question

If you are nervous in a job interview, it is best that you admit it

answer

FALSE

question

Poor communication between staff and managers has a financial cost to organizations

answer

TRUE

question

Communication is the transfer of information and understanding from one person to another

answer

TRUE

question

You are an efficient communicator when your intended message is accurately understood by the other person.

answer

FALSE

question

Encoding is defined as an attempt to disguise a message so that only the desired recipient can interpret it

answer

FALSE

question

Bret had many spelling and grammar mistakes in his report, some of which made the content difficult to understand. This is an example of poor decoding

answer

FALSE

question

The pathway by which a message travels is called the medium

answer

TRUE

question

Eli shut his eyes and dropped his head into his hands when his boss announced the holiday schedule. This is an example of feedback

answer

TRUE

question

Noise is defined as any physical sound that interferes with accurate communication between two people

answer

FALSE

question

The sun was right in Sienna's eyes, so she looked away and missed the coach's demonstration of a defensive technique. In this case, the sun acts as noise in the communication process

answer

TRUE

question

Noise can affect written and spoken messages, and even nonverbal ones

answer

TRUE

question

The communication process begins with the transmission of a message through a medium

answer

FALSE

question

Media richness indicates how well a particular medium conveys information and promotes learning

answer

TRUE

question

Face-to-face communication is the leanest form of communication

answer

FALSE

question

A rich medium of communication is best for nonroutine situations and to avoid oversimplification

answer

TRUE

question

If you must tell your subordinate that he is facing a sexual harassment investigation, you should use a lean medium of communication

answer

FALSE

question

The danger of using a lean medium for nonroutine matters is overloading; the medium typically provides more information than is necessary

answer

FALSE

question

A telephone call is a richer medium than a personal letter

answer

TRUE

question

A speaker that isn't working properly at a fast-food drive-through is an example of a communication barrier

answer

TRUE

question

Neha did not receive an important e-mail from a client because, unbeknownst to her, her company's e-mail server was down. This is an example of a receiver barrier

answer

FALSE

question

Time-zone differences can be a physical barrier to communication

answer

TRUE

question

When a supervisor tells you, "We need to get this done right away," the supervisor has created a semantic barrier to the communication process

answer

TRUE

question

The study of the meaning of words is called semantics

answer

TRUE

question

Jargon is the use of foreign language terms to represent concepts in American business

answer

FALSE

question

Jargon is an example of a physical barrier to communication

answer

FALSE

question

Trust between parties is an important element in preventing communication problems

answer

TRUE

question

One's ego can affect how receptive that person is to being influenced by others

answer

TRUE

question

Effective communication begins with challenging, at least mentally, what you have heard

answer

FALSE

question

A stereotype consists of harmful beliefs that suppress minority groups of people

answer

FALSE

question

Nonverbal communication consists of messages sent using written rather than spoken media

answer

FALSE

question

Eye contact signals the beginning of conversation; people typically tend to look at others when beginning to speak

answer

FALSE

question

A smile does not convey the same emotions in different countries

answer

TRUE

question

Folding one's arms can be interpreted as defensiveness

answer

TRUE

question

According to research, touching is typically detrimental to teamwork

answer

FALSE

question

One of the ways to improve communication is to show animation

answer

TRUE

question

Women are slightly more likely than men to negotiate their starting pay

answer

FALSE

question

Among gender difference in communication is the idea that men are more likely than women to ask questions

answer

FALSE

question

According to Deborah Tannen, women are more tactful than men when it comes to giving feedback.

answer

TRUE

question

More often than not, a male executive who wants the advice of an executive coach will turn to a woman

answer

TRUE

question

Vertical communication refers solely to the flow of messages down the hierarchy, or in other words, bosses communicating with subordinates

answer

FALSE

question

When a subordinate recommends to her manager that their department get additional help for the inventory process, it is considered vertical communication

answer

TRUE

question

The main purpose of horizontal communication is coordination between and within work units

answer

TRUE

question

Vertical communication is impeded by rivalry between work units

answer

FALSE

question

Management by wandering around is an example of a formal communication channel

answer

FALSE

question

The grapevine is faster than formal channels of communication

answer

TRUE

question

Management by wandering around helps reduce the distortion that occurs with formal communication flowing up a hierarchy

answer

TRUE

question

Foregoing the use of an agenda for a work meeting makes it harder for participants to add excessive items and thus helps streamline the meeting

answer

FALSE

question

Multicommunicating represents the use of technology to participate in several interactions at the same time

answer

TRUE

question

Texting and checking one's e-mail during group meetings has become commonplace and accepted in the workplace

answer

FALSE

question

Compensation is the most important factor for Millennials in choosing employment

answer

FALSE

question

Research finds that reducing an organization's travel budget also reduces its revenue and profitability

answer

TRUE

question

High-definition videoconference systems that simulate face-to-face meetings between users are known as virtual conference technology

answer

FALSE

question

Telecommuting is more common for jobs that involve brain work requiring concentration and limited interruptions

answer

TRUE

question

Telework is a broad term than encompasses not just working from home but working from anywhere

answer

TRUE

question

A system of safeguards for protecting information technology from threats is known as cyber-defense.

