Question 1

The encoding and decoding process is enhanced when both parties have similar "passbooks."

Accepted Answer

A) True 
 B)False

Question 2

A large national sales organization has concluded that active listening is a critical factor in successful sales and customer satisfaction. The company now wants you to design a training program that teaches sales staff the main components of active listening. Discuss a specific training activity that would potentially improve the salespeople's performance in each of the three components of active listening. Your answer should also briefly describe the three components of active listening.

Accepted Answer

To answer this question, students must b

Question 3

Information overload occurs when a person's information-processing capacity exceeds the job's information load.

Accepted Answer

A) True 
 B)False

Question 4

Communication methods that are high in ''media richness'' are most valuable

Accepted Answer

A) in routine situations where the sender and receiver have common past experiences. 
B) during emergencies where the sender and receiver have little common experience. 
C) where the sender and receiver have a lot of time to transmit and receive the message. 
D) where the sender holds a higher position in the organization than the receiver. 
E) where the sender holds a lower position in the organization than the receiver. 
A) in routine situations where the sender and receiver have common past experiences. 
B) during emergencies where the sender and receiver have little common experience. 
C) where the sender and receiver have a lot of time to transmit and receive the message. 
D) where the sender holds a higher position in the organization than the receiver. 
E) where the sender holds a lower position in the organization than the receiver.

Question 5

The communication process model presented in the textbook relies on the metaphor that:

Accepted Answer

A) information comes in packets that flow through the air in a series of particle waves. 
B) information is like a river that flows in both directions. 
C) information flows through a conduit between the sender and receiver. 
D) the sender and receiver exist in separate but parallel universes that intersect only on intermittent occasions. 
E) information is a song that is understood only when both sender and receiver know how to sing together in harmony. 
A) information comes in packets that flow through the air in a series of particle waves. 
B) information is like a river that flows in both directions. 
C) information flows through a conduit between the sender and receiver. 
D) the sender and receiver exist in separate but parallel universes that intersect only on intermittent occasions. 
E) information is a song that is understood only when both sender and receiver know how to sing together in harmony.

Question 6

Filtering and jargon are two types of noise in the communication process

Accepted Answer

A) True 
 B)False

Question 7

Employees can "push" (expand) the data-carrying capacity of information technology when they:

Accepted Answer

A) avoid using jargon or short-hand symbols in the communication. 
B) avoid emotional contagion. 
C) are highly experienced with that communication medium. 
D) first use that communication medium. 
E) are unfamiliar with the receiver of the information being sent. 
A) avoid using jargon or short-hand symbols in the communication. 
B) avoid emotional contagion. 
C) are highly experienced with that communication medium. 
D) first use that communication medium. 
E) are unfamiliar with the receiver of the information being sent.

Question 8

In grapevine communication, most employees serve as both sender and receiver.

Accepted Answer

A) True 
 B)False

Question 9

Describe four functions of communication.

Accepted Answer

The following five functions are listed

Question 10

One social acceptance factor is the symbolic meaning of a channel to convey a message.

Accepted Answer

A) True 
 B)False

Question 11

The organizational grapevine is usually transmitted

Accepted Answer

A) to everyone in the organization. 
B) downward rather than upward through the organization. 
C) from a small number of senders to a larger number of receivers. 
D) by most employees who receive the information. 
E) from management to non-management employees. 
A) to everyone in the organization. 
B) downward rather than upward through the organization. 
C) from a small number of senders to a larger number of receivers. 
D) by most employees who receive the information. 
E) from management to non-management employees.

Question 12

Codebooks are symbols used to convey message content, whereas mental models are knowledge structures of the communication setting.

Accepted Answer

A) True 
 B)False

Question 13

Written messages have the advantage of presenting more technical detail than can occur through conversation.

Accepted Answer

A) True 
 B)False

Question 14

A major engineering firm has introduced virtual teams around the globe to resolve client emergencies. Although some of these emergencies are routine (they occur often enough that the engineers have ready-made action plans), several are novel. Furthermore, information about the client emergencies often comes second-hand from employees of the client, so some of the details are missing or ambiguous. Although the company plans to eventually offer a variety of communication media that these virtual teams can use, engineers are currently limited to e-mail, telephone, fax machine, and an instant messaging program that was recently introduced. Based on your knowledge of media richness, how can this engineering firm maximize communication effectiveness with the existing resources in this situation?

