Question 1

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

Accepted Answer

Feedback can either be constructive (useful and supportive) or destructive (damaging and negative). It is important for managers to provide constructive feedback to help employees improve their performance instead of just criticizing them.

Question 2

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 straightforward
E) when paralanguage is required

Accepted Answer

The answer of In which of the following cases would...

Question 3

Urban Legends The concept of "urban legends" (a story that appears mysteriously and spreads spontaneously in various forms and is usually false posted on the Internet) and Internet scams are a real problem for some businesses. Gerber Baby Foods was flooded with 1 million letters and 80,000 phone calls from parents responding to an e-mail about a phony class-action lawsuit. Another urban legend about Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million. Procter & Gamble had to deal with claims that its Febreeze product contained Agent Orange, a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers, but experts believe this is the worst possible action to take. Companies should instead do everything possible to reassure its customers. -₁₀₆_._Refe_r_t_o_Urba_n_Legends. _,_o_r_personality-_,_psychology-_,_an_d_{experience-base}_d_differences_,_determin_e_how Consumers respond to Internet scams. A) Conceptual screens B) Perceptual filters C) Attitudinal derivation D) Conceptual decoding E) Motivational instrumentality

Accepted Answer

Perceptual filters refer to the psychological processes that influence how individuals perceive and interpret information, including urban legends and Internet scams. These filters can be shaped by personality, psychology, and past experiences, affecting how consumers respond to such information.

Question 4

Which of the following gives top managers a quick, convenient way to address their work forces via oral communication?
A) televised speeches and meetings
B) videotaped speeches and meetings
C) broadcast voice mail
D) corporate talk shows
E) all of these

Accepted Answer

Broadcast voice mail allows the sending of a recorded message to everyone in the organization.

Question 5

A manager, hired to make the company profitable, made sweeping changes in the company. This manager was guilty of belittling the efforts of his managers and making them feel incompetent. In other words, he engaged in ____.
A) reactive criticism
B) invalid feedback
C) unsolicited motivation
D) demotivational feedback
E) destructive feedback

Accepted Answer

The manager's behavior of belittling and making his managers feel incompetent is an example of destructive feedback, which is feedback that is intended to undermine, demotivate, or discourage the recipient. This behavior can have a negative impact on employee morale and productivity, ultimately harming the company's profitability rather than improving it.

Question 6

Feedback is more likely to be destructive than constructive when it is .
A) immediate
B) judgmental
C) influenced by situational contexts
D) problem-oriented
E) focused on specific behaviors

Accepted Answer

Feedback that is judgmental, focusing on criticizing or diminishing the person receiving the feedback, is more likely to be destructive than constructive. This can cause defensiveness and a negative emotional response, making it less likely for the receiver to actually listen and make improvements.

Question 7

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

Accepted Answer

Organizational silence refers to employees withholding information about problems or issues within the organization. The other choices do not accurately describe this concept.

Question 8

The last step of empathetic listening requires managers to .
A) ask for clarification
B) summarize what the speaker has said
C) respond with feelings and then facts
D) engage in problem identification
E) paraphrase what has been said

Accepted Answer

The answer of The last step of empathetic listening requires...

Question 9

Organizational silence occurs when .
A) an organization is about to engage in a leveraged buyout
B) an organization refuses to answer customer complaints
C) employees are advised to not discuss company issues with the news media
D) organizations shut down efforts to conduct grapevine communications
E) employees believe that telling managers about problems will not make a difference

Accepted Answer

Organizational silence occurs when employees feel that their input or feedback is not valued or that expressing concerns or suggestions will not result in meaningful change. This can lead to a lack of communication and a breakdown in trust between employees and management, which can ultimately harm the organization's performance.

Question 10

₉₁_._Whe_n_on_e_plan_t_wa_s_close_d_du_e_t_o_a_merger_,_employee_s_wer_e_force_d_t_o_mov_e_t_o_anothe_r_an_d_tak_e_substantia_l_cuts in their hourly wage. Managers should engaged in lifestyles. A) empathetic listening B) positive feedback C) reactive communication D) dyadic communication _e_._coaching As employees described the forced changes in their

Accepted Answer

The answer of ₉₁_._Whe_n_on_e_plan_t_wa_s_close_d_du_e_...

Question 11

Which of the following statements about listening is true?
A) Most managers retain about 25 percent of what they hear.
B) Listening is a voluntary behavior.
C) Managers with better listening skills are more likely to be promoted.
D) Managers with better listening skills are rated as better managers by their employees.
E) All of these statements about listening are true.

Accepted Answer

The answer of Which of the following statements about listening...

Question 12

₉₉_._A_compan_y_decide_d_t_o_solicit _fro_m_th_e_company'_s_bes_t_customers_._Fro_m_th_e_informatio_n_gathered_,_the Company learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow up. A) empathetic feedback B) participative feedback C) solicited feedback D) constructive feedback E) motivational feedback

Accepted Answer

The answer of ₉₉_._A_compan_y_decide_d_t_o_solicit _fro_m_...

Question 13

Managers generally like and use but are less receptive to using .
A) oral communication; written communication
B) written communication; oral communication
C) downward communication; horizontal communication
D) informal communication; formal communication
E) horizontal communication; downward communication

Accepted Answer

The answer of Managers generally like and use but are...

