Exam 11: Communicating in Teams and Organizations

A large national sales organization has concluded that active listening is a critical factor in successful sales and customer satisfaction.The company now wants you to design a training program that teaches sales staff the main components of active listening.Discuss a specific training activity that would potentially improve the salespeople's performance in each of the three components of active listening.Your answer should also briefly describe the three components of active listening.

Which of these statements about sending your message to other people is FALSE?

Communication exists whenever someone sends a message to someone else,even when the person receiving the message does not understand it.

Media richness refers to:

Instant messaging has which of these features?

Which of the following is potentially 'noise' in the communication process?

One limitation of email is that both sender and receiver need to coordinate the communication session.

If you have to communicate negative information,the other person is more likely to listen if you focus on the problem rather than the person who caused the problem.

In the communication process model,encoding the message refers to selecting the appropriate medium and sending your ideas through that medium.

People can improve the "responding" stage of active listening by:

Which of the following represents a form of nonverbal communication?

The three components of listening are encoding,decoding and interpreting.

A financial institution wants to create online communities whereby employees can quickly receive information about a specific topic from colleagues throughout the organization.Which of the following communication media would likely work best in this situation?

When working in Brazil,colleagues expect you to be silent for several seconds after the other person has spoken before beginning your reply.

In grapevine communication,most employees serve as both sender and receiver.

One consequence of introducing email is that it tends to increase the amount of communication across the organization.

Which of these statements about nonverbal communication is FALSE?

Communication is an essential part of the coordination process.

An executive returns from a business trip and tells colleagues how the airline lost his luggage and how a late arrival on one flight resulted in waiting half a day at a foreign airport for the next available flight.While retelling his experience,colleagues grimace and make sounds that the executive might make when experiencing this ordeal.The verbal and nonverbal activities of the colleagues represent:

You have completed an important presentation to several Japanese executives regarding a proposed partnership between your British company and their Japanese firm.Your presentation is greeted by a long silence with the Japanese executives continuing to look at you.This silence probably means that the Japanese executives: