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(3) Organization & Administration > S3_L2: Communication in Organizations > Flashcards

S3_L2: Communication in Organizations Flashcards

1
Q

________ is a psychological process of sharing information to achieve a common understanding between ourselves & others.

A

Communication

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2
Q

This is the foundation for effectiveness in any type of organization

A

Effective communication

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3
Q

The following is true about communication, EXCEPT:

A. process of exchanging information in such a way that mutual understanding is achieved
B. between 2 or more people about work-related issues.
C. interaction required to direct a group towards a set of common goals
D. All
E. None

A

E. None

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4
Q

Enumerate the basic communication process.

A

Sender > Encoding > Message > Decoding > Receiver

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5
Q

What are the methods of channels of communication?

A
  1. verbal
  2. written
  3. electronic
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6
Q

Enumerate the 3 Levels at which communication takes place

A
  1. Physical level
  2. Intelligence level
  3. Emotional level
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7
Q

affects the mood of the receiver and perception of the sender

A. Physical level
B. Intelligence level
C. Emotional level

A

C. Emotional level

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8
Q

Acceptance of the message

A. Physical level
B. Intelligence level
C. Emotional level

A

C. Emotional level

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9
Q

Receiver has to notice that the process of communication is taking place

A. Physical level
B. Intelligence level
C. Emotional level

A

A. Physical level

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10
Q

Receiver may choose not to decode the message correctly

A. Physical level
B. Intelligence level
C. Emotional level

A

C. Emotional level

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11
Q

Understanding the information

A. Physical level
B. Intelligence level
C. Emotional level

A

B. Intelligence level

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12
Q

Part of the basic communication process and is the person or group with ideas, intentions, information and a purpose for communicating

A

Sender

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13
Q

Part of the basic communication process and is the receiver’s perceptual assessment

A

Decoding

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14
Q

Part of the basic communication process and is the most effective way to determine if messages are receive

A

Feedback

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15
Q

Part of the basic communication process and can block, filter or distort the message as it is encoded and sent when it is received and blocked

A

Noise

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16
Q

Part of the basic communication process and encompasses formulating the message, selecting the right words or symbols, & understanding the person

A

Encoding

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17
Q

Part of the basic communication process and decodes (interprets) the messages transmitted over any channel

A

Receiver

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18
Q

Part of the basic communication process and is the means by which messages are transmitted

A

Methods (channels) of communication

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19
Q

______ may change the meaning of messages and become interpreted incorrectly

A

Barriers

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20
Q

Essential tool in achieving productivity and maintaining strong working relationships at all levels of an organization

A

Communication in an organization

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21
Q

TRUE OR FALSE: “Effective Communication” in organizations is the building block of successful organizations. It acts as the organization’s blood.

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

A

A. Both statements are true

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22
Q

Part of the basic communication process and is the information, view, topics, idea, feelings, sensitivity

A

Message

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23
Q

This type of feedback is the receiver’s response to sender regarding a specific message

A

Direct

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24
Q

This type of feedback involves the consequences that result from a particular message

A

Indirect

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25
Q

Kind of barrier that are the conspicuous distractions in the environment that make it difficult to hear or pay attention

A

Physical Barriers

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26
Q

Kind of barrier that are composed of the Organization’s Rules, Policies, and Procedures

A

Organizational Barrier

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27
Q

Kind of barrier in which there are mechanisms within individuals that restrict a sender’s or receiver’s ability to express and/or understand messages clearly

A

socio-psychological barriers

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28
Q

This is a tactic of impression management whereby individuals do favors or use flattery to elicit an attribution of likability from observers

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

B. ingratiation

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29
Q

This is a tactic of impression management whereby individuals advertise their weaknesses or shortcomings in order to elicit an attribution of being needy from observers

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

E. supplication

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30
Q

This is a tactic of impression management whereby people self-sacrifice or go above and beyond the call of duty in order to gain the attribution of dedication from observers

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

C. exemplification

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31
Q

This is a tactic of impression management whereby individuals point out their abilities or accomplishments in order to be seen as competent by observers

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

A. self-promotion

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32
Q

This is a tactic of impression management whereby people signal their power or potential to punish in order to be seen as dangerous by observers

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

D. intimidation

33
Q

This is a tactic of impression management that is the opposite of exemplification

A. self-promotion
B. ingratiation
C. exemplification
D. intimidation
E. supplication

A

D. intimidation

34
Q

______ is mention in the media

A

Publicity

35
Q

______ is bringing a product (or service) to the attention of potential and current customers

A

Advertising

36
Q

______ is the wide range of activities involved in making sure that you’re continuing to meet the needs of your customers and getting value in return

A

Marketing

37
Q

_____ keeps the product in the minds of the customer and helps stimulate demand for the product

A

Promotion

38
Q

_____ is cultivating prospective buyers (or leads) in a market segment

A

Sales

39
Q

How professionals ‘present’ themselves when interacting on hospital wards to project collaborative work

A

Impression management in Healthcare

40
Q

Has an audience

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

NOTE: You may choose 1 or more answer.

A

A & B

41
Q

structured meeting in which professionals gathered in a private area of the ward, in the absence of patients

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

A

C. Planned backstage

42
Q

social activities between and among professional groups/individuals

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

A

E. Offstage

43
Q

structured collaborative activities such as ward rounds and care conferences

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

A

A. Planned front stage

44
Q

unstructured or unplanned interprofessional interactions in front of patients

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

A

B. Ad hoc front stage

45
Q

quick conversation between professionals in the absence of patients/carers

A. Planned front stage
B. Ad hoc front stage
C. Planned backstage
D. Ad hoc backstage
E. Offstage

A

D. Ad hoc backstage

46
Q
  1. Mass communication
  2. Inter-organizational
  3. Group
  4. Organization
  5. Interpersonal

A. Micro
B. Meso
C. Macro

A
  1. C
  2. B
  3. B
  4. B
  5. A
47
Q

What is the communication distance for the social level?

