Management Ch.15 -SmartBook
Connor rereads the email that he has received in order to make sense of its message. On what part of the communication process is Connor focusing?
Decoding
What type of organizational communication flows from a higher level to a lower level, such as a manager communicating with subordinates?
Downward
How well a particular medium conveys information and promotes learning is called ______.
media richness
An email, a handwritten notice, or a voicemail are each an example of a(n) ______ in the communication process.
medium
Juanita typed a long message to her professor asking for an extension on her paper's due date, but before she could hit send the battery on her laptop died and she lost the message. This is an example of a(n) ______ barrier to communication.
medium
The sounds of a busy street drowning out a conversation is an example of ______ noise.
physical
The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a(n) ______ barrier.
physical
The key to protecting against online security threats is ______.
prevention
Gina was frustrated when her credit card company sold its customer list to a telemarketing firm. She was not happy that her personal information was released and felt it violated her ______.
privacy
The right of people not to reveal information about themselves is called ______.
privacy
In the communication process, the person for whom the message is intended is the ______.
receiver
The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called ______.
security
When Liz's manager asked her to get a report done right away, Liz didn't know if that meant within an hour or by the end of the week. This is an example of a ______ problem.
semantic
When two people from the same culture misunderstand each other because the meaning of their words is unclear, they are experiencing a ______ problem.
semantic
In the communication process, the ______ is the person wanting to share information.
sender
Colin decides to use Twitter to solicit feedback about a new product his company is introducing. In this case, Twitter is an example of ______ media.
social
Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as ______.
social media
Janeen hears a rumor from a colleague in sales that there is going to be layoffs on Friday afternoon. She quickly calls her friend in accounting to let her know. This is an example of ______.
the grapevine
The means by which a communicator sends a message is called ______.
the medium
Brad sends an email to his boss, asking for permission to attend a training seminar in Houston. This is an example of ______ communication.
upward
Communication from an employee to her boss is an example of ______ communication.
upward
A manager sends a memo to notify his department of a new company policy. This is an example of ______ communication.
vertical
Which actions could be considered microaggressions if they happen repeatedly?
-Interrupting someone who is speaking -Mispronouncing a person's name -Avoiding eye contact
How does access to social media tend to increase an organization's productivity?
-Greater job satisfaction -Better collaboration among employees -Higher performance
What resources can job candidates find at online employment recruiting sites?
-Background material for researching companies -Links to learn new skills -Available job openings
How do businesses typically use social media to increase productivity?
-By connecting in real time with employees, customers, suppliers, and communities -By collaborating with co-workers and people outside the company -By working with a larger variety of knowledgeable people outside the business
Which statements accurately describe the way gender influences communication?
-Men are less likely to admit when they feel uncertain. -Women emphasize sharing over reporting.
How should a business respond to negative comments that customers or employees post about the company on social media?
-Require employees to follow the company's social media policy -Respond quickly on the site
What conditions must be present before a company's social media strategy will succeed?
-The company's customers must have social media skills. -The company's personnel must be competent in using technology. -The company must dedicate resources to the effort.
Which statements regarding social media strategies in business are true?
-The message should be surprising. -Marketers should track the results.
How do hiring managers use online social media?
-To investigate potential employees' social media pages -To post available job openings -To locate job candidates with specific skill sets
What does a social media policy for a business typically specify?
-Who is allowed to participate in social media at work -When employees are allowed to use social media -What consequences will be imposed on employees who fail to comply
Which is the most media-rich type of communication?
A face-to-face conversation
What is cyberloafing?
Accessing the Internet at work for personal use
What are the causes of cyberloafing?
Boredom Social norms Addiction
Which type of empathy moves someone to take action on behalf of someone else?
Compassionate empathy
Eye contact serves which of the following functions in Western cultures?
Conveys honesty Reflects interest Shows attention
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 these unexpected audience reactions?
Cultural differences
What is the ability to recognize and understand another person's feelings and thoughts?
Empathy
Who should respond to negative comments posted about a company on social media?
Experienced managers
True or false: The "rules" for eye contact are the same across all cultures.
False
Identify the disadvantages brought about by the digital age.
False information Security breaches Cyberloafing
Mariposa, a young office manager, is trying to exchange text messages with her supervisor, Bill. Although Bill has been the general manager of the business for years, he has never learned how to use the texting function on his cell phone. What barrier to communication is Mariposa experiencing?
Generational differences
What type of communication flows within and among work units, most often for the purpose of coordination?
Horizontal
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.
How do men and women differ when making requests?
Men tend to direct; women tend to ask.
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 are some of the main causes of poor listening in modern times?
