MGT258 Ch15

Which of the following is an example of empathetic communication?

"I understand your frustration; this deadline is intense, and we're running on reduced staff."

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?"

While networking, you are more likely to be remembered if you ask

"What was the highlight of your day?"

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

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

Select all that apply What tips are recommended for building a professional network of contacts?

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

Select all that apply How can an individual build personal connections while creating a professional network?

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

Select all that apply 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.

Generally, typical listeners retain _____ of what they hear.

20 to 50 percent

The grapevine delivers around _______ percent of all organizational communication.

70

What is cyberloafing?

Accessing the Internet at work for personal use

Select all that apply What resources can job candidates find at online employment recruiting sites?

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

Which of the following is the best advice for face-to-face communication?

Begin with good news, and lead up to bad news.

Select all that apply How does access to social media tend to increase an organization's productivity?

Better communication among employees Less employee turnover Greater job satisfaction

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

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

Customer service representatives Sales associates Cashiers

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

Decreased privacy Too many emails Security breaches

Match each description with the type of communication it exemplifies.

Defensive communication: Aggressive, attacking, angry, passive, or withdrawing communication Nondefensive communication: Assertive, direct, and powerful communication

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

Defensive; nondefensive

Select all that apply What techniques will improve the effectiveness of a public speech?

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

What type of organizational communication flows from a higher level to a lower level, such as a manager communicating with subordinates?

Downward

Select all that apply Which forms of nonverbal communication are inappropriate in some cultures?

Embracing Patting on the shoulder

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

Empathy

______________ is the process of translating a message into understandable symbols or language.

Encoding

Which of the following is NOT an element of an effective social media policy?

Encourage employees to post honest, bold, and even unpopular decisions.

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

Experienced managers

Among people aged 18-29, the most popular social network is _______, and _______ is the most popular social network among people aged 30-59.

Facebook; Facebook

In communication, women are more likely than men to use "I" statements.

False

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

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

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

Executives at Amalfi Construction want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information?

Hold a face-to-face meeting.

Select the types of formal communication channels.

Horizontal External Vertical

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

Informal

Select all that apply What are some of the main causes of poor listening in modern times?

Information overload Mindlessness Cell phones

Select all that apply 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 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 a danger of using a lean medium for nonroutine matters?

It results in information oversimplification.

Select all that apply Why is cyberloafing bad for business?

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

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.

Select all that apply In American culture, which of the following behaviors demonstrate poor nonverbal communication skills? (Select all that apply.)

Looking away from the speaker Playing with your hair Yawning excessively

Select all that apply Which statements regarding social media strategies in business are true?

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

Select all that apply Which statements accurately describe the way gender influences communication?

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

Which of the following statements is true?

Men tend to withdraw and isolate themselves when problem solving, whereas women seek out others for support.

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

____ is a state of reduced attention that is expressed in behavior that is rigid or thoughtless. This state is natural because human beings simply cannot keep up with all the stimuli they receive.

Mindlessness

Click and drag on elements in order Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

Newsletter Text Message Phone Call Video Conference Face-to-face meeting

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 of the following are types of barriers to communication?

Personal barriers Cross-cultural barriers Physical barriers

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

Receiver

Select all that apply Which elements often become cross-cultural barriers to communication?

Religious beliefs Ethnocentrism Nonverbal gestures

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

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

Select all that apply Which personal attributes are important for a career in business communication?

Self-awareness Self-efficacy Self-motivation

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

Sender

Match the communication component with its description.

Sender: The person wanting to share information Message: The information being shared Receiver: The person for whom the message is intended

Which of the following is a tip for writing more effectively for business purposes?

Start by stating your purpose and what you expect of the reader.

What is phubbing?

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

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

Teamwork and collaboration New media literacy Social intelligence

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

Telephone calls Email

Select all that apply According to Dale Carnegie, what are the three rules of an effective speech?

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

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

That is probably all the audience will remember

Which of the following is an example of a barrier in cross-cultural communication?

The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe.

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

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

Thinking about the communication process, which of the following would be an accurate description of one of the steps?

The message is transmitted through a medium.

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

The office grapevine Face-to-face communication

Knowing that men and women communicate differently, which of the following statements would be more likely true for men?

They boast about achievements.

Select all that apply 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 relieve stress

Select all that apply Why do businesses establish a presence on social media platforms?

