MGMT 371 Ch. 14 Quiz
How can managers best encourage ethical communications?
Clearly define what is considered ethical and unethical communication
Of the following methods of communication, which has the highest confidentiality?
Face-to-face
The CEO of a relatively small company needs to deliver some important information to employees about a proposed merger. He believes it's critical that everyone have the ability to communicate at the same time and in the same space so that he can address concerns and answer questions. Which of the following methods would be most appropriate?
Group meeting
Jacinta picked up a prescription from the pharmacy and was confused by the instructions that stated, "Take two tablets PO BID." It wasn't until she questioned the pharmacist that she learned it means to take two pills by mouth twice a day. This is an example of which barrier to communication?
Jargon
When Lucinda interviewed a job candidate who was from Japan, she was disconcerted by his lack of eye contact, unaware that many Japanese are uncomfortable with direct eye contact. This demonstrates which barrier to effective communication?
National culture
_______ communication consists of messages sent outside of the written or spoken word.
Nonverbal
Which of the following was NOT presented as a way to become a better communicator?
Sharpen data processing skills
Of the following methods of communication, which would have the lowest scanability?
Telephone
Which of the following refers to the emphasis someone gives to words or phrases in order to convey meaning?
Verbal intonation
Once each quarter, Bill holds an all-employee meeting in the cafeteria to keep them apprised of business results, let them know of planned changes in the industry, and answer questions. This is an example of ________.
a town hall meeting
All of the following are active listening behaviors EXCEPT ________.
avoiding eye contact with the speaker
In response to some recent customer complaints about poor service, Francine prepares a training presentation and manual for customer service representatives that outlines expected behaviors and the consequences of infractions. This best demonstrates the _______ function of communication.
control
The impact of IT on the work environment has ________.
created an opportunity for a 24/7 environment
The manager of manufacturing consults with a customer service representative to determine the status of a shipment to a customer. This is an example of _______ communication.
diagonal
Pete was reluctant to reveal the business unit's dismal financial performance, so when he was asked to report in the operations review, he smiled and stated, "Given our initial high expectations, results have been somewhat less than anticipated." This is an example of _______.
filtering
While Hong is on the phone with a supplier, she hears the chimes of her e-mail, alerting her to a message. While she is scanning the message, a colleague knocks on her door and tells her she's late for the staff meeting. At the same moment, she gets a text message from her husband. This scenario best illustrates the barrier to communication referred to as _____
information overload
All of the following are elements of the interpersonal communication process EXCEPT ________.
jargon
The sales manager meets with the accounting manager in order to clarify aspects of the sales compensation program. This meeting is an example of _______ communication.
lateral
Drew is distracted from the professor's lecture because his girlfriend keeps sending him text messages about their weekend plans. This is an example of _______ in the communication process.
noise
When a student launched into a long-winded excuse for a late assignment, Professor Jensen pursed her lips and shook her head slightly. This is an example of _______ communication.
nonverbal
Raymond sent a text message to a colleague, telling him that he'd heard there was going to be a layoff the next month. His colleague quickly told his cubicle mate, who shared the information with a friend in the quality department. This is an example of _______.
the grapevine
The interpersonal communication process begins with ________.
the sender
When evaluating the most effective communication method for a message, a manager wants to use a method that affords the receiver the most control over when the message is dealt with. This is referred to as _______.
time of consumption
Communication is the transfer and _______ of meaning.
understanding
_______ communication flows from a manager to his or her employees, whereas _______ communication flows from the employees to management.
Downward; upward