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Management
Q:
Refer to Case 3.1. If Miguel wants to be effective with Regina, he probably needs to
a. be accurate, straightforward, and orderly.
b. present at a fast pace with little detail.
c. stick to the communication style to which he naturally gravitates.
d. show a sincere interest in her and patiently listen to her needs.
Q:
An emotive communication style operating in the excess zone is characterized by the
a. avoidance of decisions and display of emotion.
b. expression of highly emotional opinions and seeming unwillingness to listen to others.
c. determination to come out on top and inability to admit to being wrong.
d. constant seeking of reassurance and attempts to win approval by agreeing with everyone.
Q:
Alicia easily engages with others, emphatically expresses her opinions, and frequently uses gestures and facial expressions when communicating. Alicia's communication style is probably
a. emotive.
b. directive.
c. supportive.
d. reflective.
Q:
When individuals are in Zone 2, they are most likely to
a. display their predominant style with low intensity.
b. display their style with so much intensity they are in danger of overload.
c. show their style with moderate intensity and be fairly easy to identify.
d. be unable to demonstrate flexibility or versatility in style.
Q:
Tien often seeks reassurance, refuses to take strong positions in discussions, and tends to agree with whomever is speaking when she's in group discussions. Tien's behavior is consistent with a(n) ____ style.
a. directive
b. emotive
c. reflective
d. supportive
Q:
Althea is trying to persuade her mother to let her go on a trip with friends. Althea's mother has a supportive style. To style flex, Althea should
a. be straightforward and present her information accurately and systematically.
b. patiently draw out her mother's personal concerns and present her trip information in a quiet and nonthreatening way.
c. get to the point quickly and avoid too much detail.
d. not place any emphasis on the details.
Q:
Refer to Case 3.1. If Regina wanted to style flex to meet Miguel's communication needs, she would need to
a. be accurate, straightforward, and orderly.
b. use time efficiently and provide specific answers to questions.
c. be specific, to the point, and not keep track of the time involved in the meeting.
d. show a sincere interest in Miguel's presentation and ask detailed questions.
Q:
Jeanne easily interacts with others and openly expresses her feelings. In terms of the communication style model Jeanne is most likely to be
a. high in dominance.
b. low in dominance.
c. high in sociability.
d. low in sociability.
Q:
A reflective communication style operating in the excess zone is characterized by the
a. constant seeking of reassurance and attempts to win approval by everyone.
b. avoidance of decisions and achievement of perfection.
c. expression of highly emotional opinions and seeming unwillingness to listen to others.
d. determination to come out on top and the inability to admit to being wrong.
Q:
The zone in which communication style characteristics are displayed with the most intensity is
a. the intensity zone.
b. Zone 1.
c. Zone 2.
d. the excess zone.
Q:
To determine someone's communication style, it is best to examine his or her
a. beliefs.
b. attitude.
c. verbal messages alone.
d. nonverbal and verbal messages.
Q:
Camille Wright Miller, an experienced consultant, says effective leaders often
a. do not communicate with emotion.
b. mirror the style of other people.
c. overcome communication bias with the people they meet.
d. are naturally persuasive.
Q:
Refer to Case 3.1. Based on the terms Miguel uses to describe himself, he is most likely to have a(n) ____ communication style.
a. emotive
b. directive
c. supportive
d. reflective
Q:
The concept of communication style bias supports the theory that "opposites attract."
a. True
b. False
Q:
It is possible to strengthen one's ability in a particular communication style in order to get along better with others.
a. True
b. False
Q:
People make judgments about us and our communication styles based on our innermost thoughts and feelings and on our observable patterns of behavior.
a. True
b. False
Q:
People with directive communication styles are more likely to make good leaders.
a. True
b. False
Q:
Leslie projects a serious attitude, expresses strong opinions, and sometimes projects an air of indifference. Leslie most likely has a directive communication style.
a. True
b. False
Q:
A person is most likely to move into the excess zone when he is feeling secure and confident.
a. True
b. False
Q:
Lester listens intently, avoids the use of power at work, and makes thoughtful, deliberate decisions. He most likely has a directive communication style.
a. True
b. False
Q:
An emotive style is no more or less likely to be versatile than a directive style.
a. True
b. False
Q:
According to Carl Jung, individuals choose their communication style.
a. True
b. False
Q:
In the communication style model, the excess zone is also known as the flexibility zone because people in this zone are able to dramatically change to mirror the style of others they interact with.
a. True
b. False
Q:
On average, people are more likely to have a supportive communication style than a directive communication style.
a. True
b. False
Q:
David is interviewing with Karen and notices that she often gestures when she speaks. In response, David mirrors Karen's tendency and also employs gesturing. Karen is likely to feel mocked by David.
a. True
b. False
Q:
Dominance can be defined as an ability to control or express feelings.
a. True
b. False
Q:
When flexing to a reflective style, one should be specific, brief and to the point, and maintain a fast and decisive pace.
a. True
b. False
Q:
Managers are more effective if they are higher on the dominance continuum than on the sociability continuum.
a. True
b. False
Q:
Personality is based on the thoughts, feelings, and actions that characterize someone, whereas communication style is just one dimension of personality based on observable behaviors.
a. True
b. False
Q:
The best clues for identifying a person's communication style are his/her verbal communication and work choice.
a. True
b. False
Q:
Refer to Case 2.1. The best way for B.F.E. to encourage feedback from the employees is to
a. create a nonthreatening environment.
b. communicate the plan change in a memo.
c. remember that women will be concerned with people issues, men with events and things.
d. make the employees accept responsibility for understanding the communication.
