Deck 18: Communication and Collaboration

Question 1

Controlling relies on organizing to process information to measure performance results.

Answer 1

False

Question 2

Effective communication is the same as efficient communication.

Answer 2

False

Question 3

Credibility refers to trust, respect, and integrity in the eyes of others.

Answer 3

True

Question 4

Effective communication occurs when the sender's intended message and the receiver's interpreted meaning of that message are identical.

Question 5

Anything that interferes with the effectiveness of the communication process is noise.

Question 6

Spoken channels work best for messages that are complex and difficult to convey.

Question 7

Whereas social capital is basically what you know, intellectual capital comes from the people you know and how well you relate to them.

Question 8

Channel richness is the capacity of a communication channel to carry information in an effective manner.

Question 9

Building credibility through expertise requires only having a good working relationship with the person to be persuaded.

Question 10

When present, feedback reverses the communication process and conveys the receiver's response to the sender.

Question 11

Building credibility through relationships requires only knowledge about the issue in question and/or a successful prior track record at dealing with similar issues.

Question 12

The medium through which a message is conveyed from sender to receiver is called a communication channel.

Question 13

An effective communication is always efficient.

Question 14

Efficient communication must occur at minimum cost in terms of resources expended in the communication process.

Question 15

In the communication process, the messenger is the person who is responsible for encoding an intended message into meaningful verbal and non-verbal symbols.

Question 16

To build credibility through expertise, you must be knowledgeable about the issue in question or have a successful track record in dealing with similar issues in the past.

Question 17

Planning is accomplished and plans are shared through the communication of information.

Question 18

Effective communication occurs when minimal time is spent in the communication process.

Question 19

Due to information filtering, the higher levels get biased and inaccurate information from below and end up making bad decisions.

Question 20

In a communication channel, high channel richness is impersonal, one-way, and fast.

Question 21

A mixed message occurs when a person's words communicate one message while his/her actions, body language, appearance, or situational use of interpersonal space communicate something to someone else.

Question 22

Physical distractions seldom interfere with the effectiveness of communication.

Question 23

Managers need to understand the limits of a channel and choose wisely in communicating various types of messages.

Question 24

The effect of status on communication is seldom serious because it results from managers having to listen too much to employees.

Question 25

Emails can be used as documentation for conveying directives.

Question 26

Ethnocentrism refers to favouritism shown to relatives or close friends by those in power (as by giving them jobs).

Question 27

Today's technology eliminates the problem of workplace distractions in the workplace as it is designed to maximize employees' ability to multi-task.

Question 28

Becoming effective in written and oral communications requires skill, takes practice and hard work, and is essential for managers.

Question 29

Technology makes generational differences in communication methods irrelevant in today's workplace.

Question 30

Physical distractions create information overload but their impact can be minimized by setting priorities and planning.

Question 31

Non-verbal communication can be transmitted without the sender knowing or desiring it, or it can be used intentionally to enhance oral communication.

Question 32

A mixed message occurs when a person uses both written and oral communication channels at the same time.

Question 33

In order to prevent confusion and mismanagement, the communication and management culture predominant in the nation of the Corporate Head Office must be the one that prevails everywhere the corporation does business.

Question 34

A visitor dropping in during the middle of a meeting is an example of a distraction that can interfere with the effectiveness of communication.

Question 35

Non-verbal communication takes place through such things as hand movements, body posture, eye contact, and the use of interpersonal space.

Question 36

The effect of status on communication often causes subordinates to place a positive bias on their communication with higher-level managers.

Question 37

Filtering is the intentional distortion of information to make it appear favourable to the recipient.

Question 38

Guidelines for making a successful oral presentation include setting the right tone, supporting the points made in the presentation, using good visual aids, and checking the technology to be used.

Question 39

Non-verbal communication seldom interferes with the effectiveness of verbal communication in a cross-cultural sense, as it's easy to hire good language interpreters.

Question 40

Guidelines for making a successful oral presentation include being audience centred and making eye contact, being on time, knowing what you want to say, and accenting the presentation.

Question 41

A lack of communication transparency is evident when managers try to hide information and restrict access to it by organizational members.

