CH 13 MO

The sharing of information between two or more individuals or groups to reach a common understanding.

Communication

Information is shared by two or more individuals or groups.

Transmission Phase

A common understanding is assured.

Feedback Phase

Person or group wishing to share information.

Sender

Information that a sender wants to share.

Message

Translating a message into understandable symbols or language

Encoding

Anything that hampers any stage of the communication process.

Noise

Person or group for which a message is intended.

Receiver

Pathway through which an encoded message is transmitted to a receiver

Medium

Interpreting and trying to make sense of a message.

Decoding

The encoding of messages into words, either written or spoken.

Verbal Communication

The encoding of messages by means of facial expressions, body language, and styles of dress.

Nonverbal Communication

The amount of information that a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

Information Richness

Has highest information richness. Can take advantage of verbal and nonverbal signals. Provides for instant feedback.

Face-to-Face Communication

Face-to-face communication technique in which a manager walks around a work area and talks informally with employees about issues and concerns.

Management by Wandering Around

Has a lower richness than the verbal forms of communication but still is directed at a given person. Excellent media for complex messages requesting follow-up actions by receiver.

Personally Addressed Written Communication

Has the lowest information richness. Good for messages to many receivers where little or no feedback is expected (such as newsletters, reports).

Impersonal Written Communication

A superabundance of information that increases the likelihood that important information is ignored or overlooked, and tangential information receives attention

Information Overload

A website on which an individual, group, or organization posts information, commentary, and opinions and to which readers can often respond with their own commentary and opinions.

Blog

A website that enables people to communicate with others with whom they have some common interest or connection.

Social Networking Site

Organizational chart, communication also can be informal

Formal Networks

Up and down, corporate hierarchy.

Vertical communication

Sideways, communication between employees at same level.

Horizontal communication

Flows quickly, but not always accurately

Grapevines

People meet up who share interests Helpful in, changing jobs, recruiting, locating new suppliers, Finding a job after a layoff.

Interest-oriented networks

Communication does not take place unless...

A. both parties have a chance to send and respond.

B. feedback is given and responded to.

C. a common understanding is reached.

D. at least one party expresses a need.

a common understanding is reached.

The goal of communication is to...

A. get things done

B. reach a common understanding

C. create a common language

D. enable self-expression

reach a common understanding

Pauline called the airline 800 number to register a complaint. She followed the automatic messages, pressing the required buttons, but it looped back to the beginning, and she hung up in frustration. Did communication occur?

A. Yes, because actually speaking to someone is not required for communication to occur.

B. No, because she didn't actually convey her message and reach an understanding.

C. Yes, because the act of hanging up sent a message that their system didn't work.

D. No, because she didn't press the right buttons.

No, because she didn't actually convey her message and reach an understanding.

In the transmission phase of the communication process, the sender translates the message into symbols or language, a process known as...

A. deciphering.

B. broadcasting.

C. encoding.

D. sending.

encoding

At Perfect Software, managers and employees dress informally. One advantage of this is to...

A. increase the need for verbal communication in the workplace.

B. highlight the differences between employees and managers.

C. communicate the idea that all employees are on the same team.

D. decrease the need for nonverbal communication in the workplace.

communicate the idea that all employees are on the same team.

In the transmission phase of the communication process, the information that a sender wants to share is known as the...

A. message.

B. text.

C. data.

D. feedback.

message

In the transmission phase of communication, the person who wishes to share information with someone else is known as the...

A. receiver.

B. decoder.

C. messenger.

D. sender.

sender

Verbal communication is the use of ________ to encode a message.

A. symbolic language, such as facial expressions,

B. symbolic language, such as style of dress,

C. words, whether written or spoken.

D. words in the spoken form only

words, whether written or spoken.

As Fiona sat in her lecture, she had trouble focusing on what her instructor was saying because she was thinking about her weekend plans. Which element of the communication process was demonstrated in this example?

A. sending

B. noise

C. encoding

D. feedback

noise

The pathway through which an encoded message is transmitted to a receiver is known as the...

A. data

B. medium

C. network

D. feedback

medium

The growth in the popularity of email has enabled many managers and employees to become

A. telecommuters.

B. proficient.

C. independent.

D. encoders.

telecommuters.

The best example of impersonal written communication is...

A. a text message from a supervisor to a specific subordinate.

B. an email to company managers soliciting their input.

C. an emailed companywide announcement of procedural changes.

D. a meeting between a supervisor to several subordinates.

an emailed companywide announcement of procedural changes.

At Doreen's company, managers and their employees all work from cubicles. The managers check in regularly with subordinates at the subordinates' cubicles, help solve problems, and give advice as needed. This form of management is called...

A. 360-degree management.

B. management by wandering around.

C. open-book management.

D. total quality management.

management by wandering around.

A face-to-face communication technique that involves a manager talking informally with employees is known as...

A. total quality management.

B. management by objectives.

C. management by wandering around.

D. open-book management.

management by wandering around.

A significant consequence of information overload is that...

A. senders are able to communicate directly with a large audience.

B. senders have a sense that they are providing widespread education.

C. receivers fail to distinguish between the important and the trivial.

D. receivers end up with a wide array of knowledge.

receivers fail to distinguish between the important and the trivial.

