HR lession
b.
making sure everyone hears the gossip.
c.
management by walking around.
b.
multitasking.
c.
negative gossip.
d.
none of the above.
d.
other workers with palm-size computers.
b.
people on your buddy list.
c.
people within the same organization.
c.
poor e-mail etiquette.
b.
positive gossip.
c.
problem
a.
problem solving.
b.
reduce the text on each slide to the bare minimum.
c.
relies too heavily on in-person updates.
b.
searching for rumors.
d.
sends output electronically to a central office.
a.
talk to the audience and not the screen.
a.
telecommuting.
a.
the flow of messages from level to a higher level.
b.
the flow of messages from one co-worker to another.
c.
the flow of messages from one level to a lower level.
b.
upward
d.
upward
a.
upward.
b.
vertically.
d.
working too hard.
a.
works outside of standard hours.
(b)
13. _________ makes a contribution to the organization because trading information strengthens ties among workers and humanizes the workplace.
(a)
14. Unscheduled, informal contact between managers and employees is referred to as
(c)
15. Kelly spends time everyday walking among her employees and customers to see how things are going and gather informal feedback. Kelly's behavior is referred to as
(b)
16. One way in which e-mail has made some managers less effective is that they
(b)
17. Using instant messaging, you send messages to
(a)
18. A survey of 2,500 workers about e-mail use found that e-mail
(d)
19. Which of the following practices is NOT recommended as good e-mail etiquette?
(b)
2. One of the most crucial parts of a disaster plan is
...
2. The ability to stay on track is a major requirement of communication effectiveness, so alertness to this dimension of a meeting is important.
(d)
20. To use presentation technology to your advantage,
(d)
21. A distinguishing characteristic of a telecommuter is that such a worker
(a)
22. A problem noted with telecommuting is that it
(b)
23. Bill reads e-mail while talking on the phone, surfs the internet while in a business meeting, and checks text messages while listening to a presentation. Bill is often engaged in
(d)
24. The purpose of business meetings is
(F)
25. Messages in organizations are sent over formal, but NOT informal channels.
(T)
26. Formal communication channels are the official pathways for sending information inside and outside an organization.
(T)
27. Formal communication channels are often bypassed through information technology.
(T)
28. Jan faces an emergency at her workplace, so it would be appropriate for Jan to bypass the formal channels of communication to handle the emergency.
(T)
29. Adam published negative information about the company he works for in his private blog. Adam is liable to be fired.
...
3. Warm-up comments are useful in building rapport, and students usually take naturally to this dimension of an effective meeting.
(d)
3. _________ are now the premier formal crisis communication channel.
(T)
30. The four directions messages travel in organizations are downward, upward, horizontally, and diagonally.
(T)
31. Matt is likely to receive more upward communication because he is known for listening to bad news without becoming upset with the messenger.
(T)
32. Horizontal communication is the basis for cooperation.
(F)
33. Diagonal communication is almost always a form of formal communication.
(T)
34. Informal communication is the unofficial network of channels that supplements the formal channels.
(T)
35. The shadow organization of a company is revealed by network analysis which traces who talks to whom.
(F)
36. Barb passes along positive gossip to her co-workers, but this would not be considered part of the grapevine because it is positive.
(F)
37. A notable advantage of e-mail systems is that they curtail office politics by keeping people focused carefully on useful work.
(F)
38. A survey of 2,500 workers found that 90 percent of workers who used e-mail more than two hours per day felt overwhelmed by e-mail.
(F)
39. Good e-mail etiquette is to never change the subject line on a long chain of messages. Instead, use subject headings like "RE:FW:RE:FW:RE:FW:"
I.
FORMAL CHANNELS OF COMMUNICATION WITHIN ORGANIZATIONS
49.
Fourteen tips for e-mail messaging and etiquette were presented in the DuBrin text. Choose four to describe in your own words and give an example of how you would apply the tip in an e-mail message.
