Mgmt Final Exam Study Guide 7

Which of the following is one of the mistakes that managers tend to make when they are coaching employees? a. They wait too long before talking to them about the problem. b. They refrain from showing any feelings when they confront the employee. c. They refer the employee to an EAP. d. They require the employee to pay for his or her additional training. e. All of these are common mistakes made by managers attempting to coach employees.

a. They wait too long before talking to them about the problem.

____ is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior. a. Downward guidance b. Coaching c. Counseling d. Leading e. Supportive supervision

b. Coaching

Sales calls generally succeed or fail based on customers' reactions to the salesperson. Therefore, it makes sense to observe behavior in these instances to facilitate improvement. When a sales manager accompanies a salesperson and watches him or her make sales calls, the manager can then use one-to-one communication to improve problem areas and praise areas of success. This would be an example of: a. downward guidance b. coaching c. counseling d. benchmarking e. supportive supervision

b. coaching

In a wood-processing facility, a new management team proposed changes to the workers' compensation package, which the workers did not accept. They started a strike, which led to a negotiation stalemate. Then, management asked an outsider to analyze the communication structure among the employees because it felt that information about the proposed changes was not being effectively communicated to all employees. The outside consultant discovered that all employees understood the proposed changes. The outside consultant proved: a. the reliability of closure b. the validity of the grapevine c. the need to change formal communication channels periodically d. the common problems associated with feedback e. the importance of dyadic communication

b. the validity of the grapevine

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

c. Information carried by informal communication channels is estimated to be 75 to 95 percent accurate.

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

The primary cause for the creation of grapevines is. a. personal-related stress b. the absence of horizontal communication c. vague, imprecise downward communication d. curiosity e. too few formal channels

d. curiosity

Which of the following statements about informal communication in organizations is true? a. Informal communication follows the same channels as formal communication does. b. Informal communication channels cannot be managed. c. Information carried through informal communication channels is estimated to be only about 30 percent accurate. d. The best management strategy to controlling informal communication is to withhold information they wish to keep from employees. e. None of these statements about informal communication in organizations is true.

e. None of these statements about informal communication in organizations is true.

The two primary types of grapevine communications networks are: a. vertical and horizontal b. upward and downward c. departmental and organizational d. linear and circular e. cluster and gossip

e. cluster and gossip