question

The Department of Labor has identified that serving clients is an ____________ skill necessary for successful functioning in the workplace.

answer

Interpersonal Communication

question

The evoking of a shared or common meaning in another person is called_________?

answer

Communication

question

The element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the __________.

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Message

question

The window through which we interact with people and influences the quality, accuracy, and clarity of the communication is ____________.

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The Perceptual Screen

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When a supervisor sends a message to his/her employees who comprise a diverse work group, both parties to the message should be sensitive to ______________

answer

Perceptual Screens

question

A communication medium that is moderate in both _________ and _________ is electronic mail.

answer

information richness and data capacity

question

As a supervisor, you decide you need to communicate with several of your employees about below standard or unsatisfactory work. The best way to send your message would be a _____________ followed by a ____________.

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written memo / face-to-face meeting

question

___________ in a communication message refers to the ability of the medium to convey the meaning.

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Richness

question

If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to make __________.

answer

Affirming Contact

question

Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue is one of the purposes of ______________

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Silence

question

_________ listening more strongly emphasizes the role of the listener rather than the communicator.

answer

Reflective

question

Elements of reflective listening include:

answer

Affirming Contact, Clarifying the Implicit, and Silence

question

A software engineer discovered a major problem and is building for a difficult customer. The supervisor listens to the engineer as they talk through the problem. The supervisor would be _________ of the engineer by saying, "I hear that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him"

answer

Reflecting the Core Feelings

question

Which is more efficient...One-Way or Two-way Communication?

answer

One-Way Communication

question

In a study of manager's communication skills and performance, higher performing managers are ________ and _________ Communicators than lower performing managers.

answer

Better and Less Apprehensive

question

As a supervisor in an emergency situation, you should be _______ and _______.

answer

Direct and Assertive

question

A barrier to effective communication is _________.

answer

Status Difference

question

A main method to overcome _________ as a barrier to communication is to increase the use of face-to-face communication

answer

Physical Separation

question

The use of new information technologies reduces __________ as a barrier to communication because it encourages the formation of non hierarchical working relationships.

answer

Status Differences(Status differences is related to organizational hierarchy)

question

The FAME Model of leadership communication is based on the message characteristics of:

answer

F-Focus, A-Articulate, M-Model, E-Engage

question

Encouraging men and women to interact the same way should NOT be used by a supervisor to reduce ______________.

answer

Communication Barriers

question

An effective method to reduce/overcome barriers to communication due to __________ is to seek clarification meaning.

answer

Gender Differences

question

Assertive but accurate message sending is NOT considered a result or outcome of ___________.

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Defensive Communication

question

The 4 basic rules Catherine Crier uses to prevent defensive communication

answer

1. Define the situation, 2. Clarify the person's position, 3. Acknowledge the person's feelings, 4. Bring the focus back to the facts

question

Defensive communication can lead to _______ working relationships.

answer

Strained

question

A supervisor loudly criticizes an employee in front of several employees. Later, it is learned the employee did not make a mistake. The supervisor's communication is an example of ____________.

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Dominant Defensiveness

question

_________ communication and behavior frequently end up as dominant defensive behavior.

answer

Passive-Aggressive

question

A manager comments to her secretary, "How come Nancy is always hard to find when there is a deadline? She is such a loafer" this is an example of__________.

answer

Labeling

question

One type of defensive tactic where an individual attempts to manipulate and control others is called a ________.

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Power Play

question

Characteristics of Non Defensive communication and behavior:

answer

Centered, Assertive, Controlled, Informative, Realistic, Honest (Acting Evasively is not a characteristic of Non Defensive Communication and Behavior)

question

"I received the report from Dan yesterday and have briefly reviewed it. It looks good but I need to talk to him about one recommendation before I approve it," This is an example of ___________.

answer

Non Defensive Communication

question

As much as 65-90% of the substance or content of a message sent in person can be through _______________.

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Non Verbal Communication

question

65-90% of the meaning in a message can be conveyed by _______________.

answer

Non Verbal Communication

question

_________Communication (55% of message) can only be utilized in communication situations involving face-to-face communication such as in a committee meeting or staff meeting.

answer

Non Verbal

question

Friends typically interact within the _________ zone.

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Personal

question

Persons from other countries prefer to interact (in face-to-face situations) at an _________ distance.

answer

Intimate

question

___________ generally do NOT like to communicate with one another within their intimate distance.

answer

Americans

question

The study of an individual's perception and use of space, including territorial space.

answer

Proxemics

question

Seating arrangements and dynamics can be examined in a __________ study.

answer

Proxemics

question

A seating arrangement where the party is across the corner of your desk or where you will be at a right angle facilitates ________ &; _______ communication.

answer

Direct and Open

question

In non verbal communication, the study of body movements, including posture.

answer

Kinesics

question

Positive, healthy communication is achieved when:

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There is a balance between the head and the heart, a person displays positive emotional competence, a person has a healthy conversation between thoughts and feelings, working together is taken for its interpersonal and intrapersonal meaning

question

At the core of personal integrity as displayed by executives is ____________ communication.

answer

Healthy

question

Personal integrity in positive, healthy communication is achieved through _________.

answer

Emotional Competence

question

____________ communication has high to moderate data capacity and moderate to low information richness compared to other communication media.

answer

Written

question

Regarding Communication Technologies:

answer

Computer-mediated communication is impersonal in nature, Communication technologies equalize participation, Communication technologies encourage polyphasic activity, (However, Communication Technologies do NOT create significant disparities in participation levels of persons within the group)

question

Many of the communications technologies significantly ________ or ____________ non verbal forms of communication.

answer

Limit or Eliminate

question

The use of new technologies encourage ____________ activity.

answer

Polyphasic

question

___________ is known as doing more than one thing at a time.

answer

Polyphasic Activity

question

Work groups place a strong emphasis on __________.

answer

Shared Leadership

question

A Collection of two or more persons with common interests or objectives

answer

A Group

question

A small number if people with complementary skills who are committed to a common goal for which they are mutually accountable.

answer

A Work Team

question

Groups emphasize individual leadership, exclusive work products, and personal accountability, but do not share ____________.

answer

Collective Work Products

question

A characteristic of a ___________ group is when people in the group can express both their feelings and their thoughts.

answer

Well-functioning

question

Teams are appropriate where the knowledge and talent of workers are dispersed across members are require _________.

answer

Integration

question

A _________ team environment is one where individuals are encouraged to come up with new initiatives.

answer

Beneficial

question

The 2 sets of social benefits available to team or group members:

answer

1. Psychological Intimacy, 2. Integrated Involvement

question

Integrated involvement as a social benefit of group or team membership include _____________.

answer

The Opportunity for Influence

question

The standards that a work group uses to evaluate the behavior of its members.

answer

Norms of Behavior

question

The behavioral norms expected within the work groups and considered to be among the important from the organization's perspective.

answer

Organizational Culture and Credos

question

Cohesion within a group can:

answer

1. Enhance job satisfaction for members, 2. Enhance Organizational Productivity, 3. Able to control and manage their membership better than work groups which are low in cohesion

question

Social Loafing is usually _________ detrimental to the group and may cause interpersonal conflict within the group emphasizing task functions.

answer

Detrimental

question

A method for countering Social Loafing:

answer

A Formal Evaluation of Member Contributions

question

People may engage in immoral acts or even violent behavior as committed by members of their group when there is ______________.

answer

Loss of Individuality

question

1. Consensus decision making, 2. Shared leadership, 3. Open discussion, 4. Free exchange of information concerning problems confronting the group. All are characteristics of _________?

answer

Positive Norms of Behavior within a Group

question

One of the contributing factors to the violent and aggressive acts that led to the riot that destroyed Los Angeles following the Rodney King verdict.