answer

FALSE

question

The right of people not to reveal information about themselves is known as privacy

answer

TRUE

question

Among users of social networks, the older the user, the more likely that person carefully monitors the content of the profile and who has access to it

answer

FALSE

question

The average worker receives 200 e-mails a day

answer

TRUE

question

The greater the use of e-mail within an organization, the more connected coworkers feel

answer

FALSE

question

Most people would rather give up their TVs or the Internet than their mobile phones

answer

TRUE

question

Today, problems with smartphones are mere annoyances

answer

FALSE

question

Internet-based and mobile technologies used to generate interactive dialogue with members of a network are collectively known as social media

answer

TRUE

question

Diminished ethics by businesspeople is one of the drawbacks commonly associated with the use of social media

answer

FALSE

question

People comprehend less than half of a typical verbal message

answer

TRUE

question

The main purpose of those with an evaluative listening style is to try to determine the speaker's main message and important points

answer

FALSE

question

To be a better listener, you should not distract the speaker with questions

answer

FALSE

question

By and large, speed reading isn't effective because it does not work well for difficult or unfamiliar material

answer

TRUE

question

Advice to help streamline your reading includes asking subordinates to screen, scan, or summarize it for you

answer

TRUE

question

Top-down reading requires managers to summarize important information in reading and to share it with subordinates

answer

FALSE

question

When your reader is attached to a solution other than the one you propose, your writing should order points from most controversial to least

answer

FALSE

question

One study found that the top predictor of success and upward mobility is how much a person enjoys public speaking and how effective the person is at it

answer

TRUE

question

An audience is unlikely to remember more than a few points from a speech

answer

TRUE

question

If you have little experience, the top selling points about yourself in a job interview should be

answer

your personal qualities.

question

Communication is

answer

the transfer of information and understanding from one person to another.

question

When your intended message is sent accurately in the least amount of time, you are a(n)

answer

efficient communicator.

question

Which of the following is not an element of the communication model?

answer

Decoder

question

The process of translating a message into understandable symbols or language is called

answer

encoding.

question

When the band came out on stage and the lead singer shouted, "Hello, San Antonio!" the crowd roared with applause. The crowd's response is an example of

answer

feedback.

question

Which of the following is not an example of noise in the communication process in a typical classroom?

answer

A student responding to a professor's request for questions.

question

Which of the following is a step in the communication process?

answer

The message is transmitted through a medium.

question

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback.

answer

rich

question

Which of the following is the most appropriate media for a manager advising employees of a revision to the company's bonus structure?

answer

Face-to-face meeting.

question

Of the following, which medium is the richest?

answer

Videoconferencing

question

Of the following, which medium is the least rich?

answer

Flier on a bulletin board.

question

A manager wants to tell employees that the quarterly project management training will start on April 12, about two months from now. Generally, which of the following should the manager use?

answer

Newsletter

question

Executives at Davidson Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming any of the following are possible, how should executives communicate this?

answer

Call a meeting of managers.

question

Claire wanted to tell her employee about the seminar, but she put the flier in a stack of papers and forgot about it until after the deadline to sign up. This is an example of what type of barrier to communication?

answer

Sender barrier

question

Yue worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication.

answer

encoding

question

Rodrigo was in meetings all day and didn't get a chance to check his e-mail before he had to pick up his children from daycare, so he missed an important message from a client. This is an example of what type of barrier to communication?

answer

Receiver barrier

question

Sunjata works part time in a coffee shop. Some of the equipment is so noisy it prevents him from correctly hearing the customer orders. This is an example of a(n) ______ barrier to communication.

answer

physical

question

Tricia, working at a research facility in North Carolina, needs to communicate with Romain, who is in Grenoble, France, about a project they are working on. Romain has perfect command of English, but they are still facing a(n) ______ barrier to communication.

answer

physical

question

The study of the meaning of words is called

answer

semantics.

question

______ is likely to cause a semantic barrier to communication.

answer

Jargon

question

Which of the following is not a personal barrier to communication?

