D072 Fundamentals for Success in Business Review Unit 4

When in doubt, remember the ________of ethical communication—treat others the way you would like to be treated.

"golden rule"

A manager notices an employee frequently stands up during meetings when communicating and is often dismissive of other people's feelings. Which communication style is she exhibiting? Aggressive Assertive Passive-aggressive Passive

Aggressive

A senior executive has received many complaints about the communication style of one of the managers. The manager will stand up for her own views and opinions, but the style being used often violates the rights of others. She is also dismissive toward the feelings of others, and that is also causing problems. Which communication style is this manager using? Passive Aggressive Passive-aggressive Assertive

Aggressive

Which benefit can occur by using good communication skills? Enhanced accounting accuracy Improved shareholder earnings Increased chances of employment Boosted the organization's competitive position

Increased chances of employment

Which method of communication requires the receiver to interpret the message the way it was intended by the sender? Oral Written Non-verbal Effective

Effective

channel

Means of passing information from sender to recipient, such as via face-to-face meeting or telephone call

An individual's only method of communication is with the use of American Sign Language (ASL). Which form of communication is this individual using to interact? Written Inscribed statement Oral Non-verbal

Non Verbal

Active listening

Giving the sender full, undisturbed attention with the intention of fully receiving his or her message

Which goal is one of the three main functions of communication within an organization? Enhancement of structural framework Establishment of a foundation for structural analysis Transmission of information Coordination of competitive positions

Transmission of information

What is an advantage of written communication? It allows for instant feedback. It facilitates the likely interpretation of the message by the reader. It provides the sender the opportunity to reflect on ideas. It is the easiest form of communication.

It provides the sender the opportunity to reflect on ideas.

Smiling, fist pumping and jumping up and down are examples of what type of communication? a. Written b. Non-Verbal c. Verbal d. Visual

Non Verbal

Barrier to communication: · Physical conditions:

Sometimes noise—loud or distracting sounds—make it impossible to hear or concentrate. A room may also be so hot or so cold that people cannot get comfortable and pay attention

Barrier to communication: · Filtering:

A message sender sees the world through one set of filters (experiences and values), and the receiver sees it through a different set of filters. Each message has to pass, therefore, through at least two sets of filters. The more similar people are in lifestyle, experience, culture, and language, the more similar their mental filters are likely to be and the less distortion that should occur. Additionally, the fewer people involved in the transmission of a message, the greater the chance that it will be received as the sender intended.

Effective communication

is when a message is shared and interpreted accurately by the recipient. This type of communication is essential to an organization because it helps employees collaborate, establish common goals, strengthen relationships and achieve consensus.

Barrier to communication: Information overload:

All have been in situations where they felt that too much information was coming at them. When this happens, they feel overwhelmed and fear that they will not be able to retain any information at all.

A team member says, "I think we should purchase the less expensive of the two options. What does the rest of the team think?" Which communication style is being used by the team member? Aggressive Passive Passive-aggressive Assertive

Assertive

An executive has always appreciated the communication style of one of his closest friends and wants to develop the same style. The friend is always clear and direct in expressing her opinion but not in a way that dismisses the thoughts and opinions of others. Which communication style is this friend using? Aggressive Passive Passive-aggressive Assertive

Assertive

Jason gets an undercooked steak and the waitress asks him how he likes his meal. He explodes, yelling at the waitress about her inadequacies regarding remembering his order and demanding that he get a free meal because of the horrible service and incompetent wait staff. Jason is: a. Passive b. Assertive c. Aggressive d. Passive-aggressive

Assertive

Of the following communication types, select the one that is generally considered the most ideal, and then explain why this style works best. a. Passive b. Assertive c. Aggressive d. Passive-Aggressive

Assertive

Two coworkers are discussing proposed options for a new department-wide computer system. Coworker A shares their viewpoints, addresses the pros and cons of the system, and explains why this would be the best option. When done, Coworker A asks Coworker B for feedback as well as input and thoughts on the options. Which communication style is Coworker A exhibiting? Passive Assertive Passive-aggressive Aggressive

Assertive

What are the benefits of Lean channels of communication? Disadvantages?

