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MGNT102 EXAM GUIDE WITH
COMPLETE SOLUTION
Process of communication - ANSWER Sender Encoding message Communication Noise channel Receiver Decoding message Noise Feedback types of noise - ANSWER physical, physiological, psychological, semantic physical noise - ANSWER any sound that prevents a person from being heard physiological noise - ANSWER Message interference that results from bodily discomfort. psychological noise - ANSWER internal distractions based on thoughts, feelings, or emotional reactions to symbols semantic noise - ANSWER interference caused by words that trigger strong negative feelings against the speaker or the content of the speech
Channels - ANSWER means of conveying and receiving messages Berlo's SMCR Model - ANSWER source, message, channel, receiver Dance's Helical Model - ANSWER Bottom of the Helix is small, as it moves up it becomes larger. Reminds us that the communication process is slow moving and building on the past. context of communication - ANSWER the environment in which communication takes place dwyer's model of communication - ANSWER considers perception of parties, context, channels, non-verbal cues Shannon-Weaver Model - ANSWER information source, the message, the receiver, the sender, the channel, the signal and any noise that may interrupt the communication process verbal messages - ANSWER messages that use words to create meaning nonverbal communication - ANSWER communication using body movements, gestures, and facial expressions rather than speech message congruity - ANSWER extent to which a message is internally consistent and fits surrounding information universal communication - ANSWER Universally used; crying, smiling, laughing cultural communication - ANSWER communication patterns within a specific community personal communication - ANSWER Individual ticks/mannerisms Kinesics - ANSWER body language
rhetorical question - ANSWER A question asked merely for rhetorical effect and not requiring an answer informative feedback - ANSWER providing info about his or her performance; motivation + feedback immediate feedback - ANSWER given immediately after performance specific feedback - ANSWER focuses on particular acts or incidents different types of feedback - ANSWER informative immediate specific positive negative no feedback Effective Feedback - ANSWER Timely, specific communication provided based on growth and development. ineffective feedback - ANSWER intended to put down general untimely understandable inaccurate constructive feedback - ANSWER feedback intended to be helpful, corrective, and/or encouraging
Reframing - ANSWER the process of redefining events and experiences from a different point of view emotional intelligence - ANSWER the ability to perceive, understand, manage, and use emotions Competencies of Emotional Intelligence - ANSWER self-awareness, self-management, social awareness, social skills intrapersonal communication - ANSWER self awareness, self regulation, self motivation interpersonal communication - ANSWER social awareness, social skills Types of Listening - ANSWER biased, partial attentive, active active listening - ANSWER attending, encouraging, reflective Culture - ANSWER social behaviours learnt over time intercultural communication - ANSWER communication that occurs in interactions between people who are culturally different intracultural communication - ANSWER interaction with members of the same racial or ethnic group or co-culture as yours Enculturation - ANSWER the process by which your own culture is learned and transmitted Acculturation - ANSWER the modification of the social patterns, traits, or structures of one group or society by contact with those of another Ethnocentrism - ANSWER Belief in the superiority of one's culture Ethno-relativism - ANSWER the belief that groups and subcultures are
schedules, and completing one task at a time. low-context culture. Polychronic - ANSWER the use of time that emphasises flexible schedules in which multiple tasks are pursued at the same time. high-context culture. Conflict Handling Styles - ANSWER competing, collaborating, avoiding, accommodating, compromising Avoiding Conflict Style - ANSWER a lose-lose conflict style in which the parties ignore the problem at hand accomodating conflict style - ANSWER a lose-win conflict style in which one party submits to the others wants neglecting their own. compromising conflict style - ANSWER a win-win, win-lose, or lose-win conflict style in which both parties try to seek a middle ground with shared positives and negatives. competing conflict style - ANSWER a win-lose conflict style in which one party uses an aggressive approach to get what they want. Collaborating conflict style - ANSWER a win-win conflict style in which both parties work together to meet both their needs and agendas. approaches to managing conflict - ANSWER constructive engagement, assertive behaviour, nonverbal messages, active listening, reframing assertive behavior - ANSWER The honest expression of ideas, feelings, and decisions while respecting the rights and feelings of others and yourself. Positional Bargaining - ANSWER Also known as distributive bargaining or hard bargaining. Negotiating position in which for one side to gain something, the other side must lose something.
principled bargaining - ANSWER Also known as interest based negotiation. Based on 4 premises: separate the people from the problem, focus on interests, not positions, invent options for mutual gain, and insist on objective criteria Stages of Group Development - ANSWER 1. Forming
- Storming
- Norming
- Performing
- Adjourning
forming stage - ANSWER the first stage of group development in which people join the group and then define the group's purpose, structure, and leadership
storming stage - ANSWER the second stage in group development, characterized by intragroup conflict
norming stage - ANSWER the third stage in group development, characterised by close relationships and cohesiveness
performing stage - ANSWER the fourth stage of group development when the group is fully functional and works on group task
