Copy of ESP Ch 08 - Sheet1

Question 1

ffective Supervisory Practices

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

Answer 1

80%

Question 2

ffective Supervisory Practices

six components of communications

Answer 2

sender, message, medium, receiver, feedback, noise

Question 3

ffective Supervisory Practices

two types of communication

Answer 3

two-way and one-way

Question 4

ffective Supervisory Practices

We communicate meaning through _______.

Answer 4

symbols

Question 5

ffective Supervisory Practices

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

Answer 5

paralanguage

Question 6

ffective Supervisory Practices

_________ involves position or movement of the body.

Answer 6

body language

Question 7

ffective Supervisory Practices

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

Answer 7

how, what

Question 8

ffective Supervisory Practices

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

Answer 8

personal space

Question 9

ffective Supervisory Practices

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

Answer 9

personal style

Question 10

ffective Supervisory Practices

Barriers to communication that originate with the sender:

Answer 10

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

Question 11

ffective Supervisory Practices

Berriers to communication that arise in the feedback loop.

Answer 11

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

Question 12

ffective Supervisory Practices

barriers to communication that originate with the receiver

Answer 12

missed or misinterpreted parts of message

Question 13

ffective Supervisory Practices

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

Answer 13

feedback

Question 14

ffective Supervisory Practices

Guidelines for sender (7)

Answer 14

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

Question 15

ffective Supervisory Practices

______ the receivers response to a message

Answer 15

feedback

Question 16

ffective Supervisory Practices

guidelines for giving performance feedback (9)

Answer 16

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

Question 17

ffective Supervisory Practices

a good way to counteract resistance to feedback is by…

Answer 17

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

Question 18

ffective Supervisory Practices

guidelines for asking for feedback (3)

Answer 18

be ready to receive, feelings are real, express appreciation

Question 19

ffective Supervisory Practices

_____ is a key component of effective communications

Answer 19

listening

Question 20

ffective Supervisory Practices

average rate of speech for most Americans is ____ wpm.

Answer 20

125. we think faster.

Question 21

ffective Supervisory Practices

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

Answer 21

skip important points, interrupt, make assumptions

Question 22

ffective Supervisory Practices

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

Answer 22

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

Question 23

ffective Supervisory Practices

____ is an integral part of the communications process.

Answer 23

feedback

Question 24

ffective Supervisory Practices

guidelines for active listening (4)

Answer 24

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

Question 25

ffective Supervisory Practices

Advantages of email (3)

Answer 25

many employees at once, reiterate prior messages, record of conversation

Question 26

ffective Supervisory Practices

guidelines for email (5)

Answer 26

reread before send, ask for feedback, avoid overload, no joking, avoid [reply all]

Question 27

ffective Supervisory Practices

differences in the workplace have wide-reaching effects on three levels:

Answer 27

organizational, group/team, individual

Question 28

ffective Supervisory Practices

advantages of diversity

Answer 28

avoid groupthing, increase flexibility

Question 29

ffective Supervisory Practices

it is/isnt usually acceptable to acknowledge differences in age or gender

Answer 29

isnt

Question 30

ffective Supervisory Practices

baby boomers born

Answer 30

1946-1964

Question 31

ffective Supervisory Practices

Gen X born

Answer 31

1965-1977

Question 32

ffective Supervisory Practices

Gen Y born

Answer 32

1978-1997

Question 33

ffective Supervisory Practices

behavior ultimately stems from ____ ____ and cannot be predicted or categorized on the basis of generalizations

Answer 33

individual preferences

Question 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.

Answer 34

stereotyping

Question 35

ffective Supervisory Practices

when working with a diverse group of employees, the supervisor should: (5)

Answer 35

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

Question 36

ffective Supervisory Practices

Effective communication depends on…

Answer 36

…active listening and on giving and receiving feedback