Chapter 9 ECN 1015

Aradhya is the customer service manager for a mid-sized firm. The number of callers who have complaints has suddenly increased. This is the first such instance where there has been a huge increase in the number of complaints. What kind of team should Aradhya assemble to help her determine the reason for the complaints?

A problem-solving team

Which type of listening occurs when the receiver of the message believes the sender is attempting to gain advantage in the communication?

Defensive listening

Which communication channel carries messages from someone who holds a senior position in the organization to subordinates?

Downward communication

Which of the following is a characteristic of the storming stage of team development?

Members try to clarify their roles and expectations.

Maximum team effectiveness occurs when a team has _____ members.

6

Cohesive teams often experience high turnover of members.

false

After several days, listeners usually remember _____ of a message they heard.

25%

Which of the following would be an example of "noise" in the communication process?

All of these

The Gynestasia Bank is planning to lay off 10% of its workforce. Which communication channel would be most appropriate for this type of message?

An all company meeting presided over by the bank president with a handout explaining the severance package

Which type of conflict could potentially strengthen a team?

Cognitive

_____ conflict focuses on problem-related differences of opinion.

Cognitive

Which of the following is the first step in the communication process?

Composition of message by the sender

Which type of team usually provides the greatest diversity of skill and background of its members?

Cross-functional

Which of the plans benefits employees by giving them ownership stakes in their companies, leading to potential profits as the value of their firm increases?

Employee stock ownership plan

In a study of face-to-face communication, which type of cues were the most important in message interpretation?

Facial expressions

In the context of communication, which of the following countries is an example of low-context culture?

Germany

When a company crisis occurs, which of the following is the best tactic for the top management to take when responding to external questions?

Indicating that answer will be sought

Which of the following is the best way to handle a conflict?

It is best to establish good communications and respect within the team.

During which stage of development does a team resolve differences and accept each other?

Norming

Which of the following is NOT a benefit of a company employing empowerment techniques?

Reduction of recruitment needs

Which situation is most likely to undermine team cohesiveness?

Team members that are unsure of the team's mission

Jenna is developing a crisis management plan for her company. Which of the following recommendations in her plan should she change?

The recommendation that one should say "no comment" for any question.

Which of following statements is NOT true about cohesive teams?

They coach disgruntled members.

All external communication with customers should be designed to create goodwill and contribute to customer satisfaction, even when they are protesting loudly at you.

True

What fraction of U.S. firms currently use work teams?

Two-thirds

Team _____ represents the strength that comes from differences in abilities, knowledge, experience, and other team factors.

diversity

Managers promote _____ by giving employees authority and responsibility to make decisions about their work without traditional managerial approval and control.

empowerment

Diversity awareness programs rarely prove to reduce conflict.

false

Team cohesiveness _____ when members interact frequently, share common attitudes and goals, and enjoy being together.

increases

One of the most effective methods of empowering employees is to:

keep them informed of the firm's financial performance.

Consensus about the leader's role develops in the _____ stage.

norming

Most business communication takes place within the ______ zone.

social

Encoding a message includes:

translating meaning into understandable terms.