communicating (10)

Question 1

____ is a process of sharing information through symbols including words and message.

Answer 1

communication

Question 2

In management, _____ must be made with a purpose and because it has cost attached to it, it must be used effectively.

Answer 2

communication

Question 3

What are the four functions of communication?

Answer 3

information, motivation, control, emotive

Question 4

____ provided through communication may be used for decision-making at various work levels in the organization.

Answer 4

information function

Question 5

Communication is used to motivate employees to commit themselves to the organization’s objectives.

Answer 5

motivation function

Question 6

When properly communicated, reports, policies, and plans define roles, clarify duties, authorities, and responsibilities. Effective control is then facilitated.

Answer 6

control function

Question 7

Communication provides a means to decrease the internal pressure affecting the inidividual.

Answer 7

emotive function

Question 8

What are the six parts of the communication process?

Answer 8

develop idea, encode, transmit, receive, decode, accept, use, feedback

Question 9

The most important step in effective communication. The idea to be conveys must be useful or of some value.

Answer 9

develop an idea

Question 10

The idea is encoded into words, illustrations, figures, or other symbols suitable for transmission.

Answer 10

encode

Question 11

The message is now ready for transmission through the use of an appropriate communication channel.

Answer 11

transmit

Question 12

To achieve proper transmission, the channel must be _______ (referred to as noise).

Answer 12

free og barriers or interference

Question 13

Communication channels include: ____

Answer 13

• written word
• spoken word
• body movements
• television
• radio
• e-mail

Question 14

The actual receiving of the message by the intended receiver.

Answer 14

receive

Question 15

What is the requirement for a message to be received?

Answer 15

the receiver must be ready to receive at the precise moment the message is relayed by the sender

Question 16

This means translating the message from the sender into a form that will have meaning to the recipient.

Answer 16

decode

Question 17

If the receiver knows the language and terminology used in the message, ______ may be achieved.

Answer 17

successful decoding

Question 18

If the receiver understands the purpose and background situation of the sender, decoding will be ______.

Answer 18

greatly improved

Question 19

The receiver will decide to accept or reject the message.

Answer 19

accept

Question 20

The factors that will affect the acceptance or rejection of a message are as follows: ____

Answer 20

• the accuracy of the message
• whether or not the sender has the authority to send the messages and/or require action
• the behavioral implications of the sender

Question 21

If the message provides information of importance to a relevant activity, then the receiver could store it and retrieve it when required.

Answer 21

use

Question 22

The last step is for the receiver to provide feedback to the sender.

Answer 22

provide feedback

Question 23

What are the two forms of communication?

Answer 23

verbal communication, non-verbal communication

Question 24

____ is categorized through hearing or sight.

Answer 24

verbal communication

Question 25

Verbal communication is categorized in two classes: _____

Answer 25

oral, written

Question 26

____ most involves hearing the words of the sender.

Answer 26

oral

Question 27

Sender seeks to communicate through written word. Sometimes preferred due to time and cost constraints.

Answer 27

written

Question 28

Means of conveying message through body language, as well as the use of time, space, touch, clothing, appearance, and aesthetic elements.

Answer 28

nonverbal communication

Question 29

Body languages include: _____

Answer 29

gestures, bodily movement, facial expression, posture, mannerism of all kinds

Question 30

What are the three barriers to communication?

Answer 30

personal barriers, physical barriers, semantic barriers

Question 31

Hindrances to effective communication arising from a communicator's characteristics as a person, such as emotions, values, poor listening habits, sex, age, race, socioeconomic status, religion, education, etc.

Answer 31

personal barrier

Question 32

Emotions cloud judgment.

Answer 32

personal barriers

Question 33

______ refer to interferences to effective communication occurring in the environment where the communication is undertaken.

Answer 33

physical barriers

Question 34

These include distances between people, walls, etc. A communication channel that is overloaded can also be called a barrier.

Answer 34

physical barriers

Question 35

_____ is the study of meaning as expressed in symbols.

Answer 35

semantics

Question 36

A _____ is an "interference with the reception of a message that occurs when the message is understood even though it is received exactly as transmitted".

Answer 36

semantic barrier

Question 37

What are the four steps in overcoming communication barriers?

Answer 37

feedback, repetition, multiple channels, simplified language

Question 38

____ to facilitate understanding and increase the potential for appropriate action.

Answer 38

use feedback

Question 39

_____ in order to provide that they are properly received.

Answer 39

repeat messages

Question 40

____ so that the accuracy of the information may be enhanced.

Answer 40

use multiple channels

Question 41

_____ that is easily understandable and which eliminates the possibility of people getting mixed up with meanings.

Answer 41

use simplified language

Question 42

What are the three techniques in communicating in orgs?

