CH.9: Communication in the Digital Age

When people communicate, they do which of the following?

They process the information they exchange.

They take part in a process that involves two parties.

They decipher the information they exchange.

Writing a message prior to determining its means of delivery is an example of:

encoding

Fill in the blank question.

The part of the communication process in which the receiver expresses a reaction to the sender's message is

feedback

Which of the following can be a source of noise?

nonverbal communication

a loud environment

handwriting that is hard to read

Media that is more rich results in which of the following outcomes?

information is better communicated

True or false: Feedback can only occur when the original receiver expresses a reaction to the sender's message.

False

A performance-based index of an individual's abilities to effectively use communication behaviors in a given context is communication

competence

When there is physical distance, the misunderstanding of a message occurs because of:

noise

Which of the following can serve as a message foundation?

language

Any message sent or received independent of the written or spoken word is:

nonverbal communication

Which of the following are factors that can affect the richness of a medium?

feedback's speed

the message's channel

the media type

Which of the following describe a highly complex situation?

It lacks clarity; it is difficult to analyze

Which of the following is a benefit of nonverbal communication?

more accurate interpretation of a message

Communication skills that impact communication competence include:

nondefensive communication

nonverbal communication

active listening

True or false: Active listening is a form of nonverbal communication.

False

In oral communication, which of the following are more clearly understood because of nonverbal communication?

emotions, attitudes

What nonverbal message is expressed by having your palms up?

immediacy and openness

What is an effective mechanism to check on communication accuracy?

paraphrasing or restating what someone else has said or written

The process of actively decoding and interpreting verbal messages is

listening

Which of the following are reasons that people do not retain what they hear?

underutilized cognitive processes

noise

Which of the following types of behavior is exhibited when people believe that they are being attacked or threatened?

Defensive

Passive-aggressive

What does the nonverbal communication technique of leaning forward show?

interest

Which of the following are needed for listening to take place?

mindful attention

the processing of information

Why do researchers estimate that typical listeners retain only 20-50 percent of what they hear?

People may not be motivated to make the effort to listen.

Underutilized cognitive processes lead to daydreaming.

People think faster than others speak.

According to Deborah Tannen, linguistic style includes such features as

directness

word choice

jokes

Which of the following actions are needed to be empathetic?

using observations about others' feelings in communications with them

noticing others' emotions

What does the social role theory suggest about the differing linguistic styles of men and women?

Boys and girls are taught to communicate differently.

Male communication styles are more ______, and they often hide their _______

aggressive; emotions

A person's linguistic style is used in which of the following ways?

to decipher the meaning of others' communication

to communicate intended meaning

to assess other people

What aspect of conversational skills and habits do women focus on?

rapport and relationships

Which of the following interpersonal communication differences between men and women are attributed to the Darwinian perspective?

gender differences associated with reproductive strategies

different drives, needs, and conflicts between men and women

inherited biological differences between the sexes

What are some examples of communication styles associated with men?

Men see conversations as negotiations to keep the upper hand.

Men hide their emotions.

A person's characteristic speaking ______ is their linguistic syle

pattern

What are recommended practices for improving communications between sexes and generations?

Use a variety of media based on the circumstances.

Clarify any norms concerning communication.

Give credit to people for their ideas regardless their gender.

To enhance productivity, which tool may be used to collaborate and communicate with colleagues and customers?

Social media

Which of the following result from employee access to social media?

an increase in job satisfaction and work-life balance

a reduction in the amount of time spent retrieving needed information

an increase in employee performance

It is possible to improve communications between the sexes and generations by:

employing a variety of communication media

avoiding assumptions based on sex or age

Social media can contribute to the productivity of companies of all sizes and industries by:

expanding to include outsiders in problem-solving

connecting in real time and over distances with many stakeholders

connecting sources of knowledge across organizations, offices, and time zones

Which of the following are useful tips for managing email?

Do not check e-mails at all hours.

Prioritize 20% of e-mails and defer the other 80%.

Use folders and categories to organize your inbox.

The reasons that banning access to social media at work can damage employee morale and loyalty include:

fairness to those who are expected to be available for work outside of regular hours

alienating younger employees who are used to being "plugged in"

Which of the following concepts have shown that social media contribute to employee productivity?

providing more creativity and collaboration

increasing job satisfaction

improving performance and retention

Which activity refers to the lost productivity resulting from the use of the Internet at work for personal tasks?

Cyberloafing

Although it is essential, if not managed effectively, e-mail can be a huge ______ drain

Productivity

The problem with banning access to social media during work is that it can damage employee _____ and ______

morale; loyalty

Negative or inappropriate information about you on social media can damage your ______ and lead to job loss and social stigma

image

In which ways are stories better than reports for making presentations?

Stories offer personal and sometimes emotional information.

Stories help the presenter connect with the audience.

Problems for employers resulting from social media can be prevented or reduced by developing a policy that:

describes who, how, and when social media can be used

states the consequences for noncompliance of social media usage

describes the purposes for which social media can be used

A useful way of framing a presentation is

to think of it as a journey

Place the steps of the protocol used for TED (Technology, Education, Design) talks in order, with the first step at the top.

Frame your story, Plan your delivery, Develop your stage presence, Plan your multimedia, Put it together

Which of the following should be included in a company's social media policy?

an outline of consequences for violations

appropriate ways to engage others online

guidelines on confidentiality

What is the most important element of developing stage presence?

Eye contact

Which of the following are elements in framing a presentation?

considering what the audience knows

ending the presentation with a solution

explaining why the subject matters

What are some of the best practices for using slides in a presentation?

Provide commentary to the slides rather than reading them aloud.

Make sure the font is large enough to see from the back of the room.

Limit the number of words per slide.

How far in advance should a presentation be prepared?

weeks

Ending a relationship and talking to a coworker who has behaved offensively are examples of

crucial conversations

Why should you use multimedia in a presentation

to convey emotion to the audience

When conducting difficult or crucial conversations, you should show respect by doing which of the following?

not interrupting, steamrolling, or intimidating others

allowing others to share their ideas and feelings

focusing on mutual purpose, such as gains or benefits

What techniques can an individual use to communicate more effectively?

Look for ways the message can be misinterpreted.

Avoid miscommunication due to gender and generational differences.

Remember that all communication is like a presentation.

Managing up includes which of the following?

finding how best to deliver criticism

learning your manager's view of coaching

asking for permission to provide coaching

During coaching conversations, what can employees do to discuss problems with their bosses?

speak to specific behaviors and situations

be sensitive

offer suggestions in a polite manner

How can employees avoid the pitfalls of social media at work?

by avoiding anything that may be seen as rude or embarrassing

by creating social media accounts for personal and professional use

by learning the company's social media policies