Chapter 9 ECN 1015
Aradhya is the customer service manager for a mid-sized firm. The number of callers who have complaints has suddenly increased. This is the first such instance where there has been a huge increase in the number of complaints. What kind of team should Aradhya assemble to help her determine the reason for the complaints?
A problem-solving team
Which type of listening occurs when the receiver of the message believes the sender is attempting to gain advantage in the communication?
Defensive listening
Which communication channel carries messages from someone who holds a senior position in the organization to subordinates?
Downward communication
Which of the following is a characteristic of the storming stage of team development?
Members try to clarify their roles and expectations.
Maximum team effectiveness occurs when a team has _____ members.
6
Cohesive teams often experience high turnover of members.
false
After several days, listeners usually remember _____ of a message they heard.
25%
Which of the following would be an example of "noise" in the communication process?
All of these
The Gynestasia Bank is planning to lay off 10% of its workforce. Which communication channel would be most appropriate for this type of message?
An all company meeting presided over by the bank president with a handout explaining the severance package
Which type of conflict could potentially strengthen a team?
Cognitive
_____ conflict focuses on problem-related differences of opinion.
Cognitive
Which of the following is the first step in the communication process?
Composition of message by the sender
Which type of team usually provides the greatest diversity of skill and background of its members?
Cross-functional
Which of the plans benefits employees by giving them ownership stakes in their companies, leading to potential profits as the value of their firm increases?
Employee stock ownership plan
In a study of face-to-face communication, which type of cues were the most important in message interpretation?
Facial expressions
In the context of communication, which of the following countries is an example of low-context culture?
Germany
When a company crisis occurs, which of the following is the best tactic for the top management to take when responding to external questions?
Indicating that answer will be sought
Which of the following is the best way to handle a conflict?
It is best to establish good communications and respect within the team.
During which stage of development does a team resolve differences and accept each other?
Norming
Which of the following is NOT a benefit of a company employing empowerment techniques?
Reduction of recruitment needs
Which situation is most likely to undermine team cohesiveness?
Team members that are unsure of the team's mission
Jenna is developing a crisis management plan for her company. Which of the following recommendations in her plan should she change?
The recommendation that one should say "no comment" for any question.
Which of following statements is NOT true about cohesive teams?
They coach disgruntled members.
All external communication with customers should be designed to create goodwill and contribute to customer satisfaction, even when they are protesting loudly at you.
True
What fraction of U.S. firms currently use work teams?
Two-thirds
Team _____ represents the strength that comes from differences in abilities, knowledge, experience, and other team factors.
diversity
Managers promote _____ by giving employees authority and responsibility to make decisions about their work without traditional managerial approval and control.
empowerment
Diversity awareness programs rarely prove to reduce conflict.
false
Team cohesiveness _____ when members interact frequently, share common attitudes and goals, and enjoy being together.
increases
One of the most effective methods of empowering employees is to:
keep them informed of the firm's financial performance.
Consensus about the leader's role develops in the _____ stage.
norming
Most business communication takes place within the ______ zone.
social
Encoding a message includes:
translating meaning into understandable terms.