Exam 14: Managing Communication

Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which one of the following types of communication does he use?

When Terrence explained to the employees why layoffs were necessary, he spoke about return on investment, debt, and cash flow-terms his shareholders clearly understood. But his employees had no clue what he meant. Terrence's explanation would have been more effective if he had ________.

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

As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profiteers, that it didn't make any difference to Leona if employees lost their jobs. Which barrier to effective communications do these statements represent?

Most communication problems are directly attributed to noise in the communication process.

If a company is concerned with achieving high member satisfaction for all the participants in a network, which one of the following communication networks is best?

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

Once MediFax grew and became more mechanistic, management insisted that information flow vertically along the lines of authority. This is most representative of the ________ communications network.

Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which one of the following best explains what went wrong with the communication?

Upward communication is used to inform, direct, coordinate, and evaluate employees.

Over the years, managers at Wilson's Retail have discovered that the sales staff in the retail areas have the best insights into what customers want and how they shop. Wilson's uses these insights to design its retail spaces and decide which products to stock. To make the sharing of information easier, Wilson's encourages an open communication network, where information flows freely between and among staff and managers. Which one of the following communication networks does Wilson's use?

To increase face-to-face communication among employees, the workplace design should ________.

________ is the deliberate manipulation of information to make it appear more favorable to the receiver.

Which one of the following describes the number of different messages that can be transmitted using a particular method of communication?

Ulysses has difficulty staying focused during conversations, especially long "speech" type comments from the speaker. This is likely because ________.

"The grapevine is detrimental to effective organizational communication and must be eliminated if the organization is to effectively engage its employees." Do you agree with this statement? Explain your answer.

Which one of the following is a disadvantage of using IT in organizational communication?

The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________.

Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.

Jargon is ________.