BUS 301 EXAM 3 QUESTIONS WITH VERIFIED
ANSWERS
In 2-3 sentences, describe the communication model (process). List the three (3)
important principles we can learn and should always remember from this model. -
Answers - The communication process is a model of how communication is given and
received from person to person. The process starts with a source, and is the encoded
through a channel, and then decoded by the receiver.
1. the words are not the message, they are the encoded message
- message- any thought, feeling, or idea
- miscommunication is caused by focusing on the words
2. no one is a perfect encoder, and no one is a perfect decoder, and it is okay
- should focus on trying our best, feedback loop
3. noise gets in the way
- physical noise: cars, phones, talking
- psychological/emotional noise: the trust level in the relationship, someone's personality
What is the general relationship between the length of time communicating with
someone and how that effects the effectiveness or ease of communication? - Answers -
Through repeated contact overtime, communication improves
List the three parts or components of communication and their relative importance (%s).
What implications does this have for certain modes of communicating (e.g., phone,
letters, e-mail)? - Answers - 1. Verbal: what is said, the words, 10% of the message
2. Vocal: how it is said, differentiated by rate, pitch, volume, 30-40% of the message
3. nonverbal: facial expressions, body posture, gestures, 50-60% of the message
How important is listening in communication? In general, how good are most people at
listening compared with sending messages? - Answers - Listening is very important,
listening allows us to demonstrate that we are paying attention to thoughts, feelings,
and behaviors.
What is the problem with assuming? What are the three things you should do about it
instead? (hint: It is one word, and all three are the same) - Answers - -When we
assume, we are 80% right
-Clarify, clarify, clarify
List three characteristics of managers' communication. - Answers - - Managers spend
70-80% of their time in communication
- Short and one way
Define "Filtering" in communication (as both a sender and as a receiver). Indicate a
reason or situation of why it would be both good and bad as a sender, and also why it
, would be good and bad as a receiver. - Answers - - Filtering is not allowing everything
to come through. As a sender it is good by not yelling, swearing, etc. if you are mad. It
can be bad as a sender because you may not be sending enough information.
- As a receiver, it can be good by just focusing on the message being said and not the
extra. A bad thing as a receiver could be not paying attention to the message.
Define the "Grapevine" in communication. List one way/reason it could be good and one
way it is bad. List the three sources where employees actually get their information
from, and the three they would like to get information from. What do these last three
have in common? - Answers - -Informal communication channels
-Good: The grapevine is usually accurate
-Bad: Error on sharing too much
Actually get:
1. immediate supervisor
2. Grapevine
3. Employee handbook
Would like to get:
1. Immediate supervisor
2. Small group meeting
3. Top executives
List the two main suggestions when communicating with your supervisor (when he/she
is giving you instructions or assignments). - Answers - - Ask clarifying questions
- Write it down
Define "the Mum Effect." What can organizations/supervisors do to guard against it? -
Answers - - The tendency to not share bad news
- Make sure that people know it is okay to share bad news and feel comfortable
How does time present a challenge? - Answers - Managers usually do not have enough
time to communicate fully
What is the bottom-line principle related to cultural differences between people
communicating that we should remember and manage? - Answers - Just because
people are speaking the same language it doesn't mean the words mean the same
thing from cultural differences
Explain the three recommendations for improving inter-personal communication
(communication between individuals) - Answers - - Often the quality of communication
is a reflection of the quality of relationship (if you want to improve communication, focus
on improving the relationship)
- Be accepting
- Improve your listening
Explain two suggestions for improving organizational-level communication
(communication out to a large group of people or among people throughout an
ANSWERS
In 2-3 sentences, describe the communication model (process). List the three (3)
important principles we can learn and should always remember from this model. -
Answers - The communication process is a model of how communication is given and
received from person to person. The process starts with a source, and is the encoded
through a channel, and then decoded by the receiver.
1. the words are not the message, they are the encoded message
- message- any thought, feeling, or idea
- miscommunication is caused by focusing on the words
2. no one is a perfect encoder, and no one is a perfect decoder, and it is okay
- should focus on trying our best, feedback loop
3. noise gets in the way
- physical noise: cars, phones, talking
- psychological/emotional noise: the trust level in the relationship, someone's personality
What is the general relationship between the length of time communicating with
someone and how that effects the effectiveness or ease of communication? - Answers -
Through repeated contact overtime, communication improves
List the three parts or components of communication and their relative importance (%s).
What implications does this have for certain modes of communicating (e.g., phone,
letters, e-mail)? - Answers - 1. Verbal: what is said, the words, 10% of the message
2. Vocal: how it is said, differentiated by rate, pitch, volume, 30-40% of the message
3. nonverbal: facial expressions, body posture, gestures, 50-60% of the message
How important is listening in communication? In general, how good are most people at
listening compared with sending messages? - Answers - Listening is very important,
listening allows us to demonstrate that we are paying attention to thoughts, feelings,
and behaviors.
What is the problem with assuming? What are the three things you should do about it
instead? (hint: It is one word, and all three are the same) - Answers - -When we
assume, we are 80% right
-Clarify, clarify, clarify
List three characteristics of managers' communication. - Answers - - Managers spend
70-80% of their time in communication
- Short and one way
Define "Filtering" in communication (as both a sender and as a receiver). Indicate a
reason or situation of why it would be both good and bad as a sender, and also why it
, would be good and bad as a receiver. - Answers - - Filtering is not allowing everything
to come through. As a sender it is good by not yelling, swearing, etc. if you are mad. It
can be bad as a sender because you may not be sending enough information.
- As a receiver, it can be good by just focusing on the message being said and not the
extra. A bad thing as a receiver could be not paying attention to the message.
Define the "Grapevine" in communication. List one way/reason it could be good and one
way it is bad. List the three sources where employees actually get their information
from, and the three they would like to get information from. What do these last three
have in common? - Answers - -Informal communication channels
-Good: The grapevine is usually accurate
-Bad: Error on sharing too much
Actually get:
1. immediate supervisor
2. Grapevine
3. Employee handbook
Would like to get:
1. Immediate supervisor
2. Small group meeting
3. Top executives
List the two main suggestions when communicating with your supervisor (when he/she
is giving you instructions or assignments). - Answers - - Ask clarifying questions
- Write it down
Define "the Mum Effect." What can organizations/supervisors do to guard against it? -
Answers - - The tendency to not share bad news
- Make sure that people know it is okay to share bad news and feel comfortable
How does time present a challenge? - Answers - Managers usually do not have enough
time to communicate fully
What is the bottom-line principle related to cultural differences between people
communicating that we should remember and manage? - Answers - Just because
people are speaking the same language it doesn't mean the words mean the same
thing from cultural differences
Explain the three recommendations for improving inter-personal communication
(communication between individuals) - Answers - - Often the quality of communication
is a reflection of the quality of relationship (if you want to improve communication, focus
on improving the relationship)
- Be accepting
- Improve your listening
Explain two suggestions for improving organizational-level communication
(communication out to a large group of people or among people throughout an
