Reading 5: Communication - The Vital Link Supervisory in Management

Question 0

NEED FOR EFFECTIVE COMMUNICATION

Effective communication means that there is a successful _______________, meaning, and understanding from a sender to a receiver

Answer 0

Transfer of information

Question 1

NEED FOR EFFECTIVE COMMUNICATION

Communication is a process of ___________________and __________________from one person to another.

Answer 1

Transmitting information and understanding

Question 2

NEED FOR EFFECTIVE COMMUNICATION

The ability to communicate effectively is a key to ____________. Communication is a process that links all managerial functions.

Answer 2

Supervisory success

Question 3

NEED FOR EFFECTIVE COMMUNICATION

Studies have indicated that supervisors generally spend between _____and _______percent of their time sending and receiving information.

Answer 3

70 and 90 percent of their time

Question 4

NEED FOR EFFECTIVE COMMUNICATION

A study called “messaging practices in the knowledge economy” was conducted in Canada, Germany, United Kingdom, and United States. The study revealed that an average office worker in Canada sends and receives _____ messages a day. ______percent of the Canadian workers surveyed reporting that they feel overwhelmed by the volume of messages exchanged daily.

Answer 4

169 Messages a day

28% of Canadian workers

Question 5

NEED FOR EFFECTIVE COMMUNICATION

The escalation of communication, especially via email, also raises important questions about ___________ and _____________. It appears that, while we are sending and receiving more messages than ever before, we may actually be communicating less effectively.

Answer 5

Privacy and ownership

Question 6

NEED FOR EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION REQUIRES A TWO WAY EXCHANGE

Communication always involves at least two people, a _________and a ___________.

Answer 6

Sender and a receiver

Question 7

NEED FOR EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION REQUIRES A TWO WAY EXCHANGE

Understanding is a personal matter between people. If the idea received has the same meaning as the one intended, then we can say that ______________has taken place. But if the idea received by a listener or reader is not the one intended, then _____________has not been accomplished.

Answer 7

Effective communication

Question 8

NEED FOR EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION MEANS BETTER SUPERVISION

A supervisors effectiveness would depend greatly on the ability to ________________ and ideas to employees.

Answer 8

Transfer information

Question 9

NEED FOR EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION MEANS BETTER SUPERVISION

Supervisors must know how to receive ______________and understand the messages sent by employees, other supervisors, and higher level managers.

Answer 9

Receive information

Question 10

CHANNELS OF THE COMMUNICATION NETWORK

And every organization the communication network as two primary and equally important channels: 1. _______________ and 2. ______________. Both channels carry messages from one person or group to another.

Answer 10

1. The formal, or official, channels of communication.

2. The informal channels, usually called the grapevine.

Question 11

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS

Formal communication channels are established primarily by the ____________.

Answer 11

Organizational structure

Question 12

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS

What are the 3 directions of formal communication that is essential for effective functioning of an organization.

Answer 12

1. Downward communication
2. Upward communication
3. Horizontal communication

Question 13

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - DOWNWARD COMMUNICATION

Downward formal channel of communication suggests that someone at the top issues instructions or disseminate information that managers at the next level in the hierarchy pass on to their subordinates, and so on down the line. The downward direction is the channel most frequently used by ______________for communication.

Answer 13

Higher level manager

Question 14

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - DOWNWARD COMMUNICATION

Downward communication is mostly of of an _____________ and ____________ nature and requires action on the part of the subordinates.

Answer 14

Informative and directive nature

Question 15

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - UPWARD COMMUNICATION

Upward communication usually is of an informing and ___________ nature, including questions, suggestions, and complaints.

Answer 15

Reporting nature

Question 16

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - UPWARD COMMUNICATION

Supervisors should encourage upward communication among _______________and give ample attention to the information transmitted.

The keyword is Probe: ask questions such as “how can we improve?” “what can we do better?” “what if……..?” “what will make it work?”

Answer 16

Employees

Question 17

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - UPWARD COMMUNICATION

A supervisors upward communication should be sent on time and in a form that will enable the manager to take necessary action. The supervisor should assemble and check the _________ before passing them on.

Answer 17

Facts

Question 18

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - UPWARD COMMUNICATION

Higher level managers depend on the __________ for reliable upward communication, just as the ____________depends on his or her employees for the overflow information.

Answer 18

Supervisor (for both blanks)

Question 19

CHANNELS OF THE COMMUNICATION NETWORK

FORMAL CHANNELS - HORIZONTAL COMMUNICATION

Horizontal communication is concerned mainly with communication between ____________or ______________at the same levels but in charge of different functions. A free flow of horizontal communication is needed to coordinate functions among various departments.

Answer 19

Departments or People

Question 20

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE GRAPEVINE

Informal communication channels, the ______________, are a normal outgrowth of informal and casual groupings of people on the job, of their social interactions, and of their understandable desire to communicate with one another.

Answer 20

The grapevine

Question 21

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE GRAPEVINE

The grapevine offers members of an organization an outlet for their imaginations and an opportunity to express their apprehensions in the form of rumors. True or false?

Answer 21

True

Question 22

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - UNDERSTANDING THE GRAPEVINE

The grapevine often carries factual information, but sometimes it carries half-truths, rumors, private interpretations, suspicions, and other bits of distorted inaccurate information. Research indicates that many ____________have more faith and confidence in the grapevine that and what their supervisors tell them.

Answer 22

Employees

Question 23

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - UNDERSTANDING THE GRAPEVINE

The grapevine sometimes helps clarify and supplement ______________, and it often spreads information that could not be disseminated as well or as rapidly through official channels.

Answer 23

Formal communication

Question 24

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE

In order to cope with the grapevine supervisors should tune in on the grapevine and learn what it is saying. They should determine who its ___________ are and who is likely to spread information.

Answer 24

Leaders

Question 25

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE

If a supervisor is realizing that a story is spreading and that it will lead to disappointment, the supervisor ought to move quickly to refute the story by presenting ____________.

Answer 25

The facts

The best cure for rumors is to expose the true facts to all employees and to give a straight answer to all questions whenever possible.

Question 26

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE

Other frequent causes of rumors is uncertainty and fear. True or false?

Answer 26

True

Question 27

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE

The best supervisory strategy for dispelling rumors is to state the facts _____________ and _____________.

Answer 27

Openly and honestly

Question 28

CHANNELS OF THE COMMUNICATION NETWORK

INFORMAL CHANNELS - THE SUPERVISOR AND THE GRAPEVINE

There are situations when the supervisor does not have the facts. In this situation a supervisor should seek out the appropriate _________________to explain what is bothering employees and to ask for specific instructions as to what information may be given, how much maybe told, and when.

Answer 28

Higher level manager

Question 29

BARRIERS TO EFFECTIVE COMMUNICATION

Human differences and organizational conditions can create obstacles that distort messages between people. These obstacles can referred to as ______________.

Answer 29

Noise.

Noise is obstacles that distort messages between people

Question 30

BARRIERS TO EFFECTIVE COMMUNICATION

LANGUAGE AND VOCABULARY DIFFERENCES

People very greatly in their ability to convey meaning that others understand. For example, an accounting department supervisor may you specialize words that may be meaningless when conversing with the plant manager. Similarly, the plant manager uses highly technical engineering terms when conversing with the accounting supervisor, the latter will probably be confused. This is the communication problem known as _____________, or the use of words that are peculiar to a person’s particular background or specialty.

Answer 30

Jargon

Jargon is words that are peculiar to an occupation or a specialty

Question 31

BARRIERS TO EFFECTIVE COMMUNICATION

LANGUAGE AND VOCABULARY DIFFERENCES

Another communication problem lies in the multiple meanings of words, known as ______________.d

Answer 31

Semantics

Semantics is the multiple meaning of words

The way some words are used in sentences can cause people to interpret messages in a manner other than the way that was intended.

Question 32

BARRIERS TO EFFECTIVE COMMUNICATION

STATUS AND POSITION

______________refers to the attitudes that are held toward a position and its occupant by the members of the organization. There is a recognized ____________ difference between an executive level and a supervisory level, and between supervisors and employees.

Answer 32

Status

Status is attitudes toward a person based on the position he or she occupies.

Question 33

BARRIERS TO EFFECTIVE COMMUNICATION

STATUS AND POSITION

When employees listen to a message from the supervisor, several other factors affect the effectiveness of the communication. Employees evaluate the supervisors in light of their own _____________and ________________.

Answer 33

Backgrounds and experiences

It is difficult for employees to separate a message from the feelings that they have about the supervisor that sends the message.

