MGT 300 Chapter 14

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

Cell phones Information overload Mindlessness

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

Communication

True or false: Effective listening is an innate skill; it cannot be learned.

False

Why are face-to-face meetings still an important part of the work day?

People value human contact.

After a long session of studying for final exams, you turn to your best friends to tell them things you've learned, and they give you their full attention. Which type of listening style does this demonstrate?

active

Active listening is the process of ______.

decoding and interpreting verbal messages

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

Terminology that is specific to a particular profession or group is known as _____.

jargon

The key to protecting yourself against online security threats is ______.

prevention

Colin decided to use Facebook to announce the new product his company is introducing. Facebook is an example of _________ media.

social

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

writing

Which of the following are recommended ways of handling communication via e-mail?

Remember that not every topic belongs on e-mail. Reduce unnecessary e-mails that you receive. Treat all e-mail as confidential.

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

Sales associates Customer service representatives Cashiers

Which personal attributes are important for a career in business communication?

Self-motivation Self-awareness Self-efficacy

Which strategies are recommended for writing e-mail messages and reports more effectively? (Check all that apply.)

Start with your purpose. Write simply. Know your audience.

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

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

During an argument with a coworker, Analiese became increasingly hostile and profane. This would BEST be described as _______ communication.

defensive

Building and maintaining a wide array of professional contacts is called ______.

networking

Any disturbance that interferes with the transmission of a message in the communication process is known as _____________.

noise

Focusing on the speaker as well as what the person says is a hallmark of the ____________ style of listening.

active

One of the dangers of using a rich medium for routine matters is information _____________, in which the receiver gets more information than necessary.

overloading

Through ______, people in different locations can see, hear, and talk with one another.

video conferencing

How should a business communication be written?

Use few adjectives and adverbs.

Which question is the most likely to help build a personal connection to someone in your professional network?

"What was the best thing that happened to you this week?"

How can an individual build personal connections while creating a professional network?

By asking interesting questions to create a positive first impression By drawing people into meaningful conversations

Identify the disadvantages brought about by the digital age. (Check all that apply.)

Decreased privacy Too many emails Security breaches

What techniques will improve the effectiveness of a public speech?

Guide the audience with transitions. Do research and recheck the facts. Speak on a topic you know well.

What uses of crowdsourcing have been shown to be successful?

Hiring temporary or contingent workers Sponsoring a competition with a cash prize for the team that suggests the best solution to a problem

Which contacts are important for you to add to your professional network?

People who can help you People who share your interests People you can help

Which techniques are recommended for effective business writing?

State what you expect of your reader. Use simple words, phrases, and sentences.

Why is it important to focus a speech on a few key points?

That is probably all the audience will remember

Which statements regarding social media strategies in business are true?

The message should be surprising. Marketers should track the results.

Thieves hijack your name and identity and use your good credit rating to obtain cash or make purchases. This is known as ____________ ___________.

identity theft

The means by which a communicator sends a message is called ______.

the medium

What is cyberloafing?

Accessing the Internet at work for personal use

What is an example of an "open" body position?

Leaning backward

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

formal

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

Within Kyle's individual professional network, who of the following would likely have the most information, opportunities, and potential introductions to share?

A business acquaintance he has known for two years, but not well

Which techniques will lead to more effective listening? (Check all that apply.)

Ask questions to make sure you understand. Use nonverbal cues to demonstrate interest.

To reduce anxiety about making an oral presentation, what should the speaker do before the event begins?

Ask who else will be speaking. Learn how much time has been scheduled for the presentation. Arrive early and make sure the necessary equipment is in place and working.

To avoid errors in writing, what precautions should be taken with every business communication?

Pay particular attention to the spelling of people's names and titles. Watch for auto-correct errors.

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

To relieve stress To improve work-life balance

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

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

Which statement about public speaking is true?

With practice, everyone has the ability to become a skillful public speaker.

Which statements accurately describe the way gender influences communication?

Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.

When Marta explains a project to members of her staff, they are able to understand her intended message accurately. This suggests that Marta is a(n) _____ communicator.

effective

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

efficient

Marcus was recently advanced to the director's post at his company. Many of the people who report to him are not happy that he was promoted. He tends to tune out their ideas, and he likes to say, "I'm in charge because I am the best." His arrogance demonstrates his ______.

ego

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

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

Privacy is the right of people not to reveal information about themselves.

privacy

A lean medium is more effective with _____ situations.

routine

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

sender

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

social media

A manager sends a memo to notify his department of a new company policy. This is an example of ______ communication.

vertcal

Telepresence technology is the high-definition videoconference systems that simulate face-to-face meetings among users.

telepresence

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

Empathy

What tips are recommended for building a professional network of contacts?

Identify your career goals, and target contacts who will help you achieve them. Build networks that serve your professional purposes.

What are guidelines for creating a strong conclusion to a speech?

Include a call to action, a quotation, or a story at the very end. Summarize the main points of the speech. Signal the audience that the speech is about to end.

What is phubbing?

Talking or texting on a cell phone instead of focusing on people who are with you

How should a business respond to negative comments that customers or employees post about the company on social media sites?

Require employees to follow the company's social media policy Respond quickly on the site

What are recommendations for handling meetings via webcasting or video conferencing?

Resolve any technical issues before the meeting begins. Keep communications direct and personal.

Using the Internet and social media to enlist a group outside the organization for help solving a problem is known as _____.

crowdsourcing

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a ____________ barrier.

