Final Exam - Chapter 10

Question 1

Communication

Answer 1

process by which information is exchanged between a sender and a receiver

Question 2

Effective communication

Answer 2

occurs when the right people receive the right information in a timely manner

Question 3

Chain of command

Answer 3

Lines of authority and formal reporting relationships

Question 4

Deficiencies in the Chain of Command

Answer 4

Informal communication
Slowness
Filtering

Question 5

Filtering

Answer 5

tendency for a message to be watered down or stopped altogether at some point during transmission

Question 6

Voice

Answer 6

Constructive expression of disagreement or concern about work unit or organizational practices

Question 7

Mum effect

Answer 7

Tendency to avoid communicating unfavourable news to others

Question 8

Silence

Answer 8

Withholding relevant information

Question 9

Grapevine

Answer 9

An organization’s informal communication network

Question 10

Rumour

Answer 10

an unverified belief that is in general circulation

Question 11

Verbal language of work

Answer 11

Jargon: Specialized language used by employees
Humour

Question 12

Non-verbal language of work

Answer 12

the transmission of messages by some medium other than speech or writing
(Body language
Props, artifacts & Arrangements
Office decor
Clothing)

Question 13

Body language

Answer 13

non-verbal communication that occurs by means of the sender’s bodily motions and facial expressions or the sender’s physical location in relation to the receiver

Question 14

Gender differences in communication

Answer 14

Getting credit
Confidence and boasting
Asking questions
Apologies
Feedback
Compliments
Ritual opposition
Managing up and down
Indirectness

Question 15

Non-verbal communication across cultures

Answer 15

Facial expressions
Gestures
Gaze
Touch

Question 16

Cultural context

Answer 16

the cultural information that surrounds a communication episode

Question 17

information richness

Answer 17

the potential information-carrying capacity of a communication medium

Question 18

Computer-mediated-communication (CMC)

Answer 18

Forms of communication that rely on digital technology to facilitate information exchange

Question 19

Basic principles of effective communication

Answer 19

Take the time
Be accepting of the other person
Do not confuse person with the problem
Say what you feel
Listen actively
Give timely and specific feedback

Question 20

Active listening

Answer 20

A technique for improving the accuracy of information reception by paying close attention to the sender

Question 21

When in Rome..(principles for cross-cultural encounter)

Answer 21

Assume differences until known otherwise
Recognize differences within cultures
Watch your language (and theirs)

Question 22

Organizational approaches to improving communication

Answer 22

Employer Branding
Provision of Explanations
360-Degree Feedback
Employee Surveys and Survey Feedback
Suggestion systems
Hotlines and Webcasts

Question 23

Employer Branding

Answer 23

to promote a clear and consistent image of the positive and distinctive features of an organization as an employer.

Question 24

360-Degree Feedback

Answer 24

Performance appraisal that uses the input of supervisors, employees, peers, and clients or customers of the appraised individual

Question 25

Employee survey

Answer 25

An anonymous questionnaire that enables employees to state their candid opinions and attitudes about and organization and its practices

Question 26

Suggestion Systems

Answer 26

designed to enhance upward communication by soliciting ideas for improvements from employees