Question 34

BARRIERS TO EFFECTIVE COMMUNICATION

STATUS AND POSITION

Obstacles due to status and position also can distort the upward flow of communication when subordinates are anxious to impress management. Employees may screen information passed up the line; they may tell the supervisor only what they think the latter likes to hear and omit or soften the unpleasant details. This problem is known as _______________.

Answer 34

Filtering

Filtering is the process of omitting or softening unpleasant details.

Question 35

BARRIERS TO EFFECTIVE COMMUNICATION

RESISTANCE TO CHANGE OR NEW IDEAS.

It is normal for people to prefer that their environment not change. Consequently, a message that will change this equilibrium may be greeted with suspicion. The employees may screen out and reject new ideas if they conflict with a currently comfortable situation.

In the same fashion, most listeners are likely to receive only that portion of a message that confirms their present _____________ and will tend to ignore a message that conflicts with those ____________.

Answer 35

Beliefs

Question 36

BARRIERS TO EFFECTIVE COMMUNICATION

PERCEPTUAL BARRIERS

A message is often misunderstood because we all see the world differently. Thus, perception is one of the major barriers to effective communication. Barriers can arise from deep-rooted personal feelings, prejudices, and cultural or ethnic differences.

The perception that all people in a certain group share common attitudes, values, and beliefs is called ________________.

Answer 36

Stereotyping

Stereotyping is the perception that all people in a certain group share common attitudes, values, and beliefs.

It becomes a barrier to effective communication when people are categorized into certain groups because of their sex, age, or race instead of being treated as equal individuals.

Question 37

BARRIERS TO EFFECTIVE COMMUNICATION

PERCEPTUAL BARRIERS

Managers need to be aware of stereotyping because it can adversely affect ______________.

Answer 37

Communication

Question 38

BARRIERS TO EFFECTIVE COMMUNICATION

INSENSITIVE WORDS AND POOR TIMING

Sometimes, one person uses so called ____________in a conversation. Comments such as “that’s the stupidest idea I’ve ever heard”, “you do understand, don’t you?”, or “you really know what you’re talking about?” can shut communication down. Often, the result is that the receiver of the _____________become silent and indifferent to the sender.

Answer 38

Killer phrase

Question 39

BARRIERS TO EFFECTIVE COMMUNICATION

INSENSITIVE WORDS AND POOR TIMING

Another barrier to effective communication is the timing factor. Employees come to work with extra baggage - that is, they sometimes carry to work events that have happened off the job.

It’s hard to pay attention to someone else when you’re anticipating an upcoming test. In this example your circumstances and your attentiveness and responsiveness to the information will not be at the other party expected.

Supervisor should assume that most of the messages they send likely to be distorted.

True or false?

Answer 39

True

Question 40

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

PREPARATION AND PLANNING

Studies have shown that supervisors are very busy people and are often interrupted. They rely on oral communication most of the time. As a result, supervisors must take a proactive approach to ensure the communication is effective.

A first major step towards becoming a better communicator is to avoid speaking or writing until a message to be communicated has been _______________ to the point that it is clear in the senders mind.

Answer 40

Thought through

Question 41

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

USING FEEDBACK

Among the methods available to improve communication ____________is by far the most important. In communication, _____________is the receiver’s verbal or nonverbal response to a message. ____________can be used to determine whether or not the receiver understood the message and to get the receivers reaction to it.

Answer 41

Feedback

Feedback is the receivers verbal or nonverbal response to a message.

Question 42

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

USING FEEDBACK

A simple way to encourage feedback is to __________the receiver and to judge that person’s responses.

Answer 42

Observe

Question 43

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

USING FEEDBACK

Perhaps the best feedback technique is for the sender to ask the receiver to restate or _____________ the information just received.

Answer 43

Play back

Question 44

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

USING FEEDBACK

A similar technique to paraphrasing is _____________feedback. This is used when the supervisor reflects the feelings or emotions expressed by the sender. For example, the supervisor might say, you feel *** because ****. _______________feedback emphasizes the supervisors empathy for the speakers feelings, and allows the sender to clarify or correct any misinterpretations.

Answer 44

Reflective

Question 45

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

USING FEEDBACK

After sending a memo, fax, letter, or an email message, is often desirable to discuss the written correspondence over the telephone or face-to-face to ensure that the receiver understands it. When a supervisor receives a written message from someone else and there’s any doubt about it’s meaning, the supervisor should contact the sender to discuss and clarify the message.

True or false ?