Physical

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

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.

During the first staff meeting after Blake joined the company, he was completely confused by his coworkers' repeated references to the "PPAC committee" and "the next level drill-down". Blake experienced which barrier to communication?

Jargon

To prepare for a career in business communication, you need to become competent in which areas?

New media literacy Teamwork and collaboration Social intelligence

True or false: The "rules" for eye contact are the same across all cultures.

False

True or false: The use of email has peaked and it is expected that the number of email users worldwide will continue to steadily decrease.

False

One nurse complains to another, "Dr. James is a legend in his own mind because he's got that MD behind his name." Which personal barrier to effective communication is the nurse describing?

Oversized egos

Match the type of formal communication (on the left) with its example (on the right). Vertical Horizontal External

Vertical - Anne submits her vacation request to her boss. Horizontal - Suzie emails a coworker to inform him that she has finished her part of a team project. External - Tamika emails a supplier to ask for a price quotation on a product.

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

receiver

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

Online social media

Which statements accurately describe what is communicated by body movements and gestures in U.S. culture? (Check all that apply.)

Open body positions convey warmth and closeness. Closed body positions tend to be interpreted as being defensive.

Which of the following are types of informal communication channels? (Check all that apply.)

The office grapevine Face-to-face communication

The right of people not to reveal information about themselves is called _____________.

privacy

When two people from the same culture misunderstand each other because the meaning of the words is unclear, they are experiencing a ______ problem.

semantic

How do businesses typically use social media to increase productivity?

By collaborating with co-workers and people outside the company By working with a larger variety of knowledgeable people outside the business By connecting in real time with employees, customers, suppliers, and communities

Eye contact serves which of the following functions?

Shows attention Reflects interest Expresses emotion

What type of communication flows within and among work units, most often for the purpose of coordination?

horizontial

Identity theft is when thieves hijack your name and identity and, for instance, use your good credit rating to get cash or buy things.

identity theft

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

What type of communication flows among people inside and outside the organization?

External

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

Less employee turnover Better communication among employees Greater job satisfaction

What resources can job candidates find at online employment recruiting sites?

Links to company blogs and videos Available job openings Background material for researching companies

What are recommendations for handling face-to-face meetings with co-workers?

Listen more and talk less. Schedule time for face-to-face meetings. Explain the situation before delivering bad news.

Which elements often become cross-cultural barriers to communication?

Nonverbal gestures Ethnocentrism Religious beliefs

What conditions must be present before a company's social media strategy will succeed?

The company's personnel must be competent in using technology. The company's customers must have social media skills. The company must dedicate resources to the effort.

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 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 the 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

Which forms of nonverbal communication are inappropriate in some cultures?

Embracing Patting on the shoulder

Who should respond to negative comments posted about a company on social media sites?

Experienced managers

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 Alexandria experiencing?

Generational differences

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

Informal

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

In American culture, which behaviors demonstrate poor nonverbal communication skills?

Speaking very quickly or slowly Playing with your hair Looking away from the speaker

Which forms of communication are still popular among older generations but are considered outdated by some younger people?

Telephone calls email

Why do businesses establish a presence on social media platforms?

To increase sales To increase brand awareness To interact with customers

How do hiring managers use online social media?

To locate job candidates with specific skill sets To post available job openings To investigate potential employees' social media pages

Interpreting and trying to make sense of the message is called ______.

decoding

When trust is lacking between two people communicating with each other, the individuals tend to become ____ rather than focus on the meaning of the message.

defensive

The chancellor of the university sent a memo to faculty members to advise them that the governor would be speaking at the university and to encourage them to attend. This is an example of ______ communication.

downward

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

Jamal calls a supplier to check on the delivery status of an order. This is an example of _____ communication.

external

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 basic types of barriers to communication are physical, personal, cross-cultural, nonverbal, and ______________ differences.

gender

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

Derek tends to use the latest buzzwords and throw in a few jokes when he talks to his assistant about a project. Derek's speaking pattern demonstrates his ______ style.

linguistic

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 ______ in the communication process.

medium

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 won't be ready on time. The information Nanci wants to share is called the

mesaage

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

Janeen hears a rumor from a colleague in sales that there is going to be a layoff on Friday afternoon. She quickly calls her friend in accounting to let her know. This is an example of _____.

the grapevine

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

the message

Brad sends an email to his boss, asking for permission to attend a training seminar in Houston. This is an example of _______ communication.

upward

Social media allow a company's employees to collaborate with each other and with people outside the organization in a group effort called ______.

virtual teamwork

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

Why is cyberloafing bad for business?

It exposes the company to computer viruses. It uses up bandwidth. It causes employees to waste time instead of doing their jobs.

Effective communicators realize that ______.

a speaker is responsible for making sure the listener understands the message.

Garrett told his sales team to send their monthly sales figures to him via email rather than calling him on the phone. Garrett is indicating his preference for a _____ medium.

lean

Which statements accurately describe the way messages are interpreted?

Communication is a perceptual process that varies from person to person. People's individual experiences affect the way they interpret what someone is saying. The speaker is responsible for ensuring that the listener understands the message.

Which actions could be considered microaggressions if they happen repeatedly?

Interrupting someone who is speaking Mispronouncing a person's name Avoiding eye contact

Which of the following are types of barriers to communication? (Check all that apply.)

Personal barriers Physical barriers Cross-cultural barriers

A person's characteristic speaking patterns are called ______ style.

linguistic