CH 11. Communication Functions and Process

Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her by saying, "How are you today?" every morning, she typically replied by saying "I'm good," while Britishers typically say, "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable," while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in

) semantics and connotations

Which of the following Big Five personality traits has been identified as the most important trait in effective leaders?

Answer : extraversion Explanation of Answer : A comprehensive review of leadership literature, when organized around the Big Five, has found extraversion to be the most important trait of effective leaders but more strongly related to leader emergence than to leader effectiveness. Conscientiousness and openness to experience also showed strong relationships to leadership, though not quite as strong as extraversion.

10) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who is the first sender in this scenario?

Ann

Which of the following is true with regard to mentorship?

Answer : Informal mentoring programs inadvertently discriminated against minority groups. Explanation of Answer : In the United States, upper managers in most organizations have traditionally been white males, and because mentors tend to select protégés similar to themselves in background, education, gender, race, ethnicity, and religion, minorities and women are less likely to be chosen.

What can managers do to make sure that important information is not withheld from them through silence?

Answer : listen to and support diverse opinions Explanation of Answer : Silence is less likely where minority opinions are treated with respect, work group identification is high, and high procedural justice prevails. Practically, this means managers must make sure they behave in a supportive manner when employees voice divergent opinions.

The emotional expression function of communication involves ________.

Answer : members of the organization showing their satisfaction and frustrations Explanation of Answer : The work group is a primary source of social interaction for many employees. Communication within the group is a fundamental mechanism by which members show their satisfaction and frustrations. Communication, therefore, provides for the emotional expression of feelings and fulfillment of social needs.

A transactional leader is likely to ________.

Answer : reward employees for the work that they have done, thus recognizing accomplishments Explanation of Answer : A transactional leader is likely to reward employees for the work that they have done, thus recognizing accomplishments.

Max Hiller was recently hired by Sync, a consumer goods company. During his first meeting with the sales team, Max impressed upon his team that work performance is the only criterion he would use to evaluate them. To help them perform well and meet their targets, he pushed his team to work extra hours. He also gave very clear instructions to each member regarding their job responsibilities and continually verified if they were meeting their targets. Which of the following, if true, would weaken Max's approach?

Answer : Max's sales team is comprised of independent and experienced employees who are committed to their jobs. Explanation of Answer : The fact that Max is leading many new employees who have joined his team directly after training strengthens his directive approach. The fact that Max's team functions in a sluggish manner and picks up pace only a week or so before the monthly operations cycle meetings also strengthens his directive approach. The fact that Max's sales team is comprised of independent and experienced employees who are committed to their jobs weakens his directive approach in leading them. This is because directive leadership is likely to be perceived as redundant among employees with high ability or considerable experience. The fact that Max's team does not display high levels of cohesiveness and members fail to coordinate with each other shows that the team requires a directive leader. The fact that sales figures for the region that Max's team is responsible for have improved in the last quarter does not strengthen or weaken Max's approach as he has been hired only recently and the rise in revenue for this region could be attributed to many other factors.

Which of the following is true of substitutes?

Answer : Substitutes are factors and conditions that replace formal leadership. Explanation of Answer : A theory of leadership suggests that in many situations, leaders' actions are irrelevant. Experience and training are among the substitutes that can replace the need for a leader's support or ability to create structure. Organizational characteristics such as explicit formalized goals, rigid rules and procedures, and cohesive work groups can also replace formal leadership.

Gehring Services is a company organized around a strong management which values experience, knowledge, and structure. The company has a detailed framework of rules, procedures, and guidelines in place to help employees respond to problems in an orderly manner. Mails, memos, and notifications are used to communicate between managers, employees, and the management. Despite such provisions to help in structuring and executing work, the company incurs losses for delays and quality issues. One of their key clients had asked for two similar projects to be delivered by the teams headed by Briony and Benedict. While Benedict's team completed the project successfully on time, Briony's team had to implement numerous last minute changes to meet client specifications and she ended up delivering the project over a week late. Which of the following, if true, would explain this delay in Briony's submission?

Answer : The company stipulated that all communication be in the upward or downward mode only to ensure clarity and control. Explanation of Answer : The fact that Briony's team was comprised of members who generated a lot of positive synergy while working together does not explain the delay in the team's submission. The fact that Briony and Benedict had teams comprised of equal members and were allocated company resources in equitable manner does not explain the delay in Briony's project submission. The fact that the company stipulated that all communication be in the upward or downward mode does explain the delay in Briony's project submission. Because Gehring services strictly adheres to the formal vertical structure for all communications, it has become inefficient. Lateral communication occurring with management's knowledge and support can be beneficial in such a situation. The fact that Briony had a good track record with clients who trusted her to do a good job does not explain the delay in her project submission. The fact that the management allowed Briony's team an extension to complete the project is a consequence of the delay.

