Book Title
Communicating for Managerial Effectiveness: Problems-- Strategies-- Solutions 5th Edition

COMU 36695

December 14, 2016
An employee anonymously passes on information to his supervisor that another worker
is selling corporate secrets to a competitor. This is an example of
a. whistle-blowing
b. secrecy
c. leaks
d. lying
The basic questions to address when developing a successful feedback system include
all of the following except
a. Do employees know their job responsibilities?
b. Do employees know the standards of evaluation?
c. Do employees effectively communicate with other organizational members?
d. Do employees receive useful informal feedback?
e. Do employees receive useful feedback from performance appraisals?
Your author discusses the "blackout" tactic. Which of the following statements are true
about this technique?
a. It helps to clarify the speaker's meaning
b. It signals the speaker's sensitivity to other potential interpretations
c. It magnifies the "law of large numbers" principle
d. All of the above
e. a and b
What can be done to minimize potential legal challenges in the appraisal process?
a. Train appraisers to focus on behavioral, observable, and objective evidence
b. Encourage employee participation in the process
c. Do not allow employees to respond to the review
d. All of the above
e. a and b
Your author discusses numerous propositions about communication. An implication of
them for managers is that they need to ___
a. explore the context of employees
b. increase the use of "black holes"
c. be less reliant on time sequencing
d. all of the above
A highly structured organizational climate and authoritarian communication style would
pose an especially significant organizational barrier at what stage?
a. Idea generation
b. Feasibility analysis
c. Viability assessment
d. Implementation
What is the best appraisal technique?
a. rank order
b. critical incidents
c. rating scales
d. a and b
e. none of the above; it depends on the objective of the appraisal
Your author suggests that if there is a large gap between an organization's stated culture
and its actual culture
a. it may result in employee cynicism and discouragement
b. it becomes a strong motivator for employees
c. it actually doesn't matter, as this will have little impact on employees
A midsize business (100 employees) wants to announce a new, somewhat complex,
retirement benefits plan to its employees. What channel would be most effective?
a. memo
b. company newsletter
c. small group meetings
d. video
What is true regarding primary and secondary messages?
a. Most message receivers should pay more attention to primary messages than
secondary messages
b. Secondary messages are not as powerful as primary messages
c. Most message receivers do not react to secondary messages
d. None of the above
An appropriate model for an apology includes which features?
a. discusses action steps to prevent future occurrences
b. does not openly acknowledge the problem
c. provides a type of restitution
d. all of the above
e. a and c
A company's mission states that "Our employees are our number one resource." Based
on the chapter, how effective does this communicate the culture?
a. the statement is too ambiguous, and may not motivate, inspire or compel the right
b. this cultural statement is too narrow and might restrict employee behavior
c. this statement will most likely motivate employees and lead to heightened creativity
d. b and c
The criteria used by most senders in selecting a channel is ___
a. the personal warmth it conveys
b. feedback potential
c. cost
d. personal convenience
Your author presents a "typical" (but incorrect) model of communication. What does it
a. Context exists outside of communicators
b. Communicators share the same context
c. The typical model does not include context
d. a and b
If a reviewer tends to give average ratings on performance items regardless of actual
performance, the appraiser is exhibiting what rating bias?
a. leniency
b. central tendency
c. recency
d. none of the above
"The framework or schema for organizing the relationships between pieces
of information" best defines
a. data
b. information
c. knowledge
d. action
A change initiator views an organizational change as routine while a receiver views the
change as nonroutine. The likely communication impact of this situation is
a. under-communication from the change initiator
b. over-communication from the change initiator
According to your author, which of the following elements are important to include in
the Pulse Process?
a. issuing a summary of findings to employees
b. ensuring confidentiality
c. having the organization's HR department conduct the assessment
d. all of the above
e. a and b
Circuit managers would most likely explain communication breakdowns by saying that
people failed to develop a proper or supportive -- communication climate.
a. true
b. false
____ usually takes the form of procedures and recipes.
a. data
b. information
c. knowledge
d. action
The Pulse Report Process
a. provides a comprehensive evaluation of a company's communication practices
b. emphasizes speed over completeness
c. tends to focus attention on poorly performing employees
d. all of the above
Managers who get caught up in trying to implement the latest management fad (i.e., the
"program of the month" mentality) fall in to what trap?
