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Learning Objectives:
3.1 Identify key management skills associated with effective communication.
3.2 Explain what causes interpersonal communications to fail.
3.3 Identify elements of communication that a manager must master and explain why they are
essential to effective communication.
3.4 Describe the principles of good oral and written communications.
3.5 Describe the factors that influence which communication method to use.
3.6 Suggest ways that a manager can improve communication with employees and with
superiors.
Quick answer key:
Question #
Multiple Choice
True/False
1
B
True
2
C
True
3
C
False
4
B
True
5
A
True
6
A
True
7
C
True
8
C
True
9
D
True
1
10
C
True
11
C
True
12
D
True
13
B
False
14
D
True
15
A
False
16
A
True
17
C
False
18
D
False
19
B
True
20
A
False
21
C
False
22
C
False
23
D
False
24
D
True
25
B
False
26
C
27
D
28
D
29
C
30
C
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Multiple Choice Questions:
1. Which are common uses of communication?
A)
B)
C)
D)
to inform, innovate, and instigate
to inform, instruct, and influence
to instruct, imitate, and innovate
to influence, instigate, and inform
Learning Objective 3.1
Answer - B
2. Which is a generic definition of communication?
A)
B)
C)
D)
a digital dialogue between two people over a network
the ability to bring other people to your way of thinking
the act of exchanging information
orders and instructions given to employees to obtain results
Learning Objective 3.1
Answer - C
3. Why is communicating effectively to employees an important management skill?
A)
B)
C)
D)
Managers must be able to keep superiors informed.
Managers must collaborate with other department heads.
Managers must be able to motivate people.
Managers must be able to report to external stakeholders.
Learning Objective 3.1
Answer - C
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4. Which statement about communication as a management skill is true?
A) Managers need to communicate direction to employees only until such time as
they are fully trained.
B) Through the effective use of persuasion, managers can influence
employees to support change or to embrace a new product or service.
C) Management communications have minimal effect on customer sales as
customers already know what they want.
D) The idea and viewpoints communicated by employees, suppliers, and customer
are relatively unimportant, since managers have all the power.
Learning Objective 3.1
Answer - B
5. What is the purpose of interpersonal communication?
A) To transmit verbal and non-verbal messages interactively between sender
and receiver.
B) To send information across a boundary by phone, Internet, etc…
C) To interpret non-verbal body language without speaking.
D) To respond to an e-mail message.
Learning Objective 3.2
Answer - A
6. Which can cause interpersonal communication to fail?
A)
B)
C)
D)
differences in the interpretation of body language
asking open ended questions
the use of active listening skills
communicating a message verbally and non-verbally
Learning Objective 3.2
Answer - A
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7. In which situation would verbal communication be the most appropriate choice of
communication method?
A)
B)
C)
D)
communicating routine information
communicating changes in company policies
dismissing an employee
communicating changes in staff positions
Learning Objective 3.5
Answer - C
8. What must a manager decide before starting to write a business document?
A)
B)
C)
D)
time frame, purpose, and reading level
audience, message, and length of document
purpose, audience, and main message
policy, purpose, and position
Learning Objective 3.4
Answer - C
9. Which is the first action a manager must take when preparing to engage in a difficult
conversation?
A)
B)
C)
D)
Be specific about the behavior or incident.
Respect the privacy of the employee involved.
Gather facts and set a goal for the conversation.
Address the situation properly.
Learning Objective 3.6
Answer - D
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10. Which is a principle of active listening?
A)
B)
C)
D)
know the employee’s intention
only listen if the employee is worth it
never anticipate what will be said
never interfere by asking questions
Learning Objective 3.6
Answer - C
11. Which of the following is not a cause of interpersonal communication failure?
A)
B)
C)
D)
semantics
poor listening habits
reacting to a message
emotions either preceding or during communication
Learning Objective 3.3
Answer - C
12. Successful managers are always seeking what type of feedback before continuing the
communication process?
A)
B)
C)
D)
verbal feedback
written feedback
nonverbal feedback
both verbal and nonverbal feedback
Learning Objective 3.1
Answer - D
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13. Semantics is the study of which of the following?
A)
B)
C)
D)
voice tones
words and symbols
listening
verbal and nonverbal communication
Learning Objective 3.3
Answer - B
14. In order to master verbal and written communication, managers must be able to do all of
the following except?
A)
B)
C)
D)
identify the audience
develop good listening skills
understand importance of feedback
be able to read the mind of the sender
Learning Objective 3.5
Answer - D
15. Which of the following is NOT an advantage of using email as a form of business
communication?
A)
B)
C)
D)
it lets people spend more time sending messages
it saves time
it provides written records of communications
it enables communication among individuals who might not communicate
otherwise
Learning Objective 3.5
Answer - A
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16. Which of the following is NOT true about the use of social media in a business
environment?
