Modules 1 and 2: Effective Communication/Effective Listening

Question 1

Define effective communication

Answer 1

Effective communication is the transfer of information from one person to another ( or group) in a form that can be easily understood and acted upon

Question 2

when does effective communication occur

Answer 2

effective communication only occurs when the message is understood and when the sender receives the feedback he wants

Question 3

Define communication

Answer 3

communication is the process transmitting information from one person to another to create a shared understanding

Question 4

The communication process consists of 6 stages and involves two participant groups
LIST THESE

Answer 4

The two participant groups are sender and receiver
The six stages are
IDEA
MESSAGE ENCODED
MEDIUM SELECTION
MESSAGE DECODED
MESSAGE INTERPETED
FEEDBACK

Question 5

Define the idea stage

Answer 5

sender realizes the need to communicate something and therefore asks him self questions such as what do i wish to achieve to whom am i communicating
what do i want to say

Question 6

define the encoding stage

Answer 6

the conversion of thoughts/ideas/facts into a message of symbols pictures or words

Question 7

when dealing with encoding the 6 language of communication are

Answer 7

The written word
The spoken word
Picture
Numbers
Visual/Pictorial Communication
Non-VERBAL

Question 8

Examples of NV communication

Answer 8

Facial Expression
Gesture and posture
Vocal characteristics
Personal Appearance
Touch
Time and space

Question 9

Examples of Vocal Characteristics

Answer 9

tone stress volume pace

Question 10

Examples of Personal appearance

Answer 10

grooming attire ie clothing and accessories

Question 11

Purpose of touch in NV

Answer 11

convey warmth assurance and comfort

Question 12

Definition of Non Verbal Communication

Answer 12

the process of sending or receiving information intentionally/unintentionally without using written/spoken language

Question 13

Example of Visual/Pictorial Communication

Answer 13

charts
graphs
diagrams
films/photographs

Question 14

Define the medium selection stage

Answer 14

the channel used to send the receiver the message

Question 15

Examples the medium selection and what the communication language they entail

Answer 15

poken word routed via face-to-face contact or telephone, loudspeaker, intercom
written word sent via email, postal service, fax magazine
Number communication via graphs charts diagram

Question 16

Define the message decoded stage video definition

Answer 16

interpretation/translation of the senders message back into something/thoughts/facts/ideas that is understood by the receiver(hopefully what the sender intended)
ie the conversion of communication into thoughts

Question 17

When does decoding occur

Answer 17

when the receiver sees/reads/hears the message

Question 18

Define the message decoded stage MISS definition

Answer 18

Decoding occurs when meaning is assigned to the message through reading, listening, observing according to the communication language of the message

Question 19

Define the message interpreted stage

Answer 19

checking for underlying meanings: what is implied

Question 20

Define the feedback stage

Answer 20

it the check on the success of the communication process since the receiver sends a new message back to the original sender and assesses it to see if the receiver received/interpreted the message as intended

Question 21

Forms of Feedback

Answer 21

Repeating/Paraphrasing the message
Asking for clarification
Asking if your point of view is correct

Question 22

Define Noise
miss definition

Answer 22

noise is anything that disrupts the communication process particularly at the encoding or decoding stages

Question 23

Define noise
Video definition

Answer 23

noise is anything that blocks, distorts, or changes the message the send in any way

Question 24

What are the 4 different types of noise

Answer 24

Physical
Mental/psychological noise
Semantic noise
Physiological noise

Question 25

Physical noise

Answer 25

any external or environmental stimulus that distracts us from receiving the intended message sent by a communicator

Question 26

physical noise examples

Answer 26

loud noisy machine people chatting phones ringing

Question 27

Semantic noise definition

Answer 27

any words or phrases that might cause distraction

Question 28

Examples of Semantic noise

Answer 28

racial slurs criticisms

Question 29

Physiological noise definition

Answer 29

when something internal in the message receiver's body is interfering with their interpretation of the message

Question 30

Physiological noise examples

Answer 30

hunger fatigue pain disabilities

Question 31

Mental/psychological noise definition

Answer 31

the noise in your head that can prevent you from concentrating

Question 32

Mental/psychological noise example

Answer 32

prejudice, emotional distractions, poor attitude

Question 33

What are the 7 main barriers to communication

Answer 33

External; Language Physical Environmental Competition Internal: Emotional Gender Perceptional

Question 34

Define emotional barriers

Answer 34

the excessive fear of what others think of us that stunts our development as effective communicators and inhibits us from forming meaningful relationships

Question 35

Explain how gender is a barrier

Answer 35

men tend use their left brain thinking most of the time ie talk in a linear, logical and compartmentalized way whilst women tend to use both left and right brain thinking ie talk more freely mixing both logic and emotion

Question 36

Explain how Perception is a barrier

Answer 36

we all view the world in a different ways, therefore we can we something someone conveys in our own mindset and not theirs which cause difficulty hence why we need shared understanding

Question 37

Explain how language is a barrier

Answer 37

we can use language that describes what we want to say in our terms which causes a barrier when another is not familiar to these terms and expressions

Question 38

Explain how physical barrier works

Answer 38

physical distance between communicators sometime hinders communication

Question 39

Explain how Competition is a barrier

Answer 39

noise participants in the communication process doing other things whilst listening

Question 40

Explain how is the environment a barrier

Answer 40

Adverse weather conditions; Distractions (people, traffic) Scents: pungent smells; strong perfume; body odor etc.

Question 41

Define active listening

Answer 41

Active listening is fully concentrating on what is being said rather than just passively 'hearing' the message of the speaker.

Question 42

what does active listening involve

Answer 42

Active listening involves listening with all senses

Question 43

What re the five stages of listening

Answer 43

receiving understanding remembering evaluating reponse