Northwestern B-02 Study Guide

  1. The evoking of a shared or common meaning in another person is called _________
  2. The element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the __________.
  3. _ _____ ____ is the window through which we interact with people and influence the quality, accuracy, and clarity of the communication.
    A perceptual screen
  4. When a supervisor sends a message to a diverse workgroup, both parties should be sensitive to __ ____ _____
    A perceptual screen
  5. Reflective listening does not
    Emphasize more strongly the role of the communicator
  6. All of the following are included in reflective listening
    • Affirming contact
    • Clarifying the implicit
    • Silence
  7. Use _____ _____ if one of your employees is expressing thoughts and feelings about a problem, especially if exhibiting discomfort or anxiety.
    Affirming contact
  8. Information overload for employees can result from
    A failure to filter and disseminate information selectively
  9. A barrier to effective communication is ______ _______
    status differences
  10. - Minimizing jargon and technical language
    - Encouraging formation of non-hierarchical working relationships
    - Providing cross-cultural training

    All of these can be used to ______ _______
    Overcome barriers
  11. The use of information technologies reduces status differences as a barrier to communication because
    It encourages the formation of a non-hierarchical working relationship
  12. Richness in a communication message refers to
    The ability of the medium to convey the meaning
  13. ______ ________ has a high data capacity but a low information richness
    Written communication
  14. A main method in overcoming physical separation as a barrier to communication is ___ ___-__-___ ________
    more face-to-face communication
  15. ________ are a communication medium moderate in both richness and data capacity
  16. Studies show that emails or computer mediated communication, can result in an increase of _______
  17. Emails encourage
    • Flaming
    • Decreasing speed of group decisions
    • Overloading of information
  18. The use of new technologies encourages _______
  19. Polyphasic activity is
    Doing multiple things at one time
  20. Defensive communication can lead to
    Strained working relationships
  21. A result or outcome of defensive communication is
    • Increased non-working time
    • Retaliation
    • Aggression and abuse
  22. A sergeant referring to one of their officers as a loafer because they are never around when paper needs to be written is an example of ______
  23. Catherine Crier (News Anchor) has four basic rules to prevent defensive communication. What are they?
    • Define the situation
    • Clarify the person's position
    • Acknowledge the person's feelings
    • Bring the focus back to the facts
  24. A defensive tactic where an individual attempts to manipulate and control others is __ _____ _____
    A power play
  25. Characteristics of non-defensive communication and behavior is _____, _____, _____
    • Informative
    • Realistic
    • Controlled
  26. As much as 65% to 90% of the content of a message sent is through ______ _______
    Nonverbal communication
  27. Many of today's communication technologies limit or eliminate __________ forms of communication.
  28. In nonverbal communication, the study of body movements is called ________
  29. The best way to determine if someone is lying is to look for _______
    Inconsistencies in nonverbal cues
  30. The study of an individual's perception, seating arrangements, and use of space is called _____
  31. Friends typically interact within the _____ _____ _____
    Personal distance zone
  32. ______ is an important method for determining if a message has been received and understood
  33. ______ _______ is a strong emphasis by work groups and effective teams
    Shared leadership
  34. _______ requires skills in communication and listening, negotiating, and cooperative and helping others
  35. ____ ____ is a small number of people who are committed to a common mission, performance goals, and approach for which they hold themselves mutually accountable
    Work team
  36. An emergent group is known as an _______
    informal group
  37. Autonomous work groups are also known as ___-____ ______
    self-managed teams
  38. According to the group development model, the following issues need to be addressed
    • Interpersonal
    • Task
    • Authority
  39. According to the group development model, the following issues need to be addressed as part of the groups authority issues
    • Who is in charge
    • Management of power and influence
    • Who has the right to tell whom to do what
  40. A characteristic of a well-functioning group is
    People express both their feelings and their thoughts
  41. Dependence on guidance and direction is what stage of group development
  42. ______ requires team members to feel they are part of the team for further progression in group development
  43. _____ requires team leaders to adopt a coaching style due to team challenges
  44. _____ ______ negativity influences group cohesiveness
    Internal competition
  45. Cooperative rewards in work teams will impact _____ __ ______
    Accuracy of performance
  46. ________, ___________, __________ all relate to a group's efforts to complete an assignment
    • Seeking information
    • Coordinating activities
    • Testing ideas
  47. The contributor role in a team is usually occupied by someone who
    Provides data and necessary information for problem solutions
  48. __________ requires team leaders primary role to be one of recognition
  49. ______ ______

    - Teams don't always follow forming, storming, norming, and performing model
    - Teams experience conflict at different times and in different contexts
    - Groups don't always progress from one state to another
    - Groups alternate between periods of inertia and progress with bursts of energy
    Punctuated equilibrium
  50. ___, ____ _____, _____ are interpersonal issues that need to be addressed according to the group development model
    • Trust
    • Personal comfort
    • Security
  51. Characteristics of top management can predict organizational characteristics according to the _____ ____ _____
    Upper Echelon Theory
  52. _____ _______ defines a member of a quality circle who makes sure everyone is focused on the same problem and all have an opportunity to contribute
    Gatekeeping communication
  53. ____ _____ is a term used to describe a devil's advocate who challenges the thinking of the CEO and other top executives
    Wild turkey
  54. The standards that a work group uses to evaluate the behavior of its members are called ____ __ _____
    Norms of behavior
  55. The behavior norms expected within work groups and considered the most important from the organization's perspective are known as _____ ____ __ _____
    Organizational culture and credo's
  56. Consensus decision making, shared leadership, open discussion of information concerning problems confronting the group is _____ ___ __ _____ ____ _ ____
    Positive norms of behavior within a group
Card Set
Northwestern B-02 Study Guide
B-02 study guide