OB Ch. 9
Which of the following statements about the use of e-mail is false? -It can distract people from their work responsibilities -It hinders effective teamwork -It can contribute to information overload -It reduces cost of distributing information -It increases employees' flexibility
It hinders effective teamwork
The first step in the TED five-step protocol for effective presentations is: -plan your delivery. -frame your story. -select your medium. -control your stress. -develop your stage presence.
frame your story
Jonathan is concerned about an important presentation that he will be making next week. He asks Roger to listen to it and give him feedback. He is in the ___________ step of the TED protocol for effective presentations. -put it together -develop your stage presence -frame your story -plan your multimedia -plan your delivery
put it together
The perceptual model of communication depicts communication as a process in which: -communication is 100% accurate. -there is no need to encode or decode messages. -receivers create meaning in their own minds. -feedback is not important. -communication needs are minimized.
receivers create meaning in their own minds
Research has found that employees' use of social media is positively related to all but one of the following. Which one? -Turnover -Life-work balance -Job performance -Creativity -Productivity
turnover
To manage e-mail effectively, an employee should: -respond immediately to nasty e-mails. -assume your work e-mail is private. -use all capital letters to stress your points. -use a spell-checker. -use e-mail for volatile, complex issues.
use a spell checker
Which of the following is not one of the suggestions coming out of the TED protocol? -conduct a practice session. -you should never read your presentation. -prepare far enough in advance. -use the latest technology available to appear to be up to date. -the most important element of stage presence is eye contact.
use the latest technology available to appear to be up to date
The age group that is most likely to utilize social media is: -65+. -50-64. -19-29. -30-49. -13-18.
19-29
Experts estimate that about ________ of every conversation is interpreted through nonverbal communication. -20% -10% -50% -30% -65% to 95%
65% to 95%
The age group that is least likely to utilize social media is: -13-18. -30-49. -65+. -19-29. -50-64.
65+
_________ are discussions between two or more people where the stakes are high, opinions vary, and emotions run strong. -Critical incidents -Crucial conversations -TED presentations -Social dilemmas -Defensive communications
Crucial conversations
Which of the following is not an example of a crucial conversation? -Confronting a teammate who is frequently late to meetings -A negative performance review -Conveying routine feedback -Critiquing a colleague's report -Ending a relationship
a negative performance review
Communication begins when: -a sender encodes a thought or idea. -the feedback loop is completed. -a sender chooses a medium. -a receiver decodes the meaning of the message. -a sender decodes the meaning of the message.
a sender encodes a thought or idea
If a person wants to be an effective listener, he or she should: -actively try to help the sender convey his or her message. -be silent. -try to talk about 50 percent of the time. -be careful not to send nonverbal cues. -keep thinking about what he or she was thinking about before the meeting.
actively try to help the sender convey his or her message
Communication competence is: -an individual's ability to effectively use communication behaviors in a given context. -an individual's ability to listen actively. -an individual's ability to interpret nonverbal communication. -the ability of a person to choose the right medium. -sensitivity to media richness.
an individual's ability to effectively use communication behaviors in a given context
Malcolm's boss just came into his office, obviously upset, and said, "I'm tired of your being late all the time on these projects. You need to clean up your act!" Malcolm is likeliest to respond by: -correcting his problems immediately. -experiencing increased job satisfaction. -becoming defensive. -becoming an active listener. -increasing the effort he puts into his work
becoming defensive
The exchange of information between a sender and a receiver, and the inference of meaning between the individuals involved, is known as: -encoding. -communication. -decoding. -feedback. -channeling.
communication
Which of the following is not a step of the TED protocol for effective presentations? -plan your delivery -develop your stage presence -plan your multimedia -control your stress -frame your story
control your stress
When companies invite nonemployees to contribute to particular goals and manage the process via the Internet, this is known as: -crowdsourcing. -crowd-connecting. -multisourcing. -multitasking. -crowdtasking
crowdsourcing
__________ occurs when receivers receive a message. -Noise -Encoding -Understanding -Decoding -Feedback
decoding
Folding arms, crossing hands, and crossing legs communicate: -boredom. -defensiveness. -happiness. -liking. -immediacy.