Answer 45

True

Question 46

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

DIRECT AND CLEAR LANGUAGE

Supervisors should avoid long, technical, complicated words. They should use language that the receivers will be able to understand without difficulty. Jargon or “shoptalk” should be only use if the receivers comfortable with it. The old KISS approach is usually a good model to remember: KISS stands for ______ _______ _______ ______.

Answer 46

KISS

Keep it short and simple

Question 47

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

A CALM ATMOSPHERE

Is much better to communicate with both parties are calm and not burdened by unusual tension or stress. One of the best ways for a supervisor to ensure the proper atmosphere for communicating or discussing a problem with the employee is to set an appointment time for a meeting in a quiet room. This usually enables both parties to prepare to discuss the problem in a calm and unhurried fashion.

True or false?

Answer 47

True

Question 48

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

TAKING TIME TO LISTEN

Another approach to overcoming barriers to communication is for both the ___________and ____________the receiver to take more time to listen, that is, to give the other person full opportunity to express what is on her or his mind.

Answer 48

Sender and receiver

Question 49

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

TAKING TIME TO LISTEN

A supervisor should always patiently listen to what the employee has to say. Intensive listening helps to reduce _______________and, by listening, the supervisor will be better able to respond in ways that are appropriate to the concerns of the employee.

Answer 49

Misunderstandings

Question 50

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

REPETITION OF MESSAGES

The degree of repetition required will depend largely on the content of the message and the ______________and _____________background of the employees for other people involved in the communication. However, message should not be repeated so much that it gets ignored because it sounds too familiar or boring. In case of doubt, some repetition is probably safer than none.

Answer 50

Experience and background

Question 51

OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION

REINFORCING WORDS WITH ACTION

To succeed as communicators, supervisors need to complement their words with appropriate and consistent actions. If verbal announcement are backed up by action, supervisors credibility will be enhanced.

True or false?

Answer 51

True

Question 52

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Effective communication means that a successful ______________ and understanding takes place between a sender and receiver. The ability to communicate effectively is one of the most important qualities leading to supervisory success.

Answer 52

Transfer of information

Question 53

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Communication is a two-way process. Communication is successful only if the __________understands the message. The ___________need not agree with the message, just understand it as a sender intended.

Answer 53

Receiver

Question 54

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Formal channels of communication operate downward, upward, and horizontally. These communication channels primarily serve to link people and departments in order to accomplish ______________.

Answer 54

Organizational of objectives

Question 55

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Supervisors communicate _________to their employees, and employees communicate _______________to supervisors.

Answer 55

Downward and upward

Question 56

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Equally important is a supervisors duty to communicate upward to management and horizontally with supervisors in other departments.

True or false?

Answer 56

True

Question 57

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

In addition to the formal channels, every company has an informal channel, called the _____________. The ___________can carry rumors as well as facts. Supervisor should staying in touch with what is being transmitted on the ___________ and counteract rumors with facts where necessary.

Answer 57

Grapevine

Question 58

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

____________ and _____________words are the most important means of communication.

Answer 58

Spoken and written

Question 59

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

_______________ is generally Superior to other modes of communication because it enables face-to-face interaction.

Answer 59

Oral communicate

Question 60

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

______________ is instantaneous. Written words and visuals are sometimes preferred because of their permanency.

Answer 60

Feedback

Question 61

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Human differences in organizational conditions can create obstacles, called ____________, which distort messages between people. The use of jargon that the receiver does not understand can impede communication. Also, words have different meanings, so the sender must ensure that the receiver understands the intended meaning.

Answer 61

Noise

Question 62

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

People with different status or position levels within an organization bring different points of view to an interaction, which can distort meaning. People may ___________ unpleasant information in communications with their managers. Also, peoples natural resistance to change can cause them to avoid ____________messages that upset the status quo or conflict with their own beliefs.

Answer 62

Hearing

Filter out

Question 63

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

Individuals perceive the world from the context of their own backgrounds and prejudices. Perceptual barriers between sender and receiver, such as biases and stereotyping, can impede communication, as can conversation killing phrases and poor timing.

true or false?

Answer 63

True

Question 64

COMMUNICATION-THE VITAL LINK IN SUPERVISORY MANAGEMENT

SUMMARY

To overcome communication barriers, supervisor should adequately prepared what they wish to communicate. During face-to-face communication, the receivers verbal and nonverbal responses, called _______________, can help the supervisor determine whether or not the receiver understood the message. Asking the receiver to restate the messages is one ____________technique that helps verify understanding.

Answer 64

Feedback