A

4 to 12 ft

48
Q

What is the communication distance for the personal level

A

1 1/2 to 4 ft

49
Q

What is the communication distance for the public level

A

12 to beyond 25 ft

50
Q

What is the communication distance for the intimate level

A

1-18 inches

51
Q

TRUE OR FALSE: Because of noise, message is not received by receiver and receiver cannot provide feedback

A

True

52
Q

TRUE OR FALSE: Even cold or hot environments may become a barrier

A

True

NOTE: This is part of the physical noise

53
Q

it is the tendency to categorize and make assumptions about others based on identified characteristics

A

Cultural Stereotyping

54
Q

Thinking about our own culture, our “US” group behavior as the standard against all the other groups

A

Ethnocentrism

55
Q

Formally sanctioned communication structure within the organization that may also provide clients a clear idea of a company’s goals and visions

A

Formal Channels

56
Q

The following are true of Grapevine communication, EXCEPT:

A. Unofficial & unstructured
B. Active during work hours
C. Carries information in all directions
D. Products of spontaneity of the members
E. None

A

B. Active during work hours

It is active 24hrs/day

57
Q

Is a conscious or subconscious process in which individuals attempt to influence the perceptions of other people about himself, a person, object or event by regulating and controlling information in social interaction

A

Impression management

58
Q

A process by which activities of a society are collected and coordinated to reach the goals of both individuals and the collective group

A

Organization Communication

59
Q

Lateral flow of communication between employees of the same level belonging to different departments of the organization

A

Horizontal communication channel

60
Q

TRUE OR FALSE: The physical appearance of the sender is not a physical barrier in communication. Poor penmanship is a physical barrier in communication.

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

A

D. Only the 2nd statement is true

61
Q

TRUE OR FALSE: Sending emails after office hours is a physical barrier. Excessive transmission of information is also a physical barrier.

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

A

A. Both statements are true

62
Q

This is when complete information is not transmitted from one level to the other

A

Filtering

63
Q

This is the term for how words are used in a particular language

A

Semantics

64
Q

Choose the following semantic or language barriers:

A. homonyms
B. different tone and facial expressions
C. educational attainment
D. languages
E. aphasia

A

All

65
Q

This kind of barrier results in defensiveness that blocks the flow of communication

A

socio-psychological barrier

66
Q

The following are cross-cultural barriers, EXCEPT;

A. Concept of time
B. Concept of Space
C. Concept of Communication
D. Values
E. Social relations

A

C. Concept of Communication

67
Q

Determine which type of communication is being described.

  1. Messages flow from upper levels to lower levels
  2. From lower level members to the superiors
  3. Provides feedback to superiors
  4. Follows the organizational hierarchy, to convey orders, instructions, warning, or responsibilities to the subordinates
  5. Means of feedback from the downward communication

A. Downward Communication
B. Upward Communication

A
  1. A
  2. B
  3. B
  4. A
  5. B
68
Q

Determine which type of communication is being described with the following ADVANTAGES.

  1. No bypassing
  2. Delegation of authority
  3. Introducing new projects
  4. Fosters friendly relations
  5. Encourages participation

A. Downward Communication
B. Upward Communication

A
  1. A
  2. A
  3. B
  4. B
  5. B
69
Q

Determine which type of communication is being described with the following ADVANTAGES.

  1. Provides valuable feedback
  2. Making suggestions
  3. Maintaining discipline
  4. Two-way Process
  5. Employee morale

A. Downward Communication
B. Upward Communication

A
  1. B
  2. B
  3. A
  4. B
  5. B
70
Q

Determine which type of communication is being described with the following DISADVANTAGES.

  1. Loss of information
  2. Delay in exchanging information
  3. Creation of resentment
  4. Unwillingness to admit failure
  5. Message not heard

A. Downward Communication
B. Upward Communication

A
  1. A
  2. A
  3. A
  4. B
  5. B
71
Q

Determine which type of communication is being described with the following DISADVANTAGES.

  1. Distortion of information
  2. Fear of Incompetence
  3. Indecisive superiors
  4. Resistance from employees
  5. Under communication and over communication

A. Downward Communication
B. Upward Communication

A
  1. A
  2. B
  3. B
  4. B
  5. A
72
Q

TRUE OR FALSE: The horizontal communication channels provide emotional and social support to co-employees through interaction focusing on common task concerns

A

True

73
Q

TRUE OR FALSE: Grapevine communication creates a sense of unity among the employees who share and discuss their views with each other

A

True

74
Q

TRUE OR FALSE: Grapevine communication satisfies the social needs of the members of the organization. It serves as an emotional supportive value

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

A

A. Both statements are true

75
Q

TRUE OR FALSE: Informal Communication leads to creating hostility against management. It hamper the goodwill of the organization as it may carry false positive information.

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

A

C. Only the 1st statement is true

It carries false negative information

76
Q

Make use of specific strategies to bend the truth and enhance one’s own appeal

A

Self- enhancement

77
Q

Usually used synonymously with self-presentation, in which a person uses behavior to create and maintain desired images of the self upon others

A

Impression management

78
Q

Enumerate the kinds of communication chains.

A
  1. single strand chain
  2. cluster chain
  3. probability chain
  4. gossip chain

(3) Organization & Administration (12 decks)

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