Connect quiz 15.1-15.4

Active listening is the process of actively decoding and interpreting verbal messages. It requires that listeners give their full attention and actively process information. Listening is a critical communication skill, and most of us think we are better at active listening than we actually are. This activity is important because managers can learn to be better listeners, and thus, increase their managerial effectiveness. The goal of this activity is to test your knowledge of the five recommendations for improving your listening skills. The short scenarios below represent people violating the five recommendations for improving your listening skills. First, read the scenarios. Then, select the recommendation that each scenario best depicts being violated.

1. Rodolfo's employee came to him for advice after experiencing a difficult life event. In order to show he was listening, Rodolfo told the employee "I know just how you are feeling because this same thing happened to me," and then proceeded to tell his own story to the employee. Focus on the other person 2. After delivering a negative performance evaluation to an employee, Kendahl asked the employee, "can I be confident that you will do a better job?" Ask open-ended questions 3. One of Uri's employees submitted his team's work project two weeks late. Uri called the employee into their office and said, "I'm guessing you turned in your team's final project past the deadline because you forgot to calendar something yet again." Approach conversations with curiosity 4. Bartlett's subordinate was not doing a good job in their role, and Bartlett wanted to know why. He asked them directly, "why is it so hard for you to just get this work done the way you are supposed to do it?" Avoid the tendency to judge 5. One of Cheyne's employees came to her office for advice. Cheyne was very busy but also wanted to be a good listener and manager, so she sat and listened to the employee while simultaneously sending off some of her work-related emails and texts. Be mindful and fully present

The widespread adoption of social media has changed the nature of business. Their ease of use, speed, and potential to draw huge audiences have increasingly important implications for managerial and organizational effectiveness. This activity is important because managers must keep up with the ever-changing nature and increasing potential of social media in order to be effective in their roles. The goal of this activity is to test your knowledge of the managerial and organizational applications of social media. Read the statements below. Then, select the application of social media that each statement best represents.

1. This application of social media allows organizations and managers to scout and screen potential job applicants' social media pages. It also allows job applicants to research companies prior to job interviews. Employment recruiting 2. This application of social media includes digital tools such as networking, messaging, document sharing, organizing, and scheduling capabilities. It also includes tools that help remote workers to stay on task, focused, and organized. Employee productivity 3. When used properly, this application of social media can enhance quality, increase creativity, and speed up organizational processes. Its key benefit is the generation of multiple innovative solutions to problems. Innovation in social media: Crowdsourcing 4. This application of social media enhances customer relationships, increases product/service awareness, and allows organizations to reach customers globally. Sales and brand recognition 5. This application of social media can be used to restore an organization's image following a corporate crisis. Corporate reputation 6. This application of social media enables businesses to stay connected with their most important stakeholders as well as their key internal and external talent sources. Employer productivity

Nonverbal communication consists of all messages sent outside of either written or spoken word. There is research that suggests that over half of our communication is transmitted nonverbally. This activity is important because you want to ensure that the nonverbal signals you send are consistent with your intended verbal messages. The goal of this activity is to challenge your knowledge of the ways that nonverbal communication can be problematic. For each person, select the form of nonverbal communication that the scenario best represents.

1. You love having your colleague Quinton in meetings because he is a great source of entertainment. For example, when coworkers are arguing over something silly or holding up the meeting's progress, he rolls his eyes dramatically. Facial expressions 2. Santiago gets offended when his subordinates look downward when he's speaking with them. Eye contact 3. Last week you observed the company's senior VP, Lan, at a regional meeting. You were surprised that she fidgeted a lot with her hands during conversations with people. You thought this made her look nervous and unsure of herself. Body movements and gestures 4. Claire, a professor, thinks it's important to look people in the eye when she is speaking with them. She has several students from China this semester and is confused when they talk with her because they always lower their eyes. Eye contact 5. Shweta finds it off-putting when her colleague, Jen, smiles at her too much during conversations. She doesn't understand why someone would have this expression on their face all the time, and it feels uncomfortable to her. Facial expressions 6. During last month's business trip to Japan, Talya gave everyone she met a big hug just like she's always done when greeting strangers. People seemed to be offended by her behavior and she wasn't sure why. Touch 7. Vincent read up on social and business culture in Dubai before traveling there to meet with new clients. He was glad he had done this, because it didn't come as a surprise to him when the clients, all men, hugged and kissed him on the cheek in greeting. Touch 8. Rajiv keeps his hands either at his side or clasped behind his back when speaking with colleagues. He isn't sure why people don't respond to him with the same warmth that he feels toward them during conversations. Body movements and gestures

