Exam 4 -- Quiz 3

Question 1

What is communication

Answer 1

process of transmitting information from one person or place to another

Question 2

what is perception?

Answer 2

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

Question 3

selective perception

Answer 3

tendency to notice and accept objects inconsistent with one’s values, beliefs, and expectations, while ignoring or screening inconsistent information

Question 4

closure

Answer 4

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

Question 5

types of perception

Answer 5

perception of others
self perception

Question 6

attribution theory

Answer 6

people have a basic need to understand and explain the causes of other people’s behavior

Question 7

self-serving bias

Answer 7

tendency to overestimate one’s value by giving the success to themselves and then failure to others/the environment

Question 8

what are the barriers to communication

Answer 8

noise and jargon

Question 9

noise

Answer 9

anything that interferes with the transmission of the intended message

Question 10

jargon

Answer 10

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

Question 11

Kinds of Communication

Answer 11

Nonverbal
Formal Channel
Informal Channel
One-on-one

Question 12

what is nonverbal communication

Answer 12

any communication that does not involve words

Question 13

kinesics

Answer 13

movements of the body and face

Question 14

paralanguage

Answer 14

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

Question 15

what is a formal channel of communication

Answer 15

system of official channels that carry organizationally approved messages and information

Question 16

downward communication

Answer 16

flows from higher –> lower levels in an organization

Question 17

upward communication

Answer 17

flows from lower –> higher levels in an organization

Question 18

horizontal communication

Answer 18

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

Question 19

what are some formal channels of communication?

Answer 19

downward
upward
horizontal

Question 20

what is an informal channel of communication

Answer 20

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

Question 21

what are some types of one-on-one communication

Answer 21

coaching, counseling,

Question 22

coaching

Answer 22

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

Question 23

counseling

Answer 23

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

Question 24

communication medium

Answer 24

method used to deliver a message

Question 25

what are the two types of communication mediums?

Answer 25

oral and written

Question 26

oral communication

Answer 26

allows to receive and assess the nonverbal communication that accompanies spoken messages

Question 27

written communication

Answer 27

well suited for delivering straightforward messages and information

Question 28

active listening

Answer 28

giving the speaker nonjudgmental feedback that shows one has accurately heard what he or she said

Question 29

empathetic listening

Answer 29

giving feedback that conveys that you understand the speaker's perspective and personal frame of reference

Question 30

what are the types of feedback?

Answer 30

destructive and constructive

Question 31

destructive feedback

Answer 31

disapproves without any intention of being helpful causes a negative/ defensive reaction

Question 32

constructive feedback

Answer 32

intended to be helpful, corrective, and/or encouraging

Question 33

improving transmission via

Answer 33

email, collaborative discussion sites, recorded messages, broadcast voice mail

Question 34

improving reception

Answer 34

finding ways to hear what employees feel and think

Question 35

organizational silence

Answer 35

employees believe that telling management about problems would not make a difference

Question 36

ways to overcome organizational silence

Answer 36

company hotlines, survey feedback, informal meetings, surprise visits , blog

Question 37

when is control achieved

Answer 37

behavior and work procedures conform to standards and when company goals are accomplished

Question 38

standards are determined by

Answer 38

listening to customer feedback observing competitors benchmarking

Question 39

standards

Answer 39

basis of comparison for measuring the extent to which various kinds of organizational performance are satisfactory or unsatisfactory

Question 40

dynamic process

Answer 40

constant change, ongoing

Question 41

cybernetic change

Answer 41

constant attention

Question 42

Three basic review mechanisms of the control process

Answer 42

feedback, concurrent, feedforward

Question 43

feedback control ( output)

Answer 43

gathering info about performance deficiencies after they occur and using it to correct or prevent performance deficiencies

Question 44

concurrent control (output)

Answer 44

gathering info about performance deficiencies as they occur this eliminates the delay between performance and feedback

Question 45

control loss

Answer 45

occurs when behavior and work procedures do not conform to standards

Question 46

regulation costs

Answer 46

associated with implementing or maintaining control

Question 47

cybernetic feasibility

Answer 47

extent to which it is possible to implement each step in the control process

Question 48

determinants of the worthiness of control

Answer 48

regulation costs cybernetic feasibility