Chap 13

What percent of the details passed through a grapevine is accurate?

70 to 90 percent

Listening is _____ of effective communication

75 percent

What percentage of a manager's time is spent in direct communication?

80 percent

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?

Face-to-face

Which of these is the richest medium for communication?

Face-to-face contact

_____ is necessary for communication to be considered two-way.

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?

Formal communication

Which of the following is the best advice for written communication that is highly important?

Get a second opinion

Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements?

Horizontal communication

_____ refers to messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies.

Indoctrination

Which of the following is(are) part of keys to effective listening?

Listen for ideas

_____ is defined as communication transmitted through actions and behaviors rather than through words.

Nonverbal communication

_____ channels are channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority.

Personal communication

_____ 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.

Strategic conversation

Channel richness refers to the:

amount of information that can be transmitted during a communication episode.

Characteristics of a good listener are someone who:

asks questions, summarizes, and listens to central themes.

Most executives now believe that important information flows from the:

bottom up.

The term _____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication."

communication apprehension

Information distortion or loss of message content is a major problem with:

downward communication.

To be effective communicators, managers should:

encourage the use of multiple channels of communication.

Communication is defined by the text as the process by which information is:

exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

Non-verbal communication has the biggest impact when using _____.

face to face communication

Which communication channel would be most successful to inform managers of impending company-wide layoff?

face-to-face

Keys to effective listening include all of the following EXCEPT:

have preconceptions.

Good listeners exhibit all of the following characteristics EXCEPT:

having preconceptions.

The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.

listening

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:

nonverbal communication.

Messages that appraise how well individuals and departments are doing their jobs are called:

performance feedback.

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as:

routine messages.

Many organizations use suggestion boxes, open door policies, and surveys to facilitate:

upward communication.

According to the text, all of the following are ways managers can improve their writing skills EXCEPT:

writing lengthy explanations.

Which of the following comprises the lowest channel richness?

Bulletins

_____ does not focus on a single receiver, uses limited information cues, and does not permit feedback.

Bulletins

_____ refers to the amount of information that can be transmitted during a communication episode.

Channel richness

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?

Downward communication