question

In the "Communicating with Chuck" case study, what is Chuck's supervisor considering doing prior to Chuck's upcoming annual review? [p. 4]

answer

Chucks supervisor is considering changing the needs improvement for customer service part of his evaluation to satisfactory so he doesn't have to deal with him.

question

What was Coach Arnold "Red" Auerbach's rule of thumb definition of communication? [p. 5 & 21]

answer

It's not what you tell them It's what they hear

question

Charles Redding (often called the "father of org. com") contended that one of the basic sources underlying every organizational failure was a failure of what? [p. 5]

answer

communication

question

In the statements the author has collected about communication problems people have had in their organizations, what was the issue presented about teleconferencing— especially internationally? [p. 10] reread

answer

The organization was flawed, which type of communication to use and when, as well as people not being aware of cultural communication differences

question

T/F The field of organizational communication was developed in the early 1900s, around the time of WWI (the first World War). [p.2]

answer

F

question

b) T/F According to the author, effective management communication in an organization is primarily the responsibility of upper management. [p. 6

answer

F

question

T/F In the chapter, the author uses NASA and the Marshall Space Flight Center (MSFC) as an example of effective organizational communication. [p. 6, 12, 13]

answer

F

question

T/F This is the author's first book. [p. xix]

answer

F

question

BONUS: In the Working Daze cartoon on page 6 of our syllabus, what's the message?

answer

...

question

In chapter 1 Zaremba talks about five myths of organizational communication. Name three of them. [p.13, p.14, p. 15]

answer

1.It's easy to teach someone 2. A large vocab means your good at communicating 3. It only pertains to business

question

n one discussion, the author quotes Lee Iacocca former CEO of Chrysler. Iacocca begins by saying, "I've known a lot of engineers with terrific ideas... It's always a shame when a guy with great talent can't...." Can't do what? [p. 14]

answer

Communicate effectively

question

What does Craig Ingraham, VP and Senior Counsel for MasterCard International say is the "single most important thing a manager has to do in terms of communication?" [p. 26]

answer

listen

question

What does Craig Ingraham say can be "the kiss of death" in your role as a manager? [p. 26]

answer

Losing credibility with the rest of your organization

question

In Zaremba's Ethical Probe: "Please sign my letter," a) Why is the letter writer asking you to sign it? b) What is the ethical dilemma? [p. 25]

answer

A)Because the person writing the letter doesn't have the same amount of authority b) because I don't necessarily agree with the letter

question

a) T/F Communication is a non-linear phenomenon. [p. 18]

answer

T

question

b) T/F Unintentional communication is a myth. [p. 19]

answer

F

question

) T/F The act of sending a message, in and of itself, means that communication has taken place. [p. 19]

answer

T

question

If you and I are studying a group of workers, there's a very good chance that their productivity will increase just because we're paying attention to them. This is an example of what? [p.41, 42]

answer

human relations theory

question

In the Classical Theory of Management, employees are motivated strictly by what? [p.40]

answer

Money

question

T/F In the Classical Theory of Management, employees try to emulate the hardest workers. [p. 34]

answer

F

question

T/F "Fayol's Bridge" refers to the downward communication in an organization. [p. 38, 39]

answer

F

question

) T/F According to Frederick Taylor, any job could be completed scientifically. It was just a matter of studying the job, identifying the best way to do it, and identifying the best person to do it. [p. 34]

answer

T

question

T/F Henri Fayol encouraged weekly conferences of department heads to encourage "spontaneous collaboration." [p. 45]

answer

T

question

. In Zaremba's example of "Communicating to a New Staff," Patricia Daniels was brought in to take over as head of the department. a) Was she brought in from the outside, or from elsewhere in the company? b) Why was she brought in? [p. 31, 32]

answer

A) outside the company B) set a new tone in the company

question

BONUS: In the Patricia Daniels story, why wasn't the associate director of the department promoted? [p. 31, 32]

answer

he was laid back about enforcing rules

question

Here are three management theories discussed in this chapter: o Classical o Human Relations o Human Resources Which applies to each of the following statements? 2. Employees are like parts of a machine. ____ 3. A happy employee is a productive employee. _____ 4. Management plans the work, and laborers follow through with the plan._____ 5. Employees have value. They can contribute to an organization in ways that are untapped. _____ 6. Scientific management. _____ 7. Tests can determine the most efficient way to do a job. _____

answer

2. Classical 3.human relations 4.classical 5.human resources 6.classical 7.classical

question

8. Assign each of the following four assumptions to either McGregor's: Theory X or Theory Y a) Workers are self-motivated and require little direct supervision b) Under the right conditions people will view work as natural as play c) Workers are not ambitious and prefer direction d) Workers must be directed and threatened with punishment to achieve organizational productivity.

