MGT 310- Ch 15

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

cross-cultural

Inadequate downward communication during difficult times can cause Blank______.

decreased job satisfaction

Janet, president of Glasgow Textiles, just gave the workers in her factory a pep talk. This is an example of ________ communication.

downward

Ample downward communication can be especially valuable during challenging times, such as during a corporate merger or acquisition, because

employees are anxious about their future

Shelly praised Susan via email for how well she executed an employee training program last week. Shelly is engaging in the ________ process using a(n) ________ medium.

encoding; written

Pilar and Miguel are having a(n) ________, which is the richest form of communication medium.

face-to-face conversation

Jezebel is completing a work assignment and sends an email to her supervisor asking for clarification. Her supervisor's response to her initial email represents which step in the communication process?

feedback

"Yikes! In my meeting with my boss, I can't tell her exactly what just happened! I will have to withhold some of the facts and skew the results a bit," thought Penny. Penny is planning to use ________ when meeting with her manager.

filtering

The saying "so-and-so only hears what he wants to hear" is characteristic of which element of communication?

filtering

When would e-mail be an inappropriate communication channel? (Check all that apply.)

for negotiating with a supplier for better terms in a long-term contract for resolving a conflict between two subordinates

When a customer calls in a complaint, the company requires that it be taken by a receptionist then communicated to a sales representative as well as the quality manager. This is an example of Blank______ communication.

formal

Messages via oral channels generally

have no permanent record.

Coordinating efforts, solving conflicts constructively, and providing social and emotional support are all benefits of Blank______ communication.

horizontal

The need for Blank______ communication is similar to the need for integration.

horizontal

When two cashiers at a local grocery story share tips with each other on how to increase the speed that they get customers through their lane, they are engaging in what form of communication?

horizontal

Particularly in complex environments where decisions in one unit affect those in another, information must be shared

horizontally

A boundaryless organization is one in which

ideas, information, and decisions move to where they are most needed

A disadvantage of electronic communication is the

inability to pick up on subtle, nonverbal clues.

The grapevine is a(n) Blank______ communication network.

informal

When employees talk at work about what they did over the weekend, or to complain about their bosses, this is an example of Blank______ communication.

informal

"I am implementing a boundaryless organization—an organization without significant barriers to information flow," said Jeannine Smythe, Chief Information Officer. "This free flow does not imply a random free-for-all of unlimited communication and information overload. Rather, it means

information will be available as needed."

Which of the following is not an activity included in MBWA?

Communicating solely using e-mail

The transmission of information and meaning from one party to another through the use of shared symbols is known as

Communication

Which are advantages to oral communication? (Check all that apply.)

Feedback is immediate and direct. Questions can be asked and answered. It is more persuasive.

Ringing telephones, thoughts about unrelated issues, and fatigue that blocks perfect understanding are all examples of ________ in the communication process.

Noise

A disadvantage of oral communication is that the

The likelihood of spontaneous, ill-considered statements is relatively high.

Receiver

The person for whom the message is intended

Decoding

The process by which the receiver interprets the sender's meaning

An advantage of electronic communication is that

There is increased speed and efficiency for routine messages.

According to the video what changes occur when you learn to speak another language?

You think differently and experience the world differently.

A(n) Blank______ organization is one with no barriers to information flow.

boundaryless

Reflection is a process

by which a person states what he or she believes the other person is saying.

In addition to good mechanics, effective writing requires Blank______.

clear, logical thinking

Pilar is a senior account manager at Midnight Visions and oversees Miguel's work. Due to this arrangement, when Pilar attempts to give Miguel suggestions on how to improve his project management, it is considered which type of organizational communication?

coaching

Sawyer entertained conversations with his team to help them master the new manufacturing process and thus be more effective. He is engaging in the Blank______process.

coaching

Media richness is described as the degree to which a(n)

communication channel conveys information.

An advantage of one-way communication over two-way is the fact that

communication is faster and easier.

People are more likely to recall and accept messages presented as stories that are ___.

credible emotional concrete surprising

When one of his subordinates sat down in his office and began by saying "There's something you do as a boss that I really don't like," Chan could have gotten defensive. Instead he did his best not to get emotional and tried to hear what the employee was really saying. In the end, the meeting proved successful, in part because Chan applied the listening skill of

keeping an open mind.

An example of filtering would be when

managers give subordinates unwarranted compliments instead of honest criticism.

In one-way communication, there is

no feedback loop

During the first meeting, Pilar attempts to communicate with Miguel. As Miguel reads a magazine and checks his voicemail, he does not process what Pilar is telling him because there is ________ that prevents accurate communication.

noise

Sarah works at a catering company. One afternoon, she receives word of a venue change and informs her supervisor via email. Sarah's supervisor never receives the email because the server is down. This disturbance is an example of

noise

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

When Donald tells Carla, "I need you to get this done right away," what she hears is different from what he says. The reason is most likely a difference in ________ between the two of them.

perception

Coaching is a method of downward communication and is used by managers to give:

positive reinforcement when it is deserved. performance feedback to their direct reports.

