Chapter 17: Managing Communication: 4. Asking questions and listening (Connect,

Question

Chapter 17: Managing Communication: 4. Asking questions and listening (Connect, Perform)

Part 1: You’ve just been promoted into a management position, and you know that candor is important to creating a positive environment for communication. Which of the following behaviors will you do to communicate with candor? Check all that apply.

A) When I need something from a coworker, I will drop hints about what I want done to avoid being too demanding.

B) I will take accountability for my thoughts, reactions, and needs by using “I statements.”

C) If I am upset at a coworker’s behavior, I will complain to a friend of that person, knowing the friend will pass along my message.

D) When I am frustrated with someone, I will explain the cause of my frustration without making judgments about the person.

Management at Work

You are a member of a project team revising the Nvidia Corporation’s ethics policy. The team has representatives from five divisions: Software Engineering, Graphic Design, Business Systems, Demand Planning, and Corporate Communications. You are the Corporate Communications representative and the team’s leader. Audra, a member of the project team, suggests that the team review a new draft of the ethics policy. She says the policy will have positive effects on the team’s performance and on the organization as a whole.

Part 2: What is the most important message your colleague is trying to convey?

A) She wants to present a new draft of the ethics policy.

B) The other members of the team are ineffective.

C) She is concerned that her work isn’t being valued.

Part 3: What can you do to listen more effectively to your colleague?

A) Agree with her assessment.

B) Remain objective.

C) Prejudge her remarks.

Nonverbal communication sends powerful messages through body language and facial expressions. This set of questions covers nonverbal behavior as it is typically expressed in U.S. business culture. Your country or culture may use different styles of nonverbal communication.

Part 4: When an employee speaks to a manager, the manager pays more attention to:

A) The words the employee is saying

B) The employee’s vocal tones and gestures

Read the following situation, and use your knowledge of nonverbal behavior to identify what message the intern is conveying.

While you are critiquing an intern’s presentation, you notice that she looks at the ground more often than she looks at you and constantly shifts her weight from foot to foot.

Part 5: What message is the intern expressing nonverbally?

A) She is uncomfortable with the conversation.

B) She is actively engaged in the conversation.

C) She is enjoying the conversation.

Explanation / Answer

1. B. and D. Candor means open and honest, not complaining and hinting.

2. A. She wants to present a draft for a new policy.

3. B. Remain objective.

4. B. It is the non-verbal communication that has the first impact not the words.

5. A. Shifting your weight from one foot to another is essentially done to avoid being nervous and uneasiness. So this means she is uncomfortable

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