Management 11

Front 1

Feedback should be specific rather than ________

Back 1

general

Front 2

Managers can use the grapevine for ____________

Back 2

feedback

Front 3

Positive feedback is more readily and accurately perceived than _________

Back 3

negative feedback

Front 4

An employer might use the grapevine to ____________________________

Back 4

transmit information to key individuals who will pass it on

Front 5

Negative feedback should be used when its supported by ________

Back 5

hard data

Front 6

communication that addresses task-related issues and tends to follow the organization's authority chain.

Back 6

formal communication

Front 7

There should be a short time between teh behavior and teh _____________

Back 7

feedback

Front 8

__% of an oral message is derived from intonations "tone of voice"

Back 8

38%

Front 9

Feedback should be ___________ and ___________

Back 9

impersonal and goal oriented

Front 10

Name three big facts about communication

Back 10

A) Words mean different things to different people

B) The initiation of a message is no assurance that it is received or understood as intended.

C) Communications often become dirtorted as they are transmitted from person to person

Front 11

Make feedback ________

Back 11

well timed

Front 12

rumor mill where most employees first hear about leader's important changes

Back 12

grapevine

Front 13

Feedback should be directed toward behavior the reciever can _____________

Back 13

do something about

Front 14

not spoken, written, o transmitted on a computer

Back 14

nonverbal communication

Front 15

Have the listener ___________

Back 15

rephrase it for you

Front 16

makes people more open and self-expressive--saying what you mean without being rude or thoughtless

Back 16

Assertive training

Front 17

Indicate specifically what can be done to _________

Back 17

improve the situation

Front 18

Name four essential requirements for active listening

Back 18

1- intensity
2-emoathy
3-acceptance
4-willingness to take responsibility for completeness

Front 19

gestures, fascial configurations, and movement of the body

Back 19

body language

Front 20

gestures, fascial configurations, and movement of the body

Back 20

body language

Front 21

___% of an oral message is derived from actual words

Back 21

7%

Front 22

Name three types of assertive listening

Back 22

-Direct and unambiguous language
-Eye contact
-Serious tone
-Firm posture

Front 23

Everything a supervisor does involves ______________

Back 23

communication

Front 24

getting inside a speaker's mind to understand the communication from the speakers point of view

Back 24

active listening

Front 25

Inproving communication effectiveness includes...(7 things)

Back 25

1-Before you speak, make sure you know what you want to say
2-Discontinue further communication if emotionally upset
3-Improve listening skills
4-Make language clear and understandabl to the receiver-avoid jargon
5-Watch nonverbal actions
6-Do what you say you'll be believable
7-Utilize feedback

Front 26

Effective communication and ___________ are not the same thing.

Back 26

agreement

Front 27

E-mail, voice mail, electronic paging, cell phones, video conferencing, etc.

Back 27

Electronic communication

Front 28

What might affect or hinder communication? (2 ways)

Back 28

1-What passes as "poor communication" may be individuals purposely avoiding honesty and openess or confrontation
2-How the receiver feels at the time or receiving the message will influence how he interperts it

Front 29

tells whether a message has been received as intended

Back 29

feedback

Front 30

Three reasons to use written communication

Back 30

-Provide better documentation
-Provide "a paper trail"
-Reduce ambiguity

Front 31

the transference and understanding of meaning

Back 31

communication

Front 32

Three benefits of Electronic Communication

Back 32

1-Allow transmission of messages 24 hours a day
2-A permanent record of Email can be made by printing
3-Can be in constant contact
4-Monitoring work of employees who work on computers

Front 33

for official, long-term inplications, highly complex communication

Back 33

Written communication

Front 34

People in different roles, then, have difficulty __________________

Back 34

communicating with one another

Front 35

turning out thousands of miscellaneous thoughts

Back 35

intensity

Front 36

behavior patterns that go with the positions individuals occupy in an organization

Back 36

roles

Front 37

People hear and see the world consistent with their __________________

Back 37

role requirements

Front 38

Name four assets of oral communication

Back 38

1) Information can be transmitted quickly
2) Conveys tone and mood
3) Includes gestures and facial expressions
4) Has positive symbolic value
-more personal
-Intimate and caring
-Builds trust
-Creates a climate of openess and support

Front 39

moves in any direction, skips authority levels, and is likely to satisfy social needs.

Back 39

informal communication

Front 40

___% of grapevine information is accurate

Back 40

75%

Front 41

____% of an oral message is derived from fascial expression and physical posture

Back 41

55%

Front 42

the emphasis someone gives to words or phrases

Back 42

verbal intonation

Front 43

putting yourself in the speaker's shoes--then you will interpret the message being spoken in teh wat the speaker intended

Back 43

empathy

Front 44

listen objectively without judgement

Back 44

acceptance

Front 45

Try not to ___________ while missing to remainder of what is being said

Back 45

formulate arguments

Front 46

do whatever is necessary to get the full intended meaning from the speaker's communication

Back 46

willingness to take responsibility for completeness