MGMT 371 Final Ch.12-20 (96)
In-person meeting
Stephen is a team leader in an organization that is currently laying off some of its employees. Stephen has to inform George, who has been with the organization for 20 years, that he is being laid off. Which of the following communication media should Stephen use to convey this message to George? a. Videoconferencing b. In-person meeting c. Recorded message d. Electronic mail
True
To bridge linguistic and communication differences, individuals should be careful about telling jokes that may be culturally sensitive. a. True b. False
Biased thought processes
Which of the following is a disadvantage of the ladder of inference? a. Slow information processing b. Indecisiveness c. Biased thought processes d. Not suitable for stressful situations
Trust networks
Which of the following networks allows employees to share sensitive information and support one another in a crisis? a. Trust networks b. Communication networks c. Advice networks d. Diverse networks
In a restaurant, George welcomes the customers, Jake's team takes the orders, and finally Jim's team serves the customers and conducts financial transactions.
Which of the following networks is the best example of a communication network? a. John, who belongs to the marketing department in an organization, often interacts with employees in other departments whenever he finds time to socialize. b. Pinky couldn't work on her project due to some personal issues. She discussed her issues with Paul, her teammate, and he helped her finish the task on time. c. In a restaurant, George welcomes the customers, Jake's team takes the orders, and finally Jim's team serves the customers and conducts financial transactions. d. When it comes to solving technical issues, the employees in an organization often get suggestions from Victor who has more technical expertise.
Communication networks
Which of the following refers to the formal and informal connections through which individuals use their relationships with others to send and receive messages? a. Communication channels b. Communication systems c. Communication networks d. Communication media
It involves giving physical attention to a communication partner.
Which of the following statements about nonverbal communication is true? a. It involves giving physical attention to a communication partner. b. Space and objects do not impact the interpretation of communication. c. Nonverbal communication consists of letters, pictures, and symbols. d. Body language includes the dress and appearance of the individuals.
Both positive and negative reinforcement increase behavior while punishment and extinction decrease behavior.
Which of the following statements best describes the theory of operant conditioning? a. Both positive and negative reinforcement increase behavior while punishment and extinction decrease behavior. b. People will compare their circumstances with those of similar others, and this behavior motivates them to seek fairness in the way they are rewarded for performance. c. Individuals have multiple needs that must be fulfilled in a specific hierarchical order to ensure the greatest level of satisfaction. d. Employees expect that high effort should lead to good performance and that good performance, in turn, should lead to reward.
Networking
_____ refers to the activities associated with developing and managing relationships that are critical to a person's ability to accomplish tasks and develop personally and professionally. a. Networking b. Satisficing c. Motivating d. Interacting
interaction, affection, and time.
According to David Krackhardt, the components of strong ties are a. interaction, affection, and time. b. importance, capability, and personality. c. interest, similarity, and acceptance. d. intimacy, attitude, and knowledge.
persuasion
Donald's speech captured the audience, and many left saying their opinion on the subject had been changed. This is an example of a. motivation. b. persuasion. c. deflection. d. negotiation.
Electronic mail
Edward, the head of human resources, needs to remind employees of an important approaching deadline. Which of the following communication media should Edward use to convey this message? a. Videoconferencing b. In-person meeting c. Recorded message d. Electronic mail
socialized power-oriented
Edwin, a top manager in a bureaucratic organization, often provides advice, coaching, and support to employees and maintains a good reputation both inside and outside the organization. Based on McClelland's acquired needs theory, it can be inferred that Edwin is an example of a(n) _____ manager. a. socialized power-oriented b. affiliation-oriented c. achievement-oriented d. relations-oriented
False
In contrast to intrinsic motivation, extrinsic motivation is derived from aspects of "doing the job." a. True b. False
Theory Y
Jill, a manager who conforms to Douglas McGregor's _____, focuses on participatory rather than command-and- control styles of leadership. a. Theory ERG b. Theory X c. Theory Y d. Theory Z
Shelley and Bob are redundant contacts.
Joe has connections with Shelley and Bob, who have similar positions with the organization. In the course of one hour, Joe receives the same piece of new information from both Shelly and Bob. From this scenario, we can infer that a. both Shelley and Bob are brokers. b. Shelley and Bob are redundant contacts. c. Joe is a broker. d. Shelley and Bob are boundary spanners.
