Bus. Com Final

Experts say that we ignore, forget, distort, or misunderstand

75 percent of everything we hear. BC: Experts say that we listen at only 25 percent efficiency. In other words, we ignore, forget, distort, or misunderstand 75 percent of everything we hear.

Which of the following is an example of external organizational communication?

A brochure sent to a prospective customer BC: A brochure sent to a prospective customer is an example of external organizational communication.

Which of the following is an example of an internal organizational communication?

A meeting of all department managers BC: A meeting of all department managers is an example of internal organizational communication.

Which of the following is an example of a soft skill?

All of these⎯being able to work well as part of a team, knowing how to engage in appropriate small talk at a business social function, and having good listening proficiency⎯are examples of soft skills. Other soft skills include oral and written communication skills, appropriate nonverbal behavior, and proper business etiquette.

Which of the following is an example of an informal organizational communication channel? A supervisor gives a performance appraisal to her subordinate. An employee suggests to his supervisor a way to increase productivity in his department. Sales team members hold a virtual meeting to discuss potential customers. An employee starts a blog to share her personal work experiences, opinions, and observations.

An employee starts a blog to share her personal work experiences, opinions, and observations. BC: A blog is an example of an informal communication channel.

Which of the following statements about laws is least accurate? People in accounting and finance should be aware of the Sarbanes-Oxley Act. Anything published on the Internet is in the public domain and can be used freely. Assume that anything produced privately after 1989 is copyrighted. The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission.

Anything published on the Internet is in the public domain and can be used freely. BC: Internet items are covered by copyright laws and cannot be used freely unless they are in the public domain.

Which of the following is an example of an internal disruption in the decoding process?

Brianna finds her mind drifting during a lecture as she thinks about her upcoming trip to Paris. BC: Daydreaming is an example of an internal disruption in the decoding process.

____________________ occurs when people interpret the meanings of words differently.

Bypassing

Christina spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Christina is engaging in

Christina is engaging in discriminative listening, which enables her to understand and remember what she is hearing. When engaging in discriminative listening, you must identify main ideas, understand logical arguments, and recognize the purpose of the message.

Miguel has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression?

Come prepared to the meeting by doing any preliminary work required.

____________________ is the transmission of information and meaning from one individual to another.

Communication

Select the best definition of communication. Communication is the transmission of information from one individual or group to another. Communication is the transmission of data from one individual or group to another. Communication is the transmission of information and meaning from one individual or group to another. Communication is the transmission of ideas from one individual or group to another.

Communication is the transmission of information and meaning from one individual or group to another. BC: Communication is the transmission of information and meaning from one individual or group to another.

Select the most accurate statement about eye contact.

Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.

Which of the following statements about listening to customers is least accurate?

Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.

Which of the following statements about team-based management is least accurate? Companies use team-based management as a way to empower employees and boost their involvement in decision making. When individuals on teams don't share the same background or training, working relationships can become strained. Some companies must hire communication coaches to help team members get along. Companies that use team-based management prefer to train employees in these skills rather than hire new workers who already possess these skills.

Companies that use team-based management prefer to train employees in these skills rather than hire new workers who already possess these skills. BC: Companies prefer to hire employees who already possess the skills necessary to work effectively as part of a team.

Which of the following statements about conflict is most accurate?

Conflict is a normal part of every workplace and every team.

A team must decide whether to adopt a new procedure for submitting expense claims. Team members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using?

Consensus BC: This group is using the consensus method, which requires all group members to reach agreement.

A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use?

Consensus BC: With consensus the discussion continues until all team members have aired their opinions and, ultimately, agree. Although time-consuming, this group decision-making method produces the most creative, high-quality discussion.

Raymond has been appointed team leader of a group that will develop his company's five-year strategic plan. He wants to ensure that his team avoids groupthink. What should he do?

Develop systematic procedures for the team to follow. BC: Having systematic procedures can help a team avoid groupthink.

Devon is responsible for planning a virtual meeting. What should he do before the meeting takes place to ensure that it is productive?

Devon should do all of these⎯make sure the technology is accessible to all meeting participants, set the meeting time using UTC, and encourage members to log on 15 minutes early. In addition, he should provide any necessary training, decide what language will be used, and distribute any materials that will be shared.

