Chapter 8 Communicating With Employees

Question 1

To effectively _____, we must realize that we are all different in ways that we perceive the world and use this a guide to our communication with others. (Page 123)

Answer 1

communicate

Question 2

Generally _____ or more of a supervisor’s day is spent communicating in some form. (Page 125)

Answer 2

80%

Question 3

How can communication occur non-verbally? (Page 125)

Answer 3

gestures, facial expressions, posture, or even silence

Question 4

______ can lead to conflict, resistance, and low morale.(page 125)

Answer 4

Poor Communication

Question 5

______ helps your team operate smoothly and work together towards a shared and well-understood goal (Page 125).

Answer 5

Effective Communication

Question 6

_____ is the exchange of information, facts, ideas, and meanings. It is an essential component of building a strong productive team. (Page 125)

Answer 6

Communication

Question 7

What are the six parts of the communication process? (Page 125)

Answer 7

1. The sender
2. The message
3. The medium
4. The receiver
5. Feedback
6. Noise

Question 8

What are the two types of communication? (Page 126)

Answer 8

one-way and two-way

Question 9

____ is the return message that the receiver gives the sender. It is also the receiver’s response to a message (Page 126)

Answer 9

feedback

Question 10

____ occurs when the sender transmits information, facts, ideas and meanings, to the receiver and get a response. (Page 126)

Answer 10

two-way communication

Question 11

As a supervisor, you should use one-way communication _____, and only when you are absolutely certain that no part of your message will be misinterpreted. (Page 126)

Answer 11

sparingly

Question 12

_____ is behavior that transmits a meaning (the message) from one person (the sender) to another (the receiver) in a way that the message is understood. (page 126)

Answer 12

effective communication

Question 13

In an organizational setting, communication often breaks down when? (Page 126)

Answer 13

neither party takes responsibility for clarity

Question 14

_____ includes the tone of voice, pitch, emphasis, speed, loudness, and the pauses you use when speaking. It is closely related to verbal communication, but concerns how something is said rather than what is said. (Page 127)

Answer 14

Paralanguage

Question 15

_____ involves the position or movement of the body such as posture, gestures, and facial expressions. (Page 127)

Answer 15

Body Language

Question 16

_____ can communicate meaning in ways that words cannot. (Page 127)

Answer 16

Paralanguage

Question 17

Unintentionally, you may communicate a great deal to an employee through ________. (Page 127)

Answer 17

Body Language

Question 18

How the sender treats the receiver’s, personal space is another form of ? (Page 127)

Answer 18

non-verbal comunication

Question 19

Communication take place through _____. Your clothes, your way of carrying yourself, and the volume you typically use when speaking are all ______ that accompany your words. (Page 128)

Answer 19

Symbols

Question 20

To enhance your communication skills, you must pay equal attention to non-verbal as well as verbal aspects of communication, such as? (Page 129)

Answer 20

Intonation- rise and fall of the voice
inflection
gestures
use of personal space

Question 21

_____ is a form of nonverbal communication (Page 128)

Answer 21

personal style

Question 22

Other barriers to communication arise in the _______. (Page 129)

Answer 22

feedback loop

Question 23

No matter what the barrier, either party in a two-way exchange can try to improve communication by?
(Page 130)

Answer 23

asking for feedback

Question 24

Why is listening so difficult? For starters, humans think much faster than they talk. The average rate of speech for most Americans is ____ to ____ words per minute; the brain can process information by as much as four to five times as fast. (Page 131).

Answer 24

125 to 150

Question 25

Becoming an ________ will improve your communication capacity. (Page 131)

Answer 25

active listener

Question 26

_____ is an integral part of the active listening process: it lets your employees know that your are truly listening. (Page 132)

Answer 26

Feedback

Question 27

_____ is a form of feedback that helps you demonstrate you have understood correctly and that gives employees the opportunity to make themselves clear. (Page 132)

Answer 27

Paraphrasing

Question 28

A good way to overcome resistance to feedback is by? (Page 135)

Answer 28

asking your employees to give you feedback on your performance

Question 29

The problem with e-mails or tweets is that they cannot communicate what? (Page 136)

Answer 29

Tone

Question 30

______ seems to have almost unlimited potential to increase workplace efficiency and effectiveness. (Page 137)

Answer 30

electronic communication

Question 31

_______ are people born between 1922 and 1945. The are of retirement age, but many remain in the work place. (Page 138)

Answer 31

Traditionalist

Question 32

______are people born between 1945-1964: they have reached normal retirement age and are beginning to move away from full-time employment. (Page 138)

Answer 32

Baby boomers

Question 33

____ are born between 1965 -1980. (Page 138)

Answer 33

Generation X

Question 34

____ are born between 1980-2000. (Page 138)

Answer 34

Y or millennials

Question 35

Although generalizations may increase understanding, within a work group, it is important to avoid _____, which is mentally placing individuals into various groups and interpreting their behavior in light of what you think you know about a group. (Page 138)

Answer 35

stereotyping