BUSI 310 - Chapter 13 Read and Interact

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310

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Communications

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Apr 3, 2024

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1. The transmission of information and meaning from one party to another through the use of shared symbols is called ______. Communication 2. What is the term used to describe a number of things that interfere with accurate communication? Noise 3. The phase during which a communication is sent between two or people or groups is ______. transmission 4. In ______ communication, information flows from the sender to the receiver with no feedback loop. one-way 5. What sometimes causes communication break downs between managers and employees? (Choose every correct answer.) - One party having an emotional reaction to what is being said. - Noise in the environment such as ringing cell phones. - Listeners being preoccupied with other thoughts. 6. Mutaz is talking to Su about a project. Su can tell that Mutaz is unhappy with the project's progress because Su and Mutaz know each other well. This transmission of information is known as ______. communication 7. _______ -way communication occurs when the receiver responds to a sender. (Enter only one word in the blank.) two 8. Match the element of the communication process (on the left) with its definition (on the right). Sender  Initiates the process by conveying information to the receiver Receiver  The person for whom the message is intended Communication channel  The medium through which the message is sent; for example, orally or written

Noise  Personal or environmental interference in the communication process Decoding  The process by which the receiver interprets the sender's meaning 9. Which of the following factors tend to increase the use of one-way communication? (Choose every correct answer.) - There is no immediate challenge to the sender. - It can be done quickly. 10. The phase of the communication process during which a sender sends a message to a receiver is known as the _____ phase. transmission 11. Which of the following is true about two-way communication when compared to one-way communication? (Choose every correct answer.) - It takes more time. - It leads to fewer mistakes. - It is more accurate. - It is more difficult. 12. Hillary sends an e-mail to her subordinate without asking for a response. This is an example of ______ communication. one-way 13. Ringing telephones, thoughts about unrelated issues, and fatigue may contribute to a breakdown in ______ between managers and employees. communication 14. As Oscar encodes a message into an e-mail, which of the following are common pitfalls that he can avoid as the sender of a message? (Choose every correct answer.) - Using ambiguous phrases - Leaving out facts - Misusing words - Entering decimal points incorrectly

15. What occurs when receivers respond to senders? Two-way communication 16. ______ is the process of receiving and interpreting information. Perception 17. What is the result of the level of speed and ease associated with one-way communication? It is overused. 18. How can you keep perceptual differences from blocking consensus? (Choose every correct answer.) - Legitimizing different opinions - Adopting the views of others 19. Two-way communication is ______ than one-way communication. slower 20. Employees may filter information they are sending to their managers when it could potentially ______. make the employees look bad 21. In ______ communication, information flows from the sender to the receiver with no feedback loop. one-way 22. Which of the following are tactics for communicating effectively with someone who speaks a different language? (Choose every correct answer.) - Act out as many themes as possible - Do not equate poor grammar with lack of intelligence - Verbally and nonverbally encourage and reinforce speaking by nonnative language participants 23. All of the following are considered communication pitfalls that may result when the sender's intended message does not get across to the receiver EXCEPT ______. clarifying and paraphrasing help to ensure a clear message

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24. When communicating a message, it helps to ______. anticipate how your message might be misinterpreted 25. To Damien, the manager of the parts department, Raquel, his top sales manager, always appeared to be sad, but she was a top salesperson, and her colleagues always referred to her as "upbeat." He didn't see what everyone else saw and critiqued Raquel's negative demeanor on her evaluation. What was getting in Damien's way in seeing Raquel as she actually was? Damien's perception of Raquel 26. What is the best way to avoid misinterpretation of your message? State what you mean as well as what you do not mean 27. How is the objectivity of perception decreased? - People feel that the issues important to them are the most important issues. - People are motivated by their own self-interests. - People make the assumption that others see things the same way they do. 28. Filtering is described as a process of withholding, ignoring, or ______ information. distorting 29. Oral, written, and electronic are three _______ for communication. channels 30. Which of the following is one of the suggested tactics for communicating with someone who speaks a different language? Use more facial and hand gestures 31. Which of the following are advantages to oral communication? (Choose every correct answer.) - Questions can be asked and answered. - Feedback is immediate and direct. - The receiver can sense the sender’s sincerity.

