unknown chapter - most likely chapter 17

Highly successful salespeople spend ____ of a sales call letting the customer talk. a. 15-20 percent b. 40-50 percent c. 60-70 percent d. all e. none

60-70 percent

What percent of the details passed through a grapevine is accurate? a. 15 to 20 percent b. 25 to 35 percent c. 40 to 60 percent d. 70 to 90 percent e. 100 percent

70 to 90 percent

Listening is ____ of effective communication. a. 10 percent b. 25 percent c. 40 percent d. 50 percent e. 75 percent

75 percent

What percentage of a manager's time is spent in direct communication? a. 20 percent b. 100 percent c. 50 percent d. 80 percent e. 40 percent

80 percent

____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication. a. Status and power differences b. Differences across departments in terms of needs and goals c. Absence of formal channels d. Communication flow e. Semantics

Absence of formal channels

A manager might use ____ as a type of communication. a. meetings b. telephone conversations c. talking informally d. all of these e. meetings and telephone conversations

All of the above

The four primary skills for communicating in a crisis include all of the following EXCEPT: a. stay calm b. be visible c. get the awful truth out d. communicate a vision for the future e. all of these are skills for communicating in a crisis

All of these are skills for communicating

Channel richness refers to the a. number of messages a channel can carry at one time. b. speed in which messages can be carried. c. amount of information that can be transmitted during a communication episode. d. number of channels available at any one time. e. profitability potential of a proposed channel.

Amount of information that can be transmitted during a communication episode

Most executives now believe that important information flows from the a. top down. b. bottom up. c. diagonal level. d. horizontal level to diagonal level. e. internal to external.

Bottom up

Which of the following comprises the lowest channel richness? a. Electronic mail b. Bulletins c. Face-to-face talk d. Telephone e. Memos

Bulletins

____ does not focus on a single receiver, uses limited information cues, and does not permit feedback. a. Bulletins b. Telephone conversations c. Video conference d. Face to face contact e. A personal memo

Bulletins

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed? a. Channel b. Message c. Sender d. Filter e. Receiver

Channel

____ refers to the amount of information that can be transmitted during a communication episode. a. Channel richness b. Electronic mail c. Encoding d. Upward communication e. Feedback

Channel richness

What kinds of skills are fundamental necessities in every part of a manager's job? a. Organizational b. Communication c. MBWA d. Analysis e. Punishment

Communication

The term ____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication." a. leadership trepidation b. public consternation c. anticipation nervousness d. communication medium e. communication apprehension

Communication apprehension

According to MANAGER'S SHOPTALK in Chapter 17, some ways to improve communication with a non-native English speaker include all of the following EXCEPT: a. keep your message simple b. select your words with care c. cover your mouth with your hand d. speak slowly and carefully e. fight the urge to shout

Cover your mouth with your hand

One of the most important things that a manager can do for the organization, according to the text, is to a. talk to their employees. b. create a climate of trust and openness. c. listen to their employees. d. ensure that production remains high. e. none of these.

Create a climate of trust and openness

Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group? a. Linear b. Centralized c. Decentralized d. Focused e. All of these

Decentralized

____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions. a. Decentralized network b. Centralized network c. Linear network d. Circular network e. Gossip structure

Decentralized network

The receiver ____ the symbols to interpret the meaning of the message. a. encodes b. transmits c. decodes d. responds to e. must ignore

Decodes

____ and ____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters. a. Encoding, channel b. Encoding, noise c. Decoding, channel d. Decoding, encoding e. Decoding, noise

Decoding, encoding

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication? a. Virtual communication b. Grapevine communication c. Lateral communication d. Downward communication e. Upward communication

Downward communication

Which of the following is the most familiar and obvious flow of formal communication? a. Downward communication b. Gossips c. Horizontal communication d. Upward communication e. Vertical communication

Downward communication

Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message

Encoding the message

What are the key elements of communication? a. Encoding, message, and feedback b. Encoding, noise, and symbols c. Message, circuit, and decoding d. Feedback, message, and perception e. Feedback, circuit, and perception

Encoding, massage, and feedback

To be effective communicators, managers should: a. Focus primarily on enhancing downward communication in the organization b. Enhance lateral communication opportunities by encouraging teams c. Limit use of communication technology d. Strictly push for face-to-face communication e. Encourage the use of multiple channels of communication

Encourage the use of multiple channels of communication

Communication is defined by the text as the process by which information is a. shared. b. exchanged and understood by two or more people, usually with the intent to motivate or influence behavior. c. received. d. transmitted to others. e. stored.

Exchanged and understood by 2 or more people, usually with the intent to motivate or influence to others

Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news? a. Face-to-face b. E-mail c. Instant messaging d. Telephone e. Handwritten letter

Face to face

Which of these is the richest medium for communication? a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. Voice mail

Face to face

Which communication channel would be most successful to inform managers of impending companywide layoff? a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. None of these

Face to face contact

A good listener is passive and laid back.

False

A poor listener listens to central themes.

