Chapter 7: The Communication Continua
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. T
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. a
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. Stop the meeting, and take a break. Meet privately with the person sending the superior
messages, and let him know that these types of messages interfere with the negotiations and
2. Many times there will be female students in the class who agree that they have had this
3. Often people will be satisfied with how their complaint was handled if the customer
SUGGESTIONS FOR THE CASE FROM THE TEXT
Case: The right response
Starting tips: As a class, discuss each of the five situations, referring back to the text and
Desired outcomes: Possible responses for each of the situations follow.
Scenario #1
Response: Problem Inquiry and Empathy (acknowledge feelings)
What Joe might say or do: Joe would most likely engage in problem inquiry, asking
Situation #2
Response: Empathy (acknowledge feelings) and Descriptive
What Joe might say or do: Joe can express to Tina that he understands Tina’s concerns
about the disciplinary actions. He might say something like: “I can appreciate that you are
concerned about this. If I were experiencing what you are, I would also be concerned. This
Situation #3
Response: Empathy (acknowledge feelings)
What Joe might say or do: Unless Joe needs more information regarding Tina’s situation,
Situation #4
Response: Descriptive and, if need be, more Absolute than Conditional
What Joe might say or do: Joe must simply inform Tina of the discipline problems and
why he cannot honor her request to remove the discipline. Again, he must avoid judgmental
Situation #5
Response: Equality, Conditional, and Descriptive
What Joe might say or do: When Tina asks for advice and input on how she can improve
True or False questions (each worth 1 or 2 points)
__T__ 1. In industry, female employees comment that their male coworkers are typically
solution givers.
Multiple Choice (worth 2 or 3 points each)
with which of the following?
d. The ability to send equality messages instead of superior ones
b. No questions are asked because solutions are provided
end of the continuum.
a. “I knew you couldn’t do it.”
Short Answer essay questions (each worth up to 10 point
1. Describe three things that can happen when you give a solution prematurely to another
person.
Answer:
When you give a solution prematurely to a problem, the following three things can
happen:
1. The solution given works. When you approach your boss with a problem and he gives
you his solution and it works wonderfully well, you will likely seek him out for a solution
2. The solution given fails. Another possibility is that the solution he gives you fails
3. Ignore the solution given. The third possibility is that you will just ignore his solution
2. List and describe five tips to remember about the Five Continua of Responses.
Answer:
Five tips to remember about the Five Continua of Responses:
1. A mature communicator can move along the entire line of the continua when appropriate.
INSTRUCTIONS FOR FACILITATING EXERCISE 7-1: PATTERNS OF RESPONSES
Have the students read the exercise before leaving class, and ask them to do it before the class
meets again. At the next class meeting have them discuss the reactions they had to the responses