Q:
Refer to Case 2.1. By listening to a representative of the group, Cynthia is
a. squelching grapevine communication.
b. using a formal horizontal channel to communicate.
c. being proactive in trying to build trust.
d. eliminating filters.
Q:
An appropriate use of organizational e-mail would be to:
a. build rapport with a new client or customer quickly.
b. reveal to a coworker that you find her or him very attractive and would like to date.
c. provide the duty roster for the upcoming month to a group of employees.
d. warn others about a coworkers frequent mistakes and recent poor job performance.
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh the negative ones. This group sends a representative to Cynthia to express their concerns. Cynthia is anxious to understand this group's concerns.
Q:
Refer to Case 2.1. As vice president of human resources, Cynthia wants to communicate the changes in benefits to the employees clearly with an opportunity for response. Her best communication tool for this would be
a. the grapevine.
b. the horizontal communication channel.
c. a memo from her department.
d. e-mail with a way for employees to ask questions.
Q:
Mark has arrived at the company picnic and is looking forward to mingling with his colleagues on the relaxing beach shore. He spots his boss near the grill and approaches to chat. In this situation, Mark should chat at a
a. personal distance of 18 inches to 4 feet.
b. personal distance of 4 to 12 feet.
c. social distance of 18 inches to 4 feet.
d. social distance of 4 to 12 feet.
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh the negative ones. This group sends a representative to Cynthia to express their concerns. Cynthia is anxious to understand this group's concerns.
Q:
Refer to Case 2.1. The few dissatisfied employees have filtered the company's message through their
a. role expectations.
b. attitudes.
c. semantic filters.
d. gender bias.
Q:
Refer to Case 2.1. In order to better understand the disgruntled employees' concerns, Cynthia needs to
a. use clear, concise language.
b. use her active listening skills.
c. use horizontal communication.
d. engage in squelching grapevine communication.
Q:
Using an informal e-mail address such as [email protected] is appropriate in the business setting because it seems unintimidating.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh the negative ones. This group sends a representative to Cynthia to express their concerns. Cynthia is anxious to understand this group's concerns.
Q:
Describe three examples of how one's blog may encounter problems due to filters that could occur with this type of communication.
Q:
Describe three skills necessary to being an effective listener. Identify some benefits associated with effective listening.
Q:
An organization's communication process travels within "channels." Describe the two main types of channels of communication and subsequent lines of communication within each type of channel.
Q:
Provide a few examples of nonverbal messages and describe how they affect the communication process.
Q:
Discuss how communication in the business world has changed with social media and mobile devices.
Q:
Briefly describe the formal and informal channels that communication travels within an organization.
Q:
Differentiate between impersonal and interpersonal communication.
Q:
What guidelines should you follow when using e-mail in organizational communication?
Q:
Identify the continuous loop of communication and five filters that interrupt the loops.
Q:
Identify three types of effective listening and give examples of each.
Q:
The ____________________ is an informal communication channel that carries information, often unofficial, in many different directions.
Q:
____________________ helps a communicator determine whether or not the information has been understood in the way they intended.
Q:
____________________ communication is a one-way process that transfers basic information such as instructions, policies, and data.
Q:
During a political speech, Carlos practices ____________________ skills by focusing on the speaker, taking notes, and eventually asking questions.
Q:
Eye contact, facial expressions, gestures, and personal space are all examples of ____________________.
Q:
Tien is a middle-level manager. An employee is complaining about a company policy. Tien is being patient, acknowledging what the employee is saying without being judgmental. Tien is using ____________________.
Q:
The communication process involves a number of filters. When the meaning of the words used in a communication is not clear because of their abstraction and lack of precise meanings, the communication problem is one of ____________________.
Q:
Maria was recently promoted to management and discovers that some of her coworkers don't take her suggestions seriously. Her communication may be filtered by ____________________.
Q:
Jim, Anna, and Hung are three first-line supervisors. They are discussing a resource problem that affects all three of their respective areas of responsibility. Their conversation is an example of ____________________ channels of communication in their company.
Q:
____________________ is the process of encouraging employees to share their feelings and ideas with their managers.
Q:
Joshua got a promotion but the job involves moving to Brazil. He can be more successful if he:
a. talks with Brazilians living in America.
b. learns the language with tapes.
c. increases his cultural intelligence.
d. does a good job there.
Enter the appropriate word(s) to complete the statement.
Q:
Women use conversation as a way to
a. build and maintain relationships.
b. negotiate.
c. exchange information.
d. discover differences and uniqueness.
