Immediately before the meeting the supervisor received a troubling phone call.Upon starting the meeting,she said to her employees,"You did a great job last week." Her nonverbal facial expression,however,reflected the feelings she was experiencing about the phone call,and,consequently,contradicted her attempt to praise her employees with positive words. They interpreted her message based on what they saw,not on what they heard,and concluded she was unhappy with them. This unfortunate miscommunication was a result of
A)Channel
B)Encoding
C)Noise
D)Feedback

Question

Immediately before the meeting the supervisor received a troubling phone call.Upon starting the meeting,she said to her employees,"You did a great job last week." Her nonverbal facial expression,however,reflected the feelings she was experiencing about the phone call,and,consequently,contradicted her attempt to praise her employees with positive words. They interpreted her message based on what they saw,not on what they heard,and concluded she was unhappy with them. This unfortunate miscommunication was a result of​
A)Channel
B)Encoding
C)Noise
D)​Feedback

Quizplus · Accepted Answer

This miscommunication was a result of encoding, which is the process of converting thoughts and feelings into verbal and nonverbal messages. In this case, the supervisor's verbal message (praise) was contradicted by her nonverbal message (facial expression), causing confusion and misinterpretation among her employees.

Immediately Before the Meeting the Supervisor Received a Troubling Phone