MGT 220 Exam 5 (Ch. 17-20)
True
A communication audit allows organizations to improve the way in which they respond to routine and nonroutine circumstances. a. True b. False
it involves a lot of uncertainty about possible outcomes.
A task is considered complex when a. it involves a lot of uncertainty about possible outcomes. b. additional information is not needed to understand the task. c. standardized procedures are present to conduct the task. d. there are no subtasks that require a range of skills and knowledge.
team
A(n) _____ is defined as a group of two or more people with complementary skills who are committed to working together to achieve a specific objective. a. unit b. system c. team d. silo
make an emotional connection with the audience.
According to Aristotle, the goal of pathos is to a. appeal to the minds of the audience. b. provide the audience rationale for change. c. make an emotional connection with the audience. d. simply convey the facts to the audience.
True
According to Erving Goffman, the "front stage" dictates that we employ certain standards of politeness and decorum when communicating. a. True b. False
True
Although conformity may speed up the decision-making process, it often results in less than ideal or even negative outcomes. a. True b. False
False
Aristotle believed that pathos was the most important element of persuasion. a. True b. False
False
As the size of a team increases beyond 20 members, the tendency to collaborate increases as coordination activities increase. a. True b. False
Diane is an open communicator.
Cynthia and Diane are the production managers in an organization. While making presentations during team meetings, Diane, who is more talkative, uses a wide range of facial expressions and shares her feelings and personal information. In contrast, Cynthia keeps her feelings private and limits discussions to business-related topics. Based on this description, it can be inferred that a. Diane is a passive listener. b. Cynthia is a direct communicator. c. Diane is an open communicator. d. Cynthia is an interactive listener.
persuasion
Donald's speech captured the audience, and many left saying their opinion on the subject had been changed. This is an example of a. motivation. b. persuasion. c. deflection. d. negotiation.
Electronic mail
Edward, the head of human resources, needs to remind employees of an important approaching deadline. Which of the following communication media should Edward use to convey this message? a. Videoconferencing b. In-person meeting c. Recorded message d. Electronic mail
Approach
Identify a personal aspect that influences communication. a. Message b. Approach c. Context d. Medium
False
In the forming stage of team development, team members experience conflicts about interpersonal issues. a. True b. False
False
It is not necessary for effective teams to satisfy their team members. a. True b. False
downward vertical
Joe, the marketing manager, provided a sales manual to his sales personnel containing protocols to be followed in all sales situations. This is an example of _____ communication. a. filtered horizontal b. downward vertical c. interdepartmental horizontal d. upward vertical
Adam is a self-contained communicator.
Kevin and Adam are the marketing executives in an organization. While making presentations during team meetings, Kevin, who is more talkative, uses a wide range of facial expressions and shares his feelings and personal information. In contrast, Adam keeps his feelings private and limits discussions to business-related topics. Based on this description, it can be inferred that a. Adam is an interactive listener. b. Kevin is an indirect communicator. c. Adam is a self-contained communicator. d. Kevin is a passive listener.
Provide resources.
Kevin is leading a team whose members came together and got to know about their tasks and responsibilities, and got an idea about each of their team member's competencies.Which of the following should Kevin typically do during this stage of team development? a. Disband the team. b. Provide resources. c. Manage feelings of sadness. d. Help the team evaluate work.
False
Noise is often maximized by an ongoing back-and-forth process of seeking clarification. a. True b. False
credibility of the speaker.
Of the three elements of communication, ethos refers to the a. demonstrator's passion to argue. b. rationale for action. c. facts that need to be conveyed. d. credibility of the speaker.
False
One of the most cited reasons for dissatisfaction by direct reports is that their managers share too much information. a. True b. False
True
One of the most compelling ways to build a personal connection is through storytelling. a. True b. False
True
Social loafing occurs when team members disengage from the team process and fail to contribute to the team's recommendations or other deliverables. a. True b. False
In-person meeting
Stephen is a team leader in an organization that is currently laying off some of its employees. Stephen has to inform George, who has been with the organization for 20 years, that he is being laid off. Which of the following communication media should Stephen use to convey this message to George? a. Videoconferencing b. In-person meeting c. Recorded message d. Electronic mail
True
Tapping into a person's emotions is extremely important in encouraging an individual to take a risk, try something new, or change his or her behavior. a. True b. False
True
Teams that include members with divergent agendas often struggle to come together to accomplish their assigned task. a. True b. False
how a team works with others who have an interest in the team's performance.
