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Principles of Management > Control Systems & Quality Management > Flashcards

Control Systems & Quality Management Flashcards

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

The information that is shared in the communication process is called ______.

A

the 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

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

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

Translating a message into understandable symbols or language is known as ______.

A

encoding

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8
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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9
Q

The means by which a communicator sends a message is called ______.

A

the medium

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10
Q

Match the communication component with its description.

a. sender
b. message
c. receiver

A

a. sender - the person wanting to share information
b. message - the information being shared
c. receiver - the person for whom the message is intended

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11
Q

The expression of the receiver’s reaction to the sender’s message is known as ______.

A

feedback

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12
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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13
Q

Any disturbance that interferes with the transmission of a message in the communication process is known as __.

A

noise

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14
Q

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

A

encoding

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15
Q

Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

A 
newsletter
text message
phone call
video conference
face-to-face meeting
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16
Q

Interpreting and trying to make sense of the message is called ______.

A

decoding

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17
Q

Memos, letters, reports, and announcements are all examples of _______ communication in an organization.

A

formal

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18
Q

An email, a handwritten notice, or a voicemail are each an example of a ______ in the communication process.

A

medium

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19
Q

Match the type of formal communication with its example.

a. vertical
b. horizontal
c. external

A

a. vertical - Anne submits her vacation request to her boss
b. horizontal - Suzie emails a coworker to inform him that she has finished her part of a team project
c. external - Tamika emails a supplier to ask for a price quotation on a product

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20
Q

The term _____ describes when the receiver expresses his or her reaction to the sender’s message.

A

feedback

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21
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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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 chancellor of the university sent a memo to faculty members to advise them that the governor would be speaking at the university and to encourage them to attend. This is an example of ______ communication.

A

downward

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24
Q

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

A

media richness

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25
Q

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

A

informal

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26
Q

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

A

formal

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27
Q

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _______ to communication.

A

barrier

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28
Q

Select all that apply

Select the types of formal communication channels.

A

vertical, horizontal, & external

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29
Q

Which of the following is an example of a physical barrier to communication?

A

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together

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30
Q

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

A

vertical

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31
Q

Select all that apply

What are some of the main causes of poor listening in modern times?

A

information overload, mindlessness, & cell phones

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32
Q

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

A

downward

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33
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

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34
Q

Select all that apply

Which of the following are types of informal communication channels?

A

face-to-face communication

office grapevine

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35
Q

Select all that apply

Which of the following are types of barriers to communication?

A

cross-cultural, personal, and physical barriers

36
Q

Select all that apply

Which elements often become cross-cultural barriers to communication?

A

religious beliefs, ethnocentrism, nonverbal gestures

37
Q

Sound, time, and space are all _______ barriers to communication.

A

physical

38
Q

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

A

nonverbal

39
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

40
Q

Select all that apply

In American culture, which of the following behaviors demonstrate poor nonverbal communication skills?

A

yawning excessively
looking away from the speaker
playing with your hair

41
Q

Select all that apply

Which forms of communication are still popular among older generations but are considered outdated by some younger people?

A

Email & telephone calls

42
Q

Select all that apply

Which statements accurately describe the way gender influences communication?

A

Women tend to provide more information than is needed.

Men are less likely to admit when they feel uncertain.

43
Q

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

A

informal

44
Q

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

A

social media

45
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 Kyle’s distress?

A

cultural differences

46
Q

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

A

nonverbal

47
Q

Select all that apply

Why do businesses establish a presence on social media platforms?

A

To interact with customers, increase brand awareness, and increase sales

48
Q

Select all that apply

Which forms of nonverbal communication are inappropriate in some cultures?

A

Patting on the shoulder

Embracing

49
Q

True or False

In communication, women are more likely than men to use “I” statements.

A

False

50
Q

Select all that apply

What resources can job candidates find at online employment recruiting sites?

A

Links to company blogs and videos
Available job openings
Background material for researching companies

51
Q

Social media is used to generate ______ dialogue with members of a network.

A

interactive

52
Q

Select all that apply

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

A

enhance their individual performance

53
Q

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

A

online social media

54
Q

Select all that apply

What conditions must be present before a company’s social media strategy will succeed?

A

The company must dedicate resources to the effort
The customers must have social media skills
The personnel must be competent in using technology

55
Q

Select all that apply

How should a business respond to negative comments that customers or employees post about the company on social media sites?

A

Respond quickly on the site

Require employees to follow the company’s social media policy

56
Q

Select all that apply

How do hiring managers use online social media?

A

To post available job openings
To locate job candidates with specific skill sets
To investigate potential employees’ social media pages

57
Q

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

A

reduced productivity due to handling large volumes of e-mail

58
Q

Select all that apply

How does access to social media tend to increase an organization’s productivity?

A

Greater job satisfaction
Less employee turnover
Better communication among employees

59
Q

Select all that apply

Which statements regarding social media strategies in business are true?

A

The message should be surprising

Marketers should track the results

60
Q

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

A

experienced managers

61
Q

Select all that apply

Why is cyberloafing bad for business?

A

It uses up bandwidth, exposes the company to computer viruses, and causes employees to waste time instead of doing their jobs.

62
Q

Select all that apply

Which actions could be considered microaggressions if they happen repeatedly?

A

Avoiding eye contact
Mispronouncing a person’s name
Interrupting someone who is speaking

63
Q

Select all that apply

Identify the disadvantages brought about by the digital age.

A

Decreased privacy
Security breaches
Too many emails

64
Q

The key to protecting yourself against online security threats is ______.

A

prevention

65
Q

Which of the following are recommended ways of handling communication via e-mail?

A

Treat all email as confidential
Reduce unnecessary emails that you receive
Remember that not every topic belongs on email

66
Q

What is cyberloafing?

A

accessing the internet at work for personal use

67
Q

What is phubbing?

A

talking or texting on a cell phone instead of focusing on people who are with you

68
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

69
Q

Select all that apply

Except in unusual circumstances, which employees are usually NOT allowed to text at work?

A

cashiers
sales associates
customer service representatives

70
Q

True or False

The use of email has peaked and it is expected that the number of email users worldwide will continue to steadily decrease.

A

False

71
Q

Select all that apply

What is typically specified in a social media policy for a business?

A

Who is allowed to participate in social media at work
When employees are allowed to use social media
What consequences will be imposed on employees who fail to comply

72
Q

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

A

defensive; nondefensive

73
Q

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

A

empathy

74
Q

Select all that apply

Why can it be beneficial for a company to allow employees some use of personal texting on the job?

A

To relieve stress and improve work-life balance

75
Q

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

A

active

76
Q

True or False

Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

A

False

77
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

78
Q

True or False

The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

A

False

79
Q

Match each description with the type of communication it exemplifies.

a. defensive communication
b. nondefensive communication

A

a. defensive communication - aggressive, attacking, angry, passive, or withdrawing communication
b. nondefensive communication - assertive, direct, and powerful communication

80
Q

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

A

That is probably all the audience will remember

81
Q

If you are able to empathize, you can ________ another person’s feelings and thoughts.

A

understand

82
Q

Active listening is the process of ______.

A

decoding and interpreting verbal messages

83
Q

Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill.

A

writing

84
Q

Select all that apply

According to Dale Carnegie, what are the three rules of an effective speech?

A

Say it
Tell them what you are going to say
Tell them what you said

85
Q

Select all that apply

What techniques will improve the effectiveness of a public speech?

A

Do the research and recheck the facts
Speak on a topic you know well
Guide the audience with transitions

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