Chapters 1 & 2

Question 1

Covers all types of interactions among people - their conflicts, cooperative efforts, and group relationships

Answer 1

Human Relations

Question 2

A person’s collective single system that is composed of several separate characteristics such as emotional control, self-awareness, or physical fitness

Answer 2

Total Person

Question 3

The collection of shared values, beliefs, rituals, stories, and myths that foster a feeling of community among organizational members

Answer 3

Organizational Culture

Question 4

A movement initiated by Fredrick W. Taylor that focused on how jobs, work, and incentive plans can be designed to improve productivity

Answer 4

Scientific Management

Question 5

Became a sweeping investigation into the role of human relations in group and individual productivity. These studies also gave rise to the profession of industrial psychology by legitimizing the human factor as an element in business operations

Answer 5

Hawthorne Studies

Question 6

A network of relationships that exerts considerable influence on workers’ performance

Answer 6

Informal Organization

Question 7

The means by which we come to an understanding of ourselves and others

Answer 7

Communication

Question 8

The ability to recognize and understand your moods, emotions, and drives, as well as their effect on others

Answer 8

Self-awareness

Question 9

The foundation of successful interaction with others

Answer 9

Self-acceptance

Question 10

The personal dynamics that exist between people, not necessarily defined by the more rigid role relationships

Answer 10

Interpersonal Relationships

Question 11

The influences that account for the initiation, direction, intensity, and persistence of behavior

Answer 11

Motivation

Question 12

The building block of all successful relationships with coworkers, customers, family members, and friends

Answer 12

Trust

Question 13

The process of letting another person know what you think, feel, or want. It is one of the important ways you let yourself be known by others

Answer 13

Self-disclosure

Question 14

If your job includes supervisory-management responsibilities, you will spend a great deal of time in ______ to resolve conflicts among members of your staff

Answer 14

Conflict Resolution

Question 15

A one-way communication process that transfers basic information such as instructions, policies, and financial data

Answer 15

Impersonal Communication

Question 16

The exchange of information between two or more people

Answer 16

Interpersonal Communication

Question 17

If interpersonal communication is to be effective, some type of ____, of understood response, from the person receiving the information is necessary

Answer 17

Feedback

Question 18

The study of the relationship between a word and its meaning(s)

Answer 18

Semantics

Question 19

The accumulation of values, rules of behavior, forms of expression, religious beliefs, and the like, for a group of people who share a common language and environment

Answer 19

Culture

Question 20

The ability to interpret human actions, gestures, and speech patterns in a foreign culture

Answer 20

Cultural Intelligence (CQ)

Question 21

The messages (other than spoken or written words) we communicate through facial expressions, voice tone, gestures, appearance, posture, and other nonverbal means

Answer 21

Nonverbal Messages

Question 22

____ is fueled by curiosity and requires your complete concentration on what you are hearing, body language that exhibits your listening attitude, and feedback as to what you think the speaker is trying to tell you.

Answer 22

Active Listening

Question 23

The attempt to see the topic of discussion from the speaker’s point of view and to consider how the speaker’s perception of the situation may be different from your own

Answer 23

Critical Listening

Question 24

Listening with your ears, your eyes, and your heart

Answer 24

Empathatic Listening

Question 25

Ways to move information among people on the same level of authority, such as all the store managers of a national retail clothing store chain, all department chairpersons within a college, or all the administrative assistants within an organization

Answer 25

Horizontal Channels

Question 26

Represent the means whereby information can move up and down through all levels of authority within an organization

Answer 26

Vertical Channels

Question 27

Involves people from different departments or business units and different levels in the organization

Answer 27

Cross-functional communication

Question 28

The process of encouraging employees to share their feelings and ideas with their managers

Answer 28

Upward Communication

Question 29

An informal communication channel that carries unofficial information

Answer 29

Grapevine

Question 30

Are similar to social media networks like Facebook and LinkedIn, except they are customized to an organization. The purpose of an ___ is to streamline communication, increase collaboration, and share knowledge across an organization

Answer 30

Enterprise Social Networks (ESN)

Question 31

Networks of workers connected by the latest technology

Answer 31

Virtual Office

Question 32

Refers to the use of Web-based and mobile technologies to turn communication into an interactive dialogue

Answer 32

Social Media

Question 33

A discussion or information site, usually written by one person, used to communicate perspectives and information about certain topics

Answer 33

Blog