Deck 11: Communicating in the Internet Age

Question 1

By definition, communication involves the transfer of information and understanding from one person to another person.

Answer 1

True

Question 2

Successful decoding is more likely if the receiver knows the language and terminology used in the message.

Answer 2

True

Question 3

The most-desired management skill is good communication, followed by a sense of vision, honesty, and ability to build good relationships with employees.

Answer 3

True

Question 4

Decoding is the first step in the basic communication process begins.

Question 5

According to the Lengel-Daft Contingency Model of Media Selection, face-to-face communication ranks highest on the media richness hierarchy.

Question 6

Lean media is most appropriate for conveying routine information such as an email announcement reminding everyone that the office will be closed for the 4th of July holiday.

Question 7

By definition, noise is limited to technical problems such as telephone line static.

Question 8

According to Maureen Chiquet, the Global CEO of Chanel, to lead effectively and achieve real business results as the head of any enterprise you have to listen.

Question 9

Managers rely on words, gestures, or other symbols for encoding.

Question 10

Thanks to modern technology, communication is quicker but more expensive than ever before..

Question 11

Some sort of verbal or nonverbal feedback from the receiver to the sender is required to complete the communication process.

Question 12

North America and Europe are defined as high-context cultures, meaning that the verbal content of a message is more important than the medium.

Question 13

A negative attitude, misperception, and partial hearing loss are all examples of noise in the basic communication process.

Question 14

Although the communication medium is important, it is not part of the basic communication process.

Question 15

According Maureen Chiquet, Global CEO of Chanel, there are no drawbacks to listening to people.

Question 16

The purpose of encoding is to translate internal thought patterns into a language or code that the intended receiver of the message will probably understand.

Question 17

According to an international study, there is a strong correlation between effective communication and high levels of employee engagement.

Question 18

Radio Shack demonstrated a good media match when they sent 400 workers emails notifying them that were being laid off.

Question 19

Feedback is one of the essential links in the basic communication process.

Question 20

Sending an idea from one person to another in a way that will be understood by the receiver is the purpose of the chainlike communication process.

Question 21

Cross-cultural training alerts employees bound for foreign assignments to monitor their nonverbal gestures carefully.

Question 22

According to Clampitt's Communication Strategy Continuum, there are five basic communication strategies: spray and pray, tell and sell, underscore and explore, identify and justify, and restate and explain.

Question 23

According to Clampitt's Communication Strategy Continuum, in the withhold and uphold communication strategy, managers tell what they think people need to know only when they believe people need to know it.

Question 24

According to Clampitt's Communication Strategy Continuum, in the underscore and explore communication strategy, employee concerns about prior communications are the central focus.

Question 25

E-mails, Blogs, Twitter, Facebook and other social networking sites are all part of the e-grapevine.

Question 26

Another name for the organization's informal and unofficial communication system is the "cyber connection."

Question 27

Peering over the tops of eyeglasses sends the message that "I am superior to you."

Question 28

In recent years, upward communication has dropped in importance.

Question 29

The grapevine can carry useful information through an organization with amazing speed and actually help managers learn how employees feel about policies and programs.

Question 30

Facial expressions, posture, and vocal intonations are all elements of nonverbal communication..

Question 31

The familiar "thumbs-up" sign sends the same message in all cultures of the world: "good work."

Question 32

Most of the impact of our face-to-face communication comes from body language.

Question 33

Clinton Kelly, co-host of The Learning Channel's What Not to Wear, suggests that employees follow the dress for success model and dress like Lady Gaga to get noticed.

Question 34

Positive nonverbal feedback to and from managers is a basic building block of good interpersonal relations.

Question 35

Managers who employ the tell and sell communication strategy apply the "more is better" strategy.

Question 36

Experts estimate that about 75 percent of grapevine communication is accurate and a recent study revealed that there is more positive gossip than negative gossip in the workplace.

Question 37

The Internet and technology have allowed the grapevine to become more fruitful than ever before with a much faster, broader reach than the old water cooler conversations of the past.

Question 38

According to Training magazine's editor-in-chief, managers should make every effort to shut down the grapevine in order to maintain productivity and morale.

Question 39

The withhold and uphold communication strategy should be used as much as possible.

Question 40

Approximately 20 percent of grapevine communication is accurate.

Question 41

The digital revolution is leading tech savvy companies like global real estate CB Richard Ellis (CBRE) to provide virtual desktops that allow employees to access business applications from any device anywhere.

Question 42

Exit interviews can provide honest and valuable feedback as a form of upward communication.

Question 43

A limited open-door policy, such as afternoons only, can help managers minimize interruptions yet still receive valuable input from employees.

Question 44

With an open-door policy, employees are free to leave work whenever they choose.