The communication process itself is by no means a perfect process. A variety of hindrances can potentially prevent a message from being successfully shared. This activity is important because managers should understand how to prevent or mitigate the effects of communication barriers. The goal of this activity is to challenge your knowledge of how barriers happen during various steps in the communication process. Match each example to the step in the communication process where the communication barrier is occurring. 1. Sender barrier 2. Medium barrier 3. Feedback barrier 4. Receiver barrier 5. Encoding barrier 6. Decoding barrier

1Asia is not a very confident person. Although she knows her idea would really improve the team's project, she doesn't say anything. 5Warrane is from the French part of Quebec and speaks English as a second language. He sometimes struggles with how to properly phrase things. 2Ramon lives in a rural area where cell service is spotty at best. While he enjoys his life away from the hustle and bustle of the city, the lack of cell service makes it difficult for him to conduct sales calls during his commute. 6Sara isn't tech savvy. She doesn't understand what her co-workers are referring to when they refer to tweeting or sending snapchats, and she doesn't ask them for clarification. 4Rafa tends to drift off in her own thoughts during long work meetings and often doesn't hear when key deadlines are announced. 3Aaron's boss gave him instructions on how to use the new digital sales platform. Aaron didn't ask any questions, so his boss assumed that Aaron understood. He was disappointed when he had to spend an hour correcting Aaron's mistakes the following day because he hadn't followed many of the instructions.

A large portion of a manager's day involves communication. With many mediums to choose from for the many situations they face, managers must be skilled at choosing the appropriate one to match the conditions they are facing. This activity is important because managers should be able to understand the richness of various communication media and choose the medium appropriate for a given situation. The goal of this activity is to challenge your knowledge of the contingency model of media selection. Place each of the names in the appropriate order to correspond with the correct level of media richness, starting with high media richness (best for nonroutine, ambiguous situations) to low media richness (best for routine, clear situations).

4. Larissa likes to send a hand-written thank you note when she receives a corporate gift. 1. Fran is a confident and assertive person. When she has something to say, she prefers to say it in person. 2. Blu is tech savvy and likes to work efficiently. Instead of trying to get everyone in the office together for meetings, he prefers to set up video conferences. 3. Zach is constantly taking calls on his smartphone. 5. Raja sends an annual newsletter to his family and friends each holiday season to tell them what he and his spouse and kids have been up to all year.

Based on the case, which personal barrier to communication did McFarland portray?

personal

Kennedy, who exhibits feminine communication norms, is likely to

phrase requests in question form.

One attendee remembered McFarland standing atop a table frantically yelling instructions at the crowd. If the crowd was not able to understand McFarland's instructions because they could not hear him, it is most likely because of ______ in the communications process.

physical noise

Nondefensive communication—that which is free from emotion, bias, judgment, and/or evaluation—is an important skill. Unfortunately, the tendency to use defensive forms of communication can be triggered easily and by things we aren't even conscious of. This activity is important because you can increase your communication competence by (1) identifying and then avoiding the antecedents of defensive communication, and (2) learning to use the positive antecedents of nondefensive communication. The goal of this activity is to challenge your knowledge of the antecedents of defensive and nondefensive communication. For each statement, select whether it represents an antecedent of defensive or nondefensive communication.

