1. Give an example of vertical (upward and downward), horizontal, and grapevine communication at a company where you work or have worked.

LO: 13-1: Explain the three ways communication flows through organizations.

2. Give an example of a message that might be transmitted in a work setting. Be sure to illustrate the four steps in the communication process, state the channel, and note if feedback was given.

LO: 13-5: List the four steps in the interpersonal communication process.

3. Give two examples of different communication barriers you encountered at work. Explain how each barrier could have been overcome.

LO: 13-6: Describe nine barriers to communication.

4. Give an example of an oral message and a written message you received at work, and specify the channel of each.

LO: 13-7: State the major advantages and disadvantages of oral and written communication as it pertains to channel selection.

5. Recall a specific task that a boss assigned to you. Identify which steps in the face-to-face message-sending process he or she did and did not use.

LO: 13-8: Name the five steps in the process of sending face-to-face messages.

6. Refer to the Self-Assessment 13-1. What is your weakest listening skill? Give an example of how your listening skills have had an impact on you at work

LO: 13-9: Identify and explain the three parts of the process of receiving messages and active listening.

7. Recall two oral messages you received and your responses to them. Identify your response style, and give examples of responses you might have given using two other response styles.

LO: 13-10: Define five response styles.

8. Recall a situation in which a manager had to handle an emotional employee. Did the manager follow the guidelines for calming an emotional person? Did the manager use reflective, empathic responses?

LO: 13-11: Describe how to deal with emotional people.

9. How would you rate yourself on your ability to accept criticism without getting emotional and defensive? How could you improve your ability to accept criticism?

LO: 13-12: Discuss guides to giving and receiving criticism.

Additional Work Application Questions (not in the book)

10. Recall a past or present boss. How effective was this person at getting feedback? Was the boss open to feedback and aware of nonverbal communication? Did the boss ask questions and ask you to paraphrase?

LO: 13-8: Name the five steps in the process of sending face-to-face messages.