Chapter 15 MGMT

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T/F: The grapevine is the unofficial system of the informal organization, faster than formal channels, about 75% accurate, and used by employees to acquire the majority of their on the job information.

True

Dianne found out that someone else was using her name and Social Security number to apply for credit cards and run up large amounts of debt. Dianne is a victim of ______.

identity theft

Thieves hijack your name and identity and use your good credit rating to obtain cash or make purchases. This is known as

identity theft

The _____ is the unofficial communication system of the informal organization, a network of in-person and online gossip and rumor.

grapevine

Alexis sends a text message to her coworker, asking her to verify the time of a meeting with a client. This is an example of _______ communication.

horizontal

Communication that flows within and between work units is known as ____ communication

horizontal

Mike repeatedly checks his email and sends several texts during a presentation by the division manager. This is an example of ____

multicommunicating

The use of technology to participate in several interactions at the same time is referred to as _____

multicommunicating

The biggest problem most people have with public speaking is controlling their ____

nerves

Anything that delays or obstructs any stage of the communication process is referred to, in general, 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

Static in a radio transmission, the sound of computer keys tapping, or loud music when you're trying to have a conversation, are all examples of ______ in the communication process.

noise

A rich medium is more effective with ____ situations

nonroutine

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

nonverbal

One of the dangers of using a rich medium for routine matters is information _____, in which the receiver gets more information than necessary

overloading

One danger of using a lean medium for complex organizational matters (such as an announcement of a company reorganization) is that it results in information __________.

oversimplification

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

writing

Which forms of nonverbal communication are inappropriate in some cultures?

Patting on the shoulder Embracing

To avoid errors in writing, what precautions should be taken with every business communication?

Pay particular attention to the spelling of people's names and titles. Watch for auto-correct errors.

Why are face-to-face meetings still an important part of the work day?

People value human contact.

Why do businesses establish a presence on social media platforms?

To interact with customers To increase brand awareness To increase sales

How do hiring managers use online social media?

To locate job candidates with specific skill sets To post available job openings To investigate potential employees' social media pages

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

To relieve stress To improve work-life balance

in the communication process, the ___________ is the person wanting to share information.

sender

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

social

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

social media

Mobile and Internet-based technologies that are used to generate interactive dialog with members of a network are know as ____

social media

Barb works for an accounting firm. She works out of her home and communicates with her boss via email and phone. Barb's job is an example of _____

telecommuting

High-definition video conferences that simulate face-to-face meetings between users through the use of multiple cameras and high-definition video screens is referred to as ____

telepresence technology

The three rules of effective speech are ______, say it, and tell them what you said

tell them what you're going to say

Management by ___ around helps to reduce the problems of distortion that inevitably occur with formal communication flowing up a hierarchy

wandering

According to Phil Theibert, what are the three rules of effective speech?

- Tell them what you are going to say - Say it - Tell them what you said

Identify the disadvantages brought about by the digital age

- cell phone abuse - loss of security - lack of privacy - too many emails -decreased privacy -security breaches

Which of the following are disadvantages of communicating via email?

- emotions may be miscommunicated - the use of other forms of communication tends to decrease - it leads to coworkers feeling less connected

When laying out your ideas in writing, which of the following strategies should you use?

- list ideas from negative to positive - list ideas from most important to lease important - list ideas from least controversial to most controversial

Identify strategies of effective listening

- use nonverbal cues to demonstrate interest - focus on the speaker - ask questions to make sure you understand

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. Video conference 5. Face-to-face meeting

The grapevine delivers around _______ percent of all organizational communication.

70

The importance of communication can be seen in research evidence showing that managers may spend upward of ____ of their time in a typical workday communicating

81%

What is cyberloafing?

Accessing the Internet at work for personal use

After a long session of studying for final exams, you turn to your best friends to tell them things you've learned, and they give you their full attention. Which type of listening style does this demonstrate?

Active

Defensive communication

Aggressive, attacking, angry, passive, or withdrawing communication

Listening for amusement or pleasure

Appreciative style

How important is the end of a speech?

As important as the introduction

Nondefensive communication

Assertive, direct, and powerful communication

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

Better communication among employees Greater job satisfaction Less employee turnover

How do businesses typically use social media to increase productivity?

By connecting in real time with employees, customers, suppliers, and communities By collaborating with co-workers and people outside the company By working with a larger variety of knowledgeable people outside the business

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

Cashiers Customer service representatives Sales associates

Which statements accurately describe what is communicated by body movements and gestures in U.S. culture? (Check all that apply.)

Closed body positions tend to be interpreted as being defensive. Open body positions convey warmth and closeness.

Which statements accurately describe the way messages are interpreted?

Communication is a perceptual process that varies from person to person. People's individual experiences affect the way they interpret what someone is saying. The speaker is responsible for ensuring that the listener understands the message.

Trying to determine the rationale of the speaker's argument

Comprehensive style

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

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

Defensive; nondefensive

During the speaker's presentation, Angelina took detailed notes and tried to concentrate on the main points of the presentation. What listening style did Angela display?