Treesa Mayering recently began her first job at a PR firm called Pro as a copywriter. Her job involves creating scripts for press releases, advertisements, and other media events. She has been working under the guidance of Will Preston, the senior copywriter. Treesa, who has no prior experience in this job, had worked on scripts for advertisements and online brochures alone, when she was asked to work on a press release for the first time. Will reviewed Treesa's script and sent her an e-mail full of detailed corrections which she promptly implemented. However, when Will looked at the script later, he felt that it did not represent a significant improvement of her first draft. Which of the following, if true, would best explain this outcome?

Answer : The feedback provided by Will was not elaborate and comprehensive enough. Explanation of Answer : The fact that the feedback provided by Will was not elaborate and comprehensive enough does explain this outcome as his choice of communication channel was not rich enough to convey the message he intended to communicate. The fact that Treesa took a lot of time to implement Will's corrections and revise her script does not explain this outcome. The fact that Treesa was hired because she demonstrated considerable analytical and creative thinking skills in her pre-employment tests does not explain this outcome. The fact that Will routinely e-mailed feedback on scripts does not explain this outcome. The fact that Will believed that Treesa's understanding of his e-mailed feedback would be accurate is an assumption that does not completely explain this outcome.

________ is defined as a psychological state that exists when you agree to make yourself vulnerable to another because you have positive expectations about how things are going to turn out.

Answer : Trust Explanation of Answer : Trust is a psychological state that exists when you agree to make yourself vulnerable to another because you have positive expectations about how things are going to turn out. Even though you aren't completely in control of the situation, you are willing to take a chance that the other person will come through for you.

Written communication is characterized by ________.

Answer : a high degree of tangibility and verifiability Explanation of Answer : Written communication is often tangible and verifiable. Both the sender and receiver have a record of the communication; and the message can be stored for an indefinite period.

Maurice Harper is a friendly and warm manager who starts her day at work by personally greeting her colleagues and subordinates. Maurice is often seen listening sincerely to employees' concerns and problems. She takes the initiative to hold programs to renew and improve the skills of current employees. Most of her employees know that she is accessible for help and information at all times .Maurice is a(n) ________ leader.

Answer : employee-oriented Explanation of Answer : According to the behavioral dimensions of leaders identified by the University of Michigan's Survey Research Center, the employee-oriented leader emphasized interpersonal relationships by taking a personal interest in the needs of employees and accepting individual differences among them.

18) In the communication process, decoding precedes encoding.

FALSE

20) Brian Grazer found good communication makes organizations successful. Communication is powerful: no group or organization can exist without sharing meaning among its members.

FALSE

Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her saying "how are you today?" every morning, she typically replied saying "I'm good" while Britishers typically say "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable" while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in the scena

Answer : semantics and connotations Explanation of Answer : Barriers between cultures can be caused by many factors. Here, semantics and connotation differences seem to be causing the miscommunication. Barriers caused by semantics reflect that words mean different things to different people, particularly people from different national cultures. Barriers caused by word connotations are a result of the fact that words imply different things in different languages.

In a communication process, the ________ initiates a message by encoding a thought.

Answer : sender Explanation of Answer : In a communication process, the sender initiates a message by encoding a thought.

Leadership is best defined as ________.

Answer : the ability to influence a group toward the achievement of a vision or set of goals Explanation of Answer : Leadership can be defined as the ability to influence a group toward the achievement of a vision or set of goals. Leaders can emerge from within a group as well as by formal appointment.

Which of following best represents "e-mail bankruptcy"?

Answer : wiping out your entire inbox and starting over Explanation of Answer : E-mail bankruptcy involves wiping out your entire inbox and starting over.

What are 3 barriers to effective communication?

Filtering Communication apprehension Information overload

1) Which of the following statements is true with regard to communication?

Communication involves the transfer and understanding of meaning

Which of the following statements is true with regard to communication? Communication cannot be used to motivate and control employees in an organization. Communication involves the transfer and understanding of meaning. Communication involves the mere imparting of meaning to another person or group. Perfect communication is not dependent on a channel and its richness. Perfect communication results in dissimilar mental models.

Communication involves the transfer and understanding of meaning. Communication must include both the transfer and the understanding of meaning. Perfect communication, if it existed, would occur when a thought or idea was transmitted so the receiver perceived exactly the same mental picture as the sender. Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. LO: 11.1: Describe the functions and process of communication.

ording to the Ohio State Studies of behavioral leadership, what are the 2 dimensions of leadership behavior that make a good leader?

