Communication

Question 1

Define communication

Answer 1

The process by which information is exchanged between a sender and a receiver

Question 2

What is the simplest form of communication?

Answer 2

One-on-one communication between two people

Question 3

Why is good communication important in organizations?

Answer 3

Because of the importance of reputation and relationships with customers and shareholders, as well as maintain good employee relationships and set precedents and expectations to the employees

Question 4

When does effective communication occur?

Answer 4

When:

1. The right person
2. Receives the right information
3. At the right time

Question 5

Define noise in terms of communication

Answer 5

Anything that can disrupt communication

Question 6

What are three forms of noise in communication?

Answer 6

1. Mode of communication
2. Now vs. later
3. Idea –> message

Question 7

Explain how the mode of communication can be noise. Give an example

Answer 7

Can affect how we interpret the message - body language and tone can play a big part (eg. face-to-face vs. on the phone, email vs. letter)

Question 8

Explain how a message arriving now vs. later can be noise. Give an example

Answer 8

The message can mean different things at different times and can convey different motives (eg. giving someone a raise after they threaten to quit)

Question 9

Explain how an idea converting into a message can be noise. Give an example

Answer 9

The way the idea is communicated can affect its meaning; how well the words match up to the idea, whether the words match the body language, and whether the words match the tone

Question 10

What are some forms of miscommunication?

Answer 10

1. Mixed messages

2. Saying it wrong

Question 11

Explain how mixed messages can result in miscommunication

Answer 11

When there are incorrect words, the words don’t match the body language, or the tone doesn’t match the meaning, the message can contradict the meaning

Question 12

Explain how saying it wrong can result in miscommunication

Answer 12

When jargon, slang, or imprecise language is used, there is lots of room for misinterpretation (especially between cultures)

Question 13

What is the importance of using precise language?

Answer 13

It reduces ambiguity, which in turn reduces the impact of biases on the situation

Question 14

What are some of the impacts that memory has on communication? (i.e. based on topics we’ve already covered)

Answer 14

1. Primacy and recency effects
2. Things that stand out are easier to remember
3. Repetition
4. We might think we remember things because of meaning and context, but they never actually happened

Question 15

What are the four important things that we must do to reduce the negative results of depending on memory?

Answer 15

1. Complete written instructions
2. Repetition
3. Salience
4. Meaning

Question 16

What are the most common communication barriers?

Answer 16

1. Mum effect
2. Evaluation apprehension
3. Groupthink
4. Competition and conflict

Question 17

Explain how the mum effect is a communication barrier (i.e. define mum effect)

Answer 17

When people avoid negative messages, especially when personally responsible (not wanting to be associated with bad new)

Question 18

Explain how evaluation apprehension is a communication barrier

Answer 18

Withholding information because of fear of being judged by manager

Question 19

Explain how groupthink is a communication barrier

Answer 19

People are less likely to give up new information because they have a desire for conformity. The same ideas get repeated and reinforced

Question 20

Explain how competition and conflict is a communication barrier

Answer 20

Causes people to withhold information, keep secrets, and give false information in order to keep a competitive advantage

Question 21

How can you improve communication? (six)

Answer 21

1. Replacing “bosses” with coaching style
2. Open-door policies
3. More diversity
4. Cooperative vs. competitive culture

Question 22

What are two things that cause differences in communication?

Answer 22

1. Gender

2. Culture

Question 23

What is the main difference in communication between men and women?

Answer 23

Women are more concerned with making connections, while men are more concerned with establishing status

Question 24

What are some differences in communication between different cultures?

Answer 24

1. Language differences
2. Non verbal communication
3. Etiquette and politeness
4. Social conventions
5. Cultural context

Question 25

Explain some differences in non verbal communication between cultures

Answer 25

What is appropriate in different cultures will change; facial expressions (what they mean, what’s appropriate), looking in the eye

Question 26

Explain some differences in language communication between cultures

Answer 26

Even if they do share the same first language, each culture will have different mannerisms, jargon, body language, etc.

Question 27

Explain some differences in etiquette and politeness communication between cultures

Answer 27

Different cultures will treat touching, physical proximity, volume of speech, and lateness differently

Question 28

How can you overcome communication barriers?

Answer 28

1. Take time (and be clear about expectations)
2. Be accepting of the other person (acknowledge different perspectives)
3. Address the problem not the person
4. Say what you feel (be authentic)
5. Listen actively