MGT: Chapter 13

Research indicates that facial expression and tone of voice account for _______% of communication between two people.

90

Why did the huge consulting firm Accenture need to create Accenture People?

Because many of their employees worked at widely dispersed client workplaces

Which of the following is NOT an activity included in MBWA?

Communicating solely using e-mail

Which of the following statements about being a complete communicator is true?

Complete communicators must be effective senders as well as receivers.

Which types of messages presented as stories are people more likely to recall and accept? (Choose every correct answer.)

Concrete Unexpected. Emotional Credible

To Damien, the manager of the parts department, Raquel, his top sales manager, always appeared to be sad, but she was a top salesperson, and her colleagues always referred to her as "upbeat." He didn't see what everyone else saw and critiqued Raquel's negative demeanor on her evaluation. What was getting in Damien's way in seeing Raquel as she actually was?

Damien's perception of Raquel

Which of the following are reasons for seeking adequate upward communication? (Chose every correct answer).

Employees gain from the opportunity to communicate upward. Managers learn what is going on with their employees. Effective upward communication facilitates downward communication.

Which of the following are more likely to result from interactions with managers who are skilled in listening? (Choose every correct answer.)

Employees think that their manager is showing an interest in them and are motivated to perform. Trust develops among managers and employees, which supports a culture of innovation.

As Oscar encodes a message into an e-mail, which of the following are common pitfalls that he can avoid as the sender of a message? (Choose every correct answer.)

Entering decimal points incorrectly Misusing words Leaving out facts Using ambiguous phrases

Which of the following are effective methods of managing the grapevine in an organization? (Choose every correct answer.)

Explain events that are important Neutralize rumors Prohibit malicious gossip Dispel uncertainties

Which of the following are important functions of horizontal communication? (Choose every correct answer.)

Helping solve conflicts Allowing coordination and problem solving among units Providing social and emotional support to people

Which of the following events occurred as during the COVID-19 pandemic in 2020? (Choose every correct answer.)

Millions of people discovered how to do their jobs remotely from home. People adapted to new business communication technologies. There were far less face-to-face interactions among customers, managers, employees, and suppliers.

Which of the following are ways you can send positive nonverbal signals? (Choose every correct answer.)

Pay attention to your body language Arrange the office to make it conducive to open communication Use time appropriately

Which of the following is NOT one of the known problems associated with upward communication?

People fear it is a waste of time to engage in upward communication.

______ is a process by which a person states what he or she believes the other person is saying.

Reflection

Which of the following programs offer videoconferencing features? (Choose every correct answer.)

Skype WebEx GoToMeeting

Which of the following statements about the importance of observing and interpreting nonverbal communications are true? (Choose every correct answer.)

Some companies train their sales forces to interpret the nonverbal signals of potential customers. Effective communicators are also capable of observing and interpreting nonverbal communications. A vital source of useful observations comes from personally visiting people and facilities.

How can employees benefit from upward communication?

Some of their frustrations will be decreased.

Which traits are associated with the most powerful messages? (Choose every correct answer.)

They are told with stories and anecdotes. They are simple and informative. They convey excitement.

How do good managers avoid information overload? (Choose every correct answer.)

Using an "away" message when they need time to think Letting employees know when they expect a reply Placing major business communications ahead of trivial e-mails

Horizontal communication allows interaction ______.

among peers

When communicating a message, it helps to ______.

anticipate how your message might be misinterpreted

A project team that wants a place where team members can access project information and updated communications from other team members and project leaders could use a(n) ______.

blog

When managers engage in a dialogue with employees with the intended goal of helping them be more effective and achieve their full potential, they are engaging in the ______ process.

coaching

Mutaz is talking to Su about a project. Su can tell that Mutaz is unhappy with the project's progress because Su and Mutaz know each other well. This transmission of information is known as ______.

communication

Ringing telephones, thoughts about unrelated issues, and fatigue may contribute to a breakdown in ______ between managers and employees.

communication

Communicating ______ can reduce the time and expense devoted to traveling, photocopying, and mailing.

electronically

Communicating _______ makes delivering routine messages to large numbers of people in widespread locations faster and more efficient.

electronically

The more information or cues a medium sends to the receiver, the ______ the medium is.

richer

The amount of information a medium conveys is called media _____.

richness

When a manager works to make sure that the recipients of her message can identify her perspective, reasoning, and intentions, she is focusing on improving her ______ skills.

sender

What are possible uses of blogging in business? (Choose every correct answer.)

Announcing a social responsibility initiative Communicating with the external environment Introducing new products

Which of the following is NOT one of the techniques for practicing how well one listens?

Anticipate what will be said.

Which of the following statistics are true regarding how e-mail has become important in business communication? (Choose every correct answer.)

Billions of emails are sent every day throughout the world. Full-time workers in the United States spend about one-third of their day on e-mail.

Which of the following are steps both managers and employees can take to avoid communication problems? (Choose every correct answer.)

Ensure that the receivers attend to the message being sent. Consider the other person's frame of reference and attempt to send a message with that viewpoint in mind. Take concrete steps to minimize perceptual errors and improper signals.

True or False: For important messages and documents you should skim rather than reading slowly and carefully.

False

In the context of communication skills, which speaker aspects should people be able to identify? (Choose every correct answer.)

Good intentions Reasoning Perspective

______ occurs when managers and employees are hit with too much material to process.

Information overload

Which of the following describe Accenture People? (Choose every correct answer.)

It allows Accenture employees to collaborate anytime from widespread locations. It is an internal social networking platform.

What does it mean if a firm discloses relevant information?

