Deck 11: Strategic Organizational Communication

Question 1

One common reason that organizations do not have internal communication programs is that management assumes communication just happens.

Answer 1

True

Question 2

Another common reason that organizations do not have internal communication programs is that management that because its members are aware of some piece of information, everyone else is, too.

Answer 2

True

Question 3

A critical incident analysis involves asking staff to describe, through an interview or questionnaire, specific effective and ineffective experiences with communications.

Answer 3

True

Question 4

The most common communication audit method involves the use of surveys or questionnaires to gather data from employees.

Question 5

Formal communications audits should be conducted about every five years.

Question 6

Two common methods to develop an internal communication plan are to do so by flow or media.

Question 7

One method to improve communication across departments in an organization is to develop the concept of the "internal customer". Internal customers are those within the organization who depend upon each other's work as input to their job or task.

Question 8

A need is the learned state that affects behavior by moving an individual toward a perceived goal.

Question 9

According to a study conducted by W. Charles Redding, the best supervisors tend to be sensitive to the feelings of others.

Question 10

Herzberg's (1966) motivator-hygiene theory found that satisfaction and dissatisfaction are not opposite conditions.

Question 11

______________communication is management's efforts to provide information to and exert influence with the organizational membership.

A) Internal strategic
B) Public
C) Advocacy
D) External strategic

Question 12

The costs to an organization from poor employee communication include all of the following, EXCEPT:

A) Dissatisfied customers from poor customer service
B) Higher product defect rates
C) Stifled innovation
D) Increased governmental regulation

Question 13

Aspects of successful internal communication programs include all of the following, EXCEPT:

A) Management is supportive.
B) Professional communication staff is close to the issues and included in strategic planning.
C) Government regulators are included in the process.
D) Communication reinforces strategic objectives to all employees.

Question 14

Methods for improving interdepartmental communication include all of the following, EXCEPT:

A) Job switching
B) Office redesign
C) Organizational restructuring
D) Firing vocal employees

Question 15

A ________is the state of an individual associated with the need, such as hunger or thirst.

A) Need
B) Drive
C) Motive
D) Goal

Question 16

Within an organization, symptoms of low motivation among employees may include all of the following, EXCEPT:

A) High waste costs
B) High training costs
C) High health insurance costs
D) High salaries

Question 17

Individual symptoms of low motivation include all of the following, EXCEPT:

A) Lack of concentration
B) Resistance to change
C) Increased conflict
D) Errors

Question 18

According to a study conducted by W. Charles Redding (1972), the best supervisors tended to be or do all of the following, EXCEPT:

A) Get tasks done in a timely manner
B) Willing, empathic listeners
C) Sensitive to the feelings of others
D) "Ask" or "persuade" rather than to "tell" or "demand"

Question 19

In Herzberg's (1966) motivator-hygiene theory, factors that led to dissatisfaction were identified as________________.

A) Motives
B) Motivators
C) Hygiene factors
D) Dissatisfiers

Question 20

Leadership practices for creating organizational change include all of the following delivery tactics, EXCEPT:

A) Be open and honest
B) Withhold information that does not support the change
C) Adapt the message to the audience and situation
D) "Cut to the chase" or be prompt, clear and consistent

Question 21

Identify the barriers to effective communication across departments.

Question 22

Identify four common reasons that people resist change in organizations.

Question 23

Identify the steps in the strategic process for implementing change within an organization.

Question 24

Discuss four of Hopkins (2009) 12 essential elements of a successful internal communications strategy and explain why they are important.

Question 25

What steps should be included in an internal communication plan to the effective downward flow of communication within the organization?