False
Noise is often maximized by an ongoing back-and-forth process of seeking clarification. a. True b. False
represents the number of contacts to whom a person is connected in a social network.
Of the three conceptions of centrality, degree of centrality a. accounts for how close a person is to all other people in the network through his or her direct and indirect ties. b. accounts for the extent to which people fall between pairs of other people who may be trying to reach each other. c. represents potential control over information and over connections to others that anyone may want to reach. d. represents the number of contacts to whom a person is connected in a social network.
Recognition and rewards
Where Joe works, he feels included and accepted. Based on Maslow's needs hierarchy as applied to the work environment, what is Joe's next level of need fulfillment? a. Job security b. Self-actualization c. Recognition and rewards d. Job autonomy
Betweenness
Which of the following conceptions of centrality represents potential control over information and over connections to others that anyone may want to reach? a. Degree b. Closeness c. Distance d. Betweenness
Maria usually avoids making any verbal or nonverbal responses when someone else is talking.
Which of the following individuals is the best example of a passive listener? a. During presentations, James consciously tries to focus on what the speaker is saying. b. Erick tends to respond to speakers vocally when they say things with which he agrees. c. Maria usually avoids making any verbal or nonverbal responses when someone else is talking. d. Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling.
April tends to listen to instructions, briefings, and other important information without performing other tasks.
Which of the following is an example of an attentive listener? a. Shawn attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker. b. April tends to listen to instructions, briefings, and other important information without performing other tasks. c. Richard refrains from making any verbal or nonverbal responses when someone else is talking. d. Ramona responds to speakers with vocal noises such as "ah" and "uh-huh" when speakers say things with which she agrees.
Mario relates similar experiences.
Which of the following is an example of deflecting in supportive communication? a. Mario relates similar experiences. b. Ricky reiterates the main points. c. Joy offers advice and suggestions. d. Jackie asks follow-up questions for clarification.
When it comes to solving technical issues, the employees in an organization often get suggestions from Victor, who has more technical expertise.
Which of the following networks best exemplifies an advice network? a. In a restaurant, George welcomes the customers, Jake's team takes the orders, and finally Jim's team serves the customers and conducts financial transactions. b. Pinky couldn't work on her project due to some personal issues. She discussed her issues with Paul, her teammate, and he helped her finish the task on time. c. John, who belongs to the marketing department in an organization, often interacts with employees in other departments whenever he finds time to socialize. d. When it comes to solving technical issues, the employees in an organization often get suggestions from Victor, who has more technical expertise.
Pinky couldn't work on her project due to some personal issues. She discussed her issues with Paul, her teammate, and he helped her finish the task on time.
Which of the following networks is the best example of a trust network? a. When it comes to solving technical issues, the employees in an organization often get suggestions from Victor who has more technical expertise. b. Pinky couldn't work on her project due to some personal issues. She discussed her issues with Paul, her teammate, and he helped her finish the task on time. c. In a restaurant, George welcomes the customers, Jake's team takes the orders, and finally Jim's team serves the customers and conducts financial transactions. d. John, who belongs to the marketing department in an organization, often interacts with employees in other departments whenever he finds time to socialize.
Communication is an iterative and interactive process.
Which of the following statements about communication is true? a. Communication simply includes what is said and heard. b. Communication is seldom influenced by personal factors. c. Communication is an iterative and interactive process. d. Communication is a series of linear exchanges from one person to another.
Ceasing to reward the behavior that was previously rewarded causes extinction.
Which of the following statements about the reinforcement theory is true? a. Negative reinforcements tend to decrease certain behaviors. b. Successful organizations generally build employee engagement by focusing on punishment. c. Ceasing to reward the behavior that was previously rewarded causes extinction. d. Positive reinforcement involves removing an aversive condition in response to a desired behavior.
