CH 16 MO

A(n) _______ is a companywide system that allows managers to send and receive verbal electronic messages over telephone lines even when they are hundreds of miles away from the office.

voice mail system

_______ is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them.

Perception

When selecting a medium for communication, a face-to-face approach

requires more time than other media.

_______ is the process by which a message is interpreted by the receiver.

Decoding

The CEO dressed professionally and appeared serious and authoritative during the work day. These characteristics reflect _______ communication.

nonverbal

In the communication process, decoding is the process of

translating a coded message back to its original form.

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

richness

Melvin is updating the factory's production process to incorporate streamlined technologies and will be providing training to workers on how to expand their skills and operate the new equipment. Melvin is using communication to

increase organization efficiency.

Ashton is preparing to announce changes in policies and procedures, and he wants to make sure there will be some kind of written documentation that a message was sent and received. The need for an electronic trail will affect Ashton's choice of

communication medium.

Gale and Brenda were discussing a product issue in a conference room; however, Brenda was finding it difficult to concentrate on the conversation as the room was excessively cold. This demonstrates the impact of _______ on the communication process.

noise

_______ refers to a person's typical way of speaking.

Linguistic style

_______ exhibits the highest degree of information richness.

Face-to-face communication

Dana is translating a message into symbols or language. Dana is the _______ and the translation process is called

sender; encoding.

Dylan's colleague said that he heard from another colleague in the department that their manager was being promoted. This is an example of _______ communication.

grapevine

Wayne is a telecommuter, which means that he is

employed by an organization but works from home.

A(n) _______ is the pathway along which information flows throughout an organization.

communication network

During a team meeting, Bart proposes a solution to an issue. Member A is quick to share that, based on personal experience, the idea has some important shortcomings, while Member B acknowledges feasible aspects of the idea and encourages Bart to share his idea further. What can be said in general about this communication scenario?

Member A is most likely a man and Member B is most likely a woman.

A(n) _______ is the pathway through which an encoded message is transmitted to a receiver.

medium

Verbal communication involves encoding messages by means of

spoken language.

The _______ is a companywide system of computer networks that enables information sharing within a company.

intranet

Self-managed teams within an organization typically have a(n) _______ communication network.

all-channel

The _______ is the information that a sender wants to share during the transmission phase of the communication process.

message

______ refers to sharing information and reaching a common understanding between two or more individuals or groups

Communication

A manager who just focuses on ______ is not practicing any of the four goals of good communication.

increased profits

The communication process consists of two phases. (Choose all that apply.)

transmission

feedback

Through what process do people select, organize, and interpret sensory input so that it gives meaning and order to their world?

Perception

If ______ are effective communicators, the organization is much more likely to gain a competitive advantage.

Multiple choice question.

both managers and employees

Information sharing among more than two individuals and groups must result in a common understanding for to take place.

communication

True or false: When communicating, the choice of communication medium is unimportant; the message is the focus.

False

Managers can ______ by updating the production process to take advantage of new technology and to expand their skills.

increase efficiency

The communication medium that is highest in information richness is ______ communication.

face-to-face

Transmission and feedback are the two phases in the ______ process.

communication

Conversations and information conveyed over the phone is the ______ highest in information richness.

second

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

True or false: Personally addressed written communication is more information rich than electronically transmitted verbal communication.

False

In certain situations, poor communication could potentially: (Choose all that apply.)

be downright dangerous.

lead to death.

In trying to decide the method in which to communicate that he is moving to another department, Griffin was trying to choose between a team meeting, an email message, a phone conference, or a thank you lunch for the five years he and his team had worked together. What decision did Griffin need to decide?

The best medium for making his announcement

What best describes the communication medium lowest in information richness?

Impersonal written communication

Which of the following types of communication is highest in information richness?

Face-to-face communication

What type of network is characterized as a pathway along which both official and unofficial information flows in groups and teams and throughout the organization?

Communication

The communication medium that is the second highest level of ______ is spoken communication transmitted over phone lines and/or via teleconference equipment.

information richness

What type of communication networks are often found in command groups with pooled task interdependence, meaning that in the group, there is one central figure from whom information flows to and from?

Wheel

Which of the following are higher in information richness than personally addressed written communication? (Choose all that apply.)

Face-to-face communication

Electronically transmitted spoken communication

In a communication network called a(n) network, information flows to and from one central member of the group.

Wheel

True or false: An organizational chart is a good summary of an organization's communication network.

False

Impersonal written communication, such as a form letter acknowledging receipt of a resume, is the communication medium with the ______.

lowest information richness

A professional association of individuals with work-related ties who are from outside the employing organization is called a(n) network.

external

In a communication network, how does information flow throughout an organization?

The information flows along pathways.

Contractors hire subcontractors, with all of the subcontractors reporting to the contractors. What type of networks are these?

Wheel

True or false: When customers visit a company's home page, they get information about the goods and services offered, why they should want to purchase them, how to purchase them, and where to purchase them.

True

It was the midst of a cold spell and pipes were bursting at a record pace. Anthony, of Anthony's Heating and Plumbing, was sending out his crews, tracking their progress, and trying to keep things moving. Everyone was reporting back to him as they finished their jobs. What kind of network was Anthony using?

Wheel

What is the Internet?