Consideration Initiating structure

48) Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors?

Encouraging employees to communicate their concerns and suggestions

describes the way of discussing a given set of alternatives and arriving at a solution. a. With groupshift, group members tend to exaggerate the initial positions they hold.

Group shift

Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First, he must talk to his immediate supervisor, who will then discuss the issue with her department director before any change can be implemented. Peter is most likely to be a part of the ________ type of small-group communication networks.

chain network

________ is a condition in which information inflow exceeds an individual's processing capacity. Information scarcity Information richness Information architecture Information inequity Information overload

Information overload Information overload is a condition in which information inflow exceeds an individual's processing capacity. LO: 11.3: Contrast oral, written, and nonverbal communication.

13) Which of the following statements is true regarding an informal communication channel?

It is generally used for communicating personal or social messages.

11) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in this scenario?

Jennifer

8) With reference to the communication process, the ________ is the medium through which the message travels.

channel

46) The informal communication network in an organization is ________.

characterized by ambiguity

29) Which of the following is a unique advantage of lateral communication?

Lateral communication occurring with management's knowledge and support can be beneficial even if it does not follow the formal vertical structure

is the ability to influence a group toward the achievement of a vision or set of goals.

Leadership

Which theory of leadership proposes that followers attribute heroic or extraordinary leadership abilities when they observe certain behaviors?

charismatic leadership theory

23) Which of the following is an example of downward communication?

Ray is holding his monthly meeting with his team in which he informs them of their monthly targets.

17) The sender, the message, and the receiver are all parts of the communication process.

TRUE

19) It's important to remember that persuasion can benefit or harm an organization.

TRUE

30) Managers can identify influencers (highly networked people trusted by their coworkers) by noting which individuals are small talkers (those who regularly communicate about insignificant, unrelated issues).

TRUE

31) Communication that flows from one level of a group or organization to a lower level is called downward communication.

TRUE

32) Lateral communication is often created to short-circuit the vertical hierarchy within an organization.

TRUE

33) The all-channel network permits group members to communicate actively with each other.

TRUE

47) Managers should minimize the negative consequences of rumors by limiting rumors' range and impact.

TRUE

26) Which of the following is an example of upward communication?

The assembly line workers have conducted a signature campaign asking for the revision of the old pay scales

51) Which of the following statements is true regarding oral communication?

The sender can quickly obtain feedback from the receiver

Which of the following statements is true regarding oral communication? It is tangible and verifiable. It can be stored for an indefinite period. The sender can quickly obtain feedback from the receiver. As compared to written communication, it is more likely to be well thought out, logical, and clear. In the case of oral communication, the possibility of distortion of the message decreases.

The sender can quickly obtain feedback from the receiver. The advantages of oral communication are speed and feedback. We can convey a verbal message and receive a response in minimal time. If the receiver is unsure of the message, rapid feedback allows the sender to quickly detect and correct it. The major disadvantage of oral communication surfaces whenever a message has to pass through a number of people: the more people, the greater the potential distortion. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

38) Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First, he must talk to his immediate supervisor, who will then discuss the issue with her department director before any changes can be implemented. Peter is most likely a part of a ________ small-group network.

chain

15) In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended.

feedback

Written communication is characterized by ________. a high degree of potential distortion the speed of transmission and feedback the availability of nonverbal cues a high degree of tangibility and verifiability minimal time required for transmission and feedback

a high degree of tangibility and verifiability Written communication is often tangible and verifiable. Both the sender and receiver have a record of the communication, and the message can be stored for an indefinite period. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

Filtering is a barrier to effective communication that takes place when ________. the interpretation of the message is affected by the receiver's emotion the information we have to work with exceeds our processing capacity a sender purposely manipulates information so the receiver will see it more favorably the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics receivers also project their interests and expectations into communications as they decode them

a sender purposely manipulates information so the receiver will see it more favorably Filtering refers to how a sender purposely manipulates information so the receiver will see it more favorably. LO: 11.6: Identify common barriers to effective communication.

