MNGT CH 17
You've been reading management books about the value of nimble organizations and consequently, you want to structure your teams to be as decentralized as possible. Which communication network type should you choose to maximize decentralization? All channel Chain Wheel Circle
All channel The all channel structure is the most decentralized communication type. This type allows a free flow of information among all members. Everyone participates equally.
Which of the following situations are likely to cause POOR interpersonal relations? Check all that apply. When managers submit invoices to Natalie in accounting without including all the necessary information, Natalie contacts them right away and helps them locate the needed cost center codes and approvals. Brad believes that when Jason makes a mistake, he often tells their boss that Brad is responsible for what went wrong. Deion's manager has given him positive performance ratings for several years and consistently gives Deion the assignments he wants. Billie worked her way through state college and continues to struggle to pay off student loans, while most of her coworkers attended private colleges and now vacation at their parents' second homes.
Brad believes that when Jason makes a mistake, he often tells their boss that Brad is responsible for what went wrong. Billie worked her way through state college and continues to struggle to pay off student loans, while most of her coworkers attended private colleges and now vacation at their parents' second homes. why: Negative interpersonal relations tend to exist when people do not respect each other or simply don't like one another. These conditions are most likely when people have few experiences and interests in common or if they have a history of conflict
Which of the following information will you use to convince the manager that interpersonal relations are worth addressing? Check all that apply. Employees with strong interpersonal relations will rely on each other for guidance and are likely to ignore management directives they disagree with. Employees who communicate well and willingly support each other are more productive than employees who do not. Employees with a high need for social affiliation are more likely to get that need met at work if interpersonal relations are healthy. Employees will be able to count on each other for support if they have positive relationships, so the workforce will be more resilient in stressful situations.
Employees who communicate well and willingly support each other are more productive than employees who do not. Employees with a high need for social affiliation are more likely to get that need met at work if interpersonal relations are healthy. Employees will be able to count on each other for support if they have positive relationships, so the workforce will be more resilient in stressful situations.
You will often have multiple ways to communicate a message to another person. Your choice of a communication channel should consider the amount of detail and context the message requires. The richness of a communication channel is determined, in part, by the ability to handle multiple cues simultaneously. This means that a telephone call will be less rich than a (email / letter / memo / face-to-face chat) because: You are not getting as many types of information from the exchange You do not know that the person's message is intended directly for you You cannot respond as quickly to what the person is saying
FTF chat You are not getting as many types of information from the exchange The ability to handle multiple cues simultaneously refers to the idea that some forms of communication transmit information in multiple ways. For example, in a conversation, you can get information not only from the person's words, but also from his or her facial expression, vocal tones, and body language. Telephone calls convey less information, because you cannot see body language or facial expressions, whereas printed correspondence contains only information from the words on the page.
As a new manager, you want the people in your work group to communicate well. Which of the following are likely benefits of improving interpersonal relations among the people in your department? Check all that apply. Managers will be better at motivating their employees. Employees will be more productive. Employees will be happier. Employees will not share their frustrations with each other.
Managers will be better at motivating their employees. Employees will be more productive. Employees will be happier. note: Employees with good relationships will be more likely to share their frustrations with each other, and they can provide mutual support in a way that people who don't understand the situation at work as well (such as friends and family) cannot.
What can you do to listen more effectively to your colleague? Remain objective. Prejudge her remarks. Agree with her assessment.
Remain objective.
useful info has what 4 traits?
complete, accurate, relevant, timely Information needs to be complete (not missing any pieces of data) accurate (correct), relevant (applicable to all contexts involved), and timely (available when needed) to be useful.
Wayne's notes include details that pertain to the characteristics of useful information. His notes about making sure the software is running at all hours of operation are in reference to the _____________ of information def of this type of info: information that is not missing any pieces of data.
completeness Making sure the software is running during all hours of operation ensures that no sales go unrecorded, creating a more comprehensive statistical analysis that will better serve the company.
individual or organizational barrier to communication? - listening skills, reluctance to communicate, inconsistent signals - Jim says that the process should be done one way on Monday, but on Wednesday he describes a different procedure. - Martin always says, "My door is always open." The trouble is, it is just closed. - Jason's team has tried to explain the patterns of failure they've experienced lately, but Jason is a poor listener.
individual individual barriers are those that arise from individual characteristics, while
[SALLY (THINKS TO HERSELF): I can't wait to see the new Ron Howard movie tonight! SALLY (SAYS TO MORGAN): Hey, Morgan, do you want to go with me to the movies tonight? MORGAN (THINKS TO HIMSELF): Sally must have a crush on me!] MORGAN (SAYS TO SALLY): Sure, Sally. What are we going to see? Morgan incorrectly decoded Sally's message due to __________
noise Morgan decodes Sally's message incorrectly as a result of noise created by Morgan's attitudes and background
individual or organizational barrier to communication? - information overload, language, status difference, power differences, noise Our company relies heavily on acronyms like TQM, ROI, and RPPs, which vendors have trouble understanding.
