Deck 15: Managing Communication

Question 1

Monitoring social media,such as blogs,Twitter,Facebook,etc.,can be a good way to find out what others are saying or thinking about one's organization or its products or actions.

Answer 1

  True

Question 2

One of Canada's largest financial service providers wanted to develop a customer-focused sales and service culture.The top management developed the main messages,which were consistently communicated to all levels of employees throughout the organization.This is an example of _____ communication.

A) ​downward 
B) ​upward 
C) ​horizontal 
D) ​informal

Answer 2

  A

Question 3

Active listeners put the speaker at ease and show the speaker that they are attentively listening by nodding and making short statements.

Answer 3

  True

Question 4

_____ is the process by which individuals attend to,organize,interpret,and retain information from their environments.

A) ​Active hearing 
B) ​Passive listening 
C) ​Perception 
D) ​Apprehension

Question 5

In the communication process,_____ refers to putting a message into a written,verbal,or symbolic form that can be recognized and understood by the receiver.

A) ​encoding 
B) ​decoding 
C) ​transmission 
D) ​reception

Question 6

Listening is the act or process of perceiving sounds.

Question 7

Much of the basic management process cannot be performed without effective communication.

Question 8

In the perception process,_____ is the process of incorporating new information into one's existing knowledge.

A) ​attention 
B) ​retention 
C) ​organization 
D) ​interpretation

Question 9

A person who attributes his or her success to hard work and failure to bad luck is likely to be experiencing a(n)_____.

A) ​empowerment bias 
B) ​fundamental error of attribution 
C) ​self-serving bias 
D) ​reactive error of perception

Question 10

Communication is the process of transmitting information from one person or place to another.

Question 11

Listening is an involuntary behavior.

Question 12

Delayed feedback is much more effective than immediate feedback.

Question 13

When Ruby was told that her favorite store would no longer stock her favorite brand of clip-on earrings,she assumed this meant that the company was no longer producing clip-on earrings,even though that was not the case.Ruby's incorrect assumption was due to _____.

A) ​closure 
B) ​kinesics 
C) ​selective perception 
D) ​defensive bias

Question 14

Online discussion forums are the in-house equivalent of Internet newsgroups.

Question 15

Giving positive feedback about behaviors beyond someone's control may be viewed as insincere.

Question 16

When Liam,a marketing manager,drafts an email to communicate the targets for the upcoming months to his sales team,he is engaged in _____.

A) ​encoding 
B) ​preparatory feedback 
C) ​decoding 
D) ​selective filtering

Question 17

Nonverbal communication is very informative when it contradicts verbal communication.

Question 18

In the perception process,_____ is the process of attaching meaning to new knowledge.

A) ​inclusion 
B) ​organization 
C) ​interpretation 
D) ​retention

Question 19

Which of the following statements about perception is true? 

A) ​People can perceive only similar things. 
B) ​People are unaffected by differences in stimuli. 
C) ​People experience stimuli through their own perceptual filters. 
D) ​People exposed to the same communication and information always have similar ideas and understandings.

Question 20

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

A) ​encoding 
B) ​noise 
C) ​retention 
D) ​feedback

Question 21

Which of the following statements about informal communication in organizations is true?​ 

A) ​Informal communication channels are also called conduits. 
B) ​Informal communication channels are primarily developed as a way to handle management that is perceived as the enemy. 
C) ​Most of the information in a company moves through informal rather than through formal communication channels. 
D) ​An effective management strategy to control informal communication is to withhold information from employees.

Question 22

Which of the following is one of the mistakes that managers tend to make when they are coaching employees? 

A) ​They address employees' problems immediately after the employees make mistakes. 
B) ​They wait too long before talking to employees about the problem. 
C) ​They refer the employees to externally appointed physiologists. 
D) ​They require the employees to pay for their additional training.

Question 23

According to some researches,deceptive answers have a slower onset than honest ones.In a job interview,these characteristics would be examples of _____ that may help the interviewer evaluate the job applicants.

A) ​semitones 
B) ​kinesics 
C) ​paralanguage 
D) ​proxemics

Question 24

_____ is defined as communicating with someone about non-job-related issues that may be affecting or interfering with the person's performance.

A) ​Coaching 
B) ​Leading 
C) ​Counseling 
D) ​Directing

Question 25

Rose knew by the shrillness of her teacher's voice that she was really in trouble and would probably be placed in after-school detention.Rose's teacher used _____ to communicate dismay.

A) ​metalanguage 
B) ​kinesics 
C) ​paralanguage 
D) ​proxemics

Question 26

In Peill LLC,employees are known as associates and do not have titles or bosses in the traditional sense.Instead,associates make commitments to work on projects that they believe are most worthy of their time.As a result of doing away with traditional titles,the company is likely to encourage more _____ communication.

A) ​hierarchical 
B) ​informal 
C) ​horizontal 
D) ​downward

Question 27

Organizational silence occurs when _____.

