Chapter 12 Quiz
the development of strong working relationships
A disadvantage of the increased usage of personal electronic technology is that it inhibits:
an e-mail.
A manager wants a permanent record of his exchange with an employee. He also needs time to collect and assimilate relevant information before approaching the employee. He should communicate through:
encode the message into an appropriate form
Edna wants to send a project update to her manager. Her next step will be to:
involves colleagues at the same level of the organization
Horizontal communication:
are presented in a form that has meaning
Information is defined as data that:
body language
Nonverbal communication can be expressed through:
artificial intelligence
The expert system is a type of _____.
transaction-processing systems
The receipt and confirmation of reservations by airlines is done by:
a. It is accessible only to employees via entry through electronic firewalls.
Which of the following best describes the intranet? a. It is accessible only to employees via entry through electronic firewalls. b. It allows buyers to enter a seller's system to see which products are available for sale. c. It operates outside the boundaries of a single organization. d. It allows job seekers to view job vacancies across different companies and industries.
b. Develop good listening skills
Which of the following is NOT an organizational skill to overcome barriers to communication? a. Follow up b. Develop good listening skills c. Understand the richness of media d. Regulate information flows
c. It leaves no formal record of transaction.
Which of the following is a disadvantage of oral communication? a. It does not allow prompt feedback and interchange. b. It is invariably more time consuming than written communication. c. It leaves no formal record of transaction. d. It does not communicate facial expressions and gestures of a sender.
a. Lack of credibility
Which of the following is an individual barrier to communication? a. Lack of credibility b. Power difference c. Semantics d. Noise
c. Status or power differences
Which of the following is an organizational barrier to communication? a. Reluctance to communicate b. Poor listening skills c. Status or power differences d. Credibility about the subject
a. Their damage can be minimized by having open channels of communication.
Which of the following is true of grapevines in organizations? a. Their damage can be minimized by having open channels of communication. b. They follow the same pattern across all types of organizations. c. Their incidence is reduced following mergers and acquisitions. d. They exist only in the smallest of organizations.
b. The furniture in the office communicated useful information.
Which of the following is true of nonverbal communication? a. Mimicry reduces the value of the service experience. b. The furniture in the office communicates useful information. c. Nonverbal communication is less important than the actual words used. d. Settings are the kinds of words people elect to use
a. Regulate information to avoid information overload.
Which of the following should one do to ensure effective communication? a. Regulate information to avoid information overload. b. Use a one-way communication process if the message is complicated. c. Steer clear of following up on a message because it offends the receiver. d. Communicate disappointing information through written communication
c. Horizontal communication
Which of the following types of communication facilitates coordination among interdependent units? a. Knowledge-level communication b. Transaction-processing communication c. Horizontal communication d. Upward communication
Accurate
_____ information must provide a valid and reliable reflection of reality.
Relevant Information
______ is information that is useful to managers in their particular circumstances for their particular needs.
Management by wondering around
____________is an approach to communication that involves the manager visiting and talking with people.
