Management Ch 15, Principles of management. Ch15, Chapter 15 MGMT, MGT 300: Chapter 15, 3000 15.1-15.4, MGT 301 Chapter 15 SmartBook
Which elements often become cross-cultural barriers to communication?
Religious beliefs, nonverbal gestures, ethnocentrism
Except in unusual circumstances, which employees are usually NOT allowed to text at work?
Sales associates Customer service representatives Cashiers
Which personal attributes are important for a career in business communication? Self-awareness Self-efficacy Self-motivation Self-sacrifice
Self-awareness Self-efficacy Self-motivation
Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____.
Social media
To prepare for a career in business communication, you need to become competent in which areas?
Teamwork and collaboration Social intelligence New media literacy
According to Dale Carnegie, what are the three rules of an effective speech? Tell them what you said Tell them what you are going to say Look them in the eye Repeat it Say it
Tell them what you said Tell them what you are going to say Say it
True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.
false
True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.
false
___ communication channels do not follow the chain of command and develop outside the formal structure of the organization
informal
What tips are recommended for building a professional network of contacts?
Build networks that serve your professional purposes. Identify your career goals, and target contacts who will help you achieve them.
What tips are recommended for building a professional network of contacts? Remember that networking is a game based on self-interest. Cultivate relationships that require the least from you. Build networks that serve your professional purposes. Identify your career goals, and target contacts who will help you achieve them.
Build networks that serve your professional purposes. Identify your career goals, and target contacts who will help you achieve them.
Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _____ communication. grapevine formal informal external
formal
The basic types of barriers to communication are physical, personal, cross-cultural, nonverbal, and differences.
gender
Building and maintaining a wide array of professional contacts is called ______. working the room fellowshipping fraternizing networking
networking
According to Phil Theibert, what are the three rules of effective speech?
- Tell them what you are going to say - Say it - Tell them what you said
Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom
1. Newsletter 2. Text message 3. Phone Call 4. Video conference 5. Face-to-face meeting
Anne submits her vacation request to her boss
Vertical communication
After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of ______ communication.
nondefensive
After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of ______ communication. downward defensive nonverbal nondefensive
nondefensive
Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.
nonverbal
Eye contact, facial expressions, and body movements and gestures are forms of _____ communication. nonverbal electronic formal hierarchical
nonverbal
What technology has most profoundly changed the principles of management and the nature of how businesses operate?
online social media
In the communication process, the person for whom the message is intended is the
receiver or recipient
The digital era and social media have caused major problems for businesses, including security breaches and ______.
reduced productivity due to handling large volumes of e-mail
The digital era and social media have caused major problems for businesses, including security breaches and ______. the need to collect metadata on customers reduced productivity due to handling large volumes of e-mail difficulty in finding qualified job applicants employees using more sick days
reduced productivity due to handling large volumes of e-mail
Which personal attributes are important for a career in business communication?
self-awareness, -motivation, -efficiency
Colin decided to use Facebook to announce the new product his company is introducing. Facebook is an example of media.
social
What type of communication consists of messages sent outside of the written or spoken word?
Nonverbal
Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?
Receiver
Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill.
writing
Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill. computer programming writing public speaking nonverbal communication
writing
How does access to social media tend to increase an organization's productivity?
Better communication among employees Greater job satisfaction Less employee turnover
Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?
Cultural differences
Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress? Cultural differences Lack of credibility Tendency to judge others' messages Faulty listening skills
Cultural differences
Except in unusual circumstances, which employees are usually NOT allowed to text at work? Customer service representatives Sales associates Cashiers Accountants and bookkeepers
Customer service representatives Sales associates Cashiers
_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.
Defensive, nondifensive
_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct. Defensive; nondefensive Passive; aggressive Verbal; nonverbal Nondefensive; defensive
Defensive; nondefensive
Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them.
Efficient
What is the ability to recognize and understand another person's feelings and thoughts? Sympathy Apathy Empathy Telepathy
Empathy
Which elements often become cross-cultural barriers to communication? Ethnocentrism Religious beliefs Nonverbal gestures Attachments to family
Ethnocentrism Religious beliefs Nonverbal gestures
Tamika emails a supplier, asking for a price on a product
External communication
T/F: Writing is not important for a career in management because managers have administrative assistants who edit and correct their business correspondence
False
True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.
False
Suzie sends an email to a coworker, asking if she could cover her shift
Horizontal communication
What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization? Informal Linguistic Horizontal Vertical
Informal
What are some of the main causes of poor listening in modern times? Information overload Mindlessness Cell phones Diminishing intelligence
Information overload Mindlessness Cell phones
How does having a social media policy benefit a business?
It helps prevent employees from posting inappropriate online comments that damage the company's reputation.
How does having a social media policy benefit a business? It helps prevent employees from posting inappropriate online comments that damage the company's reputation. It provides a legal defense when a customer sues the business over factual errors on its website. It prevents customers from complaining online about their experiences with the business. It allows the company to monitor what employees are doing on the Internet after they leave work.
It helps prevent employees from posting inappropriate online comments that damage the company's reputation.
Which of the following is an example of a physical barrier to communication?
Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.
