Chapter 15 Flashcards

Question 1

Q

INTERPERSONAL COMMUNICATION

communication

Answer

A

the transmission of information and meaning from one party to another through the use of shared symbols
sender initiates process by conveying information to the receiver - the person for whom the message is intended.
sender has a meaning he or she wishes to communicate and encodes the message into symbols (the words chosen for the message)
sender then transmits, or sends, the message through some channel, such as a verbal or written medium.
receiver decodes the message (e.g. Reads it) and attempts to interpret the sender’s meaning; the receiver may provide feedback to the sender by encoding a message in response to the sender’s message.
communication process is often hampered by noise, of interference in the system, that blocks perfect understanding
noise can be anything that interferes with accurate communication : ringing telephones, thoughts about other things, or simple fatigue or stress.

Question 2

Q

INTERPERSONAL COMMUNICATION

one-way communication

Answer

A

a process in which information flows in only one direction - from the sender to the receiver, with no feedback loop
examples :
- a manager sends an email to a subordinate without asking for a response
- an employee phones the information technology (IT) department and leaves a message requesting repairs for her computer
- a supervisor scolds a production worker about defects and then storms away

Question 3

Q

INTERPERSONAL COMMUNICATION

two-way communication

Answer

A

a process in which information flows in two directions - the receiver provides feedback, and the sender is receptive to the feedback
in these constructive exchanges, information is shared between both parties rather than merely delivered from one person to the other
is more difficult and time consuming, but it is more accurate, fewer mistakes occur, and fewer problems occur
when receivers have a chance to ask questions, share concerns, and make suggestions or modifications, they understand more precisely what is being communicated and what they should do with the information.

Question 4

Q

INTERPERSONAL COMMUNICATION

perception

Answer

A

the process of receiving and interpreting information
such processes are not perfectly objective
they are subjective because people’s self-interested motives and attitudes toward the sender and toward the message create biased interpretations.
people often assume that others share their views and naturally pay more attention to their own views than to those of others.
but perceptual differences get in the way of shared consensus.
to remedy this situation, it helps to remember that others’ viewpoints are legitimate and to incorporate others’ perspectives into your interpretation of issues.
generally, adopting another person’s viewpoint is fundamental to working collaboratively and your ability to take others’ perspectives - for instance, really to understand the viewpoints of customers or suppliers - can result in higher assessments of your performance.

Question 5

Q

INTERPERSONAL COMMUNICATION

filtering

Answer

A

the process of withholding, ignoring, or distorting information
senders do this, for example, when they tell the boss what they think the boss wants to hear or give unwarranted compliments rather than honest criticism.
receives also filter information, they may fail to recognize an important message or attend to some aspects of the message but not others
because of differences, you cannot assume the other person means what you think he means or understands the meanings you intend
managers need to excel at reading interactions and adjusting their communication styles and perceptions to the people with whom they interact

Question 6

Q

INTERPERSONAL COMMUNICATION

Problems can be avoided to make communication more effective if people took more time to do what?

Answer

A

Ensure that the receivers attend to the message they are sending
Consider the other party’s frame of reference and attempt to convey the message with that viewpoint in mind
Take concrete steps to minimize perceptual errors and improper signals in both sending and receiving
Send consistent messages

Question 7

Q

INTERPERSONAL COMMUNICATION

Oral and Written Channels

Answer

A

Oral :
- includes face-to-face discussion, telephone conversations, and formal presentations and speeches
- advantages : questions can be asked and answered, feedback is immediate and direct, the receiver(s) can sense the sender’s sincerity (or lack thereof), and oral communication is more persuasive and sometimes less expensive than written
- disadvantages : it can lead to spontaneous, I’ll-considered statements (and regret), and there is no permanent record of it (unless an effort is made to record it).
Written :
- includes emails, memos, letters, reports, computer files, and other written documents
- advantages : the message can be revised several times, it is a permanent record that can be saved, the message stays the same even if relayed through many people, and the receiver has more time to analyze the message
- disadvantages : the sender has no control over where, when, or if the message is read; the receiver may not understand parts of the message; and the message must be longer to contain enough information to answer anticipated questions

Question 8

Q

INTERPERSONAL COMMUNICATION

Electronic Media

Answer

A

Electronic decision rooms, software supports simultaneous access to shared files and allows people to share views and do work collectively
other means include teleconferencing, email, instant messaging, text messaging, and blogging
Advantages of electronic media :
- sharing of more information and speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas
Disadvantages :
- difficulty of solving complex problems that require more extended, face-to-face interaction and the inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying.

