Week 3 Sending Interpersonal Messages and Listening and Reading Nonverbal Messages

Question 1

What is the communication process?

Answer 1

• sender encodes message
• chooses channel
• sends message
• receiver decodes
• feedback

Question 2

What is noise?

Answer 2

Noise is anything that impedes your ability to hear or understand a message.

Question 3

What are the three types of noise? Examples?

Answer 3

• environmental noise (distractions, poor connection, competing stimuli, competing needs)
• sender noise (ambiguous intentions, different meanings, attitude, lingo)
• receiver noise (poor listening, lack of trust in speaker, evaluate and judge speaker)

Question 4

How can I improve clarity?

Answer 4

• use multiple channels
• be complete and specific
• take responsibility
• be congruent (verbal = non-verbal)
• simplify your language (no acronyms)

Question 5

How can I improve credibility?

Answer 5

• know your topic
• establish mutual trust
• be honest
• be reliable
• appropriate self-disclosure
• share relevant information

Question 6

How can you use feedback to enhance communication?

Answer 6

• take initiative - ask
• do not be defensive
• use summarizing statements
• check underlying assumptions
• be aware of non-verbal feedback
• ask questions to verify

Question 7

What are the main ideas from the Byron readings?

Answer 7

The communication and miscommunication by email. It determined that emotions were often misinterpreted (as more negative than intended by the sender) in emails - this is called the negativity effect.

Question 8

List and describe the four primary factors of active listening

Answer 8

• intensity (focus)
• empathy (understand the concept)
• acceptance (avoid judgement)
• responsibility for completeness (facts and feelings)

Question 9

Effective listening is

Answer 9

Active rather than passive

Question 10

Passive listening

Answer 10

Passive listening involves hearing but not retaining information because you are not trying to understand what is being said. You are simply trying to remember the words that are being said.

Question 11

Rumours in the grapevine arise in response to:

Answer 11

Situations that are important, ambiguous, and that cause anxiety.

Question 12

True, or false? the grapevine rarely transmits unimportant information.

Answer 12

True

Question 13

Managers can use the grapevine to its full potential by:

Answer 13

Making sense of fragmented information, organizing coalitions, signalling status, and reducing anxiety

Question 14

What are some subcategories of nonverbal messages?

Answer 14

Kinestics (body language) 
Oculesics (eyes) 
Haptics (touch) 
Chrometics (time) 
Proxemics
Olfactics (smell) 
Objectics (objects)

Question 15

Define nonverbal message

Answer 15

An interpersonal message that is not sent through linguistic means

Question 16

Nonverbal messages happen in

Answer 16

CLUSTERS!

Question 17

Describe image communication

Answer 17

Image communication refers to the way we judge a book by its cover (hairstyle, clothing, piercings, tattoos, and other dimensions of physical appearance)

Question 18

What are the seven basic emotions?

Answer 18

Anger
Sadness
Surprise
Joy
Disgust
Fear
Contempt