32. Which of the following are steps both managers and employees can take to avoid communication problems? (Choose every correct answer.) - Take concrete steps to minimize perceptual errors and improper signals. - Ensure that the receivers attend to the message being sent. - Consider the other person's frame of reference and attempt to send a message with that viewpoint in mind. 33. E-mail has become a(n) _______ instrument of workplace communication. fundamental 34. Which of the following actions help you avoid misinterpretation of your message? (Choose every correct answer.) - Clarify what your message does not mean. - Anticipate how your message may be interpreted. 35. Which of the following statements about Skype and Zoom are true? (Choose every correct answer.) - They offer options for free service. - They offer videoconferencing features. 36. How could you describe the processes involved in perception? Largely subjective 37. A project team that wants a place where team members can access project information and updated communications from other team members and project leaders could use a(n) ______. blog 38. Which of the following are common communication channels? (Choose every correct answer.) - Written - Oral 39. Communicating ______ can reduce the time and expense devoted to traveling, photocopying, and mailing. electronically

40. A major disadvantage to oral communication is that ______. it can lead to spur-of-the-moment comments that may be regretted later 41. Which of the following events occurred as a result of COVID-19 pandemic in 2020? - People adapted to new business communication technologies. - There were far less face-to-face interactions among customers, managers, employees, and suppliers. - Millions of people discovered how to do their jobs remotely from home. 42. Which of the following statistics are true regarding how e-mail has become important in business communication? (Choose every correct answer.) - Full-time workers in the United States spend about one-third of their day on e-mail. - Billions of emails are sent every day throughout the world. 43. What do G Suite, Slack, Podio, Ryver, and Trello all have in common? (Choose every correct answer.) - They are online collaboration platforms. - They allow simultaneous access to shared files. 44. People usually find electronic negotiations more satisfying than face-to-face communication. False 45. What are possible uses of blogging in business? (Choose every correct answer.) - Communicating with the external environment - Announcing a social responsibility initiative - Introducing new products 46. E-mail is most suitable for _______ messages. routine 47. Which of the following are advantages of electronic communication? (Choose every correct answer.) - Leaving a permanent record for future reference. - Encouraging more people to share ideas.

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- Reducing time and expense related to travel. 48. How do good managers avoid information overload? (Choose every correct answer.) - Prioritize time around goals - Identify the items that are most important - Placing major business communications ahead of trivial e-mails 49. How did the COVID-19 crisis of 2020 influence communication? Millions of people learned to use remote communication technology. 50. Which are useful tips for managing e-mail overload? (Choose every correct answer.) - Create folders sorted by subject - Flag messages that require follow up 51. _______ has become an essential component of workplace communication. E-mail 52. What does the virtual office allow people to do? (Choose every correct answer.) - Work at home - Work at an airport - Work in a customer's office 53. Which of the following are disadvantages of electronic communication? (Choose every correct answer.) - It is generally more difficult to solve complex problems. - It does not easily provide the ability to pick up on subtle, nonverbal clues. - It presents a greater risk of leaks and negative portrayals. 54. Why did the huge consulting firm Accenture need to create Accenture People? Because many of their employees worked at widely dispersed client workplaces 55. For routine messages, _______ is most appropriate. e-mail

56. Because they support scheduling flexibility and relocating employees, ______ offices make hiring and retaining talented people easier. virtual 57. The biggest hurdle to effectively avoiding information overload is ______. separating important messages from common messages 58. The amount of information a medium conveys is called media _____. richness 59. What is the most important thing to remember before sending an e-mail? You must be comfortable with your message being seen by anyone. 60. The cues that make face-to-face communication rich include all of the following EXCEPT ______. voicemail 61. The _______ allows people to work anywhere as long as they have the tools to communicate with customers and colleagues. virtual office 62. When a manager works to make sure that the recipients of her message can identify her perspective, reasoning, and intentions, she is focusing on improving her ______ skills. sender 63. Which of the following describe Accenture People? (Choose every correct answer.) - It allows Accenture employees to collaborate anytime from widespread locations. - It is an internal social networking platform. 64. Which factors determine the level of authenticity for the receiver of a message? (Choose every correct answer.) - The speaker's ability to make a connection - The speaker's openness with the audience