43) Ideally, a chain network should be used when ________.

accuracy of information is most important

41) The ________ network is a type of formal small-group network that permits the entire group to actively communicate with each other.

all-channel

44) The criteria of member satisfaction is best met by the ________ type of formal small-group network.

all-channel

The criteria of member satisfaction is best met by the ________ type of formal small-group network. hierarchical wheel chain traditional all-channel

all-channel When the criteria for evaluating the efficacy of small-group networks is member satisfaction, chain and wheel networks have moderate and low efficacy, while an all-channel network provides high efficacy on this criteria. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

A relatively superficial consideration of evidence and information making use of heuristics is defined as ________.

automatic processing

12) Formal information channels are characterized by ________.

being compliant with the organizational authority chain

37) The ________ network is a type of formal small-group network that rigidly follows the formal and hierarchical levels of command.

chain

Before buying her new phone, Gina listed the various requirements her new phone must meet. As a wedding planner, much of her work revolves around using e-mail to forward pictures of locations, designs, and food arrangements that she could categorize by themes and prices. She requires a phone with high storage capacity, speedy Internet, and easy-to-use methods to organize and save content. After listing these requirements, she fixed a budget and began surveying phones online. She also obtained information from friends. In a week's time, Gina had shortlisted three models that suited her needs and was ready to make the final choice. Gina used ________ to arrive at this decision. superficial processing heuristic processing controlled processing selective processing automatic processing

controlled processing Controlled processing is a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy but helps an individual make better decisions. This is the type of processing Gina used to select the phone she had to buy. LO: 11.6: Identify common barriers to effective communication.

14) When the receiver of a communication translates the message, it is known as ________.

decoding

Which of the following is not a recommendation to writing e-mails? make the subject line short and topic-related offer a greeting and salutation do not use bullet points always check your spelling reply within 24 hours

do not use bullet points All are suggestions for writing e-mails except it is recommended to use bullets points, not avoid them. LO: 11.3: Contrast oral, written, and nonverbal communication.

22) Communication that flows from one level of a group or organization to a lower level is called ________.

downward communication

2) Norah Baines is one of the most devoted teachers at Oakwood Academy. She has been working with the institution for seven years and is expecting a promotion soon. However, Norah's candidacy for this promotion is passed over in favor of another less experienced male employee due to, in Norah's view, her plans to start a family soon. Consequently, Norah expresses her concerns and even complains to other teachers and expresses her frustration and disappointment. Norah's communication falls into the ________ aspect of communication.

emotional sharing

Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors? initiating disciplinary action against the employee who started the rumor refusing to comment on issues that appear to be controversial and unfair creating a more informal communication environment at the workplace encouraging employees to communicate their concerns and suggestions ignoring the rumor as rumors grow because of the attention given to them

encouraging employees to communicate their concerns and suggestions To reduce the negative consequences of rumors, managers must provide information, explain actions and decisions that appear to be unfair, refrain from victimizing the messenger, and maintain open communication channels inviting employee suggestions and ideas. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

In the video shown in class, Colin Powell argued that confidence is the most important aspect of leadership.

false

Transactional leaders inspire followers to transcend their self-interests for the good of the organization and can have an extraordinary effect on their followers.

false

In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended. filtering signal feedback encoding noise

feedback Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved. LO: 11.1: Describe the functions and process of communication.

16) Which of the following is the final step in the communication process?

feedback loop

45) Which of the following represents the informal communication network in an organization?

grapevine

Which of the following represents the informal communication network in an organization? feedback loop grapevine chain network all-channel network wheel network

grapevine The informal communication network in a group or organization is called the grapevine. Although the grapevine may be informal, it's still an important source of information. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

Nellie Fritz, the head of client support services at Olson Inc., is very popular among her subordinates. Many believe that Nellie has a knack for getting the work done without making the employees feel pushed into a corner. She is often seen speaking to her subordinates and support staff about their families, helping them with any personal problems they have, and praising employees for their good work. In light of the Ohio State Studies (behavioral theory of leadership), this indicates that Nellie, as a leader, is ________.

high in consideration

4) Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication.

information

Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication. filtering information emotional expression control informal

information Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. The final function of communication is to facilitate decision making. Communication provides the information individuals and groups need to make decisions by transmitting the data needed to identify and evaluate choices. LO: 11.1: Describe the functions and process of communication.

Which of the following is NOT a cultural barrier to communication?

information overload

27) Communication that takes place among members of work groups at the same level is known as ________ communication.

lateral

28) Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. Although the latest marketing strategy announced that a new product would be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication.

lateral

Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. Although the latest marketing strategy announced that a new product would be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication. lateral grapevine diagonal upward downward

lateral When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, it is described as lateral communication. The marketing manager and the production manager belong to the same hierarchical level but represent different divisions; their communication is an example of lateral communication. LO: 11.2: Contrast downward, upward, and lateral communication through small-group

What can managers do to make sure that important information is not withheld from them through silence? engage in selective perception listen to and support diverse opinions deal with information overload hire employees with high emotional intelligence tell employees what they want to hear

listen to and support diverse opinions Silence is less likely where minority opinions are treated with respect, work group identification is high, and high procedural justice prevails. Practically, this means managers must make sure they behave in a supportive manner when employees voice divergent opinions. LO: 11.6: Identify common barriers to effective communication.