defensiveness
_________ occurs when people perceive that they are being attacked or threatened. -Defensiveness -Assertiveness -Passivity -Offensiveness -Aggression
defensiveness
Roberto is meeting with Professor Plum in his office during advising hours. As Roberto is describing the problems he is having in his accounting course, Professor Plum is checking his e-mail. Professor Plum is exhibiting the ________ style of listening. -motivated -detached -active -passive -involved
detached
Considerations about how you move and about your eye contact with your audience are part of the __________ step of the TED protocol for effective presentations. -develop your stage presence -frame your story -plan your delivery -put it together -plan your multimedia
develop your stage presence
As HR Director at a large manufacturing firm, it is Henry's responsibility to ensure that employees are properly compensated according to a biweekly time schedule. Many of Henry's employees chose to have their pay checks automatically deposited into their designated bank accounts. However, it is still necessary to inform these workers that their pay has been properly deposited. Which of the following communication media should Henry choose to convey this information? -Telephone conversation -E-mail -Interactive medium -Video-conference -Face-to-face conversation
Which of the following is not a suggestion as to improving communications between generations? -Embrace the most current technology -Match degree of formality with the culture -Use a variety of communication tools -Avoid stereotypes -Be aware of different values and motives
embrace the most current technology
Harry is thinking about meeting Connie. He writes a text message to Connie, inviting her for a drink at the local bar. This is an example of __________. -encoding -feedback -miscommunication -decoding -noise
encoding
The process of translating thoughts into a code or language that can be understood by others is known as: -decoding. -choosing a medium. -encoding. -analyzing media richness. -giving feedback.
encoding
___________ about communication represent the key issue when considering communication across generations. -Rules and regulations -Expectations and norms -Laws -Corporate policies and procedures -Statements by leaders
expectations and norms
Sharon is the Director of Human Resources at a company that is undergoing a merger with another organization. As a result of the merger, a portion of the combined workforce will be laid off. Sharon understands that even with a lucrative severance package, the news will adversely affect the lives of these employees. Therefore, she wants to break the news to them in a sensitive manner so as to maintain the company's image. Which of the following is the most appropriate communication medium to use in this situation? -Letter -Voice mail -Memo -Face-to-face conversation -Personal e-mail
face to face conversation
The richest form of communication is: -twitter. -e-mail. -phone conversations. -newsletters. -face-to-face exchanges.
face to face exchanges
Some organizations block employees' access to social media sites. Which is the most frequently blocked? -YouTube -Facebook -Webmail (e.g., Gmail, Yahoo) -LinkedIn -Twitter
Rebecca e-mailed a wedding invitation to her cousin Shawn. A few days later, she got a reply saying that he can't make it to the wedding because he will not be able to get any vacation. In the communication process, Shawn's reply is an example of __________. -jargon -decoding -noise -encoding -feedback
feedback
When a receiver expresses a reaction to the sender's message, this is: -feedback. -noise. -understanding. -encoding. -decoding.
feedback
Thinking about what your audience already knows about your subject is part of the _________ step of the TED protocol for effective presentations. -put it together -plan your delivery -plan your multimedia -frame your story -develop your stage presence
frame your story
One advantage of having a face-to-face conversation is that it: -provides a written record. -gives immediate feedback. -useful for communicating with people in other locations. -is the fastest way to communicate. -creates an impersonal, formal mood.
gives immediate feedback
To reduce the chances of another person becoming defensive, a manager should: -have two-way problem-solving discussions. -tell the subordinate what they should do. -act detached. -maintain a superior attitude. -convey that he or she has all the answers.
have two way problem solving discussions
Open body positions, such as leaning backward or gesturing with palms facing up, communicate: -immediacy. -happiness. -boredom. -liking. -defensiveness.
immediacy
Which of the following is a tip for more effective PowerPoint presentations? -Put everything you have to say on a slide. -Make sure you have plenty of special effects. -Utilize lots of images. -Include questions on slides. -Use multiple font styles, sizes, and colors.
include questions on slides
Manash pays attention in his management class, where the professor has entertaining, interesting visual aids. At times, he makes good eye contact with the professor, and occasionally raises his hand to ask questions. On other days, he is quiet and his eyes are on his notebook. He is exhibiting the ________ style of listening. -passive -involved -motivated -active -detached
involved
Research has demonstrated that the effect of social media on employee productivity is: -it decreases job satisfaction but increases performance. -it increases employee job satisfaction, performance, and creativity. -it increases employee job satisfaction but decreases performance. -it increases employee creativity and collaboration but decreases performance. -it increases employee life-work balance but decreases performance and creativity.
