Exam 14: Managing Communication

Jennifer has spent a week with Raul,a new employee,to show Raul how to perform his duties and the kind of behaviour expected by management from all employees. What has Jennifer been engaged in with Raul?

What is the last step in the perception process?

In general,blogs serve no value in the corporate world.

Jamie tells his coworkers he overheard his supervisor telling another supervisor that salaries were going to be frozen. What is this an example of?

What is the term for feedback that is intended to be helpful,corrective,and/or encouraging,and is aimed at correcting performance deficiencies and motivating employees?

Which of the following can cause perceptual filters to occur?

Narrative 14-1 Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G)had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers. -Refer to Narrative 14-1. An angry P&G consumer created the initial email message and started the rumour about Febreze. What component of the communication process did the customer use?

The news provided by the military to soldiers serving in Vietnam was sometimes censored. Ambitious GIs put to use the abundance of available military communications equipment and became Vietnam's underground radio pirates for uncensored news and music. Advice,information,and support not communicated by upper echelon military personnel were passed on to soldiers in the field through their field radios. Which type of communication channel would this be an example of?

Due to perceptual filtering,people exposed to the same information will often disagree about what they saw or heard.

The resistance bias is the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble,and therefore,to use external attributions to explain the person's behaviour.

In the model of the communication process,what makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message?

In which of the following cases would written communication be preferable to oral communication?

Narrative 14-1 Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G)had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers. -Refer to Narrative 14-1. Which term can be used to describe the Internet,through which urban legends are transmitted?

Narrative 14-1 Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G)had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers. -Refer to Narrative 14-1. Personality-,psychology-,and experience-based differences determine how consumers respond to Internet scams. Which of the following also contributes to their responses?

Which of the following can be described as the in-house equivalent of Internet newsgroups?

A manager tells the staff that an important meeting will be held in the afternoon. One employee interprets this to mean the manager is unhappy with the group's performance. Another employee interprets this to mean they may be receiving a bonus for their good work. What is this an example of?

In nonverbal communication,the term body language is used to refer to the pitch,rate,tone,volume,and speaking pattern-that is,use of silences,pauses,or hesitations-of one's voice.

When things go wrong in the workplace,workers are more likely to attribute their problems to external causes. What are managers more likely to attribute those same workers' problems to?

Narrative 14-2 Canadian tea retailer David's Tea has struggled with its growth plans,suffering turnover in the C-suite (the most senior leadership group of the company),but one thing remains constant: the company regularly reaches out to customers to find out what they're looking for. Nearly all new product ideas come directly from customers through an in-store feedback program,and are tried out over a season to minimize risk. One customer described his experience at a David's Tea as exceptional. When he went into a David's Tea store to ask for a "Japanese tea," the store associate started probing and asking what type of tea the customer wanted: sencha,gyokuro,or genmaicha,which are all varieties of Japanese tea. Once he'd finished probing,he offered several different varieties of tea to the customer. The associate benefited from extensive training on varieties of tea,which is provided to all new associates when they start. -Refer to Narrative 14-2. Which type of communication is the David's Tea in-store customer feedback program an example of?

Jargon is a form of noise that interferes with communication in the workplace.