Module 12 Knowledge Check

__________ exist(s) when an organization does not provide adequate upward, downward, and horizontal communication. a. Semantics b. Differences across departments in terms of needs and goals c. Status and power differences d. Absence of formal channels e. Communication flow

Absence of formal channels

Which of the following is a communication channel a manager might possibly use? a. Use social media b. Make a telephone call c. Send an e-mail d. Have a face-to-face conversation e. All of these

All of these

One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. Amy also agrees with the research that suggests that "nonverbal messages convey thoughts and feelings with greater force than do our most carefully selected words." Nonverbal messages include all of the following except: a. facial expressions. b. posture. c. voice and mannerisms. d. dress. e. All of these are included.

All of these are included.

Sharon is part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group? a. Linear b. Centralized c. Decentralized d. Focused e. All of these

Decentralized

__________ and __________ are potential sources for communication errors, because individual differences, knowledge, values, attitudes, and background act as filters. a. Encoding; the channel b. Decoding; the channel c. Encoding; "noise" d. Decoding; encoding e. Decoding; "noise"

Decoding; encoding

Influence..

Downward communication

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication? a. Downward communication b. Upward communication c. Grapevine communication d. Lateral communication e. Virtual communication

Downward communication

If Silvia is the sender of a message, what elements of the communication process does she perform? a. Encodes the message and provides feedback b. Encodes the message and selects the channel c. Encodes and decodes the message d. Decodes the message and selects the channel e. Decodes the message and provides feedback

Encodes the message and selects the channel

Jenna composes an e-mail from home to her boss to inform him that she will be late getting to work that day. The act of composing an e-mail involves which stage of the communication process? a. Providing feedback b. Sifting through noise c. Encoding the message d. Decoding the message e. Selecting a channel

Encoding the message

Research found which source of communication cues during face-to-face communication has the most weight in message interpretation? a. The tone of a person's voice b. Posture c. The actual spoken words d. Facial expressions e. The pitch of a person's voice

Facial expressions

Coordinate..

Horizontal communication

During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in hopes that they can help each other out. This is an example of what type of organizational communication? a. Upward communication b. Horizontal communication c. Decentralized communication d. Virtual communication e. Downward communication

Horizontal communication

Which of the following statements about social media is true? a. Most companies use social media for communicating with customers and enhancing employee collaboration. b. Companies have been slow to embrace social media. c. The term social media includes wikis, blogs, and e-commerce sites. d. Social media has boosted U.S. productivity significantly. e. All of these statements about social media are true.

Most companies use social media for communicating with customers and enhancing employee collaboration.

__________ communication channels exist outside formally authorized workplace channels. a. Personal b. Horizontal c. Upward d. Downward e. Decentralized

Personal

__________ refers to acquiring and cultivating personal relationships that cross departmental, hierarchical, and even organizational boundaries. a. Personal networking b. Gossip c. Fundraising d. Network nurturing e. None of these

Personal networking

__________ refers to people talking across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals. a. Strategic conversation b. Calculated exchange c. Intentional chat d. Deliberate talk e. Tactical discussion

Strategic conversation

Which of the following links employees in all directions, ranging from the CEO through middle management, support staff, and line employees? a. Management by wandering around b. Diagonal communication c. The grapevine d. Upward communication e. Vertical communication

The grapevine

an informal, person-to-person communication network of employees that is not officially sanctioned by the organization

The grapevine

Interpret...

Upward communication

Which of the following is not a way to effectively communicate to persuade or influence others? a. Build goals on common ground b. Use multiple media to send important messages c. Use "I statements" d. Connect emotionally e. Establish credibility (Chapter 17, Slide 12)

Use "I statements"

Channel richness is the: a. profitability potential of a proposed channel. b. speed in which messages can be carried. c. number of channels available at any one time. d. amount of information that can be transmitted during a communication episode. e. number of messages a channel can carry at one time.

amount of information that can be transmitted during a communication episode.

Most executives now recognize that important information flows from the: a. horizontal level to the diagonal level. b. internal to the external. c. top down. d. diagonal level. e. bottom up.

bottom up.

The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is: a. personal information. b. vicious gossip. c. business-related. d. destructive because it is not accurate. e. none of these.

business-related.

Good listening requires a high degree of: a. analytical skills. b. empathy. c. consciousness. d. emotional intelligence. e. self-awareness.

emotional intelligence.

Communication is the process by which information is: a. exchanged and understood by two or more people, usually with the intent to influence or motivate behavior. b. shared. c. transmitted to others. d. received. e. stored.

exchanged and understood by two or more people, usually with the intent to influence or motivate behavior.

Information typically communicated upward includes all of the following except: a. financial and accounting information. b. grievances and disputes. c. problems and exceptions. d. indoctrination. e. suggestions for improvement. (Chapter 17, Slide 24)

indoctrination.

the process of teaching a person or group to accept a set of beliefs uncritically.

indoctrination.

All of the following are advantages of gossip in the organization except: a. it is a way employees relieve feelings of tension and anxiety. b. it moves information throughout the organization more rapidly than formal channels. c. it can effectively replace formal downward communication and be used as the organization's only source of information, especially during times of significant organizational change. d. it is a "useful warning system" that helps managers learn about internal situations or events that might need their attention. e. it may give marginalized employees an opportunity to have a voice.

it can effectively replace formal downward communication and be used as the organization's only source of information, especially during times of significant organizational change.

When informing your staff of the date for the company picnic, a __________ would be most practical and successful. a. newspaper notice b. videoconference c. face-to-face conversation d. telephone conversation e. memo

memo

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of: a. nonverbal communication. b. empathizing. c. listening. d. direct communication. e. nuance communication.

nonverbal communication.

The traditional top-down, command-and-control approach to organizational communication is giving way to a more dynamic form of communication that is characterized by __________, which involves a give-and-take exchange of information. a. redundant communications b. upward communication c. organizational conversations d. communication apprehension e. gossip

organizational conversations

Managers' communication is __________-directed, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way that will help to achieve those goals. a. communication b. image c. purpose d. idea e. need

purpose

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as __________ messages. a. qualitative b. grapevine c. instant d. routine e. nonroutine

routine

One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. In selecting the best channel for complex communication, Amy suggests to select the richest channel possible. Characteristics that Amy suggests a manager should recognize include all of the following except: a. the channel's ability to handle multiple cues simultaneously. b. the ability to facilitate rapid, two-way feedback. c. the ability to establish a personal focus for the communication. d. the ability to clarify and rapidly reduce communication stereotyping. e. All of these are valid characteristics of channel richness.

the ability to clarify and rapidly reduce communication stereotyping.

One important factor that shapes a manager's selection of a communication channel is: a. the intelligence level of the employee. b. the amount of information to be communicated. c. the manager's preferred leadership style. d. the relationship between the manager and employee. e. all of these.

the amount of information to be communicated.

Listening is about _____ percent of effective communication. a. 25 b. 40 c. 75 d. 50 e. 10

75

GE and Tupperware Nordic are two companies that: a. use centralized communication networks. b. require their top managers to attend monthly seminars on effective communication. c. operate successfully without using any form of social media. d. use social media as an effective employee engagement tool. e. have a strong commitment to social responsibility through a "Go Green" philosophy.

use social media as an effective employee engagement tool.

All of the following are ways managers can improve their writing skills except: a. respecting the reader. b. getting a second opinion. c. knowing their point and getting to it. d. writing clearly rather than impressively. e. writing lengthy explanations.

writing lengthy explanations.