Chapter 15: Managing Communication
TRUE/FALSE
1. In the perceptual process, apprehension is the process of remembering interpreted information.
2. 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).
3. Managers with better listening skills are rated as better managers by their employees and are much
more likely to be promoted.
4. In general, blogs serve no value in the corporate world.
MULTIPLE CHOICE
1. 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
2. The conduit metaphor is a false assumption that:
a.
noise does not have to exist if the communication channel is properly designed
b.
communication channels can transmit error-free messages
c.
encoding and decoding processes will match if the individuals communicating have the
same cultural and social backgrounds
d.
perceptual filters will not interfere with the receivers’ understanding of the message
e.
a defensive bias can be controlled by using open communication channels
3. __________ 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
4. In nonverbal communication, the term __________ refers to movements of the body and face.
a.
kinesics
b.
proxemics
c.
paralanguage
d.
pseudo-language
e.
semiotics
5. 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
6. __________ is the withholding of information about organizational problems or issues by employees.
a.
Organizational silence
b.
Organizational filtering
c.
Negative grapevining
d.
Lower-level filtering
e.
Communication shutdown
7. One of the best ways for top managers to hear what others feel and think is through:
a.
company hotlines
b.
surprise visits
c.
survey feedback
d.
frequent informal meetings
e.
participative management