A) Social media make it more difficult for unhappy customers to tell others
about their negative experiences.
B) Social media have brought a whole new meaning to keeping in touch at work.
C) Social media sites allow consumers to tell each other everything about
everything.
D) Social media make it easier for happy customers to tell the world about their
positive experiences.
Learning Objective 3.5
Answer - A
17. Which of the following best defines the act of exchanging information?
A)
B)
C)
D)
e-mail
social media
communication
assimilation
Learning Objective 3.1
Answer - C
18. Communication can be used to accomplish which of the following?
A)
B)
C)
D)
inform and command other people
instruct and assess other people
influence and persuade other people
all the above
Learning Objective 3.1
Answer - D
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19. Which of the following best defines the process between individuals that involves
sending and receiving verbal and nonverbal messages?
A)
B)
C)
D)
mass communication
interpersonal communication
collaborative communication
inactive communication
Learning Objective 3.3
Answer - B
20.Which of the following is a frequent cause of interpersonal communication failure?
A)
B)
C)
D)
semantics
agreeing to disagree
failure to connect the dots
interpersonal communication does not fail
Learning Objective 3.3
Answer - A
21. Which of the following best defines the study of the meaning of words and symbols?
A)
B)
C)
D)
wordsmithing
symbology
semantics
thesaurianism
Learning Objective 3.3
Answer - C
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22. Which of the following best defines the mental and sensory processes an individual uses
in interpreting information he or she receives?
A)
B)
C)
D)
communication
sensory communication
perception
semantics
Learning Objective 3.3
Answer - C
23. Which of the following best identifies what a manager must do in order to communicate
successfully?
A)
B)
C)
D)
identify the audience
develop good listening skills
understand the importance of nonverbal communication
all the above
Learning Objective 3.1
Answer - D
24. What do good listening skills enable managers to accomplish?
A)
B)
C)
D)
absorb the information they need
solve problems
convince people of their views
all the above
Learning Objective 3.4
Answer - D
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25. Which of the following best defines the flow of information from the receiver to the
sender?
A)
B)
C)
D)
reverse communication
feedback
semantics
communication process
Learning Objective 3.1
Answer - B
26. The three basic principles of good business writing include which of the following?
A) Write using a sophisticated style.
B) Always use a formal tone, regardless of whether you are writing an email or a
business document.
C) Proofread the document.
D) All of these are principles of good writing.
Learning Objective 3.5
Answer - C
27. In business, what is the most frequently used form of communication?
A)
B)
C)
D)
using email
using written documents that are then mailed
using written documents within the company
oral communication
Learning Objective 3.5
Answer - D
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28. Managers use their oral communication skills to do which of the following?
A)
B)
C)
D)
give clear instructions
motivate their staffs
persuade other people
do all of these
Learning Objective 3.5
Answer - D
29. Which of the following communication methods saves time, eliminates wasted effort,
provides written records of communication with formality of memos, and enables
communication among individuals who might not communicate otherwise?
A)
B)
C)
D)
Internet
social media
e-mail
text-messaging
Learning Objective 3.5
Answer - C
30.Which of the following identifies the five basic suggestions to active listening?
A) don’t fail to make assumptions, don’t interrupt, don’t guess about intentions, don’t
react too quickly, and don’t exhibit bad behavior
B) don’t assuming anything, don’t interrupt, don’t guess about intentions, don’t fail to
react quickly, and don’t exhibit bad behavior
C) don’t assuming anything, don’t interrupt, don’t guess about intentions,
don’t react too quickly, and don’t exhibit bad behavior
D) don’t fail to make assumptions, don’t interrupt, don’t guess about intentions, don’t
fail to react quickly, and don’t exhibit bad behavior
Learning Objective 3.3
Answer – C
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True/false Questions:
1. Communication is the act of exchanging information.
Learning Objective 3.1
Answer - True
2. One of the reasons that communication is an important management skill is that
managers must be able to motivate people.
Learning Objective 3.1
Answer – True
3. Communication can be used to inform, command, and instruct other people.
Learning Objective 3.1
Answer – True
4. Communication can be used to assess, influence, and persuade other people.
Learning Objective 3.1
Answer – True
5. Interpersonal communication is a process that involves only sending verbal and nonverbal messages.
Learning Objective 3.2
Answer – True
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6. Interpersonal communication is a dynamic and interactive process.
Learning Objective 3.2
Answer – True
7. In interpersonal communication, an event or a condition generates information that the
sender wished to share with another person, thus creating the need to communicate.
Learning Objective 3.2
Answer – True
8. Semantics is the science or study of the meanings of words and symbols.
Learning Objective 3.3
Answer – True
9. Perception is the science or study of communication.
Learning Objective 3.3
Answer – False
10. One step is learning to listen actively is to note the speaker’s tone, as well as his or her
body language.
