Chapter 15

How does access to social media tend to increase an organization's productivity?

-Better communication among employees -Less employee turnover -Greater job satisfaction

Except in unusual circumstances, which employees are usually NOT allowed to text at work?

-Cashiers -Sales associates -Customer service representatives

What are some of the main causes of poor listening in modern times?

-Cell phones -Information overload -Mindlessness

Which elements often become cross-cultural barriers to communication?

-Nonverbal gestures -Ethnocentrism -Religious beliefs

Which of the following are types of barriers to communication?

-Personal barriers -Physical barriers -Cross-cultural barriers

According to Dale Carnegie, what are the three rules of an effective speech?

-Say it -Tell them what you are going to say -Tell them what you said

Which of the following are types of informal communication channels?

-The office grapevine -Face-to-face communication

Why can it be beneficial for a company to allow employees some use of personal texting on the job?

-To improve work-life balance -To relieve stress

Why do businesses establish a presence on social media platforms?

-To interact with customers -To increase sales -To increase brand awareness

Identify the disadvantages brought about by the digital age.

-Too many emails -Security breaches -Decreased privacy

What is typically specified in a social media policy for a business?

-When employees are allowed to use social media -Who is allowed to participate in social media at work -What consequences will be imposed on employees who fail to comply

Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

-newsletter -text message -phone call -videoconference -face-to-face meeting

basic face-to-face communication principle

1. make time for face-to-face 2. listen more and talk less 3. deliver good news up front; lead in to bad 4. hold employee town hall meetings 5. use webcasts when you can't be there

Defensive communication

Aggressive, attacking, angry, passive, or withdrawing communication

Nondefensive communication

Assertive, direct, and powerful communication

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?

Cultural differences

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

Defensive; nondefensive

What is the ability to recognize and understand another person's feelings and thoughts?

Empathy

In communication, women are more likely than men to use "I" statements.

False

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

False

True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

False

What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization?

Informal

How does having a social media policy benefit a business?

It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

Which of the following is an example of a physical barrier to communication?

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

Mindlessness

What type of communication consists of messages sent outside of the written or spoken word?

Nonverbal

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

Online social media

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

Message

The information being shared

Receiver

The person for whom the message is intended

Sender

The person wanting to share information

linguistic style

a person's characteristic speaking patterns (pacing, pausing, directness, word choice, and use of questions, jokes, stories, apologies, and similar devices)

The process of actively decoding and interpreting verbal messages is known as _____ listening.

active

noise

any disturbance that interferes with the transmission of a message

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _______ to communication.

barrier

The transfer of information and understanding from one person to another is known as _____.

communication

external communication

communication between people inside and outside an organization

informal communication channels

communication that develops outside the formal structure and does not follow the chain of command

downward communication

communication that flows from a higher level to a lower level

upward communication

communication that flows from lower levels to higher levels

horizontal communication

communication that flows within and between work units; its main purpose is coordination

formal communication channels

communications that follow the chain of command and are recognized as official (vertical, horizontal, and external)

Active listening is the process of ______.

decoding and interpreting verbal messages

Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them.

efficient

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

paraphrasing

form of communication when people restate in their own words the crux of what they heard or read

An organization's ______ communication channels include official memos, letters, reports, and announcements.

formal

Memos, letters, reports, and announcements are all examples of _______ communication in an organization.

formal

media richness

indication of how well a particular medium conveys information and promotes learning

feedback

information about the reaction of the environment to the outputs that affect the inputs

Social media is used to generate ______ dialogue with members of a network.

interactive

social media

internet-based and mobile technologies used to generate interactive dialogue with members of a network

decoding

interpreting and trying to make sense of all message

mindlessness

is a state of reduced attention expressed in behavior that is rigid, or thoughtless

How well a particular medium conveys information and promotes learning is called ______.

media richness

In communication, _________ (men or women) are more likely to use "I" statements.

men

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.

nonverbal

Sound, time, and space are all _______ barriers to communication.

physical

In the communication process, the person for whom the message is intended is the .

receiver

The digital era and social media have caused major problems for businesses, including security breaches and ______.

reduced productivity due to handling large volumes of e-mail

In the communication process, the _____________ is the person wanting to share information.

sender

Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process?

sender

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____.

social media

jargon

terminology specific to a particular profession or group

The information that is shared in the communication process is called ______.

the message

medium

the pathway by which a message travels (email, phone, etc.)

receiver

the person for whom the message is intended

sender

the person wanting to share information

communication

the transfer of information and understanding from one person to another

grapevine

the unofficial communication system of the informal organization

encoding

translating a message into understandable symbols or language

If you are able to empathize, you can ________ another person's feelings and thoughts.

understand

Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill.

writing