organizational organizational barriers are those that arise from the organizational context in which communication takes place.
poor / good listener 1. Is passive, laid back 2. Has preconceptions poor/good? 3. Listens to central themes 4. Judges content; skips over delivery errors
poor // good
[SALLY (THINKS TO HERSELF): I can't wait to see the new Ron Howard movie tonight! SALLY (SAYS TO MORGAN): Hey, Morgan, do you want to go with me to the movies tonight?] MORGAN (THINKS TO HIMSELF): Sally must have a crush on me! Here, Morgan is the ___________
receiver
His notes about there being a different customer base at the Main Street and Lincoln Avenue locations are in reference to the ________ of information. this type of information is info that pertains to the issue at hand. Breadloaf Bakery is hoping to better identify which items to bake at which times of day, but they also have to take into consideration the fact that they have five different locations that might have different customer demands. As a result, providing reports specific to each location will provide more ______ information for each location's manager.
relevance
Your boss has asked you to take over the coordination of the company's monthly potluck. The next potluck is scheduled later this week. How should you remind participants to bring a dish to the potluck? This is a (non-routine/routine) message, so you should: Leave a message on each participant's answering machine Send a mass e-mail to all participants Explanation: In this case, your message is routine, and it is best conveyed with a less-rich medium. People are familiar with the potluck, because it is a regularly scheduled event. If you send a mass e-mail, people will glance at it and assume that everything is fine. If you use a richer medium, such as a telephone message, people may wonder whether there is a hidden meaning behind your words.
routine Send a mass e-mail to all participants In this case, your message is routine, and it is best conveyed with a less-rich medium. People are familiar with the potluck, because it is a regularly scheduled event. If you send a mass e-mail, people will glance at it and assume that everything is fine. If you use a richer medium, such as a telephone message, people may wonder whether there is a hidden meaning behind your words.
t/f: Communication among employees at social gatherings tends to promote a strong organizational culture , whether the gatherings are sponsored by the employer or not.
true
As a new manager, you are responsible for interacting effectively with your team of employees and with all the other employees in your organization. Which of the following actions will help you be more effective, even though many managers are afraid of doing it? -Sharing information about new strategies with other -managers -Collecting information about your industry from outside of the organization -Telling employees how you expect their work to be done -Asking customers and employees for feedback
Asking customers and employees for feedback explanation: Most managers are afraid to ask their customers and employees for feedback, because they fear that they will get bad news. This is unfortunate, as you want to get information about what needs to be fixed in the organization as quickly as possible. Typically, managers have fewer difficulties with the other types of communication listed in this problem.
Which of the following situations are likely to bring about GOOD interpersonal relations? Check all that apply. Managers have been bringing their problems to Liam, the human resource business partner, for years, and they believe he is always sympathetic and fair. When Stephanie requested funding for a project that was important to her, her manager not only did not support her proposal but vigorously argued against it. Two accountants, Arden and Chloe, both enjoy playing cards and are members of a bridge foursome that plays after work every Thursday. Aimee loves to hunt and stocks her freezer with deer meat every fall, while Reggie is a strict vegan and enjoys nature photography in his spare time
Managers have been bringing their problems to Liam, the human resource business partner, for years, and they believe he is always sympathetic and fair. Two accountants, Arden and Chloe, both enjoy playing cards and are members of a bridge foursome that plays after work every Thursday.
As a project manager, you have to follow the flow of the project from start to finish, communicating with the team as needed and ensuring each person completes their work on schedule when needed. Some team members will interact with the project multiple times before the project is complete. Which network type should you choose for the structure of the team? Wheel Chain Circle Y
Wheel Given the scenario described, you should choose to use the wheel structure. The project manager is the center of the wheel and a spoke exists for each team member. As project manager you can communicate with any of the spokes as needed.
You are a new manager, and you want to communicate as effectively as possible with your team. Which of the following actions are signs that you are becoming a master communicator? Last week, at a company meeting, you presented an overview of a new compensation system. You couldn't understand why the senior managers were asking questions about basic mathematical details of the plan. When you meet with your team, you ask for and listen to their opinions before talking about your opinions. When you meet to ask a group of employees to change their behavior, you can express exactly what actions you want them to take before you allow them to talk. When you run into an old friend, you immediately give that person a 15-minute overview of the work you are doing in your new job.
