Chapter 15 MGMT
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
