ch 10
The communication process is the transmission of information, meaning, and intent.
T
The first step in the communication process is the sender encoding the message and selecting the transmission channel.
T
paraphrases the message and communicates understanding and acceptance. a. empathy b. verification c. reflecting d. feedback e. listening
c. reflecting
Memos, letters, reports, and newsletters are examples of: a. oral messages b. physical messages c. written messages d. nonverbal messages e. visual messages
c. written messages
____is the process of giving the speaker your undivided attention. a. reflecting b. feedback c. verification d. empathy e. listening
e. listening
Messages sent without words are called: a. silent communication b. gestures c. empathy d. subliminal messages e. nonverbal communication
e. nonverbal communication
Face-to-face communications are appropriate for coordinating team activities, delegating tasks to groups, and resolving conflicts.
F
Nonverbal communication and written communication are the same thing.
F
The first step in the face-to-face message-sending process is transmitting your message.
F
The four steps in the face-to-face message-sending process are: 1. develop rapport; 2. state your communication objective; 3. check the receiver's understanding; and 4. get commitment and follow-up.
F- Five Steps message-sending process: (1) develop rapport, (2) state your communication objective, (3) transmit your message, (4) check the receiver's understanding, (5) get a commitment and follow up.
The first step in the communication process is: a. encoding the message and selecting the transmission channel b. transmitting the message through a channel c. decoding the message and deciding whether feedback is needed d. transmitting feedback, a response, or a new message through a channel
a. encoding the message and selecting the transmission channel
is the information shared between peers. a. horizontal communication b. lateral communication c. vertical communication d. grapevine
a. horizontal communication
The _____ is appropriate if the other person lacks self-confidence. a. reflecting response b. reassuring response c. probing response d. diverting response e. advising response
b. reassuring response
The flow of information between colleagues and peers is horizontal communication.
T
The grapevine is a powerful means of communication.
T
Vertical communication, horizontal communication, and the grapevine are the three ways communication flows through organizations.
T
The barriers to encoding the message are: First Barrier - Trust and Credibility Second Barrier - Failure to Listen Third Barrier - Our Emotions Fourth Barrier - Distortion
F-
Empathic listening is an effective way to calm an emotional person.
T
Paraphrasing is the process of restating the message in one's own words.
T
The steps in the message-sending process are Step 1: develop rapport, Step 2: state your communication objective, Step 3: transmit your message, Step 4: check the receiver's understanding, and Step 5: get a commitment and follow up.
T
The second step in the communication process is: a. transmitting the message through a channel b. encoding the message and selecting the transmission channel c. decoding the message and deciding whether feedback is needed d. transmitting feedback, a response, or a new message through a channel
a. transmitting the message through a channel
Which is an advantage of written communications over oral communications? a. It is faster. b. It provides a record. c. It encourages feedback. d. It is easier.
b. It provides a record.
Which is NOT a step in the message-receiving process? a. listening b. encoding c. analyzing d. checking understanding
b. encoding
All are components of listening EXCEPT: a. paying attention b. looking for distractions c. staying tuned in d. asking questions e. taking notes
b. looking for distractions
is appropriate when asked. a. diverting response b. reassuring response c. probing response d. reflecting response e. advising response
e. advising response
is when receivers translate or interpret your message. a. transmission b. empathy c. encoding d. translation e. decoding
e. decoding
Poor listening is caused in part by the fact that we speak on average about 120 words a minute, but we can comprehend 600 or so words a minute.
T
Television, posters, and web sites are examples of: a. visual messages b. written messages c. oral messages d. physical messages e. nonverbal messages
a. visual messages
Oral communication is slower and harder than written communication, which is usually more accurate and provides a record.
F
The sender's process of putting the message into a form that the receiver will understand is called encoding.
T
is the flow of information through informal channels. a. horizontal communication b. grapevine c. lateral communication d. vertical communication
b. grapevine
The three parts of the message-receiving process are: 1. listening, 2. interpreting, and 3. understanding.
F
Meetings are appropriate for delegating tasks, coaching, disciplining, sharing information, answering questions, checking progress toward objectives, and developing and maintaining rapport.
F Fato Face
Communication is the process of transmitting information and meaning.
T
is the process of transmitting information and meaning. a. grapevine b. communication c. understanding d. organization e. decoding
b. communication
Face-to-face communications, meetings, presentations, and telephone are examples of: a. physical messages b. written messages c. nonverbal messages d. oral messages e. visual messages
d. oral messages
Which is NOT a channel for transmitting messages? a. nonverbal b. oral c. written d. physical e. visual
d. physical
The _____ is appropriate at first to be sure you understand. a. reflecting response b. reassuring response c. advising response d. probing response e. diverting response
d. probing response
is the downward and upward flow of information through the organization. a. horizontal communication b. lateral communication c. grapevine d. vertical communication
d. vertical communication
The _____ is appropriate when uncomfortable with the topic. a. reassuring response b. reflecting response c. probing response d. advising response e. diverting response
e. diverting response
is the ability to understand and relate to someone else's situation and feelings. a. listening b. reflecting c. verification d. feedback e. empathy
e. empathy
is the process of verifying messages. a. empathy b. verification c. listening d. reflecting e. feedback
e. feedback
As a general rule, use oral channels for sending simple and routine messages and written channels for sending difficult and unusual messages
f
The barriers to decoding the message are: First Barrier - The Words We Choose Second Barrier - Information Overload Third Barrier - Logic and Order
F- Barriers to Encoding Decoding : First Barrier-Trust and Credibility Second Barrier—Failure to Listen Third Barrier—Our Emotions Fourth Barrier—Distortion
Feedback is the process of restating the message in one's own words.
F- Feedback is the process of verifying messages. paraphrasing - is where the receivers restate the message in their own words.
The three steps in the communication process are: 1. the message is transmitted through a channel; 2. the receiver decodes the message and decides if feedback is needed; and 3. feedback, response, or new messages may be transmitted through a channel.
F- there are 4 The sender (1) encodes a message and then (2) transmits it. (3) The receiver decodes the message. (4) The receiver decides whether feedback is needed and, if it is, encodes a message (a response) and transmits it—and the process begins again.
The third step in the communication process is: a. transmitting feedback, a response, or a new message through a channel b. transmitting the message through a channel c. decoding the message and deciding whether feedback is needed d. encoding the message and selecting the transmission channel
c. decoding the message and deciding whether feedback is needed
