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human communication
Human Communication 4th Edition Judy Pearson, Paul Nelson, Scott Titsworth, Lynn Harter - Solutions
Constructively challenges existing processes and procedures in order to improve output.
Shows personal flexibility and an ability to adapt quickly to changing business conditions.Achieving results
Helps others to recognize the need to change and adapt.
Listens to concerns of stakeholders and helps the team to overcome issues/fears when going through any changes.
Explains the need for change, clearly communicating benefits to the company and impact on the individual.
Demonstrates a real belief and passion for change.
When dealing with the customer, balances the business objectives with the demands of the customer.119 LEADERSHIP DEVELOPMENT Managing change
Understands the financial drivers of the business and communicates them effectively.
Takes an overview of the whole business into account when making decisions about their area of the business.
Seeks out opportunities and innovative ways of meeting customer requirements while building profitability.
Considers the impact on internal and external customers in every decision made.
Keeps up-to-date with market trends and drivers, recognizing changing commercial pressures.Customer and commercial focus
Constantly strives to introduce improved ways of working and encourage best practice within their function.
Benchmarks the company’s activities and skills with other companies both within the group and externally.
Actively increases the company’s market knowledge through attending industry forums and sharing learning.
Takes responsibility for turning plans into actions, with a focus on achieving results.Best practice and innovation
Effectively articulates the company vision in a clear manner and sees the ‘big picture’.
Demonstrates a strong grasp of the implications of performance of each function on other functions within the business.
Demonstrates a passion for the business and a determination to succeed.
Clearly communicates the importance of alignment of employees to achieve the company’s goals.
What could you do?
c Why do people terminate relationships? Hurtful messages, deceptive communication, and aggressiveness may have a destructive effect on interpersonal relationships.
People can achieve satisfying relationships.
Although some aspects of maintenance seem to generalize across most relationships, co-cultural differences affect our maintenance behaviors.
Other factors include proximity, responsiveness, complementarity, and social exchange.Summary Aggressiveness Androgynous Argumentativeness Attractiveness Bargaining Behavioral fl exibility Complementarity Complementary relationships Compliance-gaining Compliance-resisting Contradictions Deceptive
Attraction and similarity are important.
c Interpersonal communication is the process of using messages to generate meaning between at least two people in a situation that allows mutual opportunities for both speaking and listening.c Interpersonal relationships provide one context in which people communicate with each other. Interpersonal
9. Name four essential interpersonal communication behaviors.
8. List some motivations for terminating relationships.
7. Reveal ways to maintain positive relationships over time.
6. Identify some of the reasons people begin relationships.
4. Explain the importance of friendships.
3. Describe the dark side of interpersonal relationships.
2. Explain the importance of interpersonal relationships.
1. Defi ne interpersonal relationships and interpersonal communication.
2. Which of the verbal and nonverbal communication skills do you make use of in your conversations? Which of them do others use when conversing with you? Are there any that you like or dislike more than others in either situation?
10. The ability to locate, evaluate, and effectively use information is an important trait known asa. critical thinkingb. information literacyc. hearingd. selective attention
6. Which gender tends to listen in order to solve problems, is less attentive to nonverbal cues, and interrupts to switch topics?a. menb. womenc. both gendersd. neither gender
5. If you are thinking about what happened last weekend at college while listening to your mom on the phone, you are exhibiting what type of barrier to listening?a. stereotypesb. egocentrismc. personal biasd. mental distraction
4. When you are listening and attempting to understand the other person’s worldview, what type of listening are you utilizing?a. activeb. empathicc. criticald. for enjoyment
2. Which of the following statements is true?a. Personal and business relationships are not affected by listening.b. When communicating, college students spend over half of their lives listening.c. Listening constitutes only a small fraction of our communication activities.d. Listening does not
1. Hearing is a process, and listening is a process.a. mental; physicalb. mental; psychologicalc. physical; mentald. physical; physical
8. Engage in ethical listening behaviors.
7. Adapt general strategies for effective listening to specifi c situations including the workplace, the classroom, and mediated environments.
6. Describe differences in listening behaviors between men and women.
5. Use strategies for critical thinking to evaluate both the communication situation and the message of the speaker.
4. Analyze barriers to effective listening, including internal and external noise, perceptions of others, and yourself.
3. Defi ne and discuss examples of active, empathic, critical, and enjoyment listening.
1. Describe the listening process and identify the primary features that distinguish listening from hearing.
8. With regard to chronemics, Americans of high statusa. are granted the opportunity of arriving lateb. are always on timec. work on several tasks at a timed. view privacy as important
7. Compared to those who are unattractive, physically attractive peoplea. are treated differently as childrenb. generally have more success sociallyc. are more likely to succeed at workd. all of the above
5. When interpreting nonverbal communication, it is important to considera. contextb. only observed behaviorc. gut instinctd. “reading” people
2. Nonverbal codes work together with vocalized words toa. repeat and emphasizeb. complement and regulatec. contradict and substituted. all of the above
