chapters 5 and 6 – Flashcards
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allow organizations to communicate directly with other business, consumers, and the friends of those consumers
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Social networking sites
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Person-to-person conversation exchange that occurs through dialogue between two people or a group of people.
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Interpersonal communication
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Sender, receiver, meaning, encoding, message transmittal, channel
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Communication process
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Provides way for organizations to provide information and connect with fans, customers, employees, and supporters
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Social media
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The number one social marketing platform and is utilized by 61% of Fortune 500 companies
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Twitter
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Include body movements, physical distance, facial expressions, and voice intonations
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Kinesics
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When the striving for unanimity override a group's motivation to realistically appraise alternative courses of actions
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Groupthink
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Forms of expression that does not utilize written or spoken words
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Non-verbal cues
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The physical messages communicate by gestures
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Nonverbal communication
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The final step in the communication process and determines the success of the sender in transferring a message
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Feedback
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Occur when the sender says one thing but their actions, body language or appearance communicate another
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Mixed Messages
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When a group member offers an opinion rather than make recommendations against the group consensus
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Self-censorship
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Vocal cues other than words
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Paralinguistics
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Forms of expression that does not utilize written or spoken words
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Chronemics
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The sharing of thoughts through the meaning of words
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Verbal communication
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The manner of a presentation that allows the audience to logically follow the speaker's message
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Structure
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Accurate data used to support a presentation
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Support
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Define the limitations of acceptable and unacceptable behaviors and set the standards of appropriate behaviors, beliefs,and perception, and feelings
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Norms
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Includes office etiquette, email etiquette, dining etiquette, and business meeting etiquette
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Business protocol
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An informal channel of communication process and determines the success of the sender in transferring a message
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Rumor mill
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False: It is oral communication
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Visual communication is the primary method of conveying messages because of the ability for quick delivery and feedback. True or False
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Physical distraction, Not paying attention to the message, Having poor eyesight.... or ALL THE ABOVE
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Noise can include
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False: it should be clear and specific
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Good communication should be understandable and clear. True
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Asking questions about clarification on an issue
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All of the following are key points to active listening EXCEPT
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Strategy, substance, structure, supplement
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Common tenants for developing and giving a successful presentation include
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Personal space
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Personal territory that ranges from 2 to 4 feet is
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Public space
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Personal territory that ranges from 12 to 25 feet considered
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Kinesics
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The use of physical messages communicated by gestures is
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70%
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Research purports that up to _ on communication can be bases on gestures
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Is any form of expression that does not utilized written or spoken words, Can include eye contact, facial expression, hand movements, and mannerisms..... or B and C
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Non-verbal communication
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Kinetics
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All of the following are examples of non-verbal communication EXCEPT
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Paralinguistics
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The volume, rate of speech, pitch, pauses, and silences used in speaking to convey a message a referred to as
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False: Beliefs have a profound effect on perception
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A person's individual beliefs have little to no effect on perception True or False
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False: direct eye contact not hand gestures
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Attentiveness of the receiver of the sender when communication in person is determined by the distance between the two and may also be indicated by hand gestures. True False
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Simplicity
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Which of the following is NOT considered part of a successful presentation?
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Substance
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_ consists of the speaker's knowledge of the subject matter being presented.
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Style
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_ in considered the are the art of public speaking.
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Sequential, logical, and allows the audience to stay focused on the topic
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The structure of a presentation should be
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Visually
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Evidence has suggested that people retain more data _ than audibly.
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Reading from notes
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When giving a presentation, the presenter should avoid
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False: presenter and not audience
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Effective presentations end with the audience taking action and it is the audiences' responsibility to be persuaded to take action. True False
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Making sure that each member is taking their own notes
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Which of the following is NOT one of the six keys to running a successful meeting?
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True
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One of the guidelines for strop meeting leadership is that all attendees begin on time. True False
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Considering whether a comment will contribute to the understanding of an issue
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Which of the following is a responsibility assigned strictly to participants of meeting?
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The "replied to all" function is applied instead of the "reply" function, Attaching non-work-related documents to emails or BOTH A AND B
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A breach of email etiquette can occur when
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Writing in all caps when appropriate
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Which of the following is NOT true regarding general email guidelines?
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The spread of unnecessary gossip, The distortion of the original message..... or BOTH B and D
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A disadvantage of the rumor mill is
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Overestimation of group's power, closed mindedness, pressure toward uniformity
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Symptoms of groupthink manifest in which three ways?