Communication that occurs in one-on-one or small group settings
Which of the following statements best describes interpersonal communication? a. Communication that occurs in one-on-one or small group settings b. The use of body language and objects to convey meaning to messages c. A process of offering advice and suggestions and relating similar experiences d. Communication that involves using sounds, letters, words, pictures, and symbols
Motivation
____ refers to the desire, stimulus, or incentive to pursue a particular course of action. a. Participation b. Influence c. Motivation d. Reinforcement
content
The study of the incentives and needs that motivate people to perform in a certain way are called _____ theories of motivation. a. content b. path-goal c. reinforcement d. process
Need for power
Which of the following is one of the three needs of McClelland's acquired needs theory? a. Need for motivation b. Need for challenge c. Need for power d. Need for safety
Men are generally inclined to value status and hierarchy more than women do.
Which of the following is true about gender differences in communication? a. Men are generally inclined to value status and hierarchy more than women do. b. Compared to women, men tend to spend more time communicating up in an organization. c. Men are more successful than women when they are advocating for the needs of their team members. d. Men are less likely to engage in self-promotion compared to women.
Large diverse networks with strong and weak relationships
Which of the following networks are considered to be the best? a. Large closed networks with weak relationships b. Small diverse networks with strong relationships c. Small closed networks with strong and weak relationships d. Large diverse networks with strong and weak relationships
Examining communication networks can be helpful in identifying some of the gaps in information flow.
Which of the following statements about communication networks is true? a. Communication networks are used to share sensitive information and support one another in a crisis. b. Examining communication networks can be helpful in identifying some of the gaps in information flow. c. Communication networks involve employees performing tasks by depending on one another at all times. d. Communication networks are seldom used to exchange work-related information.
True
A communication audit allows organizations to improve the way in which they respond to routine and nonroutine circumstances. a. True b. False
make an emotional connection with the audience.
According to Aristotle, the goal of pathos is to a. appeal to the minds of the audience. b. provide the audience rationale for change. c. make an emotional connection with the audience. d. simply convey the facts to the audience.
Approach
Identify a personal aspect that influences communication. a. Message b. Approach c. Context d. Medium
Compensation
Which of the following is an extrinsic reward? a. Autonomy b. Challenging task c. Self-direction d. Compensation
True
According to Erving Goffman, the "front stage" dictates that we employ certain standards of politeness and decorum when communicating. a. True b. False
Y
Based on the network diagram, which of the following is a weak tie to M? a. O b. P c. F d. Y
True
Likability often outweighs competence when people are seeking advice or building trust and advice networks. a. True b. False
True
Networks characterized by breadth tend to have many non-redundant contacts that provide access to a wide range of potential opportunities. a. True b. False
True
Tapping into a person's emotions is extremely important in encouraging an individual to take a risk, try something new, or change his or her behavior. a. True b. False
Directness
____ refers to the amount of control an individual attempts to exercise in communication situations. a. Motivation b. Negotiation c. Persuasion d. Directness
Mapping your network
According to Brian Uzzi and Shannon Dunlap, which of the following is the first step in building a useful internal network? a. Cultivating brokers b. Mapping your network c. Sharing information d. Forging better connections
acquire
Adam, a team leader, while assessing the performance of his team members, came to realize that their performance was deteriorating. In order to motivate them, Adam adopted the four-drive theory of motivation and differentiated good performers from average and poor performers. Moreover, he designed a reward system such that it was tied clearly to performance. From this scenario, it can be inferred that Adam tried to fulfill the employees' drive to a. acquire. b. bond. c. comprehend. d. defend.
False
Aristotle believed that pathos was the most important element of persuasion. a. True b. False
be careful about numbers
To bridge linguistic and communication differences, individuals should a. speak as fast as possible. b. be careful about numbers. c. use less white space in e-mail communications. d. use many colloquialisms.
True
To build useful networks, managers and leaders should consider promoting less formal social networks in the workplace. a. True b. False
Angel attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker, asking, "How did that make you feel?"
Which of the following is an example of an empathetic listener? a. Angel attempts to share with the speaker the feelings and concerns that underlie the message by counseling the speaker, asking, "How did that make you feel?" b. Carla tends to listen to instructions, briefings, and other important information without performing other tasks. c. Ronnie refrains from making any verbal or nonverbal responses when someone else is talking. d. Renaldo responds to speakers with vocal noises such as "ah" and "uh-huh" when speakers say things with which he agrees.