Answer 42

downward communication, upward communication, horizontal communication

Question 43

Refers to message flows from higher levels of authority to the lower levels.

Answer 43

downward communication

Question 44

Purposes of downward communication: _____

Answer 44

- to give instructions - to provide information about policies and procedures - to give feedback about performance - to indoctrinate or motive

Question 45

Techniques in downward communication includes: ____

Answer 45

letters, meetings/telephone, manuals, handbooks, newsletters

Question 46

Appropriate when directives are complex and precise actions are required.

Answer 46

letters

Question 47

Appropriate when orders are simple bu the result depends largely on employee morale.

Answer 47

meetings/telephone

Question 48

Useful sources of information regarding company policy, procedure, and organization.

Answer 48

manuals

Question 49

Provide more specific information about duties and privileges of the individual worker.

Answer 49

handbooks

Question 50

Provide a mixture of personal, social, and work-related info.

Answer 50

newsletters

Question 51

Refers to messages from persons in lower level positions to persons in higher positions.

Answer 51

upward communication

Question 52

Messages sent to provide information on work progress, problems encountered, suggestions for improving output, and personal feelings about work and non-work activities.

Answer 52

upward communication

Question 53

Techniques in upward communication includes: _____

Answer 53

- formal grievance procedures - employee attitude and opinion surveys - suggestion systems - open door policy - informal gripe sessions - task forces - exit interviews

Question 54

A system is prepared by the organization for the employees to air their grievances; may consist of a single step or a number of steps.

Answer 54

formal grievance procedures

Question 55

Define by Holley and Jennings as "any employee's concern over a perceived violation of the labor agreement that is submitted to the grievance procedure for eventual resolution."

Answer 55

formal grievance procedures

Question 56

A system setup to find out what the employees think about the company.

Answer 56

employee attitude and opinion surveys

Question 57

Set up to gather suggestions from employees, which are important sources cost-saving and product-enhancing ideas; also contributes to employee morale.

Answer 57

suggestion systems

Question 58

Provides the management with an opportunity to act on difficulties before they become full-blown problems.

Answer 58

open door policy

Question 59

______ can be used positively is the management knows how to handle them; employees feel free to talk and are assured of not being penalized for doing so; used to determine causes of problems.

Answer 59

informal gripe sessions

Question 60

Created when a specific problem or issue arises to deal with a problem.

Answer 60

task forces

Question 61

Employees are interviewed when they leave the organization for any reason.

Answer 61

exit interviews

Question 62

Refers to messages sent to individuals or groups from another of the same organizational level or positon.

Answer 62

horizontal communication

Question 63

Purposes of horizontal communication include: _____

Answer 63

- to coordinate activities between departments - to persuade others of the same level of organization - to pass on information about activities or feelings

Question 64

Horizontal communication techniques include: ____

Answer 64

memos, meetings, telephones, picnics, dinners, social affairs

Question 65

Message flows and area of concerns of upward communication: _____

Answer 65

- problems and exceptions - suggestions for improvement - performance reports - grievances and disputes - financial & accounting information

Question 66

Message flows and area of concerns of downward communition: _____

Answer 66

- implementations of goals, strategies, and objectives - job instructions and rationale - procedures and practices - performance feedback - indoctrination

Question 67

Message flows and area of concerns of horizontal communition: _____

Answer 67

- interdepartmental coordination - interdepartmental problem-solving - staff advice to the department

Question 68

Systems are organized by the management to gather useful informatio.

Answer 68

management information systems

Question 69

Defined by Boone and Kurtz as "an organized method of providing past, present, and projected information on internal operations and external intelligence for use in decision-making."

Answer 69

management information systems

Question 70

_____ consists of written and electronically based systems for sending reports, memos, bulletins, and the like.

Answer 70

management information systems

Question 71

_____ allows the managers of the different departments within the firm to communicate with each other.

Answer 71

management information systems

Question 72

Purposes of management information systems (Wheelen, Hunger): ___

Answer 72

- to provide the basis for the analysis of early warning signals that can originate externally and internally - to automate routine clerical operations like payroll and inventory reports - to assist managers in making routine decisions like scheduling orders, assigning orders to machines, and reordering supplies - to provide the information necessary for management to make strategic or non-programmed decisions