Aleksandr is having trouble concentrating on a report he is reading because his cell phone keeps ringing and his colleagues keep sending him text messages and tweets. What kind of communication barrier is this?

Digital interruptions BC: Knowledge workers such as Aleksandr are increasingly distracted by multitasking, digital and information overload, conflicting demands, and constant digital availability. These are examples of digital interruptions.

Which of the following statements is least accurate?

Employees should expect employers to provide them with a clearly defined career path. BC: Workers today should not presume that companies will provide them with a clearly defined career path.

____________________ refers to the conventional standards of right and wrong that prescribe what people should do.

Ethics

Alexandra knows that her soft skills will be evaluated during her job interview. Which of the following skills should she practice to prepare for her interview?

Etiquette expertise, nonverbal behavior, and oral communication skills are all examples of soft skills.

____________________ are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation.

Facts

As long as the message is properly transmitted from the sender to the receiver, successful communication has taken place.

False

Decoding is the process of converting an idea into words or gestures that will convey meaning.

False

Diverse workforces are not able to respond as effectively as homogeneous workforces to changes in local markets.

False

External communication includes sharing ideas and messages with superiors, coworkers, and subordinates.

False

Information flows through formal communication channels in three directions: downward, upward, and spiral.

False

Jacqueline, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager. This is an example of a downward flow of communication.

False

Janice believes her supervisor has done something wrong. She should immediately go to the head of the company to make sure that the wrongdoing doesn't continue.

False

Laura frequently uses her work computer to check personal e-mail; however, she feels what she is doing is acceptable because her colleagues use their computers much more than she does for personal activities. Laura has fallen into the self-deception ethical trap.

False

Most business schools today focus on teaching students how to earn short-term, immediate profits.

False

Richard just learned that an untrue, negative rumor about him is circulating around his workplace. He should ignore it because it will eventually go away.

False

The number of people in the workforce who telecommute is decreasing.

False

The process of communication begins when the receiver puts a message into writing.

False

The three primary business communication functions are to inform, to persuade, and to entertain.

False

Tonya, a company department manager, frequently communicates via e-mail with other department managers within the company. This is an example of an upward flow of communication.

False

You are born with the abilities to read, listen, speak, and write effectively.

False

Jamie has been asked by her boss to sign off on financial statements that she believes are false. Although she feels uncomfortable doing this, she's afraid that she'll be fired if she doesn't comply. Into what ethical trap has Jamie fallen?

False necessity trap Because Jamie has convinced herself she has no other choice, she has fallen into the false necessity trap.

____ helps the sender know whether the message was received and understood.

Feedback BC: Feedback helps the sender know that the message was received and understood.

Tracey is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite?

Five or fewer BC: When decisions need to be made, the best number is five or fewer participants.

A committee has been formed to rewrite the company's mission statement. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing?

Forming BC: During the forming phase of team development, individuals get to know each other.

Which of the following is an example of horizontal communication in an organization? Four payroll clerks meet to discuss a new payroll processing procedure. A supervisor submits a progress report about a current project to the vice president. An employee suggests a way to improve customer service. A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense account reports.

Four payroll clerks meet to discuss a new payroll processing procedure. BC: An example of horizontal communication in an organization involves four payroll clerks meeting to discuss a new payroll processing procedure.

Sandra is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along?

Generate a list of important but divergent topics that should be discussed later. BC: Sandra should generate a "Parking List" list, which is a list of important but divergent topics that should be discussed later.

Deborah will be leading a committee meeting and wants to make sure it is effective and efficient. What should Deborah do to get the meeting started?

Go over ground rules at the beginning of the meeting. BC: Deborah should open the meeting with a three- to five-minute introduction that includes the ground rules to be covered. Meetings should start on time even if some participants are missing. To avoid resentment, don't give a quick recap to anyone arriving late.

Which of the following statements about writing skills is most accurate? Writing skills in today's workplace are an advantage, but they are not a necessity. You are born with the skills to be a good writer. Having good writing skills can improve your chances for promotion and can result in higher earnings. Today's communication technologies have made writing obsolete.