a. the A-K loop
b. the I-K loop
c. the I-A loop
d. the D-A loop
"Effective communication" to an Arrow manager means
a. Listening to employees so they'll be happy
b. Being open and understanding
c. Speaking with credibility and authority
d. None of the above
What role does your author recommend opinion leaders play with regard
to implementing the strategy?
a. executives need to limit their reliance on opinion leaders
b. executives need to identify key opinion leaders and determine their understanding of
organizational priorities
c. executives need to seek their input, and assess their degree of support
d. b and c
In which management orientation is the receiver seen as a passive information
a. Arrow
b. Circuit
c. Dance
The central focus of the ____ approach is not on who champions the change, but on
what is right in the given situation.
a. Top-down
b. Bottom-up
c. Integrative orientation
d. Entrepreneurial orientation
What does the following describe? "This acts as a lens through which issues are viewed,
highlighting certain images and refracting others. When we share this with others we
manage meaning because we assert that our interpretations should be taken as real over
other possible interpretations."
a. framing
b. secondary messages
c. context construction
d. the law of large numbers
A nonroutine change has been introduced in a company. If an employee becomes
apathetic, appears listless and begins to miss work, that employee is probably at what
reaction stage?
a. denial
b. bargaining
c. depression
d. anger
David Ewing coined this phrase which means providing "effective mechanisms and
procedures for ensuring equity and justice among employees." It provides employees an
organizational safety valve because some problems cannot be fairly resolved through
the normal chain of command. This describes...
a. corporate due process
b. whistle-swallowing
c. insider communication
d. personal relevancy commitment
The best way to discover the culture of a company is to study
a. the type of people the organization hires
b. its symbols
c. its slogans and value statements
d. b and c
e. all of the above
If a person greets me and I return the greeting, this is an example of a(n)
a. regulative rule
b. interpretation rule
c. co-orientation rule
d. none of the above
What does the author recommend in communicating the organizational culture?
a. craft actionable cultural statements
b. link values with specific behaviors
c. use financial resources to reinforce values
d. a and b
e. all of the above
What are some useful rules-of-thumb your author recommends when managing
the data-information relationship?
a. rely more on qualitative data than quantitative data
b. increase the number of links in the communication chain to help ensure appropriate
interpretation of data
c. use imagery to dramatize information
d. none of the above
The goal for the audience analysis stage is to treat all audiences the same by presenting
the same message and using the same channels so that one group does not feel that
there has been any preferential treatment.
Although there are usually different ways to organize the same information (as in
the "Employee Performance Ratings" example), the interpretations of the information
are usually the same.
According to your author, Catherine the Great understood the power of
audience analysis and reflected an understanding of the Dance communication style.
Your author argues that there is usually one primary message in each communication
Most organizational barriers occur at the idea generation stage.
Your author suggests that due to the pace of organizational events, speed is more
important than completeness of the message.
Cultures such as Japan, China and Vietnam value directness in their communication
while cultures such as Great Britain and Italy value indirectness.
Time sequencing does not have a significant impact on context construction.
The usual impact of change on productivity is that when a change is introduced,
productivity usually rises at first, then drops off.
Research done at MIT revealed that as the distance between workstations increases, the
probability of communication decreases.
It is appropriate for a manager to focus on an employee's personality
characteristics during a performance appraisal.
An underlying assumption of the Dance manager is that understanding is the primary
goal and is always more acceptable than ambiguity.
For the most part, similar managerial skills are needed at each stage of the innovation
Most employees are satisfied with the information about how they are being judged.
The same evaluation criteria should be used at each stage in the innovation process.
The communication goal of "educating" is more difficult to achievethan "informing"
and "relating."
The "tell and sell" strategy is usually the most effective communication strategy.
Your author suggests that the communication goals of "educating"
and "inspiring/influencing" lead to more engaged partners than the communication
goals of "training" and "relating."
The main problem with innovation in organizations is that there is usually a lack of
ideas generated.
Sir Winston Churchill was not only a great statesman, he was also known as the father
of the modern tank.