When you meet with your team, you ask for and listen to their opinions before talking about your opinions. Effective managers know that communication isn't just about making your point—you want to develop an understanding with others, which means listening to what they have to say, as well as talking to them. Simply thinking about what you will present won't foster an environment for open communication, but actively listening to the ideas of others and then sharing your ideas helps everyone to reach an understanding, which is the chief purpose of communication.
You will often have multiple ways to communicate a message to another person. Your choice of a communication channel should consider the amount of detail and context the message requires. The richness of a communication channel is determined, in part, by the ability to facilitate rapid, two-way feedback. This means that an instant message will be richer than a (telephone call, group meeting, e-mail, conversation) because: You are getting many types of information, not just one You can respond immediately to what the person is saying You know that the person's message is intended directly for you
You can respond immediately to what the person is saying The ability to facilitate rapid, two-way feedback refers to the idea that some forms of communication allow for a faster exchange of information. For example, all forms of face-to-face communication, whether individual or in groups, allow for instantaneous feedback. Instant messages allow for quicker responses than e-mails, because they allow you to chat back and forth in real time rather than sending one message at a time.
Imagine you are the division manager. You have several teams which report to you. One of the teams is tasked with new product development which requires a high level of communication and interaction. Which network type should you choose for the communication structure of this team? All channel Wheel Y Circle (this type is the most decentralized and enables the most interactivity among the team members)
all channel The all channel structure is the most decentralized and enables the most interactivity among the team members. Given the goals in the scenario, you should choose the all channel structure. The other communication structures are more centralized and communication is directed through specific team members rather being available to all.
FRANK (THINKS TO HIMSELF): I've got to get Ed to do his work faster. FRANK (SAYS TO ED): Ed, let's meet in my office and go over your last project report. In this first part of the communication, Frank's transition from thought to speech represents __________ . ED (THINKS TO HIMSELF): I'll bet Frank really liked my work! After hearing what Frank said, Ed's thought represents ____________ . ED (SAYS TO FRANK): Sure, Frank, what time is good for you? This response by Ed represents ___________
encoding decoding feedback
You will often have multiple ways to communicate a message to another person. Your choice of a communication channel should consider the amount of detail and context the message requires. The richness of a communication channel is determined, in part, by the ability to establish a personal focus for the communication. This means that a Facebook status update will be less rich than a/n (report, flyer, mass email, individual email) , because: You do not know that the person's message is intended for you personally You cannot respond immediately to what the person is saying You are not getting as many types of information
individual e-mail // You do not know that the person's message is intended for you personally
ANN (THINKS TO HERSELF): I don't think this fruit is fresh. ANN (SAYS TO NANCI, THE STORE CLERK): Excuse me, these peaches all seem to have brown spots on them. This speech segment in this first part of the conversation represents a ___________ NANCI (THINKS TO HERSELF): The customer doesn't like our fruit. After hearing what Ann had to say, Nanci's thought about it represents ___________ . NANCI (SAYS TO ANN, THE CUSTOMER): I'm sorry, ma'am. Would you like me to check in the back to see if we have some other peaches? In this conversation, Nanci's response to Ann is an ______ __________________
message decoding oral communication In this conversation, Ann sends a message to Nanci, indicating that the peaches in Nanci's store have spots. Nanci has to decode what Ann's message means, and she correctly interprets that Ann doesn't like the fruit that is currently on display in the store. Nanci sends Ann feedback, indicating that she has received Ann's message and is willing to take action to resolve Ann's concerns. She uses oral communication as her channel of communication.
Your company is facing hard times, and you must cut your annual expenses by 20% in order to survive. You want to get employee feedback before making this difficult decision. How should you request that feedback? This is a (routine/nonroutine) message, so you should: Send out an e-mail to all employees requesting their input Visit employees personally and talk with them individually or in small groups
nonroutine Visit employees personally and talk with them individually or in small groups
You want to keep your manager updated on your activities every week. What is the best way to do this? This is a (non-routine / routine message), so you should: Send your manager an e-mail Schedule a weekly meeting with your manager
routine Send your manager an e-mail
SALLY (THINKS TO HERSELF): I can't wait to see the new Ron Howard movie tonight! SALLY (SAYS TO MORGAN): Hey, Morgan, do you want to go with me to the movies tonight? In first part of the conversation, Sally is the __________
sender
You work with a group of employees who are all in their early 20s. Which of the following methods of communication should you use to effectively stimulate conversation with and between your workers? Social media Formal postings of policies Handwritten notes E-mail
social media Many managers are finding that social media is an effective way to communicate with their employees, especially younger employees. Social media not only allows you to communicate directly with people, but also allows them to communicate with each other and actively exchange ideas and feedback.