Handout 8

Question 1

Effective communication is vital to determine the needs of customers through listening, asking, observing, and probing, while simultaneously being mindful of the details and the delivery of message to the customers.

Answer 1

Customer Focus.

Question 2

Effective communication is essential in establishing a workplace environment that promotes open and frank communication.

Answer 2

Total employee involvement and empowerment

Question 3

Effective communication is important in effective leadership since managers must communicate with employees about the organization’s goals and how accomplishing these goals will help employees accomplish their own personal goals.

Answer 3

Leadership

Question 4

Effective communication is significant in forming effective teams since team members must continually communicate team goals among themselves, with managers and other teams

Answer 4

Teamwork

Question 5

it is a two-way process wherein the message in the form of ideas, thoughts, feelings, opinions is transmitted between two (2) or more persons with the intent of creating a shared understanding.

Answer 5

Communication

Question 6

It refers to the originator or source of the message.

Answer 6

Sender

Question 7

It is the person or group for whom the message is intended.

Answer 7

Receiver

Question 8

It refers to the information, idea, feeling, or intent that is to be conveyed, understood, accepted, and acted on.

Answer 8

Message

Question 9

It is the vehicle used to convey the message

Answer 9

Medium

Question 10

– it includes face-to-face conversations, telephone conversations, speeches, public address announcements, press conferences, and other approaches for conveying the spoken word.

Answer 10

Verbal category

Question 11

it includes gestures, facial expressions, and body language.

Answer 11

Nonverbal category

Question 12

it includes letters, memorandums, billboards, bulletin boards, manuals, books, and any other method of conveying the written word.

Answer 12

Written category

Question 13

it includes the transmission of digital data as well as any other form of electronic transmission that can be converted into a message understood by humans.

Answer 13

Electronic category

Question 14

It can cause problems in communication because people have different backgrounds, levels of education, and cultures

Answer 14

Differences in meaning

Question 15

It can cause problems in communication when receivers do not trust senders because they may be overly sensitive and guarded.

Answer 15

Lack of Trust

Question 16

It can cause problems in communication when either the sender or the receiver makes premature judgement.

Answer 16

Premature judgments

Question 17

It can cause problems in communication when a simple background noise or complex atmospheric interference with satellite communications distorts or completely blocks out the message.

Answer 17

Interference

Question 18

It can cause problems in communication when the sender does not listen to the receiver and vice versa.

Answer 18

Poor listening skills.

Question 19

Managers must recognize the need for the employees to have good interpersonal skills.

Answer 19

Recognition of the need

Question 20

Managers must carefully screen new employees to determine whether they have interpersonal skills such as listening, patience, empathy, open-mindedness, friendliness, ability to get along in a diverse workplace, and also to be positive agents in helping other employees get along with each other

Answer 20

Careful selection.

Question 21

Managers must initiate skills development for the employees to acquire interpersonal skills to listen better, empathize with different types of people, and facilitate positive interaction among fellow employees.

Answer 21

Training

Question 22

Managers must consider interpersonal skills to be measured as part of the normal performance-appraisal process in order to recognize and reward employees with good interpersonal skills.

Answer 22

Measurement and reward

Question 23

These traits describe the extent to which an introvert is more likely to be silent while an extrovert is more likely to be a conversationalist

Answer 23

Introversion versus extroversion

Question 24

These traits describe the extent to which a neurotic individual tends to feel more negative emotions such as sadness, anger, and resentment while an emotionally stable individual tends to have a more realistic perspective.

Answer 24

Neuroticism versus emotional stability

Question 25

These traits describe the extent to which an “open” individual is capable of creative thinking while a traditional individual tends to be predictable and conforming to customs.

Answer 25

Open to experience versus traditional individual