MindTap Aplia Chapter 17

What can you do to listen more effectively to this customer?

Ask gentle, probing questions.

Mentally summarizes; weighs the evidence

Good Listener

Works hard; exhibits active body state and eye contact

Good Listener

Social Networking

If your company uses a website like Yammer, which allows employees to share information about how to do work with each other, it is likely to be doing this.

Which of the following statements captures the essence of communication?

Sharing information

Listening

Speaking is only part of the communication process. Receivers also have to do this, making an effort to pay close attention, so they understand the message that the receiver is conveying.

Downward Communication

When a manager tells an employee that the deadline for Project X is 5 PM, he or she is using this type of communication.

Open Communication

A CEO who shares her company's financial reports with all of her employees, no matter what their level in the organization, is practicing this form of communication.

Instant Messaging (IM)

Also known as online chat, people who use this communication medium can exchange text messages instantly with anyone connected to the same computer network.

As a new manager, you are responsible for interacting effectively with your team of employees and with all the other employees in your organization. Which of the following actions will help you to be most effective, and yet, most managers are afraid of doing it?

Asking customers and employees for feedback

Nonverbal Communication

Crossing your arms, smiling, and nodding your head are all examples of this type of communication.

Channel richness is, in part, determined by the ability to handle multiple cues simultaneously. This means that a telephone call will be less rich than _________, because:

Face to face You are not getting as many types of information from the exchange

High-to-low channel richness

Face to face Telephone Electronic Messages Memos Reports

Asks questions and paraphrases what is said

Good Listener

Is stimulated by difficult material

Good Listener

Listens to central themes

Good Listener

Looks for new learning

Good Listener

You work as a salesperson for Spectrum Color, a chemical manufacturer, which keeps you very busy. Your customers are photographers who use Spectrum's products to create professional images for publication. They are usually a friendly clientele. Today, however, customer Jesse Adamson is upset when he calls to inquire about his order. Jesse says he will miss his deadline if he doesn't receive his order right away. He threatens to stop using Spectrum Color if the company does not meet his demand and fill his order immediately. What is the most important message this customer is trying to convey?

He urgently needs his chemical order.

You have been working in an entry-level position in Raytheon's Environmental Health and Safety division for the last six months. You spend your time reviewing safety reports, entering them into the database, and compiling statistical analyses of the results for your boss, Jack Blum. Lately, Mr. Blum has been asking you when each report will be finished. Following this query, Mr. Blum often compliments you on the results of your past analyses. What is the most important message Mr. Blum is trying to convey?

He wants to know when the report will be ready.

Feedback

In the communication process, this happens when information is conveyed back to the sender after the receiver decodes a message.

Generally, when a manager communicates with an employee, the ultimate purpose of communication is to:

Influence behavior

What can you do to listen more effectively to Mr. Blum?

Lean forward and make eye contact.

Has preconceptions

Poor Listener

Is easily distracted; answers phone or sends text messages

Poor Listener

Shows no energy; forgets what the speaker says

Poor Listener

Tends to daydream

Poor Listener

Tunes out dry subjects

Poor Listener

Tunes out if delivery is poor

Poor Listener

When preparing an e-mail, or any form of written communication, which of the following rules is most important to obey?

Put yourself in the shoes of the person receiving your message.

Message

Referring to the key concept or idea of a communication, this can be transmitted through many media, including phone calls, instant messages (IM), e-mails, and written reports.

What can you do to listen more effectively to your colleague?

Remain objective.

Strategic Communication

Rob, a marketing manager, and Imari, a research and development director, were using this form of communication when they got together to discuss their company's future. They were especially interested in trying to find a vision and strategy that would help the company accomplish its chief goal: to grow by 20% in the next year.

It's 12:02 PM, and your boss just asked you to take over the coordination of the company's monthly potluck. The potluck is scheduled for tomorrow. How should you get the word out to participants? This is a ____________ message, so you should:

Routine Send a mass e-mail to all participants

You are a member of a project team revising the Nvidia Corporation's ethics policy. The team has representatives from five divisions: Software Engineering, Graphic Design, Business Systems, Demand Planning, and Corporate Communications. You are the Corporate Communications representative and the team's leader. Audra, a member of the project team, suggests that the team review a new draft of the ethics policy. She says the policy will have positive effects on the team's performance and on the organization as a whole. What is the most important message your colleague is trying to convey?

She wants to present a new draft of the ethics policy.

Decentralized Communication

This is a communication pattern in which all of the members of a group interact freely with all of the other members of the group.

This is what an employee uses when he or she taps into his or her grapevine to find out about a planned organizational restructuring before it is announced.

This is what an employee uses when he or she taps into his or her grapevine to find out about a planned organizational restructuring before it is announced.

Communication

This process involves trading thoughts or messages verbally, in writing, or nonverbally.

Horizontal Communication

When a marketing manager tells a sales manager that the new advertisements will be ready at 5 PM, he or she is engaging in this type of communication. (Assume that the marketing manager and the sales manager are at the same level within the organization.)

Upward Communication

When an employee tells a manager that Project X will be finished by 5 PM, he or she is using this type of communication.

Encoding

When you prepare a message to send to another person, you are doing this.