Ch. 17

Describe the difference between centralized networks and decentralized networks.

-Centralized network is a team communication structure in which team members communicate through a single individual to solve problems or make decisions -decentralized network, the communication structure allows team members to communicate freely with one another and arrive at decisions together

Briefly describe the communication process.

1. development of a message 2. The message is encoded into symbols that are then sent through a selected channel 3. The symbols are then received and decoded into a received message 4. response is sent as feedback

According to the text, all of the following are ways managers can improve their writing skills EXCEPT: A. writing lengthy explanations. B. respecting the reader. C. getting a second opinion. D. knowing your point and get to it. E. writing clearly rather than impressively.

A

Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news? A. Face-to-face B. E-mail C. Instant messaging D. Telephone E. Handwritten letter

A

Many organizations use suggestion boxes, open door policies, and surveys to facilitate: A. upward communication. B. downward communication. C. formal communication. D. informal communication. E. diagonal communication.

A

One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. Amy believes that successful managers solicit and respond to upward communication. Information that can be expected with upward communication includes all of the following EXCEPT which one? a.Procedures and practices b.Suggestions for improvement c.Financial and accounting information d.Performance reports e.All of these are included.

A

What are the key elements of communication? A. Encoding, message, and feedback B. Encoding, noise, and symbols C. Message, circuit, and decoding D. Feedback, message, and perception E. Feedback, circuit, and perception

A

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed? A. Channel B. Message C. Sender D. Filter E. Receiver

A

When informing your staff of the date for the company picnic, a _____ would be most practical and successful. A. memo B. telephone C. video conference D. face-to-face contact E. newspaper notice

A

Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization? A. Formal communication B. Horizontal communication C. Downward communication D. Upward communication E. Diagonal communication

A

Which of the following is the most familiar and obvious flow of formal communication? A. Downward communication B. Gossips C. Horizontal communication D. Upward communication E. Vertical communication

A

Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is an example of which topic of upward communication? A. Problems and exceptions B. Suggestions for improvement C. Performance reports D. Grievances and disputes E. Financial and accounting information

A

_____ does not focus on a single receiver, uses limited information cues, and does not permit feedback. A. Bulletins B. Telephone conversations C. Video conference D. Face-to-face contact E. A personal memo

A

_____ is the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries. A. Personal networking B. The grapevine C. Dynamic relationship D. Network nurturing E. Fundraising

A

_____ refer(s) to typically ambiguous, concern novel events, and impose great potential for misunderstanding. A. Nonroutine messages B. Channel richness C. Routine messages D. Feedback E. Nonverbal communications

A

_____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions. A. Decentralized network B. Centralized network C. Linear network D. Circular network E. Gossip structure

A

_____ refers to the amount of information that can be transmitted during a communication episode. A. Channel richness B. Electronic mail C. Encoding D. Upward communication E. Feedback

A

Characteristics of a good listener are someone who: A. asks questions, listens for facts, and avoids distractions. B. asks questions, summarizes, and listens to central themes. C. shows interest, judges content, and has preconceptions. D. listens between lines, starts to argue, and works hard. E. shows interest, works hard, and starts to argue.

B

Communication is defined by the text as the process by which information is: A. shared. B. exchanged and understood by two or more people, usually with the intent to motivate or influence behavior. C. received. D. transmitted to others. E. stored.

B

Good listeners exhibit all of the following characteristics EXCEPT: A. asking questions. B. having preconceptions. C. tolerates bad habits. D. judges content, not delivery errors. E. all of these.

B

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as: A. non-routine messages. B. routine messages. C. instant messages. D. grapevine messages. E. qualitative messages.

B

Most executives now believe that important information flows from the: A. top down. B. bottom up. C. diagonal level. D. horizontal level to diagonal level. E. internal to external.

B

One of the most important things that a manager can do for the organization, according to the text, is to: A. talk to their employees. B. create a climate of trust and openness. C. listen to their employees. D. ensure that production remains high. E. none of these.