- The speaker's demonstration of passion 65. Which of the following are benefits of virtual offices? - They give employees access to whatever information they need via the web and e-mail. - The company can save on costs such as rent and utilities. - They support retention of talented people as a result of the flexibility they offer. 66. Which types of messages presented as stories are people more likely to recall and accept? (Choose every correct answer.) - Concrete - Unexpected - Credible - Emotional 67. The more information or cues a medium sends to the receiver, the ______ the medium is. richer 68. The ability to provide clear, logical thinking in addition to proper grammar, punctuation, and spelling is known as effective ______ skills. writing 69. A(n) ______ provides the most opportunity for the receiver to give feedback to and ask questions of the sender, turning one-way into two- way communication. face-to-face conversation 70. How can writing skills be improved. (Choose every correct answer.) - Developing a draft message and revising it for clarity - Striving for clarity, organization, readability, and brevity 71. Match each method to improve communication skills (on the right) with the party (on the left) that the skill is more strongly associated with. Sender  - Communicate honestly and directly - Add power to your presentations by practicing beforehand

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- Write in a clear, logical way Receiver  - Become better skilled at listening - Learn to observe and interpret nonverbal communications - Improve one's reading skills 72. Using jargon with individuals who are not familiar with common organizational buzzwords can _____ communication effectiveness. interfere with 73. Messages are authentic when speakers demonstrate that they are ______ as well as speaking listening 74. When Miguel concluded his presentation to the Japanese client, he noticed the client nodding and saying hai (yes). Miguel knew that this meant the client ______. understood the presentation 75. Which traits are associated with the most powerful messages? (Choose every correct answer.) - They convey excitement. - They are simple and informative. - They are told with stories and anecdotes. 76. With language, ______ helps to alleviate misunderstandings when people from different functional areas or disciplines communicate. simplicity 77. In addition to good mechanics, effective writing requires ______. clear, logical thinking 78. Nonverbal actions tend to have a _______ impact on the audience than other cues of a message. greater 79. Which of the following is NOT a way to improve one's writing skills? Expecting the reader to focus on reading between the lines

80. Which of the following are ways you can send positive nonverbal signals? (Choose every correct answer.) - Use time appropriately - Pay attention to your body language - Arrange the office to make it conducive to open communication 81. Proper word choice can improve or be detrimental to ______. communication effectiveness 82. Which of the following statements is correct regarding how silence is used in communication in Japan? Silence is encouraged so that people can get to know each other better. 83. When a communicator uses a word understood by a foreign colleague, he or she should realize that ______. the meaning of the same word may be different in different cultures 84. In Muslim cultures, Americans should avoid ______. eating or touching with the left hand 85. When communicating with people from various disciplines and functional areas, all of the following are ways to increase one's effectiveness with word choice EXCEPT ______. being attentive to the speaker's needs 86. Which of the following culture-specific nonverbal signals are true? (Choose every correct answer) - Japanese indicate embarrassment by sucking in air. - Chinese scratch their ears to show happiness. 87. Even though they are not actually spoken or written, ______ messages can support or undermine the stated message. nonverbal 88. Which of the following are skills managers need to be good receivers? (Choose every correct answer.) - Reading - Observation - Listening