How does access to social media tend to increase an organization's productivity? Less employee turnover Ability to connect with personnel day and night Greater job satisfaction Better communication among employees
Less employee turnover Greater job satisfaction Better communication among employees
How well a particular medium conveys information and promotes learning is called ______.
Media richness
In communication, (men or women?) are more likely to use "I" statements.
Men
What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them? Empathy Information overload Animosity Mindlessness
Mindlessness
What are some of the main causes of poor listening in modern times?
Mindlessness, info overload, cell phones
To prepare for a career in business communication, you need to become competent in which areas? New media literacy Financial theory Teamwork and collaboration Social intelligence
New media literacy Teamwork and collaboration Social intelligence
Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.
Newsletter, text message, phone call, conference, f2f meeting
What type of communication consists of messages sent outside of the written or spoken word? Grapevine Informal Verbal Nonverbal
Nonverbal
What technology has most profoundly changed the principles of management and the nature of how businesses operate? Online social media Page-design software Photocopy machines Security systems
Online social media
What technology has most profoundly changed the principles of management and the nature of how businesses operate? Online social media Photocopy machines Security systems Page-design software
Online social media
Which of the following are types of barriers to communication? (Check all that apply.) Emblematic barriers Personal barriers Physical barriers Cross-cultural barriers
Personal barriers Physical barriers Cross-cultural barriers
The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a barrier.
Physical
Which of the following are types of barriers to communication? (Check all that apply.)
Physical. cross-cultural. personal. non-verbal. gender
Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process? Receiver Encoder Sender Medium
Receiver
According to Dale Carnegie, what are the three rules of an effective speech?
Say it Tell them what you said Tell them what you are going to say
Identify the disadvantages brought about by the digital age. (Check all that apply.) Security breaches Too many emails Decreased communication Decreased privacy Lack of innovative solutions
Security breaches Too many emails Decreased privacy
Which of the following are types of informal communication channels? (Check all that apply.) The office grapevine A public announcement Face-to-face communication A newsletter
The office grapevine Face-to-face communication
Which of the following are types of informal communication channels? (Check all that apply.)
The office grapevine, f2f communication
Why can it be beneficial for a company to allow employees some use of personal texting on the job? To improve work-life balance To relieve stress To encourage employees to enjoy their time at work To help eliminate emails
To improve work-life balance To relieve stress
Why do businesses establish a presence on social media platforms? To increase sales To increase brand awareness To interact with customers To monitor employees
To increase sales To increase brand awareness To interact with customers
What is typically specified in a social media policy for a business? What consequences will be imposed on employees who fail to comply When employees are allowed to use social media Which social media sites an employee is allowed to access outside of work Who is allowed to participate in social media at work
What consequences will be imposed on employees who fail to comply When employees are allowed to use social media Who is allowed to participate in social media at work
What is typically specified in a social media policy for a business?
Who is allowed to participate in social media at work When employees are allowed to use social media What consequences will be imposed on employees who fail to comply
Which statements accurately describe the way gender influences communication?
Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.
Which statements accurately describe the way gender influences communication? Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain. Men are less apt talk over others. Women are more apt to brag about their accomplishments.
Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.
The process of actively decoding and interpreting verbal messages is known as _____ listening.
active
The process of actively decoding and interpreting verbal messages is known as _____ listening. active communicative level 1 passive
active
The transfer of information and understanding from one person to another is known as _____
communication
The transfer of information and understanding from one person to another is known as _____.
communication
The transfer of information and understanding from one person to another is known as _____. communication data conversion verbal processing knowledge
communication
Active listening is the process of ______.
decoding and interpreting verbal messages
Active listening is the process of ______. listening to your counterpart while moving decoding and interpreting verbal messages recording a message in order to review its content later listening to a communicator while multi-tasking
decoding and interpreting verbal messages
Identify the disadvantages brought about by the digital age. (Check all that apply.)
decreased privacy, security breaches, too many emails
During an argument with a coworker, Analiese became increasingly hostile and profane. This would BEST be described as _______ communication.
defensive
During an argument with a coworker, Analiese became increasingly hostile and profane. This would BEST be described as _______ communication. nonverbal defensive upward nondefensive
defensive
Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them. deliberate efficient measured formal
efficient
Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______.
empathy
Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______. ambivalence role reversal encoding empathy
empathy
What is the ability to recognize and understand another person's feelings and thoughts?
empathy
Businesses can increase productivity by encouraging managers and employees to use social media to ______.
enhance their individual performance
Businesses can increase productivity by encouraging managers and employees to use social media to ______. take hourly breaks for socializing while at work maintain constant communication among personnel enhance their individual performance monitor what other employees are doing with their time
enhance their individual performance
An organization's ______ communication channels include official memos, letters, reports, and announcements. obsolete formal grapevine informal
formal
Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of ____ communication
formal
Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _____ communication.
formal
What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization?
informal
How well a particular medium conveys information and promotes learning is called ______. media richness jargon semantics noise resistance
media richness
What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?
mindlessness
Building and maintaining a wide array of professional contacts is called ______.
networking
Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____. e-mail clients chat clients communication enhancers social media
social media
Why do businesses establish a presence on social media platforms?
to increase, sales, brand awareness, to interact with customers
Why can it be beneficial for a company to allow employees some use of personal texting on the job?
to relive stress, maintain work-life balance