What is the third step in the basic communication process?

receiver decodes

E-mail is most suitable for Blank______ messages.

routine

People are more likely to remember and buy into a message expressed as a simple ________ with unexpected, concrete, and credible elements.

story

Darren is preparing to give a major presentation. One of the things he needs to remember is to

tell the audience the purpose of the presentation.

Josie closed on a new, rather expensive home last week after hearing from a coworker that everyone was going to get raises. This week, Josie's company announced a 15 percent layoff that included Josie. This is an example of how Blank______ can be harmful.

the grapevine

Reza tries not to listen to gossip in the workplace, but she also doesn't want to miss out in case useful or interesting information comes along. So, Reza occasionally indulges in watercooler conversations to hear about what's going on, either about employees or about work projects. This social network of informal communications is ___.

the grapevine

All of the following are considered communication pitfalls that may result when the sender's intended message does not get across to the receiver except Blank______.

the message can be clarified and paraphrased

For a manager's communication to be considered transparent, it must be perceived by the employees as

timely accurate having full disclosure

Which of the following is NOT a reason why employees often don't share bad news with management?

to prevent information overload

People's belief that the information their employer and others send them is of high quality, accurate and provides full disclosure in a timely manner is referred to as Blank______.

transparency

Gaining important knowledge from below requires managers to facilitate and motivate Blank______ communication.

upward

Thanks to a brainstorm on the part of Yolanda, chief operations officer for Top Mart Building Supply, the company just had a very productive afternoon. Top management, along with sales personnel and front-line workers, sat down together in a number of break-out sessions that gave employees an opportunity to discuss their ideas, wish lists, complaints, and so forth. This is an example of

upward communication

Loss of human interaction, burnout caused by long hours with technical tools, and lack of guidance for inexperienced employees are among the disadvantages of

virtual offices.

Organizational Communication

-Upward communication: Meeting with managers -Downward communication: Meeting to announce -Horizontal communication: Sales rep calling other sales rep -Coaching: Helps new employee -Open-book management: Share new budget with whole team -Informal communication: Heard about layoffs

Communication at Cupcake Kingdom

-Upward: Mike and Stanley -Downward: Catherine and Colleen -Horizontal: Daniel and Myrna -Informal: Jimmy and Maureen

Which are important functions of horizontal communication? (Check all that apply.)

Allows coordination and problem solving among units Provides social and emotional support to people Helps solve conflicts

Which are effective methods of managing the grapevine in an organization? (Check all that apply.)

Do not allow malicious gossip. Explain events that are important. Dispel uncertainties. Neutralize rumors.

True or false: If a message is clear and concise, there is no chance it will be misinterpreted.

False

When rumors proliferate, the ________ can become destructive.

Grapevine

______ communication can take place among people in the same work team or in different departments.

Horizontal

Sender

Initiates the process by conveying information to the receiver

Which statement about the grapevine is true?

It can be informative but also destructive.

Which statement about the grapevine is true?

It cannot be eliminated.

When Pilar offers suggestions on how Miguel could improve his management of projects, Miguel becomes defensive. This is a sign that Miguel is not able to enact which of the following listening techniques?

Keep your mind open

Which statement is correct regarding American's use of silence relative to Asian cultures, particularly Japanese culture?

Americans spend about twice as much time in conversation as Japanese.

Which of the following is not one of the techniques for practicing how well one listens?

Anticipate what will be said.

Which of the following are ways you can send positive nonverbal signals? (Check all that apply.)

Arrange the office to make it conducive to open communication. Pay attention to your body language. Use time appropriately.

True or false: A person is considered an effective writer as long as the message is free of spelling, punctuation, and grammatical errors.

False

Which statement about reading is true?

You should read messages as soon as possible.

Which statement about being a complete communicator is true?

Complete communicators must be effective senders as well as receivers.

True or false: Listening does not involve personal contact.

False

Which of the following are problems associated with upward communication?

Managers may miss information from below due to information overload. People only share good news with their bosses and suppress bad news. Managers are bombarded with information and may neglect some of it.

Communication Channel

The medium through which the message is sent; for example, orally or written

Which statement about virtual offices is true?

They present challenges that must be addressed.

