MGMT Ch 12

Which of the following includes nonverbal communication? a. An e-mail message b. A Skype video conference c. A legal contract d. iTouch e. cell phone conversation

A Skype video conference

Which of the following is NOT considered to be a form of personal electronic technology? a. DSS b. Laptop computer c. Smart phone d. iPad e. iTouch.

DSS

Eufronio is an executive. Each morning he gets a copy of all the major newspaper articles about his company and its competitors. The type of system he is using is a(n) a. expert system. b. intranet. c. TPS. d. MIS. e. ESS.

ESS

Which of the following would NOT be considered noise in the communication process? a. Sender and receiver with different cultural backgrounds b. Sender and receiver asking questions c. A telephone call in the middle of a job interview d. Receiver is going through a divorce e. The room is so cold the sender is clutching his fists

Sender and receiver asking questions

Twitter is an example of a(n) a. TPS b. MIS c. DSS d. expert system e. ESS

TPS

Which of the following shows the correct order, from the simplest, most basic data, to the most sophisticated and highly aggregated data? a. TPS, MIS, DSS, ESS b. DSS, TPS, ESS, MIS c. DSS, TPS, MIS, ESS d. TPS, DSS, ESS, MIS e. None of these.

TPS, MIS, DSS, ESS

Which of the following is an example of management by wandering around? a. Paul walks to the mail room twice each day, stopping along the way to chat with his friends. b. Undercover Boss is a reality show in which CEOs perform entry level jobs incognito in their own companies. c. Mary asks her employees to attend a weekly lunch meeting, with time for informal discussion. d. Hans briefly shakes the hand of each employee when he visits a factory. e. All of these.

Undercover Boss is a reality show in which CEOs perform entry level jobs incognito in their own companies

Which of the following would be likely to include all forms of organizational communication? a. Peers coordinating the details of a project b. A suggestion box c. A memo from the president of the company d. A daily staff meeting e. An absenteeism report submitted by the clerk who keeps employee records

a daily staff meeting

Effective communication would be most important for a. a pilot transferring control of the aircraft. b. someone commenting about the weather. c. an after-dinner speaker at a Rotary Club meeting. d. a political speech. e. a CEO's letter in the monthly newsletter.

a pilot transferring control of the aircraft

Information that provides a reliable and valid reflection of the real world is said to be a. accurate. b. complete. c. differentiated. d. systematic. e. dependable.

accurate

The EPA was considering two different sticker designs for auto fuel-economy. One design included a letter grade A+ to D, but it was argued that the letter grade fell short because it is imbued with memories people have of school. Others argued that it was simple and easy to understand. The argument comes down to how to get consumers information that is a. accurate. b. timely. c. complete. d. relevant. e. all of these.

accurate

Blogs or web logs can gather information from a group of people on a topic. For example, all those who interviewed a prospective job candidate could post their assessments on a blog and comment on each other's observations. This is an example of a(n) ____ communication network. a. all channel b. chain c. wheel d. Y e. circle

all channel

In comparison to verbal communication, nonverbal communication a. conveys more of the content of the message. b. conveys message content in a symbolic way. c. conveys message content indirectly. d. All of these. e. Only "conveys more of the content of the message" and "conveys message content in a symbolic way."

all of these

Telecommunication allows managers to send messages through a. electronic mail systems. b. twitter. c. voice messaging. d. smart phones. e. All of these.

all of these

Which of the following factors influences the encoding process? a. The content of the message b. The familiarity of the sender and receiver c. The sender's personal distractions d. The message composition or makeup e. All of these.

all of these

Which of the following is a a. Words b. Facial expressions c. Gestures d. Physical actions e. All of these.

all of these

Which of the following is a medium for transmitting a message within an organization? a. A memo b. A report c. Meetings d. E-mail messages e. All of these.

all of these

Which of the following is typical content of upward communication in organizations? a. A request b. Information c. A suggestion d. A complaint e. All of these.

all of these

An executive coach at Lockheed Martin reads that 20% of the executive positions are getting reduced, she will think the information is not a. accurate. b. timely. c. complete. d. relevant. e. all of these.

