exam 4 terms

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as _____.

a linguistics style

According to Kotter, management and leadership are considered to be _____.

complementary to each other Kotter suggests that one is not better than the other, that in fact they are complementary systems of action.

A(n) ________ listener tries to determine the rationale of the speaker's argument, preferring logical presentations without interruptions, focusing on relationships among ideas, and waiting until all information is available before expressing opinions.

comprehensive

The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of _____.

downward communication

Speed reading works well for material that is _____.

easy or familiar

When your intended message is sent accurately in the least amount of time, you are a(n) _____.

efficient communicator

Lee worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication

encoding

______________ is the process of translating a message into understandable symbols or language.

encoding

______ power results from one's specialized knowledge.

expert Expert power is power resulting from one's specialized information or expertise.

At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. This is an example of communicating _____.

externally

Which of the following is the most appropriate media for a manager advising employees of a revision to the company's bonus structure?

face-to-face meeting

Doug gave some people street directions, but since they only nodded their heads and didn't repeat the directions back to him, he doesn't really know whether the directions were understood. This is an example of what type of barrier?

feedback

When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of _____.

feedback

Of the following, which medium is the least rich?

flier on a bulletin board

Active listening requires all except _____.

focusing on the delivery rather than content

Sharon told her team that she is moving forward with a change to the bonus structure, despite vocal objections from several team members. Sharon is using the ______ conflict-handling style.

forcing or dominating Forcing or dominating is simply ordering an outcome, when a manager relies on his or her formal authority and power.

Channels of communications that follow the chain of command and are considered as official are termed _____.

formal

Molly organized several teachers to discuss the school's interior painting scheduled for summer. They looked at several brands, and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers make up a(n) _____.

formal group A formal group is a group established to do something productive for the organization and is headed by a leader.

Rena, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in finance. She is said to be _____.

genderflexing

The introduction to a business speech should _____.

get right to the point

Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel.

grapevine; informal

The principal by-product of the norming stage of team development is _____.

group cohesiveness Group cohesiveness, a "we feeling" binding group members together, is the principal by-product of stage 3, norming.

Peer pressure, which leads group members to question the loyalty of other members who express dissent, is a symptom of _____.

groupthink Among the symptoms of groupthink is the illusion of unanimity and peer pressure. The illusion of unanimity is another way of saying that silence by a member is interpreted as consent. But if people do disagree, peer pressure leads other members to question the loyalty of the dissenters.

Genji sat through the meeting feeling convinced her team was misinterpreting recent marketing research, but she didn't say anything. The team leader, Peter, was her close friend, and she didn't want to disrupt the team since Peter perceived himself as very knowledgeable. Genji's team appears to be experiencing _____.

groupthink Groupthink is a cohesive group's blind unwillingness to consider alternatives. Here, team members are friendly and tight-knit, but they are unable to think "outside the box."

When members of a group are friendly and tight-knit, but unable to disagree enough to properly appraise alternatives, they are said to be experiencing _____.

groupthink Groupthink is a cohesive group's blind unwillingness to consider alternatives. In this phenomenon, group or team members are friendly and tight-knit, but they are unable to think "outside the box."

Levi led a team that has just finished up a very challenging research project that will assist management in developing long-range plans. Despite the stress of the past few months, most participants seem sad it's over. Now Levi should _____.

have an awards ceremony In the final stage, adjourning, members prepare for disbandment. Having worked so hard to get along and get something done, many members feel a compelling sense of loss. The leader can help ease the transition by rituals celebrating "the end" and "new beginnings." Parties, award ceremonies, graduations, or mock funerals can provide the needed punctuation at the end of a significant teamwork project.

Since hard feelings about group leadership and assignments had passed, Robin's group recently seemed to be relating much better. At the meeting tomorrow she should take advantage of this moment by _____.

helping the team identify group goals and values In the third stage, norming, conflicts are resolved, close relationships develop, and unity and harmony emerge. In the norming stage the leader should emphasize unity and help identify team goals and values.

Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating _____.

horizontally

When thieves use your name and good credit rating to get cash or buy things, it is known as _____.

identity theft

Which of the following is a source of intergroup conflict in the workplace?

inconsistent goals or reward systems A source of intergroup conflict is inconsistent goals or reward systems, when people pursue different objectives.

Which of the following is a characteristic of telecommuting?

increased ability to hire certain workers, such as homebound people with disabilities

______ communication channels develop outside the organizational structure and do not follow the chain of command.

informal

In all but the worst weather, Beth and three coworkers met each day at 12:15 to walk the wilderness trail behind their office building. This is an example of a(n) _____.

informal group An informal group is a group formed by people seeking friendship and has no officially appointed leader, although a leader may emerge from the membership. An informal group may be a collection of friends who hang out with one another, such as those who take coffee breaks together.

Acting humble or friendly or making someone feel good or important before making a request are influence tactics known as _____.

ingratiating tactics Ingratiating tactics include acting humble or friendly or making someone feel good or important before making a request.

Allen wants to change the CEO's mind about contracting an outside firm to outsource their customer service phone center. He decides to write a proposal, including a variety of arguments to support of his idea. Here, Allen should order his ideas from _____.

least controversial to most controversial

The power that managers have resulting from their formal positions within organizations is called ______ power.

legitimate Legitimate power, which all managers have, is power that results from managers' formal positions within the organization.

The three least used influence tactics, according to a recent survey of employees, are _____.

legitimating, coalition tactics, and pressure tactics There are nine tactics for trying to influence others, the least used of which are legitimating, pressure tactics, and coalition tactics.

The process of actively decoding and interpreting verbal messages, which requires full attention and processing, is known as active _____.

listening

According to Kotter, companies manage complexity in all the following ways except _____.

lobbying According to Kotter, companies manage complexity by planning and budgeting, organizing and staffing, and controlling and problem solving.

Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role.

maintenance A maintenance role is behavior that fosters constructive relationships among team members. Examples include harmonizers, those who mediate conflict through reconciliation or humor.

Someone at a team meeting who says, "Let's hear from those who oppose this plan," is performing a ______ role.

maintenance A maintenance role is behavior that fosters constructive relationships among team members. Saying, "Let's hear from those who oppose this plan," is playing a maintenance role.

During the information gap between what someone says and processing the information, good listeners do which of the following?

mentally summarize what's been said

The more management levels through which a message passes, the _____.

more distorted the message may become

Which of the following is not a disadvantage of larger groups?

more division of labor Because people are less able to see the worth of their individual contributions in large teams, they show less commitment and satisfaction and more turnover and absenteeism.

If you want your writing to establish a common ground with the reader and make your overall argument stronger, you should order your arguments from _____.

negative to positive

A manager needs to inform employees that the quarterly project management training will start on May 1, about two months from now. Generally, which of the following should the manager use in this situation?

newsletter

The stage during which a group sets guidelines about issues like attendance and punctuality is the ______ stage.

norming In the norming stage, teams set guidelines related to what members will do together and how they will do it. The teams consider such matters as attendance at meetings, being late, and missing assignments as well as how members treat one another.

Which of the following is not a personal barrier to communication?

obsolete technology

The average speaker communicates about ______ as many words as the average listener can process.

one-fourth

Which of the following indicates how official communications should be routed?

organizational chart

When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." This is an example of using a(n) _____.

personal appeal Personal appeals occur when one refers to friendship and loyalty when making a request. Example: "We've known each other a long time, and I'm sure I can count on you."

Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. This is an example of a(n) ______ barrier to communication.

physical

Tracie, working at a research facility in Washington D.C., needs to communicate with Juan, who is in Mexico City, about a project they are working on. Although Juan has perfect command of English, they are still facing a(n) ______ barrier to communication.

physical

Using threats or intimidation to persuade someone is which influence tactic?

pressure Pressure tactics are the use of demands, threats, or intimidation to gain compliance. Example: "If this doesn't happen, you'd better think about cleaning out your desk."