When writing an effective message, writers should strive to make their communication ___.

brief organized readable

When managers engage in a dialogue with employees with the intended goal of helping them be more effective and achieve their full potential, they are engaging in the Blank______ process.

coaching

Mutaz is talking to Su about a project. Su can tell that Mutaz is unhappy with the project's progress because Su and Mutaz know each other well. This transmission of information is known as

communication

The transmission of information and meaning from one party to another through the use of shared symbols is called

communication

Which of the following is a risk associated with the use of electronic communications media?

company leaks

Good listening is ______.

difficult

Reflection helps managers listen effectively because:

it places greater emphasis on listening than talking. it results in more accurate two-way communication.

Whether speaking or writing, people should consider the receiver's cultural and technical background and then adjust their

language

One problem of downward communication occurs as a result of filtering. This means that as information is passed downward it becomes Blank______.

less accurate

Lawyers, known to be effective communicators, are often able to determine whether a person is being truthful or deceitful by observing that person's

nonverbal signals

Nonverbal messages convey information about Blank______. (Check all that apply)

power emotions relationships

When a manager works to make sure that the recipients of her message can identify her perspective, reasoning, and intentions, she is focusing on improving her Blank______ skills.

sender

Which are ways to improve one's skills in sending a message?

Be direct Be consistent Be honest

To Damien, the manager of the parts department, Raquel, his top sales manager, always appeared to be sad, but she was a top salesperson, and her colleagues always referred to her as "upbeat." He didn't see what everyone else saw and critiqued Raquel's negative demeanor on her evaluation. What was getting in Damien's way in seeing Raquel as she actually was?

Damien's perception of Raquel

Which are useful tactics managers can use to improve upward communication? (Check all that apply.)

Have an open-door policy. Hold town hall meetings. Use surveys.

Simple ways to increase the opportunities for managers to engage with and listen to their employees include which of the following? (Check all that apply.)

Have coffee in a popular gathering place. Go to lunch with others, including those outside your group. Walk the halls and initiate conversations.

Which are disadvantages of oral communication? (Check all that apply.)

It can lead to spontaneous, regrettable statements. There is no permanent record of it.

Which are disadvantages of electronic communication? (Check all that apply.)

It is generally more difficult to solve complex problems. It presents a greater risk of distrust and potential lying by participants. It does not easily provide the ability to pick up on subtle, nonverbal clues.

Which elements are part of the communication process? (Check all that apply.)

Noise interferes with understanding the message. Sender encodes the message she or he wishes to share. Receiver decodes the message.

______ management is the practice of sharing with employees at all levels of the organization vital information previously meant for management's eyes only.

Open-book

Noise

Personal or environmental interference in the communication process

Which statement is correct regarding how silence is used in communication in Japan?

Silence is encouraged so that people can get to know each other better.

Which are drawbacks of virtual offices? (Check all that apply.)

Some people are less focused when not in a structured work environment. Long hours of continuous exposure to work can lead to burnout. There is a danger of losing too many human moments that happen only when people are physically together.

Petra is a very talented graphic designer and a valuable employee. Petra's partner just got an overseas job assignment, and Petra will be going with him. Which is the best option for Petra's employer if it wants to keep Petra as an employee?

The employer should allow Petra to set up a virtual office.

Which statement about the importance of reading ability in organizations is INCORRECT?

The spoken word is more important in organizations, so reading is less emphasized.

Which are benefits of virtual offices? (Check all that apply.)

They support retention of talented people as a result of the flexibility they offer. The company can save on costs such as rent and utilities. They give employees access to whatever information they need via the web and e-mail.

True or false: A benefit of listening is that it helps develop trust between people.

True

True or false: A disadvantage of written communication is that the sender has no control over where or when a message is read.

True

Which are more likely to result from interactions with managers who are skilled in listening? (Check all that apply.)

Trust develops among managers and employees, which supports a culture of innovation. Employees think that their manager is showing an interest in them and are motivated to perform.

Which of the following are ways to improve presentation and persuasion skills? (Check all that apply.)

Use clear, concise, and direct language. Negotiate a shared solution versus dictating orders.

Which statement about managing the digital load is true?

When you check messages, you should try to reply right away.

Which are problems associated with downward communication?

Withholding of information Lack of openness Filtering

The most powerful messages

are simple and informative are told with stories and pictures convey excitement

Donaes sends out a newsletter to the top executives in her company each month. The newsletter contains the financial goals for the upcoming and previous months as well as the sales and profit figures for the same two months. She is clear that this information should not be shared with lower levels of management. Donaes is practicing Blank______.

closed-book management

When Neal provides performance feedback to his employees with the intent of helping them be more effective in their jobs, Neal is performing which form of downward communication?

coaching

Allowing employees to access important information in open-book management is Blank______ because the information could find its way to competitors.

controversial

The most powerful messages Blank______. (Check all that apply.)

convey excitement are simple and informative are told with stories and pictures

Having an open body position and facing the other person directly are ways to

convey positive nonverbal signals

When Barry talks to constituents he often avoids making eye contact with them and rarely smiles during a conversation. These behaviors suggest that Barry is a(n) Blank______ individual.

