COM 2205

As a framing strategy, stories should be avoided when _________.

They mask important alternative meanings

A communication medium's ability to effectively and efficiently convey task-relevant data known as its

data-carrying capacity

Joan is a customer service representative. She has begun to think of all her customers as idiots no matter what they say. Which aspect of burnout is she suffering from?

depersonalization

The belief that leadership is accomplished through interaction with others, is a process of meaning management, and is grounded in the accomplishment of tasks describes which new view of leadership

discursive leadership

One effect of globalization in which behavior and interaction are lifted out of their local context and restructured across time and space is called ________.

disembeddedness

If a task is ambiguous and the media used to communicate about it is rich, ________ is likely to occur.

effective communication

The affective response in which an observer experiences emotions parallel to those of another person yet decreases communicative responsiveness is called:

emotional contagion

Rhoda, a social worker who has been working with inner-city families for more than fifteen years, has trouble motivating herself to get to work every day because she is physically exhausted and mentally drained by the time she gets home every day. Which aspect of burnout is she suffering from?

emotional exhaustion

The concept that workers are expected to display certain feelings in order to satisfy organizational role expectations is called:

emotional labor

When a new work policy creates emotion because workers feel it is not fair, right, and just which aspect of work relationships is having an impact?

emotional rights

Nurses must cope with genuine emotions (e.g., the sorrow of having a patient die) and express emotions that they may not actually feel (e.g., dealing with "difficult" patients in a cheerful or professional way). The way nurses deal with such emotions is called:

emotional work

A transformational leader will

exemplify organizational ideas in their own behavior

"Pasting on a smile" in order to satisfy an organization's requirement of a friendly face is likely the result of:

surface acting

This theory proposes that leadership is social constructed through communication interactions

Fairhurst's theory of discursive

The implementation of a planned change is usually simple and straightforward

False

The percentage of workers receiving health benefits from their employers has increased in recent years.

False

A way of managing meaning by selecting or highlighting some aspects and downplaying others

Framing

________ refers to a strategy in which management focuses on fundamental issues related to change success and allows employees the creative freedom to explore various possibilities

Underscore and explore

Which of the following recommendations does Heilman make to deal with the negative consequences of diversity programs?

Use preferential and merit criteria in hiring decisions.

Robin decides to settle the dispute once and for all by sending a memo to each subordinate providing the resolution to the problem. According to medium richness theory, Robin's actions are

a communication failure because too few cues would be available to capture message complexity

A day laborer is an example of what kind of worker?

contigent

These theories suggest matching the style of the leader to the characteristics of the situation

contingency theories

This approach to globalization emphasizes the need of organizations to adapt their practices to the global workplace.

convergence

Organizational identity is increasingly important in today's economy.

True

Spam now accounts for ________ percent of all e-mail.

60

By 2006, the number of e-mails sent daily was over ________.

60 billion

Approximately what percentage of all projected job growth between 1999-2009 is expected to come from service producers?

65%

If a task is unambiguous and the media used to communicate about it is rich, ________ is likely to occur.

data glut

__________ refers to the existence of conflicting and multiple interpretations of an issue

Ambiguity

This legislation prohibits discrimination based on disability and requires that organizations make "reasonable accommodations" for disabled workers.

Americans with Disability Act

This strategy for managing the global marketplace involves a corps of experts with borderless careers on long-term overseas assignments.

Aspatial careers

________ refers to an approach to globalization that emphasizes cultural distinctiveness found around the world.

Divergence

Which of the following statements is NOT true regarding the influence of globalization on organizational communication?

People become less aware of both the cultures of others and their own attitudes, beliefs and behaviors.

An organization is experiencing _________ change when it is confronted with problems in the environment and the new company president decides that it is critical to develop a new culture that emphases enhanced customer service.

Planned

Which of the following strategies for managing a global marketplace involve technical specialists who receive short-term, project-length assignments in worldwide locations?

SWAT team

This approach is a way of translating trait models in preferred leadership models

Style models

People perceive service quality as generally improving.

false

Because there is no face-to-face interaction, e-commerce transactions are likely to take place along a(n) ________ media conduit, with limited opportunities for complex messages and feedback.

lean

Knowing an organization, what it sells, and where it stands on relevant issues of the day is known as which aspect of global organizations?

organizational identity

This model proposes that leaders develop different leadership relationships with different subordinates

The Leader-Member exchange model

Which of the following research findings about organizational change is correctly stated

Employees prefer negative information about change than no information

___________ refers to how transformational leaders tell followers to "do as I say and as I do."

Exemplification

________ is a way of managing meaning in which one or more aspects of the subject at hand are selected or highlighted over other aspects.

Framing

_______ is a framing tool that frames a subject in familiar terms.

Jargon

________ refers to the assumption that a free-market economic system has sufficient checks and balances in place to ensure that the legitimate interests of all members of a society will be met.

Laissez-faire capitalism

Which of the following was found in Dougherty's study of sexual harassment?

Men view sexual joking and innuendo as a way to release workplace stress.

Women and minorities who are hired as highly visible representatives of their gender or ethnic minority are experiencing ________.