7.
Give an example from your own life in which multitasking has enhanced your performance.
8.
Give an example from your own life in which multitasking has lowered your
6.
Give three examples of business situations in which telephone conversations still play a key role.
3.
Horizontal communication—sending messages among people at the same organizational level.
II.
INFORMAL CHANNELS OF COMMUNICATION WITHIN ORGANIZATIONS
III.
INTERPERSONAL COMMUNICATION AND INFORMATION TECHNOLOGY
C.
Improve Your Telephone, Voice-Mail, and Speakerphone Communication Skills
1.
In what way is the Microsoft reorganization a way of improving organizational
5.
In what way might an e-mail message contain nonverbal communication?
4.
In what way might management by walking around undermine the authority of the supervisor?
3.
In what ways does diagonal communication make an organization more flexible?
2.
Include and actions step.
•
The size of the hail often becomes golf ball size
•
The storm often begins in the Carribean
•
The town affected often become New Haven
b.
Two way radios
c.
Upward communication
2.
Upward communication—transmission of messages from lower to higher levels in an organization. The most important channed for keeping management informed about the problems within the organization. An open door policy is a communication channel that is structured upward that allows employees to bring a gripe to top management's attention without first checking with the employee's manager.
b.
Use "please" and "thank you" even for brief messages.
B.
Use Presentation Technology to Your Advantage
d.
Use generic subtitles.
3.
Use the subject line to your advantage.
1.
Vary your voice tone and inflection to avoid sounding bored or uninterested in your job and the company
d.
Web sites
2.
What evidence should Sue and Ross be seeking to know if the telecommuting program is beneficial to the travel agency?
1.
What is your opinion of the effectiveness of the telecommuting program at the travel agency so far?
3.
What recommendations do you have for Tony so his networking will become a more positive experience for him?
3.
What suggestions can you offer Microsoft to obtain good communications among the three divisions?
8.
When in doubt, send plain text e-mail, not HTML.
d.
letter
Students will often admit that trying to watch TV while writing a paper or studying for a test lowered their performance.
...
...
1. Judgments about teamwork are quite often made in terms of the members cooperating with each other or occupying different roles such as one person being in charge of seeking funding and another being responsible for site location.
A direct way of overcoming communication barriers is to use effective telephone and voice-mail communication skills because these two communication media often create communication problems. Many businesses attract and hold onto customers because their representatives interact positively with people through the telephone and voice mail. Poor interaction has the opposite effect. Speakerphones present their own communication challenges, including picking up background noise. Suggestions for improving these skills include:
...
A key improvement is that workers who need to cooperate are now often found the same division, so they do not have to engage in interdivisional communication to work together. A germane example is the new Entertainment & Devices Division. If Microsoft were building a new video game to insert in an automobile console (hopefully in the back seating area) the Home Entertainment and Mobile Embedded groups might both be involved. Given that they are both housed in the same division, they can work together more readily.
...
A key point this case illustrates is that a large part of the potential effectiveness of telecommuting is influenced by human reactions to the arrangement. Similarly, a worker's preference for working alone or being involved in social interaction can influence his or her attitudes toward telecommuting.
...
A message such as this should be conveyed in person, as this should be a two-way conversation. The CEO should be able to explain his or her side to your concerns to enhance your understanding of their position as you help them to understand yours. Another reason for discussing this in person is so you can monitor the non-verbal reactions to your message as you give it.
...
A telecommuter is an employee who works at home full-time or part-time, and sends output electronically to a central office. Nearly eight percent of the workforce telecommutes. Telecommuters miss out on the face-to-face interactions so vital for dealing with complex problems. Limited face-time (a term not in the text) can also limit promotability. Another communications problem with telecommuting is that it lacks a solid human connection.
...