Question 9

Q

INTERPERSONAL COMMUNICATION

virtual office

Answer

A

a mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues
in short run, the benefits of virtual offices appear substantial
saving money on rent and utilities is an obvious advantage; gives employees access to whatever information they need from the company, whether they are in a meeting, visiting a client, or working from home; hiring and retaining talented people is easier because virtual office support scheduling flexibility and may make it possible to keep an employee who wants to relocate, for example, with a spouse taking a new job in a new city
longer term impact : may be danger of losing too many human moments, those authentic encounters that happen only when two people are physically together; some people hate working at home; some send texts, emails, and tweets in the middle of the night and others receive them; long hours of being constantly close to the technical tools of work can cause burnout

Question 10

Q

INTERPERSONAL COMMUNICATION

media richness

Answer

A

the degree to which a communication channel conveyors information
the more information or cues a medium sends to a receiver, the richer the medium is
the richest media are more personal than technological, provide quick feedback, allows lots of descriptive language, and send different types of cues
thus, face-to-face communication is the richest medium because it offers a variety of cues in addition to words : tone of voice, facial expression, body language, and other nonverbal signals
the telephone is less rich than face-to-face communication, and electronic mail is less rich
in general, you should send difficult and unusual messages through richer media, transmit simple and routine messages through less rich media, and use multiple media for important messages that you want to ensure people attend to and understand

Question 11

Q

IMPROVING COMMUNICATION SKILLS

Improving sender skills

Answer

A

sender’s can improve their skills in making persuasive presentations, writing, language use, and sending nonverbal messages

Question 12

Q

IMPROVING COMMUNICATION SKILLS

Ten Ways to Add Power to Your Presentations

Answer

A

Spend adequate time on the content of your presentation
- it’s easy to get so distracted with PowerPoint slides or concern about delivery skills that the actual content of a presentation is neglected
- know your content inside and out; you’ll be able to discuss it conversationally and won’t be tempted to memorize it
- if you believe in what you’re saying and own the material, you will convey enthusiasm and will be more relaxed
Clearly understand the objective of your presentation
- answer this question with one sentence : “what do I want the audience to believe following this presentation?”
- writing down your objective will help you focus on your bottom line
- everything else in a presentation - the structure, the words, the visuals - should support your objective
Tell the audience the purpose of the presentation
- as the saying goes : “tell them what you’re going to tell them, then tell them, then tell them what you’ve told them.”
- use a clear preview statement early on to help the audience know where you’re taking them
Provide meaning, not just data
- today information is widely available; you won’t impress people by overloading them with data
- people have limited attention spans and want presenters to help clarify the meaning of data
Practice, practice, practice
- appearing polished and relaxed during a presentation requires rehearsal time
- practice making your points in a variety of ways
- above all, don’t memorize a presentation’s content
Remember that a presentation is more like a conversation than a speech
- keep your tone conversational, yet professional
- audience members will be much more engaged if they feel you are talking with them rather than at them
- rely on PowerPoint slides or a broad outline to jog your memory
Remember the incredible power of eye contact
- look at individual people in the audience
- try to have a series of one-on-one conversations with people in the room
- this will calm you and help you connect with your audience
Allow imperfection
- if you forget what you were going to say, simply pause, look at your notes, and go on
- don’t break character and effusively apologize or giggle or look mortified
- remember that an audience doesn’t know your material nearly as well as you do and won’t notice many mistakes
Be prepared to answer tough questions
- try to anticipate the toughest questions you might receive
- plan your answers in advance
- if you don’t have an answer, acknowledge the fact and offer to get the information later
Provide a crisp wrap up
- whenever possible, follow the Q&A period with a brief summary statement
- set up the Q&A session by saying “ we’ll take questions for 10 minutes and then have a few closing remarks.”
- this prevents your presentation from just winding down to a weak ending
- also, if you receive hostile or hard to answer questions, you’ll have a chance to have the final word

Question 13

Q

IMPROVING COMMUNICATION SKILLS

Presentation and Persuasion Skills

Answer

A

goal is to sell your idea
as a leader, you will find that some if your toughest challenges arise when people do not want to do what has to be done
your attitude in presenting ideas and persuading other is important
It is usually more constructive to consider persuasion a process of learning from each other and negotiating a shared solution
persuasive speakers are seen as authentic, which happens when speakers are open with the audience, make a connection, demonstrate passion, and show they are listening as well as speaking
as a speaker, you should notice and adopt the type of body language you use when you’re around people you’re comfortable with, planning how to engage directly with your listeners, identifying the reasons you care about the topic, and watching for nonverbal cues as well as fully engaging yourself when you listen to audience comments and questions
most powerful and persuasive messages are simple and info arrive, are told with stories and anecdotes, and convey excitement
people are more likely to remember and buy into your message if you can express it as a story that is simple, unexpected, concrete, and credible and that includes emotional content.