A) ​an organization refuses to answer customer complaints 
B) ​an organization encourages employees to discuss company issues outside the organization 
C) ​managers encourage grapevine communications in an organization 
D) ​employees of an organization believe that telling management about problems will not make a difference

Question 28

_____ is described as feedback that is disapproving without any intention of being helpful.

A) ​Unsolicited feedback 
B) ​Bureaucratic feedback 
C) ​Destructive feedback 
D) ​Administrative feedback

Question 29

In empathetic listening,_____ is important because it demonstrates that one understands the speaker's emotions.

A) ​selective retention 
B) ​reflecting feelings 
C) ​thinking laterally 
D) ​perceptual filtering

Question 30

_____ is described as feedback that is aimed at correcting performance deficiencies and motivating employees.

A) ​Empathetic feedback 
B) ​Participative feedback 
C) ​Solicited feedback 
D) ​Constructive feedback

Question 31

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

A) ​When messages require immediate feedback 
B) ​When messages are complex and ambiguous 
C) ​When messages are laden with emotion 
D) ​When messages are straightforward

Question 32

_____ is defined as a type of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior.

A) ​Directing 
B) ​Coaching 
C) ​Counseling 
D) ​Leading

Question 33

When an industrial plant was closed because of a merger,employees were forced to move to another plant and take substantial pay cuts.In this scenario,managers should demonstrate _____ when the affected employees describe the forced changes in their lifestyles.

A) ​empathetic listening 
B) ​perceptual filtering 
C) ​reactive communication 
D) ​selective attention

Question 34

_____ are movements of the body and face that include arm and hand gestures,facial expressions,eye contact,folding arms,crossing legs,and leaning toward or away from another person.

A) ​Proxemics 
B) ​Kinesics 
C) ​Paralanguage 
D) ​Semiotics

Question 35

When Lilah saw her guest wrinkling her nose,she realized that she had not cleaned the litter in her cat box.Nose wrinkling is an example of _____.

A) ​semiotics 
B) ​kinesics 
C) ​paralanguage 
D) ​metalanguage

Question 36

Which of the following statements is true of listening? 

A) ​Listening is the process of perceiving sounds. 
B) ​Listening is making a conscious effort to hear. 
C) ​Listening is an involuntary physiological process. 
D) ​Listening is an important skill only for managers.

Question 37

Clarissa walks up to her supervisor's cabin in the second floor every time she needs a clarification instead of sending an email.This scenario best depicts _____.

A) ​the use of jargon in a communication channel 
B) ​the use of a wrong communication medium 
C) ​a fundamental attribution error 
D) ​the encoding and decoding of a message

Question 38

Fusion is a fast-growing clothing chain that focuses on teenagers.Julie,the owner and founder of Fusion,consults with her employees on a daily basis for suggestions on what the stores should carry.An employee suggested that the stores should carry accessories like handbags.The employee's suggestion was an example of _____ communication.

A) ​upward 
B) ​informal 
C) ​horizontal 
D) ​downward

Question 39

When the CEO of a large corporation explained to his unionized employees why the company had to reduce healthcare coverage for its employees,he was engaged in _____ communication.

A) ​upward 
B) ​informal 
C) ​horizontal 
D) ​downward

Question 40

Organizational grapevines can be managed by: 

A) ​withholding information from employees. 
B) ​punishing those who share information with other employees. 
C) ​rewarding employees when they circulate rumors in the company. 
D) ​keeping employees informed about changing strategies and policies.

Question 41

_________ is information that is collected by survey from organization members and then compiled,disseminated,and used to develop action plans for improvement.

Question 42

_________ is vocabulary particular to a profession or group that interferes with communication in a workplace.

Question 43

_________ causes people exposed to the same information to often disagree about what they saw or hear
D.
A.Defensive bias
B.Empathetic listening
C.Active listening
D.Perceptual filtering

Question 44

_________ communication encourages lower-level managers and employees to participate in organizational decision making.
A.Downward
B.Upward
C.Horizontal
D.Informal

Question 45

_________ are phone numbers that anyone in a company can call anonymously to leave information for upper management.

Question 46

_________ are personality-,psychology-,or experience-based differences that influence people to ignore or pay attention to particular stimuli.

Question 47

A _________ is an informal communication network that involves numerous people sharing information with a few of their friends resulting in that information flowing freely and quickly through the organization.
A.gossip chain
B.cluster chain
C.linear chain
D.stratified chain

Question 48

A _________ is a method used to deliver a message.

Question 49

_________ is the tendency to fill in the gaps where information is missing,that is,to assume that what we do not know is consistent with what we already do know.
A.Closure
B.Proxemics
C.Kinesics
D.Admeasure

Question 50

The _________ is the tendency to overestimate our value by attributing successes to ourselves and attributing failures to others or the environment.
A.defensive bias
B.self-serving bias
C.reactive attribution error
D.fundamental attribution error