B

In a(n) _____ network, individuals can communicate freely with other team members.

decentralized

To translate the symbols used in a message for the purpose of interpreting its meaning is called _____.

decoding

_____ refers to the messages and information sent from top management down to subordinates.

downward communication

The major problem with downward communication is known as communication _____.

drop off

To _____ a message is to select the symbols used to compose a message.

encode

Without _____, the communication is one-way.

feedback

_____ occurs when the receiver responds to the sender's communication with a return message.

feedback

_____ channels are those that flow within the chain of command or task responsibility defined by the organization.

formal communication

The _____ is an informal, person-to-person communication network of employees that is not officially sanctioned by the organization.

grapevine

_____ communication is the lateral or diagonal exchange of messages among peers or coworkers.

horizontal

_____ is electronic communication that allows users to see who is connected to a network and share information instantly.

instant messaging

Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called _____.

interdepartmental coordination

Messages that take place among members of the same department and concern task accomplishments are called _____.

intradepartmental problem solving

Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing which of the following? A. Informal channel of communication B. Personal communication network C. Organizational grapevine D. Focus group E. Career pathway team

B

The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message. A. communication B. listening C. managing D. reception E. telling

B

What kinds of skills are fundamental necessities in every part of a manager's job? A. Organizational B. Communication C. MBWA D. Analysis E. Punishment

B

When a group of workers have routine tasks to perform, a _____ communication structure allows more time for the task to be completed. A. linear B. centralized C. decentralized D. gossip E. team

B

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of: A. listening. B. nonverbal communication. C. empathizing. D. direct communication. E. nuance communication.

B

Which communication channel would be most successful to inform managers of impending company-wide layoff? A. Telephone conversations B. Face-to-face contact C. Electronic media D. Written media E. None of these

B

Which of the following comprises the lowest channel richness? A. Electronic mail B. Bulletins C. Face-to-face talk D. Telephone E. Memos

B

Which of the following is(are) part of keys to effective listening? A. Listen for facts B. Listen for ideas C. Be passive, laid back D. Have preconceptions E. All of these

B

Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message? A. Sender B. Receiver C. Channel D. Filter E. Middleman

B

Which of these is the richest medium for communication? A. Telephone conversations B. Face-to-face contact C. Electronic media D. Written media E. Voice mail

B

Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements? A. Downward communication B. Horizontal communication C. Upward communication D. Vertical communication E. Informal communication

B

_____ are examples of channels which managers might choose to use when communicating with employees. A. Newsletter, telephone, and feedback B. Telephone, electronic mail, and memo C. Television, encoding, and letter D. National newspapers and television E. All of these

B

_____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals. A. Tactical discussion B. Strategic conversation C. Intentional chat D. Calculated exchange E. Deliberate talk

B

Channel richness refers to the: A. number of messages a channel can carry at one time. B. speed in which messages can be carried. C. amount of information that can be transmitted during a communication episode. D. number of channels available at any one time. E. profitability potential of a proposed channel.

C

During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in hopes that they can help each other out. This is an example of what type of organizational communication? A. Virtual communication B. Formal communication C. Lateral communication D. Downward communication E. Upward communication

C

For complex problems, a(n) _____ network is most effective for swift, accurate problem resolution. A. linear B. centralized C. decentralized D. all of these E. linear and centralized

C

Highly successful salespeople spend _____ of a sales call letting the customer talk. A. 15-20 percent B. 40-50 percent C. 60-70 percent D. all E. none

C

Information distortion or loss of message content is a major problem with: A. upward communication. B. formal communication. C. downward communication. D. informal communication. E. horizontal communication.

C

Managers' communication is _____-directed, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way to achieve the goals. A. image B. idea C. purpose D. communication E. need

C

Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? A. Selecting a channel B. Sifting through noise C. Providing feedback D. Encoding the message E. Decoding the message

C

Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group? A. Linear B. Centralized C. Decentralized D. Focused E. All of these

C

The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is: A. personal information. B. vicious gossip. C. business-related. D. destructive because it is not accurate. E. none of these.

C

The receiver _____ the symbols to interpret the meaning of the message. A. encodes B. transmits C. decodes D. responds to E. must ignore

C

Upward communication is usually used to communicate information about all of the following EXCEPT: A. suggestions for improvement. B. performance reports. C. indoctrination. D. financial and accounting information. E. grievance and disputes.

C

_____ channels are channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority. A. Management by wandering around B. Upward communication C. Personal communication D. Horizontal communication E. Downward communication

C

_____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication. A. Status and power differences B. Differences across departments in terms of needs and goals C. Absence of formal channels D. Communication flow E. Semantics

C

_____ is necessary for communication to be considered two-way. A. Message B. Channel C. Feedback D. Noise E. Circuit

C

some ways to improve communication with a non-native English speaker include all of the following EXCEPT: A. keep your message simple. B. select your words with care. C. cover your mouth with your hand. D. speak slowly and carefully. E. fight the urge to shout.

C

A manager might use _____ as a type of communication. A. meetings B. telephone conversations C. talking informally D. all of these E. meetings and telephone conversations

D

An example of non-verbal communication is all of these except: A. posture. B. facial expression. C. voice. D. written memo. E. body language

D

Compared to men, women tend to: A. use verbal language to exhibit knowledge and skill. B. stare and point more. C. enjoy demonstrating their knowledge. D. use their unique conversational style to show involvement. E. value their position at center stage.