Claire wanted to tell her employee about the seminar, but she put the flier in a stack of papers and forgot about it until after the deadline to sign up. This is an example of what type of barrier to communication?

sender barrier

Which of the following is not a disadvantage of e-mail?

sheer number that must be handled by the average worker

Which of the following is a "do" when attempting to improve communication?

smile

The source for crowdsourcing is most often _____.

the online community

Communication is _____.

the transfer of information and understanding from one person to another

Which of the following is appropriate for workplace e-mail?

trimming of the sender's e-mail when replying

Which of the following is a disadvantage of smaller groups?

unfair work distribution Small teams have some disadvantages: fewer resources, possibly less innovation, and unfair work distribution.

The grapevine is _____.

used by employees when threatened or insecure

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is _____.

using prevention techniques like strong passwords

A manager who is instructing his employee about work tasks is communicating _____.

vertically

Of the following, which medium is the richest?

videoconference

Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called _____.

videoconferencing

Which of the following is a manifestation of excessive conflict in the workplace?

violence and workplace aggression Workplace aggression and violence are manifestations of excessive conflict.

Which of the following is a tip for writing more effectively for business purposes?

Start by stating your purpose and what you expect of the reader.

______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens.

Telepresence technology

All of the following are rules for using smartphones except _____.

Text during meetings or other conversations

In which of the following conditions should constructive conflict be stimulated?

The group seems to have inertia and be apathetic. Constructive conflict, if carefully monitored, can be very productive under a number of circumstances, including when your work group seems afflicted with inertia and apathy resulting in low performance, when there's a lack of new ideas and resistance to change, and when there seems to be a lot of groupthink in the work unit.

Which of the following is a step in the communication process?

The message is transmitted through a medium

During the performing stage of team development, the group answers the question _____

"Can we do the job properly?" During the performing stage the group asks, "Can we do the job properly?"

The question individuals ask during the norming stage of group development is _____

"What do the others expect me to do?" In the third stage, norming, conflicts are resolved, close relationships develop, and unity and harmony emerge. For individuals, the main issue is "What do the others expect me to do?"

The question the group is asking during the forming stage of group development is _____

"Why are we here?" For the group, the question in the forming stage is "Why are we here?"

Generally, people comprehend about ______ of a typical verbal message

35%

Which of the following is not a factor to help achieve team cohesiveness?

Assign a large team of 16 to 20. Factors to help achieve cohesiveness: (1) Keep the team small. (2) Encourage members' interaction and cooperation. (3) Emphasize members' common characteristics. (4) Strive for a favorable public image to enhance the team's prestige. (5) Give each member a stake in the team's success, or a "piece of the action." (6) Point out threats from competitors to enhance team togetherness. (7) Ensure performance standards are clear, and regularly update members on team goals. (8) Frequently remind members they need each other to get the job done. (9) Direct each member's special talents toward the common goals. (10) Recognize each member's contributions.

Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following are possible, how should executives communicate this?

Hold a face-to-face meeting

Which of the following statements is not true about communication in the workplace?

Improving communication can save time, but not money.

______ is likely to cause a semantic barrier to communication.

Jargon

A manager who literally wanders around her organization and talks with people across all lines of authority is doing _____.

MBWA

_______ is about coping with complexity and ______ is about coping with change.

Management; leadership John Kotter suggests that management is about coping with complexity and leadership is about coping with change.

Which of the following is not a suggestion that may help you be a good listener?

Memorize the details.

Groups that make it through storming generally do so because _____.

a respected member other than the leader challenges the group to resolve power struggles Groups that make it through storming generally do so because a respected member other than the leader challenges the group to resolve its power struggles so something can be accomplished.

