Assignment: Chapter 13: Managing Communication

The new employee was accustomed to communicating via email, but he needed to choose a different ___ for communication because his clients preferred to talk on the telephone.

channel

As an effective communicator, the director of public relations knows that face-to-face communication with journalists is high in ___ because people can engage in give-and-take, while press releases are much lower in that regard. Employees feel that Sheryl ___ because she is direct and truthful about what they need to do and how they can improve, but she is never sarcastic or shaming.

channel richness communicates with candor

You believe your employee Oscar is experiencing ___ because he keeps putting off meeting with you about his performance review.

communication apprehension

One example of ___ is a wiki, a site where community members can add and discuss information to develop a resource for the entire community. Wikipedia is a famous example of a wiki. Domino's used social media to apologize to customers after someone uploaded a damaging video to YouTube showing employees defacing pizzas. This is an example of how companies can use social media to ___.

social media communicate with customers

A content community like YouTube is an example of ___ Social media sites like Yammer and Slack help companies ___ by allowing them to share professional information and ideas with each other.

social media engage employees

Managers are using ___ to talk across organizational boundaries with people at different levels about vision and values.

strategic conversation

Which of the following statements is most likely to get employees to want to achieve the goals of the company? A. "Our vision is to 'Beat Caterpillar'." B. "To achieve our goals, you must take the following steps." C. "Our goals are your goals." D. "You will work your hardest this month."

A. "Our vision is to 'Beat Caterpillar'."

Your company repairs household appliances such as microwaves, dishwashers, and clothes dryers. Your manager, Naomi, is excited about the potential for social media to drive organizational performance. She is considering a number of possible projects, and she asks your advice about how to use social media appropriately. Which of the following could be a good social media initiative for our company? A. Begin using an internal social networking site like Yammer where repair technicians can report a problem and quickly get advice from other technicians who have seen that problem before. B. Develop a wiki to facilitate performance reviews and communicate feedback to employees.

A. Begin using an internal social networking site like Yammer where repair technicians can report a problem and quickly get advice from other technicians who have seen that problem before.

Employee reluctance is a major problem withupward communication. Which of the following actions can managers take to resolve this problem? Check all that apply. A. Never punish employees for bringing problems to the manager's attention. B. Reward employees for offering suggestions. C. Eliminate periodic performance reports. D. Manage by wandering around.

A. Never punish employees for bringing problems to the manager's attention. B. Reward employees for offering suggestions. D. Manage by wandering around.

You are a member of a project team revising the Nvidia Corporation's ethics policy. The team has representatives from five divisions: Software Engineering, Graphic Design, Business Systems, Demand Planning, and Corporate Communications. You are the Corporate Communications representative and the team's leader. Audra, a member of the project team, suggests that the team review a new draft of the ethics policy. She says the policy will have positive effects on the team's performance and on the organization as a whole. What is the most important message your colleague is trying to convey? A. She wants to present a new draft of the ethics policy. B. She is concerned that her work isn't being valued. C. The other members of the team are ineffective.

A. She wants to present a new draft of the ethics policy.

Which of the following could be a good social media initiative for our company? A. Start a blog to post advice that homeowners can use to take care of their appliances and make them last longer. B. Follow all the company's employees on social networking sites to track their behavior outside of work.

A. Start a blog to post advice that homeowners can use to take care of their appliances and make them last longer.

Lola is responsible for redesigning work in her organization, and she frequently must persuade people to accept change, often not an easy task. She asks you for some tips. What advice do you give her? Check all that apply. A. Use multiple channels to communicate the same message, such as face-to-face meetings followed up with emails. B. Remove emotions from the equation, focusing instead on delivering the logical reasons for change. C. Describe the benefits that employees will experience as a result of the changes. D. Cultivate an aura of charisma, which is expected of leaders, rather than of expertise, which is expected of followers.

A. Use multiple channels to communicate the same message, such as face-to-face meetings followed up with emails. C. Describe the benefits that employees will experience as a result of the changes.