A terrible storm blew up from Caribextra to the town of New Havala. There were winds of 150 miles per hour, thunder, lightening, hail the size of ping pong balls, and sleet. Fires, floods, and mudslides ensued. All emergency personnel were alerted and asked to report to the emergency response center. Judy Stephenopolis was the first fire fighter to respond, Steve Sawyer was the first nurse, and Barb Koppel was the first police officer. There was also a female surgeon who arrived on the scene. Soon, there were more than 50 emergency responders ready for action.
...
ANSWERS TO CHECK YOUR UNDERSTANDING
...
Advances in information technology have had both positive and negative impacts on interpersonal communication.
...
Advocates of multitasking contend that it increases productivity. But, although many workers can multitask successfully, the bulk of scientific evidence is that performing more than one demanding cognitive activity at once lowers accuracy and productivity.
...
Although this exercise may take a lot of class time, it covers nicely both workplace communications and teamwork. The content of the meeting, building shelters for the homeless, is inherently interesting to most students. It appeals to their sense of social responsibility and their value of altruism. We have also found that the solutions to the problem are usually quite sensible. Yet here, the assignment is more to focus on process (how the meeting is conducted) than the content (the solution).
...
Analyst Robe Enderle comments that "...you don't want to go up to him [Ballmer] and say people aren't working together because Steve will start picking up bodies and hurling them around." The implication is that Ballmer is quick to criticize people in an explosive way, rather than discussing the problem to find a solution. An explosive communicator will often threaten other people, and make them clam up, rather than resolve problems. So from this standpoint, Ballmer is a poor communicator. Yet in some contexts Ballmer is an effective communication because he is regarded as a strong motivator.
...
Answer: Answers should include descriptions of four of the following with personal examples.
...
Answer: Answers should include descriptions of three of the suggestions with examples of either positive or negative experiences the student has had in meetings.
...
CHAPTER 8
...
CHAPTER OUTLINE AND LECTURE NOTES
...
CLASS ACTIVITY
...
COMMENTS ON EXERCISES AND CASES
...
COMMUNICATION IN THE WORKPLACE
...
Chance encounters refers to unscheduled informal contact between managers and employees. Management by walking around involves managers intermingling freely with workers on the shop floor or in the office, as well as with customers.
...
Common Changes to Watch For
...
Communication is a key part of a businessperson's life. Effective communication contributes to organizational success in many ways such as keeping employees informed as to what needs to be accomplished and identifying problems before they cripple a company.
...
(a)
10. The transmission of messages to higher or lower organizational levels in different departments is known as _________ communication.
(c)
11. Wilma has a group of people in both her formal and informal channels that she gets in touch with on a regular basis to get her work accomplished. This group of people is often referred to as
Company executives should remind workers through formal communication channels that smooth communication across divisions contributes to corporate success. The written communication might be back up with occasional meetings with representatives of the three divisions to discuss problems of mutual concern. When corporate task forces are formed, they should include representatives from the three divisions. The hope is that familiarity will lead to smoother communication.
...
Conduct a discussion on ways our perceptions come into play when we hear and repeat stories.
...
Diagonal communication can become an informal channel of communication. It makes an organization more flexible because everyone involved in a decision or project can communicate as needed, instead of taking time to use formal chains of command.
...
E-mail encourages indiscriminate sending of messages, including Spamming, or flooding someone with unwanted messages. Other problems include using e-mail for political purposes, managers avoiding contact with group members, and using e-mail to reprimand others impersonally. A recent study with 2,500 workers suggests that e-mail is being used wisely and is under control. Figure 8-1 presents useful ideas on e-mail and instant messaging etiquette.
...
E-mail has replaced many telephone and in-person exchanges. E-mail is likely to expand and include incorporate photographs, audio, video, and chunks of voice mail. Instant messaging (I. M.) is a fast-growing variety of e-mail. Instead of picking up messages at times you choose, you are exposed to them whenever at the computer.
...
