Communication

Question 1

What are the four components of communication? (4)

Answer 1

• sender
• message
• receiver
• feedback

Question 2

non-verbal channels of communication (7)

Answer 2

• eye contact
• facial expression
• tone
• inflection
• gesture
• posture
• body movements

Question 3

5 stages of team development (5)

Answer 3

• forming
• storming
• norming
• performing
• adjourning

Question 4

Causes of conflict resolution (8)

Answer 4

• causes of conflict
• danger of escalating
• basic strategies for coping
• prep. for confrontation
• confrontation
• confronting angry person
• personal, employees, groups
• assertive behavior

Question 5

Total Quality Management

Answer 5

• method of monitoring quality
• every employee is responsible
• quality in reality / perception (facts)
• driven by needs wants expectations of customers
• never ending improvement
• put focus on process

Question 6

autocratic leadership

Answer 6

• authoritarian

- one person in charge

Question 7

bureaucratic leadership

Answer 7

• follow old styles

- one person controls flow on information

Question 8

democratic leadership

Answer 8

-all individuals involved in decision making

Question 9

laisser faire leadership

Answer 9

-leaders as uninvolved as possible

Question 10

transformational

Answer 10

-leaders establish and implement necessary changes of group