Convey large amounts of information. Effective channel when context, supporting data, and detailed explanations are necessary to inform or persuade others. Disadvantage: Doesn't have subsequent opportunities to ask clarifying questions or otherwise respond.

communication style

Dominant way in which an individual interacts and exchanges information with others

What is a barrier to effective communication? Topic Credibility Consent Time

Credibility

Employee A is talking to Employee B. When asked about a supervisor's adult child who has just joined the organization, Employee A states, "The apple doesn't fall far from the tree." Employee B indicates that they do not understand this comment. Which communication barrier is present? Denotation-correction Selective perception Information overload Credibility

Denotation-correction

Which channel of communication is classified as being lean? Video conferences Online meetings Emails Face-to-face meetings

Emails

Written communication

Expressing information in the form of written words Happens asynchronously (not in real time)

Oral communication

Expressing information or ideas through spoken words Occurs synchronously (in real time)

Nonverbal communication

Expressing information without the use of spoken or written words, such as using body language, tone of voice, facial expressions, and even silence

Although a car stereo manufacturing company has been expanding into new markets around the world, the CEO wants to maintain a rich form of communication among leaders throughout the new offices. The CEO wants their communication to remain interactive, allow for two-way communication, and still be able to identify nonverbal forms of communication. Which form of communication accomplishes these goals? Teleconference Social media Face-to-face Voice message

Face-to-face

Which description of communication channels is accurate? Letters are a less formal method of written communication used in less important situations. Message boards and forums allow people to post information to a decentralized location. Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business. Emails provide delayed written communication and are ineffective for formal notices and updates, as well as informal exchanges.

Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business.

barrier to effective communication

Factor that prevents the receiver from receiving and understanding the message accurately

Jessica is an accountant, very organized with a straight forward demeanor. Jules is more bohemian with a free spirit who tends to go with the flow. What barrier to communication might occur? A) Physical conditions B) Filtering C) Selective perception D) Semantics

Filtering

Which fact should an individual consider when choosing a channel of communication? Choosing a correct channel will ensure delivery of an effective message. Identifying the correct channel is the most important aspect of the communication process. Selecting a channel may affect the communication budget. Identifying the level of interaction and details for each channel provides important information.

Identifying the level of interaction and details for each channel provides important information.

Which fact should an individual consider when choosing a channel of communication? Identifying the correct channel is the most important aspect of the communication process. Identifying the level of interaction and details for each channel provides important information. Choosing a correct channel will ensure delivery of an effective message. Choosing a channel may affect the communication budget.

Identifying the level of interaction and details for each channel provides important information.

Barrier to Communication: Credibility:

In communication, the validity of the message is tied to the reputation of the sender. If the receiver does not trust the sender, the receiver will view the message itself with skepticism or suspicion. If the sender is trustworthy, the receiver will likely believe the message despite any personal opinions about that subject. In other words, the trustworthiness of a communication, regardless of format, is heavily influenced by the perceived credibility of the source of that communication.

Which channel is considered rich and allows for more interactive communication? In-person oral Teleconference Social media Voice message

In-person oral

Which benefit can occur by using good communication skills? Boosts the organization's competitive position Increases the chances of employment Improves shareholder earnings Enhances accounting accuracy

Increases the chances of employment

Personal Communication

Information that is exchanged between sender and recipient for personal purposes

professional communication

Information that is exchanged in a business context for the commercial benefit of an organization

A senior executive recently had a meeting with a manager from one of their largest suppliers in Asia. The executive felt that the body language, tone of voice, and facial expressions of the manager indicated their company was not happy with a recently agreed-upon contract. Which form of communication led to this conclusion? Non-expressed Oral Nonverbal Written

Nonverbal

What is the most common and natural form of communication? Written Nonverbal Informal Oral

Oral

____ communications tend to be richer channels and are well suited for complex or unsettling information. ( Written, non-verbal, oral)

Oral

A manager notices an employee is frequently hesitant to speak up during meetings and share her thoughts or beliefs, even in cases when the employee is being wronged. Which communication style is this employee exhibiting? Passive-aggressive Assertive Aggressive Passive

Passive

A supervisor asks an employee to stay late to complete a personal task for the supervisor. When asked if the employee is willing to stay, the employee says, "I will do whatever you tell me to do," even though the employee is uncomfortable with the request. Which communication style is the employee displaying? Assertive Aggressive Passive Passive-aggressiv

Passive

An executive is struggling to communicate effectively with one of her company's new managers. The new manager is hesitant to share his thoughts and beliefs and often sounds apologetic when speaking. Which communication style is the new manager using? Aggressive Passive-aggressive Passive Assertive