89. Research indicates that facial expression and tone of voice account for _______% of communication between two people. 90 90. How does reflection help managers listen effectively? (Choose every correct answer.) - It places greater emphasis on listening than talking. - It helps managers get into the other's frame of reference. - It results in more accurate two-way communication. 91. The typical American spends about ______ as many daily hours in conversation as the typical Japanese. twice 92. Which of the following is NOT one of the techniques for practicing how well one listens? Anticipate what will be said. 93. Nodding the head up and down in Bulgaria means _______. no 94. Simple ways to increase the opportunities for managers to engage with and listen to their employees include which of the following? (Choose every correct answer.) - Have coffee in a popular gathering place. - Go to lunch with others, including those outside your group. - Walk the halls and initiate conversations. 95. Compared with Americans, Russians use _____ facial expressions. fewer 96. Which of the following are more likely to result from interactions with managers who are skilled in listening? (Choose every correct answer.) - Trust develops among managers and employees, which supports a culture of innovation. - Employees think that their manager is showing an interest in them and are motivated to perform.

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97. Which of the following statements about being a complete communicator is true? Complete communicators must be effective senders as well as receivers. 98. Managers who make an effort to familiarize themselves with their employees create ______. trust 99. ______ is a process by which a person states what he or she believes the other person is saying. Reflection 100. For important messages and documents you should skim rather than reading slowly and carefully. False 101. Jerry is careful to keep his mind open and listen for ideas when receiving spoken messages. Jerry seems to understand how to improve his ______ skills. listening 102. Which of the following statements about the importance of observing and interpreting nonverbal communications are true? (Choose every correct answer.) - A vital source of useful observations comes from personally visiting people and facilities. - Some companies train their sales forces to interpret the nonverbal signals of potential customers. - Effective communicators are also capable of observing and interpreting nonverbal communications. 103. Personal contact is an important aspect of ______. listening 104. In order to enhance communication, in addition to observing information, a manager must also be able to ______ the facts. accurately interpret 105. Managers who fail to listen to employees can miss good ideas and drive employees away.

True 106. A manager assigning a task to her assistant is an example of _______ communication. downward 107. Which of the following important outcomes are likely to occur when a manager takes time to really listen and understand what people think? (Choose every correct answer.) - Trust develops - Innovation is fostered 108. Which of the following statements about the importance of reading ability in organizations is INCORRECT? The spoken word is more important in organizations, so reading is less emphasized. 109. Which of the following are problems associated with downward communication? (Choose every correct answer.) - Information overload - Lack of openness - Filtering 110. Effective communicators are also capable of observing and ______ nonverbal communications. interpreting 111. In flatter organizations, filtering is less of a problem with downward communication than in taller organizations. True 112. What might occur if a listener does not have sufficient information about a speaker's cultural norms? Misinterpretation of communication 113. The flow of information from higher to lower levels in the organization's hierarchy is called ______ communication. downward

114. What do managers give by using coaching? (Choose every correct answer.) - Positive reinforcement when it is deserved - Performance feedback to their direct reports 115. Managers who make an effort to familiarize themselves with their employees create ______. trust 116. When managers engage in a dialogue with employees with the intended goal of helping them be more effective and achieve their full potential, they are engaging in the ______ process. coaching 117. ______ occurs when managers and employees are hit with too much material to process. Information overload 118. Identify from the list below what is required for good coaching to take place. (Choose every correct answer). - Encouraging the employee to improve. - Asking a lot of questions. - Achieving real understanding of the problem, person, and the situation. 119. The smaller the number of authority levels through which communications travel, the ______ information will be lost or distorted. less 120. Information that flows from higher to lower levels of the organization can be ______ during difficult times. valuable 121. Inadequate downward communication during difficult times can cause ______. decreased job satisfaction 122. Valuable downward communications take place when managers ______.