Question 14

Q

IMPROVING COMMUNICATION SKILLS

Writing Skills

Answer

A

is more than correct spelling, punctuation, and grammar
good writing above all requires clear, logical thinking
act of writing can be a powerful aid to thinking because you have to think about what you really want to say and what the logic is behind your message
you want people to find your email and reports readable and interesting
strive for clarity, organization, readability, and brevity
brevity is much appreciated by readers who are overloaded with documents, including email
help email recipients manage the flood of information by providing specific subject lines, putting your main point at the beginning of the message, limiting paragraphs to five lines or less, and avoiding sarcasm or caustic humor (which can be misinterpreted, especially when readers are scanning messages in a hurry)

Question 15

Q

IMPROVING COMMUNICATION SKILLS

Language

Answer

A

word choice can enhance or interfere with communication effectiveness
for example, jargon is actually a form of shorthand an can make communication more effective when both the sender and the receiver know the buzzwords; but when the receiver is unfamiliar with the jargon, misunderstandings result.
when people from different functional areas or disciplines communicate with one another, misunderstandings often occur because of language barriers
whether speaking or writing, you should consider the receiver’s background - cultural as well as technical - and adjust your language accordingly
when you are receiving, don’t assume that your understanding is the same as the speaker’s intentions
meaning of word choices also can vary by culture
when conducting business overseas, try to learn something about the other country’s language and customs
making the effort to learn the local language builds rapport, sets a proper tone for doing business, aids in adjustment to culture shock, and especially can help you get inside the other culture

Question 16

Q

IMPROVING COMMUNICATION SKILLS

Nonverbal Skills

Answer

A

can support or undermine the stated message
in employees’ eyes, managers’ actions often speak louder than the words managers choose
in conversation, except when you intend to convey a negative message, you should give nonverbal signals that express warmth, respect, concern, a feeling of equality, and a willingness to listen
negative nonverbal signals show coolness, disrespect, lack of interest, and a feeling of superiority
suggestions that can help you send positive nonverbal signals :
1. use time appropriately, avoid keeping your employees waiting to see you, devote sufficient time to your meetings with them and communicate frequently with them to signal your interest in their concerns
2. Make your office arrangement conducive to open communication; a seating arrangement that avoids the separation of people helps establish a warm, cooperative atmosphere (in contrast, an arrangement in which you sit behind a desk and your subordinate sits before you creates a more intimidating, authoritative environment)
3. Remember your body language; facial expression and tone of voice can account for much of the communication between two people
several nonverbal body signals convey a positive attitude toward the other person : assuming a position close to the person; gesturing frequently; maintaining eye contact; smiling; having an open body orientation, such as facing the other person directly; uncrossing the arms; and learning forward to convey Interest in what the other person is saying
silence is an interesting nonverbal cue : North Americans tend to talk to fill silences, Japanese believe that two people that with good rapport know each other’s thoughts; the need to use words implies a lack of understanding

Question 17

Q

IMPROVING COMMUNICATION SKILLS

Listening

Answer

A

Find an area of interest
- Even if you decide the topic is dull, ask yourself : “What is the speaker saying that I can use?”
Judge content, not delivery
- Don’t get caught up in the speaker’s personality, mannerisms, speaking voice, or clothing. Instead, try to learn what the speaker knows.
Hold your fire
- Rather than getting immediately excited by what the speaker seems to be saying, withhold evaluation until you understand the speaker’s message.
Listen for ideas
- Don’t get bogged down in all the facts and details; focus in central ideas.
Be flexible
- Have several systems for note taking and use the system best suited to the speaker’s style. Don’t take too many notes or try to force everything said by a disorganized speaker into a formal outline.
Resist distraction
- Close the door, shut off the radio, move closer to the person talking, or ask him or her to speak louder. Don’t look out the window or at papers on your desk.
Exercise your mind
- Some people tune out when the material gets difficult. Develop an appetite for a good mental challenge.
Keep your mind open
- Many people get overly emotional when they hear words referring to their most deeply held convictions - for example, union, subsidy, import, Republican or Democrat, and big business. Try not to let your emotions interfere with comprehension.
Capitalize on thought speed
- Take advantage of the fact that most people talk at a rate of about 125 words per minute, but most of us think about four times that rate. Use those extra 400 words per minute to think about what the speaker is saying rather than turning your thoughts to something else.
Work at listening
- Spend some energy. Don’t just pretend you’re paying attention. Show interest. Good listening is hard work, but the benefits outweigh the costs.