answer

A. Y B. Y C. X D. X

question

What's the "fallacy" when managers believe that workers are stubborn fools or jackasses? [p. 56 & 58]

answer

human resources will fail, manager's messages will be resisted because employees will see the messages as manipulative eventually. they are not fools

question

Bonus Question: What is Duane Vild's "33-33-33 Rule" regarding coaching people about communicating inter-culturally? [p. 57, 58]

answer

1. one third of people won't acknowledge a problem 2. one third doesn't need training 3.one third of people have problems but can't be transformed

question

you hadn't thought of before, or something that helped you look at things differently. Here are the names of three new Org Com theories you've read about. • Systems • Critical • Cultural Which of these theories are represented by the "descriptions" below in numbers 2-11? 2. Welcome banner, first name basis, ending the week with work mates at the bar. 3. Every department of an organization needs to be linked with every other one. 4. "Feminist Theory." 5. An organization cannot thrive without interacting with both its *internal* and *external* environment. 6. Deals with the "abuse of power" 7. Functionalists and Interpretivists. 8. Hegemony 9. Sexual Harassment in workplace 10. The various units of an organization are all interdependent. What happens in one either directly or indirectly affects what happens in another. 11. Multiple Stakeholder Theory

answer

2.Cultural 3.systems 4.critical 5.systems 6.critical 7.cultural 8.critical 9.critical 10. Systems 11. Critical

question

What is the "Silo Effect"?

answer

stops interaction between certain parts of the organization

question

BONUS: In the "Applying the Principles" case on page 68, what would you do and why

answer

Attempt to talk to the manager in question, this way noon gets in trouble right away, and he has a chance to try and right his wrong

question

In the Rachel Adams case, how was she blindsided by her boss? What happened? [p.79/80]

answer

her boss told her a merger wouldn't happen, but then it did, and she ended up losing her job

question

What is the author's basic two-part definition of "Strategic Ambiguity"? [p.86- 88]

answer

a. being purposely vague b. For the benefit of the organization or personal gain

question

In the "Ethical Probe" section about the college department with a Human Resources major, with what ethical issue were they dealing? [p.90/91]

answer

Human resources wasn't getting funding or respect from other departments, they didn't think HR was up to par

question

5. What did they finally decide to do? [p.90/91]

answer

they decided to make the bulletin make they're department look stronger by using strategic language excluding the low SAT scores

question

6. The author discusses two of Charles Redding's criteria for "the ideal communication climate." One is "openness. What is the other? [p. 83]

answer

Credibilty

question

The "Thank God It's Monday" article I asked you to read reflects most clearly which of the Organizational Theories we've read and talked about so far?

answer

Human relations

question

In the "Thank God It's Monday" article, what famous 1920s study—which we've discussed—do the authors cite to demonstrate that "the attention workers were getting was what made them happier and more effective"?

answer

Hawthorne

question

BONUS a) Who said: "Our performance has never been stronger; our business model has never been more robust; our growth has never been more certain...." b) Why was it such an ironic statement? [p. 80]

answer

Kenneth Lay, It was ironic because they were about to lose their jobs

question

2. In "Applying the Principles—Self-Inventory," Zaremba writes about his survey on Ethical Attitudes. He notes that participant responses were generally affected by 4 things. One was different value systems (i.e., a person's personal beliefs). Name one of the other three. [p. 92-94]

answer

Personal experience

question

In establishing a company or industry Code of Ethics, Zaremba cites 4 essential requirements. Name two. [p. 96]