Discerning style

What type of organizational communication flows from a higher level to a lower level, such as a manager communicating with subordinates?

Downward

Focusing on speaker's feelings

Empathic style

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

Empathy

During a classroom debate, you find yourself formulating challengers to a classmate's points and interrupt her several times. What type of listening style are you demonstrating?

Evaluative style

Who should respond to negative comments posted about a company on social media sites?

Experienced managers

What are recommendations for handling face-to-face meetings with co-workers?

Explain the situation before delivering bad news. Schedule time for face-to-face meetings. Listen more and talk less.

Tamika emails a supplier, asking for a price on a product

External communication

T/F: Writing is not important for a career in management because managers have administrative assistants who edit and correct their business correspondence

False

True or false: Effective listening is an innate skill; it cannot be learned.

False

True or false: The "rules" for eye contact are the same across all cultures.

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

_____ communication channels are those that follow the chain of command and are recognized as official

Formal

Mariposa, a young office manager, is trying to exchange text messages with her supervisor, Bill. Although Bill has been the general manager of the business for years, he has never learned how to use the texting function on his cell phone. What barrier to communication is Alexandria experiencing?

Generational differences

What type of communication flows within and among work units, most often for the purpose of coordination?

Horizontal

Select the types of formal communication channels.

Horizontal Vertical External

Suzie sends an email to a coworker, asking if she could cover her shift

Horizontal communication

Active

I'm fully invested.

Involved

I'm partially invested.

Detached

I'm uninterested.

What is an example of an "open" body position?

Leaning backward

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.

Why is cyberloafing bad for business?

It uses up bandwidth. It exposes the company to computer viruses. It causes employees to waste time instead of doing their jobs.

Passive

It's not my responsibility to listen.

During the first staff meeting after Blake joined the company, he was completely confused by his coworkers' repeated references to the "PPAC committee" and "the next level drill-down". Blake experienced which barrier to communication?

Jargon

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.

What are recommendations for handling meetings via webcasting or video conferencing?

Keep communications direct and personal. Resolve any technical issues before the meeting begins.

To reduce anxiety about making an oral presentation, what should the speaker do before the event begins?

Learn how much time has been scheduled for the presentation. Ask who else will be speaking. Arrive early and make sure the necessary equipment is in place and working.

What resources can job candidates find at online employment recruiting sites?

Links to company blogs and videos Background material for researching companies Available job openings

Which statements regarding social media strategies in business are true?

Marketers should track the results. The message should be surprising

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

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

Mindlessness Cell phones Information overload

Which actions could be considered microaggressions if they happen repeatedly?

Mispronouncing a person's name Avoiding eye contact Interrupting someone who is speaking

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

One nurse complains to another, "Dr. James is a legend in her own mind because she's got that MD behind her name." Which personal barrier to effective communication is the nurse describing?

Oversized egos

Which of the following are types of barriers to communication?

Physical barriers Personal barriers Cross-cultural barriers

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

Receiver

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

Reduce unnecessary e-mails that you receive. Treat all e-mail as confidential. Remember that not every topic belongs on e-mail.

Which elements often become cross-cultural barriers to communication?

Religious beliefs Nonverbal gestures Ethnocentrism

How should a business respond to negative comments that customers or employees post about the company on social media sites?

Require employees to follow the company's social media policy Respond quickly on the site

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

Sender

Eye contact serves which of the following functions?

Shows attention Reflects interest Expresses emotion

During which step in the top-down reading process does the reader look for the essence of the material in a paragraph? This is similar to the survey step in the SQ3R process

Skim for main ideas

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

Social intelligence New media literacy Teamwork and collaboration

In American culture, which behaviors demonstrate poor nonverbal communication skills?

Speaking very quickly or slowly Playing with your hair Looking away from the speaker

What uses of crowdsourcing have been shown to be successful?

Sponsoring a competition with a cash prize for the team that suggests the best solution to a problem Hiring temporary or contingent workers

Which strategies are recommended for writing e-mail messages and reports more effectively? (Check all that apply.)

Start with your purpose. Write simply. Know your audience.

Which techniques are recommended for effective business writing?

State what you expect of your reader. Use simple words, phrases, and sentences.

What is phubbing?

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

Which forms of communication are still popular among older generations but are considered outdated by some younger people?

Telephone calls Email

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

Why is it important to focus a speech on a few key points?

That is probably all the audience will remember

What conditions must be present before a company's social media strategy will succeed?

The company's personnel must be competent in using technology. The company must dedicate resources to the effort. The company's customers must have social media skills.

Message

The information being shared

Which of the following are types of informal communication channels?

The office grapevine Face-to-face communication

Receiver

The person for whom the message is intended

Sender

The person wanting to share information

How should a business communication be written?

Use few adjectives and adverbs.

Which techniques will lead to more effective listening? (Check all that apply.)

Use nonverbal cues to demonstrate interest. Ask questions to make sure you understand.

