MGT chapter 15

Which of the following are ways you can send positive nonverbal signals? (Check all that apply.)

Arrange the office to make it conducive to open communication. Use time properly. Pay attention to your body language.

True or false: Listening does not involve personal contact.

False

______ communication can take place among people in the same work team or in different departments.

Horizontal

True or false: A benefit of listening is that it helps develop trust between people.

True

True or false: A benefit of listening is that it helps develop trust between people. True false question.

True

Which are useful tactics managers can use to improve upward communication? (Check all that apply.)

Use surveys. Have an open-door policy. Hold town hall meetings

Which statement about managing the digital load is true?

When you check messages, you should try to reply right away.

In addition to good mechanics, effective writing requires Blank______.

clear, logical thinking

Which of the following is a risk associated with the use of electronic communications media?

company leaks

Having an open body position and facing the other person directly are ways to Blank______.

convey positive nonverbal signals

The flow of information from higher to lower hierarchical levels is known as Blank______ communication.

downward

For a manager's communication to be considered transparent, it must be perceived by the employees as Blank______. (Check all that apply)

having full disclosure timely accurate

Coordinating efforts, solving conflicts constructively, and providing social and emotional support are all benefits of Blank______ communication.

horizontal

The grapevine is a(n) Blank______ communication network.

informal

In one-way communication, there is Blank______.

no feedback loop

When a manager works to make sure that the recipients of her message can identify her perspective, reasoning, and intentions, she is focusing on improving her Blank______ skills.

sender

The Blank______ allows people to work anywhere as long as they have the tools to communicate with customers and colleagues.

virtual office

Mariela works for a company that offers a lot of flexibility. She often works from home or from her favorite coffee shop. Mariela also travels for work, so she also works on the plane or in her hotel room. All of these locations are Blank______.

virtual offices

Using a program like Microsoft's SharePoint (a type of electronic collaboration software) before face-to-face meetings Blank______.

yields a wider range of potential solutions

Which of the following is not one of the techniques for practicing how well one listens?

Anticipate what will be said.

Which statement about being a complete communicator is true? Multiple choice question.

Complete communicators must be effective senders as well as receivers.

To Damien, the manager of the parts department, Raquel, his top sales manager, always appeared to be sad, but she was a top salesperson, and her colleagues always referred to her as "upbeat." He didn't see what everyone else saw and critiqued Raquel's negative demeanor on her evaluation. What was getting in Damien's way in seeing Raquel as she actually was?

Damien's perception of Raquel

Which are more likely to result from interactions with managers who are skilled in listening? (Check all that apply.)

Employees think that their manager is showing an interest in them and are motivated to perform. Trust develops among managers and employees, which supports a culture of innovation.

True or false: A person is considered an effective writer as long as the message is free of spelling, punctuation, and grammatical errors.

False

Communications that are official, organization-sanctioned episodes of information transmission are known as which type of communication?

Formal

Simple ways to increase the opportunities for managers to engage with and listen to their employees include which of the following? (Check all that apply.)

Go to lunch with others, including those outside your group. Walk the halls and initiate conversations. Have coffee in a popular gathering place.

Which statement about the grapevine is true?

It can be informative but also destructive.

Which are disadvantages of oral communication? (Check all that apply.)

It can lead to spontaneous, regrettable statements. There is no permanent record of it.

Which are disadvantages of electronic communication? (Check all that apply.)

It presents a greater risk of distrust and potential lying by participants. It is generally more difficult to solve complex problems. It does not easily provide the ability to pick up on subtle, nonverbal clues.

Which of the following is NOT a rule of thumb for effective upward communication?

It should not be repeated.

Which are problems associated with downward communication?

Lack of openness Withholding of information Filtering

Which of the following are ways to improve presentation and persuasion skills? (Check all that apply.)

Make a connection with the audience. Negotiate a shared solution versus dictating orders.

Which of the following are problems associated with upward communication?