1. "You're doing a terrible job on this project." Antecedent of defensive communication 2. "I disagree with the proposal given by one of your coworkers, but you should feel free to vote according to your own conscience." Antecedent of defensive communication Incorrect 3. "You should appreciate my taking the time to give you advice—I've been here longer than you and have experience, and I don't have to take the time to do this." Antecedent of defensive communication 4. "I've already tried what you're suggesting, and it doesn't work well." Antecedent of nondefensive communication Incorrect 5. "I feel disappointed in the state of the project report you submitted because it makes our unit appear uninterested in the task." Antecedent of defensive communication Incorrect 6. "Your report contained five factual errors related to our product." Antecedent of nondefensive communication 7. "Why do you think that your coworkers felt you were rude to them in your meeting last week?" Antecedent of nondefensive communication Correct 8. "I think it's important for your career that you support this motion when it comes up in today's department meeting." Antecedent of defensive communication 9. "How about we work together to figure out the best way to handle similar situations in the future?" Antecedent of nondefensive communication 10. "You need to think about how your words might be interpreted before you say them." Antecedent of nondefensive communication incorrect

The communication process involves a sender and receiver who exchange some information and meaning. As such, communication can be considered a form of social information processing. The communication process is not clear cut and there are many potential errors that can arise. This activity is important because managers and employees alike should understand that each actor in the communication process has responsibilities in order for the process to work. The goal of this activity is to challenge your knowledge of the basic communication process model. Place the various components into the appropriate sequence to correctly complete the perceptual model of communication.

1. Encoding-The message is encoded and the medium is selected. 2. Transmission-The message is transmitted through some medium. 3. Decoding-Message is decoded. 4. Feedback-Feedback is sent through some medium. 5. Noise-Interference with communication.

Formal communication in organizations follows the chain of command and is seen as official. The organizational chart indicates how these official messages should be routed. This activity is important because managers should know how to use different channels and patterns of communication to their advantage. The goal of this activity is to challenge your knowledge of the different types of formal communication. Select the type of formal communication channel represented by each item listed below.

1. Your manager called a team meeting this week to discuss the group's progress on its current project. Horizontal Incorrect 2. The shipment of raw materials your company is waiting on is a week overdue. You call your supplier to ask about the reason for the holdup. External 3. You often chat informally with one of your coworkers about her thoughts on the project you're working on together. Horizontal 4. The human resources department recently sent an email blast regarding an update to the company's healthcare policy. Vertical 5. You are a server at a local pub. This morning, you and another server at the restaurant texted with each other to swap some of the days in your schedules for the upcoming week. Horizontal 6. As chairman of the board, you send a report to your shareholders updating them on the company's quarterly performance. External 7. You recently met with your supervisor to ask for more resources to help you complete your current project. Vertical

Networking requires the ability to build and maintain a strong, broad professional network of contacts and relationships. This activity is important because the career competency of networking will play a critical role in your ability to get a job after graduation and to progress in your career. The goal of this activity is to challenge your knowledge of tips for improving your networking competencies. Match each person to the tip for improving your networking competencies that his or her description best represents. 1. Be mindful 2. Follow-up 3. Identify your career goals 4. Create a positive mindset 5. Build personal connections 6. Network with a purpose

4Rahim doesn't want to attend the local young professionals' mixer this Friday. Social interactions like this can be draining for him. He decides to attend because it represents a chance to make a new buddy or two—something he wouldn't normally get the chance to do because he's a natural homebody. Not 6: Liz wants to be promoted to executive vice president at her company in the next three years. She doesn't personally know any of the current executive VPs, but her supervisor has offered to accompany her to the company holiday party and may be able to introduce her to some of them. Not 5: Cerie has decided that once a month she will invite a different work colleague to have lunch. The catch is that the colleague has to be someone she has met once or twice but doesn't know very well. not 3: Josh is meeting lots of new people this week at his annual industry conference. Each time he gets the chance to chat with someone new, he asks them "What are you most excited about in your job these days?" 1Jacques turns his phone on silent and puts it in his back pocket whenever he attends work-related social events. 2Avery keeps a list on her phone with the name and company of every new contact she makes. Once a week she checks the list and sends a quick email to any new acquaintances she wants to keep in contact with.