Question 45

Workplace e-mail systems can be used by employees to improve the speed and accuracy of information shared without the need for policies or management oversight.

Question 46

Telecommuting has evolved into teleworking thanks to mobile Internet technology allowing people to work from almost anywhere.

Question 47

Unionized organizations are not the only organizations with formal grievance programs.

Question 48

Information overload is a problem for many managers today but not for those working at Home Depot. Home Depot addressed the information overload problem by reducing the number of reports and messages sent to managers from as many as 200 emails per day down to just one a day.

Question 49

At the Lodge at Vail in Colorado, management uses the Wofgang's Lunch Gang program to show employees they are valued. Through this program every employee gets a chance to have lunch with the hotel manager to share their ideas.

Question 50

According to an American Management Association study, two-thirds of employers surveyed said they monitored their employees' Internet and e-mail use.

Question 51

Because of the growing use of cell phones, managers need to be particularly sensitive to the risk of inadvertently broadcasting proprietary company information.

Question 52

Nokia's Blog-Hub provides employees with a place to voice their opinions and complaints anonymously using social media.

Question 53

Tips for videoconference participants include: test the system in advance, dress for the occasion, and avoid slang or jargon.

Question 54

The computerized workplace has had a surprisingly small impact on organizational communication.

Question 55

A study of U.S. government employees found a positive correlation between suggestions and productivity.

Question 56

Social networking activity by employees on the job is commonplace, controversial and poorly controlled suggesting that companies should develop policy guidelines for using social networking sites at work.

Question 57

Cisco Systems and TNT are two companies that have saved more than a half a million dollars each in travel expenses by switching to videoconferencing.

Question 58

Oil services contractor Halliburton uses information from exit interviews to reprimand negligent and ineffective managers.

Question 59

Surveys with no feedback or follow-up action tend to alienate employees, who feel they are just wasting their time.

Question 60

Surveys of employees' attitudes and opinions are a form of upward communication..

Question 61

A potential problem with telecommuting is the fear of being overlooked at promotion time.

Question 62

In a 2010 survey of more than 1,000 people 49 percent felt that most company meetings are a waste of time.

Question 63

Essentially, communication is what type of process?

A) Personal
B) Mysterious
C) Technical
D) Social
E) Bureaucratic

Question 64

Caterpillar's publications editor offered four helpful reminders for effective writing. These include: keeping words simple, write concisely, be specific, and focus on content not composition.

Question 65

Tips for effective listening include: paraphrasing what has been said.

Question 66

When listening to someone, it is impolite to show emotion.

Question 67

To become a more effective listener, a person should not tolerate silence, instead, keep the conversation going with dialogue.

Question 68

Three communication skills that are particularly important in today's environment are listening, writing, and running meetings.

Question 69

According to a recent study, an estimated 51 percent of employees in the U.S. telework.

Question 70

Which of the following is a False statement regarding communication?

A) Thanks to modern technology, we can communicate more quickly and less expensively.
B) Complaints of information overload are common today.
C) Virtually every management function and activity can be considered communication in one way or another.
D) Organizational cultures would not exist without communication.
E) According to research, more communication means better quality and higher productivity.

Question 71

Good writing is clearly part of the encoding step in the basic communication process.

Question 72

In meetings, an agenda should be sent out at the end of the session.

Question 73

Managers typically get a lot of training and are therefore, highly effective listeners.

Question 74

The best advice Maureen Chiquet, Global CEO of Chanel, ever received was from Mickey Drexler, CEO of J. Crew. Drexler told Chiquet that she was a terrific merchant but she needed to learn to ____________.

A) understand profit margins
B) listen
C) speak out
D) stop asking questions
E) manage inventory

Question 75

Communication involves the interpersonal transfer of ____ and ____.

A) authority; responsibility
B) sender; receiver
C) social; political activities
D) encoding; decoding
E) information; understanding

Question 76

According to a survey of 133 executives, __________ is the most highly-valued management skill.

A) communication
B) vision
C) honesty
D) decision-making ability
E) relationship building

Question 77

In today's team-oriented organizations, communication skills are more important than ever because of

A) growing disrespect for management.
B) managing without direct authority.
C) tougher union rules.
D) taller hierarchies.
E) more layers of middle managers.

Question 78

Maureen Chiquet, CEO of Chanel uses effective communication to _________________.

A) implement the traditional Chanel model of one-way communication
B) get everyone at Chanel on the same page
C) direct people down the chain of command
D) control the media relations process
E) eliminate two-way digital communication

Question 79

Because they tend to distract those attending a meeting from the core message, visual aids should be avoided.

Question 80

____ is the transfer of information and understanding from one person to another.

A) Grapevine
B) Semantics
C) Communication
D) Noise
E) Media richness