Question 42

Feedback is useful and constructive as long as it satisfies some personal need of the sender.

Question 43

To promote communication transparency, all information in a company should be available to all employees in that company.

Question 44

An active listener must never paraphrase and restate to the source what he thinks he is hearing.

Question 45

An active listener tries to identify how the source feels about the content of the message.

Question 46

An active listener is sensitive to non-verbal and verbal messages, and is alert for mixed messages.

Question 47

Active listening entails listening for message content, listening for feelings, responding to feelings, noting all cues, and paraphrasing and restating.

Question 48

Constructive feedback should be based on trust, specific rather than general, given at an appropriate time, something the receiver can act on, and given in small doses.

Question 49

Communication barriers can be overcome, perceptual distortions can be minimized, and the communication process can be improved by engaging in active listening, providing constructive feedback, opening communication channels, and using space and technology.

Question 50

The electronic grapevine can be functional when the information is accurate and useful; it can be dysfunctional when the information is false, distorted, or simply based on rumour.

Question 51

The best advice regarding email privacy at work is to find out the employer's policy on personal email and follow it, and not to assume that you have email privacy at work.

Question 52

Constructive feedback may only be given directly and with real feeling, based on trust between you and the receiver.

Question 53

The physical layout of an office or room is a form of non-verbal communication.

Question 54

Feedback is often effective when used with a threatening edge that demonstrates who is in charge.

Question 55

Passive listening involves being sincere and trying to find out the full meaning of what is being said.

Question 56

The distance between people conveys varying intentions in terms of intimacy, openness, and status in interpersonal communications.

Question 57

When poorly done, feedback can be threatening to the recipient and cause resentment.

Question 58

Communication in contemporary organizations relies on the use of information technology such as email, voice mail, instant messaging, teleconferencing, online discussions, videoconferencing, computer-mediated meetings, intranets, and Web portals.

Question 59

Constructive feedback should be given at a time when you are most ready and able to have an impact on the receiver.

Question 60

An active listener never lets the source know that her or his feelings are being recognized.

Question 61

Unless a conflict is fully resolved, it may remain latent only to emerge again in the future.

Question 62

Office cubicles are the best way to facilitate employee empowerment as each employee "owns" their own space.

Question 63

Organizational ecology utilizes office or workspace architecture to help facilitate intense communication.

Question 64

Substantive conflicts result from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes and relationship problems.

Question 65

Dysfunctional conflict can bring new ideas into the workplace and improve task performance.

Question 66

Too little conflict promotes complacency.

Question 67

As a cause of conflict, competing objectives involve individuals or groups being dependent on what others do in order to perform well themselves.

Question 68

Office cubicles promote small-team interactions and facilitate the trend toward fewer meetings.

Question 69

As a cause of conflict, role ambiguities involve unclear job expectations and other task uncertainties that increase the likelihood of people working at cross-purposes.

Question 70

As a cause of conflict, structural differentiation involves poorly set objectives or poorly designed reward systems.

Question 71

Antecedent conditions that give rise to conflict include role ambiguities, resource scarcities, task interdependencies, competing objectives, structural differentiation, and unresolved prior conflicts.

Question 72

Conflict is a disagreement between two or more people on substantive or emotional issues.

Question 73

Emma's workplace is based on a matrix organizational structure and she reports to two bosses. The primary conflicts in her work situation are substantive conflicts.

Question 74

Conflict that occurs because of disagreements over things such as goals, the allocation of resources, the distribution of rewards, policies and procedures, or job assignments is referred to as emotional conflict.

Question 75

Functional or constructive conflict occurs when conflict is medium.

Question 76

The type of conflict that stimulates employees to work toward greater effort, cooperation, and creativity is functional conflict.

Question 77

People tend to respond to interpersonal conflict only through assertive behaviour.

Question 78

Proxemetrics refers to the use of space to communicate varying intentions in terms of intimacy, openness, and status.

Question 79

The amount of interpersonal distance between people suggests varying intentions in terms of intimacy, but not openness or status.

Question 80

When employees have feelings of anger, distrust, dislike, fear, and resentment toward others, emotional conflict is the likely cause.