MGMT 309 Ch 17

Which of the following is a disadvantage of traditional forms of written communication? a. It involves little or no preparation. b. It inhibits feedback and interchange. c. It is does not provide a permanent record of the exchange. d. It is often disrupted by noise.

b. It inhibits feedback and interchange Traditional forms of written communication inhibits feedback and interchange. When one manager sends another manager a letter, it must be written or dictated, printed, mailed, received, routed, opened, and read. If there is a misunderstanding, it may take several days for it to be recognized, let alone rectified. See 17-3: Forms of Communication in Organizations.

_____ in organizations is a primary source of need satisfaction for many people. a. Individual skills b. Adequate office supplies c. Interpersonal relations d. Organizational skills

c. Interpersonal relations Interpersonal relations in organizations is a primary source of need satisfaction for many people. For a person with a strong need for affiliation, high-quality interpersonal relations can be an important positive element in a workplace. See 17-1: The Interpersonal Nature of Organizations.

_____ focus specifically on acquiring and disseminating knowledge? a. Decisional roles b. Observational roles c. Interpersonal roles d. Information roles

d. Information roles Informational roles focus specifically on acquiring and disseminating data. The variety of roles that managers must fill make it easier to understand the linkages between communication and management. See 17-2: Communication and the Manager's Job.

Which of the following best defines communication? a. It is the intervention in a dispute in order to resolve it. b. It is the process of managers wandering around and having spontaneous conversations. c. It is the pattern through which the members of a group first introduce themselves. d. It is the process of transmitting information from one person to another.

d. It is the process of transmitting information from one person to another. Communication is the process of transmitting information from one person to another. Communication also relates directly to the basic management functions of planning, organizing, leading, and controlling. See 17-2: Communication and the Manager's Job.

Which of the following is a disadvantage of oral communication? a. It does not communicate facial expressions and gestures of a sender. b. It does not allow prompt feedback and interchange. c. It is invariably more time consuming than written communication. d. It leaves no permanent record of transaction.

d. It leaves no permanent record of transaction. Oral communication leaves no formal record of transaction. In a two-way discussion, there is seldom time for a thoughtful, considered response or for introducing many new facts, and there is no permanent record of what has been said. See 17-3: Forms of Communication in Organizations.

Jason, a manager at Lowella Corp., has fought openly for years to block the promotion of another manager, Anthony, within the organization. Over the objections of Jason, however, Antony eventually gets promoted to the same rank. The interpersonal relationship between Jason and Antony is _____. a. personal and progressive b. private and positive c. public and professional d. personal and negative

d. personal and negative The interpersonal relationship between Jason and Antony is personal and negative. Interpersonal dynamics can be personal but negative. This occurs when the parties dislike each other, do not have mutual respect, and do not enjoy interacting. See 17-1: The Interpersonal Nature of Organizations.

Decisional roles: a. are all about receiving and transmitting information so that managers can serve as the nerve centers of their organization. b. involve interacting with supervisors, subordinates, peers, and others outside an organization. c. focus specifically on acquiring and disseminating data. d. require managers to seek out information to use in making choices and then communicate those choices to others.

d. require managers to seek out information to use in making choices and then communicate those choices to others. Decisional roles require managers to seek out information to use in making choices and then communicate those choices to others. The variety of roles that managers must fill make it easier to understand the linkages between communication and management. See 17-2: Communication and the Manager's Job.

Organizational barriers to communication include _____. a. poor listening skills b. reluctance to communicate c. credibility about the subject d. status or power differences

d. status or power differences Status or power differences is an organizational barrier to communication. Communication problems may also arise when people of different power or status try to communicate with each other. See 17-5: Managing Organizational Communication.

_____ involve interacting with supervisors, subordinates, peers, and others outside an organization. a. Informational roles b. Decisional roles c. Observational roles d. Interpersonal roles

d. Interpersonal roles Interpersonal roles involve interacting with supervisors, subordinates, peers, and others outside an organization. The variety of roles that managers must fill make it easier to understand the linkages between communication and management. See 17-2: Communication and the Manager's Job.