Q:
Effective communication involves the sender, receiver, message, and
a. feedback.
b. filter.
c. semantics.
d. interpersonal communications.
Q:
Rosa and Andrew are discussing a project over the phone. Rosa, as Andrew's boss, tells him she wants to "hit a home run" with it. Rosa means she wants a winner; Andrew thinks she means that she wants to drop the project and get as far away from it as possible. This misunderstanding is an example of the communication filter of
a. emotions.
b. role expectations.
c. semantics.
d. attitudes.
Q:
Because it saves money and time, facilitates globalization, and accommodates the virtual office, _____ communication has become increasingly prevalent in the business world.
a. digital
b. face-to-face
c. voice mail
d. informal
Q:
Barbara wants to be a more empathic listener. To do that, she needs to
a. practice patience and be nonjudgmental when listening.
b. take notes and ask reflecting questions.
c. listen primarily for facts and avoid semantic confusion.
d. question what is said but demonstrate agreement with it.
Q:
Melinda, human resources director at Exceed, has noticed lately that several employees have been dressing inappropriately on Fridays. Melinda decides to revise the company's casual Friday policy and communicate it to employees by posting it on the company's e-bulletin board. This is an example of
a. horizontal communication
b. grapevine communication
c. interpersonal communication
d. impersonal communication
Q:
When verbal and nonverbal messages match,
a. it is critical to maintain eye contact.
b. it gives the impression that you can be trusted.
c. people can become suspicious of your intentions.
d. the verbal message is dominant.
Q:
Enterprise social networks:
a. include Facebook and LinkedIn.
b. improve collaboration on projects across organizational departments.
c. have a negative impact on job satisfaction.
d. are now in use among about 10% of Fortune 500 companies.
Q:
One of the most effective ways to improve organizational communication is to
a. promote the use of the grapevine.
b. create a nonthreatening climate to encourage upward communication.
c. communicate everything in writing.
d. communicate everything vertically.
Q:
The most communicative element of nonverbal communication is an individual's
a. words.
b. tone.
c. personal space.
d. eye contact.
Q:
Horizontal communication within an organization carries messages
a. among people on the same level of authority.
b. among all employees.
c. between top executive levels and the lowest levels of the organization.
d. only in written form.
Q:
Nancy heard from Molly, a coworker, that Amy was going to become their new supervisor. Molly heard the news from John, a friend from another department. This is an example of which form of organizational communication?
a. Impersonal communication
b. Horizontal communication
c. Network communication
d. The grapevine
Q:
John (VP of finance), Evie (manager of accounting), and Rebecca (a staff accountant) are discussing an upcoming audit. In terms of organizational communication, this is an example of
a. the grapevine.
b. horizontal communication.
c. vertical communication.
d. telecommuting.
Q:
Case 2.1 B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh the negative ones. This group sends a representative to Cynthia to express their concerns. Cynthia is anxious to understand this group's concerns. Refer to Case 2.1. The best way for B.F.E. to encourage feedback from the employees is to a. create a nonthreatening environment. b. communicate the plan change in a memo. c. remember that women will be concerned with people issues, men with events and things. d. make the employees accept responsibility for understanding the communication.
Q:
Critical listening involves a number of important skills, including
a. being patient.
b. analyzing presented information.
c. using words carefully.
d. demonstrating a listening attitude.
Q:
Barry is leaving a voice mail message for a vendor. Which of this statements would not be considered necessary to avoid phone tag?
a. My phone number is [Barrys phone number with area code].
b. I am always at my desk to take calls between 8 and 11:30 a.m. Eastern Time.
c. I am calling to request a change to order #5062; please increase the quantity to 150.
d. Your firm is the only vendor who can supply the item we need in the color we want.
Q:
Rana has been promoted to Director. Many of her colleagues that worked with her when she was an assistant director may encounter challenges in working with her now due to which filter?
a. Emotions
b. Role expectations
c. Nonverbal messages
d. Language and cultural barriers
Q:
Peter, marketing director at Shout, has been using PrintSmart products for years and feels that they have served Shout's marketing needs well. Beth, head of Shout's technology department, has discovered a new brand of products, TopPrint, and explains to Peter that she feels they should switch brands. Peter is having difficulty listening to Beth's perspective because of his favorable experience with PrintSmart. Peter's reaction to Beth is being filtered by
a. emotions.
b. role expectations.
c. gender bias.
d. attitudes.
Q:
Amy informs her employees that they can offer any constructive criticism regarding her leadership style by placing anonymous notes in her mailbox. This is an example of
a. telecommuting.
b. an informal communication channel.
c. a formal communication channel.
d. upward communication.
Q:
William, VP of Operations, is talking via telephone with Javier, GM of the Mexico City plant, about an agreement William thought had been made several weeks ago. English is Javier's second language. What does the language difference represent that can make communication more complex?
a. Feedback
b. Filter
c. Message
d. Channel
Q:
Author Maggie Jackson's thinks that today's distracting high-tech culture has significantly diminished our ability to focus. Its difficult to think when there are/is
a. many disruptions.
b. many small jobs to do at one time.
c. continuous information streaming in.
d. all of the above