MGMT 309 Test 3:Chapter 17—Managing Interpersonal Relations and Communication
Maurice asked Sylvia, "Does your telephone system have a Traverser at the central office to aggregate Internet, phone, and TV service?" In terms of the communication process, Sylvia was unable to ____ the message because she did not understand the jargon Maurice used.
decode
After a message is transmitted, it must then be
decoded.
Greg received a sales idea from his boss. As he reads the memo, he is trying to understand the words and phrases. In terms of the communication process, this is an example of
decoding.
Maurice asked Sylvia, "Does your telephone system have a Traverser at the central office to aggregate Internet, phone, and TV service?" In terms of the communication process, Maurice's use of jargon was part of his
encoding.
The second step in the communication process is
encoding.
When a TVA employee found 173 screws lying on the ground underneath a large electrical transformer during his lunch break, he asked some of his coworkers who were with him what they thought he should do. This is an example of ____ communication.
horizontal
When the marketing director coordinates with the production director they are engaging in ____ communication.
horizontal
A work team composed of various functional managers would tend to encourage
horizontal communication.
Donald Rumsfeld said "Going to war without the French is like going deer hunting without your accordion." This is an example of
images.
The best time to use written communication is when you have to exchange
important details.
Politicians sometimes want to gauge public opinion about an idea before they formally announce it. They have subordinates talk off the record with reporters. This is part of the ____.
informal communication
Research indicates that managers spend most of their time
interacting with others.
The biggest single drawback of written communication is
its slow feedback and interchange. its lack of clarity.
When a British student was in class he asked to borrow a rubber from the person next to him. An American student would have asked for the person's eraser. The confusion was caused by
language differences.
Young adults use acronyms when texting. Many adults do not understand them (which is the point after all). This is a deliberate use of
language differences.
Edward Lewis, CEO of Essence Communications, strolls around the organization and starts spontaneous conversations with employees and others involved with the company. He says it allows him to keep his finger on the pulse of the organization. Lewis engages in
management by wandering around.
The two approaches organizations can take to create a formal information system are
managerial and operational.
The first step in the communication process is
meaning
The communication process is
meaning, encoding, transmission, decoding, feedback.
Effective communication is determined by
mutual understanding.
Alisca's firm has been cutting back. The computers are getting older and slower. Customers with newer programs are starting to have problems with program compatibility. This is causing
noise.
Ashley was being interviewed for a job opening when her interviewer was interrupted by his assistant with an urgent phone message. This is an example of
noise.
If you want to engage in successful negotiations, one of the important rules to follow is to have the negotiation meeting held in your offices rather than in the office of the party with whom you are negotiating. This is an example of the use of
nonverbal communication.
On the television show Mad Men, one character requires everyone to take off their shoes when entering his office. This is an example of
nonverbal communication.
Emilia is allowed to approve expenditures under $10,000. If the amount is higher she needs her boss's approval. This is an attempt to reduce ____ with the boss.
overload
Mary Ellen talks all the time. She states her opinion as fact. Coworkers disregard even her good suggestions because of
overload.
The person who transmits the message is the
sender.
Luzia is 6'1" tall. When she meets with people she prefers to sit at a table. This is an example of
setting.
One of the reasons for the success of Righetti Specialties, Inc. is the fact that its employees were there when the company began and have developed strong personal relationships with each other. These strong relationships have produced
synergy.
One outcome of good interpersonal relations in organizations is
synergy.
Marsha just received a letter of complaint from one of her customers. She called her sales manager to remedy the problem and is now faxing a reply to her customer. This is an example of
the communication process.
Management by wandering around increases ____ communications within an organization.
vertical
Managers who announce they have an "open door" policy and actually want people to use it are encouraging ____ communication.
vertical
When Esposito compiles the company newsletter, he is preparing ____ communication.
vertical
The new president installed suggestion boxes where employees can pass along their suggestions to the president. The new president is encouraging
vertical communication.
Which of the following would be likely to include all forms of organizational communication?
A daily staff meeting
____ is an informal communication network among people in an organization.
A grapevine
When a TVA employee found 173 screws lying on the ground underneath a large electrical transformer, he immediately reported it to his supervisor, who instructed the employee to forget what he had seen. The employee then began to talk about his find to his coworkers. The coworkers then told more people, and the story about the generator and the supervisor who said to forget it traveled all over the organization via which type of grapevine?
Cluster
When the CEO of an auction company developed chest pains and went into the hospital, the news instantly traveled throughout the organization when one person told groups of people, who then told more groups. Which type of grapevine was most likely used in this situation?
Cluster
Which of the following statements about communication and the manager's job is TRUE?
Communication is a part of almost all managerial activities.
Which of the following individual skills for improving communication is probably most important?
Developing good listening skills
An organizational grapevine would be most likely to form in the absence of what kind of communication?
Downward
Which of the following is NOT necessary for communication to take place?
Each of the elements occurs in a relatively short time
When the message that is received is basically the same in meaning as the message that was sent, the communication is said to be
Effective.
Which of the following statements does NOT describe a characteristic of the grapevine?
