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