Enrique needs to join a networking club.
Enrique wants to develop professional relationships outside of work. What is the best advice you can give Enrique? a. Enrique needs to develop more redundant contacts. b. Enrique needs to develop weak ties into strong ties. c. Enrique needs to join a networking club. d. Enrique needs to expand his communication network.
downward vertical
Joe, the marketing manager, provided a sales manual to his sales personnel containing protocols to be followed in all sales situations. This is an example of _____ communication. a. filtered horizontal b. downward vertical c. interdepartmental horizontal d. upward vertical
Theory X
John, a manager who conforms to Douglas McGregor's _____, believes that employees are motivated by extrinsic rewards, especially compensation. a. Theory ERG b. Theory X c. Theory Y d. Theory Z
False
Of the three conceptions of centrality, betweenness represents the number of contacts to whom a person is connected in a social network. a. True b. False
existence, relatedness, and growth.
The acronym ERG in Alderfer's theory of motivation refers to a. existence, relatedness, and growth. b. empowerment, reliance, and greatness. c. engagement, responsibility, and governance. d. employment, recognition, and gain.
Interesting task
Which of the following is an intrinsic reward? a. Recognition b. Interesting task c. Employee benefits d. Monetary bonus
are potential dissatisfiers that, when fulfilled, do not cause people to become satisfied.
According to Herzberg's two-factor theory, hygiene factors a. correspond to Maslow's hierarchical needs for esteem and self-actualization. b. are the higher-order needs that motivate people to perform better in their work. c. are potential dissatisfiers that, when fulfilled, do not cause people to become satisfied. d. are the direct consequences of doing the job and are the primary cause of satisfaction.
F, Y, and G
Based on the network diagram, which of the following function as boundary spanners? a. M and X b. F, Y, and G c. All except G,M,F,X,andY d. F, H, K, and M
Theory X
Colleen, a manager who conforms to Douglas McGregor's _____, believes that employees inherently dislike work and need to be constantly monitored. a. Theory ERG b. Theory X c. Theory Y d. Theory Z
Diane is an open communicator.
Cynthia and Diane are the production managers in an organization. While making presentations during team meetings, Diane, who is more talkative, uses a wide range of facial expressions and shares her feelings and personal information. In contrast, Cynthia keeps her feelings private and limits discussions to business-related topics. Based on this description, it can be inferred that a. Diane is a passive listener. b. Cynthia is a direct communicator. c. Diane is an open communicator. d. Cynthia is an interactive listener.
good at forging better connections.
Dolly has arranged for a get-together at her house to which she has invited all of her friends. Most of her friends will be meeting the others in the group for the first time. Moreover, they are from diverse backgrounds with differing interests and experiences. Though all are not known to each other, all are known to Dolly. From this description of Dolly, it can be inferred that Dolly is a. good at forging better connections. b. focusing only on closed networks. c. lacking weak ties in relationships. d. more exposed to redundant contacts.
include a proper balance between the breadth of contacts and the depth or strength of contacts.
Effective networks a. include a proper balance between the breadth of contacts and the depth or strength of contacts. b. consist of only a few deep contacts that tend to be better sources of high-quality information. c. are a group of non-redundant contacts that provide access to a wide range of potential opportunities. d. include contacts that are connected to one another and tend to recirculate similar insights among themselves.
broker
Gail has a high level of connectivity with people in the organization and tends to know valuable information before anyone else. From this information, we can infer that Gail is a a. lovable star. b. social loafer. c. broker. d. framer.
Adam is a self-contained communicator.
Kevin and Adam are the marketing executives in an organization. While making presentations during team meetings, Kevin, who is more talkative, uses a wide range of facial expressions and shares his feelings and personal information. In contrast, Adam keeps his feelings private and limits discussions to business-related topics. Based on this description, it can be inferred that a. Adam is an interactive listener. b. Kevin is an indirect communicator. c. Adam is a self-contained communicator. d. Kevin is a passive listener.
boundary spanner.