answer

Loss of Individuality

question

According to the Group Development Model, a group addresses:

answer

Interpersonal issues, Task issues, Authority issues

question

According to the Group Development Model, 3 interpersonal issues are:

answer

Trust, Personal Comfort, Security

question

The set of issues that need to be addressed as part of a group's authority issues:

answer

Who is in charge, How the group manages power and influence, Who has the right to tell whom what to do

question

Project teams, a council of department heads, and an executive committee are examples of _____________ group in a work setting.

answer

Formal or deliberately designed work group

question

An emergent group is known as ________.

answer

An Informal Group

question

The defining characteristic of the forming stage of group development is that group members are dependent on ________ and _______.

answer

Guidance and Direction

question

In the forming stage of group development, the team members feel they are __________ for further progression in group development to occur.

answer

Part of the Team

question

The leader needs to adopt a coaching style due to team challenges in what stage of Group Development?

answer

Storming Stage

question

The leader's role is primarily one of recognition of the group's achievements is in what stage of Group Development?

answer

The Adjourning Stage

question

In the ____________ model of group development...Groups or teams: 1. experience relational conflict at different times and different contexts, 2. do not necessarily progress linearly from one stage to another in sequential steps/stages, 3. alternate between periods of inertia and progress toward goals with burst of energy.

answer

The Punctuated Equilibrium Development Model

question

The notion that groups alternate between periods of inertia and bursts of energy as they develop is most consistent with ___________.

answer

Punctuated Equilibrium

question

The development of group cohesiveness is negatively influenced by ____________.

answer

Internal Competition

question

The set of authority and task relations among group members

answer

Status Structure

question

An effective team exhibits _______________.

answer

Shared Leadership

question

Harmonizing conflicts, following other's leads, and setting standards are ____________ functions of a group

answer

Maintenance

question

_______ functions relate to a group's efforts to complete an assignment include seeking information, coordinating activities, and testing ideas

answer

Task

question

As member of a quality circle, you frequently check with other members to make sure all are focused on the same problem and that everyone has opportunities to contribute. You are performing the group maintenance function of ____________ communication.

answer

Gateway

question

__________ activities are considered a maintenance function

answer

Tension reduction

question

Work team effectiveness in the new team environment requires attention by management to both _________ & ; ____________.

answer

Team Structure &; Team Process

question

The ________role in team is usually occupied by someone who provides data and necessary information for problem solutions.

answer

Contributor

question

An important role in the performance of cross-functional teams is ______________.

answer

The Integrator

question

Cooperative rewards in work teams will have the most effective impact on ______________.

answer

Accuracy of Performance

question

Which of the following is NOT considered important work process issues, Diversity, Creativity, Role Specification, or Dissimilarity?

answer

Role Specification

question

"Value dissimilarity is negatively related to team involvement" is a statement that most accurately affects the ______________ on teams and team members

answer

Impact of Dissimilarity

question

Some experts believe that only individuals within a team can be creative, but a professor suggests that team creativity can be achieved. Which would NOT be an example of enhancing team creativity? Building a playground, having a diverse team, facilitating training, or encouraging conformity?

answer

Encouraging Conformity

question

A team-oriented work environment places emphasis on _________ and____________.

answer

Empowerment and Collaboration

question

The ability to work together, possessing empowerment skills, and having process skills are the foundation for ____________ teamwork.

answer

Successful

question

Self-managed teams are sometimes called ____________ work groups.

answer

Autonomous

question

Hambrick and Fukutomi's research on CEO tenure found that the second stage of tenure involved ______________.

answer

Experimentation

question

This theory argues that characteristics of the top management teams can predict organizational characteristics.

answer

Upper Echelon Theory

question

For successful chief executive officers, their peak performance years are usually after ___________ to __________ years

answer

5 to 7

question

A devil's advocate in the top management who challenges the thinking of the CEO and other top executives

answer

A "Wild Turkey"

Chapter 8 and 9 (Brian O’Connell) – Flashcards

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