Managing Communication

In the model of the communication process, ____ occurs when a message is put into a written, verbal or symbolic form that can be recognised and understood by the receiver.

• encoding

• decoding

• transmission

• feedback

In the model of the communication process, ____ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

• encoding

• noise

• transmission

• feedback

Noise can occur when:

• the sender isn’t sure of what message to communicate

• the message is not decoded properly

• the message is not encoded properly

• all answers are correct

The three formal communication channels in organisations are categorised as:

• downward, horizontal and upward

• hierarchical, functional and organisational

• horizontal, vertical and grapevine

• upward, dyadic and downward

Which of the following statements about informal communication in organisations is true?

• The informal communication channel is also called the conduit.

• Informal communication channels are primarily developed as a way to handle management that is perceived as the enemy

• Information carried by informal communication channels is estimated to be 75 to 95 per cent accurate.

• The best management strategy to controlling informal communication is to withhold information they wish to keep from employees.

____ is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behaviour.

• Downward guidance

• Coaching

• Counselling

• Leading

____ is communication with someone about non-job-related issues that may be affecting or interfering with the person's performance.

• Coaching

• Leading

• Counselling

• Directing

Kinesics and paralanguage are two kinds of:

• communication channels

• perceptual errors

• verbal communication

• non-verbal communication

Written communication would be preferable to oral communication when:

• immediate feedback is needed

• messages are complex and ambiguous

• messages are emotion laden

• messages are very simple

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you have accurately heard what he or she said

• Hearing

• Dyadic communication

• Active listening

• Empathetic listening