D

Downward communication is usually used to communicate information about all of the following EXCEPT: A. indoctrination. B. procedures. C. performance feedback. D. suggestions for improvement. E. implementation of goals.

D

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication? A. Virtual communication B. Grapevine communication C. Lateral communication D. Downward communication E. Upward communication

D

Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process? A. Selecting a channel B. Sifting through noise C. Providing feedback D. Encoding the message E. Decoding the message

D

Keys to effective listening include all of the following EXCEPT: A. find areas of interest. B. listen for ideas. C. be responsive. D. have preconceptions. E. all of these are keys to effective listening.

D

Messages that appraise how well individuals and departments are doing their jobs are called: A. job instructions. B. implementation of strategies. C. practices. D. performance feedback. E. indoctrination.

D

Non-verbal communication has the biggest impact when using _____. A. video conference B. telephone C. formal letter D. face to face communication E. newspaper article

D

To be effective communicators, managers should: A. focus primarily on enhancing downward communication in the organization. B. enhance lateral communication opportunities by encouraging teams. C. limit use of communication technology. D. strictly push for face-to-face communication. E. encourage the use of multiple channels of communication.

E

Which of the following is the best advice for written communication that is highly important? A. Use technology channels to distribute the message B. Use pretentious language C. Keep it long D. Use jargon E. Get a second opinion

E

_____ refers to messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies. A. Job instructions B. Implementation of strategies C. Practices D. Performance feedback E. Indoctrination

E

Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking. True False

T

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension. True False

T

An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine. True False

T

Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh real-time link between organizations and customers, employees, the media, and investors. True False

T

By selecting rich channels managers can communicate nonroutine messages effectively. True False

T

Communication can break down if sender and receiver do not encode or decode language in the same way. True False

T

Communication permeates every management function. True False

T

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication. True False

T

Face-to-face discussion is the richest channel, in terms of channel richness. True False

T

Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing. True False

T

Grapevine is a type of personal channel used in many organizations. True False

T

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers. True False

T

Impersonal written media, including flyers and bulletins, are the lowest in channel richness. True False

T

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly. True False

T

Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change. True False

T

Many firms are using social media to connect with and listen to customers. True False

T

Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements. True False

T

Performance reports and suggestions for improvement are two types of upward communication. True False

T

Procedures and practices are downward communication topics that define the organization's rules, regulations, benefits, and structural arrangements. True False

T

Research has found that communication channels differ in their capacity to convey information. True False

T

Routine messages tend to be simple and straightforward, such as conveying data or statistics. True False

T

The choice of a communication channel can convey a symbolic meaning to the receiver. True False

T

The major problem with downward communication is drop off, the distortion or loss of message content. True False

T

The process by which information is exchanged and understood by two or more people is the definition of communication. True False

T

The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process. True False

T

The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory. True False

T

The sender must encode the message and select a communication channel after developing the message. True False

T

To inspire employees to achieve goals in today's difficult economic environment, some male managers are shifting to a more female-oriented communication style. True False

T

When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders. True False

T

A(n) _____ is a team communication structure in which team members communicate through a single individual to solve problems or make decisions.

centralized network

Messages that are designed to share information among teams and departments that can help the organization change, grow, and improve are called _____.

change initiatives and improvements

The amount of information that can be transmitted during a communication episode is known as _____.

channel richness

_____ can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

communication

_____ involves the skill of grasping both facts and feelings to interpret a message's genuine meaning.

listening

The _____ is the tangible formulation of the idea that is sent to the receiver.

message

_____ messages are typically ambiguous, concern novel events, and impose great potential for misunderstanding.

nonroutine

_____ refers to messages sent through human actions and behaviors rather than through words.

nonverbal communication

_____ channels exist outside the formally authorized channels and do not adhere to the organization's hierarchy of authority.

personal communication

Formal _____ includes messages that flow from the lower to the higher levels in the organization's hierarchy.

upward communication

A formal communication channel is a communication channel that flows within the chain of command. True False

T

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together. True False

T

Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.

-Channel richness is the amount of information that can be transmitted during a communication episode -This is influenced by the ability to handle multiple cues simultaneously, the ability to facilitate rapid, two-way communication, and the ability to establish a personal focus for the communication -Face-to-face communication is the richest channel because it permits direct experience, multiple information cues, immediate feedback, and personal focus

What is downward communication and what are five topics generally included with downward communication?