complete

What is the difference between "communication" and "effective communication"? a. Transmission channel used b. Level of information c. Consistency of meaning d. Information technology involved e. Number of people involved

consistency of meaning

Which barrier to communication exists when the sender is NOT considered a reliable source of information? a. Overload b. Semantics c. Prejudice d. Credibility e. Poor listening habits

credibility

Renu has the customer satisfaction statistics. Renu has a. data that requires analyzing and organizing before they will be of value. b. information that can be used as a basis for future actions on her part. c. information that requires analyzing and organizing before it will be of value. d. data that can be used as a basis for actions on her part without any further manipulation. e. either data or information⎯they mean the same thing.

data that requires analyzing and organizing before they will be of value

A marketer for a motion picture company is determining when to release a movie to gain maximum exposure and viewers. The marketer needs to use a(n) ____ system. a. transaction-processing b. decision support c. executive support d. management information e. expert

decision support

Which of the following individual skills for improving communication is probably most important? a. Developing good listening skills b. Being sensitive to the sender's point of view c. Being aware of meanings that other people assign to words d. Asking appropriate questions e. Being patient

developing good listening skills

The EPA was considering two different sticker designs for auto fuel-economy. One design included a letter grade A+ to D, but it was argued that the letter grade fell short because it is imbued with memories people have of school. Others argued that it was simple and easy to understand. They have the organizational barrier a. semantics. b. information overload. c. status difference. d. different perceptions. e. conflicting signals.

different perceptions

Dale wants to ask for a raise, but he is struggling to select the best words and phrases. This is an example of a problem with a. noise. b. decoding. c. information overload. d. channel selection. e. encoding

encoding

Boeing's information system shares quality control information with its suppliers. This is an example of a(n) a. intranet. b. extranet. c. Internet. d. videoconference. e. telecommute.

extranet

Twanya is the school counselor responsible for scheduling. In looking at the data she notes student evaluations were periodically low for a professor. Upon further research she notes the evaluations were lowest for all Money and Banking classes⎯considered to be difficult no matter who taught the class. Her initial information was a. incomplete. b. inaccurate. c. relevant. d. important. e. untimely.

incomplete

An upper-level executive at Gucci has just received a monthly sales report. The two-page analysis indicates which urban area successfully implemented a new policy. It will be useful to show to marketing. This document is an example of a. data that marketers need to understand. b. information because it has been analyzed. c. how managers pretend that information is relevant when it isn't. d. data that are not in a format that would be useful for carrying out the company's business. e. resources used to convert data into information.

information because it has been analyzed

When the various business units of the organization compile information about themselves and make this information available to the other business units of the organization, this system is called a(n) a. Internet. b. expert system. c. EIS. d. TPS. e. intranet.

intranet

When the United States experienced the largest blackout in U.S. history, initial TV and radio reports blamed a fire in a Con Edison building in New York City. They turned out to be wrong. This illustrates which disadvantage of oral communication? a. It can be quite inaccurate. b. It often creates a need for feedback. c. It is more time-consuming than written communication. d. Managers are uncomfortable using oral communication. e. None of these.

it can be quite inaccurate

Which of the following statements about the grapevine is FALSE? A. it can be used to transmit information quickly. B. it builds a sense of togetherness. C. it is a useful way to transmit confidential information. D. it may extend beyond the organizational boundaries. E. it is often used as a way to get power.

it is a useful way to transmit confidential information

Which of the following is NOT an advantage of oral communication? a. It is accurate. b. It is easy to use. c. It facilitates feedback. d. It is comfortable for managers. e. All of these are advantages.

it is accurate

When the United States experienced the largest blackout in U.S. history, papers the next morning correctly suggested a system problem west of New York that officials were still trying to identify. This illustrates which advantage of written communication? a. Its feedback and interchange b. Its lack of clarity c. The formal implications it carries d. The time for preparation e. Its accuracy

its accuracy

A school board hired a new principal without consulting any educators. The candidate used a lot of jargon to sound impressive, but in reality he did not know much about running a school. The school board had the organizational barrier a. perception. b. poor listening skills. c. status or power differences. d. information overload. e. language differences.

language differences

Information that is complete a. must be available at the appropriate time. b. must present all pertinent facts. c. must accurately reflect the real world. d. must have bearing on the problem at hand. e. All of these.

