MGT 301 Chapter 15 SmartBook

What are some of the main causes of poor listening in modern times? Cell phones Diminishing intelligence Information overload Mindlessness

1.) Cell phones 2.) Information overload 3.) Mindlessness

Which elements often become cross-cultural barriers to communication? Ethnocentrism Religious beliefs Attachments to family Nonverbal gestures

1.) Ethnocentrism 2.) Religious beliefs 3.) Nonverbal gestures

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

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 _________

message

Any disturbance that interferes with the transmission of a message in the communication process is known 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. the medium feedback noise encoding

noise

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication. hierarchical electronic nonverbal formal

nonverbal

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

receiver

What is phubbing? Talking or texting on a cell phone instead of focusing on people who are with you Misrepresenting the facts so that someone else will be blamed for something you did Revealing confidential data about friends, family, or professional contacts Cyberbullying people in online forums

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

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

Informal

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process? Sender Encoder Receiver Medium

Receiver

Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process? Decoder Medium Sender Receiver

Sender

What type of communication flows upward and downward within the hierarchy of an organization? Lateral Vertical External Horizontal

Vertical

Interpreting and trying to make sense of the message is called ______. decoding encoding transmitting providing feedback

decoding

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

efficient

Businesses can increase productivity by encouraging managers and employees to use social media to ______. enhance their individual performance monitor what other employees are doing with their time take hourly breaks for socializing while at work maintain constant communication among personnel

enhance their individual performance

Formal communication is of three types: vertical, horizontal, and ________________

external

The expression of the receiver's reaction to the sender's message is known as _________

feedback

The term _____ describes when the receiver expresses his or her reaction to the sender's message. noise decoding feedback encoding

feedback

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

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. external grapevine formal informal

formal

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

gender

How well a particular medium conveys information and promotes learning is called ______. jargon media richness noise resistance semantics

media richness

An email, a handwritten notice, or a voicemail are each an example of a ______ in the communication process. encoding step decoding step noise medium

medium

In communication, _________ (men or women?) are more likely to use "I" statements.

men

The digital era and social media have caused major problems for businesses, including security breaches and ______. employees using more sick days the need to collect metadata on customers difficulty in finding qualified job applicants reduced productivity due to handling large volumes of e-mail

reduced productivity due to handling large volumes of e-mail

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

sender

Colin decided to use Facebook to announce the new product his company is introducing. Facebook 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 chat clients communication enhancers e-mail clients

social media

How does access to social media tend to increase an organization's productivity? Greater job satisfaction Better communication among employees Ability to connect with personnel day and night Less employee turnover

1.) Greater job satisfaction 2.) Better communication among employees 3.) Less employee turnover

Why is cyberloafing bad for business? It exposes the company to computer viruses. It uses up bandwidth. It causes employees to take a short break from working. It causes employees to waste time instead of doing their jobs.

1.) It exposes the company to computer viruses. 2.) It uses up bandwidth. 3.) It causes employees to waste time instead of doing their jobs.

Which statements accurately describe the way gender influences communication? Men are less likely to admit when they feel uncertain. Women are more apt to brag about their accomplishments. Women tend to provide more information than is needed. Men are less apt talk over others.

1.) Men are less likely to admit when they feel uncertain. 2.) Women tend to provide more information than is needed.

Which actions could be considered microaggressions if they happen repeatedly? Mispronouncing a person's name Avoiding eye contact Interrupting someone who is speaking Stammering or blushing

1.) Mispronouncing a person's name 2.) Avoiding eye contact 3.) Interrupting someone who is speaking

Which of the following are types of barriers to communication? (Check all that apply.) Emblematic barriers Personal barriers Cross-cultural barriers Physical barriers

1.) Personal barriers 2.) Cross-cultural barriers 3.) Physical barriers

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 must establish a presence on multiple social media platforms. The company's customers must have social media skills. The company must dedicate resources to the effort.

1.) The company's personnel must be competent in using technology. 2.) The company's customers must have social media skills. 3.) The company must dedicate resources to the effort.

Which statements regarding social media strategies in business are true? One or two employees with minimal social media experience can probably manage the online presence for most companies. The message should be surprising. Any social media presence will increase sales, even if the company puts little effort into it. Marketers should track the results.

1.) The message should be surprising. 2.) Marketers should track the results.

Which of the following are types of informal communication channels? (Check all that apply.) The office grapevine A public announcement Face-to-face communication A newsletter

1.) The office grapevine 2.) Face-to-face communication

Why can it be beneficial for a company to allow employees some use of personal texting on the job? To improve work-life balance To encourage employees to enjoy their time at work To relieve stress To help eliminate emails

1.) To improve work-life balance 2.) To relieve stress

Why do businesses establish a presence on social media platforms? To increase sales To monitor employees To increase brand awareness To interact with customers

1.) To increase sales 2.) To increase brand awareness 3.) To interact with customers

Identify the disadvantages brought about by the digital age. (Check all that apply.) Too many emails Decreased privacy Decreased communication Lack of innovative solutions Security breaches

1.) Too many emails 2.) Decreased privacy 3.) Security breaches

What is typically specified in a social media policy for a business? When employees are allowed to use social media Who is allowed to participate in social media at work Which social media sites an employee is allowed to access outside of work What consequences will be imposed on employees who fail to comply

1.) When employees are allowed to use social media 2.) Who is allowed to participate in social media at work 3.) What consequences will be imposed on employees who fail to comply

What is cyberloafing? Playing video games at home after work Talking or texting on a cell phone while driving Accessing the Internet at work for personal use Researching a work-related topic online instead of using printed materials

Accessing the Internet at work for personal use

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? Faulty listening skills Lack of credibility Cultural differences Tendency to judge others' messages

Cultural differences

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? Transmitting Decoding Feedback Encoding

Decoding

Which of the following is an example of a physical barrier to communication? Joshua tells his daughter to purchase a CD, meaning "certificate of deposit," but she thinks he means "compact disc." Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together. Raphael, who speaks French, cannot understand Ingrid, who speaks Norwegian. Nikki has caught her coworker lying several times, and she now believes little of what the coworker says.

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them? Animosity Information overload Mindlessness Empathy

Mindlessness

What type of communication consists of messages sent outside of the written or spoken word? Verbal Informal Grapevine Nonverbal

Nonverbal

What technology has most profoundly changed the principles of management and the nature of how businesses operate? Photocopy machines Security systems Page-design software Online social media

Online social media

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

The transfer of information and understanding from one person to another is known as _____. data conversion verbal processing knowledge communication

communication

The means by which a communicator sends a message is called ______. feedback noise the medium static

the medium

The information that is shared in the communication process is called ______. noise decoding the message feedback

the message

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

vertical