LESSON 6 - Interpersonal Skills in Organizations 7e

Identify the strategies to ensure effective nonverbal communication. (Check all that apply.)

- Arrange to watch yourself speak on tape to become aware of your mannerisms. - Be aware of certain behaviors such as being late regularly, and change these behaviors.

How can people improve their nonverbal communication? (Check all that apply.)

- By ensuring congruity between spoken words and nonverbal signals - By paying complete attention to the speaker - By avoiding the use of mobile devices during meetings

Which of the following are the best ways to deal with an angry individual? (Check all that apply.)

- One should express one's needs without disrespecting the other person's viewpoint. - One should stay alert and control one's behavior.

Which of the following factors contribute to difficulties in listening? (Check all that apply.)

- Selective expectation - Boredom - Being judgmental

Identify the barriers to effective listening. (Check all that apply.)

- Selective memory - Physiological limitations - Speaking/listening gap

Identify the steps that help people deal with an angry individual. (Check all that apply.)

- Setting clear boundaries regarding what they will and will not tolerate - Being calm and paying attention to the words and feelings expressed by the angry individual

Identify the ways to improve active listening. (Check all that apply.)

- Show interest in the speaker's message. - Paraphrase and repeat statements to avoid misinterpretations. - Avoid verbosity. - Avoid distractions and use direct eye contact.

Identify the benefits of active listening. (Check all that apply.)

- Shows the speaker you are concerned - Encourages further communication - Calms down another person and enhances relationships - Makes people feel cared for - Calms the other person - Invites another person to listen to you and improves problem solving

Identify the barriers to effective nonverbal communication. (Check all that apply.)

- people fail to give full attention to the person they communicate with because of short attention spans. - nonverbal communication behaviors vary from one culture to another.

Aaron, a manager, wants his subordinates to feel comfortable, and not intimidated, when he discusses their performance. He wants them feel that they have an equal role in the discussion. How should Aaron manage his environment to make his subordinates feel comfortable?

He should arrange their chairs close to his, or arrange for a round table seating.

In the context of improving nonverbal communication, why is it important for a person to slow down while speaking?

It gives the speaker the time to focus on speaking while sending nonverbal cues that support the words.

At the end of a long tiring day in office, Mike met with his subordinate, Maria, to discuss the new work policy adopted by the management. While sharing her concerns, Maria noticed that Mike was continuously yawning and rubbing his eyes. She assumed that Mike was not interested in her opinions and was dejected at the end of the meeting. In this scenario, the miscommunication occurred because _____.

Mike was not self-aware of his subconscious mannerisms

Identify a true statement about effective listening.

Nonverbal cues help people understand another's emotional state.

responding: processing/evaluating: sensing:

Responding: It involves showing the listener that he or she is being listened to by sending back verbal or nonverbal signals. Processing/evaluating: It involves understanding the message, interpreting its implications, and remembering it. Sensing: It involves hearing the message and receiving nonverbal signals associated with the message.

Identify a true statement about nonverbal communication.

Silence, body posture, and touching are components of nonverbal communication.

Identify a true statement about attentive listening.

The listener makes assumptions about the message being transmitted by the speaker.

When Carl began engaging well while communicating with his wife, repeating her words to make sure he understood her, she felt cared for and their relationship was enhanced. In this example, Carl engaged in _____ listening to demonstrate his care and concern for his wife.

active

requires the largest amount of work in listening as it involves high levels of attentiveness, clarification, and message processing. This is the most powerful level of listening.

active listening

People who are afraid of being influenced by others _____.

are unable to accommodate another's point of view

occurs when the listener is genuinely interested in the speaker's point of view.

attentive listening

An organization conducts a study on how much time their employees spend on coffee breaks and other activities apart from their work. Their intention is to assess how their employees manage time and to address lack of performance issues. This kind of study is known as _____.

chronemics

The study of how human beings use and manage time is known as

chronemics

Active listening is also called _____ listening.

empathetic

The color scheme, noise, decorations, lighting, layout of a room, and other elements that add to the space around a person is referred to as his or her _____.

environment

True or false: In order to eliminate problems in the communication process, one must consider the emotional state of the sender and not the receiver.

false

True or false: In the context of communication, most people trust another's words far more than they trust nonverbal cues.

false

True or false: Nonverbal communication cues are universally similar and can supplement global conversations.

false

True or false: When one is partially listening, one tends to interpret the message according to one's own experiences or attitudes.

false

True or false: While listening actively, it is good to ask questions or give feedback but expressing one's perspective can illustrate disregard for the speaker's opinions.

false

Paralanguage is an important component of nonverbal communication because _____.

it can alter the meaning of the same message based on the words emphasized

Expressing interest, facilitating the fulfillment of tasks, or providing information through the use of eyes is an example of _____.

kinesics

The use of touch in communication is referred to as _____.

kinesics

_____ is a component of nonverbal communication that includes body movement, gestures, and posture.

kinesics

Sensing, processing, and responding are the three dimensions of effective _____.

listening

involves processing a speaker's words to show that one comprehends what the speaker is saying.

listening

When an individual rehearses a response in his or her mind during an argument, he or she _____.

may deviate from the main discussion

Expression of feelings or conveyance of meaning consciously or subconsciously through means other than words is known as

nonverbal communication

nonverbal visual: paraverbal communication:

nonverbal visual: Facial expressions, eye blinks, eye contact, nodding, smiles, physical positioning, and other bodily behaviors paraverbal communication: Pitch, pauses, tone of voice, inflection, voice volume, and other aspects related to speech

People who rehearse a response in their minds while talking to someone are _____.

not listening

When one is partially listening, _____.

one may simply hear the words but miss the overtone, the person's countenance, or tone of voice

In nonverbal communication, the speech rate, the tone of voice, pitch, or volume are referred to as _____.

paralanguage

Blake is not interested in processing the details of a conversation when he is just back from work. When his wife tells him about her day, he does not make an effort to follow her words. In this scenario, Blake is displaying the qualities of a _____ listener.

passive

When an individual tries to absorb as much of information as possible, acting like a sponge but not taking the effort to process the information, he or she is said to be listening _____.

passively

Teachers are advised against lecturing students continuously for more than an hour since fatigue caused by _____ is known to be a barrier to effective listening.

physiological limitations

An organization conducted a study on how close people stand to each other in different circumstances. It was observed that people stand closer to each other in long queues or crowded places than they would when having a conversation or in a well-spaced setting. This study shows that personal spaces are elastic and can be momentarily squeezed to accommodate certain situations. This kind of study is termed _____.

proxemics

The study of how humans use space in communication is termed _____.

proxemics

Reinforcement of key messages is important since _____ makes a person remember only what he or she wants rather than the whole message.

selective memory

A manager not noticing the progress of his least favorite employee and overlooking the poor work quality of his favorite employee is displaying the characteristic of _____.

selective perception

Selecting or paying attention to only information that adheres to or reinforces one's own beliefs, views, or needs, causing severe distortion of messages, is a process known as _____.

selective perception

In the context of effective listening, _____ involves hearing the words of a message as well as observing nonverbal signals.

sensing

Identify a situation that best describes haptics.

two friends hugging