To interact with customers To increase brand awareness To increase sales

Select all that apply How do hiring managers use online social media?

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

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

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

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.

Select all that apply What is typically specified in a social media policy for a business?

Who is allowed to participate in social media at work What consequences will be imposed on employees who fail to comply 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 of the following is NOT an example of noise in the communication process in a typical classroom?

a student answering a professor's question

The process of actively decoding and interpreting verbal messages is known as _____ listening.

active

Contrary to stereotypes, _____ has no impact on media richness preference.

age

Most people from Western cultures tend to ______ when conveying bad news or negative feedback.

avoid eye contact

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _______ to communication.

barrier

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

communication

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

decoding

Active listening is the process of ______.

decoding and interpreting verbal messages

Michelle just got back from spending two weeks in her company's Germany office. Her flight was delayed, so instead of going home and getting some rest, she went right into the office. At the morning status meeting, Michelle thought that everyone was sharing their weekend plans, instead of giving their division reports. Why did she feel that way?

decoding barrier

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

Tucker is sitting in a seminar where a speaker is explaining the company's retirement plan options. Tucker is only 24 years old, and he thinks retirement is so far away that he doesn't think he needs to pay attention to the speaker. He starts texting his friends and updating his Facebook page; he even slumps in his chair. He has completely tuned out of the presentation. In this case, Tucker has a ________ listening style.

detached

Which of the following is NOT appropriate to include in the conclusion of a speech?

details you forgot from earlier

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

Jyllian, a supervisor, told her employees, "The store will close Monday for inventory and all employees are expected to participate." Without knowing how Jyllian communicated her message, we know it was done

downward.

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

efficient

You are a(n) ________ communicator when your intended message is sent accurately in the least amount of time.

efficient

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

Translating a message into understandable symbols or language is known as ______.

encoding

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

At the end of the fiscal year, Thompson Investments releases an earnings report to clients. By sending the earnings reports to its clients, Thompson Investments is communicating

externally.

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.

feedback

When the band came out on stage and the lead singer shouted, "Hello, Philadelphia!" the crowd roared with applause. The crowd's response is an example of

feedback.

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

formal

Channels of communication that follow the chain of command and are considered as official are _____ communication channels.

formal

Memos, letters, reports, and announcements are all examples of _______ communication in an organization.

formal

The _____ is the unofficial communication system of the informal organization, a network of in-person and online gossip and rumor.

grapevine

Social media is used to generate ______ dialogue with members of a network.

interactive

When Rosalyn comes into the office, she speaks to no one, shuts her door, and is rarely seen again until lunch. She supervises a team of 12 people though. Carmelita has a new idea she would like to share with management, but is unsure if she should take it to Rosalyn. How would you describe this upward communication?

lacking trust

Which of the following is appropriate for workplace e-mail?

maintaining work-life balance by not sending e-mails before or after work hours

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

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

men

The grapevine is

more active when official communication is lacking.

The more management levels through which a message passes, the

more distorted the message may become.

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

networking

Anything that delays or obstructs any stage of the communication process is referred to, in general, as _____.

noise

Static in a radio transmission, the sound of computer keys tapping, or loud music when you're trying to have a conversation, are all examples of ______ in the communication process.

noise

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.

nonverbal

Which of the following is NOT a personal barrier to communication?

obsolete technology

Which of the following indicates how official communications should be routed?

organization chart

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

Joi, working at a research facility in Washington, DC, needs to communicate with Jesús, who is in Mexico City, about a project they are working on. Although Jesús has a perfect command of English, they are still facing a(n) ______ barrier to communication.

physical

Sound, time, and space are all _______ barriers to communication.

physical

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

prevention

Brett was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is a(n) ________ barrier to communication.

receiver

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

receiver

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

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. Face-to-face communication is an example of this form of media.

rich

The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called ______.

security

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

sender

Gina wanted to tell her employees about the seminar, but she put the flyer in a stack of papers and forgot about it until after the deadline, so none of her employees were able to sign up for the seminar. What type of barrier has occurred in this situation?

sender barrier

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

social media

The source for crowdsourcing is most often

the Internet and social media.

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

the medium

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

the message

Communication is

the transfer of information and understanding from one person to another.

If you are able to empathize, you can ________ another person's feelings and thoughts.

understand

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

Compared to women, men tend to

use emoticons to express sarcasm and banter.

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is

using prevention techniques like strong passwords.

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

vertical

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

writing