Having good writing skills can improve your chances for promotion and can result in higher earnings. BC: The ability to write well on the job can have a positive impact on promotions and can result in significantly higher incomes.

You are talking with the president of your company about a possible merger. Which of the following is the most useful feedback you can provide during the conversation?

If I understand you correctly, your recommendation is that we go through with the merger. BC: Descriptive feedback such as "If I understand you correctly, your recommendation is that we go through with the merger" is more useful than evaluative feedback such as "There's no way this merger can possibly work."

____________________ language is language that does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age.

Inclusive

Naoko has just moved to the United States and is taking a class to improve her English skills. What interpersonal communication barrier is she trying to overcome?

Lack of language skill BC: To overcome barriers caused by a lack of language skill, each individual needs an adequate vocabulary, a command of basic punctuation and grammar, and skill in written and oral expression.

During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict?

Listen carefully to make sure they understand the problem. BC: The first step in the six-step procedure for dealing with conflict is to listen to make sure that you understand the problem.

Select the most accurate statement about meetings.

Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills. BC: Although meetings are often time-consuming, they can also be looked upon as opportunities to demonstrate leadership, communication, and problem-solving skills.

Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them. He is involved in which part of the communication process?

Message encoding BC: Encoding is the step in the communication process that involves converting the idea into words or gestures that will convey meaning to the receiver.

Which of the following statements about today's work environments is least accurate? The "anytime, anywhere" office requires only a mobile phone and a wireless computer. Many companies now have unassigned workspaces that are up for grabs as employees arrive to the workplace each day. Most communication in today's work environments is oral. Working from home or on the road makes communication skills even more important.

Most communication in today's work environments is oral. BC: Staying connected in today's work environments involves sending messages, most of which are written. This means that employees' writing skills are constantly on display.

Which of the following statements about ending a meeting is most accurate?

No one should leave the meeting without a full understanding of what was accomplished.

Which of the following statements about global competition is least accurate? Only medium and large companies compete globally. Many traditional U.S. companies generate more profit abroad than locally. Saturated local markets have encouraged companies to search for emerging markets around the world. Successful communication in global markets requires developing new skills and attitudes.

Only medium and large companies compete globally. BC: Small, medium, and large companies increasingly find themselves competing in global rather than local markets.

Which of the following statements comparing oral and written communication is least accurate? Written communication is preferred when a permanent record is needed. Written messages are generally more organized and well-considered than oral messages. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback. Oral communication is preferred when presenting formal or complex ideas.

Oral communication is preferred when presenting formal or complex ideas. BC: Written communication is better when presenting formal or complex ideas.

Jessica sends her résumé to several companies. Unfortunately, it is poorly formatted and contains several typographical errors. What kind of communication barrier may this cause?

Physical distraction BC: A poorly formatted résumé that contains typographical errors presents a physical distraction in the communication process.

Several factors may cause poor listening habits. Which of the following is not one of these factors?

Physical hearing disability BC: Factors that lead to ineffective listening skills include lack of training, the large number of competing sounds and stimuli in our lives, and the ability to process speech faster than others can speak.

Cameron is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener?

Remain silent for a few seconds after a customer finishes to be sure the thought is completed. BC: Trained listeners remain silent for a few minutes after a customer finishes to be sure the thought is completed.

Molly wants to become a better listener in the workplace. Which of the following is the best technique she can do to improve her listening skills?

Rephrase and summarize the speaker's message in her own words.

Sarah has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What advice would you give her?

Sarah should do all of these as team leader. BC: Sarah should do all of these⎯make sure that the team represents her organization's views, respect the organization's privileged information, and avoid advocating actions that would endanger members of society at large.

Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual. What type of decoding problem does this cause?

Semantic obstacle BC: Semantic obstacles, such as misunderstood words or emotional reactions to certain terms, can cause problems during the decoding process.

Hannah has just been appointed to a committee and wants to be a positive member. Which of the following is the best advice you can give her?

Share her ideas with other team members, even if they might not be adopted. BC: Contributing information and ideas is positive team behavior.

Jonathan was just hired as a human resources assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor?

Show his interest by leaning forward and striving for good eye contact.

Which of the following statements about nonverbal communication is the least accurate?