A global system of computer networks

An organization chart is not a good vehicle for portraying an organization's communication network because it does not account for communication regarding issues.

informal

A(n) is an internal, company-wide system of computer networks.

intranet

Dr. Addie Salmon had been a researcher at the hospital for several years when her supervisor suggested that she try to publish her research. She reached out to her ______ from conferences, meetings, and residencies she had held to find out if anyone had contacts at any of the leading research journals.

external network

What kind of software is groupware that aims to promote highly interdependent interactions among team members and provide the team with an electronic meeting site for communication?

Collaboration

True or false: Communication suffers when messages are incomplete, unclear, difficult to understand, sent over an inappropriate medium, or when no provision for feedback is made.

True

Which of the following are advances that are having major impacts on managerial communication? (Check all that apply.)

Collaboration software

Intranets

The Internet

What is the global system of computer networks used by organizations and individuals throughout the world?

The Internet

True or false: Organizational effectiveness depends on the ability of managers, but not organizational members, to send messages to people both inside and outside the organization.

False

Crumpet Industries created a company-wide computer network that allowed everyone in the company to have access to the same proprietary information, and have access to their benefits their information, vendor forms, company policies, and the like. Crumpet Industries was using their ______.

organization's Intranet

Which of the following is not a communication skill for managers as senders of messages?

Ensure that a transmission mechanism is built into the message.

Identify the true statements about collaboration software.

-Provides an electronic meeting site.

-Provides and online work site to post share and save data.

-Promotes highly interdependent interactions.

Communication is hindered when the following characteristics of messages exist. (Choose all that apply.)

- The message is difficult to understand.

- The message is sent over an inappropriate medium

- The message is unclear.

- The message is incomplete.

Messages are clear when they are easy for the receiver to ______.

interpret

When managers encode messages they should use ______ that the receiver understands. (Choose all that apply.)

language

symbols

Organizational effectiveness depends on the ability of managers and organizational members to be able to communicate ____ the organization.

inside and outside

or slang should never be used when communicating with someone outside the organization, occupation, or group where this specialized terminology is understood.

Jargon

Which of the following are communication skills for managers as senders of messages? (Choose all that apply.)

-Send messages that are clear and complete.

-Avoid filtering and information distortion.

-Select a medium that is appropriate.

Simone has been tasked with delivering some sad news about a fellow employee. She is concerned about choosing the right ______ for the message.

medium

Simply selecting the communication medium with which one is most comfortable can lead to ______ communication. Managers need to adapt the medium to reflect elements such as the level of information richness required, any time constraints, and the possible need for a paper or electronic trail.

ineffective

Which of the following are true of clear and complete messages? (Check all that apply.)

They are easy for the receiver to understand.

They are easy for the receiver to interpret.

Managers need to appreciate that when they encode messages, they need to use the symbols or ______ that the receiver understands.

language

Employees may filter information they are sending to their managers when it could potentially ______.

make the employees look bad

True or false: Jargon should be used when communicating with people outside the organization, occupation, or group with which the jargon is associated to demonstrate skill competency.

False

When an employee withholds part of a message from a manager because of the mistaken belief that the manager does not need all of the details, this is ______ of information

filtering

When choosing a communication medium, managers must take ______ into account. (Check all that apply.)

- The level of information richness required

- Time constraints

- The need for a paper or electronic trail

When Shoestring, a money management software program, launched its latest version, it announced that a portion of its proceeds was going toward building low-income housing in neighborhoods where gentrification was pushing families out. The reported amount of the donation grew with each telling: first it was reported as 2%, then 5%, then 7%. Reports of the amount of the donation grew to as high as 15%.. This is an example of ______.

information distortion

True or false: To increase communication effectiveness, managers must choose the communication medium with which they are most comfortable.

False

Information that is spread about people or a possible occurrence of interest to organizational members but with no identifiable source are

rumours

Withholding part of a message because of the mistaken belief that the receiver does not need all of the information is called ______.

filtering

Which of the following is not a skill necessary for managers to possess in order to be effective receivers of messages?

Be informative

Withholding part of a message because of the mistaken belief that the receiver does not need or will not want the information is

Filtering

Which of the following are elements of linguistic style? (Choose all that apply.)

Use of jokes

Use of pauses

Volume

Tone of voice

When a message's meaning changes as the message passes through a series of senders and receivers, this is referred to as ______.

information distortion

Eli was pegged for the manager of the year award. His sales were through the roof and his staff retention was at 95%. The ______ were all over the company. So when the award ceremony took place and the manager's award went to Candy Pops, disappointment registered on Eli's face.

rumors

Which of the following are true of clear and complete messages?

They are easy for the receiver to understand.

They are easy for the receiver to interpret.

Which of the following are necessary for managers to possess in order to be effective receivers of messages? (Choose all that apply.)

Be empathetic

Be a good listener

Pay attention

Tone of voice, choice of words, use of questions, and manners of speech are all characteristics of ______.

linguistic style

The process by which a message translated into symbols is interpreted to obtain the original message back is called _____

Decoding

In the _____ phase, a common understanding is ensured.

Feedback

Gary wishes to share some information with his offshore team members in London. In the communication process, Gary is the _____.

Sender

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

Message

In the communication process, encoding is the process of:

Translating a message into symbols

In the communication process, decoding is the process of:

Translating a coded message back to its original form

In the communication process, the feedback phase is initiated by the _____

Receiver

____ is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them.

Perception

Verbal communication involves encoding messages by means of _____.

Spoken language

_____ is the encoding of messages into written words

Verbal communication

The sharing of information by means of facial expressions and body language is known as _____.

Nonverbal communication