answer

Guidlines Publish them Method to enforce rules committment from top management

question

4. Zaremba talks about four different "Philosophical Ethical Yardsticks" one can use to make ethical decisions. One is John Stuart Mill's "Utilitarianism," which is often referred to as "The Greatest Happiness principle." According to Mill, what makes an act moral? [p.96]

answer

If a large amount of people benefit from it

question

What is John Rawl's "Veil of Ignorance" argument? [p. 97]

answer

Justice should be blind, it likely increases the chances of quality decision making

question

6. What does Immanuel Kant's "Categorical Imperative" say about what is ethical and what is not? [p. 96]

answer

Universal meaning of what's right and wrong

question

In the "Practitioner Perspective," Victoria Kohlasch, Managing Director of Marketing for CRIC Capital says that when you lie in an organization, "you are not creating a new truth. You may think you are, but what you are creating is the foundation in your organization that it's _____?" [p. 99]

answer

okay to lie

question

In the survey that assessed attitudes toward ethical communication, name three of the examples that appeared in the top ten as "more unethical than ethical." [p. 95]

answer

lying about layoffs emailing bad news using grapevine to spread bad news

question

BONUS Why was George O'Leary fired from the University of Notre Dame within weeks of his hiring? [p.98]

answer

The university gound out he lied about having his master's degree,and lied about having letters for playing football

question

2. In the Rayna Smith case, why was Smith initially disappointed? [p. 105]

answer

she did not feel appreciated for training the first 12 people successfully

question

Carol, the secretary for the Communication department, sends you an email saying that our next COM300 class will be meeting in a different room. Using Zaremba's three categories, which type of message is this? [p. 109]

answer

maintanance

question

Tavares announces that much of the midterm exam will be based on the reading quizzes. Which type of message is this? [p. 109]

answer

maintanance

question

. Tavares gives you an on-line article and asks you to read before the next reading quiz. Which type of a message is this? [p. 107]]

answer

task

question

6. One of your team members forgets to email Tavares the team's MORE memo. You send the person a note saying, "Hey, everybody makes mistakes." Which type of message is this? [p. 110]

answer

Human

question

One of your team members forgets to email Tavares the team's MORE memo. You send the person a note saying you'll hunt them down. Which type of a message is this? [p. 110]

answer

Human

question

In one example of a failure of staff members to read a broadcast email sent by the manager, Zaremba talks about "selective perception." What does he mean? [p. 109]

answer

paying attention only to things that you want to

question

Different types of messages have to be communicated in organizations. Zaremba discusses five different criteria for messages to make them effective. Name four of them. [p. 111]

answer

timely credible accurate clear pertinent

question

BONUS Why wasn't John able to board his United Airlines flight? [p.112]

answer

He did not check his email from weeks ago stating their was a mixup wit his ticket

question

According to the author, Media Richness is a medium's capacity "to change understanding." He identifies three criteria for determining "richness." One is "the capacity for the medium to tailor a message to personal circumstances." Name one of the other two. [p. 114]

answer

1. opportunities for immediate feedback 2. Presence of multiple communications cues

question

Asynchronous Communication a) What is the definition of an "asynchronous" communications medium? [p. 114] b) Give an example of an "asynchronous" communications medium. [p.114]

answer

a) A medium that does not require the source/receiver be present at the time of communication B) example: email

question

When ranking media in terms of richness, what does Zaremba have at the top of the list—what is the richest? [p. 115]

answer

Face to face

question

Despite its commonness, in traditional business contexts, what type of media does Zaremba say some managers may still be ignorant of? [p.116-118]

answer

social media

question

In his discussion of first and second level effects of communication technology, what does "second-level effect" mean? [p. 118]

answer

The derivative effects. For example. increased telephone use resulted in a decrease in literacy

question

7. The author discusses first and second-level effects of communication technology. Of which type are the following examples? [p. 118] a) Unintended consequences b) Leaving a voicemail message for a colleague c) Sending an e-mail message to all members of your COM300 team simultaneously d) Flaming

answer

a) second level b) first level C) first level d) second level

question

BONUS: Gordon Rudow, CEO of Bonfire, says that new media including multimedia content and social networking, can be highly effective in an organization as long as you're sensitive to whom? [p. 124]

answer

the audience

question

The 1-800 number on a can of Coke is an example of which basic network system in an organization? [p.132-134]

