Copy of ESP Ch 08 - Sheet1 Flashcards

1
Q

ffective Supervisory Practices

studies show that __% or more of the supervisors day is spent in some form of verbal communication.

A

80%

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

ffective Supervisory Practices

six components of communications

A

sender, message, medium, receiver, feedback, noise

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

ffective Supervisory Practices

two types of communication

A

two-way and one-way

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

ffective Supervisory Practices

We communicate meaning through _______.

A

symbols

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

ffective Supervisory Practices

________ includes tone of voice, pitch, emphasis, speed, loudness, and pauses.

A

paralanguage

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

ffective Supervisory Practices

_________ involves position or movement of the body.

A

body language

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

ffective Supervisory Practices

Effective supervisors are as aware of ___ they are communicating as of ____ they are communicating

A

how, what

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

ffective Supervisory Practices

Effective supervisors are conscious of how they use ____ _____ and respect their employees _____ ______.

A

personal space

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

ffective Supervisory Practices

________ is nonverbal communication that includes clothing, poise, typical demeanor, and typical speaking volume.

A

personal style

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

ffective Supervisory Practices

Barriers to communication that originate with the sender:

A

unclear goal, message not adapted to receiver, language that ends reception

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

ffective Supervisory Practices

Berriers to communication that arise in the feedback loop.

A

sender doesnt ask for, sender fails to clarify due to feedback, sender misinterprets

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

ffective Supervisory Practices

barriers to communication that originate with the receiver

A

missed or misinterpreted parts of message

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

ffective Supervisory Practices

Either party in a two-way exchange can try to improve communication by asking for _____.

A

feedback

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

ffective Supervisory Practices

Guidelines for sender (7)

A

think of reciever, know objective, consider surroundings, review message, use understandable language, ask for feedback, do not react defensively

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

ffective Supervisory Practices

______ the receivers response to a message

A

feedback

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

ffective Supervisory Practices

guidelines for giving performance feedback (9)

A

examine motives, consider rcvrs readiness, give promptly, descriptive not evaluative, specific not general, offer not impose, avoid overload, avoid triggers, not providing feedback is a message

17
Q

ffective Supervisory Practices

a good way to counteract resistance to feedback is by…

A

…asking your employees to give you feedback as well on your own performance

18
Q

ffective Supervisory Practices

guidelines for asking for feedback (3)

A

be ready to receive, feelings are real, express appreciation

19
Q

ffective Supervisory Practices

_____ is a key component of effective communications

20
Q

ffective Supervisory Practices

average rate of speech for most Americans is ____ wpm.

A
  1. we think faster.
21
Q

ffective Supervisory Practices

Our ability to process information more quickly than we talk often…(3)

A

skip important points, interrupt, make assumptions

22
Q

ffective Supervisory Practices

As a supervisor you can communicate that you are actively listening in several ways (5)

A

face speaker, use facial expressions & [I see], patience, avoid interrupting, listen for feelings

23
Q

ffective Supervisory Practices

____ is an integral part of the communications process.

24
Q

ffective Supervisory Practices

guidelines for active listening (4)

A

listen without judging, identify feelings, paraphrase, ask open-ended questions

25
# ffective Supervisory Practices Advantages of email (3)
many employees at once, reiterate prior messages, record of conversation
26
# ffective Supervisory Practices guidelines for email (5)
reread before send, ask for feedback, avoid overload, no joking, avoid [reply all]
27
# ffective Supervisory Practices differences in the workplace have wide-reaching effects on three levels:
organizational, group/team, individual
28
# ffective Supervisory Practices advantages of diversity
avoid groupthing, increase flexibility
29
# ffective Supervisory Practices it is/isnt usually acceptable to acknowledge differences in age or gender
isnt
30
# ffective Supervisory Practices baby boomers born
1946-1964
31
# ffective Supervisory Practices Gen X born
1965-1977
32
# ffective Supervisory Practices Gen Y born
1978-1997
33
# ffective Supervisory Practices behavior ultimately stems from ____ ____ and cannot be predicted or categorized on the basis of generalizations
individual preferences
34
# ffective Supervisory Practices _______ is the act of mentally placing individuals into various groups and interpreting their behavior based on what you think you know about those groups.
stereotyping
35
# ffective Supervisory Practices when working with a diverse group of employees, the supervisor should: (5)
use clear language - no slang; be alert for nonverbal messages; accept different perspectives as valid; be aware of organizational culture; treat all employees with respect
36
# ffective Supervisory Practices Effective communication depends on...
...active listening and on giving and receiving feedback