Question 18

Q

IMPROVING COMMUNICATION SKILLS

reflection

Answer

A

process by which a person states what he or she believes the other person is saying
this technique places a greater emphasis on listening than on talking, and the result is more accurate two-way communication

Question 19

Q

IMPROVING COMMUNICATION SKILLS

Reading

Answer

A

illiteracy is a significant problem in the United States as well as other countries
even if illiteracy is not a problem in your organization, reading mistakes are common and costly
as a receiver, for your own benefit, read memos and emails as soon as possible, before it’s too late to respond
scan and note important points for later referral

Question 20

Q

ORGANIZATIONAL COMMUNICATION

downward communication

Answer

A

information that flows from higher to lower levels in the organization’s hierarchy
examples include a manager giving an assignment to an assistant, a supervisor making an announcement to his subordinates, and a company president delivering a talk to her management team
downward communication that provides relevant information enhances employee identification with the company, supportive attitudes, and decisions consistent with the organization’s objectives
problems :
1. Information overload
2. Lack of openness between managers and employees
3. Filtering

Question 21

Q

ORGANIZATIONAL COMMUNICATION

coaching

Answer

A

dialogue with a goal of helping another be more effective and achieve his or her full potential on the job
when done properly, coaching develops executives and enhances performance
the best use of coaches is as sounding boards, helping you think through the potential impact of your ideas, generate new options, and learn from experience

Question 22

Q

ORGANIZATIONAL COMMUNICATION

open-book management

Answer

A

practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only
this information includes financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects
is controversial because many managers prefer to keep such information to themselves and believe that sharing information could lead to leaks to competitors or dissatisfaction with employee compensation

Question 23

Q

ORGANIZATIONAL COMMUNICATION

upward communication

Answer

A

information that flows from lower to higher levels in the organization’s hierarchy
management gains a more accurate picture of subordinates work, accomplishments, problems, plans, attitudes, and ideas
employees gain from the opportunity to communicate upward and can relieve some of their frustrations and achieve a stronger sense of participation in the enterprise and gives the feeling of communication being a two way street.
problems are : managers bombarded with information overload and may neglect or miss information from below, some employees are not always open with their bosses
examples include : open door policy, have lunch or coffee with employees, use surveys, program for suggestions

Question 24

Q

ORGANIZATIONAL COMMUNICATION

horizontal communication

Answer

A

information shared among people on the same hierarchical level
in complex environments, in which decisions in one unit affect another, information must be shared horizontally

Question 25

Q

ORGANIZATIONAL COMMUNICATION

grapevine

Answer

A

informal communication network
social network of informal communications
provide people with information, help them solve problems, and teach them how to do their work successfully
can be destructive when irrelevant or erroneous gossip and rumors proliferate and harm operations

Question 26

Q

ORGANIZATIONAL COMMUNICATION

boundaryless organization

Answer

A

organization in which there are no barriers to information flow
intentionally create dialog across boundaries, turning barriers into permeable me berates
instead of separating people, jobs, processes, and places with boundaries, ideas, information, decisions, and actions move to where they are most needed.

Question 27

Q

REVIEW

Discuss important advantages of two way communication.