answer

External Network

question

An SCSU Sunday Open House for prospective undergraduate students hosted by the Admissions Office is an example of which basic network system in an organization? [p.132-134]

answer

internal networks

question

If SCSU's Admissions Office doesn't tell the SCSU Police Department about the Sunday Open House, and visitors find the building locked when they come to campus, it is a failure of which basic network system in the organization. [p.132- 134]

answer

internal

question

What is the primary analogy the author uses for networks within an organization? [p. 130]

answer

highway

question

. What is the primary analogy the author uses for messages within the network or on the network? [p.130]

answer

vehicle

question

In discussing the grapevine roles that individuals might play in an organization, Zarema talks about "Isolates," "Bridges," and "Liaisons." What's a "Liaison"? [p.136]

answer

Person who links one department to the other, but is not a member of either department

question

What's an "Isolate"? [p. 136]

answer

Individuals who are out of the loop of grapevine communication

question

What does the author mean when he talks about the "Resilience" of the grapevine? [p. 136]

answer

the grapevine will always be there

question

BONUS: In the copy of the corporate memo about "Employee Networks" that was emailed to the author by a friend, what was the Vice President trying to do? [p.138]

answer

stop the grapevine or curb it

question

What is William Ouchi's "Theory Z"? [p. 107]

answer

The ability to adapt to surrounding cultures

question

Eisenberg says that previous to the 1980s, the dominant vocabulary for Org Com came from the fields of Psychology, Sociology, and Management. But in the 1980s there was a new focus on how to interpret organizational cultures that derived its vocabulary from what other field? [p. 108]

answer

Anthropology

question

T/F Eisenberg points out that the study of an organization's values should be limited to the company's formal publications. [p. 108, 109]

answer

F

question

T/F The physical workspace itself can illustrate the values of an organization. [p. 108]

answer

T

question

c. T/F According to this Eisenberg excerpt, Tavares's old NPR staff getting together in a bar many Friday afternoons (without Tavares) is a valid example of defining the organization's culture. [p. 109]

answer

T

question

T/F Culture can provide a unique sense of identity. [p.110]

answer

T

question

In the Eisenberg excerpt, what company is described with the metaphor, "The Smile Factory"? [p. 110]

answer

Disney

question

What is "ethnography"? [p. 109]

answer

Writing of culture

question

BONUS: In the reference to Goodall's study of a particular car culture, what type of car did those studied drive? [p. 111]

answer

Ferrari

question

Zaremba discusses the values of "Upward Networks" in an organization. Why does he cite the creation of McDonald's Egg McMuffin, Filet O' Fish sandwich, and Big Mac as an example of this? [p. 141]

answer

The ideas came from employees inside the franchise. Management made these employees feel included by not ignoring these suggestions

question

What is Feynmans "theory" regarding upward communication getting "clogged"? [p.144]

answer

Managers discourage certain types of information from being delivered to them

question

. Zaremba points out that messages traveling on downward networks are frequently transmitted serially. [p. 146] a) What does he mean by this? b) What's the danger?

answer

A) there are often stopping points between the original source of the message and the receiver B) The original message may not get to the receiver successfully

question

a) T/F Departments in organizations are inherently interdependent, not independent. [p. 149]

answer

T

question

b) T/F In "serial distortion" or "leveling" is when information is taken out of a message. [p. 148]

answer

T

question

) T/F Zaremba says that one value of upward networks is that people on lower levels of the organization are often aware of problems that people on the top levels could not possibly be privy to. [p.141]

answer

T

question

BONUS: In Richard Feynman's experience as a member of the commission examining the Challenger explosion, he found that subordinates often had valuable information that had not been communicated to managers. In his first instance, to what did he attribute this lack of upward communication? [p. 143, 144]

answer

workers had poor written communication skills

question

Zaremba borrows the term " wind chill index" to describe what in the organization? There are two parts (a) & (b) [p.155]

answer

Actual conditions in the organization and the perceptions employees have of these conditions

question

What are the five elements of Redding's "Ideal Supportive Climate"? [p.156]

answer

Supportiveness,credibility,confidence, and trusts,openess, participatory decision making, emphasis on hgh- performance goals

question

In the "Jamie at the Wayfarer case, how did Jamie Levesque describe the formal channels of communication under Osias, her first boss? [p.164]

answer

none

question

Zaremba gives us a number of examples of organizational heroes, rites, rituals, and slogans to illustrate aspects of an organization's culture. In one of the examples, to what did "Pulling a Milton" refer? [p.158]

answer

working weekends on something major

question

T/F In the "Jamie at the Wayfarer" case, the first meeting with the new manager reinforced his Theory Y approach. [p.164/165

answer

...