It does not disclose all of the information; just the information that the audience has a legitimate reason to know.

How does reflection help managers listen effectively? (Choose every correct answer.)

It helps managers get into the other's frame of reference. It places greater emphasis on listening than talking. It results in more accurate two-way communication.

What are the traits of the high quality information shared when a firm is showing transparency? (Choose every correct answer.)

It is timely. It fully discloses relevant information. It is accurate.

Which of the following are advantages of electronic communication? (Choose every correct answer.)

Leaving a permanent record for future reference. Encouraging more people to share ideas. Reducing time and expense related to travel.

Which of the following are problems associated with upward communication? (Choose every correct answer.)

Managers may miss information from below due to information overload. People only share good news with their bosses and suppress bad news. Managers are bombarded with information and may neglect some of it.

How did the COVID-19 crisis of 2020 influence communication?

Millions of people learned to use remote communication technology.

Which of the following statements about Skype and Zoom are true? (Choose every correct answer.)

They offer options for free service. They offer videoconferencing features.

What occurs when receivers respond to senders?

Two-way communication

Match each method to improve communication skills (on the right) with the party (on the left) that the skill is more strongly associated with.

Write in a clear, logical way Add power to your presentations by practicing beforehand. Communicate honestly and directly. Learn to observe and interpret nonverbal communications. Become better skilled at listening. Improve one's reading skills.

Oral, written, and electronic are three _______ for communication.

channels

All of the following are considered communication pitfalls that may result when the sender's intended message does not get across to the receiver EXCEPT ______.

clarifying and paraphrasing help to ensure a clear message

In addition to good mechanics, effective writing requires ______.

clear, logical thinking

Sawyer entertained conversations with his team to help them master the new manufacturing process and thus be more effective. He is engaging in the ______ process.

coaching

The transmission of information and meaning from one party to another through the use of shared symbols is called ______.

communication

Proper word choice can improve or be detrimental to ______.

communication effectiveness

Effective communicators are also capable of observing and ______ nonverbal communications.

interpreting

The smaller the number of authority levels through which communications travel, the ______ information will be lost or distorted.

less

Jerry is careful to keep his mind open and listen for ideas when receiving spoken messages. Jerry seems to understand how to improve his ______ skills.

listening

Messages are authentic when speakers demonstrate that they are ______ as well as speaking.

listening

Even though they are not actually spoken or written, ______ messages can support or undermine the stated message.

nonverbal

Hillary sends an e-mail to her subordinate without asking for a response. This is an example of ______ communication.

one-way

In ______ communication, information flows from the sender to the receiver with no feedback loop.

one-way

The process through which people select, organize, and interpret what they see, hear, touch, smell, and taste to give meaning and order to the world around them is called ______.

perception

The biggest hurdle to effectively avoiding information overload is ______.

separating important messages from common messages

The grapevine is a communication network that provides people with information, teaches them how to do their work successfully, and helps them ______.

solve problems

Some executives practice MBWA (management by wandering around), which refers simply to getting out of the office, walking around, and ______ with employees.

talking frequently and informally

When a communicator uses a word understood by a foreign colleague, he or she should realize that ______.

the meaning of the same word may be different in different cultures

_______-way communication occurs when the receiver responds to a sender.

two

When Miguel concluded his presentation to the Japanese client, he noticed the client nodding and saying hai (yes). Miguel knew that this meant the client ______.

understood the presentation

The ability to provide clear, logical thinking in addition to proper grammar, punctuation, and spelling is known as effective ______ skills.

writing

Which of the following statements about the grapevine is true?

It cannot be eliminated.

Which of the following are problems associated with downward communication? (Choose every correct answer.)

Lack of openness Filtering Information overload

What do managers give by using coaching? (Choose every correct answer.)

Performance feedback to their direct reports Positive reinforcement when it is deserved

What sometimes causes communication break downs between managers and employees? (Choose every correct answer.)

Noise in the environment such as ringing cell phones. Listeners being preoccupied with other thoughts. One party having an emotional reaction to what is being said.

Which of the following are skills managers need to be good receivers? (Choose every correct answer.)

Observation Reading Listening

Which of the following are common communication channels? (Choose every correct answer.)

Oral Written

______ is the process of receiving and interpreting information.

Perception

Which factors determine the level of authenticity for the receiver of a message? (Choose every correct answer.)

The speaker's ability to make a connection The speaker's openness with the audience The speaker's demonstration of passion

Which of the following statements about the importance of reading ability in organizations is INCORRECT?

The spoken word is more important in organizations, so reading is less emphasized.

What do G Suite, Slack, Podio, Ryver, and Trello all have in common? (Choose every correct answer.)

They are online collaboration platforms. They allow simultaneous access to shared files.

Which of the following are reasons a company might use a blog? (Choose every correct answer.)

To share information about corporate social responsibility efforts. To encourage collaboration among employees. To communicate information about product uses.

True or False: In flatter organizations, filtering is less of a problem with downward communication than in taller organizations.

True

True or False: Managers who fail to listen to employees can miss good ideas and drive employees away.

True

A manager assigning a task to her assistant is an example of _______ communication.

downward

The flow of information from higher to lower levels in the organization's hierarchy is called ______ communication.

downward

E-mail has become a(n) _______ instrument of workplace communication.

fundamental

Valuable downward communications take place when managers ______.

give performance feedback to their direct reports

Nonverbal actions tend to have a _______ impact on the audience than other cues of a message.

greater

The grapevine is a(n) ______ communication network.

informal

Using jargon with individuals who are not familiar with common organizational buzzwords can _____ communication effectiveness.

interfere with