Mindlessness Cell phones Information overload
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
Which forms of nonverbal communication are inappropriate in some cultures?
Patting on the shoulder Embracing
What is phubbing?
Paying attention to a cell phone instead of focusing on people who are with you
Maria gets a phone call telling that that her father has been rushed to the hospital for emergency surgery. After hanging up, she sits at her desk in stunned silence and does not hear a co-worker calling her name from nearby. The communication between the co-worker and Maria has been disrupted by what kind of noise?
Psychological
Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?
Receiver
Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process?
Sender
Cross-cultural barriers to communication often result from which differences?
Style Language
Which forms of communication are still popular among older generations but are considered outdated by some younger people?
Telephone calls Email
Which of the following are types of informal communication channels?
The office grapevine Face-to-face communication
Why do businesses establish a presence on social media platforms?
To increase sales To interact with customers To increase brand awareness
Charlie complains to a coworker, "Chris has lied to us so many times about how he's going to try to get us a raise that I don't believe a thing he says anymore." Which personal barrier to effective communication does this best describe?
Variations in trustworthiness and credibility
What type of communication flows upward and downward within the hierarchy of an organization?
Vertical
What are the types of formal communication?
Vertical Horizontal External
According to research, what is the main cause of people ignoring others in favor of paying attention to their phones?
Worry about missing out on social network activity
The process of actively decoding and interpreting verbal messages is known as ______ listening.
active
During an argument with a coworker, Analiese became increasingly hostile and profane. This would best be described as ______ communication.
defensive
The transfer of information and understanding from one person to another is known as ______.
communication
What is an example of social media allowing a company's employees to collaborate with each other and with people outside the organization to help with problem solving?
crowdsourcing
Interpreting and trying to make sense of the message is called ______.
decoding
When trust is lacking between two people communicating with each other, they tend to become ______ rather than focus on the meaning of the message.
defensive
False information created deliberately to mislead people is called ______.
disinformation
The chancellor of a university sends a memo to faculty members to advise them that the governor will be speaking at the university and encourage them to attend. This is an example of ______ communication.
downward
Good communicators are ______ and effective. That is, their messages are transmitted in a short time and people understand them.
efficient
Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______.
empathy
In the communication process, translating a message into symbols or language for transmission is referred to as ______.
encoding
Putting a message into understandable symbols or language to send to another person is called ______.
encoding
Businesses can increase productivity by encouraging managers and employees to use social media to ______.
enhance their individual performance
The digital era and social media have caused major problems for businesses, including security breaches and ______.
false information
What does FOMO stand for?
fear of missing out
Samantha sent an email to Joyce, letting her know about a job opening. Joyce quickly responded with an email, thanking Samantha. Joyce's response is an example of ______.
feedback
The expression of a receiver's reaction to a sender's message is known as ______.
feedback
An organization's ______ communication channels include official memos, letters, reports, and announcements.
formal
Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of ______ communication.
formal
The ______ is the unofficial communication system of the informal organization, a network of in-person and online gossip and rumor.
grapevine
Alexis sends a text message to her coworker, asking her to verify the time of a meeting with a client. This is an example of ______ communication.
horizontal
Dianne found out that someone else was using her name and Social Security number to apply for credit cards and run up large amounts of debt. Dianne is a victim of ______.
identity theft
Thieves hijack your name and identity and use your good credit rating to obtain cash or make purchases. This is known as ______.
identity theft
Nanci needs to let Morgan know that the production line will be down until tomorrow and the items she needs to ship to the customer will not be ready on time. The information Nanci wants to share is called the ______.
message
The information that is shared in the communication process is called the ______.
message
False information that is generated without the intention of causing harm is known as ______.
misinformation
There should always be ______ before being physically affectionate with co-workers.
mutual consent
Anything that delays or obstructs any stage of the communication process is referred to, in general, as ______.
noise
During the professor's lecture, Jake was distracted by a classmate's coughing. This distraction is an example of ______ in the communication process.
noise
After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of ______ communication.
nondefensive
A rich medium is more effective with ______ situations.
nonroutine
Eye contact, facial expressions, and body movements and gestures are forms of ______ communication.
nonverbal
One of the dangers of using a rich medium for routine matters is information ______, in which the receiver gets more information than necessary.
overload
After listening to her boss's instructions regarding completion of the project, Angelica said, "Let me make sure I've got this straight. You need this project completed by the 15th of the month so we can go over it and make any changes before our meeting with the client on the 17th. Is that correct?" This is an example of ______.
paraphrasing
When people restate in their own words the essential meaning of what they have heard or read, they are ______.
paraphrasing