it increases employee job satisfaction, performance, and creativity
Which of the following statements about linguistic style is not true? -It is not useful for understanding differences between generations -It involves interpreting others' meaning -It is a set of culturally learned signals -It is useful for understanding differences between men and women -It affects how we communicate what we mean
it is not useful for understanding differences between generations
Negative nonverbal communication skills include all but one of the following. Which one? -Avoiding eye contact -Speaking too fast -Leaning forward -Closing your eyes -Speaking too slowly
leaning forward
__________ refers to a person's characteristic speaking pattern. -Active style -Linguistic style -Linguistic source -Defensive communication style -Linguistic intelligence
linguistic style
In regard to differences in how men and women communicate, in general: -females focus less on rapport. -differences between males and females are insignificant. -males are expected to hide their emotions. -females give less confirmation and support. -males are expected to communicate less aggressively.
males are expected to hide their emotions
___________ involves the capacity of a given communication medium to convey information and promote understanding. -Media noise -Media exposure -Media expense -Media richness -Media competence
media richness
__________ are time consuming, but best to use when it is difficult to meet with another person, when formality and a written record are important, and when face-to-face interaction is not necessary to enhance understanding. -Memos -Voice mails -Phone calls -Text messages -Group meetings
memos
Of the following, the least rich form of communication is: -e-mail. -newsletter. -phone calling. -videoconferencing. -handwritten note.
newsletter
Dana is trying to talk to a client from Russia, but his Russian accent is so thick that she can hardly understand what he is saying. In this situation, Dana's communication with her client is hampered due to __________. -a semantic barrier -low media richness -the use of jargon -noise -genderflex
noise
Marianne is in her business statistics class, sitting by Darius. Darius is holding his cellphone under the desk, texting someone, and it is distracting Marianne from listening to the professor's lecture. This is an example of: -noise. -encoding error. -feedback error. -failure of cross-cultural communication. -decoding error.
noise
Therese is making a presentation in one of her classes. Her PowerPoint slides contain several arithmetic errors that Kathy is finding distracting. This is an example of: -failure of cross-cultural communication. -noise. -feedback error. -decoding error. -encoding error.
noise
________ is anything that interferes with the transmission and understanding of a message. -Encoding -Media richness -Noise -Feedback -Decoding
noise
Linguistic style includes all but one of the following. Which one? -Pacing and pausing -Use of jokes -Use of stories -Word choice -Nonverbal behavior
nonverbal behavior
___________ is any message sent or received independent of the written or spoken word. -Feedback -Coaching -Noise -Reinforcement -Nonverbal communication
nonverbal communication
Shawn is a member of the student ethics committee. In meetings, he sometimes appears to be paying attention, but at other times does not appear to be tracking the conversations. He rarely contributes to the discussions. He is exhibiting the __________ style of listening. -motivated -active -passive -involved -detached
passive
Justin is deciding whether he should read his speech, deliver it from memory, or use bullet lists of important points using PowerPoint. What step of the TED protocol for effective presentations is he in? -plan your delivery -develop your stage presence -put it together -plan your multimedia -frame your story
plan your delivery
Grace is going to be leading a meeting of her colleagues to discuss how they might redesign one of their work processes. She decides that she will use a PowerPoint presentation to lay out the problems with the existing workflow. She is in the __________ step of the TED protocol for effective presentations. -frame your story -develop your stage presence -plan your multimedia -put it together -plan your delivery
plan your multimedia
The ______ is the person wanting to communicate information, and the _______ is the person, group, or organization for whom the message is intended. -receiver; sender -manager; receiver -sender; receiver -subordinate; manager -manager; subordinate
sender, receiver
Compared to men, women are more likely to: -see conversations as a way to maintain the upper hand. -interrupt others. -hide emotions. -share credit. -communicate more aggressively.
share credit
Positive nonverbal actions include all but one of the following. Which one? -Nodding your head -Maintaining eye contact -Smiling -Leaning forward -Speaking very slowly
speaking very slowly
When involved in a crucial conversation, a manager should avoid: -telling his or her own story. -talking tentatively. -starting with the most controversial elements. -asking for the other person's views. -apologizing.
starting with the most controversial elements
Which of the following is not an element of an effective social media policy? -Stay away from defining what is considered illegal. -Align the policy with the organization's culture. -Designate a spokesperson for online policies. -Clarify what is confidential. -Outline consequences for violations.
stay away from defining what is considered illegal
In the TED five-step protocol for effective presentations, TED stands for: -Technology, Education, Delivery. -Technique, Education, Development. -Technology, Education, Design. -Technique, Effort, Delivery. -Teaching, Education, Development.
technology, education, design