Charlie complains to a coworker, "Chris has lied to us so many times about how he's going to try to get us a raise that I don't believe a thing he says anymore." Which personal barrier to effective communication does this BEST describe?

Variations in trustworthiness and credibility

What type of communication flows upward and downward within the hierarchy of an organization?

Vertical

Anne submits her vacation request to her boss

Vertical communication

To avoid errors in writing, what precautions should be taken with every business communication?

Watch for auto-correct errors. Pay particular attention to the spelling of people's names and titles.

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

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

Which statements accurately describe the way gender influences communication?

Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.

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

communication

Effective communicators realize that ______.

a speaker is responsible for making sure the listener understands the message.

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

active

Teleworking has been adopted to replace the term tellecommuting because it represents the idea of working from ___

anywhere

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _______ to communication.

barrier

Using the Internet and social media to enlist a group outside the organization for help solving a problem is known as _____.

crowdsourcing

Interpreting and trying to make sense of the message is called ___

decoding

Active listening is the process of ______.

decoding and interpreting verbal messages

When trust is lacking between two people communicating with each other, the individuals tend to become ____ rather than focus on the meaning of the message.

defensive

Linguistic styles are evident in a person's:

directness pacing and pausing use of questions and jokes

The chancellor of a university sent a memo to the faculty, advising them that the governor would be speaking at the university and encouraging them to attend. This is an example of ____ communication.

downward

Memos, letters, reports, and announcements are all examples of _______ communication in an organization.

formal

The chancellor of the university sent a memo to faculty members to advise them that the governor would be speaking at the university and to encourage them to attend. This is an example of ______ communication.

downward

____ communication flows from a higher level to a lower level in the organization, as when a manager communicates with his or her subordinates.

downward

An _____ communicator transmits his/her message accurately in the least time.

efficient

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

efficient

People who transmit their messages accurately in the least time are ______ communicators.

efficient

Marcus was recently advanced to the director's post at his company. Many of the people who report to him are not happy that he was promoted. He tends to tune out their ideas, and he likes to say, "I'm in charge because I am the best." His arrogance demonstrates his ______.

ego

Putting a message into understandable symbols or language to send to another person is called _____.

encoding

Translating a message into understandable symbols or language for transmission is known as _____

encoding

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

enhance their individual performance

Bob sends information about his company's new product line to a potential customer. This is an example of _______ communication.

external

Formal communication is of three types: vertical, horizontal, and ____

external

Jamal calls a supplier to check on the delivery status of an order. This is an example of ____ communication

external

___ communication flows between people inside and outside the organization

external

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

___ communication channels do not follow the chain of command and develop outside the formal structure of the organization

informal

Social media is used to generate ______ dialogue with members of a network.

interactive

Terminology that is specific to a particular profession or group is known as _____.

jargon

A person's characteristic speaking patterns are called ______ style.

linguistic

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

media richness

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

men

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

After listening to her boss's instructions regarding completion of the project, Angelica said, "Let me make sure I've got this straight. You need this project completed by the 15th of the month so we can go over it and make any changes before our meeting with the client on the 17th. Is that correct?" This is an example of _____.

paraphrasing

When people restate in their own words the essential meaning of what they have heard or read, they are ______.

paraphrasing

___ occurs when people restate, in their own words, what they have heard or read.

paraphrasing

Sound, time, and space are all _______ barriers to communication.

physical

The key to protecting yourself against online security threats is _____

prevention

Gina was frustrated when her credit card company sold its customer list to a telemarketing firm. She was not happy that her personal information was released and felt it violated her ____

privacy

The right of people not to reveal information about themselves is called _____

privacy

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

A lean medium is more effective with ____ situations.

routine

The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called ______.

security

When Liz's manager asked her to get the report done right away, Liz didn't know if that meant within an hour or by the end of the week. This is an example of a _____ problem.

semantic

When two people from the same culture misunderstand each other because the meaning of the words is unclear, they are experiencing a ______ problem.

semantic

An email, a handwritten notice, or a voicemail are all examples of ____ in the communication process

the medium

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

The 88 million people born between 1977 and 1997, called Millennials, have also been dubbed the "Always-On" generation because ____

they are accustomed to spending 8 hours a day looking at screens

If you are able to empathize, you can ________ another person's feelings and thoughts.

understand

Brad sends an email to his boss, asking for permission to attend a training seminar in Houston. This is an example of _______ communication.

upward

Communication from an employee to her boss is an example of _____ communication

upward

A manager sends a memo to his department advising them of a new company policy. This is an example of ____ communication

vertical

Through ______, people in different locations can see, hear, and talk with one another. Multiple choice question.

video conferencing

Using video and audio links along with computers, either regular equipment or with telepresence technology, to enable people located at different locations to see, hear, and talk with one another is known as ____

videoconferencing

____ involves using video and audio links along with computers to enable people located at different locations to see, hear, and talk with one another

videoconferencing

Social media allow a company's employees to collaborate with each other and with people outside the organization in a group effort called ______.

virtual teamwork


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