E-mail messages contain nonverbal communication in several ways. All capital letters are likely to be interpreted as shouting at people; well-organized and neat messages communicate professionalism; and writing in lower-case only (such as a small "I") communicates being cool. Emoticoms, such as smilies and frownies, are verbal communication because the symbols stand for a particular thought.
...
EXAMINATION QUESTIONS
...
From the standpoint of worker satisfaction, the telecommuting program is a moderate success so far. Kristin likes the work but feels alienated from the office. Sue likes the opportunity to supervise her son better. Tony likes some aspects of telecommuting but misses the human interaction. The only productivity data we have is that Kim is getting her work done.
...
Have students visit the Albion website to take a Netiquette Quiz at http://www.albion.com/netiquette/netiquiz.html
...
Human Relations Case Problem 8.1: Can Microsoft Groups Communicate with Each Other?
...
Human Relations Case Problem 8.2: Is Telecommuting Good for Us?
...
Human Relations Skill-Building Exercise 8.1: Designing an Office for a Virtual Customer Agent
...
Human Relations Skill-Building Exercise 8.2: Evaluating a Business Meeting
...
Informal communication channels are the unofficial network of channels that supplements the formal channels. Most of these informal channels arise out of necessity.
...
It could be useful to have a telephone conversation if you have used another channel of communication and it was ineffective. (For example, if an e-mail message was misunderstood) It is also wise to use a phone conversation to convey sensitive news or information when a face-to-face meeting is not possible. And a quick phone call is often used to get immediate answers or information.
...
It is possible that employees might discuss issues with the manager that is walking around because they are near by, and they may not have spoken with their supervisor yet. It is also possible that the walking manager may notice a problem, and instruct an employee to do something their direct supervisor is unaware of. One solution would be for the walking manager to notify the supervisor of any contact with one of their employees.
...
It seems like the CEO is overly busy and scheduled, but his idea for handling his e-mails may be effective in that his secretary can weed out any spam, prioritize his messages, or put them into some kind of categories. It is also possible that the CEO has difficulty reading on a computer screen.
...
Many people use the computer while speaking on the phone. This can be effective if the phone conversation is somewhat casual, and the computer use does not require concentration (such as deleting spam).
...
Messages in organizations travel in four primary directions:
...
Much of workplace communication takes place in meetings such as group decision making, problem solving, brainstorming, dissemination of information, training, and building team spirit. Suggestions for increasing the effectiveness of meetings include:
...
Multiple-Choice
...
One of the most crucial parts of a disaster plan is how to communicate with the company's workforce during a crisis. Websites have now become the premier formal crisis communication channel.
...
Perhaps the most useful aspect of informal communication channels is that they enable workers to accomplsih many tasks they would not be able to do if they relied exclusively on formal channels. The network of contacts often means in practice that an individual worker might be in touch with people in her or her formal and informal communication channels.
...
Return to the classroom, and tell the students the following story. Tell them to pay attention as the story changes from one person to the next when the volunteers return to the room.
...
Rumors are another important informal communication force within organizations. To ensure that rumors are more helpful than harmful, try the following:
...
Some observers believe the network of contacts explains how work really gets accomplished. According to this view, companies have hidden shadow organizations where much of the real work gets accomplished. Your network of contacts can also extend outside the organization.
...
Story
...
Sue and Ross could benefit from productivity data such as a comparison of business volume before and after the start of the telecommuting program. However, productivity data for travel agencies is difficult to evaluate these days as their sales decline rapidly due to competition from Internet sales and declining commissions from airlines and hotels. If telecommuting helps the travel agency stay afloat, the program is a big success. Employee turnover is another factor worth measuring. Is employee retention better since the telecommuting program began?
...
Technology cannot take the place of face-to-face meetings for all situations. For example, it is much less efficient to use technology to resolve highly emotional issues. Also, human beings still need some human contact in their lives to satisfy their social and belongingness needs.
...
The Microsoft reorganization illustrates that effective communication in the workplace is essential for business success. Top-level executives at Microsoft and outside analysts agreed that the company needed to reorganize to enhance communication and cooperation among the organizational units. New product development was delayed because of poor inter-unit communication.
