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Course Post-Assessment CH 13
Williams Effective Management 6e
TRUE/FALSE
1. The self-serving bias is the tendency to overestimate our value by attributing successes to ourselves
(internal causes) and attributing failures to others or the environment (external causes).
2. Managers with better listening skills are rated as better managers by their employees and are much
more likely to be promoted.
3. In general, blogs serve no value in the corporate world.
MULTIPLE CHOICE
1. Noise can occur when:
a.
the sender isn’t sure of what message to communicate
b.
the receiver doesn’t have the time to understand the message
c.
the message is not decoded properly
d.
the message is not encoded properly
e.
any of these occur
2. The ____ is the mistaken assumption that senders can pipe their intended messages directly into the
heads of receivers with perfect clarity and without noise or perceptual filters interfering with the
receivers' understanding of the message.
a.
communication selection error
b.
decoding attribution error
c.
conduit metaphor
d.
encoding bias
e.
theory of passive listening
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
4. ____ 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
5. In nonverbal communication, the term ____ refers to movements of the body and face.
a.
kinesics
b.
proxemics
c.
paralanguage
d.
pseudo-language
e.
semiotics
6. 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
7. In polychronic cultures:
a.
people do not exhibit emotions while they are communicating
b.
paralanguage is more revealing than verbal language
c.
emotions are commonly expressed as the communication occurs
d.
people tend to do more than one thing at a time and view time as circular
e.
people view time as linear
8. Which of the following communication channels plays an important role in BOTH one-on-one and
organization-wide communication?
a.
e-mail
b.
televised speeches and meetings
c.
videotaped speeches and meetings
d.
corporate talk shows
e.
broadcast voice mail
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
