MIDTERMS : Communication

Question 1

Communication is enhanced when the manager _____ carefully and is _____ to others.

Answer 1

listens
sensitive

Question 2

Differences in Organizational Culture :

• ____, ____, and ____ within an organization shape behavior.

Answer 2

Customs, norms, and expectation

Question 3

Effects of Differences in Communication :

• Generational and cultural differences in communication

Answer 3

1. Traditionals tend to be more formal, using chain of command.
2. Baby boomers question more and use group problem solving.
3. Generation X want decisions made without extensive discussion.
4. Millennials (generation Y) often expect more immediate feedback to their messages.

Question 4

Working effectively with an _____ is important because this person directly influences personal success in a career and within the organization.

Answer 4

administrator

Question 5

What is effective listening

Answer 5

Being a good listener, however, involves more than just hearing words and watching body language.

Question 6

In communication, all participants are influenced by:

Answer 6

1. past experiences
2. present situation
3. contexts in which the interaction is occurring
4. goals in the current encounter
5. channel selected
6. noise
7. feedback
8. each person’s attitudes toward self, the topic, and each other.

Question 7

Effects of Differences in Communication :

• Gender differences in communication

Answer 7

Men tend to talk more, longer, and faster.

Women tend to be more descriptive, attentive, and perceptive, use tag questions, self disclose more, and elicit more input from others

Question 8

Collaboration is central to _____.

Answer 8

patient safety

Question 9

The communication process is ____ and ____

Answer 9

dynamic and irreversible

Question 10

The following are other common causes of unclear messages:

Answer 10

1. Using inadequate reasoning
2. Using strong, judgmental words
3. Speaking too quickly or too slowly
4. Using unfamiliar words
5. Spending too much time on details

Question 11

Examples of non-verbal communication

Answer 11

1. Head or facial agreement or disagreement
2. Eye contact
3. Tone
4. Volume
5. Inflection
6. Gestures of the shoulders, arms, hands, or finger
7. Body posture and position
8. Dress and appearance
9. Timing
10. Environment

Question 12

Directions of communication

Answer 12

1. Upward
2. Downward
3. Horizontal
4. Diagonal
5. Grapevine

Question 13

Channels with more to less information, or cues, are ranked here from more synchronous to less synchronous:

Answer 13

1. In person
2. By phone
3. Voice mail
4. Text
5. Email
6. Postal mail
7. Posting on social media websites, including blogs

Question 14

Channels of communication may be described on a ____ with synchronous and asynchronous channels as endpoints

Answer 14

continuum

Question 15

How to enhance your communication skills

Answer 15

1. Consider your relationship to the receiver
2. Craft your message, including your goal and how to answer responses.
3. Decide on the medium, based on your relationship, the content, and the setting.
4. Check your timing.
5. Deliver your message.
6. Attend to verbal or written responses.
7. Reply appropriately.
8. Conclude when both parties’ messages have been understood.
9. Evaluate the communication process.

Question 16

Process in which individuals employ symbols (both verbal and nonverbal) to establish and interpret meaning within their environment

Answer 16

Communication

Question 17

Messages become less clear when the recipient:

Answer 17

1. Is busy or distracted.
2. Bases understanding on previous unsatisfactory experience with the sender.
3. Has a biased perception of the meaning of the message or the messenger.

Question 18

Communication is a ____, ____, ____ process in which the participants simultaneously create shared meaning in an interaction

Answer 18

complex, ongoing, dynamic

Question 19

Differences in Organizational Culture :

• Violating the organization’s communication rules can result in ____.

Answer 19

repercussions

Question 20

Nonverbal communication may be more _____ than spoken words and can influence the meaning of the words.

Answer 20

powerful

Question 21

Leaders who engage in open, two-way communication are seen as ____.

Answer 21

informative

Question 22

Differences in Organizational Culture :

• ____ can be a source of job dissatisfaction.

Answer 22

Poor communication

Question 23

Managing upward is successful when ____ and ____ move in both directions.

Answer 23

power and influence

Question 24

Describe synchronous communication

Answer 24

Rapid feedback
multiple cues
natural language
personal focus

Question 25

How to take a problem with your supervisor

Answer 25

1. Go with a goal to problem-solve together.
2. Have some ideas about solving the problem.
3. Keep an open mind.
4. Find an appropriate time to discuss a problem.
5. Schedule an appointment if necessary.
6. State the problem succinctly.
7. Explain why it is interfering with work.
8. Listen to your supervisor’s response, and provide more information if needed.
9. If you agree on a solution, offer to do your part to solve it. If you cannot discover an agreeable solution, schedule a follow-up meeting or decide to gather more information.
10. Schedule a follow-up appointment, if appropriate.

Question 26

Keep the following principles in mind when dealing with patients and their families:

Answer 26

1. The patient and family are the principal customers of the organization.
2. Most individuals are unfamiliar with medical jargon.
3. Maintain privacy and identify a neutral location for dealing with difficult interactions.
4. Make special efforts to find interpreters if a patient or family does not speak English.
5. Recognize cultural differences in communicating with patients and their families

Question 27

Barriers to effective listening include:

Answer 27

1. Preconceived beliefs
2. Lack of self-confidence
3. Flagging energy
4. Defensiveness
5. Habit