Exam 16: Managers and Communication

Margaret - Communications Expert Margaret works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the development and implementation of customised JAVA-based applications for some of the largest companies in Australia.Unfortunately, the past few months have been challenging because employees have become upset due to the lack of communication among company managers.Margaret decided that it was imperative to conduct an organisational communication workshop for these managers. -Refer to Margaret - Communications Expert (Scenario).Margaret begins by defining communication as '________ and understanding of meaning.'

The Importance of Communication Employee morale has declined over the past few months among employees at Manufacturing Resources International, a multimillion-dollar company that focuses on the export of laser technology to various countries.Company management feels that employees and managers alike need a refresher course on proper communication.John has been hired as a consultant to analyse the situation and make recommendations to the company's senior management. -Refer to The Importance of Communication (Scenario).In an effort to inform the company's senior management of the importance of communication in the workplace, John indicated in his report that communication within an organisation is often described as ________ or ________.

________ includes all patterns, networks and systems of communication within an organisation.

________ communication is communication that flows from employees to managers.

Which of the following is NOT an important question to address when encouraging ethical communication?

Once a decision is made, ________.

Which of the following is the best explanation of the effect of emotions on communications?

Ethical communication does NOT accommodate deception.

When a person tells his or her manager what the manager wants to hear, that individual is using which of the following barriers to effective interpersonal communication?

What can create communication challenges?

The Importance of Communication Employee morale has declined over the past few months among employees at Manufacturing Resources International, a multimillion-dollar company that focuses on the export of laser technology to various countries.Company management feels that employees and managers alike need a refresher course on proper communication.John has been hired as a consultant to analyse the situation and make recommendations to the company's senior management. -Refer to The Importance of Communication (Scenario).John concluded his report by listing the various types of communication networks that exist in organisations.He stated that all of the following were examples of common communication networks EXCEPT ________.

Active listening is enhanced by ________.

In a short essay, list and discuss five of the six barriers to effective communication that managers face.Include a specific example of each barrier to support your answer.

How much of a manager's duty involves communicating?

Technology and Communication Stan is a recent graduate from a local university and has recently been hired as the information systems manager for Primary Innovations Ltd, a fast-growing manufacturer of fine furniture products.His job is to inform management of how technology can be incorporated in the company's operation to make it more efficient.Stan called a meeting with senior management to address these issues. -Refer to Technology and Communication (Scenario).Sally wanted to know if there were any electronic communication tools that can assist sales staff with research on products and customisations.Stan stated that ________ can be built and provide company employees with direct access to such information.

Effective communication in a customer service setting relies upon customer service personnel recognising the three key components in any service delivery process: ________.

The horizontal network represents communication flowing between a clearly identifiable and strong leader and others in a work group or team.

In the chain network, communication flows according to the formal chain of command, both downward and upward.

When personal interaction is not physically possible, real-time collaboration software may be a better communication choice than sending an email and waiting for a response.

Employee emails or blogs should NOT communicate inadvertently or purposefully ________.