Which of the following is not an example of noise in the communication process in a typical classroom?

a student answering a professor's question

Which of the following is an advantage of larger groups?

ability to take advantage of division of labor and more resources Teams with 10 to 16 members (large) have different advantages over small teams: more resources and the ability to take advantage of division of labor.

Larry proposed the purchase of a new Epson copier to his boss. Amir said that he has always used and liked Xerox copiers, but when he thinks about it later, he realizes he does not really feel strongly about it. Amir should probably adopt a(n) ______ conflict-handling style in this matter.

accommodating Accommodating is allowing the desires of the other party to prevail. It is appropriate to let the other party have her way when the issue is not important to you and it is not complex.

Of the following, which is the best way for leaders to cope with change?

aligning people Leadership copes with change in three ways: setting a direction, aligning people, and motivating and inspiring.

During the forming stage, the leader should _____.

allow people to socialize and become acquainted During the forming stage, leaders should allow time for people to become acquainted and to socialize.

Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and is determined to run the project how he thinks best. This is an example of which personal barrier to communication?

an oversized ego

Which of the following is not one of the five sources of power?

appearance Five sources of power include expert, referent, coercive, legitimate, and reward.

Most people tend to ______ when conveying bad news or negative feedback.

avoid eye contact

Paige missed another deadline and her boss, Linda, is very upset. She will have to explain to the client again why the project is behind. Linda thinks she may say something she'll regret if she talks to Paige about this now, so she decides to wait awhile. Linda is using the ______ conflict-handling style.

avoiding Avoiding involves ignoring or suppressing a conflict. Avoidance is appropriate for trivial issues, when emotions are high and a cooling-off period is needed, or when the cost of confrontation outweighs the benefits of resolving the conflict.

When issues causing conflict are trivial, or when emotions are high and cooling off would be helpful, which conflict-handling style is preferable?

avoiding Avoiding involves ignoring or suppressing a conflict. Avoidance is appropriate for trivial issues, when emotions are high and a cooling-off period is needed, or when the cost of confrontation outweighs the benefits of resolving the conflict.

Compared to women, men tend to _____.

be indirect when admitting fault

Which of the following is an advantage of smaller groups?

better interaction, morale, and coordination Smaller groups have two advantages: better interaction and better morale.

According to Deborah Tannen, men are more likely than women to _____.

boast about achievements

Maneka is on a team with Larson, and they are often in conflict. Maneka likes to begin her work with careful planning and she gets started immediately. Larson, on the other hand, likes trying out several ideas, and tends to be working frantically at the last minute. Their team conflict most likely stems from _____.

clash of personality, values, and attitudes Personality, values, attitudes, and experience can be so disparate that sometimes the only way to resolve individual differences like personality clashes is to separate two people. Maneka and Larson have two entirely different attitudes toward meeting deadlines.

Which of the following is a "don't" when attempting to improve communication?

close your eyes

Karl was put on probation for a string of customer complaints about his poor service and professionalism. His supervisor was using ______ power.

coercive Coercive power, which all managers have, results from managers' authority to punish their employees. Punishment can range from verbal or written reprimands to demotions or terminations.

The disadvantage of the ______ conflict-handling style is that it is very time-consuming

collaborating The strength of collaborating is its longer-lasting impact because it deals with the underlying problem, not just its symptoms. Its weakness is that it's very time-consuming.

Workplace performance is maximized when _____.

conflict is at a moderate level A moderate level of conflict can induce creativity and initiative, thereby raising performance. Too much or too little conflict has been shown to reduce performance.

Lamar brought his proposal to Lindsay before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Lamar is using which influence tactic?

consultation Consultation means trying to get others to participate in a decision or change. Example: "I wonder if I could get your thoughts about this matter."

The influence tactic most likely to result in the enthusiastic commitment of employees is _____.

consultation Research shows that of the three possible responses to an influence tactic, which are enthusiastic commitment, grudging compliance, and outright resistance, commitment is most apt to result when the tactics used are consultation, strong rational persuasion, and inspirational appeals.

