when giving an employee feedback? p. 133
A.) Give feedback promptly
B.) Examine your own motives
C.) Give feedback publicly
D.) Be descriptive rather than judgmental
C.) Give feedback publicly
How should the message be restated to show you understood the message as it was delivered?p. 132
A.) Regurgitate the person’s words
B.) Recite important pieces
C.) Give your own impression of the message
D.) Paraphrasing in your own words
D.) Paraphrasing in your own words
Who is the person who is talking during communication p. 125
A.) Receiver
B.) Medium
C.) Messenger
D.) Sender
D.) Sender
What nonverbal clue is being communicated when you are standing over a seated employee?p. 128
A.) Nervousness
B.) Anger
C.) Interest
D.) Boredom
B.) Anger
What nonverbal cue may be being communicated when there is limited eye contact?
p. 128
A.) Boredom
B.) Anger
C.) Nervousness
D.) Interest
C.) Nervousness
Which attribute of supportive communication is A focus statement that communicate respect flexibility, collaboration, and areas of agreement? pg 134
Validate, not invalidate
Which attribute of supportive communication is A focus on honest messages where verbal statements match thoughts and feelings? Pg 134
Congruent, not incongruent
Which attribute of supportive communications is A focus on describing an objective occurrence, describing your reaction to it? and offering a suggested alternative?
Descriptive, not evaluative
Which attribute of supportive communication is a A focus on problems and issues that can be changed rather than people and their characteristics?
Problem-oriented, not person oriented.
Which attribute of supportive communication is a focus on specific events or behaviors and avoid general, extreme, or either-or statements?
Specific, not global
Which attribute of supportive communication is a focus on statements that flow from what has been said previously and facilitate interaction?
Conjunctive, not disjunctive
Which attribute of supportive communication is a focus on taking responsibility for your won statements by using personal “I” words?
Owned, not disowned
Which attribute of supportive communication is a focus on using a variety of appropriate responses, with a bias toward reflective responses?
Supportive listening, not one way listening
Which years are considered baby boomers?
Born between 1946 and 1964
Which years are considered generation X?
Born between 1965 and 1980
Which years are considered Generation Y?
Born between 1980 and 2000