Lu, who is part of the production department, has key connections with members of the R&D, marketing, art, technical support, distribution, and human resources departments. From this information, we can infer that Lu is a a. redundant contact. b. boundary spanner. c. peripheral specialist. d. structural hole.
bond
Managers at Bridgeport Company sought to establish a culture that fosters mutual reliance and friendship among coworkers, values collaboration and teamwork, and encourages sharing of best practices so as to fulfill employees' drive to a. acquire. b. bond. c. comprehend. d. defend.
defend
Managers at Glasglow Company sought to increase transparency in organizational processes, emphasize fairness, and build trust so as to fulfill employees' drive to a. acquire. b. bond. c. comprehend. d. defend.
Equity theory
Maria and Jose have worked together in the same office in the same position for quite some time. They have similar educational backgrounds and have been in the job for about the same period of time. Maria works extremely hard and often notices that Jose is taking long breaks and not putting in the same effort as she is. Thus, when she learns that Jose is paid $8,000 more than what she earns, she gets very upset and decides to reduce her effort and take long breaks as well. Which of the following theories explains this behavior? a. Expectancy theory b. Equity theory c. ERG theory d. Goal-setting theory
social
Marvin is a high-performance general manager who has built and cultivated a strong network of relationships. Marvin has worked to create _____ capital. a. financial b. human c. network d. social
credibility of the speaker.
Of the three elements of communication, ethos refers to the a. demonstrator's passion to argue. b. rationale for action. c. facts that need to be conveyed. d. credibility of the speaker.
the available outcomes are attractive to the employee.
Of the three variables of expectancy theory, valence includes the evaluation of whether a. the available outcomes are attractive to the employee. b. putting in effort will lead to commensurate performance. c. poor effort will lead to limited performance and rewards. d. successful performance will lead to a desired reward.
False
One of the most cited reasons for dissatisfaction by direct reports is that their managers share too much information. a. True b. False
True
One of the most compelling ways to build a personal connection is through storytelling. a. True b. False
Bob is a structural hole.
Raj and Lee are both connected to Bob, but Raj and Lee are not connected to each other. From this scenario we can infer that a. Raj and Lee are redundant contacts. b. Bob is a structural hole. c. Bob is a broker. d. Bob is a boundary spanner.
reinforcement
Richard uses rewards and punishments to induce desired behaviors. Richard subscribes to _____ theory. a. equity b. reinforcement c. acquired needs d. expectancy
James belongs to Sam's weak ties.
Sam was unemployed and looking for a job. None of his close friends could help him as they themselves were all either unemployed or underemployed. However, Sam got a good job through James, whom he met a few months ago while traveling. From this scenario, it can be inferred that a. James belongs to Sam's closed network. b. Sam belongs to James's strong ties. c. James belongs to Sam's weak ties. d. Sam belongs to James's communication network.
competent jerk.
Sandy is a very competent technical expert, but her coworkers will not go to her for advice, seeking out the more likable, albeit less competent, Bob instead. From this scenario, we can infer that Sandy is a a. lovable star. b. competent jerk. c. incompetent jerk. d. lovable fool.
True
Social capital is not only beneficial to individuals within organizations but also to those organizations themselves. a. True b. False
hierarchy of needs
The _____ theory, proposed by Abraham Maslow, states that individuals have multiple needs that must be fulfilled in a specific order to ensure the greatest level of satisfaction. a. acquired needs b. hierarchy of needs c. four-drive d. two-factor
False
The first step in building a useful internal network is to identify information brokers. a. True b. False
media
The formats used to convey messages, including oral, written, and electronic, are referred to as communication a. systems. b. media. c. styles. d. channels.
comprehend
The human resources department sought to design jobs that have distinct and important roles in the organization, that are meaningful, and that foster a sense of contribution to the organization so as to fulfill employees' drive to a. acquire. b. bond. c. comprehend. d. defend.
the organization falls short of motivators.