Answer

A

One way communication flows from the sender to the receiver with no feedback loop.
In two way communication, each person is both a sender and a receiver as both parties provide and react to information.
One way communication is faster and easier but less accurate than two way; two way communication is slower and more difficult but is more accurate and results in better performance

Question 28

Q

IMPROVING COMMUNICATION SKILLS

Observing

Answer

A

comes from personally visiting people, plants, and other locations to get a first hand view
observe nonverbal cues and adjust your approach
can help a manager develop deep understanding of current operations, future prospects, and ideas for him to exploit capabilities fully

Question 29

Q

QUIZ 
The process of receiving and interpreting information is known as : 
(A) learning
(B) interlocution
(C) perception
(D) filtering
(E) reflecting

Answer

A

ANSWER

(C) perception

Question 30

Q

QUIZ 
A(n) \_\_\_\_\_\_\_ organization is one in which no barriers to information flow exist.
(A) dysfunctional
(B) informal
(C) bureaucratic 
(D) boundaryless
(E) centralized

Answer

A

ANSWER

(D) boundaryless

Question 31

Q

QUIZ 
Messages via oral communication :
(A) are more expensive than written
(B) can be revised several times
(C) have no feedback
(D) have no permanent record
(E) are less persuasive than written

Answer

A

ANSWER

(D) have no permanent record

Question 32

Q

QUIZ 
The \_\_\_\_\_ can be destructive when irrelevant and erroneous gossip and rumors proliferate and harm operations.
(A) hierarchy
(B) bureaucracy 
(C) grapevine
(D) virtual office
(E) quality circles

Answer

A

ANSWER

(C) grapevine

Question 33

Q

QUIZ
Which of these is the process of withholding or distorting information?
(A) interlocution 
(B) perception
(C) buffering
(D) filtering
(E) shielding

Answer

A

ANSWER

(D) filtering

Question 34

Q

QUIZ
Ringing telephones, thoughts about unrelated issues, and fatigue that block perfect understanding all examples of \_\_\_\_\_\_ in the communication process.
(A) breach
(B) cluster
(C) noise
(D) errors
(E) biases

Answer

A

ANSWER

(C) noise

Question 35

Q

QUIZ
Which of the following is an advantage of one-way communication over two-way?
(A) fewer mistakes or problems are likely to arise as work progresses
(B) more accurate communication ensures clarity
(C) communication is faster and easier
(D) the receiver is more likely to understand what to do with the message
(E) feedback allows for suggestions and modifications

Answer

A

ANSWER

(C) communication is faster and easier

Question 36

Q

QUIZ
Reflection is a process :
(A) of receiving and interpreting information
(B) by which managers provide performance feedback for their subordinates
(C) by which a communication channel conveys information
(D) of withholding, ignoring, or distorting information
(E) by which a person states what he or she believes the other person is saying

Answer

A

ANSWER

(E) by which a person states what he or she believes the other person is saying

Question 37

Q

QUIZ
Which of the following is a disadvantage of oral communication?
(A) the sender does not receive immediate feedback
(B) the message is less persuasive
(C) the sender has no control over where, when, or if the message is received
(D) the likelihood of ill-considered statements is high
(E) the cost of oral communication is relatively high

Answer

A

ANSWER

(D) the likelihood of ill-considered statements is high

Question 38

Q

REVIEW

Identify communication processes to avoid.

Answer

A

The communication process involves a sender who converts information to a receiver.
Problems in communication can occur in all stages : encoding, transmission, decoding, and interpreting.
Noise in the system further complicates communication, creating more distortion.
Moreover, feedback may be unavailable or misleading.
Subjective perceptions and filtering add to the possibility of error.

Question 39

Q

REVIEW

Describe when and how to use the various communication channels.

Answer

A

Communications are sent through oral, written, and electronic channels.
All have important advantages and disadvantages that should be considered before choosing a channel.
Electronic media have a huge impact on interpersonal and organizational communications and make possible the virtual office.
Key advantages of electronic media are speed, cost, and efficiency, but the downsides are also significant, including information overload.
Media richness, of how much and what sort of information a channel conveys, is one factor to consider as you decide which channels to use and how to use them both efficiently and effectively.

Question 40

Q

REVIEW

Summarize ways to become a better sender and receiver of information.

Answer

A

Practice writing, be critical of your work, and revise.
Train yourself as a speaker.
Use language carefully and well to overcome cross-cultural language differences.
Be alert to nonverbal signals that you send, including your use of time as perceived by other people.
Know the common bad listening habits and work to overcome them.
Read widely and engage in careful, firsthand observation and interpretation.

Question 41

Q

REVIEW

Explain how to improve downward, upward, and horizontal communication.

Answer

A

Actively manage communications in all directions.
Engage in two-way communication more than one-way.
Make information available to others.
Useful approaches to downward communication include coaching, special communications during difficult periods, and open-book management.
You should also both facilitate and motivate people to communicate upward.
Many mechanisms exist for enhancing horizontal communications.

Question 42

Q

REVIEW

Summarize how to work with the company grapevine.

