Chpt 9

Question 1

Communication

Answer 1

is the process of a sender transmitting a message to a receiver with the purpose of creating mutual understanding.

Question 2

Formal communication

Answer 2

occurs through the formal (official) lines of authority. This includes communication within your immediate department, division, or throughout the company.

Question 3

Informal communication

Answer 3

occurs among individuals without regard to the formal lines of authority.

Question 4

The grapevine

Answer 4

is an informal network where employees discuss work-place issues of importance.

Question 5

Gossip

Answer 5

is personal information about individuals that is hurtful and inappropriate.

Question 6

sender,

Answer 6

the individual conveying a message.

Question 7

called encoding.

Answer 7

Identifying the specific message and how it will be sent is

Question 8

receiver

Answer 8

is an individual that receives and decodes a message.

Question 9

. Decoding

Answer 9

is how the receiver interprets the message. The receiver then sends feedback to the sender.

Question 10

Feedback

Answer 10

is a response to a sender based on the receiver’s interpretation of the original message.

Question 11

Noise

Answer 11

is anything that interrupts or interferes with the communication process. The noise can be audible (you can actually hear it with your ears), or the noise can occur through other senses, such as visual, mental, touch, or smell. Noise may also include emotions such as hurt, anger, joy, sadness, or surprise.

Question 12

Verbal communication

Answer 12

is the process of using words to send a message.

Question 13

listening

Answer 13

Successful verbal communication involves listening, the act of hearing attentively.

Question 14

Active listening

Answer 14

is when the receiver provides full attention to the sender without distraction. An active listener will provide frequent positive feedback to the sender through non-verbal gestures such as nodding, eye contact, or other favorable body language.

Question 15

passive listening,

Answer 15

the receiver is selectively hearing parts of the message and is more focused on responding to what is being said instead of truly listening to the entire message being sent. Passive listening is sometimes called conversational listening.

Question 16

non-listening

Answer 16

When a receiver fails to make any effort to hear or understand the sender’s message, he or she is in non-listening mode and is allowing emotions, noise, or preconceptions to impede communication.

Question 17

Non-verbal communication

Answer 17

is what you communicate through body language.

Question 18

Proxemics

Answer 18

is the study of distance (space) between individuals and is also an important factor in body language. An individual’s personal space is about one-and-a-half feet around him or her. The appropriate social space is four feet from an individual.

Question 19

Written communication

Answer 19

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

Question 20

business letter

Answer 20

is a formal, written form of communication used when your message is being sent to an individual outside of your organization.

Question 21

letterhead

Answer 21

is quality paper that has the company logo and contact information imprinted on it.

Question 22

Business memos

Answer 22

(sometimes called interoffice memorandums) are used internally—that is, when the written communication is being sent to a receiver within an organization.

Question 23

Documentation

Answer 23

is a formal record of events or activities.

Question 24

Slang

Answer 24

is an informal language used among a particular group.