Question 51. Women sometimes expect empathy when describing a problem whereas men

51. Women sometimes expect empathy when describing a problem whereas men are more likely to provide a solution to the problem without providing empathy.

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52. When communicating with another person, you should avoid repeating your message in different ways.

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53. If you have to communicate negative information, the other person is more likely to listen if you focus on the problem rather than the person who caused the problem.

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54. One of the most important features of active listening is to interrupt the speaker whenever he or she says something that you want to discuss further.

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55. The three components of listening are encoding, decoding and interpreting.

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56. Active listeners constantly cycle through the three components of listening.

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57. The sensing stage of active listening includes empathising and organising information.

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58. The responding stage of active listening includes showing interest and clarifying the message.

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59. Active listening requires empathy so that the listener accurately interprets the speaker’s verbal and nonverbal messages.

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60. Companies are introducing open-space offices — replacing walled offices with open work areas — to improve communication and make more efficient use of space.

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61. One dilemma in workspace design is the requirement to balance the need to encourage social interaction with the employees’ need for privacy.

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62. E-zines should have longer stories than are typically found in hard-copy company magazines.

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63. ‘Wikis’ are collaborative web sites in which anyone in the group can write, edit or remove material from the site.

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64. Employee surveys involve employees in corporate decisions.

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65. Management by walking around occurs whenever senior executives get out of their offices and communicate face-to-face with employees.

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66. Management by walking around minimises the problem of filtering in the communication process.

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67. In grapevine communication, most employees serve as both sender and receiver.

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68. Email, instant messaging and public web sites are changing characteristics of the corporate grapevine.

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69. In times of uncertainty, a company newsletter or similar formal communication activity can effectively replace the informal grapevine.

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70. The grapevine is an important social process that fulfils the employees’ drive to bond.

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71. Corporate leaders should use the grapevine to send messages to employees further down the organisational hierarchy.

Multiple choice

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72. Communication is the process by which information is _______ and ________ between two or more people.

A. spoken, heard

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