Ann: I don't think this fruit is very fresh. Ann: Excuse me, these peaches all seem to have brown spots on them. Nanci: This customer doesn't like out fruit. Nanci: I'm sorry, maa'm, would you like me to check in the back and see if we have some other peaches?

Ann's speech segment represents a message Nanci's thought represents decoding In this conversation, verbal speech is the channel

Learning to communicate with candor can mean breaking old habits, which is sometimes difficult. What benefits of using candor make the effort worthwhile? Check all that apply. A. Decision making will slow down due to increased time spent in communication, resulting in more thoughtful decisions. B. There is a greater exchange of ideas, which promotes learning in the organization. C. When managers speak their minds, employees quickly learn what ideas are and are not acceptable, and there is less dissent. D. Employees feel comfortable speaking freely, knowing that they can trust their managers.

B. There is a greater exchange of ideas, which promotes learning in the organization. D. Employees feel comfortable speaking freely, knowing that they can trust their managers.

Your company repairs household appliances such as microwaves, dishwashers, and clothes dryers. Your manager, Naomi, is excited about the potential for social media to drive organizational performance. She is considering a number of possible projects, and she asks your advice about how to use social media appropriately. Which of the following could be a good social media initiative for our company? A. Start an internal company blog to post news about impending layoffs and merger discussions. B. Use Twitter to post news of product recalls and safety tips for customers, such as the importance of getting safety checks for furnaces and water heaters each fall.

B. Use Twitter to post news of product recalls and safety tips for customers, such as the importance of getting safety checks for furnaces and water heaters each fall.

This diagram representsupward communications. Which of the following are examples of this type of communication? Check all that apply. A. Engineers Shawn Fanning and Dustin Mierau discuss possible features for Path, the personal networking program they created together. B. The CEO of Nokia, Stephen Elop, meets with 2,000 employees to tell them why he is recommending that they abandon Nokia software to use less popular software from Microsoft. C. Anya Kamenetz, a reporter for The Village Voice, presents her editor with the first draft of a story in a yearlong series titled "Generation Debt: The New Economics of Being Young." D. Cargill's director of high-intensity sweeteners, Zanna McFerson, tells her boss, Marcelo Montero, the president of Cargill's Health and Nutrition division, that a glycoside called Rebiana can be used to create a new artificial sweetener to be called Truvia.

C. Anya Kamenetz, a reporter for The Village Voice, presents her editor with the first draft of a story in a yearlong series titled "Generation Debt: The New Economics of Being Young." D. Cargill's director of high-intensity sweeteners, Zanna McFerson, tells her boss, Marcelo Montero, the president of Cargill's Health and Nutrition division, that a glycoside called Rebiana can be used to create a new artificial sweetener to be called Truvia.

During the COVID-19 pandemic, you receive a memo from the COO of your company. In part, the memo says, "I've been working with my wife to figure out a work schedule so we can do homeschooling with our two pre-school children, and I know that many of you are going through the same discussions with your spouses right now." This statement will help the manager persuade employees to take action toward achieving company goals because it allows him to: A. Establish credibility. B. Build goals on common ground. C. Connect emotionally with employees. D. Use multiple media to send his message.

C. Connect emotionally with employees.

During a meeting proposing staff restructuring in the accounting department, the junior accountant frowns and pushes his chair away from the conference table. He slouches and crosses his arms over his chest. What message is the junior accountant expressing nonverbally? A. He is open to the discussed changes. B. He is ready to implement the discussed changes. C. He is resistant to the discussed changes.

C. He is resistant to the discussed changes.

Popular examples of social media sites are ___ and Twitter, where companies can track and respond to customer feedback. On Mother's Day, Fenty, a cosmetics company, sent out a Tweet asking people for photos and stories of moms wearing the brand's make-up. This is a good example of how companies can use social media to ___.