Accepted Answer

First, students need to briefly define m

Question 15

It is recommended that we use lean media when the communication situation is nonroutine and ambiguous.

Accepted Answer

A) True 
 B)False

Question 16

The introduction of e-mail hasthe volume of communication, particularly messages sent toin the organization.

Accepted Answer

A) increased; higher levels 
B) decreased; lower levels 
C) increased; lower levels 
D) decreased; other departments 
E) increased; retirees 
A) increased; higher levels 
B) decreased; lower levels 
C) increased; lower levels 
D) decreased; other departments 
E) increased; retirees

Question 17

One limitation of e-mail is that both sender and receiver need to coordinate the communication session.

Accepted Answer

A) True 
 B)False

Question 18

Some wikis have failed to gain employee support because

Accepted Answer

A) rapidly document new knowledge. 
B) are more efficient than other social networking forms, such as Facebook. 
C) involvement takes time and many companies do not reward those who provide this time to wiki development. 
D) are a novelty that quickly lose the interest of employees. 
E) are easily controlled by management. 
A) rapidly document new knowledge. 
B) are more efficient than other social networking forms, such as Facebook. 
C) involvement takes time and many companies do not reward those who provide this time to wiki development. 
D) are a novelty that quickly lose the interest of employees. 
E) are easily controlled by management.

Question 19

Emotional contagion fulfils our drive to bond with others.

Accepted Answer

A) True 
 B)False

Question 20

Buffering, summarizing, and omitting are ways to

Accepted Answer

A) avoid active listening. 
B) reduce information overload. 
C) increase media richness. 
D) avoid the risk of flaming. 
E) improve communication between men and women. 
A) avoid active listening. 
B) reduce information overload. 
C) increase media richness. 
D) avoid the risk of flaming. 
E) improve communication between men and women.

The encoding and decoding process is enhanced when both parties have similar "passbooks."

Information overload occurs when a person's information-processing capacity exceeds the job's information load.

Communication methods that are high in ''media richness'' are most valuable

The communication process model presented in the textbook relies on the metaphor that:

Filtering and jargon are two types of noise in the communication process

Employees can "push" (expand) the data-carrying capacity of information technology when they:

In grapevine communication, most employees serve as both sender and receiver.

Describe four functions of communication.

One social acceptance factor is the symbolic meaning of a channel to convey a message.

The organizational grapevine is usually transmitted

Codebooks are symbols used to convey message content, whereas mental models are knowledge structures of the communication setting.

Written messages have the advantage of presenting more technical detail than can occur through conversation.

It is recommended that we use lean media when the communication situation is nonroutine and ambiguous.

The introduction of e-mail hasthe volume of communication, particularly messages sent toin the organization.

One limitation of e-mail is that both sender and receiver need to coordinate the communication session.

Some wikis have failed to gain employee support because

Emotional contagion fulfils our drive to bond with others.

Buffering, summarizing, and omitting are ways to

Introduction to the Field of Organizational Behaviour

Individual Behaviour

Perceiving Ourselves and Others in Organizations

Workplace Emotions

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters

Exam 9: Communicating in Organizations

The encoding and decoding process is enhanced when both parties have similar "passbooks."

Information overload occurs when a person's information-processing capacity exceeds the job's information load.

Communication methods that are high in ''media richness'' are most valuable

The communication process model presented in the textbook relies on the metaphor that:

Filtering and jargon are two types of noise in the communication process

Employees can "push" (expand) the data-carrying capacity of information technology when they:

In grapevine communication, most employees serve as both sender and receiver.

Describe four functions of communication.

One social acceptance factor is the symbolic meaning of a channel to convey a message.

The organizational grapevine is usually transmitted

Codebooks are symbols used to convey message content, whereas mental models are knowledge structures of the communication setting.

Written messages have the advantage of presenting more technical detail than can occur through conversation.

It is recommended that we use lean media when the communication situation is nonroutine and ambiguous.

The introduction of e-mail hasthe volume of communication, particularly messages sent toin the organization.

One limitation of e-mail is that both sender and receiver need to coordinate the communication session.

Some wikis have failed to gain employee support because

Emotional contagion fulfils our drive to bond with others.

Buffering, summarizing, and omitting are ways to

Introduction to the Field of Organizational Behaviour

Individual Behaviour

Perceiving Ourselves and Others in Organizations

Workplace Emotions

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters