Exam 12: Managing Communication and Information

Techniques organisations utilise to exchange standard business transaction documents, such as invoices or purchase orders, are called _________.

Which of the following is a disadvantage of written communication?

According to the text, it is important to _________ when attempting to address critical service encounters effectively.

Describe the purpose and principle of knowledge management.

One advantage of a verbal communication is that it provides a record of the information.

In order to be sent, a message needs to be filtered first.

What are the four essential elements of active listening?

Emotions can cause a single message to be interpreted in two different ways.

One disadvantage of written communication is that it is hard to get feedback.

Which slogan for a new car would be likely to appeal more to women than to men?

A good rule of thumb is never to try to communicate an important message until your emotions are under control.

Empathy is the ability to suspend judgment when listening.

All of the following are true of active listening except _________.

The purpose of feedback is to determine whether a message was _________.

Integrative bargaining operates under zero-sum conditions.

Which of the following statements about communities of practice is true?

Verbal intonation is a form of _________.

Identify and briefly describe the two best-known types of nonverbal communication.

Responsibility for completeness requires an active listener to make sure she has heard the speaker's entire message.

Describe the challenges to personal interaction resulting from Internet use, and explain how companies address them.