Foundations of Management Ch 14 - Communication

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Foundations of Management Ch 14 - Communication
2013-02-21 15:19:39
communication final

Communication and Interpersonal Skills
Show Answers:

  1. What is communication?
    It's the process of sending and receiving symbols with meanings attached.
  2. What is effective communication?
    It's when the intended meaning of the source and the perceived meaning of the receiver are identical
  3. What is the main trait of effective communication?
    It occurs at minimum cost
  4. What is noise?
    Anything that interferes with communication effectiveness
  5. What is a communication channel?
    The medium through which a message is sent
  6. Where does nonverbal communication take place?
    It takes place through gestures and body language
  7. How does a mixed message come about?
    When words communicate one message while actions body language, or appearance communicate something else.
  8. What is filtering?
    The intentional distortion of information to make it appear most favorable to the recipient
  9. What is perception?
    The process through which people receive, organize, and interpret information from the environment.
  10. What is a stereotype?
    It's when attributes commonly associated with a group are assigned to an individual
  11. What is the halo effect?
    One attribute is used to develop an overall impression of a person or situation
  12. What is selective perception?
    The tendency to define problems from one's own point of view
  13. What is projection?
    Assigning personal attributes to other individuals
  14. What benefit is gained from active listening?
    This helps the source of a message say what he or she really means
  15. What is feedback?
    It's the process of telling someone else how you feel about something that person did or said
  16. How should someone give feedback?
    • Use feelings
    • Be specific
    • Pick the right time
    • Make sure the receiver can actually do something about it
    • Give in small doses
  17. What is management by wandering around (MBWA)?
    Workers at all levels talk with bosses about a variety of work-related matters
  18. What is 360 degree feedback?
    It involves upward appraisals from subordinates as well as additional feedback from peers, internal and external customers, and higher managers
  19. What is proxemics?
    The use of interpersonal space
  20. What is ethnocentrism?
    the tendency to consider one's culture superior to others
  21. What is a conflict?
    A disagreement over issues of substance and/or an emotional antagonism
  22. What is conflict resolution?
    The removal of substantial and/or emotional reasons for a conflict
  23. What is avoidance?
    Pretending the conflict doesn't exist
  24. What is accommodation?
    Playing down differences to avoid conflict
  25. What is competition/
    The use of force or superior skill to "win" a conflict
  26. What is a compromise?
    When each party gives up something of value to the other
  27. What is collaboration?
    Involves working out differences and solving problems so everyone wins
  28. What is negotiation?
    The process of making joint decisions when the parties involved have difference preferences
  29. What is distributive negotiation?
    This focuses on win-lose claims made by each party.
  30. What is principled negotiation?
    When a negotiation focuses on a win-win orientation to reach solutions acceptable to each party
  31. What is mediation?
    What a neutral third party tries to improve communication between negotiating parties.
  32. What is arbitration?
    When a neutral third party, the arbitrator, who acts as a "judge", issues a binding decision.