Revision: PM N6_ Module 2

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Communication is the ​

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of passing information ​

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and ​understanding

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the same from one person to another through ​

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and ​

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means.

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process

(sending)

(receiving)

verbal

non verbal

transfer

Reorder

The Process of Communication: Reorder the following

• Sender

• Encodes Message

• Transmits Message

• Decodes Message

• Receiver

1

2

3

4

5

• 1
• 2
• 3
• 4
• 5

Communication Barriers

Multiple Choice

Receiver isn't listening when the sender is communicating:

• Physical environment

• Transmitting

• Noise

• Selective perception

Multiple Choice

When the age, education and cultural background of the sender and the receiver are not similar, the correct interpretation of the message may not be successful:

• Reference group

• Fear and threat of change

• Feedback

• Language

Multiple Choice

People are "drowning" in information and cannot effectively absorb it all:

• Time pressures

• Communication overload

• Filtering

• Distortion

Multiple Choice

Feelings of the receiver at the time of the message that will influence their interpretation:

• Channel

• Non-verbal Communication

• Receiver

• Emotions

Improving Communication

Techniques and Tools to improve communication effectiveness

Multiple Choice

TRUE OR FALSE:

Building trust is a technique to improve communication

• True

• False

Multiple Choice

TRUE OR FALSE:

Asking the receiver of the message to give feedback enables the sender to correct or adjust the message, this is called feedback and impact

• True

• False

Multiple Choice

TRUE OR FALSE:

Communication problems can be overcome when trust is built

• True

• False

Multiple Choice

TRUE OR FALSE:

P

• True

• False

Multiple Choice

Using an _ so employees can talk to their superiors at any time about any problems

• filter

• Non-verbal Communication

• open door policy

• grievances

Multiple Choice

Suggestion schemes and trade unions are examples of _ that allow employees to actively participate in decision-making of an organization

• medium

• transmission

• reference group

• participative methods

Multiple Choice

_ are anonymous and managed by independent facilitators

• attitude questionnaires and surveys

• aptitude questionnaires and surveys

• personalized communication

• ombudsman

Multiple Choice

An _ is an independent person employed for the purpose of mediating between parties involved

• sender

• ombudsman

• receiver

• line manager

Drag and Drop

By choosing the correct​

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, allows for quick feedback.

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communication channel

tone of voice

participative methods

day

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Dealing positively with ​

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allows for the communication process to be more credible.

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bad news

employees

queries

managers

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​

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the message for the audience gives receivers information that is relevant to them

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Shaping

Shifting

Selecting

Sharing

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People react badly to long gaps in communication, therefor communication should be​

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on-going

loud

documented

Guidelines for successful communication

Multiple Choice

Where possible, communicate

• through text

• in the language of the receiver

• in the morning

• in english

Multiple Choice

_ must be clear, simple and specific

• Communication

• Instructions and explanations

• Emails

• Sound

Multiple Choice

Where necessary, communication should be

• shared

• after working hours

• in the language of the receiver

• repeated

Multiple Choice

Listen carefully to the _ from the receiver of the message

• tone of voice

• question

• feedback

• answer

Span of Control

The number of subordinates who report directly to a particular manager.

Multiple Choice

Which one is not a key feature of Narrow span control?

• Tall org structure

• Too little control & guidance

• Long chain of command

• Managers under-utilized & unnecessary costs

Multiple Choice

TRUE OR FALSE?

Wide Span of control have few people per level

• True

• False

Multiple Choice

TRUE OR FALSE?

Wide Span of control have overextended managers which causes poor communication

• True

• False

Multiple Choice

TRUE OR FALSE?

Narrow Span of control have few subordinates reporting to them

• True

• False

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​

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provide specialist expertise to ​

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in order to enable them to manage their people.

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Staff Managers

other managers

staff

comittees

Line Managers

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​

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​

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subordinates who ​directly reports to them.

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directly manages

deligates

authorises

infuences

works

Line Managers

Staff Managers

ORGANISATIONAL HIERARCHY FACTORS

Communication within organisation structures

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FACTORS INFLUENCING COMMUNICATION WITHIN ORGANISATIONAL STRUCTURES:



All communication which takes place in an organisation for the purpose of running the organisation is known as ​

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communication

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open

informal

clear

general

formal

Match

Match the following definitions / factors:

• Vertical Communication

• Horizontal Communication

• Diagonal Communication

Information distribution is "top down"

Same level communication

Only used when necessary

• Information distribution is "top down"

• Same level communication

• Only used when necessary

Multiple Choice

Which one is Not part of the 3 Centralized Networks?

• X-Network

• Chain Network

• Wheel Network

Multiple Choice

DECENTRALISED NETWORKS

Here are no single individual controls in the ___

• managers

• networks

• communication

• organization

Multiple Choice

DECENTRALISED NETWORKS

All group members communicate freely with one another:

• Span of Control

• All Channel Network

• Circle Network

• Open Communication

Multiple Choice

DECENTRALISED NETWORKS

All members of the group are equal (equal authority and powers):

• Bottom up

• All Channel Network

• Circle Network

• Informal Communication

INDIVIDUAL DIFFERENCES AND COMMUNICATION

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace:

Gender

• Men use body language and eye contact to communicate

• Men communicate directly and to the point

• Men share important beliefs and ideas

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace:

Ethnicity

• Tone and volume play a big role

• More focused on the emotional side of communication

• Focuses on facts and reason

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace:

Age differences

• Use words differently and apply meaning to certain words differently

• The meaning of certain words are misunderstood

• Ask more questions to gather information

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace:

Values

• Perception and sarcasm is mostly used

• Close to retirement

• Will determine how communication takes place

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace:

Attitude

• Determines general behavior

• Developed from past experiences and upbringing

• Will speak to older people in a respectful way

Multiple Choice

Select the correct answer:

Factors that can influence the effectiveness and nature of communication in the workplace: Experience

• Develop over time and later become habits

• Has a negative impact on communication

• a tendancy to react positively or negatively to new ideas

Match

Joseph Luft and Harry Ingram developed The Johari Window about years ago. Four "windows" of knowledge exist, these are:

(Match the correct points) Match the following

• The Arena

• The Facade

• The Blind Spot

• The Unknown

Known to all

Known only to myself

Known to others

Known to no one

• Known to all

• Known only to myself

• Known to others

• Known to no one