MGT 3113 Chapter 15 SmartBook

Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

1. newsletter 2. text message 3. phone call 4. videoconference 5. face-to-face meeting

Except in unusual circumstances, which employees are usually NOT allowed to text at work?

Cashiers Customer service representatives Sales associates

Which of the following are types of barriers to communication? (Check all that apply.)

Cross-cultural barriers Personal barriers Physical barriers

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?

Cultural differences

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

Defensive; nondefensive

What is the ability to recognize and understand another person's feelings and thoughts?

Empathy

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

False

True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

False

How does access to social media tend to increase an organization's productivity?

Greater job satisfaction Less employee turnover Better communication among employees

What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization?

Informal

What are some of the main causes of poor listening in modern times?

Information overload Cell phones Mindlessness

How does having a social media policy benefit a business?

It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

Which of the following is an example of a physical barrier to communication?

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

Mindlessness

What type of communication consists of messages sent outside of the written or spoken word?

Nonverbal

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

Online social media

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

Which elements often become cross-cultural barriers to communication?

Religious beliefs Nonverbal gestures Ethnocentrism

According to Dale Carnegie, what are the three rules of an effective speech?

Say it Tell them what you said Tell them what you are going to say

Identify the disadvantages brought about by the digital age. (Check all that apply.)

Security breaches Decreased privacy Too many emails

Which of the following are types of informal communication channels? (Check all that apply.)

The office grapevine Face-to-face communication

Why do businesses establish a presence on social media platforms?

To increase brand awareness To interact with customers To increase sales

Why can it be beneficial for a company to allow employees some use of personal texting on the job?

To relieve stress To improve work-life balance

What is typically specified in a social media policy for a business?

What consequences will be imposed on employees who fail to comply When employees are allowed to use social media Who is allowed to participate in social media at work

Which statements accurately describe the way gender influences communication?

Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.

The process of actively decoding and interpreting verbal messages is known as _____ listening.

active

The transfer of information and understanding from one person to another is known as _____.

communication

Active listening is the process of ______.

decoding and interpreting verbal messages

Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them

efficient

Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______.

empathy

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

An organization's ______ communication channels include official memos, letters, reports, and announcements.

formal

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _____ communication.

formal

The basic types of barriers to communication are physical, personal, cross-cultural, nonverbal, and ________ differences.

gender

How well a particular medium conveys information and promotes learning is called ______.

media richness

In communication, (men or women?) are more likely to use "I" statements.

men

After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of ______ communication.

nondefensive

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.

nonverbal

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a _______ barrier.

physical

In the communication process, the person for whom the message is intended is the _______.

reciever

The digital era and social media have caused major problems for businesses, including security breaches and ______.

reduced productivity due to handling large volumes of e-mail

Colin decided to use Facebook to announce the new product his company is introducing. Facebook is an example of _________ media.

social

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____.

social media

Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill.

writing