False

An example of upward communication is performance feedback.

False

Asking questions and paraphrasing what is said are examples of poor listening skills.

False

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

False

Communication is the process by which information is transmitted from the speaker to the listener.

False

Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals

False

For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.

False

Formulating in your mind what you are going to say next is an important part of effective listening.

False

Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.

False

In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even disloyal.

False

Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment

False

Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.

False

Managers spend 80 percent of every working day reading or writing.

False

Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps.

False

Personal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.

False

Research finds that the most effective way to persuade and influence others is by issuing directives.

False

Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding

False

Team communication is a form of downward communication.

False

Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions

False

The airing of grievances and complaints typically flows from top managers downward.

False

The most familiar and obvious flow of informal communication is downward communication.

False

The topics covered in upward communication are indoctrination and implementation of goals and strategies.

False

To prevent panic during a time of crisis, managers should hide the truth from employees and stakeholders.

False

Types of information generally communicated upwards include performance reports, suggestions for improvement and performance feedback.

False

Verbal communication refers to the pitch, tone, and timbre of one's voice, whereas vocal communication refers to the actual spoken words.

False

When using written communication in the workplace, it is necessary to use technical jargon and terminology to make it seem like you know what you are talking about.

False

Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.

False

____ is necessary for communication to be considered two-way. a. Message b. Channel c. Feedback d. Noise e. Circuit

Feedback

Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization? a. Formal communication b. Horizontal communication c. Downward communication d. Upward communication e. Diagonal communication

Formal communications

The learned behaviors associated with being male or female are referred to as: a. Racial roles b. Ethnocentrism c. Plurality d. Stereotypes e. Gender roles

Gender Roles

Which of the following is the best advice for written communication that is highly important? a. Use technology channels to distribute the message b. Use pretentious language c. Keep it long d. Use jargon e. Get a second opinion

Get a second opinion

Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements? a. Downward communication b. Horizontal communication c. Upward communication d. Vertical communication e. Informal communication

Horizontal communication

Upward communication is usually used to communicate information about all of the following EXCEPT a. suggestions for improvement. b. performance reports. c. indoctrination. d. financial and accounting information. e. grievance and disputes.

Indoctrination

____ refers to messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies. a. Job instructions b. Implementation of strategies c. Practices d. Performance feedback e. Indoctrination

Indoctrination

Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic? a. Goals b. Practices c. Performance feedback d. Indoctrination e. Job instructions

Job instructions

During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in hopes that they can help each other out. This is an example of what type of organizational communication? a. Virtual communication b. Formal communication c. Lateral communication d. Downward communication e. Upward communication

Lateral communication

Which of the following is(are) part of keys to effective listening? a. Listen for facts b. Listen for ideas c. Be passive, laid back d. Have preconceptions e. All of these

Listen for ideas

When informing your staff of the date for the company picnic, a ____ would be most practical and successful. a. Memo b. Telephone c. Video conference d. Face to face contact e. Newspaper notice

Memo

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of: a. Listening b. Nonverbal communication c. Empathizing d. Direct communication e. Nuance communication

Nonverbal communication

____ is defined as communication transmitted through actions and behaviors rather than through words. a. Verbal communication b. Oral communication c. Written communication d. Nonverbal communication e. Electronic mail

Nonverbal communication

Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing which of the following? a. Informal channel of communication b. Personal communication network c. Organizational grapevine d. Focus group e. Career pathway team

Personal communication network

____ is the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries. a. Personal networking b. The grapevine c. Dynamic relationship d. Network nurturing e. Fundraising

Personal networking

Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is an example of which topic of upward communication? a. Problems and exceptions b. Suggestions for improvement c. Performance reports d. Grievances and disputes e. Financial and accounting information

Problems and exceptions

Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message

Providing feedback

Managers' communication is _______-directed, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act a way to achieve the goals. a. image b. idea c. purpose d. communication e. need

Purpose

Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message? a. Sender b. Receiver c. Channel d. Filter e. Middleman

Receiver

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as: a. Non-routine messages b. Routine messages c. Instant messages d. Grapevine messages e. Qualitative messages

Routine messages

____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals. a. Tactical discussion b. Strategic conversation c. Intentional chat d. Calculated exchange e. Deliberate talk

Strategic

____ are examples of channels which managers might choose to use when communicating with employees. a. Newsletter, telephone, and feedback b. Telephone, electronic mail, and memo c. Television, encoding, and letter d. National newspapers and television e. All of these

Telephone, electric mail and memo

The capacity of an information channel is influenced by all of these except a. the ability to establish a personal focus. b. the ability to handle multiple cues simultaneously. c. the ability to facilitate rapid, two-way feedback. d. the ability to minimize costs. e. both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

The ability to minimize costs

Which of the following links employees in all directions, ranging from the president through middle management, support staff, and line employees? a. Management by wandering around b. Vertical communication c. Diagonal communication d. The grapevine e. Upward communication

The grapevine

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.

