Chapter 15: Interpersonal and Communication: Mastering the Exchange

Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

1. Newsletter 2. text message 3. phone call 4. videoconference 5. face-to-face meeting

Which of the following is an example of a physical barrier to communication?

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

Match the type of formal communication (on the left) with its example (on the right) Vertical Horizontal External

Vertical: Anne submits her vacation request to her boss Horizontal: Suzie emails a coworker to inform him that she has finished her part of a team project External: Tamika emails a supplier to ask for a price quotation on a product

The process of actively decoding and interpreting verbal messages is known as _____ listening.

active

How does access to social media tend to increase an organization's productivity?

better communication among employees greater job satisfaction less employee turnover

The transfer of information and understanding from one person to another is known as _______.

communication

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?

cultural differences

Except in unusual circumstances, which employees are usually NOT allowed to text at work?

customer service representatives sales associates cashiers

active listening is the process of _____.

decoding and interpreting verbal messages

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

defensive; nondefensive

Good communicators are ______ and effective. That is, their messages are transmitted in a short time, and people understand them.

efficient

Miriam's employee explains the the was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating _____.

empathy

What is the ability to recognize and understand another person's feelings and thoughts?

empathy

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

Businesses can increase productivity by encouraging managers and employees to use social media too ______.

enhance their individual performance

Formal communication is of three types: vertical, horizontal, and _______.

external

True or false: the classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

false

True or false: the use of email has peaked and it is expected that the number of email users worldwide will continue to steadily decrease.

false

True or false: writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

false

Samantha sent an email to Joyce, letting her know about a job opening. Joyce quickly responded with an email, thanking Samantha. Joyce's response is an example of _____.

feedback

The expression of the receiver's reaction to the sender's message is known as ________.

feedback

The term ______ describes when the receiver expresses his or her reaction to the sender's message.

feedback

An organization's ______ communication channels include official memos, letters, reports, and announcements.

formal

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _______ communication.

formal

The basic types of barriers to communication are physical, personal, cross-cultural, nonverbal, and _____ differences.

gender

What tips are recommended for building a professional network of contacts?

identify your career goals, and target contacts who will help you achieve them build networks that serve your professional purposes

What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization?

informal

What are some of the main causes of poor listening in modern times?

information overload cell phones mindlessness

How does having a social media policy benefit a business?

it helps prevent employees from posting inappropriate online comments that damage the company's reputation

How well a particular medium conveys information and promotes learning is called _____.

media richness

An email, a handwritten notice, or a voicemail are each an example of a _______ in the communication process.

medium

In communication, _____ (men or women?) are more likely to use "I" statements.

men

Which statements accurately describe the way gender influences communication?

men are less likely to admit when they feel uncertain women tend to provide more information than is needed

Nanci needs to let Morgan know that the production line will be down until tomorrow and the items she needs to ship to the customer won't be ready on time. The information Nanci wants to share is called the _______.

message

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

mindlessness

Which actions could be considered micro aggressions if they happen repeatedly?

mispronouncing a person's name interrupting someone who is speaking avoiding eye contact

Building and maintaining a wide array of professional contacts is called _____.

networking

Any disturbance that interferes with the transmission of a message in the communication process is known as _______.

noise

During the professor's lecture, Jake was distracted by a classmate's coughing. This distraction is an example of _____ in the communication process.

noise

After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of _____ communication.

nondefensive

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.

nonverbal

What type of communication consists of messages sent outside of the written or spoken word?

nonverbal

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

online social media

The wall separating Henri from his manager has made it hard to hear what his manager was saying. The wall is an example of a _____ barrier.

physical

Which of the following are types of barriers to communication? (Check all that apply.)

physical barriers cross-cultural barriers personal barriers

In the communication process, the person for whom the message is intended is the ________.

receiver

The digital era and social media have caused major problems for businesses, including security breaches and ______.

reduced productivity due to handling large volumes of e-mail

Which elements often become cross-cultural barriers to communication?

religious beliefs ethnocentrism nonverbal gestures

Which personal attributes are important for a career in business communication?

self-awareness self-efficacy self-motivation

In the communication process, the __________ is the person wanting to share information.

sender

Sarah email's Joyce to let her know about a job opening. What is Sarah's role in the communication process?

sender

Colin decided to use Facebook to announce the new product his company is introducing. Facebook is an example of _____ media.

social

To prepare for a career in business communication, you need to become competent in which areas?

social intelligence new media literacy teamwork and collaboration

Cell-phone and internet-based technologies that generate interactive dialog among members of a network are known as ______.

social media

What is phubbing?

talking or texting on a cell phone instead of focusing on people who are with you

According to Dale Carnegie, what are the three rules of an effective speech?

tell them what you said say it tell them what you are going to say

The means by which a communicator sends a message is called _________.

the medium

The information that is shared in the communication process is called ______.

the message

Which of the following are types of informal communication channels? (Check all that apply.)

the office grapevine face-to-face communication

Why can it be beneficial for a company to allow employees some use of personal texting on the job?

to improve work-life balance to relieve stress

Why do businesses establish a presence on social media platforms?

to increase brand awareness to increase sales to interact with customers

Identify the disadvantages brought about by the digital age. (Check all that apply.)

too many emails decreased privacy security breaches

Which of the following are recommended ways of handling communication via e-mail?

treat all e-mail as confidential remember that not every topic belongs on e-mail reduce unnecessary e-mails that you receive

What is typically specified in a social media policy for a business?

when employees are allowed to use social media what consequences will be imposed on employees who fail to comply who is allowed to participate in social media at work

Because emails and texting have replaced the telephone in much business communication, _____ has become an increasingly important management skill.

writing