4. Defi ne and identify nonverbal codes.
1. Defi ne nonverbal communication.
10. When you describe observed behavior instead of offering personal reactions, you area. avoiding intentional confusionb. being concretec. using descriptivenessd. demonstrating cultural competence
9. Which of the following terms refers to disrespectful language?a. profanityb. jargonc. clichésd. colloquialisms
8. Dating, or specifying when you made an observation, is important becausea. you always view objects, people, or situations as remaining the sameb. situations do not change over timec. you are saying that something is always or universally a certain wayd. you clarify that your perception was based
7. Communication may be helped or hindered whena. proper grammar is usedb. language is used in unique or unusual waysc. clichés are avoidedd. sexist or ageist language is utilized
5. One way to improve language skills is to restate the other person’s message by rephrasing the content of the message, a process calleda. defi ning your termsb. paraphrasingc. using concrete languaged. dating
4. When doctors communicate with technical language, they are usinga. profanityb. euphemismsc. doublespeakd. jargon
b. Language is a minor way that we learn about our culture.c. Culture creates a lens through which we perceive the world and create shared meaning.d. Language and culture are not related.
3. Which statement refl ects the relationship between language and culture?a. Language does not progress in response to the needs of the culture, but culture does progress in response to language
2. Because massages can vary depending on the situation, it is important to examine the context of the communication.This is calleda. syntaxb. pragmaticsc. semanticsd. encoding
1. Which of the following is not a characteristic of language?a. classifi es realityb. organizes realityc. is intertwined with cultured. is concrete
5. Use specifi c techniques, like paraphrasing and dating, to demonstrate your verbal communication skills.
4. Describe the various forms of unique language and how they can provide both beauty in and barriers to communication.
3. Explain how language and culture are intertwined.
2. Identify three sets of rules that govern language use.
1. Defi ne language and state several of its characteristics.
2. The book discusses how people form impressions of who they are and how communication affects selfperceptions.How do you see yourself? How is this affected by your past, present, and projected future?How do you see yourself differently now than you did when you were in elementary school or high
1. Singer states that people’s perceptions are largely learned because what people see, hear, taste, touch, and smell is conditioned by their culture. What parts of your culture are key factors in how you perceive events in day-to-day life?
9. When people seek to present an ideal version of themselves, they are engaging ina. identity managementb. active perceptionc. attributiond. selection
8. Which of the following is a perceptual error frequently made by people?a. believing stereotypes about people who are different from themselvesb. believing other people are courageous, while they, themselves, are cowardlyc. believing that others are considerably older than themselvesd. believing
7. Selection occurs in perception in all of the following ways except fora. attentionb. exposurec. distractiond. retention
5. Perceptual constancy results because ofa. physiological factorsb. past experiences and rolesc. people’s cultures and co-culturesd. people’s present feelings and circumstances
1. Which of the following may be the result of physiological factors, past experiences and roles, cultures, and present conditions?a. selectionb. similarityc. self-serving biasd. differences in perception
6. Defi ne identity management.
5. Understand how your view of yourself is related to communication.
4. Identify errors you might make when you perceive others.
2. Describe how selection, organization, and interpretation occur during perception.
1. Explain some of the reasons why differences in perception occur.
10. When you respond to a speaker with a verbal or nonverbal cue, you area. giving feedbackb. not communicatingc. an example of noised. using a metaphor
9. According to the text, studying communication is essential because it cana. improve the way you see yourself and the way others see youb. teach you important life skillsc. help you succeed professionallyd. all of the above
7. Which of the following terms is defi ned as the ability to effectively exchange meaning through a common system of symbols, signs, or behavior?a. dyadic communicationb. communication competencec. messaged. feedback
3. People, messages, codes, channels, feedback, encoding, decoding, and noise are components ofa. audienceb. meaningc. communicationd. context
1. Communication is considered a process of using messages to generate meaning because it isa. an activity or exchange instead of an unchanging productb. a tangible objectc. something with a beginning, middle, and endd. static
7. Name some of the tenets of the National Communication Association Credo on Ethics
6. Defi ne communication competence.
5. Explain the ways in which intrapersonal, interpersonal, public, and mass communication differ from each other.
4. Explain some principles of communication.
3. Name the components of communication.
1. State reasons why the study of communication is essential.
What do you see as your strengths/skills?
What do you enjoy/not enjoy?
10. If your boss tells you that you can leave work early on Fridays if you go on a date with him or her, he or she is utilizing a type of sexual harassment calleda. quid pro quob. hostile work environmentc. emotional labord. nothing; it is not sexual harassment
9. Confl ict in the workplace can bea. destructiveb. productivec. neither a nor bd. both a and b
8. Customer service representatives may use which of the following compliance-gaining strategies, in which the representative implies that it is immoral not to comply?a. promisesb. threatsc. pregivingd. moral appeals
7. Which technique of confl ict management is used to maintain relationship harmony but to stifl e creative dialogue and decision making?a. compromiseb. accommodationc. avoidanced. collaboration
5. When preparing for and taking part in an interview,a. you should dress a bit more casually than you expect the interviewer to dressb. you do not need to know the job description because the interviewer will tell you about the job’s dutiesc. you should avoid using strong eye contactd. you
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