unknown chapter - most likely chapter 17
Highly successful salespeople spend ____ of a sales call letting the customer talk. a. 15-20 percent b. 40-50 percent c. 60-70 percent d. all e. none
60-70 percent
What percent of the details passed through a grapevine is accurate? a. 15 to 20 percent b. 25 to 35 percent c. 40 to 60 percent d. 70 to 90 percent e. 100 percent
70 to 90 percent
Listening is ____ of effective communication. a. 10 percent b. 25 percent c. 40 percent d. 50 percent e. 75 percent
75 percent
What percentage of a manager's time is spent in direct communication? a. 20 percent b. 100 percent c. 50 percent d. 80 percent e. 40 percent
80 percent
____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication. a. Status and power differences b. Differences across departments in terms of needs and goals c. Absence of formal channels d. Communication flow e. Semantics
Absence of formal channels
A manager might use ____ as a type of communication. a. meetings b. telephone conversations c. talking informally d. all of these e. meetings and telephone conversations
All of the above
The four primary skills for communicating in a crisis include all of the following EXCEPT: a. stay calm b. be visible c. get the awful truth out d. communicate a vision for the future e. all of these are skills for communicating in a crisis
All of these are skills for communicating
Channel richness refers to the a. number of messages a channel can carry at one time. b. speed in which messages can be carried. c. amount of information that can be transmitted during a communication episode. d. number of channels available at any one time. e. profitability potential of a proposed channel.
Amount of information that can be transmitted during a communication episode
Most executives now believe that important information flows from the a. top down. b. bottom up. c. diagonal level. d. horizontal level to diagonal level. e. internal to external.
Bottom up
Which of the following comprises the lowest channel richness? a. Electronic mail b. Bulletins c. Face-to-face talk d. Telephone e. Memos
Bulletins
____ does not focus on a single receiver, uses limited information cues, and does not permit feedback. a. Bulletins b. Telephone conversations c. Video conference d. Face to face contact e. A personal memo
Bulletins
When an electronic mail system is installed as part of the communication system, what element of the communication process is changed? a. Channel b. Message c. Sender d. Filter e. Receiver
Channel
____ refers to the amount of information that can be transmitted during a communication episode. a. Channel richness b. Electronic mail c. Encoding d. Upward communication e. Feedback
Channel richness
What kinds of skills are fundamental necessities in every part of a manager's job? a. Organizational b. Communication c. MBWA d. Analysis e. Punishment
Communication
The term ____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication." a. leadership trepidation b. public consternation c. anticipation nervousness d. communication medium e. communication apprehension
Communication apprehension
According to MANAGER'S SHOPTALK in Chapter 17, some ways to improve communication with a non-native English speaker include all of the following EXCEPT: a. keep your message simple b. select your words with care c. cover your mouth with your hand d. speak slowly and carefully e. fight the urge to shout
Cover your mouth with your hand
One of the most important things that a manager can do for the organization, according to the text, is to a. talk to their employees. b. create a climate of trust and openness. c. listen to their employees. d. ensure that production remains high. e. none of these.
Create a climate of trust and openness
Sharon is a 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
____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions. a. Decentralized network b. Centralized network c. Linear network d. Circular network e. Gossip structure
Decentralized network
The receiver ____ the symbols to interpret the meaning of the message. a. encodes b. transmits c. decodes d. responds to e. must ignore
Decodes
____ and ____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters. a. Encoding, channel b. Encoding, noise c. Decoding, channel d. Decoding, encoding e. Decoding, noise
Decoding, encoding
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. Virtual communication b. Grapevine communication c. Lateral communication d. Downward communication e. Upward communication
Downward communication
Which of the following is the most familiar and obvious flow of formal communication? a. Downward communication b. Gossips c. Horizontal communication d. Upward communication e. Vertical communication
Downward communication
Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message
Encoding the message
What are the key elements of communication? a. Encoding, message, and feedback b. Encoding, noise, and symbols c. Message, circuit, and decoding d. Feedback, message, and perception e. Feedback, circuit, and perception
Encoding, massage, and feedback
To be effective communicators, managers should: a. Focus primarily on enhancing downward communication in the organization b. Enhance lateral communication opportunities by encouraging teams c. Limit use of communication technology d. Strictly push for face-to-face communication e. Encourage the use of multiple channels of communication
Encourage the use of multiple channels of communication
Communication is defined by the text as the process by which information is a. shared. b. exchanged and understood by two or more people, usually with the intent to motivate or influence behavior. c. received. d. transmitted to others. e. stored.
Exchanged and understood by 2 or more people, usually with the intent to motivate or influence to others
Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news? a. Face-to-face b. E-mail c. Instant messaging d. Telephone e. Handwritten letter
Face to face
Which of these is the richest medium for communication? a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. Voice mail
Face to face
Which communication channel would be most successful to inform managers of impending companywide layoff? a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. None of these
Face to face contact
A good listener is passive and laid back.