answer

Obsolete technology

question

Kelly was recently promoted to manager. Though he used to take advice from his peers, he seems no longer willing to listen to even his superiors and is really running the project how he thinks best. This is an example of which personal barrier to communication?

answer

Oversized ego.

question

The statement, "Single old ladies are cat people," reflects a(n)

answer

stereotype.

question

Which of the following is not a way in which nonverbal communication is expressed?

answer

Writing a thank-you note.

question

Most people tend to ______ when conveying bad news or negative feedback.

answer

avoid eye contact

question

Which of the following is a "don't" when attempting to improve communication?

answer

Close your eyes.

question

Which of the following is a "do" when attempting to improve communication?

answer

Smile.

question

Compared to women, men tend to

answer

be indirect when admitting fault.

question

According to Deborah Tannen, men are more likely than women to

answer

boast about achievements.

question

Ginger, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in accounting. She is said to be

answer

genderflexing.

question

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as a

answer

linguistics style.

question

Channels of communications that follow the chain of command and are considered as official are termed

answer

Formal

question

Which of the following indicates how official communications should be routed?

answer

Organization chart

question

A manager who is directing her subordinate about work tasks is communicating

answer

vertically.

question

The more management levels through which a message passes

answer

the more distorted the message may become.

question

The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of

answer

downward communication

question

Xiangcong, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Xiangcong is communicating

answer

horizontally.

question

Shortly after the end of the fiscal year, Stavanger Investments released an earnings report to clients. This is an example of communicating

answer

externally.

question

______ communication channels develop outside the organizational structure and do not follow the chain of command.

answer

Informal

question

Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel.

answer

grapevine; informal

question

The grapevine is

answer

used by employees when threatened or insecure.

question

A manager who literally wanders around her organization and talks with people across all lines of authority is doing

answer

MBWA.

question

Which of the following is not a norm of the Millennial generation?

answer

Desire to accept facts and authority at face value.

question

Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called

answer

videoconferencing.

question

______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens.

answer

Telepresence technology

question

Which of the following is characteristic of telecommuting?

answer

Increased ability to hire certain workers, such as disabled people.

question

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is

answer

using prevention techniques like strong passwords.

question

When thieves use your name and good credit rating to get cash or buy things, it is known as

answer

identity theft.

question

Which of the following is not a disadvantage of e-mail?

answer

Considered rude to use in crowded places.

question

Which of the following is appropriate for workplace e-mail?

answer

Trimming the sender's e-mail when replying.

question

The source for crowdsourcing is most often

answer

the online community.

question

Generally, people comprehend about ______ of a typical verbal message.

answer

a third

question

The average speaker communicates about ______ as many words as the average listener can process.

answer

one-fourth

question

What do good listeners do during the information gap between what someone says and how fast we process?

answer

Mentally summarize what's been said.

question

The process of actively decoding and interpreting verbal messages, which requires full attention and processing, is known as active

answer

listening.

question

A(n) ________ listener tries to determine the rationale of the speaker's argument, preferring logical presentations without interruptions, focusing on relationships among ideas, and waiting until all information is available before expressing opinions.

answer

comprehensive

question

Which of the following is not a suggestion that may help you be a good listener?

answer

Memorize the details.

question

Speed reading works well for material that is

answer

easy.

question

Top-down reading strategies include which of the following?

answer

Formulate specific questions you want the reading to answer.

question

When you want your reader to take a logical and fairly nonpolitical action, you should order ideas in your writing from

answer

most important to least important.

question

If you want your writing to establish a common ground with the reader and make your overall argument stronger, you should order your arguments from

answer

negative to positive.

question

Galen wants to change the CEO's mind about seeking an outside firm to which they could outsource the customer service phone center. He decides to write a proposal, including a variety of arguments to support of his idea. Here, Galen should order his ideas from

answer

least controversial to most controversial.

question

Which of the following is a tip for writing more effectively for business purposes?

answer

Start by telling what you expect of the reader.

question

A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was

answer

public speaking ability.

question

The introduction to a business speech should

answer

get right to the point.

question

Which of the following is not appropriate to include in the conclusion of a speech?

answer

Details you forgot from earlier.

question

Describe the elements of the communication process. Illustrate it with a simple example

answer

The sender is the person wanting to share information called a message, and the receiver is the person for whom the message is intended. Encoding is translating a message into understandable symbols or language. Decoding is interpreting and trying to make sense of the message. Feedback occurs when the receiver expresses his or her reaction to the sender's message. The entire communication process can be disrupted at several different points by what is called noise, which is any disturbance that interferes with the transmission of a message. The student should provide an example of the process including each element (see Figure 15.1).

