Chapter 14 Management
Which of the following is the best description of organizational communication?
All the patterns, networks, and systems of communication within an organization
When Jennifer receives confirmation of a big order from a new client, she thrusts her fist in the air and hollers "We did it!" exultantly to her team members. Which function of communication does this illustrate?
Emotional sharing
When April returned from a weekend away, she had 274 email messages and 46 voicemail messages. She quickly became frustrated. Which barrier to communication was April experiencing?
Information overload
In her supervisor's absence, Ciera consults with another customer service representative to determine the appropriate procedure for issuing a refund. This is an example of ________ communication.
Lateral
Which aspect of communication does Elyse put the MOST emphasis on when trying to understand others?
Listening
How does making eye contact contribute to active listening?
Making eye contact focuses your attention, reduces the likelihood that you will become distracted, and encourages the speaker.
Which activity is a check on whether you are listening carefully?
Paraphrasing what the speaker has told you
According to Elyse, why is it important to listen to your employees?
They can often provide valuable information about your customers.
In which type of communication network does a clearly identifiable leader serve as the hub through whom all communication passes?
Wheel
Speakers more likely feel that you have been listening when you ________
ask questions and paraphrase what the speaker has said
All of the following are methods for managers to gain valuable employee input and let employees know their input matters EXCEPT ________.
avoiding sharing negative news
Elyse stated that _____ is the key to being a better listener.
being open to what someone else says
Elyse stated that _____ can reveal clues about a subject someone is uncomfortable discussing.
body language
Interpreting and trying to make sense of the message is known as ________.
decoding
The main purpose of active listening is to____________.
make a concerted effort to understand and interpret the speaker's message
Active listeners pay attention to ________
nonverbal cues and what the speaker says
Information technology has made it possible for ________.
organizations to stay connected around the clock, 7 days per week
Effective ________ are BEST described as skills that enable a person to influence others to change their minds or behaviors.
persuasion skills
All of the following are recommendations for increasing cybersecurity EXCEPT ________.
securing all data in one location
Your employee, Charles, who is here on a temporary assignment from France, has approached you stating that he's having many challenges communicating information and ideas with his team members so that they can understand. As his manager, you recommend Charles take a training class to enhance his ________.
speaking skills
