MGT 3320 Ch. 15 Quiz

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

Active listening

____ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know.

Closure

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.

Empathetic listening

In the model of the communication process, __________ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

Feedback to sender

One of the best ways for top managers to hear what others feel and think is through:

Frequent informal meetings

Which of the following statements about hearing and listening are true? a. hearing and listening both require paralanguage during communication transmission b. hearing and listening are both synonyms c. by definition, listening is passive, and hearing is active d. hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear e. listening is an involuntary behavior, and hearing is a voluntary behavior

Hearing is an act of perceiving sounds, while listening is the act of making a conscious effort to hear

____ is the withholding of information about organizational problems or issues by employees.

Organizational silence

____ is the process by which individuals attend to, organize, interpret, and retain information from their environments.

Perception

____ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information.

Selective perception

Coaching is ____.

a kind of one-on-one communication primarily used by managers to improve an employee's on-the-job performance or behavior

____ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

a self-serving bias

Which of the following statements about informal communication in organizations is true? a. Information carried by informal communication channels is estimated to be 75 to 95 percent accurate. b. The best management strategy to controlling informal communication is to withhold information they wish to keep from employees. c. Intranets should never be used to control informal communications. d. The informal communication channel is also called the conduit. e. Informal communication channels are primarily developed as a way to handle management that is perceived as the enemy.

a. Information carried by informal communication channels is estimated to be 75 to 95 percent accurate.

Noise can occur when ____. a. any of these occur b. the message is not encoded properly c. the message is not decoded properly d. the receiver doesn't have the time to understand the message

a. any of these occur

The steps of the basic perception process are:

attention, organization, interpretation, and retention

The ____ states that we all have a basic need to understand and explain the causes of other people's behavior.

attribution theory

Which of the following statements about perception and perceptual filters is true? a. People remember things similarly. b. People organize and interpret what they pay attention to similarly. c. People perceive according to personality-, psychology-, and experience-based filters. d. People pay attention to similar things. e. People are unaffected by differences in stimuli.

c. People perceive according to personality-, psychology-, and experience-based filters.

The two primary types of grapevine communications networks are ____.

cluster and gossip

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____.

constructive or destructive

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be:

constructive or destructive

The three formal communication channels in organizations are categorized as:

downward, horizontal, and upward

When things go wrong in the workplace, workers are more likely to attribute their problems to ____, while managers are more likely to attribute those same workers' problems to ____.

external causes; internal causes

In the __________ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers.

gossip chain

According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.

internal and external attributions

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication? a. controlling kinesics b. managing organization-wide communication c. managing small group communication d. eliminating the grapevine e. maintaining vertical communication channels

managing organization-wide communication

Managers generally like and use____ but are less receptive to using ____. a. downward communication; horizontal communication b. informal communication; formal communication c. horizontal communication; downward communication d. written communication, oral communication e. oral communication; written communication

oral communication; written communication

__________ is the withholding of information about organizational problems or issues by employees.

organizational silence

Perceptual filters may occur as the result of ____.

personality-based differences

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.

reflecting feelings

Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.

self-serving bias

According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes.

the fundamental attribution error