Which of the following is not characteristic of workgroups with excessive conflict?

creativity Excessive conflict can erode organizational performance because of political infighting, dissatisfaction, lack of teamwork, and turnover. But work groups, departments, or organizations that experience too little conflict tend to be plagued by apathy, lack of creativity, indecision, and missed deadlines.

Which of the following is not an element of the communication model?

decoder

Which of the following is not a norm of the Millennial generation?

desire to accept facts and authority at face value

Which of the following is not appropriate to include in the conclusion of a speech?

details you forgot from earlier

Rebecca asked Gavin, one of her team members, to purposefully think of and voice criticisms as the group discussed a popular idea to open a branch office in another state. This is an example of the use of _____.

devil's advocacy Devil's advocacy is the process of assigning someone to play the role of critic to voice possible objections to a proposal and thereby generate critical thinking and reality testing.

A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was _____.

public speaking ability

In recent studies, the generic influence tactic that employees cite as most used in the workplace is _____.

rational persuasion There are nine tactics for trying to influence others. The most used is rational persuasion, which is trying to convince someone by using reason, logic, or facts.

Roger was talking to a coworker in a meeting, and wasn't listening when his supervisor announced work assignments. This is an example of what type of barrier to communication?

receiver barrier

Power deriving from one's personal attraction is called ______ power.

referent Referent power is power deriving from one's personal attraction. This kind of power characterizes strong, visionary leaders who are able to persuade their followers by dint of their personality, attitudes, or background.

Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power.

referent Referent power is power deriving from one's personal attraction. This kind of power characterizes strong, visionary leaders who are able to persuade their followers by dint of their personality, attitudes, or background.

Anar congratulated her staff when the team received an industry award for their project, and also sent a companywide e-mail announcing it. Here, Anar is using her ______ power.

reward Reward power, which all managers have, is power that results from managers' authority to reward their employees. Rewards can range from praise to pay raises, from recognition to promotions.

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback.

rich

Members of a team develop their ______ based on the expectations of the team, of the organization, and of themselves.

roles Roles are socially determined expectations of how individuals should behave in a specific position. Members develop them based on expectations of the team, the organization, and themselves.

The study of the meaning of words is called _____.

semantics

Terry was part of an 18-person grounds beautification committee, and among its responsibilities were monthly parking lot cleanup and weekly patio sweeping. He was a part of the committee at his boss's request, but had never actually helped with anything. This is likely an example of _____.

social loafing The larger the size of the team, the more likely performance is to drop, owing to the phenomenon known as social loafing, the tendency of people to exert less effort when working in groups than when working alone.

Ken, whose primary job is supervising a small production group, is not getting cooperation from all members on the cross-functional team he leads. In particular, Bethany, a senior marketing manager, seems to resist his direction and tries to influence team members to go in another direction. The source of conflict in this case may be _____.

status differences A source of intergroup conflict is status differences, when there are inconsistencies in power and influence. It can happen that people who are lower in status according to the organizational chart actually have disproportionate power over those theoretically above them, which can lead to conflicts.

The statement "Young men are reckless" reflects a(n) _____.

stereotype

The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ______ stage.

storming The storming stage is a time of testing. Individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure.

Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and had not completed her tasks. This team is in what stage of group development?

storming The storming stage is a time of testing. Individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure. Subtle forms of rebellion, like procrastination, occur. Groups can stall here when power politics erupt into open rebellion.

Jamal points out during the meeting that the group has fallen a half hour behind schedule according to the agenda, and should get back to the important work at hand. He is performing a ______ role.

task A task role, or task-oriented role, consists of behavior that concentrates on getting the team's tasks done. Task roles keep the team on track. If you say in a team meeting, "What is the real issue here? We don't seem to be getting anywhere," you are performing a task role.

Which of the following is not a way in which nonverbal communication is expressed?

write a thank-you note