The boundary manager determines a. whether the team's leader has the ability to effectively manage the team. b. the size and composition of a team to make sure it efficiently reaches its goals. c. the roles and task responsibilities of each team member during the forming stage. d. how a team works with others who have an interest in the team's performance.
task interdependence.
The extent to which group members need to work with and rely on each other to produce the collective work of the group is referred to as a. task complexity. b. individual accountability. c. task interdependence. d. conformity.
involve individual accountability and clearly defined leadership.
The factor that differentiates work groups from teams is that work groups a. possess the authority to manage their own work processes. b. involve individual accountability and clearly defined leadership. c. involve individuals working together to achieve a common goal. d. are preferred when the task is complex and sophisticated.
media
The formats used to convey messages, including oral, written, and electronic, are referred to as communication a. systems. b. media. c. styles. d. channels.
True
The success of diverse teams increases when their members possess a shared understanding of each other's strengths and limitations. a. True b. False
be careful about numbers
To bridge linguistic and communication differences, individuals should a. speak as fast as possible. b. be careful about numbers. c. use less white space in e-mail communications. d. use many colloquialisms.
True
To bridge linguistic and communication differences, individuals should be careful about telling jokes that may be culturally sensitive. a. True b. False
Tom has formed a horizontal team.
Tom, the head of human resources, is working on an important project for which he develops a team of five middle- level managers, each coming from a different department, including finance, IT, marketing, logistics, and production. The five managers will be reporting to Tom, who heads the team, and will coordinate among themselves to complete the project on time. This scenario shows that a. the managers belong to a functional team. b. Tom has formed a horizontal team. c. Tom has formed a geographically distributed team. d. the managers belong to a self-directed team.
False
Vertical teams are composed of employees from about the same hierarchical level but from several different departments in the organization. a. True b. False
True
When a team includes members with different primary languages, team members should avoid using jargon or slang. a. True b. False
The team contributes to team members' satisfaction.
Which of the following describes a team that is considered effective? a. The team follows a set of standard rules and procedures. b. The team enhances the ability of another team. c. The team enables members to work independently. d. The team contributes to team members' satisfaction.
Maria usually avoids making any verbal or nonverbal responses when someone else is talking.
Which of the following individuals is the best example of a passive listener? a. During presentations, James consciously tries to focus on what the speaker is saying. b. Erick tends to respond to speakers vocally when they say things with which he agrees. c. Maria usually avoids making any verbal or nonverbal responses when someone else is talking. d. Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling.
Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling.
Which of the following individuals is the best example of an empathetic listener? a. Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling. b. Maria usually avoids making any verbal or nonverbal responses when someone else is talking. c. Erick tends to respond to speakers vocally when they say things with which he agrees. d. During presentations, James consciously tries to focus on what the speaker is saying.
They have clear task objectives.
Which of the following is a characteristic of teams? a. They deal with simple tasks. b. Members work independently on tasks. c. They have clear task objectives. d. There is no specific timeline for task completion.
Biased thought processes
Which of the following is a disadvantage of the ladder of inference? a. Slow information processing b. Indecisiveness c. Biased thought processes d. Not suitable for stressful situations
April tends to listen to instructions, briefings, and other important information without performing other tasks.
Which of the following is an example of an attentive listener? a. Shawn attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker. b. April tends to listen to instructions, briefings, and other important information without performing other tasks. c. Richard refrains from making any verbal or nonverbal responses when someone else is talking. d. Ramona responds to speakers with vocal noises such as "ah" and "uh-huh" when speakers say things with which she agrees.
Angel attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker, asking, "How did that make you feel?"
Which of the following is an example of an empathetic listener? a. Angel attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker, asking, "How did that make you feel?" b. Carla tends to listen to instructions, briefings, and other important information without performing other tasks. c. Ronnie refrains from making any verbal or nonverbal responses when someone else is talking. d. Renaldo responds to speakers with vocal noises such as "ah" and "uh-huh" when speakers say things with which he agrees.
Mario relates similar experiences.
Which of the following is an example of deflecting in supportive communication? a. Mario relates similar experiences. b. Ricky reiterates the main points. c. Joy offers advice and suggestions. d. Jackie asks follow-up questions for clarification.
Joe reiterates the main points.
Which of the following is an example of reflecting in supportive communication? a. Julio relates similar experiences. b. Joe reiterates the main points. c. Doris offers advice and suggestions. d. Charles asks follow-up questions for clarification.