Learning Objective 3.3
Answer – True
11. To communicate effectively, managers must be able to write clearly, concisely, and
persuasively.
Learning Objective 3.4
Answer – True
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12. One of the principles of good writing is to proofread the document.
Learning Objective 3.4
Answer – True
13. Most business communication is done in writing.
Learning Objective 3.4
Answer – False
14. Most oral communication is informal.
Learning Objective 3.4
Answer – True
15. Sensitive communications, such as reprimanding or dismissing an employee are best
done via email.
Learning Objective 3.5
Answer – False
16. Written communication is most appropriate for communicating routine information, such
as changes in company policies or staff.
Learning Objective 3.5
Answer – True
17. Mastering written communication skills over verbal communication skills is critical for
successful managers.
Learning Objective 3.5
Answer – False
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18. Effective communications is not related to the manager’s use of his or her time.
Learning Objective 3.1
Answer – False
19. Good listening skills enable managers to absorb the information they need, recognize
problems, and understand other people’s viewpoints.
Learning Objective 3.3
Answer – True
20.The first step in learning to listen actively is to respond to the speaker with appropriate
comments.
Learning Objective 3.3
Answer – False
21. Feedback is used to inform the sender whether the receiver has received the correct
message. One effective way to do this is to ask the person directly if he or she
understands the message.
Learning Objective 3.1
Answer – False
22. While non-verbal communication is an important supplement to verbal communication, it
will never change the meaning of the verbal communication.
Learning Objective 3.5
Answer – False
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23. Sarah has been late for work on an off over the last month. Finally her manager felt she
had to tell Sarah it was not acceptable to continue being late. The best way for the
manager to relay this information to Sarah is by email so that the manager would have
record of it.
Learning Objective 3.5
Answer – False
24. Each year one company needs to communicate the list of paid vacation to all
employees. Which the list has not changed over the past several years, the managers
feel it is important to notify everyone. The best way for the notification to occur is in
written form.
Learning Objective 3.5
Answer – True
25. Managers have more ways to communicate with their employees and customers than
ever before. With all this new technology, managers are doing a sufficient job with what
are considered basic communication skills.
Learning Objective 3.4
Answer – False
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Short Answer questions:
1. Explain why communicating effectively is an important management skill.
Answer – Communicating effectively is an important management skill for several reasons:
(1) Managers must give direction to the people who work for them. (2) Managers must be
able to motivate people. (3) Managers must be able to convince customers that they should
do business with them. (4) Managers must be able to absorb the ideas of others. (5)
Managers must be able to persuade other people.
2. List the reasons why interpersonal communication may fail.
Answer – Some causes of interpersonal communication failure are conflicting or
inappropriate assumptions, different interpretations of the meanings of words (semantics),
differences in perception, emotions either preceding or during communication, poor listening
habits, inadequate communication skills, insufficient feedback, and differences in the
interpretations of non-verbal communications.
3. List the questions that managers need to answer in order to communicate effectively
with their audiences.
Answer – What does the audience already know? What does it want to know? What is its
capacity for absorbing information? What does it hope to gain by listening? Is it hoping to be
motivated? Informed? Convinced? Is the audience friendly or hostile?
4. Describe the steps in learning to listen actively.
Answer – Learning to listen actively involves the following steps: (1) Identify the speaker’s
purpose. What is the speaker trying to achieve? Why is the speaker speaking? (2) Identify
the speaker’s main ideas. Which of the points are the key points? Which points need to be
addressed by the listener? (3) Note the speaker’s tone as well as his or her body language.
Is the speaker angry, nervous, or confident? (4) Respond to the speaker with appropriate
comments, questions, and body language. Use facial expressions and body language to
express the emotions you want to express. Establish eye contact, sit up straight, and lean
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towards the speaker to show interests. Ask a question or make a comment from time to time
to show that you are listening attentively.
5. What are the three basic principles of good business writing?
Answer – (1) Write as simply and clearly as possible. Avoid writing in a way that is difficult
to understand. (2) Be sure that the content and tone of the document are appropriate for the
audience. Do not waste the reader’s time communicating information he/she already knows.
However do not assume they are familiar with the topic as you are. Always use a polite tone,
especially when writing to customers. (3) Proofread the document. If you are using a
computer, use the spell-check function. If you are not using a computer, use a dictionary to
check the spelling of words you do not know. Always read the document for incorrect
grammar or usage.
6. List the rules of thumb for developing oral communication skills.
Answer – (1) make emotional contact with listeners by addressing them by name where
possible. (2) Avoid speaking in a monotone. (3) Be enthusiastic and project a positive
outlook. (4) Avoid interrupting others. (5) Always be cautious. (6) Avoid empty sounds or
words, such as “uh,” “um,” “like,” and “you know.”
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