Chapter 15 Managing Communication

Question 1

communication

Answer 1

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

Question 2

perception

Answer 2

the process by which individuals attend to, organize, interpret, and retain information from the environments

Question 3

perceptual filters

Answer 3

the personality-, psychology-, or experienced-based differences that influence people to ignore or pay attention to certain stimuli

Question 4

what are the steps of the perception process?

Answer 4

attention, organization, interpretation, and retention

Question 5

selective perception

Answer 5

the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations, while ignoring or screening inconsistent information

Question 6

closure

Answer 6

the tendency to fill in gaps of missing information by assuming what we don’t know is consistent with what we already know

Question 7

attribution theory

Answer 7

the theory that we all have a basic need to understand and explain the causes of other people’s behaviors

Question 8

defensive bias

Answer 8

the tendency for people to perceive themselves as personally or situationally similar to someone who is having difficulty or trouble

Question 9

fundamental attribution error

Answer 9

the tendency to ignore external causes of behavior and to attribute other people’s actions to internal causes

Question 10

self-serving bias

Answer 10

the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes)

Question 11

encoding

Answer 11

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

Question 12

decoding

Answer 12

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

Question 13

feedback to sender

Answer 13

in the communication process, a return message to the sender that indicates the receiver’s understanding of the message

Question 14

jargon

Answer 14

vocabulary particular to a profession or group that interferes with communication in the workplace

Question 15

noise

Answer 15

anything that interferes with the transmission of the intended message

Question 16

formal communication channel

Answer 16

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

Question 17

downward communication

Answer 17

communication that flows from higher to lower levels in an organization

Question 18

upward communication

Answer 18

communication that flows from lower to higher levels in an organization

Question 19

horizontal communication

Answer 19

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

Question 20

informal communication channel (grapevine)

Answer 20

the transmission of messages from employee to employee outside of formal communication channels

Question 21

coaching

Answer 21

communicating with someone for the direct purpose of improving the person’s on-the-job performance or behavior

Question 22

counseling

Answer 22

communicating with someone about non-job-related issues that may be affecting or interfering with the person’s performance

Question 23

nonverbal communication

Answer 23

any communication that doesn’t involve words

Question 24

kinesics

Answer 24

movements of the body and face

Question 25

paralanguage

Answer 25

the pitch, rate, tone, volume, and speaking pattern of one’s voice

Question 26

communication medium

Answer 26

the method used to deliver an oral or written message

Question 27

hearing

Answer 27

the act or process of perceiving sounds

Question 28

listening

Answer 28

making a conscious effort to hear

Question 29

active listening

Answer 29

assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you’ve accurately heard what they said

Question 30

empathetic listening

Answer 30

understanding the speaker’s perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker

Question 31

destructive feedback

Answer 31

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

Question 32

constructive feedback

Answer 32

feedback intended to be helpful, corrective, and/or encouraging

Question 33

discussion channels and chatrooms

Answer 33

the use of web- or app-based communication tools to hold department-based, topic/project/client-based, team, or private discussions

Question 34

real-time broadcasting

Answer 34

allows announcements, speeches, and meetings made to smaller in-person audiences to be live-streamed to broader company audiences and stored on demand for subsequent viewing and interactive discussions

Question 35

organizational silence

Answer 35

when employees withhold information about organizational problems or issues

Question 36

bystander effect

Answer 36

ignoring widely known organizational problems under the assumption that someone else will fix the problem

Question 37

company hotlines

Answer 37

phone numbers that anyone in the company can call anonymously to leave information for upper management

Question 38

survey feedback

Answer 38

information that is collected by surveys from organizational members and then compiled, disseminated, and used to develop action plans for improvement