Chapter 15

Click and drag on elements in order. 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. Videoconference 5. Face-to-face meeting

Select all that apply How does access to social media tend to increase an organization's productivity? Better communication among employees Greater job satisfaction Ability to connect with personnel day and night Less employee turnover

Better communication among employees Greater job satisfaction Less employee turnover

Select all that apply Which of the following are types of barriers to communication? Cross-cultural barriers Personal barriers Physical barriers Emblematic barriers

Cross-cultural barriers Personal barriers Physical barriers

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? Faulty listening skills Lack of credibility Cultural differences Tendency to judge others' messages

Cultural differences

Select all that apply Except in unusual circumstances, which employees are usually NOT allowed to text at work? Accountants and bookkeepers Customer service representatives Cashiers Sales associates

Customer service representatives Cashiers Sales associates

Match each description with the type of communication it exemplifies.

Defensive communication: Aggressive, attacking, angry, passive, or withdrawing communication Nondefensive communication: Assertive, direct, and powerful communication

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct. Passive; aggressive Verbal; nonverbal Nondefensive; defensive Defensive; nondefensive

Defensive; nondefensive

What is the ability to recognize and understand another person's feelings and thoughts? Sympathy Telepathy Empathy Apathy

Empathy

In communication, women are more likely than men to use "I" statements. True False

False

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once. True False

False Reason: His advice was to tell your audience what you are going to say, say it, and then tell them what you said.

True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence. True False

False Reason: Writing is an essential management skill, made all the more so because of the elimination of administrative assistants who used to edit and correct business correspondence.

Select all that apply What tips are recommended for building a professional network of contacts? Identify your career goals, and target contacts who will help you achieve them. Build networks that serve your professional purposes. Remember that networking is a game based on self-interest. Cultivate relationships that require the least from you.

Identify your career goals, and target contacts who will help you achieve them. Build networks that serve your professional purposes.

What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization? Linguistic Informal Horizontal Vertical

Informal

How does having a social media policy benefit a business? It allows the company to monitor what employees are doing on the Internet after they leave work. It prevents customers from complaining online about their experiences with the 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 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 allows the company to monitor what employees are doing on the Internet after they leave work. 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 helps prevent employees from posting inappropriate online comments that damage the company's reputation.

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. Joshua tells his daughter to purchase a CD, meaning "certificate of deposit," but she thinks he means "compact disc." Raphael, who speaks French, cannot understand Ingrid, who speaks Norwegian. Nikki has caught her coworker lying several times, and she now believes little of what the coworker says.

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

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 Mindlessness Animosity

Mindlessness

Select all that apply What are some of the main causes of poor listening in modern times? Diminishing intelligence Mindlessness Information overload Cell phones

Mindlessness Information overload Cell phones

What type of communication consists of messages sent outside of the written or spoken word? Informal Verbal Nonverbal Grapevine

Nonverbal

What type of communication consists of messages sent outside of the written or spoken word? Nonverbal Verbal Grapevine Informal

Nonverbal

Select all that apply Which elements often become cross-cultural barriers to communication? Nonverbal gestures Religious beliefs Ethnocentrism Attachments to family

Nonverbal gestures Religious beliefs Ethnocentrism

What technology has most profoundly changed the principles of management and the nature of how businesses operate? Online social media Photocopy machines Page-design software Security systems

Online social media

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process? Sender Encoder Receiver Medium

Receiver

Select all that apply Which personal attributes are important for a career in business communication? Self-sacrifice Self-efficacy Self-motivation Self-awareness

Self-efficacy Self-motivation Self-awareness

Select all that apply To prepare for a career in business communication, you need to become competent in which areas? Social intelligence Financial theory Teamwork and collaboration New media literacy

Social intelligence Teamwork and collaboration New media literacy

Select all that apply According to Dale Carnegie, what are the three rules of an effective speech? Repeat it Tell them what you said Look them in the eye Tell them what you are going to say Say it

Tell them what you said Tell them what you are going to say Say it

Select all that apply Which of the following are types of informal communication channels? (Check all that apply.) A newsletter The office grapevine A public announcement Face-to-face communication

The office grapevine Face-to-face communication

Select all that apply Why do businesses establish a presence on social media platforms? To increase sales To interact with customers To increase brand awareness To monitor employees

To increase sales To interact with customers To increase brand awareness

Select all that apply Why can it be beneficial for a company to allow employees some use of personal texting on the job? To relieve stress To encourage employees to enjoy their time at work To improve work-life balance To help eliminate emails

To relieve stress To improve work-life balance

Select all that apply Identify the disadvantages brought about by the digital age. (Check all that apply.) Too many emails Lack of innovative solutions Security breaches Decreased privacy Decreased communication

Too many emails Security breaches Decreased privacy

Select all that apply What is typically specified in a social media policy for a business? Which social media sites an employee is allowed to access outside of work What consequences will be imposed on employees who fail to comply 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 Who is allowed to participate in social media at work When employees are allowed to use social media

Select all that apply Which statements accurately describe the way gender influences communication? Women are more apt to brag about their accomplishments. Men are less apt talk over others. Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.

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. passive active level 1 communicative

active

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _______ to communication. aversion feedback barrier

barrier

The transfer of information and understanding from one person to another is known as _____. communication data conversion knowledge verbal processing

communication

Active listening is the process of ______. recording a message in order to review its content later listening to your counterpart while moving decoding and interpreting verbal messages listening to a communicator while multi-tasking

decoding and interpreting verbal messages

Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them. measured efficient deliberate formal

efficient

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 monitor what other employees are doing with their time enhance their individual performance

enhance their individual performance

An organization's ______ communication channels include official memos, letters, reports, and announcements. grapevine obsolete formal informal

formal

Memos, letters, reports, and announcements are all examples of _______ communication in an organization. feedback informal formal

formal

Social media is used to generate ______ dialogue with members of a network. closed interactive one-way

interactive

How well a particular medium conveys information and promotes learning is called ______. jargon noise resistance media richness semantics

media richness

Building and maintaining a wide array of professional contacts is called ______. fellowshipping fraternizing networking working the room

networking

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication. nonverbal electronic hierarchical formal

nonverbal

Sound, time, and space are all _______ barriers to communication. personal physical cross-cultural

physical

In the communication process, the person for whom the message is intended is the

receiver

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 employees using more sick days difficulty in finding qualified job applicants

reduced productivity due to handling large volumes of e-mail

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____. communication enhancers e-mail clients social media chat clients

social media

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____. social media e-mail clients chat clients communication enhancers

social media

If you are able to empathize, you can ________ another person's feelings and thoughts. understand determine feel sorry for

understand

Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill. public speaking writing computer programming nonverbal communication

writing