Everyone is always included.
Which of the following types of communication does NOT typically follow formal organizational channels of communication?
Grapevine
Which of the following statements about the grapevine is TRUE?
Grapevine information is fairly accurate.
Which of the following forms of organizational communication is very useful for coordinating the efforts of interdependent units in an organization?
Horizontal
____ communication is more likely to occur among managers than among nonmanagers.
Horizontal
Employees of CNN saw military boats around D.C. and someone said they heard gunfire. CNN reported military action. However, there was no gunfire and the Coast Guard was doing training only. This illustrates which disadvantage of oral communication?
It can be quite inaccurate.
Which of the following statements about the grapevine is FALSE?
It is a useful way to transmit confidential information.
Which of the following statements does NOT describe an advantage of oral communication?
It is accurate.
Which of the following statements about written communication is FALSE?
Most managers prefer written communication to oral communication.
____ is anything that interferes with the communication process.
Noise
What approach to formal information systems is an organization taking when it appoints an individual to become familiar with and to provide for the information needs of the organization's various units?
Operational
Which of the following statements does NOT describe an effect that telecommuting has on organizations and the people in them?
People keep up better with the advancements in their field because they have more time for study.
Which of the following is an individual barrier to effective communication?
Poor listening skills
According to the text, which of the following behaviors is NOT a type of interpersonal interaction occurring in organizations?
Predictive
Which of the following statements describes an advantage of oral communication?
Promotes prompt feedback and interchange
Which of the following sender techniques for improving communication is probably most important?
Providing channels for feedback
Leah is in a meeting. She is freezing, so she has her arms and legs crossed. Paul observes her and thinks her body is crossed because she does not like the information she is receiving. If Leah would speak up, this barrier could be eliminated.
Reluctance to communicate
Which barrier to communication exists when two people attach different meanings to the same word?
Semantics
Which of the following would NOT be considered noise in the communication process?
Sender and receiver asking questions
Which of the following is an example of downward communication?
Standard operating procedure
Which of the following is characterized as a barrier to communication resulting from interpersonal dynamics rather than from a characteristic of the sender or the receiver?
Status differences
Which of the following forms of organizational communication is most likely to be distorted?
Upward
In Rachelle's office, the most effective communication takes place when each subordinate talks only with her because the work done is relatively simple. According to the research on communications networks, what type of network would be most effective in her office?
Wheel
The best time to use oral communication is when you have to exchange
a brief, time-sensitive, personal message.
All of the following are examples of nonverbal communication EXCEPT
a conference.
Effective communication would be most important for
a pilot transferring control of the aircraft.
To which of the following management functions does communicating directly relate?
a. Controlling b. Planning c. Leading d. Organizing e. All of these choices ALL THE ABOVE
Which of the following is an organizational barrier to effective communication?
a. Credibility b. Reluctance to communicate c. Poor listening skills d. Conflicting signals e. None of these choices NONE
Which of the following is a type of organizational communication?
a. Downward communication b. Upward communication c. Horizontal communication d. Electronic communication e. All of these choices ALL THE ABOVE
Which of the following is likely to occur if electronic communication is used at the expense of face-to-face meetings and conversations?
a. It will be harder to build a strong organization culture. b. It will be harder to develop solid working relationships. c. It will be harder to create a mutually supportive atmosphere of trust and cooperation. d. It will be easier for members of the organization to work from widely separated locations. e. All of these choices ALL THE ABOVE
Which of the following is an example of vertical communication?
a. Performance evaluation interview b. Company newsletter c. Sales manager conducting a sales meeting d. Employee calling in sick to his or her supervisor e. All of these choices ALL THE ABOVE
Which of the following is an example of communication?
a. Radio b. Texting c. A listener folding her arms d. A baby crying e. All of these choices ALL THE ABOVE
Which of the following is a channel of communication?
a. Telephone call b. Letter c. Facial expression d. Job interview e. All of these choices ALL THE ABOVE
Which of the following factors influences the encoding process?
a. The content of the message b. The familiarity of the sender and receiver c. Sender's personal distractions d. The message composition or makeup e. All of these choices ALL THE ABOVE
Which of the following is an example of body language?
a. The speed at which we speak b. Eye contact c. Our style of dress d. Hand gestures e. All of these choices ALL THE ABOVE
Interpersonal communication
a. can be written. b. can be oral. c. is affected by noise. d. occurs between people. e. All of these choices ALL THE ABOVE
A company blog at Wegmans gathers information from a group of people on a topic. For example, everyone who interviewed a prospective job candidate could post their assessment on a blog and comment on each other's observations. This is an example of a(n) ____ communication network.
all-channel
The office grapevine usually is not linear at all but an informal ____ communication network.
all-channel
If a manager decided to respond to a grapevine by ____, it would most likely be a waste of his or her time.
attempting to eliminate it
The two most commonly occurring grapevines are
cluster and gossip
Written pages, face-to-face discussion, and airwaves are examples of
communication channels.
Meaning, encoding, transmission, and decoding are the elements of
communication.
The process of sending and receiving information from one person to another is called
communication.