Which of the following steps should be taken to ensure effective communication? a. Use a one-way communication process if a message is complicated. b. Steer clear of following up on a message because it offends the receiver. c. Present messages as raw facts and figures. d. Regulate information to avoid information overload.

d. Regulate information to avoid information overload. Regulating information flow is an organizational skill that can enhance communication effectiveness. It means that the sender or receiver takes steps to ensure that overload does not occur. See 17-5: Managing Organizational Communication.

In order to improve communication effectiveness, managers should: a. use a lot of technical jargon. b. interrupt the speaker if they have questions about a topic. c. concentrate solely on the words of the speaker. d. encourage a two-way communication process.

d. encourage a two-way communication process. In order to improve communication effectiveness, managers should encourage a two-way communication process. Two-way communication allows the receiver to ask questions, request clarification, and express opinions that let the sender know whether he or she has been understood. See 17-5: Managing Organizational Communication.

High-quality interpersonal relations are an important positive element in a workplace for people _____. a. who like to live in isolation b. who do not work well with others c. with a sedentary lifestyle d. with a strong need for affiliation

d. with a strong need for affiliation High-quality interpersonal relations are an important positive element in a workplace for people with a strong need for affiliation. Interpersonal relations in organizations can be a primary source of need satisfaction for many people. See 17-1: The Interpersonal Nature of Organizations.

_____ has two forms, oral communication and written communication. a. Interpersonal communication b. Organizational Communication c. Vertical communication d. Digital Communication

a. Interpersonal communication Interpersonal communication has two forms, oral communication and written communication. Oral communication takes place in conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. Written communication include memos, letters, reports, notes, and other circumstances in which the written word is used to transmit meaning. See 17-3: Forms of Communication in Organizations.

Which of the following is true of the grapevine? a. It is affected when organizations move to suburbs. b. It is independent of new forms of social media. c. The information it carries is usually inaccurate. d. A manager has no control over it.

a. It is affected when organizations move to suburbs. The grapevine is affected when organizations move to suburbs. As more and more corporations move facilities from inner cities to suburbs, employees tend to talk less and less to others outside their organization and more and more to one another. See 17-4: Informal Communication in Organizations.

Which of the following is a feature of upward communication? a. It is exemplified by requests, complaints, and financial information. b. It facilitates coordination among interdependent units. c. It involves colleagues and peers at the same level of an organization. d. It flows laterally within an organization.

a. It is exemplified by requests, complaints, and financial information. Upward communication consists of messages from subordinates to superiors. The typical content of upward communication is requests, information that the lower-level manager thinks is of importance to the higher-level manager, responses to requests from the higher-level manager, suggestions, complaints, and financial information. See 17-3: Forms of Communication in Organizations.

Which of the following best describes grapevines in organizations? a. Their damage can be minimized by having open channels of communication. b. Their incidence is reduced following mergers and acquisitions. c. They follow the same pattern across all types of organizations. d. They exist only in the smallest of organizations.

a. Their damage can be minimized by having open channels of communication. Attempts to eliminate the grapevine are fruitless, but fortunately a manager does have some control over it. By maintaining open channels of communication and responding vigorously to inaccurate information, the manager can minimize the damage the grapevine can do. See 17-4: Informal Communication in Organizations.

_____ is a form of nonverbal communication. a. Body language b. Cluster chain c. Upward communication d. Grapevine

a. body language Body language is a form of nonverbal communication. The distance we stand from someone as we speak has meaning. See 17-4: Informal Communication in Organizations.

Organizational barriers to communication include: a. inconsistent signals. b. poor listening skills. c. conflicting signals. d. language differences.

a. language differences Language differences is an organizational barrier to communication. As businesses become more and more global, different languages can create problems. To counter this problem, some firms are adopting an "official language." See 17-5: Managing Organizational Communication.

_____ is defined as a form of communication that takes place in conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. a. Oral communication b. Nonverbal communication c. Intrapersonal communication d. Written communication

a. oral communication Oral communication takes place in conversations, group discussions, telephone calls, skype and facetime, and other situations in which the spoken word is used to express meaning. Oral communication is also easy and it can be done with little preparation. See 17-3: Forms of Communication in Organizations.

Ming Li and Erica, both managers at BasicButtons Corp., have known each other for years. They play tennis together on weekends, are close friends, and interact at work in a healthy fashion. The interpersonal relationship between Ming Li and Erica is _____. a. personal and positive b. public and unprofessional c. personal and negative d. general and progressive

a. personal and positive The interpersonal relationship between Ming Li and Erica is personal and positive. Interpersonal relations can be personal and positive. This occurs when the parties know each other, have mutual respect and affection, and enjoy interacting. See 17-1: The Interpersonal Nature of Organizations.