Medium
Which of the following is one of the core components of communication? a. Medium b. Approach c. Style d. Tone
Constructive conflict
Which of the following is one of the main components of a team process? a. Dominating discussions b. Constructive conflict c. Increased conformity d. Blocking behaviors
Jane, Jack, and Maria, as members of a team, use a significant amount of face-to-face communication to make operating decisions.
Which of the following is the best example of a collocated team? a. Mike, the project head, developed a team of middle managers from the marketing, finance, and production departments to work on a project together. b. Tom, a manager in the marketing department, had Jim and Jake, team members from the same department, reporting to him on the progress of an ongoing project. c. Jane, Jack, and Maria, as members of a team, use a significant amount of face-to-face communication to make operating decisions. d. Sam, Ben, and Nick are team members working from three different locations on the same project, reporting to their project manager through telephone calls and e-mails.
Sam, Ben, and Nick are team members working from three different locations on the same project, relying mainly on telephone calls, e-mails, and videoconferencing to interact with each other.
Which of the following is the best example of a geographically distributed team? a. Jane, Jack, and Maria, team members with different cultural backgrounds, are responsible for contributing information to a project based on cultural diversity. b. Mike, a project head, developed a team of middle managers from the marketing, finance, and production departments to work on a project together. c. Sam, Ben, and Nick are team members working from three different locations on the same project, relying mainly on telephone calls, e-mails, and videoconferencing to interact with each other. d. Tom, a manager in the marketing department, had Jim and Jake, project members who came from another country, reporting to him on the progress of an ongoing project.
Jane, Jack, and Maria, as members of a team, have the authority and responsibility to make decisions and to participate in processes that help the team succeed.
Which of the following is the best example of a self-directed team? a. Mike, the project head, developed a team of middle managers from the marketing, finance, and production departments to work on a project together. b. Tom, a manager in the marketing department, had Jim and Jake, team members from the same department, reporting to him on the progress of an ongoing project. c. Sam, Ben, and Nick are team members working from three different locations on the same project, reporting to their project manager through telephone calls and e-mails. d. Jane, Jack, and Maria, as members of a team, have the authority and responsibility to make decisions and to participate in processes that help the team succeed.
A team with members arguing with each other due to interpersonal issues arising from differences in the perspectives of each team member
Which of the following is the best example of a team in the storming stage of development? a. A team that has completed its task and dispersed, with some members feeling sad at the separation from the team on which they have been so dependent b. A team with members arguing with each other due to interpersonal issues arising from differences in the perspectives of each team member c. A team with members sharing their personal opinion with others and group members being more open to one another's ideas and suggestions d. A team that comes together and team members get to know about their tasks and responsibilities and each of their team member's competencies
Kevin, a manager in the marketing department, had Jim and Jake, team members from the same department, reporting to him on the progress of an ongoing project.
Which of the following is the best example of a vertical team? a. Jane, Jack, and Maria, as members of a team, have the authority and responsibility to make decisions and to participate in processes that help the team succeed. b. Kevin, a manager in the marketing department, had Jim and Jake, team members from the same department, reporting to him on the progress of an ongoing project. c. Sam, Ben, and Nick are team members working from three different locations on the same project, relying mainly on telephone calls and e-mails to interact with each other. d. Mike, the project manager, developed a team of middle managers from the marketing, finance, and production departments to work on a project together.
Men are generally inclined to value status and hierarchy more than women do.
Which of the following is true about gender differences in communication? a. Men are generally inclined to value status and hierarchy more than women do. b. Compared to women, men tend to spend more time communicating up in an organization. c. Men are more successful than women when they are advocating for the needs of their team members. d. Men are less likely to engage in self-promotion compared to women.
Jose, who has already shown skill at managing a collocated team
Which of the following managers should be assigned to lead a geographically distributed team? a. Jose, who has already shown skill at managing a collocated team b. Marci, who handles conflicts poorly, because conflicts seldom occur in geographically distributed teams c. Roger, who will not disclose team members' background information to other team members d. Saul, who seldom sets guidelines, because there are no timelines for virtual teams
Communication networks
Which of the following refers to the formal and informal connections through which individuals use their relationships with others to send and receive messages? a. Communication channels b. Communication systems c. Communication networks d. Communication media
Communication is an iterative and interactive process.
