D072 Unit 4 Effective Communication

Channel

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

Module 5 Quiz p.37 Q1. 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-on contract. Which form of communication led to this conclusion? Non-expressed Nonverbal Oral Written

Nonverbal - Nonverbal communication includes communication through body language, tone of voice, and facial expressions.

Q7. An individual's only method of communication is American Sign Language (ASL). Which form of communication is this individual using to interact? Inscribed Written Nonverbal Oral

Nonverbal - Nonverbal communication involves information transmitted without the use of spoken or written words.

Face-to-face meeting (Richest)

Oral & Nonverbal communication - Is a personal, interactive exchange - Provides opportunities for two-way communication - Allows both the sender and receiver to read the nonverbal messages

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

Oral - This is the most common form of natural communication.

Teleconference/Phone call (Lean)

Oral communication - Allows people in different locations to communicate

Voice message (Lean) & Recorded video (Lean)

Oral communication - Is a one-way communication

Online meeting/Video conference (Rich)

Oral, Nonverbal & Written communication - Allows people in different locations to hold interactive meetings - Provides opportunities for two-way communication - May contain written or visual content

In-person oral or audio/visual presentation (Richest)

Oral, Nonverbal & Written communication - Provides opportunities for two-way communication - Allows both the sender and receiver to read the nonverbal messages - May contain written or visual content

Q. Three employees are invited to present their ideas for solving a critical company problem. It is important that the company choose the correct idea from these suggestions. The manager listens carefully while taking notes during each person's presentation. She nods her head in response to the presenter's comments and smiles encouragingly. She also notes other cues that might identify personal feelings or commitment to their idea. This manager has demonstrated four of the five rules for active listening. Which remaining rule should the manager implement? Note all cues Listen for message content Listen for feelings Paraphrase and restate

Paraphrase and restate - Active listening entails confirming that the message has been heard accurately. In practice and in theory, paraphrasing and restating a message is an established rule of active listening.

Q6. 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 Passive-aggressive Aggressive Passive

Passive

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

Passive - Passive communicators are known to be tentative in their desire to speak up and voice their opinions, even in cases where they are being wronged.

Q3. 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? Assertive Passive Aggressive Passive-aggressive

Passive - Passive communicators are often hesitant to share their true thoughts and opinions and will often sound apologetic when speaking.

Q5. 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 Aggressive Passive

Passive - Passive communicators think their opinions do not matter. They tend to agree with others and do not look others in the eye.

Q. 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? Aggressive Passive-aggressive Passive Assertive

Passive - Passive communicators will not speak up, even if they are disturbed by an event. They keep their opinions and feelings to themselves.

Q8. Which aspect of effective oral communication is important to remember? 1. Removing the focus on the nonverbal dimension of communication 2. Paying particular attention to body language and gestures 3. Managing the time-lapse involved with the receiver's interpretation and response 4. Choosing the most effective medium to communicate the message

Paying particular attention to body language and gestures - The nonverbal dimensions of oral communication such as body language and gestures are an important part of effective oral communication.

Which of the following directly influences an individual's behavior and communication style? Language barriers Marital status Ethnicity Personal beliefs

Personal beliefs shape the way individuals interpret messages and events, which in turn influences their behavior and communication style.

assertive communicator

Productive communication style used by those who express their ideas while listening attentively to others Their communication style tells others that they believe both parties are important and equal. From a nonverbal standpoint, these individuals have a relaxed posture and smooth and relaxed movements.

What is a key difference between personal and professional communication? 1) Personal communication is intended for a wider audience than professional communication. 2) Professional communication is more clear and concise than personal communication. 3) Personal communication is more formal than professional communication. 4) Professional communication is used for a less diverse group compared to personal communication.

Professional communication is more clear and concise than personal communication.

What is a strategy that seeks to preserve a positive relationship between both communicators while still addressing the problem at hand? Written communication Verbal communication Nonverbal communication Supportive communication

Supportive communication - Supportive communication is a strategy that seeks to preserve a positive relationship between both communicators while still addressing the problem at hand.

Q3. Which form of communication has little or no nonverbal cues present during the exchange of information between the sender and receiver? In-person meetings Group discussion Telephone conversation Video conferencing

Telephone conversation - Due to the fact that communication takes place over the phone, there is no face-to-face interactions. This decreases the amount of nonverbal cues that are present during the communication process.

passive communicator

Tentative communication style used by those who are hesitant to speak up From a nonverbal perspective, they tend to be overly soft or shy and often look away.

Q. After a message is developed, what should be considered in the delivery of the message? The intended audience Professional relationships Informal communication of the receiver Organizational policies and procedures

The intended audience - The Intended audience must be considered because it impacts delivery method, delivery style, response and impact.

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

Transmission of information - Transmission of information targets the communication within the organization itself. It is one of the three main functions.

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

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

Written - Communication that is written first allows the writer to think about the message they are trying to communicate before officially sending it to the recipient.

Email, text, social media post (Leanest)

Written communication - Are instantaneous written communications that are effective for formal notices and updates and for informal exchanges

Letter, blog, report, newsletter (Leanest)

Written communication - Present information without allowing for immediate interaction and often convey only the facts

Q. A company establishes a goal to increase annual sales by 13 percent. In an organization-wide meeting, a senior manager mistakenly understates the organization's board-approved goal by a significant amount. What would be the potential impact on the organizational outcomes due to this type of miscommunication? Decreased employee morale Weakened shareholder confidence Decreased productivity Improved productivity

Decreased productivity - When goals are not accurately communicated, it can interrupt workflow and negatively impact motivation, which leads to lower productivity.

