Business Management: Chpt. 13

Quiet employees are just as undesirable at meetings as employees who talk too much.

True

To communicate a new policy, managers should use written communication.

True

Well-written business messages are concise.

True

Gestures, movements, and mannerism used to communicate.

Body language

Delivering messages by means other than speaking or writing.

Nonverbal communication

A chart or diagram is a type of nonverbal communication.

True

Distortion occurs because people often "hear" what they want to hear.

True

Employee distrust and secrecy are apt to be found in closed cultures.

True

In the nominal group problem-solving method, employees vote to choose the best solutions rather than spend time defending their own suggestions.

True

Making eye contact is a form of body language.

True

Managers often work closely with informal group leaders to obtain support and to test new ideas.

True

Open cultures encourage creativity and problem solving at all levels.

True

People who whisper to each other during a business meeting create a distraction.

True

While some conflict in organizations may be healthy, too much conflict may be harmful.

True

Spam is priority mail.

False

Which statement is true about e-mail? a. E-mail lowers communication costs. b. E-mail decreases office productivity. c. E-mail slows decision making. d. E-mail increases paper handling.

A

An electronic message that contains abusive, threatening, or offensive content that may violate company policy or public law is a. an emoticon b. a flame c. a scream d. a spam

B

Which of the following is true about "management by walking around"? a. MBWA requires a manager to be in an outer office to greet callers. b. MBWA requires a manager to talk with employees at their work sites. c. MBWA permits any employee to walk into the manager's office at any time to discuss problems. d. MBWA applies to customers, not to employees.

B

Which of the ten rules of good listening is the one on which all others depend? a. ask questions b. stop talking c. listen to understand, not to oppose d. hold your temper.

B

Which statement is true about conflicts? a. conflicts usually do not challenge employees and stimulate new ideas. b. conflicts can become obstacles to job performance. c. conflicts do not usually lead to healthy discussions d. conflicts that are not resolved usually lead to longer-term problems.

B/D

Communication is a. passing along factual data b. sending information to another person c. a two-way process of sharing ideas and information d. shouting a request across a noisy room

C

The problem-solving method in which group members write down and evaluate ideas to shared with the group is called a. brainstorming b. networking c. nominal group technique d. self-directed work team

C

The means by which a message is conveyed.

Channel of Communication

The structure through which information flows in a business.

Communication Network

A strategy in which everyone involved in a conflict agrees to a mutually acceptable solution.

Compromise Strategy

Interference by one person with the achievement of another person's goals.

Conflict

Employees who receive downward-flowing information at meetings where feedback is encouraged are working in a. an authoritarian culture b. a closed culture. c. a formal culture d. an open cultrue

D

Formal communication in organizations flows a. upward b. downward c. upward and downward d. upward, downward, and across

D

The most dangerous approach to resolving conflict is a. avoidance b. compromise c. resentment d. win/lose

D

A win-lose strategy is the preferred way to handle most conflict situations.

False

Businesses can track outbound but not inbound messages.

False

Feedback from the receiver indicates that the sender mad a communication error.

False

For communication to occur, information must be put into words.

False

Managers should try to discourage employees from using informal communication channels.

False

When sending a customer unfavorable news, it is better to state the unfavorable news first to get it out of the way.

False

Wild and imaginative ideas are discouraged during brainstorming sessions.

False

A receivers response to a sender's message.

Feedback

The informal transmission of information among workers.

Grapevine

Unofficial way of sharing information in an organization.

Informal Communication Network

Unsolicited advertising via e-mail.

Spam