Exam 14: Interpersonal and Organizational Communication

When a manager asks an employee to complete a task, he or she is using ________ communication.

Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________.

In communication, the process of decoding is performed by the receiver.

Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication.

An important communication concern for the individual service provider is making sure he or she has the authority needed to deal with customers.

Employees typically engage in four types of work: ________.

A sender initiates a message by encoding a thought.

While Victor was explaining a problem that was frustrating him, his manager smiled widely. Victor wanted to wipe the smirk off the manager's face in a none too friendly manner. What went wrong here?

When a sender evaluates a communication method to judge scanability, he is checking if ________.

By the time that Sandra had finished the presentation to the employees, she had spoken for one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were probably dealing with which one of the following barriers to effective communication?

Jargon is ________.

George has prepared a memorandum explaining the objectives of the work team. Some of the production workers have come to George to ask for clarification about the memorandum. This represents the ________ aspect of the communication process.

E-mail increases filtering because electronic communication is faster.

In a short essay, explain two main communication challenges that new technology has created.

How are town hall meetings used by organizations to communicate with employees?

Though IT has improved organizational communications in recent years, ________ remains a major concern.

Active listeners avoid asking questions and making eye contact so that they don't distract the speaker.

Teresa called her work group together, explained the instructions for the new machine, and left. Later, after one of the workers had jammed the machine and injured a coworker, she discovered the worker had not followed the instructions. This problem may have been avoided if Teresa had ________.

Which one of the following is an example of lateral communication?

Explain how communication can have an impact on customer satisfaction and what managers can do to improve communication.