The managers in an organization wanted to reduce employee turnover by increasing employee job satisfaction. Therefore, they provided employees with a safe work environment and a sense of job security. However, the turnover rate did not decrease even after implementing these changes. During exit interviews, the employees complained that they do not have any opportunities for achievement and personal recognition. From this scenario, according to Herzberg's theory, it can be understood that a. hygiene factors are lacking in the organization. b. the organization falls short of motivators. c. all employees are self-actualized individuals. d. the employees' higher-order needs are met.
process
Theories that explain why people behave in ways to satisfy their needs and how they evaluate their overall level of satisfaction after they have attempted to fulfill their needs are called _____ theories of motivation. a. social identity b. content c. reinforcement d. process
False
Trust networks often reveal the pattern of linkages between employees who talk about work-related matters on a regular basis. a. True b. False
True
Unlike Maslow, Alderfer believed that individuals could pursue multiple needs at once. a. True b. False
False
Weak ties are usually formed among similar individuals who are exposed to the same kinds of information. a. True b. False
Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling.
Which of the following individuals is the best example of an empathetic listener? a. Sheila often reacts to the speaker by showing concern and attempts to share feelings and offer counseling. b. Maria usually avoids making any verbal or nonverbal responses when someone else is talking. c. Erick tends to respond to speakers vocally when they say things with which he agrees. d. During presentations, James consciously tries to focus on what the speaker is saying.
Training and development
Which of the following is a characteristic of an organization's climate with high employee engagement? a. Negative reinforcement b. Training and development c. High power distance d. Centralized decision making
Joe reiterates the main points.
Which of the following is an example of reflecting in supportive communication? a. Julio relates similar experiences. b. Joe reiterates the main points. c. Doris offers advice and suggestions. d. Charles asks follow-up questions for clarification.
Closeness
Which of the following is one of the conceptions of centrality? a. Value b. Range c. Closeness d. Distinctness
Medium
Which of the following is one of the core components of communication? a. Medium b. Approach c. Style d. Tone
I already know what is going on in my network.
Which of the following is one of the six myths that exist about the best ways to build useful networks? a. To build better networks, we must communicate less. b. I already know what is going on in my network. c. We should build a small network. d. Central people should make themselves less accessible.
Intrinsic rewards generally provide personal satisfaction.
Which of the following statements about extrinsic and intrinsic rewards is true? a. Intrinsic rewards are specific, tangible, and easy to compare. b. Extrinsic rewards include interesting and challenging work. c. Intrinsic rewards generally provide personal satisfaction. d. Extrinsic rewards are based on individuals' conception of their worth.
Interpersonal networks are networks of relationships that develop across functions and divisions to accomplish tasks quickly.
Which of the following statements about interpersonal networks is true? a. Interpersonal networks are valuable to the individuals they link but not to the organizations that employ them. b. Interpersonal relationships can be applied to personal but not to business relationships. c. Interpersonal networks are always depicted on a formal organizational chart. d. Interpersonal networks are networks of relationships that develop across functions and divisions to accomplish tasks quickly.
Tight deadlines for goal completion lead to a more rapid work pace.
Which of the following statements about the goal-setting theory is true? a. Tight deadlines for goal completion lead to a more rapid work pace. b. Difficult goals often tend to direct attention toward goal-irrelevant activities. c. Difficult goals generally lead to lesser effort, persistency, and focus. d. Easily achievable goals are the significant motivators of performance.
Unlike strong ties, weak ties provides individuals with exposure to novel information.
Which of the following statements about the strength of ties is true? a. Weak ties are effective in sharing information, and they often provide redundant information. b. Unlike strong ties, weak ties provides individuals with exposure to novel information. c. Trust, larger time commitments, and similar interests are features of weak ties. d. Strong ties serve as bridges and are more likely to link members of dissimilar groups than are weak ones.
Verbal communication consists of sounds, letters, words, pictures, and symbols.
Which of the following statements about verbal communication is true? a. Verbal communication consists of giving physical attention to a communication partner. b. Listening and reading are the modes by which verbal communication is sent. c. Verbal communication consists of sounds, letters, words, pictures, and symbols. d. In verbal communication, speaking and writing are both driven by sensing information.
Alderfer's ERG theory
Which of the following theories is a variant on Maslow's hierarchy theory that involves three instead of five levels? a. Expectancy theory b. Alderfer's ERG theory c. Goal-setting theory d. McClelland's acquired needs theory
noise
While saying "yes," Mark shook his head no while looking down at the ground. Assuming he meant "yes," his body language represented ______ to the receiver of the message. a. channel b. tone c. approach d. noise