Question 14

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?
A) controlling kinesics
B) managing small group communication
C) managing organization-wide communication
D) eliminating the grapevine
E) maintaining vertical communication channels

Accepted Answer

Managing organization-wide communication is one of the primary tasks faced by managers who want to improve organizational communication, as it involves creating a communication strategy that reaches all levels and departments of the organization. This can include implementing communication technologies, establishing clear communication channels, and providing training and resources for effective communication. The other options listed are important aspects of communication management, but they are not as central to improving overall organizational communication.

Question 15

Rose knew by the shrillness of her teacher's voice that she was really in trouble and would probably be placed in after­school detention. Rose's teacher used to communicate dismay.
A) proxemics
B) kinesics
C) paralanguage
D) semiotics
E) pseudo-language

Accepted Answer

Paralanguage refers to the nonverbal elements of speech, such as tone, pitch, and volume. In this case, the shrillness of the teacher's voice indicates her dismay, making it an example of paralanguage.

Question 16

In empathetic listening, is important because it demonstrates that you understand the speaker's emotions.
A) clarifying responses
B) reflecting feelings
C) paraphrasing
D) summarizing
E) listening attribution

Accepted Answer

Reflecting feelings is a key component of empathetic listening as it involves acknowledging and understanding the speaker's emotions. This can be done by using phrases such as "It sounds like you're feeling...", "It seems like you're worried about...", or "I can sense that this is really important to you." By reflecting the speaker's feelings, the listener is able to demonstrate empathy and build a stronger connection with the speaker.

Question 17

Which of the following statements about hearing and listening are true?
A) Hearing and listening are synonyms.
B) Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.
C) Hearing and listening both require paralanguage during communication transmission.
D) By definition, listening is passive, and hearing is active.
E) Listening is an involuntary behavior, and hearing is a voluntary behavior.

Accepted Answer

Hearing refers to the physical act of perceiving sound waves, while listening involves actively paying attention to and processing the sounds being heard. Listening requires more of a conscious effort and involves comprehension and interpretation. Therefore, B is the correct choice. The other options are either false or misleading.

Question 18

A recent study found that only 29 percent of first-level supervisors thought that their organization encouraged their employees to express their opinions openly. This means that the overwhelming majority of these supervisors engage in .
A) organizational silence
B) organizational filtering
C) negative grapevining
D) lower level filtering
E) arrested communication

Accepted Answer

The study found that most first-level supervisors do not feel their organization encourages employees to openly express their opinions, indicating that they engage in organizational silence.

Question 19

Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event planner. At first, Rubylyn was driving her supervisor to distraction because she was always interrupting him and asking him if he wanted anything. After some became a valued employee. A) valid feedback B) constructive feedback C) proactive criticism D) conduit reconstruction _e_._motivationa_l_feedback With the event planner, Rubylyn better understood what her job entailed and

Accepted Answer

The scenario depicts constructive feedback, which aims to help the employee correct their behavior and improve their work performance. The event planner provided Rubylyn with guidance and support, which helped her understand her job responsibilities and become a valuable employee.

Question 20

Clarissa is unable to do her job efficiently because her supervisor often interrupts her to ask irrelevant questions or to make unimportant comments. Clarissa is experiencing a problem with .
A) undefinable noise
B) the use of an incorrect communication medium
C) accepting feedback
D) encoding and decoding
E) the incorrect use of paralanguage

Accepted Answer

The supervisor's interruptions to ask irrelevant questions or make unimportant comments suggest that he/she is not using the correct communication medium. This is a barrier to effective communication that is hindering Clarissa's ability to do her job efficiently.

Quiz 15: Managing Communication

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

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

Which of the following gives top managers a quick, convenient way to address their work forces via oral communication?

A manager, hired to make the company profitable, made sweeping changes in the company. This manager was guilty of belittling the efforts of his managers and making them feel incompetent. In other words, he engaged in ____.

Feedback is more likely to be destructive than constructive when it is .

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

The last step of empathetic listening requires managers to .

Organizational silence occurs when .

₉₁_._Whe_n_on_e_plan_t_wa_s_close_d_du_e_t_o_a_merger_,_employee_s_wer_e_force_d_t_o_mov_e_t_o_anothe_r_an_d_tak_e_substantia_l_cuts in their hourly wage. Managers should engaged in lifestyles.

Which of the following statements about listening is true?

₉₉_._A_compan_y_decide_d_t_o_solicit _fro_m_th_e_company'_s_bes_t_customers_._Fro_m_th_e_informatio_n_gathered_,_the Company learned that it needed to modify its invoice form and that the sales staff needed to engage in more follow up.

Managers generally like and use but are less receptive to using .

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?

Rose knew by the shrillness of her teacher's voice that she was really in trouble and would probably be placed in afterschool detention. Rose's teacher used to communicate dismay.

In empathetic listening, is important because it demonstrates that you understand the speaker's emotions.

Which of the following statements about hearing and listening are true?

A recent study found that only 29 percent of first-level supervisors thought that their organization encouraged their employees to express their opinions openly. This means that the overwhelming majority of these supervisors engage in .

Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event planner. At first, Rubylyn was driving her supervisor to distraction because she was always interrupting him and asking him if he wanted anything. After some became a valued employee.

Clarissa is unable to do her job efficiently because her supervisor often interrupts her to ask irrelevant questions or to make unimportant comments. Clarissa is experiencing a problem with .