Quiz 13 Flashcards
Channel richness refers to the:
Amount of information that can be transmitted during a communication episode.
____ is defined as communication transmitted through actions and behaviors rather than through words.
Nonverbal communication
_____ refers to dialogue across boundaries and hierarchical levels about the team or organization’s vision, critical strategic themes, and values that help achieve important goals.
Strategic conversation
_____ refers to messages designed to motivate employees to adopt the company’s mission and cultural values and to participate in special ceremonies.
Indoctrination
When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals’ personalities. These are all examples of:
Nonverbal communication
Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization?
1) Formal communication
2) Horizontal communication
3) Diagonal communication
4) Upward communication
5) Downward communication
1) Formal communication
The term _____ is defined as “an individual’s level of fear or anxiety associated with either real or anticipated communication.”
Communication apprehension
Keys to effective listening include all of the following EXCEPT:
1) find areas of interest.
2) listen for ideas.
3) be responsive.
4) have preconceptions.
5) all of these are keys to effective listening.
4) have preconceptions.
_____ refers to the amount of information that can be transmitted during a communication episode.
Channel richness
Many organizations use suggestion boxes, open door policies, and surveys to facilitate:
Upward communication
_____ is necessary for communication to be considered two-way.
Feedback
Downward communication is usually used to communicate information about all of the following EXCEPT:
1) procedures.
2) suggestions for improvement.
3) implementation of goals.
4) performance feedback.
5) indoctrination.
2) suggestions for improvement.
Which of these is the richest medium for communication?
1) Voice mail
2) Written media
3) Electronic media
4) Face-to-face contact
5) Telephone conversations
4) Face-to-face contact
Which communication channel would be most successful to inform managers of impending company-wide layoff?
Face-to-face contact
Listening is _____ of effective communication.
75%
Upward communication is usually used to communicate information about all of the following EXCEPT:
1) grievance and disputes.
2) indoctrination.
3) suggestions for improvement.
4) performance reports.
5) financial and accounting information.
2) indoctrination.
Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as:
Routine messages
_____ channels are channels that exist outside the formally authorized channels without regard for the organization’s hierarchy of authority.
Personal communication
Messages that appraise how well individuals and departments are doing their jobs are called:
Performance feedback
Which of the following is(are) part of keys to effective listening?
1) Listen for facts
2) Listen for ideas
3) Be passive, laid back
4) Have preconceptions
5) All of these
2) Listen for ideas
Characteristics of a good listener are someone who:
Asks questions, summarizes, and listens to central themes.
_____ does not focus on a single receiver, uses limited information cues, and does not permit feedback.
Bulletins
What percent of the details passed through a grapevine is accurate?
70-90%
Which of the following comprises the lowest channel richness?
1) Face-to-face talk
2) Memos
3) Bulletins
4) Telephone
5) Electronic mail
3) Bulletins
What percentage of a manager’s time is spent in direct communication?
80%
Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?
Face-to-face
Good listeners exhibit all of the following characteristics EXCEPT:
1) asking questions.
2) having preconceptions.
3) tolerates bad habits.
4) judges content, not delivery errors.
5) all of these.
2) having preconceptions.
According to the text, all of the following are ways managers can improve their writing skills EXCEPT:
1) getting a second opinion.
2) respecting the reader.
3) knowing your point and get to it.
4) writing clearly rather than impressively.
5) writing lengthy explanations.
5) writing lengthy explanations.
Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements?
1) Horizontal communication
2) Downward communication
3) Vertical communication
4) Upward communication
5) Informal communication
1) Horizontal communication
Communication is defined by the text as the process by which information is:
Exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.
Listening
Which of the following is the best advice for written communication that is highly important?
1) Use technology channels to distribute the message
2) Use jargon
3) Get a second opinion
4) Keep it long
5) Use pretentious language
3) Get a second opinion
An example of non-verbal communication is all of these except:
1) voice.
2) posture.
3) body language
4) written memo.
5) facial expression.
4) written memo.
Most executives now believe that important information flows from the:
Bottom up
The capacity of an information channel is influenced by all of these except:
1) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.
2) the ability to facilitate rapid, two-way feedback.
3) the ability to establish a personal focus.
4) the ability to handle multiple cues simultaneously.
5) the ability to minimize costs.
5) the ability to minimize costs.
Non-verbal communication has the biggest impact when using _____.
Face-to-face communication
The four primary skills for communicating in a crisis include all of the following EXCEPT:
1) staying calm.
2) being visible.
3) getting the awful truth out.
4) communicating a vision for the future.
5) all of these are skills for communicating in a crisis.
5) all of these are skills for communicating in a crisis.
Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company’s goals for the coming year. This is an example of what type of organizational communication?
Downward communication
Information distortion or loss of message content is a major problem with:
Downward communication
To be effective communicators, managers should:
Encourage the use of multiple channels of communication.