...
The communication challenge with presentation technology is that during an oral presentation the predominant means of connection between sender and receiver is eye contact. One of the biggest challenges is to learn how to handle equipment and maintain frequent eye and voice contact at all times. Some suggestions include:
...
The company blog (or more precisely a Web log or journal) is a rapidly growing form of formal communication, paralleling the surging use of blogs in private life.
...
The first citizens brought into the emergency response center were an elderly woman, a middle aged man, and three children ages 5, 6, and 10. The children were named Abigail, Mark, and Mary. Many more citizens were brought in throughout the night, but the good news is there were no fatalities, and only 7 serious injuries. All of the emergency personnel who responded were honored with a banquet and awards from the Town Board for their quick, efficient response and their bravery.
...
The grapevine is the major informal communication channel in organizations. The grapevine refers to the tangled pathways that can distort information. The grapevine is often thought to pass along negative rumors and negative gossip, but they can also be used to pass along positive gossip. Positive gossip makes a positive contribution to the organization because trading information strengthens ties among workers and humanizes the workplace.
...
The main complaint about meetings in the workplace is that they are unproductive and they waste time. This can be especially frustrating if the employee has other pressing work they need to complete.
...
The question about conflict reduction with other household members is important because to do otherwise is to create an unprofessional work environment. It creates a poor professional image when a person calls the company and hears a dog barking or a television set playing in the background. The productivity advantages might include having all the necessary equipment clustered in one area, as well as quick access to refreshments and the rest room.
...
The setup will sound professional if the problems alluded to above are eliminated. It is also essential not to hear other voices or the sounds of music or television. However, music is standard when the caller is placed on hold. The office design is likely to contribute to satisfaction if the person includes comfortable furniture, agreeable wall hangings, soft lighting, and a personal touch.
...
To demonstrate what occurs with rumors, ask for 5-8 volunteers from the class, and ask them to leave the classroom with you. Once outside the room, ask the volunteers to wait a few minutes while you tell the other students a story. Inform them that you will ask them to return to the room one at a time. You will tell the first person the story, and they will tell the second, and so on. (Like an old fashioned game of telephone). While the students wait, ask them to decide the order they will return to the classroom in.
...
Tony might do what so many telecommuters do to decrease the social isolation. With the consent of Sue and Russ he might work one-half day per week in the office, assuming he can find productive work to engage in. Tony might also arrange to have an occasional lunch with other telecommuters. Another approach to decreasing social isolation many telecommuters use is to spend some time at office supply stores that cater to work-at-home people. Sometimes these stores arrange pizza parties where the work-at-home people can interact with their counterparts.
...
True/False
...
Visit the ACCEL Team website for information on modeling, talking, listening, negotiating, huddling, and much more on communication at
...
Visit the About website for the Top Ten Most Important Rules of E-Mail Netiquette at http://email.about.com/cs/netiquettetips/tp/core_netiquette.htm
...
Visit the Cutting Edge website for an article on How to deal with rumors on the grapevine at http://www.cuttingedgepr.com/articles/empcomm_grapevine.asp
...
Visit the Fast Company website for an article on The Seven Sins of Deadly Meetings at http://www.fastcompany.com/online/02/meetings.html
...
Visit the following website for an interesting article on Managing the Grapevine http://www.analytictech.com/mb119/grapevine-article.htm
...
When I used an early version of this exercise with business students, I found it to be a wonderful change of pace from most human relations and managerial activities. Here was a chance to display knowledge about information technology and interior design, combined with humor. One group came up with an office design in a penthouse overlooking San Francisco Bay, and the office included a large aquarium to help soothe the mind.
...
communication?
...
http://www.accel-team.com/communications/index.html
...
performance.
...
(a,c)
1. Effective communication contributes to organization success is many ways such as (CHOOSE TWO)
(d)
12. Negative gossip
...