Communication style

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

UNIT 4: EFFECTIVE COMMUNICATION TEST p.38 Q1. Which method of communication requires the receiver to interpret the message the way it was intended by the sender? Written Nonverbal Oral Effective

Effective - Effective communication requires that the information transmitted is interpreted by the receiver in the way that it was intended by the sender.

Q10. Which channel of communication is classified as being lean? Face-to-face meetings Emails Online meetings Video conferences

Emails - Email is a lean channel of communication with very limited interaction.

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

Q2. 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 and wants to allow for two-way communication while still being able to identify nonverbal forms of communication. Which form of communication accomplishes these goals? Voice message Face-to-face Teleconference Social media

Face-to-face - Although these forms of meetings may be a little more complicated with international locations, face-to-face meetings are one of the richest forms of communication and would accomplish the CEO's goals.

Which description of communication channels is accurate? 1) Letters are a less formal method of written communication used in less important situations. 2) Message boards and forums allow people to post information to a decentralized location. 3) Emails provide delayed written communication and are ineffective for formal notices and updates, as well as informal exchanges. 4) Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business.

Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business. - This is the most preferred method of communication in business and allows for interactive style of communication.

aggressive communicator

Forceful communication style often carried out in a loud and hostile manner From a nonverbal perspective, aggressive communicators tend to point fingers while talking and have clenched fists, a rigid posture, and hard stares. They perceive the world as hostile to their interests and try to gain an advantage whenever possible.

Active Listening

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

Q2. Which fact should an individual consider when choosing a channel of communication? 1. Identifying the correct channel is the most important aspect of the communication process. 2. Selecting a channel may affect the communication budget. 3. Identifying the level of interaction and details for each channel provides important information. 4. Choosing a correct channel will ensure the delivery of an effective message.

Identifying the level of interaction and details for each channel provides important information. - Communication channels vary from rich to lean and offer different types of interactions and levels of detail.

Q9. Which channel is considered rich and allows for more interactive communication? Voice message Social media Teleconference In-person oral

In-person oral - In-person oral presentations are a rich channel of communication that provide the ability for a lot of interaction.

Q4. Which benefit can occur by using good communication skills? Improvement in shareholder earnings Enhancement in accounting accuracy Boost in the organization's competitive position Increase in chances of employment

Increase in chances of employment - Effective communication is essential in establishing and maintaining a well-balanced workplace and increasing the chances of gainful employment.

passive-aggressive communicator

Indirect communication style that uses hidden messages to express needs and ideas *passive-aggressive people try to play the martyr or the victim, attempting to make others feel guilty to get what they want

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. Be clear, concise, relevant, and objective

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

It provides the sender the opportunity to reflect on ideas. - Because written communication happens asynchronously (not in real time), it provides the sender the opportunity to reflect on ideas prior to communicating the message.

Five rules for active listening p.35

1. Listen for message content. 2. Listen for feelings. 3. Respond to feelings. 4. Note all cues. 5. Paraphrase and restate.

Eight Forms of Supportive Communication

A strategy used to preserve a positive relationship between communicators while still addressing the problem at hand

Q5. 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 she uses often violates the rights of others. She is also dismissive toward the feelings of others, which is also causing problems. Which communication style is this manager using? Passive-aggressive Assertive Passive Aggressive

Aggressive - Aggressive communicators will often come across as standing up for their thoughts and opinions while possibly violating the rights of others. They often seem dismissive of others' thoughts.

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? Passive Assertive Passive-aggressive Aggressive

Aggressive communicators often communicate while standing up and communicate without concern for others' feelings.

Q. 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? Assertive Aggressive Passive-aggressive Passive

Assertive - The assertive communication style is when someone clearly expresses their own thoughts and then seeks open and honest feedback.

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

Assertive - The assertive communication style is when someone clearly expresses their own thoughts and then seeks open and honest feedback.

Q4. 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? Assertive Passive-aggressive Passive Aggressive

Assertive - These types of communicators are often direct in speaking their thoughts and opinions, but they are not insulting or offensive toward others.

8 Supportive Communication

(1) Supportive communication is congruent, not incongruent. It is important that verbal messages match the thoughts and feelings of the person expressing them. (2) Use descriptive, not evaluative, language. Be objective when describing something that happened. Describe your reaction to it without using judgmental statements. Offer an alternative suggestion if appropriate. (3) Be problem-oriented, not person-oriented. Focus on the issue at hand rather than commenting on the person and the person's characteristics. (4) Use statements that are validating, not invalidating. Communicate using statements that demonstrate respect, flexibility, collaboration, and areas of agreement. (5) Be specific, not global. Point out specific events or behaviors that need to be addressed rather than making general, vague, or extreme statements. (6) Communicate in a conjunctive, not disjunctive, style. Refer to what was stated previously in order to carry the interaction forward. (7) Make sure your statements are owned, not disowned. Take responsibility for your words and feelings by using "I" statements. (8) Listen actively—engage in supportive listening, not one-way listening. Provide reflective responses that demonstrate that you have heard what has been said.

Communication

The process of understanding and sharing meaning. Sharing understanding and meaning via oral, nonverbal, and written forms