Chapter 11

Oral communication makes more sense when the sender is in which of the following situations?

Conveys a sensitive or emotional message

The receiver _____________ a message by assigning meaning to the words

Decode

The sender __________ the message, translating the idea into words

Encode

A good tip for appropriate workplace speech is to use terms that feel respectful or comfortable to us.

False

A voicemail is an oral message that is synchronous.

False

E-mail is the most popular medium of communication worldwide.

False

E-mail readers pick up on sarcasm and other tonal aspects of writing.

False

Emoticons have a place in business communication with rules.

False

In interview situations, experts advise not mirroring an interviewer's tendency to lean in and settle back in his/her seat.

False

In the Far East, it is considered polite for a woman to shake a man's hand.

False

Information overload happens when the sender or the receiver is upset, whether about the subject at hand or about some unrelated incident that may have happened earlier.

False

One of the most consistent recommendations from communications experts is to work toward using "but" instead of "and" as you communicate in crucial conversations.

False

Product placements in videos, movies, and games are other ways that advertisers strive to reach receivers with filter messages.

False

Selective perception is the distortion or withholding of information to manage a person's reactions.

False

Verbal communication has the advantage of offering opportunities for immediate ______________

Feedback

Receivers ______________ advertiser's messages, a phenomenon that is perceived to be the result of the large amount of ads the average person sees each day and a growing level of consumer wariness of paid messaging.

Filter

Another term for workplace gossip is the ________

Grapevine

Which of the following is not a good example of external communication?

HR policies regarding e-mail

The meaning that the receiver assigns may not be the meaning that the sender intended, due to factors such as ______________

Noise

_________________ professionals create external communications about a client's product, services, or practices for specific receivers.

Public Relations

The person who receives the message is called

Receiver

The personal filtering of what we see and hear so as to suit our own needs is called ____________

Selective Perception

The study of meaning in communication is ______________

Semantics

In the process model of communication, a sender originates the message with a ______

Thought

An effective communication requires a sender and a receiver who are open to speaking and listening to one another, despite possible differences in opinion or personality.

True

As you're listening, pay attention to the sender's body language for additional cues about how they're feeling.

True

E-mail is a medium-rich channel

True

In Mexico, when doing business, men may find themselves being grasped on the arm by another man.

True

In the United States, looking someone in the eye for about a second is considered a sign of trustworthiness.

True

Jargon can be an obstacle to effective communication.

True

Oral communication is an inherently flawed medium for conveying specific facts.

True

Recruiters at 85 business schools ranked communication and interpersonal skills as one of the most important skills they were looking for in students.

True

Research shows that effective managers tend to use more information-rich communication channels than less effective managers.

True

Research shows that lateral communication done between peers can influence important organizational outcomes such as turnover.

True

Selective perception is the filtering of information to suit our own needs.

True

The impact of facial expressions in conversation is instantaneous.

True

The medium used to communicate a message affects how accurately the message will be received.

True

Flitting eyes and pursed lips convey a lack of ____________

Trustworthiness

The most popular medium of communication worldwide is

Voice

The average public speaker communicates at a speed of about

125 words per minute

The popularity and power of Blogs is growing, with the total of Fortune 500 companies having official Blogs at

23%

Managers listen up to how much of each day?

70%

A study by NASA suggests that deficient interpersonal communication over a 20-year period was a causal factor in how many aviation accidents?

70-80%

____________ is defined as giving full attention to what other people are saying, taking time to understand the points being made

Active Listening

The ______________ is one example of an external communication that combines the look of an article with the focused message of an ad.

Advertorial

Advertisers are trying to create alternative forms of advertising that receivers won't filter, such as

Advertorials

Filtering, selective perception, information overload, and gender differences are examples of _________________ to effective communication.

Barriers

The ____________, or medium is used to communicate a message and affects how accurately the message will be received

Channel

A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior is ________________

Communication

Discussions where not only the stakes are high, but also where opinions vary, and emotions run strong are ______

Crucial Conversations

From a managerial perspective, the grapevine's informal structure provides effective communication.

False

In business, the style and duration of eye contact that are considered appropriate is the same across cultures.

False

Information-rich channels convey more verbal information.

False

Written communication is often asynchronous.

True

In contrast to verbal communications, ______________ business communications are printed messages.

Written

How much of a manager's time is spent communicating?

50%-90%

According to one study, what percent of a receiver's comprehension of a message is based on the sender's actual words?

7%

The receiver can enhance the probability of effective communication by engaging in

Active Listening

Which of the following enhances verbal communication?

Eye Contact

The popularity of companies having official Blogs is sliding.

False

Like face-to-face and telephone conversation, videoconferencing has high _________ because receivers and senders can see or hear beyond just the words.

Informational Richness

Which of the following is not a type of communication described in the text?

Intuitive

Companies often have their own acronyms and buzzwords called business _____________

Jargon

GBS, SOX, BPTS and BPO are examples of:

Jargon

Which of the following is not an example of a medium-rich communication channel?

Legal Documents

The subtle repetition of the other person's posture conveys that we are __________

Listening

Communication within an organization flows

Many Directions

The ______________ of an encoded message may be spoken words, written words, or signs.

Medium

Stories can serve to reinforce and perpetuate an organization's culture, which is part of the POLC function of

Organizing

According to the text, the criteria that individuals may use when deciding whether to filter a message or pass it on includes which of the following?

Past Experience

Our _____________ relative to a chair or another person is another powerful silent messenger that conveys interest, aloofness, professionalism, or lack thereof.

Posture

The advantages of verbal communication include all of the following EXCEPT

Proxemics that occur naturally

___________ plays a major role in active listening.

Silence

__________ has been shown to be an effective form of verbal communication; it serves an important organizational function by helping to construct common meanings for individuals within the organization.

Storytelling

______________ communication in business may take place over the phone, in person, or via video conferencing.

Verbal

When the message is emotional, the sender should use _____________ communication

Verbal

When the message is emotional, the sender should use what form of communication

Verbal

A downside of the office grapevine is:

The grapevine lacks a specific sender