True

A formal communication channel is a communication channel that flows within the chain of command.

True

Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.

True

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.

True

An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.

True

Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a lowcost, always-fresh real-time link between organizations and customers, employees, the media, and investors.

True

By selecting rich channels managers can communicate nonroutine messages effectively.

True

Communication can break down if sender and receiver do not encode or decode language in the same way.

True

Communication permeates every management function.

True

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.

True

Face-to-face discussion is the richest channel, in terms of channel richness.

True

Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.

True

Grapevine is a type of personal channel used in many organizations.

True

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

True

Impersonal written media, including fliers and bulletins, are the lowest in channel richness.

True

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.

True

Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change

True

Managers should develop and use formal communication channels in all directions.

True

Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.

True

Methods for managing communication include personal networks, nonverbal communication, and multiple channels.

True

Performance reports and suggestions for improvement are two types of upward communication.

True

Procedures and practices are downward communication topics that define the organization's rules, regulations, benefits, and structural arrangements.

True

Research has found that communication channels differ in their capacity to convey information.

True

Routine messages tend to be simple and straightforward, such as conveying data or statistics.

True

The choice of a communication channel can convey a symbolic meaning to the receiver.

True

The major problem with downward communication is drop off, the distortion or loss of message content.

True

The process by which information is exchanged and understood by two or more people is the definition of communication.

True

The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.

True

The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.

True

The sender must encode the message and select a communication channel after developing the message.

True

The use of email continues to grow, with 21 percent growth in new users over one year from 2008 to 2009.

True

To improve writing skills, managers must respect the reader.

True

To inspire employees to achieve goals in today's difficult economic environment, some male managers are shifting to a more female-oriented communication style.

True

When building a personal communication network, it is important to build it before you need it.

True

When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.

True

Many organizations use suggestion boxes, open door policies, and surveys to facilitate a. upward communication. b. downward communication. c. formal communication. d. informal communication. e. diagonal communication

Upward communication

Compared to men, women tend to a. use verbal language to exhibit knowledge and skill. b. stare and point more. c. enjoy demonstrating their knowledge. d. use their unique conversational style to show involvement. e. value their position at center stage.

Use their unique conversational style to show involvement

According to the text, all of the following are ways managers can improve their writing skills EXCEPT: a. Write lengthy explanations b. Respect the reader c. Get a second opinion d. Know your point and get to it e. Write clearly rather than impressively

Write lengthy explanations

An example of non-verbal communication is all of these except a. posture. b. facial expression. c. voice. d. written memo. e. body language

Written memo

Characteristics of a good listener are someone who a. asks questions, listens for facts, and avoids distractions. b. asks questions, summarizes, and listens to central themes. c. shows interest, judges content, and has preconceptions. d. listens between lines, starts to argue, and works hard. e. shows interest, works hard, and starts to argue.

asks questions, summarizes, and listens to central themes

The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is a. personal information. b. vicious gossip. c. business-related. d. destructive because it is not accurate. e. none of these.

business-related

When a group of workers have routine tasks to perform, a ____ communication structure allows more time for the task to be completed. a. linear b. centralized c. decentralized d. gossip e. team

centralized

For complex problems, a ____ network is most effective for swift, accurate problem resolution. a. linear b. centralized c. decentralized d. all of these e. linear and centralized

decentralized

Information distortion or loss of message content is a major problem with a. upward communication. b. formal communication. c. downward communication. d. informal communication. e. horizontal communication.

downward communications

Non-verbal communication has the biggest impact when using ____. a. video conference b. telephone c. formal letter d. face to face communication e. newspaper article

face to face communication

Keys to effective listening include all of the following EXCEPT a. find areas of interest. b. listen for ideas. c. be responsive. d. have preconceptions. e. all of these are keys to effective listening.

have preconceptions

Good listeners exhibit all of the following characteristics EXCEPT a. asking questions. b. having preconceptions. c. tolerates bad habits. d. judges content, not delivery errors. e. all of these.

having preconceptions

The skills of ____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message. a. communication b. listening c. managing d. reception e. telling

listening

____ is(are) typically ambiguous, concern novel events, and impose great potential for misunderstanding. a. Nonroutine messages b. Channel richness c. Routine messages d. Feedback e. Nonverbal communications

non-routine messages

Messages that appraise how well individuals and departments are doing their jobs are called a. job instructions. b. implementation of strategies. c. practices. d. performance feedback. e. indoctrination.

performance feedback

____ channels are channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority. a. Management by wandering around b. Upward communication c. Personal communication d. Horizontal communication e. Downward communication

personal communication

Downward communication is usually used to communicate information about all of the following EXCEPT a. indoctrination. b. procedures. c. performance feedback. d. suggestions for improvement. e. implementation of goals.

suggestions for improvement

A centralized network is one in which a. team members are free to interact with any of the team members. b. team members communicate through one individual to make decisions. c. team members communicate with an assigned partner. d. team members work independently and there is no need for communication. e. none of these.

team members communicate through one individual to make decisions