Trait theories of leadership focus on ________.

the personal qualities and characteristics that differentiate leaders from nonleaders

Which of the following is desirable with regard to persuasive communication? increasing the degree of noise in the communication process manipulating information so the receiver will see it more favorably engaging in selective perception processing a lot of information even if it exceeds our capacity matching the type of message with the type of audience

matching the type of message with the type of audience It is important to match the persuasive message to the type of processing your audience is likely to use. When the audience is not especially interested in a persuasive message topic, when they are poorly informed, when they are low in need for cognition, and when information is transmitted through relatively lean channels, they'll be more likely to use automatic processing. In these cases, use messages that are more emotion-laden and associate positive images with your preferred outcome. On the other hand, when the audience is interested in a topic, when they are high in need for cognition, or when the information is transmitted through rich channels, then it is a better idea to focus on rational arguments and evidence to make your case. LO: 11.5: Differentiate between automatic and controlled processing of persuasive messages.

emotional sharing

members of the organization showing their satisfaction and frustrations

7) The ________ is the actual physical product of the sender's encoding.

message

Which of the following forms of communication is characterized by the use of only body movements, intonations, facial expressions, and physical distance to communicate? written communication downward communication nonverbal communication lateral communication upward communication

nonverbal communication Nonverbal communication deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Downward, upward, and lateral communication may or may not be nonverbal. LO: 11.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine.

24) Which of the following is a disadvantage of downward communication?

one-way nature

What are the three types (or modes) of communication?

oral , non-verbal, written

5) Before communication can take place, a ________ is required.

purpose

Before communication can take place, a ________ is required. filter channel receiver purpose decoder

purpose Before communication can take place, it needs a purpose, a message to be conveyed between a sender and a receiver. The key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback. LO: 11.1: Describe the functions and process of communication.

9) With reference to the communication process, the ________ is the one to whom the message is directed, who must first translate the symbols into understandable form.

receiver

Which of the following communication channels provides the lowest information richness? online group discussions face-to-face conversations telephone conversations voice mail reports and bulletins

reports and bulletins Rich communication channels can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Impersonal written media such as formal reports and bulletins rate lowest in richness. LO: 11.4: Describe how channel richness underlies the choice of communication method.

42) The all-channel network is practiced most commonly in ________.

self-managed team

Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her by saying, "How are you today?" every morning, she typically replied by saying "I'm good," while Britishers typically say, "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable," while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in

semantics and connotations Barriers between cultures can be caused by many factors. Here, semantics and connotation differences seem to be causing the miscommunication. Barriers caused by semantics reflect that words mean different things to different people, particularly people from different national cultures. Barriers caused by word connotations are a result of the fact that words imply different things in different languages. LO: 11.7: Discuss how to overcome the potential problems of cross-cultural communication.

6) In a communication process, the ________ initiates a message by encoding a thought.

sender

When attempting to communicate a written message persuasively, it is desirable that ________. the receiver has an information overload the sender has a high need for cognition the sender has used phrases and jargon to clarify the meaning of the message the receiver and the sender can view each other's nonverbal cues the receiver is in a positive mood

the receiver is in a positive mood One may interpret the same message differently when he or she is angry or distraught than when he or she is happy. People in negative moods are more likely to scrutinize messages in greater detail, whereas those in positive moods tend to accept communications at face value. LO: 11.6: Identify common barriers to effective communication.

Which of the following is NOT a contingency model of leadership?

trait theory

Authentic leaders know who they are, know what they believe in and value, and act on those values and beliefs openly and candidly.

true

Servant leaders go beyond their self-interest and instead focus on opportunities to help followers grow and develop.

true

Situational leadership theory focuses on matching the leader's style with the readiness of the followers.

true

a psychological state that exists when you agree to make yourself vulnerable to another because you have positive expectations about how things are going to turn out.

trust

25) Communication that flows to a higher level in the group or organization is called ________.

upward communication

Leaders who want to foster a climate that reinforces ethical behavior do all of the following except ________.

use their charisma to enhance power over followers, directed towards self-serving ends

39) The ________ network is a type of formal small-group network that relies on a central figure to act as the conduit for all the group's communication.

wheel