Passive

During a department meeting, an employee tends to avoid making eye contact with others. Which type of communication style does this represent? Assertive Passive Aggressive Passive-aggressive

Passive

Which type of communication style is reflected by an employee who is disturbed by a negative review but fails to speak up about their concerns or feelings? Passive-aggressive Assertive Aggressive Passive

Passive

Which aspect of effective oral communication is important to remember? Choosing the most effective medium to communicate the message Paying particular attention to body language and gestures Managing the time lapse involved with the receiver's interpretation and response Removing the focus on the non-verbal dimension of communication

Paying particular attention to body language and gestures

During an office meeting, a manager notices the employees are distracted by the sound of the machinery outside as well as the voices of the construction workers. Which barrier to communication does this manager face? Physical conditions Selective perception Emotional disconnects Information overload

Physical Conditions

What is a key difference between personal and professional communication? Professional communication is used for a less diverse group compared to when using personal communication. Professional communication is more clear and concise than personal communication. Personal communication is intended for a wider audience than professional communication. Personal communication is more formal than professional communication.

Professional communication is more clear and concise than personal communication.

What are the benefits of Rich channels of communication?

Provide opportunities to clarify meaning, reiterate information and display emotions.

A person uses the company gym seven days a week and makes sure to eat in a healthy manner. The person brags about the gym usage to coworkers but does not acknowledge excessive alcohol usage. Which communication barrier is this individual experiencing? Credibility Semantics Selective perception Physical conditions

Selective Perception

In a departmental meeting, a manager tends to be hyper-critical of the input from one individual. Which barrier to communication is being demonstrated by this manager? Semantics Filtering Selective perception Information overload

Selective Perception

Communication

Sharing understanding and meaning via oral, nonverbal, and written forms

Which form of communication has little or no nonverbal cues present during the exchange of information between the sender and receiver? Group discussion Video conferencing In-person meetings Telephone conversation

Telephone conversation

Barrier to communication: Selective perception:

This is the tendency to either "under notice" or "over focus on" stimuli that cause emotional discomfort or contradict prior beliefs. For instance, some people live purposefully healthy lifestyles by frequently exercising and eating only nutritious food but still smoke cigarettes. Psychologists believe that they are selectively ignoring the evidence that smoking is dangerous to their health.

supportive communication

Used to preserve a positive relationship between communicators while still addressing the problem at hand

Effective communication

When information transmitted is interpreted by the receiver in the way it was intended by the sender

rehearsing

When the receiver is preparing what to say in response instead of actively listening to sender's message

What type of communication is effortful, exact and less natural? a. Written b. Non-Verbal c. Verbal d. Visual

Written

Which form of communication allows a person to reflect or review a message prior to communicating it? Written Nonverbal Formal Oral

Written

Rich channels

are more interactive, provide opportunities for two-way communication, and allow both sender and receiver to read nonverbal messages

. Lean channels

present information without allowing for immediate interaction and often convey "just the facts".

passive communicator

styles tend to be hesitant to speak up about their thoughts, beliefs, and opinions—even when they feel they are being wronged. They typically put the rights of others before their own and sound apologetic or tentative when they speak.

aggressive communicator

styles will come across as standing up for their rights while possibly violating the rights of others. Their communication style tends to be dismissive and suggests to others that their feelings do not matter.

passive-aggressive communication style

tend to be passive but later aggressive by perhaps making negative or underhanded comments. These individuals might express negative feelings in an indirect way.

Barrier to communication: · Semantics:

the study of the meaning of words and phrases. Semantics is extremely important in effective communication. There are some semantic rules in English that may confuse non-native English speakers, such as the concept of subject-verb agreement and gender pronouns. When your audience involves people whose native language is not English or individuals of different educational backgrounds, messages need to be direct and clearly stated to help ensure they are understood.

Barriers to Communication: Emotional disconnects:

· One of the first things parents learn is never to try to have a rational discussion with a screaming toddler or an angry teenager. If they wait until the young person is more receptive to what they have to say, the odds of a successful conversation improve dramatically. Adults also experience emotional disconnects that affect the chance of successful communication. If possible, it is better to postpone a communication if there is a strong likelihood that the intended receiver will misinterpret it because of his or her emotional state.

Barrier to communication: Denotation and connotation:

·Confusion can also arise from the use of language by people from different educational levels, cultures, and dialects. Some words have a connotation for one group of people that is not shared by another.