Deck 15: Managing Communication: Part B

Question 1

__________ is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior.

A) Downward guidance
B) Coaching
C) Counseling
D) Leading
E) Supportive supervision

Answer 1

B

Question 2

In the perceptual process, apprehension is the process of remembering interpreted information.

Answer 2

False
In the perceptual process, retention is the process of remembering interpreted information.

Question 3

The __________ is the system of official channels that carry organizationally approved messages and information.

A) downward communication channel
B) upward communication channel
C) horizontal communication channel
D) formal communication channel
E) informal communication channel

Answer 3

D

Question 4

The three formal communication channels in organizations are categorized as:

A) downward, horizontal, and upward
B) hierarchical, functional, and organizational
C) horizontal, vertical, and grapevine
D) upward, dyadic, and downward
E) vertical, horizontal, and dyadic

Question 5

In the model of the communication process, __________ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

A) encoding
B) noise
C) transmission
D) Feedback to sender
E) the communication medium

Question 6

The steps in the basic perception process include all of the following EXCEPT:

A) attention
B) organization
C) analysis
D) interpretation
E) retention

Question 7

In which of the following cases would written communication be preferable to oral communication?

A) when immediate feedback is needed
B) when messages are complex and ambiguous
C) when messages are emotion laden
D) when messages are very simple
E) when paralanguage is required

Question 8

__________ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

A) Closure
B) A defensive bias
C) A self-serving bias
D) The fundamental attribution error
E) Overreward

Question 9

__________ is the withholding of information about organizational problems or issues by employees.

A) Organizational silence
B) Organizational filtering
C) Negative grapevining
D) Lower-level filtering
E) Communication shutdown

Question 10

Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted.

Question 11

One of the best ways for top managers to hear what others feel and think is through:

A) company hotlines
B) surprise visits
C) survey feedback
D) frequent informal meetings
E) participative management

Question 12

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be:

A) constructive or destructive
B) bureaucratic or participative
C) regulated or unregulated
D) formalized or unformalized
E) extrinsic or intrinsic

Question 13

In the __________ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers.

A) star chain
B) gossip chain
C) cluster chain
D) leader chain
E) linear