question

Define the concept of media richness. Which forms of media are more rich and which are less? Explain why this is so, and provide example situations in which the two ends of the spectrum are most appropriate.

answer

Media richness is how well a particular medium conveys information and promotes learning. More rich media (such as face-to-face conversations) are richer in that they convey both verbal and visual information (multiple cues), and feedback is provided to the sender. Less rich media (such as newsletters) are poorer in that they lack multiple channels, and create no opportunity for feedback. Richer media are appropriate for nonroutine, ambiguous situations, and less rich media are more appropriate for routine, clear situations. The student should then give an example of the use of the both high and low levels of media richness.

question

Identify and explain the three types of barriers to communication. Give examples of each from your own life, and describe how those barriers could have been removed

answer

The three types are physical, semantic, and personal. Physical barriers include sound, time, and space. Semantic barriers include unclear use of words and jargon. Personal barriers include variations in communication skills, trustworthiness and credibility, stereotypes and prejudices, and faulty listening skills. The student should then give an example of each type from his or her life and explain how these may have been removed.

question

What is formal communication in organizations? Describe the various types and provide an example of how each might be used in the workplace

answer

Formal communication follows the chain of command and includes official communications. It can be: Vertical (upward or downward), where bosses communicate with subordinates and vice versa Horizontal, meaning laterally (sideways), where communication flows within and between work units and whose main purpose is coordination, or External, meaning communication flowing between people inside and outside the organization, such as to customers, shareholders, etc. The student should then give an example of each type.

question

What are informal communication channels? Explain two types of informal channels and the aspects of each that are useful for managers to understand

answer

Informal communications channels are those that develop outside the formal structure and do not follow the chain of command. The two types are the grapevine and MBWA. The grapevine is the unofficial communication system of the informal organization, a network of gossip and rumor of what is called "employee language." Managers should be aware that this is the major way that many employees acquire their information, and that it can be a morale reducer. MBWA (Management by Wandering Around) is where a manager literally wanders around his or her organization and talks with people across lines of authority. It gives the manager access to less distorted information about what is going on at lower levels, allows managers to learn more about their people, and to express to employees the values and goals that are important.

question

Define the concept of security in the digital age. Name at least three specific measures that one could take to prevent security breaches on the Internet

answer

Security is a system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss. Security is a continuing challenge, with computer and cell-phone users constantly having to deal with threats ranging from malicious software (malware) that tries to trick people into yielding passwords, Social Security numbers, and financial information to deviant programs (viruses) that can destroy or corrupt data. Prevention tips include: pick strong passwords, using a mix of letters, symbols, and numbers, use different passwords for different Web services, don't reveal sensitive information, not even in "private" areas of services such as Facebook, don't share files on services that offer optional sharing, such as Google Docs, keep data whose disclosure would create legal liability or embarrassment on your personal hard drives and storage devices, avoid file-sharing services such as Lime Wire that distribute pirated files, and apply the latest security updates to all your software, including operating systems, browsers, and antivirus programs

question

Provide at least three suggestions to help a person become a good listener. Give an example from your own experience of times when either you or your listener violated these suggestions

answer

To become a good listener, don't think about what you're going to say until the other person has finished talking. Judge content, not delivery. Don't tune out someone because of his or her accent, clothing, mannerisms, personality, or speaking style. Ask questions, and summarize remarks. Ask questions to make sure you understand. Recap what the speaker said. Listen for ideas. Don't get diverted by the details; concentrate on the main ideas. Resist distractions and show interest. Don't get distracted by things other people are doing, paperwork on your desk, things happening outside the window, television or radio, and the like. Show the speaker you're listening, periodically restating in your own words what you've heard. Give a fair hearing. Don't shut out unfavorable information when you hear a term that suggests ideas you're not comfortable with. Try to correct for your biases. The student should then give examples from his or her own experience

question

Describe the five steps of the top-down reading method

answer

The top-down system has five steps: Rate reasons to read. Rate your reasons for reading ("Why should I read this? Will reading it contribute to my goals?"). Question and predict answers. Formulate specific questions you want the reading to answer. This gives you reasons for reading—to get answers to your questions. Survey the big picture. Survey the material to be read so you can get a sense of the whole. Take a few minutes to get an overview so you can read with purpose. Skim for main ideas. Skimming the material is similar to surveying, except it's on a smaller scale. You look for the essence of each subsection or paragraph. Summarize. Summarize as you skim. Verbally restate or write notes of the main points, using your own words. Visualize or sketch the main points. Answer your initial questions as you skim the material.

MGT 3100 Chapter 15 – Flashcards

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