False
A poor listener listens to central themes.
False
An example of upward communication is performance feedback.
False
Asking questions and paraphrasing what is said are examples of poor listening skills.
False
Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.
False
Communication is the process by which information is transmitted from the speaker to the listener.
False
Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals
False
For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.
False
Formulating in your mind what you are going to say next is an important part of effective listening.
False
Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.
False
In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even disloyal.
False
Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment
False
Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.
False
Managers spend 80 percent of every working day reading or writing.
False
Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps.
False
Personal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.
False
Research finds that the most effective way to persuade and influence others is by issuing directives.
False
Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding
False
Team communication is a form of downward communication.
False
Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions
False
The airing of grievances and complaints typically flows from top managers downward.
False
The most familiar and obvious flow of informal communication is downward communication.
False
The topics covered in upward communication are indoctrination and implementation of goals and strategies.
False
To prevent panic during a time of crisis, managers should hide the truth from employees and stakeholders.
False
Types of information generally communicated upwards include performance reports, suggestions for improvement and performance feedback.
False
Verbal communication refers to the pitch, tone, and timbre of one's voice, whereas vocal communication refers to the actual spoken words.
False
When using written communication in the workplace, it is necessary to use technical jargon and terminology to make it seem like you know what you are talking about.
False
Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.
False
____ is necessary for communication to be considered two-way. a. Message b. Channel c. Feedback d. Noise e. Circuit
Feedback
Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization? a. Formal communication b. Horizontal communication c. Downward communication d. Upward communication e. Diagonal communication
Formal communications
The learned behaviors associated with being male or female are referred to as: a. Racial roles b. Ethnocentrism c. Plurality d. Stereotypes e. Gender roles
Gender Roles
Which of the following is the best advice for written communication that is highly important? a. Use technology channels to distribute the message b. Use pretentious language c. Keep it long d. Use jargon e. Get a second opinion
Get a second opinion
Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements? a. Downward communication b. Horizontal communication c. Upward communication d. Vertical communication e. Informal communication
Horizontal communication
Upward communication is usually used to communicate information about all of the following EXCEPT a. suggestions for improvement. b. performance reports. c. indoctrination. d. financial and accounting information. e. grievance and disputes.
Indoctrination
____ refers to messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies. a. Job instructions b. Implementation of strategies c. Practices d. Performance feedback e. Indoctrination
Indoctrination
Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic? a. Goals b. Practices c. Performance feedback d. Indoctrination e. Job instructions
Job instructions
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. Virtual communication b. Formal communication c. Lateral communication d. Downward communication e. Upward communication
Lateral communication
Which of the following is(are) part of keys to effective listening? a. Listen for facts b. Listen for ideas c. Be passive, laid back d. Have preconceptions e. All of these
Listen for ideas
When informing your staff of the date for the company picnic, a ____ would be most practical and successful. a. Memo b. Telephone c. Video conference d. Face to face contact e. Newspaper notice
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. Listening b. Nonverbal communication c. Empathizing d. Direct communication e. Nuance communication
Nonverbal communication
____ is defined as communication transmitted through actions and behaviors rather than through words. a. Verbal communication b. Oral communication c. Written communication d. Nonverbal communication e. Electronic mail
Nonverbal communication
Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing which of the following? a. Informal channel of communication b. Personal communication network c. Organizational grapevine d. Focus group e. Career pathway team
Personal communication network
____ is the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries. a. Personal networking b. The grapevine c. Dynamic relationship d. Network nurturing e. Fundraising
Personal networking
Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is an example of which topic of upward communication? a. Problems and exceptions b. Suggestions for improvement c. Performance reports d. Grievances and disputes e. Financial and accounting information
Problems and exceptions
Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message
Providing feedback
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 a way to achieve the goals. a. image b. idea c. purpose d. communication e. need
Purpose
Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message? a. Sender b. Receiver c. Channel d. Filter e. Middleman
Receiver
Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as: a. Non-routine messages b. Routine messages c. Instant messages d. Grapevine messages e. Qualitative messages
Routine messages
____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals. a. Tactical discussion b. Strategic conversation c. Intentional chat d. Calculated exchange e. Deliberate talk
Strategic
____ are examples of channels which managers might choose to use when communicating with employees. a. Newsletter, telephone, and feedback b. Telephone, electronic mail, and memo c. Television, encoding, and letter d. National newspapers and television e. All of these
Telephone, electric mail and memo
The capacity of an information channel is influenced by all of these except a. the ability to establish a personal focus. b. the ability to handle multiple cues simultaneously. c. the ability to facilitate rapid, two-way feedback. d. the ability to minimize costs. e. both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.
The ability to minimize costs
Which of the following links employees in all directions, ranging from the president through middle management, support staff, and line employees? a. Management by wandering around b. Vertical communication c. Diagonal communication d. The grapevine e. Upward communication
The grapevine
A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.