deceitful

Professor Pete told the class that their projects were due at 5:00 at the end of the week. All students but Joe turned in their projects by Friday afternoon. Joe sent his on Sunday afternoon and was surprised to learn his project would be marked down because it was late. Joe______the message differently from the rest of his peers

decoded

A receiver reads or hears a message and attempts to interpret the sender's meaning. This is known as the

decoding

Inadequate downward communication during difficult times can cause

decreased job satisfaction

Writing skills can be improved by Blank______. (Check all that apply.)

developing a draft message and revising it for clarity striving for clarity, organization, readability, and brevity

Communicating Blank______ makes delivering routine messages to large numbers of people in widespread locations faster and more efficient.

digitally

A manager assigning a task to her assistant is an example of Blank______ communication

downward

The flow of information from higher to lower hierarchical levels is known as Blank______ communication.

downward

Adequate upward communication within organizations is important because

effective upward communication facilitates downward communication employees can relieve some of their frustrations managers learn what is going on in the organization

Sharing strategic plans and financial information with employees in open-book management may lead to

employee dissatisfaction with compensation leaks of sensitive information to competitors and/or customers

A sender initiates the communication process by transforming a meaning into symbols and transmits the message through some channel. This is known as the Blank______ process

encoding

The process of converting information into symbols that can be conveyed to others is known as

encoding

As Oscar encodes a message into an e-mail, which are common pitfalls that he can avoid as the sender of a message? (Check all that apply.)

entering decimal points incorrectly misusing words using ambiguous phrases leaving out facts

The fewer the number of authority levels through which communication must pass, the less information will be lost or distorted. Therefore, a Blank______organizational structure offers the advantage of fewer problems caused by filtering of information as it cascades through many layers.

flatter

Jerry is careful to keep his mind open and listen for ideas when receiving spoken messages. Jerry seems to understand how to improve his

listening

The most important communication skill that most people have yet to master is ___.

listening

What can a persuasive speaker do to be seen as authentic and thus, be more effective? (Select all that apply)

make a connection with the audience demonstrate passion not just speak, but listen as well

Employees may filter information they are sending to their managers when it could potentially

make the employees look bad

When executives leave their offices and make the rounds to talk informally to various employees at all levels, they are practicing

management by wandering around

An experienced project manager attended presentation skills training, where he received feedback that he had a habit of clasping and unclasping his hands as he spoke. The behavior was distracting to listeners and made him appear less authoritative. This is an example of an unintended negative effect his Blank______behavior had on his ability to effectively communicate.

nonverbal

In Blank______ communication, information flows in only a singular direction—from the sender to the receiver.

one-way

The process through which people receive and interpret information is called

perception

Under which circumstances is effective downward communication especially important and valuable? (Check all that apply.)

prior to merging with another company during an economic recession when the company is struggling to stay in business upon learning there is a fire within the company's manufacturing facilities

Which are skills managers need to be good receivers? (Check all that apply.)

reading observation listening

A useful listening technique that requires a person to say what she thinks the other person is saying is known as:

reflecting

Margo prefers face-to-face communication because of the variety of cues that can be used, including words, tone, body language, and facial expressions. This medium of communication is the____of all forms

richest

Carlos is constantly finding himself with information overload at the office. To better manage his productivity, Carlos should Blank______. (Check all that apply.)

turn off notifications when he needs to concentrate on a task only check his e-mail, texts, and other e-messages on a periodic basis throughout the day

While it can be more difficult and time-consuming, Blank______ communication results in more accurate communication, fewer problems, and employees who more precisely understand what is being communicated and what they should do with the information.

two-way

When receivers respond to senders, Blank______ has occurred.

two-way communication

When Miguel concluded his presentation to the Japanese client, he noticed the client nodding and saying hai (yes). Miguel knew that this meant the client

understood the presentation

Bedan sends his manager weekly status reports and also e-mails her frequently about problems and issues. Which form of communication is Bedan using?

upward communication

The Blank______ allows people to work anywhere as long as they have the tools to communicate with customers and colleagues.

virtual office

Mariela works for a company that offers a lot of flexibility. She often works from home or from her favorite coffee shop. Mariela also travels for work, so she also works on the plane or in her hotel room. All of these locations are

virtual offices

In which situations are decoding problems most likely to arise? (Check all that apply.)

when the receiver doesn't listen carefully when the receiver reads too quickly and overlooks a key point when the receiver filters information

A major advantage of Blank______ communication is that it provides a permanent record that can be saved.

written

Using a program like Microsoft's SharePoint (a type of electronic collaboration software) before face-to-face meetings

yields a wider range of potential solutions