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IO (Chapter 7-12) > Chapter 11 > Flashcards

Chapter 11 Flashcards

1
Q

Communication within an
organization in which the
direction of communication
is from employees up to
management.

A

Upward communication

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2
Q

Communication passed
consecutively from one person
to another.

A

Serial communication

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3
Q

The idea that people
prefer not to pass on unpleasant
information, with the result that
important information is not
always communicated

A

MUM (minimize
unpleasant messages)
effect

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4
Q

The medium by which a communication is transmitted.

A

Communication channel

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5
Q

Physical distance
between people.

A

Proximity

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6
Q

A form of
upward communication in
which a survey is conducted
to determine employee attitudes
about an organization.

A

Attitude survey

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7
Q

A form of
upward communication in which
employees are asked to place
their suggestions in a box.

A

Suggestion box

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8
Q

A form of
upward communication in which
employees are asked to place
their complaints in a box.

A

Complaint box

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9
Q

A person who acts
as an intermediary between
employees and management, or
the type of employee who both
sends and receives most
grapevine information.

A

Liaison

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10
Q

A person
who investigates employees’
complaints and solves problems.

A

Ombudsperson

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11
Q

An employee
who serves as a liaison between
unionized employees and
management.

A

Union steward

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12
Q

Communication within an
organization in which the
direction of communication
is from management to
employees.

A

Downward
communication

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13
Q

A method of
downward communication in
which informal or relatively
unimportant written information
is posted in a public place.

A

Bulletin board

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14
Q

A formal
method of downward communication in which an organization’s rules and procedures are
placed in a manual; legally
binding by courts of law.

A

Policy manual

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15
Q

A method of
downward communication
typically used to communicate
organizational feedback and
celebrate employee success.

A

Newsletters

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16
Q

A computer-based
employee communication
network used exclusively by one
organization.

A

Intranet

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17
Q

The transmission of business-
related information among
employees, management, and
customers.

A

Business communication

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18
Q

Communication among employees
in an organization that is not
directly related to the completion
of an organizational task.

A

Informal communication

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19
Q

An unofficial,
informal communication
network.

A

Grapevine

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20
Q

A
pattern of grapevine communication in which a message is
passed in a chain-like fashion
from one person to the next
until the chain is broken.

A

Single-strand grapevine

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21
Q

A pattern
of grapevine communication
in which a message is passed
to only a select group of
individuals.

A

Gossip grapevine

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22
Q

A
pattern of grapevine communication in which a message is
passed randomly among all
employees.

A

Probability grapevine

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23
Q

A pattern
of grapevine communication in
which a message is passed to a
select group of people who each
in turn pass the message to a
few select others.

A

Cluster grapevine

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24
Q

An employee who
receives less than half of all
grapevine information.

A

Isolate

25
Q

Employees who
receive much grapevine information but who seldom pass it
on to others.

A

Dead-enders

26
Q

Poorly substantiated
information and insignificant
information that is primarily
about individuals.

A

Gossip

27
Q

Poorly substantiated
information that is passed along
the grapevine.

A

Rumor

28
Q

Communication between two individuals. It involves the exchange of a message across a communication channel from one person to another.

A

Interpersonal
communication

29
Q

Communication between two individuals. It involves the exchange of a message across a communication channel from one person to another.

A

Interpersonal
communication

30
Q

Any variable concerning or affecting the channel that
interferes with the proper
reception of a message.

A

Noise

31
Q

A distance
zone within 18 inches of a
person, where only people with
a close relationship to the person
are allowed to enter.

A

Intimacy zone

32
Q

A
distance zone from 18 inches to
4 feet from a person that is usually reserved for friends and acquaintances.

A

Personal distance zone

33
Q

An
interpersonal distance from 4 to
12 feet from a person that is
typically used for business and
for interacting with strangers.

A

Social distance zone

34
Q

Distance greater than 12 feet
from a person that is typical of
the interpersonal space allowed
for social interactions such as
large group lectures

A

Public distance zone

35
Q

Communication inferred from
the tone, tempo, volume, and
rate of speech.

A

Paralanguage

36
Q

The things people
surround themselves with
(clothes, jewelry, office
decorations, cars, etc.) that
communicate information about
the person.

A

Artifacts

37
Q

An office arranged so that a
visitor can sit adjacent to rather
than across from the person
behind the desk.

A

Open desk arrangement

38
Q

An office arranged so that a
visitor must sit across from the
person behind the desk.

A

Closed desk arrangement

39
Q

Describes a message
from which unimportant
informational details have been
removed before the message is
passed from one person to
another.

A

Leveled

40
Q

Describes a
message in which interesting
and unusual information has
been kept in the message when
it is passed from one person to
another; see Leveled.

A

Sharpened

41
Q

A description of a
message in which the information has been modified to fit the
existing beliefs and knowledge
of the person sending the
message before it is passed on
to another person.

A

Assimilated

42
Q

A response to
communication overload that
involves the conscious decision
not to process certain types of
information.

A

Omission

43
Q

Deviation from a standard
of quality; also a type of
response to communication
overload that involves processing
all information but processing
some of it incorrectly.

A

Error

44
Q

A method of coping
with communication overload
that involves organizing work
into an order in which it will
be handled.

A

Queuing

45
Q

A response to
communication overload in
which the employee leaves the
organization to reduce the stress.

A

Escape

46
Q

A person who
screens potential communication
for someone else and allows
only the most important information to pass through.

A

Gatekeeper

47
Q

A
strategy for coping with communication overload in
which an organization reduces
the amount of communication
going to one person by directing
some of it to another person.

A

Multiple channels

48
Q

A test developed by
Geier and Downey that measures
individual listening styles.

A

Attitudinal Listening
Profile

49
Q

The
listening style of a person who
cares about only interesting
information.

A

Leisure listening

50
Q

The
listening style of a person who
cares about only the main points
of a communication.

A

Inclusive listening

51
Q

The
listening style of a person who
pays attention mainly to the way
in which words are spoken.

A

Stylistic listening

52
Q

The
listening style of a person
who cares about only facts
and details.

A

Technical listening

53
Q

The
listening style of a person who
cares primarily about the
feelings of the speaker.

A

Empathic listening

54
Q

The listening style of a person
who cares about only information that is consistent with his or
her way of thinking.

A

Nonconforming listening

55
Q

A
method of determining the
readability level of written
material by analyzing sentence
length and the average number
of syllables per word.

A

Fry Readability Graph

56
Q

A method of
determining the readability level
of written material by analyzing
average sentence length and
the number of syllables per
100 words.

A

Flesch Index

57
Q

A method of
determining the readability level
of written material by analyzing
sentence length and the number
of three-syllable words. (The
term is interpreted as either the
measure of the “fog” a reader
may be in or as the acronym
FOG, for “frequency of
gobbledygook.”)

A

FOG Index

58
Q

A method
of determining the readability
level of written material by
looking at the number of
commonly known words used
in the document.

A

Dale-Chall Index

IO (Chapter 7-12) (6 decks)

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