True
A formal communication channel is a communication channel that flows within the chain of command.
True
Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.
True
An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.
True
An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.
True
Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a lowcost, always-fresh real-time link between organizations and customers, employees, the media, and investors.
True
By selecting rich channels managers can communicate nonroutine messages effectively.
True
Communication can break down if sender and receiver do not encode or decode language in the same way.
True
Communication permeates every management function.
True
Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.
True
Face-to-face discussion is the richest channel, in terms of channel richness.
True
Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.
True
Grapevine is a type of personal channel used in many organizations.
True
Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.
True
Impersonal written media, including fliers and bulletins, are the lowest in channel richness.
True
Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.
True
Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change
True
Managers should develop and use formal communication channels in all directions.
True
Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.
True
Methods for managing communication include personal networks, nonverbal communication, and multiple channels.
True
Performance reports and suggestions for improvement are two types of upward communication.
True
Procedures and practices are downward communication topics that define the organization's rules, regulations, benefits, and structural arrangements.
True
Research has found that communication channels differ in their capacity to convey information.
True
Routine messages tend to be simple and straightforward, such as conveying data or statistics.
True
The choice of a communication channel can convey a symbolic meaning to the receiver.
True
The major problem with downward communication is drop off, the distortion or loss of message content.
True
The process by which information is exchanged and understood by two or more people is the definition of communication.
True
The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.
True
The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.
True
The sender must encode the message and select a communication channel after developing the message.
True
The use of email continues to grow, with 21 percent growth in new users over one year from 2008 to 2009.
True
To improve writing skills, managers must respect the reader.
True
To inspire employees to achieve goals in today's difficult economic environment, some male managers are shifting to a more female-oriented communication style.
True
When building a personal communication network, it is important to build it before you need it.
True
When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.
True
Many organizations use suggestion boxes, open door policies, and surveys to facilitate a. upward communication. b. downward communication. c. formal communication. d. informal communication. e. diagonal communication
Upward communication
Compared to men, women tend to a. use verbal language to exhibit knowledge and skill. b. stare and point more. c. enjoy demonstrating their knowledge. d. use their unique conversational style to show involvement. e. value their position at center stage.
Use their unique conversational style to show involvement
According to the text, all of the following are ways managers can improve their writing skills EXCEPT: a. Write lengthy explanations b. Respect the reader c. Get a second opinion d. Know your point and get to it e. Write clearly rather than impressively
Write lengthy explanations
An example of non-verbal communication is all of these except a. posture. b. facial expression. c. voice. d. written memo. e. body language
Written memo
Characteristics of a good listener are someone who a. asks questions, listens for facts, and avoids distractions. b. asks questions, summarizes, and listens to central themes. c. shows interest, judges content, and has preconceptions. d. listens between lines, starts to argue, and works hard. e. shows interest, works hard, and starts to argue.
asks questions, summarizes, and listens to central themes
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
When a group of workers have routine tasks to perform, a ____ communication structure allows more time for the task to be completed. a. linear b. centralized c. decentralized d. gossip e. team
centralized
For complex problems, a ____ network is most effective for swift, accurate problem resolution. a. linear b. centralized c. decentralized d. all of these e. linear and centralized
decentralized
Information distortion or loss of message content is a major problem with a. upward communication. b. formal communication. c. downward communication. d. informal communication. e. horizontal communication.
downward communications
Non-verbal communication has the biggest impact when using ____. a. video conference b. telephone c. formal letter d. face to face communication e. newspaper article
face to face communication
Keys to effective listening include all of the following EXCEPT a. find areas of interest. b. listen for ideas. c. be responsive. d. have preconceptions. e. all of these are keys to effective listening.
have preconceptions
Good listeners exhibit all of the following characteristics EXCEPT a. asking questions. b. having preconceptions. c. tolerates bad habits. d. judges content, not delivery errors. e. all of these.
having preconceptions
The skills of ____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message. a. communication b. listening c. managing d. reception e. telling
listening
____ is(are) typically ambiguous, concern novel events, and impose great potential for misunderstanding. a. Nonroutine messages b. Channel richness c. Routine messages d. Feedback e. Nonverbal communications
non-routine messages
Messages that appraise how well individuals and departments are doing their jobs are called a. job instructions. b. implementation of strategies. c. practices. d. performance feedback. e. indoctrination.
performance feedback
____ channels are channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority. a. Management by wandering around b. Upward communication c. Personal communication d. Horizontal communication e. Downward communication
personal communication
Downward communication is usually used to communicate information about all of the following EXCEPT a. indoctrination. b. procedures. c. performance feedback. d. suggestions for improvement. e. implementation of goals.
suggestions for improvement
A centralized network is one in which a. team members are free to interact with any of the team members. b. team members communicate through one individual to make decisions. c. team members communicate with an assigned partner. d. team members work independently and there is no need for communication. e. none of these.
team members communicate through one individual to make decisions