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46 Cards in this Set
- Front
- Back
Feedback should be specific rather than ________
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general
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Managers can use the grapevine for ____________
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feedback
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Positive feedback is more readily and accurately perceived than _________
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negative feedback
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An employer might use the grapevine to ____________________________
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transmit information to key individuals who will pass it on
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Negative feedback should be used when its supported by ________
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hard data
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communication that addresses task-related issues and tends to follow the organization's authority chain.
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formal communication
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There should be a short time between teh behavior and teh _____________
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feedback
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__% of an oral message is derived from intonations "tone of voice"
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38%
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Feedback should be ___________ and ___________
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impersonal and goal oriented
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Name three big facts about communication
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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 |
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Make feedback ________
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well timed
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rumor mill where most employees first hear about leader's important changes
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grapevine
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Feedback should be directed toward behavior the reciever can _____________
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do something about
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not spoken, written, o transmitted on a computer
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nonverbal communication
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Have the listener ___________
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rephrase it for you
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makes people more open and self-expressive--saying what you mean without being rude or thoughtless
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Assertive training
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Indicate specifically what can be done to _________
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improve the situation
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Name four essential requirements for active listening
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1- intensity
2-emoathy 3-acceptance 4-willingness to take responsibility for completeness |
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gestures, fascial configurations, and movement of the body
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body language
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gestures, fascial configurations, and movement of the body
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body language
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___% of an oral message is derived from actual words
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7%
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Name three types of assertive listening
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-Direct and unambiguous language
-Eye contact -Serious tone -Firm posture |
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Everything a supervisor does involves ______________
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communication
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getting inside a speaker's mind to understand the communication from the speakers point of view
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active listening
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Inproving communication effectiveness includes...(7 things)
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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 |
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Effective communication and ___________ are not the same thing.
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agreement
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E-mail, voice mail, electronic paging, cell phones, video conferencing, etc.
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Electronic communication
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What might affect or hinder communication? (2 ways)
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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 |
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tells whether a message has been received as intended
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feedback
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Three reasons to use written communication
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-Provide better documentation
-Provide "a paper trail" -Reduce ambiguity |
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the transference and understanding of meaning
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communication
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Three benefits of Electronic Communication
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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 |
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for official, long-term inplications, highly complex communication
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Written communication
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People in different roles, then, have difficulty __________________
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communicating with one another
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turning out thousands of miscellaneous thoughts
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intensity
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behavior patterns that go with the positions individuals occupy in an organization
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roles
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People hear and see the world consistent with their __________________
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role requirements
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Name four assets of oral communication
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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 |
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moves in any direction, skips authority levels, and is likely to satisfy social needs.
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informal communication
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___% of grapevine information is accurate
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75%
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____% of an oral message is derived from fascial expression and physical posture
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55%
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the emphasis someone gives to words or phrases
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verbal intonation
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putting yourself in the speaker's shoes--then you will interpret the message being spoken in teh wat the speaker intended
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empathy
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listen objectively without judgement
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acceptance
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Try not to ___________ while missing to remainder of what is being said
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formulate arguments
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do whatever is necessary to get the full intended meaning from the speaker's communication
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willingness to take responsibility for completeness
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