Principles of Management Chapter 13
As Oscar encodes a message into an e-mail, which of the following are common pitfalls that he can avoid as the sender of a message?
Entering decimal points incorrectly. Leaving out facts. Misusing words. Using ambiguous phrases.
How does reflection help managers listen effectively?
It places greater emphasis on listening than talking. It results in more accurate two way communication. It helps managers get into the other's frame of reference.
Which of the following are skills managers need to be good receivers?
Listening Reading Observation
Which of the following events were occurred as a result of COVID-19 pandemic in 2020?
Millions of people discovered how to do their jobs remotely from home. People adapted to new business communication technologies. There were far less face to face interactions among customers, managers, employees, and suppliers.
How did the COVID-19 crisis of 2020 influence communication?
Millions of people learned to use remote communication technology.
Using jargon with individuals who are not familiar with common organizational buzzwords can _____ communication effectiveness.
to interfere with
The grapevine is a communication network that provides people with information, teaches them how to do their work successfully, and helps them __
to solve problems
Which of the following is not one of the techniques for practicing how well one listens?
anticipate what will be said
Which types of messages presented as stories are people more likely to recall and accept?
Credible Concrete Unexpected Emotional
Oral, written, and electronic are three __ for communication.
channels
A manager assigning a task to her assistant is an example of _______ communication.
downward
Why did the huge consulting firm Accenture need to create Accenture People?
Because many of their employees worked at widely dispersed client workplaces
All of the following are considered communication pitfalls that may result when the sender's intended message does not get across to the receiver except __.
Clarifying and paraphrasing help to ensure a clear message
Which of the following statements about being a complete communicator is true?
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
The flow of information from higher to lower levels in the organization's hierarchy is called __ communication.
Downward
Which of the following are reasons for seeking adequate upward communication?
Employees gain from the opportunity to communicate upward. Effective upward communication facilitates downward communication. Managers learn what is going on with their employees.
Which of the following are steps both managers and employees can take to avoid communication problems?
Ensure that the receivers attend to the message being sent. Consider the other person's frame of reference and attempt to send a message with that viewpoint in mind. Take concrete steps to minimize perceptual errors and improper signals.
True or false: For important messages and documents you should skim rather than reading slowly and carefully.
False
Which of the following are problems associated with downward communication?
Filtering Information overload Lack of openness
Effective communicators are also capable of observing and __ nonverbal communication.
Interpreting
Which of the following statements about the grapevine is true?
It cannot be eliminated.
What does it mean if a firm discloses relevant information?
It does not disclose all of the information; just the information that the audience has a legitimate reason to know.
What are the traits of the high quality information shared when a firm is showing transparency?
It fully disclosed relevant information. It is accurate. It is timely.
Which of the following describe Accenture People?
It is an internal social networking platform. It allows Accenture employees to collaborate anytime from widespread locations.
How do good managers avoid information overload?
Prioritize time around goals. Identify the items that are most important. Placing major business communications ahead of trivial e-mails.
Which of the following are effective methods of managing the grapevine in an organization?
Prohibit malicious gossip. Dispel uncertainties. Explain events that are important. Neutralize rumors.
Which of the following are important functions of horizontal communication?
Providing social and emotion support to people. Helping solve conflicts. Allowing coordination and problem solving among units.
When a manger works to make sure that the recipients of her message can identify her perspective, reasoning, and intentions, she is focusing on improving her __ skills
Sender
Which of the following programs offer videoconferencing features?
Skype WebEx GoToMeeting
Which of the following statements about the importance of observing and interpreting nonverbal communications are true?
Some companies train their sales forces to interpret the nonverbal signals of potential customers. Effective communicators are also capable of observing and interpreting nonverbal communications. A vital source of useful observations comes from personally visiting people and facilities.
How can employees benefit from upward communication?
Some of their frustrations will be decreased.
Which factors determine the level of authenticity for the receiver of a message?
The speakers ability to make a connection The speakers openness with the audience The speakers demonstration of passion
Which of the following statements about the importance of reading ability in organizations is incorrect?
The spoken word is more important in organizations, so reading is less emphasized.
Which traits are associated with the most powerful messages?
They convey excitement They are told with stories and anecdotes They are simple and informative
Which traits are associated with the most powerful messages?
They convey excitement. They are told with stories and anecdotes. They are simple and informative.
Which of the following statements about Skype and Zoom are true?
They offer videoconferencing features. They offer options for free service.
True or False: In flatter organizations, filtering is less of a problem with downward communication than in taller organizations.
True
Horizontal communication allows interaction __
among peers
When communicating a message, it helps to __
anticipate how your message might be misinterpreted
The grapevine is a(n) __ communication network.
informal
__ occurs when managers and employees are hit with too much material to process.
information overload
The smaller the number of authority levels through which communications travel, the __ information will be lost or distorted.
less
Jerry is careful to keep his mind open and listen for ideas when receiving spoken messages. Jerry seems to understand how to improve his ______ skills.
listening
Messages are authentic when speakers demonstrate that they are ______ as well as speaking.
listening
In addition to good mechanics, effective writing requires __
clear and logical thinking
Sawyer entertained conversations with his team to help them master the new manufacturing process and thus be more effective. He is engaging in the ______ process.
coaching
When managers engage in dialogue with employees with the intended goal of helping them be more effective and achieve their full potential, they are engaging in the __ 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 ______.
communication
The transmission of information and meaning from one party to another through the use of shared symbols is called __
communication
Proper word choice can improve or be detrimental to ______.
communication effectiveness
__ has become an essential component of workplace communication
E-mail has become a(n) __ instrument of workplace communication.
fundamental
Nonverbal actions tend to have a __ impact on the audience than other cues of a message.
greater
Even though they are not actually spoken or written, __ messages can support or undermine the stated message.
nonverbal
Hillary sends an e-mail to her subordinate without asking for a response. This is an example of ______ communication.
one way
In __ communication, information flows from the sender to the receiver with no feedback loop.
one way
Which of the following are common communication channels?
oral and written
__ is the process of receiving and interpreting information.
perception
__ is a process by which a person states what he or she believes the other person is saying.
reflection
The more information or cues a medium sends to the receiver, the __ the medium is.
richer
The amount of information a medium conveys is called media __
richness
The biggest hurdle to effectively avoiding information overload is __
separating important messages from common messages
What occurs when receivers respond to senders?
two-way communication
The ability to provide clear, logical thinking in addition to proper grammar, punctuation, and spelling is known as effective __ skills
writing
