Copy of ESP Ch 08 - Sheet1 Flashcards
ffective Supervisory Practices
studies show that __% or more of the supervisors day is spent in some form of verbal communication.
80%
ffective Supervisory Practices
six components of communications
sender, message, medium, receiver, feedback, noise
ffective Supervisory Practices
two types of communication
two-way and one-way
ffective Supervisory Practices
We communicate meaning through _______.
symbols
ffective Supervisory Practices
________ includes tone of voice, pitch, emphasis, speed, loudness, and pauses.
paralanguage
ffective Supervisory Practices
_________ involves position or movement of the body.
body language
ffective Supervisory Practices
Effective supervisors are as aware of ___ they are communicating as of ____ they are communicating
how, what
ffective Supervisory Practices
Effective supervisors are conscious of how they use ____ _____ and respect their employees _____ ______.
personal space
ffective Supervisory Practices
________ is nonverbal communication that includes clothing, poise, typical demeanor, and typical speaking volume.
personal style
ffective Supervisory Practices
Barriers to communication that originate with the sender:
unclear goal, message not adapted to receiver, language that ends reception
ffective Supervisory Practices
Berriers to communication that arise in the feedback loop.
sender doesnt ask for, sender fails to clarify due to feedback, sender misinterprets
ffective Supervisory Practices
barriers to communication that originate with the receiver
missed or misinterpreted parts of message
ffective Supervisory Practices
Either party in a two-way exchange can try to improve communication by asking for _____.
feedback
ffective Supervisory Practices
Guidelines for sender (7)
think of reciever, know objective, consider surroundings, review message, use understandable language, ask for feedback, do not react defensively
ffective Supervisory Practices
______ the receivers response to a message
feedback
ffective Supervisory Practices
guidelines for giving performance feedback (9)
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
ffective Supervisory Practices
a good way to counteract resistance to feedback is by…
…asking your employees to give you feedback as well on your own performance
ffective Supervisory Practices
guidelines for asking for feedback (3)
be ready to receive, feelings are real, express appreciation
ffective Supervisory Practices
_____ is a key component of effective communications
listening
ffective Supervisory Practices
average rate of speech for most Americans is ____ wpm.
- we think faster.
ffective Supervisory Practices
Our ability to process information more quickly than we talk often…(3)
skip important points, interrupt, make assumptions
ffective Supervisory Practices
As a supervisor you can communicate that you are actively listening in several ways (5)
face speaker, use facial expressions & [I see], patience, avoid interrupting, listen for feelings
ffective Supervisory Practices
____ is an integral part of the communications process.
feedback
ffective Supervisory Practices
guidelines for active listening (4)
listen without judging, identify feelings, paraphrase, ask open-ended questions
ffective Supervisory Practices
Advantages of email (3)
many employees at once, reiterate prior messages, record of conversation
ffective Supervisory Practices
guidelines for email (5)
reread before send, ask for feedback, avoid overload, no joking, avoid [reply all]
ffective Supervisory Practices
differences in the workplace have wide-reaching effects on three levels:
organizational, group/team, individual
ffective Supervisory Practices
advantages of diversity
avoid groupthing, increase flexibility
ffective Supervisory Practices
it is/isnt usually acceptable to acknowledge differences in age or gender
isnt
ffective Supervisory Practices
baby boomers born
1946-1964
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Gen X born
1965-1977
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Gen Y born
1978-1997
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behavior ultimately stems from ____ ____ and cannot be predicted or categorized on the basis of generalizations
individual preferences
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_______ 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
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
ffective Supervisory Practices
Effective communication depends on…
…active listening and on giving and receiving feedback
