Management CH 11

Which of the following nonverbal cues is most likely to have a positive effect on a receiver from the United States?

a direct smile (In the United States, looking someone in the eye (for about a second) is considered a sign of trustworthiness. Flitting ("shifty") eyes and pursed lips convey a lack of trustworthiness. Gnawing one's lip conveys uncertainty. A direct smile conveys confidence.)

Written communication is often asynchronous.

True (Written communication is often asynchronous (occurring at different times). That is, the Sender can write a Message that the Receiver can read at any time, unlike a conversation that is carried on in real time.)

Which of the following statements is most likely to be true regarding written communication?

A written communication can be a "one-to-many" communication Normally, a verbal communication takes place in real time. Written communication, by contrast, can be constructed over a longer period of time. Written communication is often asynchronous (occurring at different times). A written communication can also be read by many people. It's a "one-to-many" communication, as opposed to a one-to-one verbal conversation. Storytelling has been shown to be an effective form of verbal communication.)

Oral communication is most likely to be a better choice when the sender:

is conveying a sensitive or emotional message. (Oral communication is most likely to be a better choice when the sender is conveying a sensitive or emotional message, needs feedback immediately, and does not need a permanent record of the conversation.)

ritten communication is most likely to be a better choice when the sender:

is physically separated from the receiver. (Written communication is most likely to be a better choice when the sender wants a record of the content, has less urgency for a response, is physically separated from the receiver, doesn't require a lot of feedback from the receiver, or the message is complicated and may take some time to understand.)

Research also shows that _____ percent of in-person communication comes from nonverbal cues like facial expressions, body stance, and tone of voice.

55%

Communication experts recommend that you should work toward using "but" instead of "and" when you are involved in discussions where not only the stakes are high but also where opinions vary and emotions run strong.

False

A(n) _____, such as a boss, coworker, or customer, originates the message with a thought.

Sender

_____ occurs when the information processing demands on an individual's time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing.

Information Overload

We simply are bombarded with too much stimuli every day to pay equal attention to everything so we pick and choose according to our own needs. This process is often unconscious and is known as _____.

Selective Perception (Selective perception refers to filtering what we see and hear to suit our own needs. This process is often unconscious.)

Research shows that listening skills are related to promotions.

True (Research shows that listening skills are related to promotions. The average worker spends 55% of her workdays listening. Managers listen up to 70% each day. But listening doesn't lead to understanding in every case. Listening takes practice, skill, and concentration.)

Anthropologist Edward T. Hall coined the term proxemics to denote the different:

kinds of distance that occur between people. (

Humans listen much faster than they speak.

true (The average public speaker communicates at a speed of about 125 words a minute and the average person in the audience can hear 400500 words a minute.)

_____ percent of a managers time is spent communicating.

50 to 90 The ability to effectively communicate is a necessary condition for successfully planning, organizing, leading, and controlling. Communication is vital to organizations - it's how we coordinate actions and achieve goals. 50 to 90 percent of a manager's time is spent communicating.

As compared to verbal communications, written communications have higher information richness.

False (Channels vary in their information richness. Information-rich channels convey more nonverbal information. As compared to verbal communications, written communications have lower information richness.)

Emotional disconnects occur when the information processing demands on an individual's time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing.

False (Information overload occurs when the information processing demands on an individual's time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing. Emotional disconnects happen when the Sender or the Receiver is upset, whether about the subject at hand or about some unrelated incident that may have happened earlier.)

Which of the following statements is true regarding grapevine?

Grapevine generally lacks a specific sender. (Research finds that 70% of all organizational communication occurs at the grapevine level. Its grassroots structure gives it greater credibility in the minds of employees than information delivered through official channels, even when that information is false. Grapevine takes place through informal communication channels and it generally lacks a specific sender.)

A recent study of recruiters at 85 business schools ranked _____ skills as the highest skills they were looking for, with 89% of the recruiters saying they were important.

communication and interpersonal

Which of the following statements is true regarding information richness of a channel?

face-to-face conversations have higher information richness than written letters. (As compared to verbal communications, written communications have lower information richness. Face-to-face conversations have higher information richness than written letters.)

Which of the following communication channels is most likely to have the least information richness?

spreadsheets (nformation-rich channels convey more nonverbal information. Spreadsheets have low information richness.)

Emotional disconnects occur when:

the sender or the receiver is upset, whether about the subject at hand or about some unrelated incident that may have happened earlier. ( An effective communication requires a sender and a receiver who are open to speaking and listening to one another, despite possible differences in opinion or personality.)