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Emergence of self-appointed mindguards
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When group members who work together prevent anyone within the group from hearing information that may disrupt the group's complacency regarding their decision=making process is referred to as
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A shared illusion of unanimity
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When silence is interpreted to mean agreement is referred to as
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The first four levels of Maslow's Hierarchy of Needs
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Deficit needs
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Believed that a person can be motivated by needs at more than one level at a time
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Clayton Alderfer
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An inner force that drives individuals to accomplish personal and organizational goals
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Motivation
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Proposed that people are motivated by the probability of their actions leading to the achievement of desired objectives
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Victor Vroom
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Proposed that when an action results in a positive outcome, the action is likely to be repeated
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Edward Lee Thorndike
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When two parties come up with a satisfactory solution or a win-win situation
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Collaboration
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States that behavior that produces a desired effect would become the dominant behavior and would occur more quickly, in similar situations
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Law of effect
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Based upon the assumption that some needs that precendence over others
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Abraham Maslow
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Believed that factors existed to cause and employee to feel unsatisfied with their employment with could impact their performance
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Frederick Herzberk
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The degree to which an individual can successfully complete a job from beginning to end
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Task identity
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Characteristics of the workplace that include pay, supervisors, and working conditions
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Hygiene factors
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Proposed the Equity Theory in 1963
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John S. Adams
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Argued that creating pleasant consequences for certain forms of behavior would increase the frequency of that behavior
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B.F. Skinner
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The perceived likelihood that effort will lead to a specific level of performance
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Expenctancy
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The link between the performance and the reward
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Instrumentality
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The attractiveness that the reward holds for the subordinate
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Valence
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The issuance of unfavorable consequences often formalized in an organization's policies
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Punishment
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Researched the relationship between achievement motivation and economic. Development and the physiikigical influences on achievement motivation
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David McClelland
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Motivations that an individual gains from performing a jobitself
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Intrinsic rewards
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Giving an employee additional tasks at a higher level then the employee's current levell
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Job enrichment
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Wants-based
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Which of the following is NOT one of the theoretical approaches managers can use to motivate employees?
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The behavioral-based method
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_ involves responding to subordinates with positive reinforcement, negative reinforcements, punishment, or extinction.
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Rei forcement, punishment, extinction
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Skinners's Behavior Modification theory consists of
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False
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In Skinner's Behavior Modification theory, rewards could either be monetary or non-monetary but not both. True False
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Cash bonuses
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Which of the following is NOT an example of a non-monetary reward?
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To connect the task to be performed to the likelyhood of better results,setting goals that have positive benefits when employees reach them,making sure thatthose benefits are of value to the organization
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In Vroom's Expectancy Theory, a potential barrier for employees that manager's need to concentrate on would be
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Valence
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_is the attractiveness that the reward holds for the subordinate
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Input, performance, outcomes
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The three parts of the motivation equation used in Vroom's Expectancy theory are
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Deficit
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According to Maslow, physiological, safety, belonging, and esteem are referred to as _ needs.
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Benefits, a promotion
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Which of the following is an example of an extrinsic reward?
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Expectency
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_ theory helps to explain why many workers are not motivated on their jobs.
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False: concerned about establishing and maintaining good interpersonal relations, being like and having the people around them get along with eachother
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According to McClelland, the need for affiliation is found in people who desire to perform challenging tasks well and have a strong desire to meet personal standards.
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Job enlargement
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A focus of Job-based motivation is allowing the employee to experience
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Task efficiency
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Which of the following is NOT a dimension in Hackman and Oldham's Job Design Model?
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Job responsibilities
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Herzberg defined job motivators to include
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FALSE: it is the amount of freedom, independence, and discretion the employee has in areas such as scheduling the work, making decisions, and determining how to do the job
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According to the Job Design model, autonomy is the degree to which the job requires the individual to do different tasks and involves the use of different skills, abilities, and talents
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Experience job satisfaction
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According to John Adams Equity Theory, an individual who believes that the treatment is equitable such that the outcomes equal the inputs will likely
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Process conflict
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Which of the following is NOT an example of constructive conflict?
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Process conflict, Task conflict
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Which of the following is a type of conflict that can be found in the workplace?
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One individual will simply acquiesce to another
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When a manager deals with conflict through accommodation,
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Both parties try to satisfy their goals by coming up with a satisfactory solution
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When a manager attempts to resolve conflict using collaboration,
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Emphasizing individual work, Listening to each other, Patiently working through job assignments or ALL THE ABOVE
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Collaboration can occur by
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Hold themselves mutually accountable
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Which of the following is an attribute of a team?
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Both individual and team performance is evaluated by the team goal
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A positive aspect of teams is
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Workload is dispersed among smaller cells of individuals
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Which of the following is NOT a characteristic of an informal team?
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Quality circles, committe/taskforce, workgroups, cross-functional teams
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Primary types of teams can include
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self-managed teams
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Members of a _ manage the day-to day operations of a process or department.
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Increased ownership and stewardship
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Which of the following is NOT considered a benefit of a team to an organization?
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Increased knowledge of interpersonal dynamics.
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Which of the following is a benefit of a team to an individual?
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Forming, Storming, Norming, Performing, Adjourning,
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What is the correct order of the stages of Team Development listed Bruce Tuckman?
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Norming
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The _ stage of Tuckman's Team Development process represents a time of change in which close relationships form an interdependence between members of the group.
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30%
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According to John Kotter in his book Leading Change, high performance teams may spend _ of their time receiving training on technical and interpersonal skills.
