chapter 9

Question 1

communication

Answer 1

the process of a sender transmitting a message to an individual with the purpose of creating mutual understanding

Question 2

formal communication

Answer 2

workplace communication that occurs through memos, meetings, or lines of authority

Question 3

informal communication

Answer 3

workplace communication that occurs among individuals without regard to the formal lines of authority

Question 4

grapevine

Answer 4

an informal communication network where employees talk about workplace issues of importance

Question 5

gossip

Answer 5

personal information about another individual that is hurtful and inappropriate

Question 6

sender

Answer 6

an individual wanting to convey a message

Question 7

receiver

Answer 7

an individual that receives and decodes a message

Question 8

encoding

Answer 8

identifying how a message will be sent

Question 9

decoding

Answer 9

how a receiver interprets a message

Question 10

feedback

Answer 10

when a receiver responds to a sender’s message based upon the receiver’s interpretation of the original message

Question 11

noise

Answer 11

anything that interrupts or interferes with the communication process

Question 12

verbal communication

Answer 12

the process of using words to send a message

Question 13

listening

Answer 13

the act of hearing attentively

Question 14

active listening

Answer 14

when a receiver provides a sender full attention without distraction

Question 15

passive listening

Answer 15

the receiver is selectively hearing parts of a message

Question 16

non-listening mode

Answer 16

when a receiver fails to make any effort to hear or understand the sender’s message

Question 17

proxemics

Answer 17

the study of distance between individuals

Question 18

written communication

Answer 18

a form of business communication that is printed, handwritten, or sent electronically

Question 19

business letter

Answer 19

a formal written for of communication used when a message is being sent to an individual outside of an organization

Question 20

letterhead

Answer 20

quality paper that has the company logo, mailing address, and telephone numbers imprinted on it

Question 21

business memos

Answer 21

written communication sent within an organization

Question 22

documentation

Answer 22

a formal record of events or activities

Question 23

slang

Answer 23

an informal language used among a particular group