Management 11
Terms
undefined, object
copy deck
- Feedback should be specific rather than ________
- general
- Managers can use the grapevine for ____________
- feedback
- Positive feedback is more readily and accurately perceived than _________
- negative feedback
- An employer might use the grapevine to ____________________________
- transmit information to key individuals who will pass it on
- Negative feedback should be used when its supported by ________
- hard data
- communication that addresses task-related issues and tends to follow the organization's authority chain.
- formal communication
- There should be a short time between teh behavior and teh _____________
- feedback
- __% of an oral message is derived from intonations "tone of voice"
- 38%
- Feedback should be ___________ and ___________
- impersonal and goal oriented
- Name three big facts about communication
-
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 - Make feedback ________
- well timed
- rumor mill where most employees first hear about leader's important changes
- grapevine
- Feedback should be directed toward behavior the reciever can _____________
- do something about
- not spoken, written, o transmitted on a computer
- nonverbal communication
- Have the listener ___________
- rephrase it for you
- makes people more open and self-expressive--saying what you mean without being rude or thoughtless
- Assertive training
- Indicate specifically what can be done to _________
- improve the situation
- Name four essential requirements for active listening
-
1- intensity
2-emoathy
3-acceptance
4-willingness to take responsibility for completeness - gestures, fascial configurations, and movement of the body
- body language
- ___% of an oral message is derived from actual words
- 7%
- Name three types of assertive listening
-
-Direct and unambiguous language
-Eye contact
-Serious tone
-Firm posture - Everything a supervisor does involves ______________
- communication
- getting inside a speaker's mind to understand the communication from the speakers point of view
- active listening
- Inproving communication effectiveness includes...(7 things)
-
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
- Effective communication and ___________ are not the same thing.
- agreement
- E-mail, voice mail, electronic paging, cell phones, video conferencing, etc.
- Electronic communication
- What might affect or hinder communication? (2 ways)
-
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 - tells whether a message has been received as intended
- feedback
- Three reasons to use written communication
-
-Provide better documentation
-Provide "a paper trail"
-Reduce ambiguity - the transference and understanding of meaning
- communication
- Three benefits of Electronic Communication
-
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 - for official, long-term inplications, highly complex communication
- Written communication
- People in different roles, then, have difficulty __________________
- communicating with one another
- turning out thousands of miscellaneous thoughts
- intensity
- behavior patterns that go with the positions individuals occupy in an organization
- roles
- People hear and see the world consistent with their __________________
- role requirements
- Name four assets of oral communication
-
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
- moves in any direction, skips authority levels, and is likely to satisfy social needs.
- informal communication
- ___% of grapevine information is accurate
- 75%
- ____% of an oral message is derived from fascial expression and physical posture
- 55%
- the emphasis someone gives to words or phrases
- verbal intonation
- putting yourself in the speaker's shoes--then you will interpret the message being spoken in teh wat the speaker intended
- empathy
- listen objectively without judgement
- acceptance
- Try not to ___________ while missing to remainder of what is being said
- formulate arguments
- do whatever is necessary to get the full intended meaning from the speaker's communication
- willingness to take responsibility for completeness