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give performance feedback to their direct reports 123. Which of the following are reasons for seeking adequate upward communication? (Chose every correct answer). - Managers learn what is going on with their employees. - Employees gain from the opportunity to communicate upward. - Effective upward communication facilitates downward communication. 124. Sawyer entertained conversations with his team to help them master the new manufacturing process and thus be more effective. He is engaging in the ______ process. coaching 125. Which of the following are problems associated with upward communication? (Choose every correct answer.) - Managers may miss information from below due to information overload. - People only share good news with their bosses and suppress bad news. - Managers are bombarded with information and may neglect some of it. 126. Properly executed, ______ is a dialogue between two determined people working together to solve problems. coaching 127. Why can ample downward communication be especially valuable during challenging times, such as during a corporate merger or acquisition? (Choose every correct answer.) - Employees are anxious. - Rumors should be dispelled before outsiders and customers hear incorrect information. 128. What are some of the NEGATIVE consequences of providing INADEQUATE downward communication in difficult times? (Choose every correct answer). - Undermined corporate strategy - Increased belief that the company is untrustworthy 129. What are some techniques managers can use to facilitate and motivate upward communication? (Choose every correct answer.)

- Initiate an open-door policy - Hold town-hall meetings - Offer incentives for suggestions 130. How can employees benefit from upward communication? Some of their frustrations will be decreased. 131. Which of the following is NOT an activity included in MBWA? Communicating solely using e-mail 132. Which of the following is NOT one of the known problems associated with upward communication? People fear it is a waste of time to engage in upward communication. 133. When employees approach a manager to discuss a problem, the upward communication should be _______. reinforced 134. Gaining important knowledge from below requires managers to facilitate and motivate ______ communication. upward 135. _______ communication can take place among people in the same work team or in different departments. Horizontal 136. Some executives practice MBWA (management by wandering around), which refers simply to getting out of the office, walking around, and ______ with employees. talking frequently and informally 137. Which of the following are important functions of horizontal communication? (Choose every correct answer.) - Allowing coordination and problem solving among units - Providing social and emotional support to people - Helping solve conflicts 138. Which of the following is NOT a rule of thumb for effective upward communication? It should not be repeated.

139. GE's business units assist each other by using a high level of ______ communication. Horizontal 140. Which of the following are examples of informal communication? (Choose every correct answer.) - Wilma complaining about her boss - Sean telling a new member of his team how to get by 141. When a customer calls in a complaint, the company requires that it be taken by a receptionist then communicated to a sales representative as well as the quality manager. This is an example of ______ communication Formal 142. Which of the following are examples of horizontal communication? (Choose every correct answer.) - A purchasing agent asks a production engineer for product specifications. - Department managers meet to discuss a problem facing their company. 143. Horizontal communication allows interaction ______. among peers 144. The grapevine is a(n) ______ communication network. informal 145. Particularly in complex environments where decisions in one unit affect those in another, information must be shared ______. horizontally 146. Communications that are official, organization-sanctioned episodes of information transmission are known as which type of communication? Formal 147. Which of the following are effective methods of managing the grapevine in an organization? (Choose every correct answer.)

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- Prohibit malicious gossip - Neutralize rumors - Explain events that are important - Dispel uncertainties 148. In which directions can formal communication flow in an organization? (Choose every correct answer.) - Horizontally - Downward - Upward 149. ______ communication can take place among people in the same work team or in different departments. Horizontal 150. What does it mean if a firm discloses relevant information? It does not disclose all of the information; just the information that the audience has a legitimate reason to know. 151. The grapevine is a communication network that provides people with information, teaches them how to do their work successfully, and helps them ______. solve problems 152. A ______ organization is one without any barriers to information flow. boundaryless 153. Match each boundary in the GE organizational metaphor with what it separates in a real organization. Floors and ceilings  Organizational levels Walls between rooms  Different units Outside walls  The organization and its stakeholders 154. Which of the following statements about the grapevine is true? It cannot be eliminated. 155. When a customer calls in a complaint, the company requires that it be taken by a receptionist then communicated to a sales

representative as well as the quality manager. This is an example of ______ communication. formal 156. What are the traits of the high quality information shared when a firm is showing transparency? (Choose every correct answer.) - It is accurate. - It fully discloses relevant information. - It is timely. 157. Boundaryless organizations imply a random free-for-all of unlimited communication and information overload. False 158. What was the metaphor GE used to describe organizational boundaries? A house with floors, ceilings, rooms, and walls.

BUSI 310 - Chapter 13 Read and Interact

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