Question 1

Washington Mutual does not have cash drawers for customers who walk in to use the bank's teller towers.

Accepted Answer

Washington Mutual, before its collapse, was known for its innovative branch design which often did not include traditional teller lines or cash drawers, focusing instead on more modern and customer-friendly approaches.

Question 2

Washington Mutual has modeled their communication system after Citigroup in efforts to maximize customer service.

Accepted Answer

Washington Mutual's communication system and customer service strategies were developed independently and not specifically modeled after Citigroup. Each company has its own unique approach to customer service and communication.

Question 3

One of the major requirements of the receiver is the ability to speak well.

Accepted Answer

The major requirement of a receiver in communication is the ability to listen or understand well, not necessarily to speak well.

Question 4

Proxemics refers to the use of facial expressions, body movement, gestures, and physical contact to convey meanings.

Accepted Answer

Proxemics refers to the study of how space and distance influence communication, not the use of facial expressions, body movement, gestures, and physical contact.

Question 5

In Japan, strict rules of etiquette guide the use of space. In elevators, the senior person stands in the front of the doors near the buttons.

Accepted Answer

In Japan, the person standing closest to the elevator buttons, typically at the front, is expected to take on the role of operating the elevator for others, regardless of their seniority. This includes pressing buttons for different floors as requested and holding the doors open. The practice is more about politeness and efficiency rather than seniority.

Question 6

People usually prefer written messages as opposed to spoken ones.

Accepted Answer

Preferences for written or spoken messages vary widely among individuals and depend on the context, purpose, and personal comfort with each communication mode.

Question 7

One of the first steps in communicating more successfully is to identify hurdles to the process.

Accepted Answer

Identifying hurdles to communication is essential for improving the process, as it allows individuals to address and overcome obstacles that may impede successful interaction.

Question 8

Status relationships among members is an organizational hurdle, rather than an individual hurdle to be overcome.

Accepted Answer

Status relationships among members are considered an organizational hurdle because they are embedded within the structure and culture of the organization, affecting group dynamics and interactions on a systemic level, rather than being solely an individual's challenge to overcome.

Question 9

Trying to communicate with a person by using e-mail is more difficult than doing so face to face.

Accepted Answer

E-mail communication lacks non-verbal cues such as facial expressions, body language, and tone of voice, which can lead to misunderstandings and make it more difficult than face-to-face communication.

Question 10

The most effective communication is in what you say, not in what you do.

Accepted Answer

Effective communication often relies more on non-verbal cues, such as body language, tone of voice, and actions, than on the words themselves. What you do can significantly impact the message received by others, sometimes more than the words you say.

Question 11

Workers who search for a new job while at work are involved with a privacy issue.

Accepted Answer

Searching for a new job while at work is primarily an issue of professional ethics and company policy, rather than privacy.

Question 12

The Computer Ethics Institute in Washington, D.C. enforces laws relating to ethical conduct.

Accepted Answer

The Computer Ethics Institute is a nonprofit organization that develops and promotes ethical principles in the use of computers but does not have the authority to enforce laws.

Question 13

The self-management competency includes the application of clear personal standards of integrity and ethical conduct.

Accepted Answer

Self-management competency involves managing oneself in a responsible and accountable manner, which includes adhering to personal standards of integrity and ethical conduct.

Question 14

The majority of computer science graduates have had at least one course in computer ethics by the time they graduate.

Accepted Answer

The answer of The majority of computer science graduates have...

Question 15

One of the reasons that computer ethics is difficult to understand is that it is a new application of older ethical concepts.

Accepted Answer

The answer of One of the reasons that computer ethics...

Question 16

Washington Mutual's strategy in offering "free checking" has resulted in __________.

Accepted Answer

Washington Mutual's "free checking" strategy led to substantial profits from covering checks with insufficient funds, attracted over 3.5 million new customers since 1996, and resulted in average customer activity of more than $23,000, making all the provided options correct.

Question 17

"Teller towers"are used at Washington Mutual to communicate __________.

Accepted Answer

The answer of "Teller towers"are used at Washington Mutual to...

Question 18

Brock Kinney is a manager of a large manufacturing plant and is discussing the concept of communication with his sales force. An important factor that should not be left out of the discussion is that ___________.

Accepted Answer

Effective communication is crucial for managers to accomplish their goals, as it ensures that information is clearly understood and acted upon by all parties involved. Without effective communication, misunderstandings can occur, leading to inefficiencies and errors in the execution of tasks.

Question 19

Ravi Tandon is a manager with Southwestern Bell Communications (SBC). Due to the large number of employees that he supervises, Tandon sends many written messages. He should follow each of the following guidelines except:

Accepted Answer

Making a message as detailed as possible and elaborating extensively can sometimes be counterproductive, especially in a business setting where clarity and brevity are often valued to ensure messages are understood quickly and accurately. Options A, B, and D are generally recommended practices for effective communication.

Question 20

__________ richness is the information carrying capacity of the channel in the communication process.

Accepted Answer

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

Quiz 16: Organizational Communication