question

T/F "Organizational Identification" refers to the extent to which individuals identity with the organization in terms of its goals and values. [p.162]

answer

T

question

T/F "Participatory Decision Making" allows employees to have their voices heard. [p. 156]

answer

T

question

BONUS: In "The Informal Orientation," (Applying the Principles), describe which of the two orientations you would prefer and why? [p.158]

answer

The second approach because it would motivate me and make me want to strive to be a good employee.

question

T/F Zaremba says an important measure of the culture of an organization is how leaders respond to a company crisis. [p. 166]

answer

T

question

T/ F The positive culture of an organization can effectively be engineered by management. [p. 167

answer

F

question

T/F Zaremba says that a "We're all family here" approach in an organization is often a ploy to get employees to work harder. [p. 167]

answer

T

question

Zaremba says that a college classroom can be a "microcosm" of an organization. In his discussion, what two entities will contribute to—and affect—the climate and culture of the class? [p. 169]

answer

your instructor and how the students in a class communicate

question

What was the purpose of Werner von Braun's Monday Notes at the Marshall Space Flight Center? [p. 170]

answer

to become familiar with other unit's work

question

William Lucas was the MSFC head in the 1980s. What about his leadership style prevented him from always getting good information? [p. 170]

answer

he was aloof and critical

question

Former Massachusetts Governor Michael Dukakis relates the story of the new AMTRAK CEO doing something very unusual, which enhanced his credibility among the employees. What did the AMTRAK CEO do? [p.175]

answer

talk to the engineers and conductors and asked them questions

question

Why did Massachusetts governor Michael Dukakis like to do his own shopping? [p.175]

answer

so he can talk to people

question

What is "Emotional Intelligence"? [p. 174]

answer

the ability to monitor one's own and others' feelings and emotions, to discriminiate among them and to use this information to guide one's thinking and actions

question

BONUS: What would Tom Glynn do every Friday when he was head of the Boston Metropolitan Transit Authority that endeared him to employees. [p. 176]

answer

Takhis bag lunch and go over and meet with brown baggers without supervisors present

question

What's the general topic of Chapter 7? [p. 180]

answer

The general topic of this chapter involved meetings, ethnocentrism and the different types of tensions.

question

What is the Asch effect? [p.187]

answer

an experiment on how willing individuals would be to conform to clearly incorrect conclusions

question

What is "goal lining"? [p.188]

answer

results in an absence of valuable substantive conflict. Participants see reaching the gola as the lone criteriom determining quality team interaction

question

What is ethnocentrism? [p. 189]

answer

tendency to think that our own culture is superior to other cultures.

question

The tendency for groups to make decisions without considering alternatives is referred to as what? [p. 187]

answer

Groupthink

question

T/F Primary Tensions are those which people might feel even before a meeting begins. [p. 183]

answer

T

question

T/F Secondary Tensions are those which people might feel once the meeting begins. [p. 184]

answer

F

question

T/F Substantive Conflict in a meeting can be a positive type of tension in a meeting. [p.186]

answer

T

question

The roadmap for a meeting is its ________ ? [p.189-190]

answer

Agenda

question

BONUS: in the cartoon about hidden agendas on page 190, part of the caption reads: "On the one hand, eliminating the middleman would result in lower costs, increased sales, and greater consumer satisfaction; on the other hand...." What's the punch-line?