4. Without balanced participation, a meeting does not capitalize on the advantages of group effort. It is therefore important to rate this characteristic of a meeting. An effective meeting leader attempts to draw out members who are not participating, or not participating enough.
(c)
4. XYZ company uses a Web log or journal to communicate business information with a soft, human touch. The commonly used term for this type of communication is a(n) _______.
(T)
40. "Laying down the I.M. law" refers to making sure your message has real value to the recipient before sending the message.
(F)
41. You should include every point you want to make in your power point presentations.
(T)
42. It is important to vary your voice when speaking with customers or clients on the telephone.
(T)
43. A potential disadvantage of being a telecommuter is that many of these workers believe they are likely to be passed over for promotion.
(T)
44. Decades of research indicate that they quality of mental output and depth of thought deteriorate as a person attends to more than one task at a time.
(F)
45. Research has found no negative consequences to multi-tasking.
(T)
46. When conducted poorly, business meetings can represent a substantial productivity drain.
(F)
47. There is no need to solve small issues ahead of meetings with e-mail, since the group will be getting together for the meeting and can take care of everything at that time.
(T)
48. Whether communication in the workplace is formal or informal, electronic or printed, the human touch should be included for the highest level of effectiveness.
(d)
5. Blogs are often used
(a)
6. The four directions messages travel in organizations are downward, upward, diagonally, and
(c)
7. Downward communication is
(b)
8. Marge has an open-door policy which allows employees to bring a complaint to her without checking with their manager first. This is an example of ________ communication.
(d)
9. All of the teachers in the social science department willingly share their ideas and expertise with each other. They are good at _________ communication.
6.
Another useful criterion of an effective meeting is member satisfaction. Did the group members have an enjoyable time participating in this activity? The amount of time consumed is another useful dimension. Did the meeting consume so much time that it interfered with other important activities?
4.
Any comments on the communication effectiveness of Steve Ballmer?
...
As described in response to Question 1, the workers who need to communicate with each other most frequently will now be part of the same division, so they may feel more camaraderie. Yet, we wonder why Microsoft employees could not communicate easily across divisions previously. Were there interdivisional rivalries? Did the various divisions have different organizational cultures?
9.
Ask before sending huge attachments.
3.
Avoid concealing bad news
10.
Avoid passing along chain letters.
c.
Avoid using confidential information.
5.
Be considerate.
1.
Be wary of vague communication
c.
Bullhorns
3.
Business callers expect your undivided attention, so avoid multitasking while on the phone
8.
Ensure that all follow-up action is assigned and recorded.
C.
Chance Encounters and Management by Walking Around
A.
Communication Channels for Managing Crises
C.
Communication Directions
B.
Company Blogs as Formal Channels
7.
Consider "huddling" when quick action is needed
7.
Consider "huddling" when quick action is needed.
4.
Correct erroneous communications that relate to organizational policies, practices, and strategic plans
d.
Diagonal communication
4.
Diagonal communication—transmission of messages to higher or lower organizational levels in different departments.
7.
Do not use e-mail to blast a co-worker, and send copies to others.
11.
Don't be Big Brother.
6.
Don't include confidential information.
1.
Downward communication—flow of messages from one level to a lower level.
50.
DuBrin presented nine suggestions to increase the effectiveness of meetings as a communication vehicle. Please describe three of the suggestions in your own words, and give examples of either positive or negative experiences you have had in meetings.
A.
E-Mail and Communication Among People
IV.
EFFECTIVELY CONDUCTING OR PARTICIPATING IN BUSINESS MEETINGS
4.
Encourage critical feedback and commentary
4.
Encourage critical feedback and commentary.
8.
Ensure that all follow-up action is assigned and recorded
3.
Keep comments brief and to the point
3.
Keep comments brief and to the point.
1.
Keep it simple.
a.
Keep it simple.
3.
