11. Communication Responsibilities Flashcards Preview

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Flashcards in 11. Communication Responsibilities Deck (16)
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1
Q

The process of communication can be represented by six components

A
  1. Initiation (sender sends)
  2. Transmission (verbal,etc.)
  3. Reception (sensory)
  4. Mental processing (receiver decodes, interprets)
  5. Feedback (receiver acknowledges receiving)
  6. Mental and environmental distractions (noise)
2
Q

Voice modulations add meaning, for example:

A

Articulation, intensity, pitch, range, rhythm, tempo, and variation superimposed on the chosen words

More important in vertical communication

3
Q

Listener options:

A
  1. Ignore message: think about other things
  2. Pretend understanding: acknowledge receipt with minimal feedback
  3. Selective processing: process and react to part of message
4
Q

Sincerely commit to fully understanding all aspects of the message, including the sender’s frame of reference, before responding

A

Be an empathic listener

5
Q

true or false: nonverbal message can be smelled

A

true, sweat odor

6
Q

communication distances have been called

A
  • Public zone >12ft
  • Social zone 4 - 12 ft
  • Personal zone 1.5 - 4ft
  • Intimate zone <1.5 ft
7
Q

communication at 3 meters

A

personal zone

8
Q

a construct believed by some to be involved in social perceptiveness. Ex. A manager with perceptiveness may know when there is subtle dissension or confusion; accurately appraise the readiness or resistance of followers to act on information

A

Emotional intelligence/emotional quotient

9
Q

is a combination of personality characteristics and cognitive abilities that facilitate: emotional self-awareness, control over emotions and emotional tendencies, social awareness, relationship management skill

A

Emotional intelligence/emotional quotient

10
Q

Communications go in many directions:

A

Following an organizational chart, managers deal with direct reports (downward), peers (sideways), and their own managers (upward).

Upward communications are often stressful.

11
Q

Questions asked to gain information require a type of question that elicits

A

thoughtful comments from the receiver.

High-impact open-ended questions

12
Q

examples of High-impact open-ended questions

A
13
Q

Before meeting, analyze:

A
  • Required level of confidentiality
  • Who needs to be there
  • What potential reaction(s) may be
  • How much time is needed
  • Desired outcome
14
Q

Communicating Change: some changes are easier than others

A
15
Q

Suggestions to promote trust include:

A
  • Being truthful
  • Asking for feedback – positive and negative
  • Admitting mistakes
  • Avoiding talking negatively about others
  • Willingness to change your mind
  • Acknowledging the contribution of others
  • Sharing useful information
  • Fostering transparency
16
Q

Managers must develop their communication skills as a ___________ for the communication skills of others.

A

role model