Communication

Question 1

What can be defined as all interactions between one or more message senders and on or more message receivers intended to develop mutual understanding?

Answer 1

communication

Question 2

What are the 3 ways in which we can communicate?

Answer 2

• verbal
• nonverbal
• emotional

Question 3

What can be used to add meaning to our verbal communication?

Answer 3

voice modulations

Question 4

What are 7 types of voice modulations?

Answer 4

• articulation
• intensity
• pitch
• range
• rhythm
• tempo
• variations superimposed on the chosen words

Question 5

What are the 5 ways listeners deal with verbal input?

Answer 5

• ignore the message
• pretend to listen
• selective listening
• attentive listening
• empathetic listening

Question 6

What is the highest level of listening?

Answer 6

empathetic listening: making a sincere personal commitment to fully understand the speaker’s frame of reference by attending to all aspects of their communication, before responding.

Question 7

At a minimum what type of listening must we attain?

Answer 7

attentive in which we attempt to grasp the sender’s meaning most of the time and respond meaningfully.

Question 8

______ communication is comprised of movements, postures, gestures such as head nodding, facial expressions that reflect the feelings of the communication receiver, eye contact, and place of focus, touch, smell, space, distance, timing, and silence.

Answer 8

Nonverbal

Question 9

What are the 4 zones of social distance?

Answer 9

• Public zone
• Social zone
• Personal zone
• Intimate zone

Question 10

Distance between people per zone:

Public zone > __ feet
Social zone = __-__ feet
Personal zone = __-__ feet
Intimate zone

Answer 10

> 12

4-12

1.5-4

Question 11

What is the benefit of communicating within the public zone?

Answer 11

Degree of safety is felt as there is sufficient time and distance to react to any perceived threat and take appropriate action

Question 12

What is the benefit of communicating within the social zone?

Answer 12

Distance allows for verbal communication but others are still at a safe distance.

Question 13

What is the benefit of communicating within the personal zone?

Answer 13

conversation is more direct

Question 14

What is the benefit of communicating within the intimate zone?

Answer 14

eye contact is easy

Question 15

Describe Malcom Gladwell’s theory on blink reactions

Answer 15

In low stress situations or in situations where our biases about race, gender, and sexual attraction can be eliminated we make very good decisions based on snap judgments especially if it is in an area of our expertise

Question 16

What can be defined as the ability to accurately appraise the readiness or resistance of followers to act on information?

Answer 16

Perceptiveness

Question 17

Emotional _____/_____ is a construct believed by some to be involved in social perceptiveness.

Answer 17

intelligence/quotient

Question 18

Emotional quotient is a combination of personality characteristics and cognitive abilities that facilitate what 4 things?

Answer 18

1. Emotional self-awareness
2. Control over emotions and emotional tendencies
3. Social Awareness
4. Relationship management skills

Question 19

What are 3 directions in which communication can go?

Answer 19

• downward
• upward
• lateral

Question 20

Describe downward communication

Answer 20

facilitated largely through management’s control of most of the means of communication

Question 21

Describe upward communication

Answer 21

Communication occurs from subordinates to a superior

Question 22

What is upward communication dependent upon?

Answer 22

the leader’s ability to listen

Question 23

What are 3 suggestions for communicating upward?

Answer 23

• be selective in what you communicate
• prepare your communication by analyzing the problem, assessing its implications, preparing a few alternative solutions, and identifying your recommendation
• structure the communication to meet the time constraints of your superior

Question 24

Describe lateral communication

Answer 24

Between 2 people at the same organizational level

Question 25

Before meeting what are 5 things that must be analyzed?

Answer 25

• Required level of confidentiality
• Who needs to be there?
• What potential reactions may be?
• How much time is needed?
• Desired outcome

Question 26

Describe how much effort is needed to change 9 work variables from easiest to harder

Answer 26

• job skills
• organization and time
• management
• management of work
• knowledge
• attitudes
• habits
• traits
• personality characteristics

Question 27

What enhances the likelihood of achieving substantive understandings?

Answer 27

Trust between parties

Question 28

What can be defined as a bidirectional means of developing and maintaining social connections?

Answer 28

networking

Question 29

What are 7 crucial conversation techniques for success?

Answer 29

1. Focus on what you really want not the argument
2. Learn to look for signs of yourself/others moving towards silence or violence
3. Make the conversation safe with mutual purpose and respect
4. Master my stories: Question if your absolute certainty is from hard fact or invented stories
5. State my path (share, tell, ask, talk, encourage)
6. Explore others path: A, B, C’s (ask, build, compare)
7. Move to action: how we decide, move forward, and follow up

Question 30

When an individual feels as though a conversation is unsafe they move towards one of 2 things, what are they?

Answer 30

Silence or Violence

Question 31

“CRIB” for mutual purpose. What does this mean?

Answer 31

Commit to mutual purpose
Recognize
Invent mutual purpose
Brainstorm new strategies