Individual barriers to communication include: a. poor listening skills. b. status or power differences. c. different perceptions. d. noise.

a. poor listening skills. Individual barriers to communication include poor listening skills. Some people are simply poor listeners. Because they are not concentrating on what is being said, they may not comprehend part or all of the message. See 17-5: Managing Organizational Communication.

In the context of individual barriers, credibility problems arise when: a. the sender is not considered a reliable source of information. b. people of different power or status try to communicate with each other. c. people are reluctant to initiate a communication exchange. d. people have poor listening habits.

a. the sender is not considered a reliable source of information Credibility problems arise when the sender is not considered a reliable source of information. He or she may not be trusted or may not be perceived as knowledgeable about the subject at hand. See 17-5: Managing Organizational Communication.

_____ is the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended. a. Vertical communication b. Effective communication c. Nonverbal communication d. Upward communication

b. Effective communication Effective communication is the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended. In effective communication, the meaning is transmitted in such a way that the receiving person understands it. See 17-2: Communication and the Manager's Job.

A manager wants a permanent record of his exchange with an employee. He also needs time to collect and assimilate relevant information before it is transmitted. He should communicate through a(n) _____. a. face-to-face conversation b. e-mail c. telephone call d. group discussion

b. e-mail The manager should communicate through an e-mail. Written communication provides a permanent record of the exchange. The sender can take the time to collect and assimilate the information and can draft and revise it before it is transmitted. See 17-3: Forms of Communication in Organizations.

The second step of the communication process is to encode the meaning of the message into a form appropriate to the situation. The next step is to: a. ensure that the message is received. b. transmit the message through an appropriate channel or medium. c. decide the content of the message. d. decode the message into a form that has meaning for the receiver.

b. transmit the message through an appropriate channel or medium. After encoding the meaning of the message into a form appropriate to the situation, the next step is to transmit the message through an appropriate channel or medium. Common channels in organizations include meetings, e-mail or text messages, memos, letters, reports, and telephone calls. See 17-2: Communication and the Manager's Job.

_____ is an approach to communication that involves the manager literally roaming in an organization and having spontaneous conversations with others. a. Management by introspection b. Management by interpersonal communication c. Management by wandering around d. Management by prosecution

c. Management by wandering around Management by wandering around is an approach to communication that involves the managers literally roaming in an organization and having spontaneous conversations with others. Some managers keep in touch with what is going on by wandering around and talking with people involved with the company in some way. See 17-4: Informal Communication in Organizations.

______ is any communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves. a. Upward communication b. Interpersonal communication c. Nonverbal communication d. Horizontal communication

c. Nonverbal communication Nonverbal communication is any communication exchange that does not use words or uses words to carry more meaning than the strict definition of the words themselves. It often relies on facial expressions, body movements, physical contact, and gestures. See 17-4: Informal Communication in Organizations.

A _____ occurs when one person communicates messages to many others. a. single chain b. cluster chain c. gossip chain d. probability chain

c. gossip chain A gossip chain occurs when one person communicates messages to others. Each one, in turn, may either keep the information confidential or pass it on to others. See 17-4: Informal Communication in Organizations.

_____ in organizations serve as a solid basis for social support. a. Individual skills b. Micro-management c. Interpersonal relations d. Organizational skills

c. interpersonal relations Interpersonal relations in organizations serve as a solid basis for social support. Suppose that an employee receives a poor performance evaluation or is denied a promotion. Others in the organization can lend support because they share a common frame of reference—an understanding of the causes and consequences of what happened. See 17-1: The Interpersonal Nature of Organizations.

Interpersonal relations are personal and positive when the parties _____. a. are allowed to work completely on their own b. mostly share common family c. know each other and have mutual respect d. engage in workplace gossip

c. know each other and have mutual respect Interpersonal relations can be personal and positive when the parties know each other and have mutual respect. Two managers who have known each other for years, play golf together on weekends, and are close personal friends will likely interact at work in a positive fashion. See 17-1: The Interpersonal Nature of Organizations.