Managers may miss information from below due to information overload. People only share good news with their bosses and suppress bad news. Managers are bombarded with information and may neglect some of it.

Which of the following is a recommended guideline for exercising voice in upward communication?

Offer positive ideas

______ management is the practice of sharing with employees at all levels of the organization vital information previously meant for management's eyes only.

Open-book

Which are important functions of horizontal communication? (Check all that apply.)

Provides social and emotional support to people Allows coordination and problem solving among units Helps solve conflicts

Which are advantages to oral communication? (Check all that apply.)

Questions can be asked and answered. Feedback is immediate and direct. It is more persuasive.

Which best exemplifies a persuasive speaker?

The speaker is open with the audience and demonstrates passion.

Which statement about the importance of reading ability in organizations is INCORRECT?

The spoken word is more important in organizations, so reading is less emphasized.

Which statement about reading is true?

You should read messages as soon as possible.

The most powerful messages Blank______. (Check all that apply.)

are simple and informative convey excitement are told with stories and pictures

Which are ways to improve one's skills in sending a message? (Check all that apply.)

be consistent be direct be honest

Donaes sends out a newsletter to the top executives in her company each month. The newsletter contains the financial goals for the upcoming and previous months as well as the sales and profit figures for the same two months. She is clear that this information should not be shared with lower levels of management. Donaes is practicing Blank______.

closed-book management

Sawyer entertained conversations with his team to help them master the new manufacturing process and thus be more effective. He is engaging in the Blank______ process.

coaching

When Neal provides performance feedback to his employees with the intent of helping them be more effective in their jobs, Neal is performing which form of downward communication?

coaching

When managers engage in a dialogue with employees with the intended goal of helping them be more effective and achieve their full potential, they are engaging in the Blank______ process.

coaching

Mutaz is talking to Su about a project. Su can tell that Mutaz is unhappy with the project's progress because Su and Mutaz know each other well. This transmission of information is known as Blank______.

communication

The transmission of information and meaning from one party to another through the use of shared symbols is called Blank______.

communication

People are more likely to recall and accept messages presented as stories that are Blank______. (Check all that apply.)

credible emotional concrete surprising

Professor Pete told the class that their projects were due at 5:00 at the end of the week. All students but Joe turned in their projects by Friday afternoon. Joe sent his on Sunday afternoon and was surprised to learn his project would be marked down because it was late. Joe Blank______ the message differently from the rest of his peers.

decoded

A receiver reads or hears a message and attempts to interpret the sender's meaning. This is known as the Blank______ process.

decoding

Inadequate downward communication during difficult times can cause Blank______.

decreased job satisfaction

Communicating Blank______ makes delivering routine messages to large numbers of people in widespread locations faster and more efficient.

digitally

A manager assigning a task to her assistant is an example of Blank______ communication.

downward

Nonverbal messages convey information about Blank______. (Check all that apply)

emotions relationships power

Ample downward communication can be especially valuable during challenging times, such as during a corporate merger or acquisition, because Blank______.

employees are anxious about their future

Adequate upward communication within organizations is important because Blank______. (Check all that apply.)

employees can relieve some of their frustrations managers learn what is going on in the organization effective upward communication facilitates downward communication

A sender initiates the communication process by transforming a meaning into symbols and transmits the message through some channel. This is known as the Blank______ process.

encoding

The process of converting information into symbols that can be conveyed to others is known as Blank______.

encoding

The fewer the number of authority levels through which communication must pass, the less information will be lost or distorted. Therefore, a Blank______ organizational structure offers the advantage of fewer problems caused by filtering of information as it cascades through many layers.

flatter

When would e-mail be an inappropriate communication channel? (Check all that apply.)

for resolving a conflict between two subordinates for negotiating with a supplier for better terms in a long-term contract

When a customer calls in a complaint, the company requires that it be taken by a receptionist then communicated to a sales representative as well as the quality manager. This is an example of Blank______ communication.

formal

When two cashiers at a local grocery story share tips with each other on how to increase the speed that they get customers through their lane, they are engaging in what form of communication?

horizontal

When employees talk at work about what they did over the weekend, or to complain about their bosses, this is an example of Blank______ communication.

informal

Using jargon with individuals who are not familiar with common organizational buzzwords can Blank______ communication effectiveness.

interfere with

Reflection helps managers listen effectively because:

it results in more accurate two-way communication. it places greater emphasis on listening than talking.