Which of the following statements about communication is true? a. Communication simply includes what is said and heard. b. Communication is seldom influenced by personal factors. c. Communication is an iterative and interactive process. d. Communication is a series of linear exchanges from one person to another.
It involves giving physical attention to a communication partner.
Which of the following statements about nonverbal communication is true? a. It involves giving physical attention to a communication partner. b. Space and objects do not impact the interpretation of communication. c. Nonverbal communication consists of letters, pictures, and symbols. d. Body language includes the dress and appearance of the individuals.
Team size should reflect the nature of the task.
Which of the following statements about team size is true? a. The optimal size of a team ranges from 20-30. b. It is generally better to have too many than too few members. c. As the size of a team increases beyond 20 members, the tendency to collaborate increases. d. Team size should reflect the nature of the task.
Teams are better than work groups when the task is complex and sophisticated.
Which of the following statements about teams and work groups is true? a. All teams may not be a work group, but all work groups are necessarily teams. b. Unlike teams, work groups are not effective at achieving a group's goals. c. Teams are better than work groups when the task is complex and sophisticated. d. Teams tend to have a clearer structure than work groups.
Verbal communication consists of sounds, letters, words, pictures, and symbols.
Which of the following statements about verbal communication is true? a. Verbal communication consists of giving physical attention to a communication partner. b. Listening and reading are the modes by which verbal communication is sent. c. Verbal communication consists of sounds, letters, words, pictures, and symbols. d. In verbal communication, speaking and writing are both driven by sensing information.
Communication that occurs in one-on-one or small group settings
Which of the following statements best describes interpersonal communication? a. Communication that occurs in one-on-one or small group settings b. The use of body language and objects to convey meaning to messages c. A process of offering advice and suggestions and relating similar experiences d. Communication that involves using sounds, letters, words, pictures, and symbols
Tom focuses more on members' needs than the team's goals.
Which of the following statements does not provide an example of an effective team leader? a. Tom focuses more on members' needs than the team's goals. b. Jill obtains information from external sources and shares it with the team. c. Carlos presents two perspectives and shows ways in which one is more relevant. d. Joe provides reinforcing comments when the team faces challenges.
Diverse team members tend to produce more creative and innovative solutions over the long term
Which of the following statements is true of diverse teams? a. Diverse team members generally lack complementary information and expertise. b. Collocated teams tend to be more diverse than geographically distributed teams. c. Dysfunctional conflicts are less likely to be experienced by diverse teams. d. Diverse team members tend to produce more creative and innovative solutions over the long term.
Effective teams include members with technical and interpersonal skills
Which of the following statements is true of team composition? a. All members should necessarily agree on how a problem has to be solved. b. Team members should not be open to new ideas as they might cause confusion. c. It is not necessary for teams to be composed of members with a common purpose. d. Effective teams include members with technical and interpersonal skills.
A team with some members feeling sad and some feeling relief but ready to move on to the next challenge
Which of the following teams is the best example of a team in the adjourning stage of development? a. A team with members sharing their personal opinion with others and group members being more open to one another's ideas and suggestions b. A team with members arguing with each other due to interpersonal issues arising from differences in the perspectives of each team member c. A team with some members feeling sad and some feeling relief but ready to move on to the next challenge d. A team with members getting to know their tasks and responsibilities and each of their team member's competencies
A team with members sharing their personal opinion with others and group members being more open to one another's ideas and suggestions
Which of the following teams is the best example of a team in the norming stage of development? a. A team with members sharing their personal opinion with others and group members being more open to one another's ideas and suggestions b. A team with members arguing with each other due to interpersonal issues arising from differences in the perspectives of each team member c. A team that has completed its task and dispersed, with some members feeling sad at the separation from the team on which they have been so dependent d. A team that comes together and team members get to know about their tasks and responsibilities and each of their team member's competencies
noise
While saying "yes," Mark shook his head no while looking down at the ground. Assuming he meant "yes," his body language represented ______ to the receiver of the message. a. channel b. tone c. approach d. noise
False
Work groups are better than teams when the task is complex and sophisticated. a. True b. False
Directness
____ refers to the amount of control an individual attempts to exercise in communication situations. a. Motivation b. Negotiation c. Persuasion d. Directness
Participation