Standing up straight can make a person look arrogant. BC: Erect posture sends a message of confidence, competence, diligence, and strength.

Which of the following statements about workplace diversity is the most accurate? Teams with diverse membership are more likely to create the products that consumers demand. The number of older workers is decreasing. The white non-Hispanic population of the United States continues to grow. A diverse staff is less able to respond to changes in customer base in local and world markets.

Teams with diverse membership are more likely to create the products that consumers demand. BC: Teams members with various experiences and backgrounds are more likely to create the products that consumers demand.

Shondra has clients located throughout the world, and she would like to schedule a real-time meeting with them to present information about a new product. Which of the following communication technologies should she choose?

Teleconferencing or videoconferencing BC: Shondra should choose teleconferencing or videoconferencing; both communication technologies enable businesspeople to conduct real-time meetings with associates around the world.

Which of the following is not a form of nonverbal communication?

The adjectives used in a sales letter

Which of the following statements about meeting agendas is most accurate?

The agenda should include any premeeting preparation expected of participants. BC: An agenda should include any reports or materials that participants should read in advance.

Which of the following statements about formal and informal communication channels is most accurate? All relevant organizational information should flow through formal communication channels. Ideally, the heaviest flow of information within an organization should be downward from decision makers to workers. Managers should do everything possible to avoid grapevine communication within an organization. The longer the lines of communication, the greater the chance for message distortion.

The longer the lines of communication, the greater the chance for message distortion. BC: Messages are more likely to become distorted if they must travel through long lines of communication.

Which of the following statements about listening is most accurate?

Three quarters of high-quality communication involves listening.

Isabella has a habit of giving a thumbs-up sign every time she agrees with something. This functions as what type of nonverbal message?

To replace and substitute

A company's management team has come up with a strategic plan and will share it with all employees. This is an example of downward communication.

True

A free exchange of information helps boost efficiency and productivity within organizations.

True

Because of new communication technologies, writing skills are especially important today.

True

Being ethical makes good business sense.

True

Communication technologies such as e-mail, instant messaging, text messaging, cell phones, blogs, wikis, and wireless networking allow employees to collaborate and complete their work from anywhere in the world.

True

Creating an environment for useful feedback is an effective way to overcome communication obstacles.

True

Daniel has altered figures on his firm's financial statements to make revenues for the quarter look higher. He thinks that doing this will cause an increase in his firm's stock price, which will make stockholders happy. He has fallen into the ends-justify-the-means ethical trap.

True

Downsizing, cost-cutting measures, and the tremendous influx of temporary workers in the current workplace all contribute to the reduced feelings of trust employees feel toward their employers.

True

Ethics can be defined as "the conventional standards of right and wrong that prescribe what people should do."

True

Flattened management hierarchies allow companies to react more quickly to market changes.

True

In making hiring decisions, employers often rank communication skills among the most-requested competencies.

True

Knowledge and information workers are paid for their ability to learn and to think creatively and critically.

True

Managers can use the grapevine productively by sharing bad news as well as good news.

True

Many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication.

True

One advantage of oral communication over written communication is that it minimizes misunderstandings.

True

One disadvantage of written communication is that it can be dangerous.

True

Samantha's poor listening skills cause her to miss much of what her colleagues say during meetings. The barrier to communication she is experiencing is a lack of language skill.

True

Small, medium, and large companies increasingly find themselves competing in global rather than local markets.

True

Some states have passed "Plain English" laws that require businesses to write policies, warranties, and contracts in language comprehensible to average readers.

True

The best feedback to a message is descriptive rather than evaluative.

True

The key ingredients in today's economy are information and knowledge.

True

The sender of a message has primary responsibility for the success or failure of the communication transaction.

True

Today's organizations prefer interactive, fast-results communication, such as e-mail, instant messaging, text messaging, and cell phones.

True

Wes is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-Oxley regulation. This is an example of external communication.

True

You and your boss come from very different educational and professional backgrounds. You are most likely to experience communication barriers due to differing frames of reference.

True

Which of the following statements about virtual meetings is most accurate?

Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue. BC: Instead of meeting face-to-face, people in today's workplaces have found ways to exchange ideas, brainstorm, build consensus, and develop personal relationships virtually.

