MGMT Chapter 15

____ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes)

A self-serving bias

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said

Active listening

____ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know

Closure

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker

Empathetic listening

In the model of the communication process, __________ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

Feedback to sender

____ is the withholding of information about organizational problems or issues by employees

Organizational silence

__________ is the withholding of information about organizational problems or issues by employees.

Organizational silence

____ is the process by which individuals attend to, organize, interpret, and retain information from their environments

Perception

The steps of the basic perception process are:

Retention, organization, interpretation, and attention

____ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information

Selective perception

Which of the following statements about informal communication in organizations is true?

a. Informal communication channels are primarily developed as a way to handle management that is perceived as the enemy. b. Information carried by informal communication channels is estimated to be 75 to 95 percent accurate.- CORRECT c. The best management strategy to controlling informal communication is to withhold information they wish to keep from employees. d. Intranets should never be used to control informal communications. e. The informal communication channel is also called the conduit.

Which of the following statements about hearing and listening are true?

a. Listening is an involuntary behavior, and hearing is a voluntary behavior. b. Hearing and listening both require paralanguage during communication transmission. c. Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.- CORRECT d. By definition, listening is passive, and hearing is active. e. Hearing and listening are synonyms.

Which of the following statements about perception and perceptual filters is true?

a. People organize and interpret what they pay attention to similarly. b. People perceive according to personality-, psychology-, and experience-based filters.- CORRECT c. People remember things similarly. d. People are unaffected by differences in stimuli. e. People pay attention to similar things.

Coaching is ____

a. a multilevel communication method that is used in place of negative reinforcement b. two-way communication designed to be reciprocally fulfilling c. a kind of one-on-one communication primarily used by managers to improve an employee's on-the-job performance or behavior- CORRECT d. a method commonly used to improve how managers communicate with their subordinates e. a kind of one-on-one communication primarily used by managers in exit interviews

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be:

a. constructive or destructive- CORRECT b. bureaucratic or participative c. formalized or unformalized d. regulated or unregulated e. extrinsic or intrinsic

According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____

a. internal and external attributions- CORRECT b. objective and subjective attributions c. formalized and non-formalized attributions d. self-serving and defensive attributions e. centralized and decentralized attributions

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?

a. maintaining vertical communication channels b. controlling kinesics c. managing small group communication d. eliminating the grapevine e. managing organization-wide communication- CORRECT

One of the best ways for top managers to hear what others feel and think is through

a. participative management b. survey feedback c. company hotlines d. frequent informal meetings- CORRECT e. surprise visits

Perceptual filters may occur as the result of ____

a. stimulus-based differences b. all of these c. personality-based differences- CORRECT d. physiology-based differences e. situation-contextual differences

According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes

a. the defensive bias b. the self-serving bias c. kinesics d. the fundamental attribution error- CORRECT e. closure

Noise can occur when ____

a. the message is not decoded properly b. the receiver doesn't have the time to understand the message c. the sender isn't sure of what message to communicate d. any of these occur- CORRECT e. the message is not encoded properly

The ____ states that we all have a basic need to understand and explain the causes of other people's behavior

attribution theory

The two primary types of grapevine communications networks are ____

cluster and gossip

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____

constructive or destructive

The three formal communication channels in organizations are categorized as:

downward, horizontal, and upward

When things go wrong in the workplace, workers are more likely to attribute their problems to ____, while managers are more likely to attribute those same workers' problems to ____

external causes; internal causes

In the __________ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers.

gossip chain`

Managers generally like and use____ but are less receptive to using ____

oral communication; written communication

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions

reflecting feelings

Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally

self-serving bias