____ refers to the extent to which individuals engage in the process of generating solutions and articulating their opinions and perspectives. a. Participation b. Conformity c. Influence d. Social loafing
Vertical
_____ teams are composed of a manager and his or her subordinates in the formal chain of command, usually in one functional department. a. Collocated b. Vertical c. Cross-functional d. Self-directed
Adam, a team leader, while assessing the performance of his team members, came to realize that their performance was deteriorating. In order to motivate them, Adam adopted the four-drive theory of motivation and differentiated good performers from average and poor performers. Moreover, he designed a reward system such that it was tied clearly to performance. From this scenario, it can be inferred that Adam tried to fulfill the employees' drive to
acquire
Which of the following theories is a variant on Maslow's hierarchy theory that involves three instead of five levels
alderfer's ERG theory
Managers at Bridgeport Company sought to establish a culture that fosters mutual reliance and friendship among coworkers, values collaboration and teamwork, and encourages sharing of best practices so as to fulfill employees' drive to
bond
Which of the following statements best describes the theory of operant conditioning
both positive and negative reinforcement increase behavior while punishment and extinction decrease behavior
According to Herzberg's two-factor theory, hygiene factors
care potential dissatisfiers that, when fulfilled, do not cause people to become satisfied
What statement about the reinforcement theory is true
ceasing to reward the behavior that was previously rewarded causes extinction
What is an extrinsic reward
compensation
The study of the incentives and needs that motivate people to perform in a certain way are called _____ theories of motivation
content
Managers at Glasglow Company sought to increase transparency in organizational processes, emphasize fairness, and build trust so as to fulfill employees' drive to
defend
Maria and Jose have worked together in the same office in the same position for quite some time. They have similar educational backgrounds and have been in the job for about the same period of time. Maria works extremely hard and often notices that Jose is taking long breaks and not putting in the same effort as she is. Thus, when she learns that Jose is paid $8,000 more than what she earns, she gets very upset and decides to reduce her effort and take long breaks as well. Which of the following theories explains this behavior
equity theory
The acronym ERG in Alderfer's theory of motivation refers to
existence, relatedness, and growth
According to Douglas McGregor, managers who conform to Theory X tend to use a blend of extrinsic and intrinsic rewards to motivate employees
false
In contrast to intrinsic motivation, extrinsic motivation is derived from aspects of "doing the job."
false
The _____ theory, proposed by Abraham Maslow, states that individuals have multiple needs that must be fulfilled in a specific order to ensure the greatest level of satisfaction
hierarchy of needs
What is an intrinsic reward
interesting task
Which of the following statements about extrinsic and intrinsic rewards is true
intrinsic rewards generally provide personal satisfaction
_____ refers to the desire, stimulus, or incentive to pursue a particular course of action
motivation
Which of the following is one of the three needs of McClelland's acquired needs theory
need for power
Theories that explain why people behave in ways to satisfy their needs and how they evaluate their overall level of satisfaction after they have attempted to fulfill their needs are called _____ theories of motivation
process
Where Joe works, he feels included and accepted. Based on Maslow's needs hierarchy as applied to the work environment, what is Joe's next level of need fulfillment
recognition and rewards
Richard uses rewards and punishments to induce desired behaviors. Richard subscribes to _____ theory
reinforcement
Edwin, a top manager in a bureaucratic organization, often provides advice, coaching, and support to employees and maintains a good reputation both inside and outside the organization. Based on McClelland's acquired needs theory, it can be inferred that Edwin is an example of a(n) _____ manager
socialized power-oriented
The managers in an organization wanted to reduce employee turnover by increasing employee job satisfaction. Therefore, they provided employees with a safe work environment and a sense of job security. However, the turnover rate did not decrease even after implementing these changes. During exit interviews, the employees complained that they do not have any opportunities for achievement and personal recognition. From this scenario, according to Herzberg's theory, it can be understood that
the organization falls short of motivators
Colleen, a manager who conforms to Douglas McGregor's _____, believes that employees inherently dislike work and need to be constantly monitored
theory X
John, a manager who conforms to Douglas McGregor's _____, believes that employees are motivated by extrinsic rewards, especially compensation
theory X
What statement about the goal-setting theory is true
tight deadlines for goal completion lead to a more rapid work pace
What is a characteristic of an organization's climate with high employee engagement
training and development
According to Herzberg, fulfilling potential dissatisfiers causes people to become less dissatisfied
true
Goal-setting theory states that the mere setting of difficult but achievable goals is a significant motivator of performance
true
Unlike Maslow, Alderfer believed that individuals could pursue multiple needs at once
true