The only direct communication ticketholders who arrived on a barren island received from the organizers was a single e-mail saying, "The festival is being postponed until we can further assess if and when we are able to create the high-quality experience we envisioned." Based on the contingency model of media selection, what level of media richness did this portray, and was it the right amount?

It portrayed low media richness and was not adequate.

Which barrier to communication is exemplified by German speakers providing feminine descriptions of bridges when Spanish speakers provide masculine descriptions of bridges?

cross-cultural

McFarland continued to promote Fyre Festival as a top-notch experience through his website and social media platforms, even when it was obvious it would be an absolute failure. Assuming McFarland intended to mislead others, which downside of social media does this portray?

disinformation

A social media policy clarifies for an organization how social media should be used, when, by whom, and for what purposes. It also outlines the consequences of noncompliance. This activity is important because an effective social media policy can prevent serious misuses that could otherwise cause serious damage to workers' and/or organizations. The goal of this activity is to challenge your knowledge of the elements of an effective social media policy. Listed below are short excerpts from a corporate social media policy. Match each excerpt to the element of an effective social media polity that it best represents. 1. Discourages anonymous posts 2. Identifies sites employees may use at work 3. Requires professional behavior online 4. Informs employees of terms and conditions of use 5. Specifies the consequences of violations 6. Applies the same standards across all posts and platforms 7. Identifies who may speak fo

6"Employees may not post any content containing nudity on any social media platform, including but not limited to email, LinkedIn, Twitter, Instagram, and Facebook." 2"Employees may access company email and websites used for work-related research while on the clock. The employer has blocked access to Instagram for all employees on work premises." 4"Employees may access Facebook and Instagram at work only for the purposes of posting advertising material for the company and/or researching competitors' use of these platforms for advertising. Employees found using these platforms for personal use while at work will lose access to them entirely during work hours." 7"Only employees who work in the social media management department may post to the company's Facebook page on behalf of the organization." 8"Any social media posts made by employees that identify the company (e.g., tag the company, use the company's name, include photos of work premises and/or company logos/slogans) are considered work-related posts and are subject to company social media policy." 3"Cyberbullying by employees is prohibited in all work-related posts." 9"Employees are prohibited from discussing any and all proprietary company information over non-company email and on any social media platforms." 1"Employees should not attempt to skirt the rules of the company's social media policy by creating and posting from anonymous profiles." 5"Employees will receive points for various social media policy violations as indicated in the policy. Employees who accrue 10 or more points will be required to attend social media policy training before they are allowed to continue using social media while at work."

If someone thinks that their language is superior to others, it can cause defensiveness. In this case, what style should be used to move a conversation toward nondefensiveness?

equal

Darla is quiet and shy and does not enjoy interacting with others unless it is strictly for a work project. Her supervisor, Ted, is sending her to a networking event where he hopes Darla will make connections with new clients. Based on Darla's attitude, Ted is making the correct choice by sending her.

false

Encoding means interpreting and trying to make sense of a message.

false

The unofficial communication system of the informal organization, a system of gossip and rumor, is known as jargon.

false

The process of setting up the festival requires experience, expertise, and a constant flow of communication among various stakeholders in order to properly coordinate. This is ______ communication, which McFarland failed at.

horizontal

Russians express more collectivist ideas when they speak Russian, and more individualistic ideas when they speak English. This variation is reflective of a change in

linguistic style.

When it is being used to make a telephone call, your smartphone is an example of which part of the communication process?

medium

Assume you learned during a visit to Madrid that a Spanish man is less expressive than a Spanish woman. Which communication characteristic would this be attributed to?

nonverbal patterns

Efficient communication is attributable to the sender, while effective communication is assessed by the receiver.

true