must present all pertinent facts

Things that disrupt the communication process are called a. miscommunication. b. semantics. c. decoding. d. noise. e. None of these.

noise

When the group's task is ____, ____ networks tend to perform better. a. routine; decentralized b. nonroutine; decentralized c. routine; centralized d. nonroutine; centralized e. None of these.

nonroutine; decentralized

According to the text, if you have a personal, nonroutine, or brief message to convey, the best form of interpersonal communication is probably a. oral. b. written. c. lateral. d. informal. e. downward.

oral

The best form of interpersonal communication to use when you have a personal or nonroutine message to communicate is a. horizontal. b. oral. c. downward. d. written. e. upward.

oral

Oral communication is usually better than written communication when the message is a. impersonal, routine, and longer. b. personal, routine, and longer. c. impersonal, routine, and shorter. d. personal, nonroutine, and shorter. e. None of these.

personal, nonroutine, shorter

While the customer service trainer is lecturing to the group, Paul is staring out the window, daydreaming. Which type of barrier to communication does this represent? a. Semantics b. Noise c. Predisposition d. Poor listening e. None of these.

poor listening

David tells a story to Patty. Patty immediately tells a story about herself without reacting to David's story. David believes Patty didn't hear him because she was preparing what she was going to say. This is an example of a. poor listening skills. b. predispositions about the topic under discussion. c. credibility about the topic of discussion. d. noise. e. conflicting cues.

poor listening skills

Michelle was an advocate for health care reform. No matter how many statistics show the cost of health care increasing after reform, she refuses to believe them She has the individual barrier a. inconsistent signals. b. credibility. c. predispositions. d. poor listening skills. e. reluctance to communicate.

predispositions

All of the following are examples of organizational barriers to effective communication EXCEPT a. noise. b. information overload. c. reluctance to communicate. d. semantics. e. status differences.

reluctance to communicate

Luke is only 5'3" tall. When he meets with people, he prefers to sit in chairs rather than stand. This is an example of a. body language. b. inflection and tone. c. facial expression. d. images. e. setting.

setting

When the group's task is ____, ____ networks tend to perform with greater efficiency. a. simple; centralized b. simple; decentralized c. complex; decentralized d. complex; centralized e. None of these.

simple; centralized

KFC used Facebook, Twitter, MySpace and the KFC website to introduce 18-25 year olds to Colonel Sanders, the founder of KFC. KFC used a(n) ____. a. social media system b. MIS c. DSS d. expert system e. ESS

social media system

Undercover Boss is a reality show in which CEOs perform entry level jobs incognito in their own companies. This allows the CEOs to eliminate the organizational barrier a. perception. b. poor listening skills. c. status or power differences. d. information overload. e. language differences

status or power differences

Businesses are using social media in new ways to communicate. Delta passengers can buy tickets on Delta's Facebook page. This is a change in ____ systems. a. transaction-processing b. management information c. expert d. decision support e. integrated

transaction processing

Hyundai introduced Equus, it's luxury sedan with a customer service program called "your time your place," where people never go to the dealer. When maintenance is needed the dealer brings a loaner to the home and picks up the Equus. The program caters to the lifestyle of luxury buyers. Hyundai is using the organizational skill a. regulating information flow. b. TPC. c. understanding the richness of different media. d. following up. e. information overload.

understanding the richness of different media

Air France experienced disruption in flights in France because of a strike to protest government plans to reform the country's pension system. The strike is an example of a. written communication. b. upward communication. c. horizontal communication. d. whistle-blowing. e. the creation of the grapevine.

upward communication

Boeing announced it was eliminating 10% of its executive positions, and consolidating six divisions into four. This is an example of a. vertical communication. b. upward communication. c. diagonal communication. d. horizontal communication. e. informal communication.

vertical communication

Kimberly Schaefer, CEO Great Wolf Resorts, says "the people who are on the front lines everyday and interacting with the guests, those are probably the first people you should be talking to when you're trying to figure out how to do things better." She is also encouraging a. written communication. b. vertical communication. c. horizontal communication. d. whistle-blowing. e. the creation of the grapevine.

vertical communication

A speech to an audience uses the __________ network. a. chain b. Y c. circle d. all channel e. wheel

wheel