Which of the following statements about communication in today's business organizations is most accurate? Memos and letters still make up the dominant forms of communication in the workplace. Text messaging is considered unprofessional and is rarely used by business organizations. Web chat is becoming the preferred communication channel for online customer service. A company intranet can be accessed by anyone with Internet access.

Web chat is becoming the preferred communication channel for online customer service. BC: Web chat is rapidly becoming the preferred communication channel for online customer service because it allows immediate feedback.

Angelina uses her computer to access an online meeting room where she takes part in meetings with her department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Angelina and her colleagues are using what type of collaboration technology?

Web conferencing

Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were. Which of the following questions is not important as you decide what to do?

What is the best channel of communication to use in responding to your boss? BC: When faced with difficult ethical decisions, all of the questions shown are helpful except the question regarding deciding on a channel of communication.

Elizabeth will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting?

When presenting, she should project an upbeat, enthusiastic, strong voice. BC: Without eye contact and nonverbal cues, the best way to keep the attention of the audience is through a powerful voice.

Ryan says that he will answer his client's questions "soon." Ryan plans to answer the questions by early next week; his client expects the answers by the end of the day. This misunderstanding results from

bypassing. BC: Bypassing occurs when two people attach different meanings to the words being used.

The medium over which a message is physically transmitted, such as e-mail, cell phone, or spoken word, is called the ____________________.

channel

E-mails, cell phones, spoken words, letters, Web pages, and reports are all examples of

channels. BC: E-mails, cell phones, spoken words, letters, Web pages, and reports are all examples of communication channels.

When promoters of Kentucky Fried Chicken in China used their successful "finger-lickin' good" slogan, they didn't realize it would translate to "eat your fingers off." To avoid similar problems, the sender of the message must

choose appropriate words or symbols as part of the encoding process. BC: During the encoding process, the sender must select appropriate words or symbols that will not be misunderstood or misinterpreted by the receiver.

Knowledge and information workers must be able to think critically, make decisions, and

communicate information to others. BC: Knowledge and information workers must be able to think critically, make decisions, and communicate those decisions to others.

Differences in frames of reference are especially significant when

communicating with persons from a different culture. BC: Differences in frames of reference are especially significant when communicating with persons from a different culture because a person's frame of reference is formed by a combination of experiences, education, culture, expectation, personality, and other elements.

Jose is describing his new iPhone and uses his thumb and forefinger to demonstrate how thin it is. Jose's action functions to

complement and illustrate.

In listening to nonnative speakers in the workplace, you should not show impatience, finish sentences, judge accented speech negatively, or

correct grammar and pronunciation. BC: Listening to nonnative speakers requires patience and the willingness to avoid judging accented speech negatively, as well as avoiding pretending to listen. It's perfectly all right to tell a speaker that you're having a little difficulty understanding.

While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, "What questions do you have so far?" Clayton was striving to overcome interpersonal communication barriers by

creating an environment for useful feedback. BC: By asking his audience for questions, Clayton was creating an environment for useful feedback. Creating an environment for feedback can help a communicator clear up many misunderstandings.

Communication skills are

critical to effective job placement, performance, career advancement, and organizational success. BC: Surveys of employers consistently show that communication skills are critical to effective job placement, performance, career advancement, and organizational success.

Translating a message from its symbol form into meaning involves ____________________.

decoding

Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs. She is involved in the ____ part of the communication process.

decoding BC: Translating a message from its symbol form into meaning involves decoding.

Nadia is putting together a team to brainstorm product development ideas. Because she wants her team to be successful, the team should

develop procedures to guide them. BC: The best teams develop procedures to guide them.

Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.

downward

For years businesses have been flattening their management hierarchies. This flattening means that

employees at all levels must be skilled communicators. Nearly everyone in today's flattened organizations must be an excellent writer and communicator.

The process of converting an idea into words or gestures that will convey meaning is called ____________________.

encoding

The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while

encoding the message. BC: Encoding a message requires selecting words that convey a precise meaning.

The most effective groups and teams have members who are willing to

establish rules and abide by those rules.