Tokenism

Personality test are consistent with which approach to studying leadership

Trait

These are models that propose particular qualities are associated with leaders

Trait leadership models

The central idea of this model of leadership is exemplification

Transformational

Which dimension for describing a multicultural organization involves examining how different groups adapt to each other and resolve differences?

acculturation

Compassionate communication involves all of the following communication processes EXCEPT:

acting

All of the following are examples of family-friendly programs except:

affirmative action

If Bernice is working 75 hours a week and compares her hours to Jeff who is working 90 hours a week and decides she doesn't have it that bad, she is using which coping strategy?

appraisal-centered

Communication between two people at different points in time is:

asynchronous

Wibur typically logs onto his computer first thing in the morning to pick up electronic mail messages that had been sent to him the previous day. This is an example of

asynchronous communication

The social information processing model considers ________ in addition to the aspects considered by the media richness model.

attitudes of others about the technology

With regard to communication patterns new technologies tend to lead to

both increased upward communication and increased diversity of contacts

According to media richness theorists, the choice of an effective medium should be based on

both the ambiguity of the task and the richness of the medium

The scholarly approach to looking at emotional life as a central focus of organizational research and to consider the ways in which paying attention to emotion might led to new ways of understanding the workplace is known as:

bounded emotionality

The concept that decision making couldn't be perfectly rational because of cognitive and situational limits on rationality is called:

bounded rationality

New communication technologies differ from traditional organizational communication forms in terms of all of the following features EXCEPT:

communication is synchronous.

The __________ approach to leadership argues that different individuals might be differently suited for various leadership situations

contingency

Which of the following emotional display rules would most likely be utilized when a worker expresses joy to a boss over a new task the boss has assigned?

express emotions to the right people

What is richness communication medium

face to face interaction

As an effective method for managing workplace diversity, affirmative action programs bear no negative consequences.

false

Due to the increased use of computer technology, most businesses have started a trend of "paperless offices."

false

In a computer conference, participants are able to assess nonverbal communication cues just as they are able to in face-to-face settings.

false

Research has shown that participation in decision making increases burnout.

false

Telework and virtual organizations have given workers more responsibility and organizations less control.

false

The convergence perspective is less interested in exploring strategies for organizational success than it is in considering the ways in which meaning is constructed in various cultural settings and the impact of organizational norms and functioning on that construction of meaning.

false

Jo Ellen is much more likely to be sarcastic when she writes e-mails than when she talks to her coworkers face to face. What phenomenon does this behavior represent?

flaming

When work is done at the same place, but different times, which of the following organizational structures is being used?

flextime

In the utopian view, globalization will

foster cooperation among nations and create goodwill.

The concept, popularized in the 1980s, that described a transparent barrier which prevents women and minorities from moving up in the organizational hierarchy is known as the ________.

glass ceiling

People who are naturally better at understanding and managing the emotional content of workplace relationships are likely to have:

high emotional intelligence

If Jennifer offers to help Natalie get her work done, which form of social support is she providing?

instrumental

An organization that identifies with two or more countries with distinct cultural qualities is:

international

According to Fairhurst and Sarr, effective leaders will

know who they are and where they want to go

Which of the following is a problem identified in the organizational change process

lack of management support

Systems that store and integrate information from throughout the organization for retrieval and use in decision-making are called

management information systems

If Jorge is hired partially because his company believes his ethnic background will give the organization cultural sensitivity and insight on the needs of Hispanic people, which opportunity is the organization realizing through increasing its diversity?

marketing argument

The concept of data-carrying capacity in the dual capacity model is similar to what concept in media richness theory

media richness

Women on a ________ are assumed to want flexible work arrangements and family support in exchange for fewer opportunities for advancement.

mommy track

An organization that identifies predominately with one country, but recognizes the needs of a culturally diverse workforce, is:

multicultural

One of the challenges for balancing work and family is the ability to resolve identity conflict and define self in both work and home roles. This describes the ________ level of work-life balance.

personal

In the ______ stage, communication will focus on determining responsibility, perhaps apologizing, and establishing systems for coping with similar crises in the future.

post-crisis

If a customer thinks an elderly salesperson must be senile, she is engaging in ________.

prejudice

A rumor about a possible downsizing causing a widespread panic is the result of which aspect of work relationships?

relational networks

Ignorance of an organizational change initiative would fall under which problem area of reactions to organizational change?

resistance

A medium that is able to provide instant feedback, use multiple cues, use natural language, and has a personal focus is ________.

rich

If John has been asked to be at two different meetings at the same time, he is experiencing:

role conflict

An organization that has met affirmative action goals in terms of numbers and moves its emphasis to supporting female and minority employees is at which phase of workplace development in the area of culture and gender diversity?

second generation affirmative action

The ________ model looks at the social environment of the organization to more fully account for the adoption of organizational technologies.

social information processing

If Roger's tools makes a major change in health insurance plan and proceeds to give its employees so much information about the plan in the hope that they won't notice the changes, it is using which strategy to communicate the change

spray and stay

If Acme Motors only looks at its numbers of minority employees, which dimension of a multicultural organization is it focused on?

structural integration

Support from ________ is most likely to come in the form of instrumental and informational support.

supervisors

According to the dual capacity model, if an organization encourages employees to write handwritten notes to each other to communicate a personal touch, it is focused on the ________ of the handwritten notes.

symbol-carrying capacity

A multicultural organization emphasizes the institution of policies that deliberately capitalize on cultural and gender diversity.

true

Burned-out workers often have lower levels of organizational commitment.

true

Discrimination occurs when a manager, based on cultural stereotypes, believes that Mexican American workers are lazy and treats them differently.

true

E-mail increases the prevalence of upward communication within organizations.

true

Many women would prefer to have a female mentor, but few female mentors are available.

true

The task ambiguity-media richness hypothesis posits that regardless of the level of ambiguity of a task, the richer the communication medium (e.g., face-to-face interaction) a manager chooses, the more effective he/she is.

true

There is compelling evidence that women and ethnic minorities experience limited access to or exclusion from informal communication networks.

true

Which strategy for communicating change is considered the most effective

underscore and explore

The "change" that confronted organizations coping with Hurricane Katrina and its aftermath, the 2004 and 2007 wildfires in southern California, or the discovery of tainted spinach on grocery store shelves is __________ change

unplanned

The most radical new form of organizations created through technology is the ________ that has no brick-and-mortar presence at all.

virtual organization