Ch. 4

Question 1

How does communication flow through organizations?

Answer 1

Communication flows in vertical and horizontal directions through formal communication networks. Informally, communication flows in all directions via the grapevine.

Question 2

When an employee goes to talk to the boss, the employee is using vertical upward communication.

Answer 2

True

Question 3

What are the four steps in the communication process?

Answer 3

1. Sender encodes the message and selects the transmission channel.
   
   2. Sender transmits the message.
   3. Receiver decodes the message and decides whether feedback is needed.
   4. Feedback is transmitted as a response or new message.

Question 4

Low-context cultures rely heavily on nonverbal communication and subtle situational cues.

Answer 4

False

Question 5

What are the five steps in the message-sending process?

Answer 5

1. Develop rapport
   
   2. State the communication objective
   3. Transmit the message
   4. Check understanding
   5. Get a commitment and follow up

Question 6

A good way to check understanding is to just ask, “Do you have any questions?”

Answer 6

False

Question 7

How do you get feedback effectively?

Answer 7

Be open to feedback, observe nonverbal cues, ask questions, and paraphrase.

Question 8

Effective managers take time to listen to employee complaints and suggestions for change.

Answer 8

True

Question 9

What are the three steps in the message-receiving process?

Answer 9

1. Listen to the message
   
   2. Analyze the communication
   3. Check understanding by paraphrasing and observing nonverbal cues

Question 10

Asking questions while listening is part of effective listening.

Answer 10

True

Question 11

What are the five response styles?

Answer 11

1. Advising – providing evaluation or direction
   
   2. Diverting – switching the message or subject
   3. Probing – asking for more information
   4. Reassuring – giving supportive statements
   5. Reflecting – paraphrasing the message

Question 12

Reflecting responses should be used in the beginning stages of communication.

Answer 12

False

Question 13

What are the four situational supervisory styles?

Answer 13

1. Autocratic (S-A): High task, low relationship
   
   2. Consultative (S-C): High task, high relationship
   3. Participative (S-P): Low task, high relationship
   4. Laissez-faire (S-L): Low task, low relationship

Question 14

What four variables should be considered when selecting a communication style?

Answer 14

1. Time – Do you have enough time for two-way communication?
   
   2. Information – Do you have the necessary information?
   3. Acceptance – Will the message be accepted without input?
   4. Capability – Does the other party have the ability and motivation?

Question 15

If you don’t have time, you use the laissez-faire communication style.

Answer 15

False

Question 16

What should and should not be done to calm an emotional person?

Answer 16

• Don’t argue, return negative behavior, or belittle the person.
• Do use empathic listening and reflecting statements.

Question 17

When dealing with an emotional person, it’s a good idea to determine if their feeling is right or wrong.

Answer 17

False

Question 18

How can criticism be given and received effectively?

Answer 18

• Seek criticism without becoming defensive.
• Be specific and offer clear feedback on how to improve performance.

Question 19

If others think we need to change but we don’t agree, it’s usually a perception problem, and we should change.

Answer 19

True

Question 20

Refers to the way managers design their firms to achieve the organization’s mission and goals.

Answer 20

Organizational structure

Question 21

The compounded interpersonal communications process across an organization.

Answer 21

Organizational communication

Question 22

The flow of information both up and down the chain of command.

Answer 22

Vertical communication

Question 23

The flow of information between colleagues and peers.

Answer 23

Horizontal communication

Question 24

The informal vehicle through which messages flow throughout the organization.

Answer 24

Grapevine

Question 25

Consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback.

Answer 25

Communication process

Question 26

The sender’s process of putting the message into a form that the receiver will understand.

Answer 26

Encoding

Question 27

The physical form of the encoded information.

Answer 27

Message

Question 28

The receiver’s process of translating the message into a meaningful form.

Answer 28

Decoding

Question 29

The process of having the receiver restate the message in his or her own words.

Answer 29

Paraphrasing

Question 30

The process of verifying messages.

Answer 30

Feedback

Question 31

Requires the expression of feelings through desired behavior.

Answer 31

Emotional labor

Question 32

The ability to understand and relate to another’s situation and feelings.

Answer 32

Empathic listening

Question 33

Paraphrasing feelings back to the person.

Answer 33

Reflecting statements

Question 34

Upward vertical

Answer 34

Lower level to higher level

Question 35

Downward vertical

Answer 35

Higher level to lower level

Question 36

Low-context culture focus more on…

Answer 36

Verbal communication

Question 37

High-context culture focus more on…

Answer 37

Nonverbal communication

Question 38

Advising

Answer 38

providing evaluation or direction

Question 39

Diverting

Answer 39

switching the message or subject

Question 40

Probing

Answer 40

asking for more information

Question 41

Reassuring

Answer 41

giving supportive statements

Question 42

Reflecting

Answer 42

paraphrasing the message

Question 43

Autocratic

Answer 43

This style focuses primarily on getting tasks done, with little concern for building relationships. (High task, low relationship)

Question 44

Consultative

Answer 44

In this style, the leader balances task-oriented goals with the need to build strong relationships. (High task, high relationship)

Question 45

Participative

Answer 45

emphasizes relationship-building and collaboration over task direction. (Low task, high relationship)

Question 46

Laissez-faire

Answer 46

hands-off, with the leader offering minimal guidance or direction regarding both tasks and relationships. (Low task, low relationship)