An American sales team offended a group of Brazilian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Brazilian culture. The communication barrier in this instance could be attributed to

failure to recognize different frames of reference. BC: A significant barrier to communication in this instance could be attributed to failure to recognize different frames of reference.

The verbal and nonverbal responses of the receiver create ____________________, which helps the sender know that the message was received and understood.

feedback

Thomas includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message as a way to encourage

feedback. BC:Senders of messages can encourage feedback by including sentences such as "Let me know whether I can answer any questions."

Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, write clearly, use inclusive language, and

give credit when using the ideas of others. BC: Ethical business communicators strive to give credit when using the ideas of others. Ethical communication has little to do with the directional flow of communication, feedback, or choosing appropriate channels.

The most significant trends in today's dynamic workplace include team-based projects, flattened management hierarchies, and

global competition. BC: Some of the most significant trends in today's workplace include global competition, flattened management hierarchies, and team-based projects.

The three primary functions of business communication are to inform, to persuade, and to promote ____________________.

goodwill

The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships.

grapevine

Thinking creatively and critically means

having opinions that are backed by reason and evidence. BC: Thinking creatively and critically means having opinions that are backed by reason and evidence.

Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through ____________________ communication.

horizontal

Official information among workers typically flows through formal channels in three directions: downward, upward, and ____________________.

horizontally

The three basic functions of business communication are to

inform, persuade, and promote goodwill. BC: The three basic functions of business communication are to inform, persuade, and promote goodwill.

Today's economy is based on

information and knowledge. BC: Today's economy is based on information and knowledge. Physical labor, raw materials, and capital are no longer the key ingredients in the creation of wealth.

Kenna is communicating with a colleague in real time over the Internet using a private chat room. Kenna is using a communication technology called

instant messaging (IM). Instant messaging allows users to create a private chat room to communicate in real time over the Internet.

A(n) ____________________ or information worker is one who generates, processes, and exchanges information.

knowledge

Organizations form teams because teams are able to respond faster, demonstrate increased productivity, and

make better decisions. BC: One of the principal reasons that organizations form teams is that decisions made by teams are more accurate and effective because group members contribute different expertise and perspective.

Anything that interrupts the transmission of a message in the communication process is called ____________________.

noise

While reading an e-mail message from her boss, Mallory is distracted by numerous typographical and spelling errors. These errors that detract from the message and make it difficult to read are called

noise. BC: Noise is anything that interrupts the transmission of a message in the communication process, including typographical and spelling errors.

As her supervisor explains the new procedure, Rachel nods her head. Rachel's response is an example of

nonverbal feedback. Nonverbal feedback uses body language such as a head nod to let the sender know whether the message has been received and understood.

In the communication process, the individual for whom the message is intended is the ____________________.

receiver

An individual's frame of ____________________ is formed by a combination of experiences, education, culture, expectations, personality, and many other elements.

reference

Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face to face. Zachary is in the process of

selecting the channel for the message. BC: Selecting the channel for the message means deciding how the message will be sent to the receiver.

Allan manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should

send an e-mail or text message to inform the management staff. BC: Meetings should not be called to distribute information. An e-mail or text message would be most efficient to inform managers.

The person with whom the message originates is known as the ____________________.

sender

A task force charged with reducing overhead costs meets to define their roles and responsibilities and ways to reach the group's goals. Tension is fairly high among group members. The team is in the ____ phase of team development.

storming BC: In the storming phase of team development, members define their roles and responsibilities and often encounter conflict and tension.

The process of communication is successful only when

the receiver understands an idea as the sender intended it. BC: The process of communication is successful only when both the sender and the receiver agree on the meaning of what was transmitted.

The process of communication begins when

the sender has an idea. BC: The process of communication begins when the person with whom the message originates⎯the sender⎯has an idea.

Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague's ideas, and inflating grades on a résumé are examples of

unethical actions. BC: These actions are examples of unethical actions.

Feedback from employees to management forms the ____________________ flow of communication in most organizations.

upward

Eric is part of a team developing a new product idea aimed at a specific target market. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Eric is part of a

virtual team. BC: Eric and his colleagues are considered to be a virtual team, whose members use the Web and other communication technologies to help them exchange ideas; make decisions; and stay connected across space, time, and organization boundaries.