Facebook listen to customers

Frank: I've got to get Ed to do his work faster. Frank: Ed, let's meet in my offive and go over your last project report. Ed: I'll bet that Frank really liked my work! Ed: Sure, Frank, what time is good for you?

Frank's transition from thought to speech represents encoding Ed's thought represents decoding Ed's speech represents feedback

Sally: I'd like to go see that new ron Howard movie tonight. Sally: Hey, Morgan, do you want to go with me to the movies tonight? Morgan: Sally must have a crush on me! Morgan: Sure, Sally, what are we going to see?

In this conversation, Sally is the sender In this conversation, Morgan is the receiver Morgan decodes Sally's message incorrectly as a result of noise

Managers can expect communication to take up ___ of their workday.

at least 80%

This diagram represents ___ communications. Which of the following are examples of this type of communication? Check all that apply. A. The CEO of Nokia, Stephen Elop, meets with 2,000 employees to tell them why he is recommending that they abandon Nokia software to use less popular software from Microsoft. B. A team of doctors, nurses, technicians, and managers get together at Highland Hospital to discuss ways to save money. They agree to swap a lab kit that costs $96.50 for one that costs $0.29. C. Cargill's director of high-intensity sweeteners, Zanna McFerson, tells her boss, Marcelo Montero, the president of Cargill's Health and Nutrition division, that a glycoside called Rebiana can be used to create a new artificial sweetener to be called Truvia. D. Hewlett-Packard CEO Meg Whitman announces to employees that HP will cut its workforce by up to 30,000 people.

downward A. The CEO of Nokia, Stephen Elop, meets with 2,000 employees to tell them why he is recommending that they abandon Nokia software to use less popular software from Microsoft. D. Hewlett-Packard CEO Meg Whitman announces to employees that HP will cut its workforce by up to 30,000 people.

Information dropoff from higher to lower levels of an organization is a major problem with ___ communication. Which of the following actions can managers take to resolve this problem? Check all that apply. A. Use the correct communication channel for the message. B. Increase the number of people through which the message travels. C. Use active listening to get feedback on what message has been received. D. Maintain consistency between verbal and nonverbal messages.

downward A. Use the correct communication channel for the message. C. Use active listening to get feedback on what message has been received. D. Maintain consistency between verbal and nonverbal messages.

If you would like to get ice cream with your friend, you ___ by saying, "How about getting some ice cream with me?"

encode that thought

Marcela heard her manager loud and clear: Marcela needed to be more careful in her work or she wouldn't have a job. Marcela ___ to her manager, saying, "I will definitely make fewer errors from now on."

gave feedback

Interdepartmental politics is a major problem with ___ communication. Which of the following actions can managers take to resolve this problem? Check all that apply. A. Focus communication on achieving a certain task or outcome. B. Establish goals for communication in advance. C. Create dotted-line relationships to formalize communications. D. When creating teams, choose people with wide differences in rank within the organization.

horizontal A. Focus communication on achieving a certain task or outcome. B. Establish goals for communication in advance.

This diagram represents ___communications. Which of the following are examples of this type of communication? Check all that apply. A. Anya Kamenetz, a reporter for The Village Voice, presents her editor with the first draft of a story in a yearlong series titled "Generation Debt: B. The New Economics of Being Young." Hewlett-Packard CEO Meg Whitman announces to employees that HP will cut its workforce by up to 30,000 people. C. Engineers Shawn Fanning and Dustin Mierau discuss possible features for Path, the personal networking program they created together. D. A team of doctors, nurses, technicians, and managers get together at Highland Hospital to discuss ways to save money. They agree to swap a lab kit that costs $96.50 for one that costs $0.29.

horizontal C. Engineers Shawn Fanning and Dustin Mierau discuss possible features for Path, the personal networking program they created together. D. A team of doctors, nurses, technicians, and managers get together at Highland Hospital to discuss ways to save money. They agree to swap a lab kit that costs $96.50 for one that costs $0.29.

A manager who communicates ___ influences people to pay attention to the organization's goals and work to achieve them.

in a purpose-directed way