Answer

A

The informal flow of information can contribute as much as formal communication can to organizational effectiveness and morale.
Managers must understand that the grapevine cannot be eliminated and should be managed actively.
Many of the suggestions for managing formal communications also apply to managing the grapevine.
Moreover, managers can take steps to prevent rumors or neutralize the ones that arise.

Question 43

Q

REVIEW

Describe the boundaryless organization and its advantages.

Answer

A

Boundaries - psychological if not physical - exist between different organizational levels, units, and organizations and external stakeholders.
The ideal boundaryless organization is one in which no barriers to information flow exist.
Ideas, information, decisions, and actions move to where they are most needed.
Information is available as needed and freely accessible so that the organization as a whole functions far better than as separate parts.

Question 44

Q

QUESTIONS

What are the benefits of effective communication?

Question 45

Q

QUESTIONS

How can organizational leaders improve communication?

Question 46

Q

QUIZ 
\_\_\_\_\_\_\_ is the transmission of information and meaning from one party to another through the use of shared symbols.
(A) negotiation
(B) mediation
(C) affiliation
(D) communication
(E) alliteration

Answer

A

ANSWER

(D) communication

Question 47

Q

QUIZ
People are more likely to buy into a message that is : 
(A) simple
(B) abstract
(C) authoritative
(D) complex
(E) length

Answer

A

ANSWER

(A) simple

Question 48

Q

QUIZ 
An organization in which there are no barriers to information flow is referred to as a(n) : 
(A) decentralized organization 
(B) open system
(C) centralized organization 
(D) bureaucratic organization 
(E) boundaryless organization

Answer

A

ANSWER

(E) boundaryless organization

Question 49

Q

QUIZ
Downward communication refers to the flow of information from :
(A) people inside the organization to external parties
(B) the company to the customers
(C) subordinates to supervisors
(D) higher to lower organizational levels
(E) operational to strategic managers

Answer

A

ANSWER

(D) higher to lower organizational levels

Question 50

Q

QUIZ 
\_\_\_\_\_\_ organizations offer the advantage of fewer problems caused by filtering of information as it cascades through many layers.
(A) flatter
(B) vertical
(C) bureaucratic
(D) hierarchical 
(E) informal

Answer

A

ANSWER

(A) flatter

Question 51

Q

QUIZ
An example of filtering would when a :
(A) manager listens to his subordinate and does not jump to conclusions about a problem
(B) worker listens to his boss’s ideas and interprets them
(C) worker tells his colleagues that he has overheard the boss talking about a raise
(D) manager listens to his colleague and believes everything he says
(E) worker who has not met his target tells his boss that he has reached it

Answer

A

ANSWER

(E) worker who has not met his target tells his boss that he has reached it

Question 52

Q

QUIZ
Which of the following is an advantage if electronic communication within organizations compared to other methods?
(A) There is an enhanced ability to solve complex problems
(B) It takes less time to make high-quality group decisions
(C) There is increase speed and efficiency for routine messages
(D) It is easier to pick up subtle nonverbal clues
(E) There is less risk of negative portrayals and misinterpretations.

Answer

A

ANSWER

(C) There is increased speed and efficiency for routine messages

Question 53

Q

QUIZ 
One of the keys to effective listening involves :
(A) judging delivery of content
(B) being rigid
(C) finding an area of interest
(D) avoiding dull topics
(E) focusing on all details and facts

Answer

A

ANSWER

(C) finding an area of interest

Question 54

Q

QUIZ
Horizontal communication refers to the flow of information :
(A) from lower-level to higher-level employees
(B) between employees and customers
(C) among people on the same hierarchical level
(D) from supervisors to subordinates
(E) between customers and the organization

Answer

A

ANSWER

(C) among people on the same hierarchical level

Question 55

Q

QUIZ 
In general, difficult and unusual messages should be sent through \_\_\_\_\_\_ media, like face-to-face communication.
(A) simpler
(B) personal
(C) complex
(D) richer
(E) informal

Answer

A

ANSWER

(D) richer

Question 56

Q

QUIZ
Which of the following is true of effective writing?
(A) it wholly depends on correct spelling, punctuation, and grammar
(B) it requires lengthy passages and paragraphs
(C) it should contain as much information as possible.
(D) in needs to be complex and elaborate
(E) it should be free of sarcasm and caustic humor.

Answer

A

ANSWER

(E) it should be free of sarcasm and caustic humor.

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Chapter 15 Flashcards

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