-Downward communication is those messages sent from top management down to subordinates including (1) implementation of goals, strategies, and objectives (2) job instructions and rationale (3) procedures and practices (4) performance feedback (5) indoctrination.

Describe the three categories of horizontal communication.

-Intradepartmental problem solving is messages that take place among members of the same department and concern task accomplishment -Interdepartmental coordination is messages that facilitate the accomplishment of joint projects or tasks -Change initiatives and improvements are messages designed to share information among teams and departments that can help the organization change, grow, and improve

Define nonverbal communication and briefly discuss its importance to communicating in organizations.

-Nonverbal communication refers to messages sent through human actions and behaviors rather than words -include facial expressions, voice, mannerisms, posture, dress, and even office arrangements -listener goes with nonverbal cues rather than what is spoken

List the five types of upward communication.

-problems and expectations -suggestions for improvement -performance reports -grievances and disputes -financial and accounting information

List the three formal communication channels found in organizations.

-upward communication channel -downward communication channel -horizontal communication channel

A centralized network is one in which: A. team members are free to interact with any of the team members. B. team members communicate through one individual to make decisions. C. team members communicate with an assigned partner. D. team members work independently and there is no need for communication. E. none of these.

B

One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. In selecting the best channel for complex communication, Amy suggests to select the richest channel possible. Characteristics that Amy suggests a manager should recognize include all of these EXCEPT which one? a.The channel's ability to handle multiple cues simultaneously b.The ability to facilitate rapid two-way feedback c.The ability to establish a personal focus for the communication d.The ability to clarify and rapidly reduce communication stereotyping e.All of these are valid characteristics of channel richness.

D

The capacity of an information channel is influenced by all of these except: A. the ability to establish a personal focus. B. the ability to handle multiple cues simultaneously. C. the ability to facilitate rapid, two-way feedback. D. the ability to minimize costs. E. both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

D

What percent of the details passed through a grapevine is accurate? A. 15 to 20 percent B. 25 to 35 percent C. 40 to 60 percent D. 70 to 90 percent E. 100 percent

D

What percentage of a manager's time is spent in direct communication? A. 20 percent B. 100 percent C. 50 percent D. 80 percent E. 40 percent

D

Which of the following links employees in all directions, ranging from the president through middle management, support staff, and line employees? A. Management by wandering around B. Vertical communication C. Diagonal communication D. The grapevine E. Upward communication

D

_____ and _____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters. A. Encoding, channel B. Encoding, noise C. Decoding, channel D. Decoding, encoding E. Decoding, noise

D

_____ is defined as communication transmitted through actions and behaviors rather than through words. A. Verbal communication B. Oral communication C. Written communication D. Nonverbal communication E. Electronic mail

D

Listening is _____ of effective communication. A. 10 percent B. 25 percent C. 40 percent D. 50 percent E. 75 percent

E

One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. Amy also agrees with the research that suggests that "nonverbal messages convey thoughts and feelings with greater force than do our most carefully selected words." Nonverbal messages include all of the following EXCEPT which one? a.Facial expressions b.Posture and dress c.Voice and mannerisms d.Blushing and perspiring e.All of these are included.

E

Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic? A. Goals B. Practices C. Performance feedback D. Indoctrination E. Job instructions

E

The four primary skills for communicating in a crisis include all of the following EXCEPT: A. staying calm. B. being visible. C. getting the awful truth out. D. communicating a vision for the future. E. all of these are skills for communicating in a crisis.

E

The learned behaviors associated with being male or female are referred to as: A. racial roles. B. ethnocentrism. C. plurality. D. stereotypes. E. gender roles.

E

The term _____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication." A. leadership trepidation B. public consternation C. anticipation nervousness D. communication medium E. communication apprehension

E

A good listener is passive and laid back. True False

F

A poor listener listens to central themes. True False

F

An example of upward communication is performance feedback. True False

F

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication. True False

F

Communication is the process by which information is transmitted from the speaker to the listener. True False

F

Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals. True False

F

For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy. True False

F

Formulating in your mind what you are going to say next is an important part of effective listening. True False

F

Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things. True False

F

In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even disloyal. True False

F

Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment. True False

F

Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins. True False

F

Managers spend 80 percent of every working day doing desk work. True False

F

Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps. True False

F

Research finds that the most effective way to persuade and influence others is by issuing directives. True False

F

Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding. True False

F

Social media does not include blogs and wikis. True False

F

Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions. True False

F

The topics covered in upward communication are indoctrination and implementation of goals and strategies. True False

F

Types of information generally communicated upwards include performance reports, suggestions for improvement, and performance feedback. True False

F

Without feedback, communication is only a two-way process, sender to receiver and receiver to sender. True False

F