In choosing a communication medium for any message, managers need to consider three factors: information richness...

A. time, and the need for a paper trail.

B. cost, and the need for confidentiality.

C. time, and the need for confidentiality.

D. cost, and the need for a paper trail.

time, and the need for a paper trail.

A(n) ________ is an informal, internal organizational communication network along which unofficial information flows.

A. contacts network

B. rumor

C. grapevine

D. intranet

grapevine

When a customer sent a message via the website to complain about not receiving a purchase, the customer service rep sent back a response that read, “I apologize for the issue you have encountered. We have had supply chain problems since implementing a JIT system, and it was exacerbated by logistical decisions and a breakdown of our EDI link.” What is most likely to interfere with the customer’s understanding of this communication?

A. the lack of a nonverbal element

B. an inappropriate medium

C. information overload

D. the use of jargon

the use of jargon

Conrad rushed off an email to his subordinates telling them what to do when he was out of office, but the email was difficult to understand because it was unclear and incomplete. As a result, nothing happened before Conrad returned to the office. What element of the communication was the origin of the poor communication?

A. noise

B. the sender

C. feedback

D. the receiver

the sender

_____ is central to management because it explains what drives or will drive people to achieve organizational goals.

Motivation

Which of the following is true of Michael, a manager of stellar performance, who is driven by intrinsic motivation?

The source of his motivation lies with performing his role well and achieving organizational goals.

The source of _____ motivation lies with actually performing the behavior, and motivation comes from doing the work itself.

Intrinsic

The source of _____ motivation lies with the acquisition of material or social rewards.

Extrinsic

Which of the following is true of extrinsic motivation?

The source of motivation is the consequences of the behavior, not the behavior itself.

Which of the following is true of prosaically motivated behavior?

It seeks to improve the well-being of other people.

According to the expectancy theory, motivation is high when people:

believe that high levels of effort lead to high performance and, ultimately, to the attainment of the desired goals.

According to the expectancy theory, _____ is a person's perception about the extent to which performance at a certain level results in the attainment of outcome.

Instrumentality

According to the expectancy theory, the term _____ refers to how desirable each of the outcomes available from a job or organization is to a person

Valance

____ proposes that all people seek to satisfy five basic kinds of needs: physiological needs, safety needs, belongingness needs, esteem needs, and self-actualization needs.

Abraham Maslow's hierarchy of needs theory

Which of the following forms the base of Maslow's hierarchy of needs?

Physiological needs

Which of the following forms the pinnacle of Maslow's hierarchy of needs?

Self-actualization needs

____ collapsed the five categories of needs in Maslow's hierarchy into three universal categories: existence, relatedness, and growth.

Clayton Alderfer's ERG theory

According to Herzberg's motivator-hygiene theory, _____ needs are related to the nature of the work itself and how challenging it is

Motivator

According to Herzberg's motivator-hygiene theory, _____ needs are related to the physical and psychological context in which the work is performed.

Hygiene

According to Herzberg's motivator-hygiene theory, which of the following outcomes helps to satisfy motivator needs?

A sense of accomplishment

According to Herzberg's motivator-hygiene theory, which of the following outcomes satisfies hygiene needs?

Job Security

___ drew attention to the important distinction between intrinsic motivation and extrinsic motivation.

Herzberg's motivator-hygiene theory

According to McClelland, the need for _____ is the extent to which an individual has a strong desire to perform challenging tasks well and to meet personal standards for excellence.

Achievement

According to McClelland, the need for _____ is the extent to which an individual desire to control or influence others.

Power

According to McClelland, the need for affiliation is the extent to which an individual:

is concerned about maintaining good interpersonal relations.

_____ is a theory of motivation that concentrates on people's perceptions of the fairness of their work outcomes relative to, or in proportion to, their work inputs.

Equity theory

____ exists when a person's own outcome-input ratio is perceived to be less than that of a referent.

Underpayment inequity

____ considers how managers can ensure that organization members focus their inputs in the direction of high performance and the achievement of organizational targets.

Goal-setting theory

According to _____, employees will be motivated to perform at a high level and attain their work goals to the extent that high performance and goal attainment allow them to obtain outcomes they desire.

B.F. Skinner's operant conditioning theory

When _____ reinforcement is used, people are motivated to perform behaviors because they want to stop receiving or avoid undesired outcomes.

Negative

The _____ plan motivates employees to propose and implement cost-cutting strategies because a percentage of the cost savings achieved during the specified time is distributed to the employees.

Scanlon

One way for managers to curtail the performance of dysfunctional behaviors is to eliminate whatever is reinforcing the behaviors. This process is called _____.

Extinction

When an organization bases employees' pay on the number of units each employee produces, it is using a(n) _____.

Piece-rate plan

___ reinforcement gives people outcomes they desire when they perform organizationally functional behaviors.

Positive

___ is a person's belief about his or her ability to perform a behavior successfully.

Self-efficacy

When John violated the company's code of ethics, he was suspended for eight weeks without pay. This is an example of _____

Punishment

Which of the following theories proposes that motivation results not only from direct experience of rewards and punishments but also from a person's thoughts and beliefs?

Social learning theory