Keep the slide in view until the audience gets the point
12.
Lay down the instant messaging law.
5.
Make sure to triple-check your presentation for spelling errors
1.
Meet Only for Valid Reasons
1.
Meet only for valid reasons.
...
Messages in organizations are sent over both formal (official) and informal (unoffical) channels. Formal communication channels are the official pathways for sending information inside and outside an organization. The primary source of information about formal channels is the organizational chart.
9.
Minimize distractions during the meeting
9.
Minimize distractions during the meeting.
a.
Negative gossip
A.
Networks of Contacts
a.
Police officers
b.
Positive gossip
2.
Promote healthy, accurage communication
•
The fire fighter often becomes male, the nurse - female, and the surgeon - male
•
The number of injuries often changes
5.
Reaching conclusions or action plans is an essential output of an effective meeting. So even an entire plan for Shelters for the Homeless is drawn, at least some progress should be made. Rating a team on this dimension sensitizes students to the fact that meetings are not designed just for discussion, but also for action.
4.
Reduce the text on each page of your PowerPoint presentation to a bare minimum
1.
Reveal points only as needed
14.
Set limits to avoid frustration.
2.
Smile while speaking on the phone
6.
Solve small issues ahead of time with e-mail
6.
Solve small issues ahead of time with e-mail.
2.
Start and Stop on Time and Offer Refreshments
2.
Start and stop on time, and offer refreshments.
5.
Strive for wide participation
5.
Strive for wide participation.
2.
Suppose you thought that the CEO of your company was moving the company in the wrong direction, and you want to tell him or her. Explain which communication channel you would choose to deliver your message.
4.
Take care in writing e-mails.
13.
Take it offline.
2.
Talk to the audience and not the screen
D.
Telecommuting and the Distributed Workforce
1.
The CEO of a professional basketball team described in the opening case has somebody print out his e-mail messages so he can read them. What might be his problem?
B.
The Grapevine
D.
The Multitasking Movement
•
The ages and names of the children usually change
•
The awards are often from a party other than the Town Board
9.
Why are face-to-face meetings still so popular even in high-technology companies?
10.
Why do people complain so much about meetings on the job?
2.
Why will communication among the various groups now likely be better?
b.
advertisement
d.
all of the above.
d.
answer e-mail only after hours.
a.
anybody using the same Internet Service Provider.
b.
avoid direct contact with people by sending them e-mail messages.
a.
avoid some face-to-face meetings by using e-mail instead.
c.
blog
a.
can lead to turnover, conflict, and lawsuits.
a.
chance encounters.
c.
circular.
c.
consumes about 75 percent of their workday.
a.
diagonal
c.
diagonal
c.
disseminate technical information by e-mail.
b.
disseminating information.
b.
does some work in a central office, and some at home.
a.
downward
b.
downward
c.
downward
d.
downward communication.
a.
d.
finding out which employees know the most about other employees.
d.
haphazzard
d.
her downward communication.
a.
her friends.
b.
her grapevine.
c.
her network of contacts.
d.
horizontal
a.
horizontal communication.
a.
horizontally.
b.
how to communicate with the employees.
d.
how to continue to get the work done.
a.
how to find out who caused it.
c.
how to repair any damage to the building.
c.
identifying problems.
b.
increases when workers are bored.
c.
increases when workers lack information about company happenings.
b.
ineffective
a.
is a manageable part of their day.
c.
is paid by the hour rather than by salary.
b.
is their major job stressor.
d.
is usually processed after normal working hours.
a.
keeping employees informed.
d.
killing time.
a.
lacks a solid human connection.
b.
lacks the efficiency of the traditional office.
d.
leads to frequent labor-management problems.
a.
to communicate a company's side of the story in response to outside criticism.
b.
to communicate with employees in a relaxed, casual tone.
c.
to provide a means for employees and customers to provide feedback to management.
c.
training.
c.
triple-check your presentation for spelling errors.