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Management & Supervision > Chapter 15: Interpersonal and Organizational Communication > Flashcards

Chapter 15: Interpersonal and Organizational Communication Flashcards

Mastering the exchange of information

1
Q

Good communicators are _____ and effective. That is, their messages are transmitted in a short time and people understand them

A

efficient

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2
Q

In the communication process, the _____ is the person wanting to share information

A

sender

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3
Q

Nanci needs to let Morgan know that the production line will be down until tomorrow and the items she needs to ship to the customer will not be ready on time. The information Nanci wants to share is called the _____

A

message

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4
Q

In the communication process, the person for whom the message is intended is the _____

A

receiver

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5
Q

Putting a message into understandable symbols or language to send to another person is called _____

A

encoding

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6
Q

The transfer of information and understanding from one person to another is known as _____

A

communication

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7
Q

Sarah emails Joyce to let her know about a job opening. What is Sarah’s role in the communication process?

A

Sender

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8
Q

The information that is shared in the communication process is called the _____

A

message

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9
Q

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce’s role in the communication process?

A

Receiver

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10
Q

In the communication process, translating a message into symbols or language for transmission is referred to as _____

A

encoding

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11
Q

Interpreting and trying to make sense of the message is called _____

A

decoding

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12
Q

The means by which a communicator sends a message is called _____

A

the medium

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13
Q

The expression of a receiver’s reaction to a sender’s message is known as _____

A

feedback

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14
Q

After listening to her boss’s instructions regarding completion of the project, Angelica said, “Let me make sure I’ve got this straight. You need this project completed by the 15th of the month so we can go over it and make any changes before our meeting with the client on the 17th. Is that correct?” This is an example of _____

A

paraphrasing

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15
Q

During the professor’s lecture, Jake was distracted by a classmate’s coughing. This distraction is an example of _____ in the communication process

A

noise

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16
Q

Connor rereads the email that he has received in order to make sense of its message. On what part of the communication process is Connor focusing?

A

Decoding

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17
Q

Maria gets a phone call telling that that her father has been rushed to the hospital for emergency surgery. After hanging up, she sits at her desk in stunned silence and does not hear a co-worker calling her name from nearby. The communication between the co-worker and Maria has been disrupted by what kind of noise?

A

Psychological

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18
Q

An email, a handwritten notice, or a voicemail are each an example of a(n) _____ in the communication process

A

medium

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19
Q

Samantha sent an email to Joyce, letting her know about a job opening. Joyce quickly responded with an email, thanking Samantha. Joyce’s response is an example of _____

A

feedback

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20
Q

When people restate in their own words the essential meaning of what they have heard or read, they are _____

A

paraphrasing

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21
Q

An organization’s _____ communication channels include official memos, letters, reports, and announcements

A

formal

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22
Q

Anything that delays or obstructs any stage of the communication process is referred to, in general, as _____

A

noise

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23
Q

The sounds of a busy street drowning out a conversation is an example of _____ noise

A

physical

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24
Q

A manager sends a memo to notify his department of a new company policy. This is an example of _____ communication

A

vertical

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25
Q

How well a particular medium conveys information and promotes learning is called _____

A

media richness

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26
Q

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _____ communication

A

formal

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27
Q

What type of organizational communication flows from a higher level to a lower level, such as a manager communicating with subordinates?

A

Downward

28
Q

What type of communication flows upward and downward within the hierarchy of an organization?

A

Vertical

29
Q

The chancellor of a university sends a memo to faculty members to advise them that the governor will be speaking at the university and encourage them to attend. This is an example of _____ communication

A

downward

30
Q

Brad sends an email to his boss, asking for permission to attend a training seminar in Houston. This is an example of _____ communication

A

upward

31
Q

What type of communication channels do not follow the chain of command and develop outside the formal structure of the organization?

A

Informal

32
Q

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

A

Mindlessness

33
Q

Juanita typed a long message to her professor asking for an extension on her paper’s due date, but before she could hit send the battery on her laptop died and she lost the message. This is an example of a(n) _____ barrier to communication

A

medium

34
Q

To narrow the generational divide, organizations can:

A

provide training

35
Q

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a(n) _____ barrier

A

physical

36
Q

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing these unexpected audience reactions?

A

Cultural differences

37
Q

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication

A

nonverbal

38
Q

Mariposa, a young office manager, is trying to exchange text messages with her supervisor, Bill. Although Bill has been the general manager of the business for years, he has never learned how to use the texting function on his cell phone. What barrier to communication is Mariposa experiencing?

A

Generational differences

39
Q

There should always be _____ before being physically affectionate with co-workers

A

mutual consent

40
Q

What type of communication consists of messages sent outside of the written or spoken word?

A

Nonverbal

41
Q

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as _____

A

social media

42
Q

Colin decides to use Twitter to solicit feedback about a new product his company is introducing. In this case, Twitter is an example of _____ media

A

social

43
Q

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

A

Online social media

44
Q

The digital era and social media have caused major problems for businesses, including security breaches and _____

A

false information

45
Q

What is cyberloafing?

A

Accessing the Internet at work for personal use

46
Q

Your social media accounts may prompt an employer to pass over your application. What is this process called?

A

screening

47
Q

Who should respond to negative comments posted about a company on social media?

A

Experienced managers

48
Q

According to research, what is the main cause of people ignoring others in favor of paying attention to their phones?

A

Worry about missing out on social network activity

49
Q

What is phubbing?

A

Paying attention to a cell phone instead of focusing on people who are with you

50
Q

What does FOMO stand for?

A

Fear of missing out

51
Q

The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called _____

A

security

52
Q

The right of people not to reveal information about themselves is called _____

A

privacy

53
Q

The key to protecting against online security threats is _____

A

prevention

54
Q

Thieves hijack your name and identity and use your good credit rating to obtain cash or make purchases. This is known as _____

A

identity theft

55
Q

Gina was frustrated when her credit card company sold its customer list to a telemarketing firm. She was not happy that her personal information was released and felt it violated her _____

A

privacy

56
Q

Dianne found out that someone else was using her name and Social Security number to apply for credit cards and run up large amounts of debt. Dianne is a victim of _____

A

identity theft

56
Q

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct

A

Defensive; nondefensive

57
Q

What is the ability to recognize and understand another person’s feelings and thoughts?

A

empathy

58
Q

The process of actively decoding and interpreting verbal messages is known as _____ listening

A

active

59
Q

After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, “I am unhappy about the way you treated me during the meeting, and I want to discuss it.” This is an example of _____ communication

A

nondefensive

60
Q

Miriam’s employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee’s position, and she realizes that she is both frightened and sad. Miriam is demonstrating _____

A

empathy

61
Q

Active listening is the process of:

A

decoding and interpreting verbal messages

62
Q

The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once
(True or False)

A

False

63
Q

The prevalence of texting has made grammar and spelling rules less important in business communication
(True or False)

A

False

64
Q

Why is it important to focus a speech on a few key points?

A

That is probably all the audience will remember

65
Q

Building and maintaining a wide array of professional contacts is called _____

A

networking

66
Q

How does having a social media policy benefit a business?

A

It helps prevent employees from posting inappropriate online comments that damage the company’s reputation

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