Deck 16: Organizational Communication

Question 1

Washington Mutual does not have cash drawers for customers who walk in to use the bank's teller towers.

Answer 1

True

Question 2

Washington Mutual has modeled their communication system after Citigroup in efforts to maximize customer service.

Answer 2

False

Question 3

One of the major requirements of the receiver is the ability to speak well.

Answer 3

False

Question 4

Proxemics refers to the use of facial expressions, body movement, gestures, and physical contact to convey meanings.

Question 5

In Japan, strict rules of etiquette guide the use of space. In elevators, the senior person stands in the front of the doors near the buttons.

Question 6

People usually prefer written messages as opposed to spoken ones.

Question 7

One of the first steps in communicating more successfully is to identify hurdles to the process.

Question 8

Status relationships among members is an organizational hurdle, rather than an individual hurdle to be overcome.

Question 9

Trying to communicate with a person by using e-mail is more difficult than doing so face to face.

Question 10

The most effective communication is in what you say, not in what you do.

Question 11

Workers who search for a new job while at work are involved with a privacy issue.

Question 12

The Computer Ethics Institute in Washington, D.C. enforces laws relating to ethical conduct.

Question 13

The self-management competency includes the application of clear personal standards of integrity and ethical conduct.

Question 14

The majority of computer science graduates have had at least one course in computer ethics by the time they graduate.

Question 15

One of the reasons that computer ethics is difficult to understand is that it is a new application of older ethical concepts.

Question 16

Washington Mutual's strategy in offering "free checking" has resulted in __________.

A) substantial profits from covering checks with insufficient funds
B) more than 3.5 million new customers since 1996
C) average customer activity of more than $23,000
D) all of the above

Question 17

"Teller towers"are used at Washington Mutual to communicate __________.

A) a fun "casino" experience
B) speed of service
C) personal service
D) simplicity

Question 18

Brock Kinney is a manager of a large manufacturing plant and is discussing the concept of communication with his sales force. An important factor that should not be left out of the discussion is that ___________.

A) communication is an easy process
B) communication need not be effective to be useful
C) managers can accomplish very little without effective communication
D) some methods of relaying information allow managers to circumvent effective communication

Question 19

Ravi Tandon is a manager with Southwestern Bell Communications (SBC). Due to the large number of employees that he supervises, Tandon sends many written messages. He should follow each of the following guidelines except:

A) drafting the message with the receiver clearly in mind.
B) thinking through the message ahead of time.
C) making the message as detailed as possible, elaborating on her ideas to help his subordinates understand his perspective(s).
D) carefully organizing the message.

Question 20

__________ richness is the information carrying capacity of the channel in the communication process.

A) Information
B) Lateral
C) Downward
D) Technological

Question 21

All of the following companies have a reputation for providing opportunities for both upward and downward communication except __________.

A) Cirque du Soleil
B) Blue Nile
C) L. L. Bean
D) The Container Store

Question 22

Judy Turner recently completed a survey that tested her openness to feedback. In her responses, she strongly agreed that she has a well-developed set of personal standards and she feels very much in charge of what happens to her, good and bad. Judy's scores on these questions are indicators of which of the following characteristics?

A) She cannot be expected to offer feedback.
B) She has a positive response to receiving feedback.
C) She can probably give feedback better than receive it.
D) She is not open to feedback.

Question 23

__________ is the meaning ascribed to a message by either the sender or receiver.

A) Influence
B) Feedback
C) Perception
D) Translation

Question 24

Rhonda Sutherland worked hard to receive a promotion. She has led several seminars at which four vice presidents had an opportunity to observe her in action and hear her communications capabilities. When the vice presidents met to select a candidate for promotion, they all felt that Sutherland and two other women could not satisfactorily handle the position because they were not macho enough. The vice presidents were displaying __________.

A) conflicting assumptions
B) downward communication
C) opposing goals
D) stereotyping

Question 25

When Coors advertisements encouraged customers to "Turn it loose,"Spanish speaking people thought the company was referring to __________.

A) sex
B) diarrhea
C) livestock
D) the afterlife

Question 26

Problems caused by semantics are compounded when people who speak different languages attempt to communicate. All of the following statements correctly describe this global communication problem except:

A) managers working in different countries should try to avoid translation blunders.
B) backtranslation works well in both high-context and low-context cultures.
C) German, Scandinavian, and Anglo culture are low-context cultures that place more emphasis on the precise meanings of words and terms.
D) Arabic, Japanese, and Chinese cultures communicate with both words and subtle cues.

Question 27

Software theft, including unauthorized copying of software, is __________.

A) an economic problem in third-world countries
B) no longer a serious economic problem in the U.S.
C) a major privacy issue
D) all of the above

Question 28

The best scorers on the Computer Ethics Survey would have a __________ score because they identify most of the statements as being __________.

A) low; false
B) low; true
C) high; false
D) high; true

Question 29

Describe the communication differences between men and women.

Question 30

Describe some big advertising blunders made by global marketers who needed to develop their global awareness competency.

Question 31

What are some of the computer ethics issues that arise from their unique technological characteristics?

Question 32

What is the "Privacy Seal Program"initiated by the Council of Better Business Bureaus?