answer

We are the middleman

question

What is the purpose of an "intervention tool" in a meeting? [p. 191]

answer

used to alter behavior that would likely not be altered had there been no intervention. Reduce primary and secondary conflict

question

Here are six "Intervention Tools" that the author discusses: • Buzz Groups p.192 • Brainstorming p.192 • Nominal Group Technique (NGT) p.195 • Problem Census p.196 • Risk Technique p.196 • General Procedural Model (GPM) p.197 Which of the six is best illustrated by the following: a) The leader goes around the table and asks each person for one idea, which is then listed on the board or flip chart ______ b) At the beginning of the meeting, before teams begin to discuss a topic, the leader polls each member of the group regarding their individual perspective and perception of the problem under discussion _____ c) The leader encourages each participant to play the "devil's advocate" _____ d) The leader encourages participants to write down their solutions to a particular problem, then asks each participant to share ideas one at a time, while writing them on the board or flip chart _____ e) The leader combines many of the other intervention techniques _____ f) The leader breaks the participants up into smaller groups of two or three to discuss ideas, then has each of these groups summarize their ideas _____

answer

a) Brainstorming b) Problem Census c) Risk Technique d) Nominal Group Technique (NGT) e) General Procedural Model (GPM) f) Buzz groups

question

The author talks about a number of specific responsibilities the leader of a meeting has. Name three of them: [p. 198, 199]

answer

Plan meeting, get the meeting started, keep the discussion on track, summarize periodically, plan for the next session

question

BONUS: In the Gail Hunter Practitioner Perspective, for what organization does her company produce marketing events? [p. 205]

answer

NBA

question

Joseph DeVito explained three reasons why intercultural communication has become an imperative in contemporary society. Name two of them. [p. 213, 214]

answer

mobility, economic and politcal interdependence, communication technology

question

The author discussed five categories of cultural perspectives. Two are "Norms," and "Roles." Name two of the remaining three. [p.215

answer

belief systems, values, laws

question

T / F Culture is learned. It is not biologically transmitted. [p. 215]

answer

T

question

T / F "Enculturation" refers to the process by which one forces their culture on others. [p.215]

answer

F

question

T / F Zaremba says that communication technology has made it harder for organizations to remain homogeneous. [p. 213]

answer

T

question

Elashmawri and Harris identify a half dozen ways that cultural differences are manifested in people. One is language. Another is aesthetics." Name two others. [p. 215]

answer

nonverbal messages, self- image, patterns of thinking

question

BONUS: In the "Applying the Principles—Test Yourself," how would you handle the second scenario regarding the bank tellers? [p. 217]

answer

I think that hiring workers who are fluent in different languages is beneficial. Working at Express, I noticed that this is very important. However, due to this issue arising, I would set a meeting up with everyone and talk to everyone about what to do and what not to do.

question

What does Hofsted mean by "Uncertainty avoidance"? [p. 222]

answer

the extent to which members of a cultural group require certainty and disdain ambiguity and uncertainty

question

What does Hofsted mean by "Power distance"? [p.222]

answer

the acceptance of supervisor/ subordinate authority distinctions in organizations

question

Why does the author say it's important for traveling business people to be cognizant of nonverbal gestures? [p. 221]

answer

there are gestures that mean one thing in one culture but something different in others

question

Here are Adler's five structural orientations of multinational organizations: • Cultural Dominance • Cultural Accommodation • Cultural Compromise • Cultural Avoidance • Cultural Synergy In the 1990s, Disney opened Euro-Disney outside of Paris to great fanfare. It seemed like a no-brainer. Everyone knows Mickey and Donald and Goofy. They would just build a copy of one of their American parks, rules and all, because they knew that's what works best, period. Initially it was a dismal failure. Which TWO of Adler's structural orientations might result in this failure? "When in Rome, do what the Romans do." [p. 222]

answer

1) Cultural Dominance 2) Cultural Avoidance

question

T/F The Theory of Linguistic Relativity (sometimes called the Whorfian Hypothesis) says that language affects our sense of the world, therefore, groups of people who do not share the same language will have different perspectives. [p.220]

answer

T

question

T/F Linguistic Relativity implies that a Chinese employee and an American employee will succeed if both speak a common language. [p. 220]

answer

F

question

T/F Linguistic Relativity says that there are universal meanings for most words. [p.220]

answer

F

question

BONUS: What does Steve MacLeod, Senior Vice President for Fluor Corporation say is the first step toward business success in intercultural and international contexts? [p.228, 229]

answer

acknowledge that there are intercultural differences and to respect the diversity.

