ORGB 347 Lesson 9
The most problematic aspect of communication is the lack of accuracy in the message. True False
False
Sharing a similar personal experience is an example of a reflecting response. True False
False Reflective responses involve clarifying or paraphrasing the message. Sharing a similar personal experience is a deflecting response.
Saying that someone's actions have not upset you when they really have is an example of a(n) _____________ statement. incongruent disjunctive disowned invalidating
Incongruent
Changing the subject during a conversation is an example of a(n) ____________ response. deflecting advising reflecting probing
Deflecting
Individuals should avoid incongruence in communication by expressing exactly what they think and exactly what they feel. True False
False
Managers should describe a subordinate's inappropriate behavior in general terms, rather than specific ones, so the subordinate won't become as defensive. True False
False
Counseling
communication used to help subordinates recognize their own problems
Congruence
exactly matching the communication, verbally and nonverbally, to what an individual is thinking and feeling
Coaching
interpersonal communication used to pass along advice and information
Invalidating Communication
that which denies the other person the possibility of contributing to the communication
Imperviousness
the failure of the communicator to acknowledge the feelings or opinions of the listener
Egalitarian Communication
treating subordinates as worthwhile, competent, and insightful by emphasizing joint problem solving rather than projecting a superior position
Which of the following statements is the best example of imperviousness? "I know that I am right; I won't be persuaded otherwise." "You don't understand the seriousness of the situation." "I'm pretty sure of this, but what do you think?" "Both of us, I'm sure, appreciate the seriousness of the situation."
"You don't understand the seriousness of the situation"
Studies show that people usually listen to and understand only ________ percent of what is being communicated. 25 60 50 10
25
Of the following, which is the most closed and directive response? probing reflecting deflecting advising
Advising
Bill is the manager of an auto dealership service department. In the past few weeks, he has had several complaints from customers concerning mistakes on their bills. Although the customer service clerks have been trained on the company's new accounting system, it is clear that they are incorrectly processing some information. Which supportive communication approach would probably be most appropriate in dealing with this situation? counseling training coaching reprimanding
Coaching
Whenever Joseph and Michelle talk, Michelle dominates the conversation and often interrupts him when he is talking. Which of the principles of supportive communication is Michelle violating? congruent, not incongruent validating, not invalidating specific, not global conjunctive, not disjunctive
Conjunctive, not disjunctive
When we say that someone is lazy or stupid we are violating which of the principles of supportive communication? descriptive, not evaluative owned, not disowned conjunctive, not disjunctive congruent, not incongruent
Descriptive, not evaluative An individual's inappropriate behavior should be described; the person should not be evaluated.
Counseling applies to ability problems and coaching applies to attitude problems. True False
False
The statement "Everyone here thinks you have a lousy attitude," is primarily; a violation of which principle of supportive communication? conjunctive, not disjunctive problem-oriented, not person-oriented owned, not disowned validating, not invalidating
Owned, but disowned The speaker should "own" the statement by saying it in first-person.
Managers who implement a personal management interview program actually have more discretionary time. True False
True
Most people feel that they, themselves, are very effective communicators and that communication problems are caused by the other person. True False
True
Studies show that good interpersonal relationships between managers and subordinates are more powerful in predicting profitability than market share or sales growth rate. True False
True
Telling someone, "You shouldn't feel angry" is an example of imperviousness. True False
True
The best listeners use reflective responses most of the time. True False
True
Telling a subordinate, "I know that you have the knowledge and resources to solve this problem. What would you suggest?" is an example of which attribute of supportive communication? congruent, not incongruent specific, not global validating, not invalidating conjunctive, not disjunctive
Validating, not invalidating
Disconfirmation
a "put-down"; or the feeling resulting from communication that demeans or belittles the recipient and threatens his or her sense of self-worth
Validating Communication
a message that helps people feel recognized, understood, accepted, and valued. It is respectful, flexible, two-way, and based on agreement
Incongruence
a mismatch between what one feels and what one communicates
Deflecting Response
a response in which the listener changes the subject
Probing Response
a response that asks a question about what the communicator just said or about a topic selected by the listener
Reflective Response
a response that confirms a message or communicates understanding
Advising Response
a response that provides direction, evaluation, personal opinion, or instructions
Indifference
a type of communication where the other person's importance is not acknowledged
Defensiveness
occurs when an individual feels threatened or punished by the communication
Disjunctive Communication
responses that are disconnected from what was stated before
Owned Communication
statements for which a person takes responsibility