Whether speaking or writing, people should consider the receiver's cultural and technical background and then adjust their Blank______ accordingly.

language

One problem of downward communication occurs as a result of filtering. This means that as information is passed downward it becomes Blank______.

less accurate

Jerry is careful to keep his mind open and listen for ideas when receiving spoken messages. Jerry seems to understand how to improve his Blank______ skills.

listening

When a message is complex, Blank______ media should be used, but when a message is routine, Blank______ media should be used.

more rich, less rich

An experienced project manager attended presentation skills training, where he received feedback that he had a habit of clasping and unclasping his hands as he spoke. The behavior was distracting to listeners and made him appear less authoritative. This is an example of an unintended negative effect his Blank______ behavior had on his ability to effectively communicate.

nonverbal

Which are skills managers need to be good receivers? (Check all that apply.)

observation listening reading

Which are skills managers need to be good receivers? (Check all that apply.)

observation reading listening

In Blank______ communication, information flows in only a singular direction—from the sender to the receiver.

one-way

Hillary sends out a newsletter to all employees in her company each month. The newsletter contains the financial goals for the upcoming and previous months as well as the sales and profit figures for the same two months. Hillary is practicing Blank______.

open-book management

When writing an effective message, writers should strive to make their communication Blank______. (Check all that apply.)

organized brief readable

The process through which people receive and interpret information is called Blank______.

perception

Coaching is a method of downward communication and is used by managers to give:

performance feedback to their direct reports. positive reinforcement when it is deserved.

Under which circumstances is effective downward communication especially important and valuable? (Check all that apply.)

prior to merging with another company upon learning there is a fire within the company's manufacturing facilities during an economic recession when the company is struggling to stay in business

A useful listening technique that requires a person to say what she thinks the other person is saying is known as:

reflecting.

When employees approach a manager to discuss a problem, the upward communication should be Blank______ and not punished.

reinforced

The amount of information a medium conveys is called media Blank______.

richness

E-mail is most suitable for Blank______ messages.

routine

Writing skills can be improved by Blank______. (Check all that apply.)

striving for clarity, organization, readability, and brevity developing a draft message and revising it for clarity

Josie closed on a new, rather expensive home last week after hearing from a coworker that everyone was going to get raises. This week, Josie's company announced a 15 percent layoff that included Josie. This is an example of how Blank______ can be harmful.

the grapevine

Reza tries not to listen to gossip in the workplace, but she also doesn't want to miss out in case useful or interesting information comes along. So, Reza occasionally indulges in watercooler conversations to hear about what's going on, either about employees or about work projects. This social network of informal communications is Blank______.

the grapevine

Which of the following is NOT a reason why employees often don't share bad news with management?

to prevent information overload

People's belief that the information their employer and others send them is of high quality, accurate and provides full disclosure in a timely manner is referred to as Blank______.

transparency

Carlos is constantly finding himself with information overload at the office. To better manage his productivity, Carlos should Blank______. (Check all that apply.)

turn off notifications when he needs to concentrate on a task only check his e-mail, texts, and other e-messages on a periodic basis throughout the day

When Miguel concluded his presentation to the Japanese client, he noticed the client nodding and saying hai (yes). Miguel knew that this meant the client Blank______.

understood the presentation

Gaining important knowledge from below requires managers to facilitate and motivate Blank______ communication.

upward

Bedan sends his manager weekly status reports and also e-mails her frequently about problems and issues. Which form of communication is Bedan using?

upward communication