Chapter 15

Question 1

Communication

Answer 1

The process of transmitting information from one person or place to another

• basic management process cannot be performed without effective communication
• management process involves planning, organizing, leading, and controlling.

Question 2

Perception

Answer 2

The process by which individuals attend to,organize, interpret, and retain information from their environments
-people experience stimuli through their perceptual filters

Question 3

Perceptual filters

Answer 3

The personality-,psychology-, or experience-based differences that influence people to ignore or pay attention to particular stimuli

Question 4

Selective perception

Answer 4

The tendency to notice and accept objects and information consistent with our values, beliefs, and expectations, while ignoring or screening inconsistent information
-A major contributor to misunderstandings and miscommunication

Question 5

Closure

Answer 5

The tendency to fill in gaps of missing information by assuming that what we don’t know is consistent with what we already know
-Inaccurate information can create problems for organizations

Question 6

Attribution theory

Answer 6

The theory that we all have a basic need to understand and explain the causes of other peoples behavior

Question 7

Used to explain people’s behavior

Answer 7

• internal attribution: behavior is thought to be voluntary or under the control of the individual
• external attribution: behavior is thought to be involuntary and outside of the control of the individual

Question 8

Encoding

Answer 8

Putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver

Question 9

Decoding

Answer 9

The process by which the receiver translates the written, verbal, or symbolic form of a message into an understood message

Question 10

Feedback to sender

Answer 10

In the communication process, a return message to the sender that indicates the receivers understanding of the message

Question 11

Formal communication channel

Answer 11

The system of official channels that carry organizationally approved messages and information

Question 12

Downward communication

Answer 12

Communication that flows from higher to lower levels in an organization

Question 13

Upward communication

Answer 13

Communication that flows from lower to higher levels in an organization

Question 14

Horizontal communication

Answer 14

Communication that flows among managers and workers who are at the same organizational level

Question 15

Coaching:

Answer 15

Communicating with someone for the direct purpose of improving the persons on the job performance or behavior

• managers should avoid
• waiting for a problem arise
• waiting too long after mistakes happen

Question 16

Counseling

Answer 16

Communicating with someone about non-job related issues that may be affecting or interfering with the persons performance
-Employee assistance program (EAP)

Question 17

Nonverbal communication:

Answer 17

Any communication that does not involve words

• accompanies verbal communication
• May either support and reinforce the verbal message or contradict it

Question 18

-Types

Answer 18

Kinesics: movement’s of the body and face
Paralanguage: the pitch, rate, tone, volume, and speaking pattern

Question 19

Communication medium

Answer 19

The method used to deliver an oral or a written message

-Oral communication

Question 20

Destructive feedback

Answer 20

Feedback that disapproves without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient

Question 21

Constructive feedback

Answer 21

Feedback intended to be helpful,corrective, and or encouraging
-Must be immediate, focused on specific behaviors, and problem-oriented

Question 22

Bystander effect

Answer 22

Ignoring widely known organizational problems under the assumption that someone else will fix them

Question 23

Company hotlines

Answer 23

Phone numbers that anyone in the company can call anonymously to leave

Question 24

Survey feedback

Answer 24

Information that is collected by surveys