Effective Communication

Question 1

Communication Transaction

Answer 1

• Relationship is formed each time
• Can result in positive or negative feelings
• Feelings remain present in future communications to work to establish good rapport

Question 2

Open Door Policy

Answer 2

• Encourage open communication and create a culture that promotes the free exchange of ideas
• Employees should know their honesty is valued

Question 3

Three Vs

Answer 3

Three elements of face-to-face communication

• Verbal - words
• Voice - tone
• Visual - body language

Question 4

Verbal Communication

Answer 4

• Warmth and genuineness perceived as positive by receiver
• Hesitance, tension, and rapid speech and perceived as negative
• Avoid interrupters
• Consider the way words are delivered along with their content

Question 5

Nonverbal Communication

Answer 5

• Includes body language, facial expressions, and appearance
• May account for more than 90% of the way messages are received
• Interpreting language is imprecise but could give clues

Question 6

Aspects of Body Language

Answer 6

• Posture
• Distance between parties
• Facial expressions
• Hand movements
• Sitting position
• Eye movement and contact

Question 7

Aspects of RCC in Communication

Answer 7

• Create Rapport
• Elicit list of Concerns
• Negotiate an Agenda
• Open the Conversation
• Explore Perspectives and Name Emotions
• Respond with Empathy
• Share information/understanding: ART
• Clarify Next Steps

Question 8

Barriers to Communication

Answer 8

• Physical barriers
• Status differentials
• Time constraints
• Word choices
• Cultural and gender-related differences

Question 9

Status Differential Barriers

Answer 9

• Communication can differ based on direction of message
• Includes downward and upward communication
• Can impede effective communication when those with less status are discouraged or those with more status aren’t open
• Minimize by creating an environment in which all employees are free to ask questions and opinions are solicited regardless of status

Question 10

Downward Communication

Answer 10

• Supervisor sends message to employee

- Tends to command or instruct

Question 11

Upward Communication

Answer 11

• Employee sends message to supervisor

- Tends to inform

Question 12

Semantic Barriers

Answer 12

• Occur when people assign different meanings to words
• Words with ambiguous or vague meanings should be avoided
• Jargon should be avoided

Question 13

Factors Leading to World Disagreement

Answer 13

• Abbreviations
• Age
• Connotation
• Context
• Culture/subculture
• Experience
• Gender
• Geographic origin
• National origin
• Occupation
• Slang
• Type or level of education

Question 14

Cultural Barriers

Answer 14

• Need to effectively communicate with people of varied backgrounds and experiences
• Sensitivity to varied traditions is critical to communication
• Appreciating cultural differences also supports effective management by making sure employees feel respected and included

Question 15

Gender-Related Barriers

Answer 15

• Women and men often differ in speaking characteristics and conversational rituals
• Women more likely to be indirect

Question 16

Communication Approaches

Answer 16

-Active Listening
-Demonstrating Authenticity
-Active and Passive voice
Delivering Bad News

Question 17

Active Listening

Answer 17

• Defined as the act of hearing with thoughtful attention

- Difficult since people can understand more than they can speak and leaves gaps for the mind to wander

Question 18

4 Ss

Answer 18

• Speaker
• Setting
• Style
• Subject

Question 19

Active Listening + Manager

Answer 19

• Learn from what they hear
• Employees appreciate being heard and may share more in the future
• Results in increased cooperation, greater productivity, and better morale

Question 20

Improve listening by…

Answer 20

• Remove barriers
• Focus on conversation
• Stop talking and do not interrupt
• Discontinue all other tasks and look directly at the other party
• Listen for the message
• Provide a response/feedback

Question 21

Techniques to Show Listening

Answer 21

• Let the employee know you hear the message in both emotion and content
• Probe or ask questions to clarify information
• Advise or provide comments
• Paraphrase to describe what person is saying
• Provide empathetic response
• Use nonverbal communication

Question 22

Demonstrating Authenticity

Answer 22

• Managers should ensure communications express clear, believable messages
• Important to listening process
• Managers should receive honest information in a timely manner and let employees know that they want honest assessments of problems

Question 23

Mistakes that Threaten Authenticity

Answer 23

• Hesitancy or distrust in words used to deliver message or characteristics of voice
• Making potentially unpopular announcement without laying groundwork
• Telling well-intentioned lies or partial truths
• Overlooking the effect of power on relationships

Question 24

Active Voice

Answer 24

• Subject is performing action
• “Everyone must read the policy”
• Use when action is required
• Appropriate for letters, proposals, policies, procedures, and other correspondence

Question 25

Passive Voice

Answer 25

• When subject is acted upon
• “The policy should be read by everyone”
• Better option when you do not want to assign blame, directly state who did something, communicate bad news

Question 26

Delivering Bad News

Answer 26

• Be assertive and clear with the message
• Show empathy
• Explain the rationale behind it for better acceptance of news and to be perceived as open, informative, and honest

Question 27

Medium

Answer 27

• Channel through which messages pass
• Each approach has communication challenges
• EX: Email, written reports, memos

Question 28

Meetings

Answer 28

Appropriate when delivering a message that may elicit a strong reaction or when discussion is needed

Question 29

Meeting are beneficial when…

Answer 29

• Trying to solicit ideas and solutions
• Complex problems need solving
• New policies/procedures need to be explained
• Technical/complex information must be conveyed

Question 30

Meetings + Managers

Answer 30

• Only hold when necessary
• Start and end meetings on time
• Encourage appropriate discussion
• Prepare an agenda
• Determine time limits for agenda items
• Establish a protocol for action items

Question 31

Holding Effective Meetings

Answer 31

• Determine its necessity
• Determine its purpose
• Determine invitees
• Prepare an agenda
• Select a time and place
• Start and end on time
• Take meeting minutes
• Create a culture of respect/openess
• If new issues are raised, consider a future meeting to address it
• Assign responsibilities for follow-ups with specific time frames

Question 32

Email

Answer 32

• Same guidelines for memos
• Organization policies usually guide use of workplace email
• Appropriate for one-way dissemination of easy to understand messages
• Caution when using email to communicate complex concepts, bad news, or emotionally charged material

Question 33

Email Guidelines

Answer 33

• Provide a subject line that alerts or gives purpose
• Keep email limited to one topic and concise
• Explain the reason for sending email in first paragraph
• Professional tone
• Please and Thank you
• NO ALL CAPITAL LETTERS
• Only include essential attachments
• Use bullets, lists, headings, and ample white space for easy reading
• Avoid copying others unless necessary
• Do not forward messages without permission
• Include comprehensive contact information in signature line

Question 34

Angry/Upset Employees

Answer 34

• Listen well so that they feel heard
• Provide empathetic response
• Recognize the problem or issue
• Respond to problems and emotions, work together to develop solution
• After agreeing on source of action, ask employee if solution has resolved their concerns