question

The author refers to five categories of "trustbusting" behavior (behaviors that can bust your trust in an organization) during a crisis. One is "stonewalling." Name two others: [p. 238]

answer

Arrogance, defensive threatening, delaying

question

T / F -- "Crisis Communication" and "Crisis Management" are synonymous. [p. 234]

answer

F

question

T / F -- When a company puts together a crisis team, its primary members should be those involved in public relations [p. 239]

answer

F

question

"Stakeholders" can be inside the organization or outside of the organization. [p. 240]

answer

T

question

What does Ed Klotzbier mean when he says, "The time to fix your roof is when the sun is shining"? [p. 237]

answer

the importance of proactive planning is unequivocal

question

In regard to preparing for a crisis in an organization, if avoiding trustbusting, and communicating honestly are crisis communication imperatives, an initial step in crisis planning requires obtaining a commitment from whom? [p. 238]

answer

top management

question

In regards to strategies for image restoration, the term "bolstering" refers to what? [p. 246]

answer

when a spokesperson identify the achievements of an organizaion in an attempt to deflect attention from the specific crisis and highlight the organizational attributes

question

In regards to strategies for image restoration, the term "displacement" refers to what? [p. 247]

answer

an organization or person attempts to place the blame on someone else

question

In regards to strategies for image restoration, the term "suffering" refers to what? [p. 248]

answer

when an organization suggests that it too has been victimmized by a crisis

question

What do many crisis communication experts say about the phrase, "No comment?" Why? [p. 251]

answer

they are sending messages that are probably perceived negatively. The company has something to hide

question

T / F - The Bayside Inn case study is an example of how one organization was effective in handling a crisis. [p. 250]

answer

T

question

T / F - Crisis Communication and Crisis Management are essentially the same thing. [p. 251, 252]

answer

F

question

T / F - Experienced PR expert Jason Vines says that strategic ambiguity is one of the more important tools in your toolbox. [p. 252]

answer

F

question

Zaremba writes about the "Four Rs" that are variables in Restoration Theory (how a company might restore its image by the way it responds to a crisis). The first of these variables is Reputation. Name two others: [p. 245]

answer

relationships, responsiblity, response

question

BONUS: In the Practitioner Perspective, how did Chrysler chairman Lee Iacocca respond to the revelation that some assembly plant officials were rolling back the odometers on some cars they were using and shipping them to the dealers as "new"? [p. 252]

answer

apologized, acknowledged that some company people had engaged in that activity, said it was stupid and promised that it would not happen again

question

T/F An ECCO analysis is used to determine how participants received information in an organization. [p. 263]

answer

T

question

T/F An accurate communication audit can only be conducted by external consultants. [p. 268]

answer

F

question

T/F One of the trickiest parts of a communication audit is reporting the results. [p. 268]

answer

T

question

Regardless of what is being examined or audited, your test must be both valid and what? [p. 256]

answer

Reliable

question

A "Critical Incident Interview," also referred to as a "Communication Experience Interview" ask respondents two questions. What are they? [p. 263]

answer

describe an excellent communication experience and to describe a poor communication experience

question

In the 60 Minutes IDEO "Design Thinking," what is the core of design thinking as explained by David Kelly? [00:47.]

answer

...

question

In the Design Thinking video, Kelly says that it's important to gain empathy with consumers. One example he uses is in designing the software for a computer program. He says all you have to do is watch people using it and ______ [2:13]

answer

...

question

Jacqui Sweeney from Northeastern University recommends things or types of things that should be included in a portfolio. Name three. [p. 281]

answer

table of contents, current resume, actual or model cover letter, at least two letters of recommendation

question

Zaremba talks about using networking opportunities when you have the chance. For those considering organizational communication careers, he names two membership organizations worth joining. Name one of them. [p. 281]

answer

International Association of Business Communicators and the Public Relations Society of America

question

BONUS #1 (Chapter 11): Angela Sinickas, in talking about the greatest challenges in reporting the results of an audit, says that clients often did not want to "hear" what the research uncovered. She said that Executives are all too often sheltered from the reality of their organizations by what? [p. 270]

answer

managers who didnt want to be bearer of bad news

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