Chapter 9: Communication in the Workplace

Question 1

This refers to all the ways a company and its representatives communicate.

Answer 1

Organizational communication.

Question 2

Four (4) types of organizational communication.

Answer 2

1. Upward communication
2. Downward communication
3. Business communication
4. Informal communication

Question 3

This refers to how subordinates communicate to superiors or someone of higher rank; bottom-to-top.

Answer 3

Upward communication.

Question 4

This is used to limit the number of people communicating directly with the top executive.

Answer 4

Serial communication.

Question 5

This is when an external consultant conducts an annual survey where employees are asked to rate their views on different factors regarding work or the workplace.

Answer 5

Attitude surveys.

Question 6

A meeting between an outside consultant and current employees to gather opinions and/or suggestions.

Answer 6

Focus groups.

Question 7

An interview with a departing employee.

Answer 7

Exit interviews.

Question 8

This allows employees to communicate their thoughts with a sense of anonymity.

Answer 8

Suggestion boxes.

Question 9

This is having third-party individuals who handle employee complaints and suggestions and then collaborate directly with management to resolve issues.

Answer 9

Third-party facilitators.

Question 10

The communication of superiors to subordinates, or management to employees; top-to-bottom.

Answer 10

Downward communication.

Question 11

Its main use is to communicate non-work related information.

Answer 11

Bulletin boards.

Question 12

The place for posting important changes in policy or procedure.

Answer 12

Policy manuals.

Question 13

Designed to boost employee morale.

Answer 13

Newsletters.

Question 14

Organization-wide versions of the internet.

Answer 14

Intranet.

Question 15

This refers to sharing business information among staff, managers, and customers.

Answer 15

Business communication.

Question 16

One of the most common methods of business communication and has the advantage of providing detailed information quickly to many people.

Answer 16

Memorandums (memos).

Question 17

Connects one caller to another.

Answer 17

Telephone calls.

Question 18

These are primarily used to ask questions and exchange general and/or timely information.

Answer 18

Email and voicemail.

Question 19

This type of communication is transmitted through the “grapevine” and is often distorted.

Answer 19

Informal communication.

Question 20

Informal communication has two (2) types of information, which are?

Answer 20

1. Gossip
2. Rumor

Question 21

Three (3) characteristics of gossip.

Answer 21

1. Primarily focuses on individuals
2. Content lacks significance to those gossiping
3. Serves to entertain and provide social information

Question 22

Three (3) characteristics of rumor.

Answer 22

1. Can be about individuals or other topics
2. Contains information significant to the lives of those communicating it
3. Serves the function of helping to make sense of ambiguous information and of helping manage potential threats

Question 23

Four (4) grapevine patterns.

Answer 23

1. Single strand grapevine
2. Gossip grapevine
3. Probability grapevine
4. Cluster grapevine

Question 24

Employee category; those who received less than half of the information.

Answer 24

Isolates.

Question 25

Employee category; those who both received most of the information and passed it on to others.

Answer 25

Liaisons.

Question 26

Employee category; those who heard most of the information but seldom passed it.

Answer 26

Dead-enders.

Question 27

This involves the exchanging of a message across a communication channel from one person to another.

Answer 27

Interpersonal communication.

Question 28

Three (3) solutions to interpersonal communication problems.

Answer 28

1. Thinking about what you want to communicate
2. Practice what you want to communicate
3. Learn better communication skills

Question 29

The interference that affects proper reception of a message.

Answer 29

Noise.

Question 30

How we move and position our body.

Answer 30

Body language.

Question 31

Provides nonverbal cues about their feelings and personality.

Answer 31

Use of space.

Question 32

Punctuality and tardiness.

Answer 32

Use of time.

Question 33

This refers to the way we say things and consists of variables such as tone, tempo, volume, number and duration of pauses, and rate of speech.

Answer 33

Paralanguage.

Question 34

This is the concern on the objects that a person wears or with which they surround themselves.

Answer 34

Artifacts.

Question 35

This refers to when unimportant details in the information are removed.

Answer 35

Level.

Question 36

This refers to when interesting and unusual information is kept.

Answer 36

Sharpen.

Question 37

This refers to when information is modified to fit your existing beliefs and knowledge.

Answer 37

Assimilate.

Question 38

Six (6) reactions to communications overload.

Answer 38

1. Omission
2. Error
3. Queuing
4. Escape
5. Use of a gatekeeper
6. Use of multiple channels

Question 39

Message received vs. message interpreted is affected by four (4) factors, which are?

Answer 39

1. Listening skills
2. Emotional state
3. Cognitive ability
4. Bias

Question 40

A style of listening wherein you only listen for words that indicate pleasure.

Answer 40

Leisure listening.

Question 41

A style of listening wherein you listen for the main ideas behind any communication.

Answer 41

Inclusive listening.

Question 42

A style of listening wherein you listen to the way the communication is presented.

Answer 42

Stylistic listening.

Question 43

A style of listening wherein you hear and retain large amounts of details, but do not hear the meaning of those details.

Answer 43

Technical listening.

Question 44

A style of listening wherein you hear tunes into the feelings of the speaker and most likely pay attention to nonverbal cues.

Answer 44

Empathetic listening.

Question 45

A style of listening wherein you attend only to information that is consistent with your way of thinking.

Answer 45

Nonconforming listening.