Chapter 13 I encoded the message and selected oral face

Lussier, Management Fundamentals, 7e

Answers to Questions in the Text

Chapter 13: Communication and

Information Technology

WORK APPLICATION SAMPLE ANSWERS

Most of the answers are actual student answers or based on student answers. You may give these

answers as part of your lecture before, after, or in place of getting student answers.

13–1. Give an example of vertical (upward and downward), horizontal, and grapevine

communication at a company where you work or have worked.

Over the summer I worked for an ice cream shop. My boss, the owner, did not work at the ice

13–2. Give an example of a message that might be transmitted in a work setting. Be sure to

illustrate the four steps in the communication process, state the channel, and note if feedback was

given.

The following may be used if you are quitting your job because you found a better one:

13–3. Give two examples of different communication barriers you encountered at work. Explain

how each barrier could have been overcome.

Noise: My boss was out of town, and she called me from Chicago to tell me what time her flight

would arrive at the Hartford airport, so I could pick her up. I was in my dorm room, which was

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13–4. Give an example of an oral message and a written message you received at work, and

specify the channel of each.

13–5. Recall a specific task that a boss assigned to you. Identify which steps in the face–to-face

message-sending process he or she did and did not use.

I had to do a mass mailing for my boss. My boss did not develop rapport (step 1) or state the

13–6. Recall a past or present boss. How effective was this person at getting feedback? Was the

boss open to feedback and aware of nonverbal communication? Did the boss ask questions and

ask you to paraphrase?

My past boss was not good at getting feedback. She really was not open to feedback, especially

13–7. Refer to the Self-Assessment. What is your weakest listening skill? Give an example of how

your listening skills have had an impact on you at work

I’d have to say my weakest listening skill is tuning people out who do not agree with my views.

13–8. Recall two oral messages you received and your responses to them. Identify your response

style, and give examples of responses you might have given using two other response styles.

1. Sender: This order needs to be ready by 5:00 p.m. today.

Lussier, Management Fundamentals, 7e

13–9. Recall a situation in which a manager had to handle an emotional employee. Did the

manager follow the guidelines for calming an emotional person? Did the manager use reflective,

empathic responses?

The place where I used to work based raises on cost of living and merit. My boss only gave me a

13–10. How would you rate yourself on your ability to accept criticism without getting emotional

and defensive? How could you improve your ability to accept criticism?

I’m not great at accepting criticism. When my boss criticizes me, I tend to become defensive

REVIEW QUESTION ANSWERS

13–1. What are the differences among vertical, horizontal, and grapevine communication?

Vertical communication is the flow of information both downward and upward through the

organization chain of command. It is also called formal communication because information

13–2. What takes place during the information systems process?

13–3. What is the difference between encoding and decoding?

13–4. What is filtering?

Filtering is the process of altering or distorting information to project a more favorable image.

13–5. What is the difference between setting and body language?

Lussier, Management Fundamentals, 7e

13–6. What is the difference between nonverbal and oral and written communication?

Both oral and written communication uses words, but nonverbal doesn’t use words.

13–7. What is media richness?

13–8. What should be included in your plan to send a message?

Before sending a message, you should answer these what, who, how, when, and where

questions:

13–9. What are the four ways to get feedback on messages?

The four ways to get feedback on messages are (1) Be open to feedback. (2) Be aware of

nonverbal communication. (3) Ask questions. (4) Paraphrase.

13–10. Why should you listen, analyze, and then check understanding?

13–11. Why is criticism important to the individual and organization?

COMMUNICATION SKILLS ANSWERS

13–1. Select an organization with which you are familiar. How can the flow of communication be

improved?

Answers will vary.

13–2. Is the grapevine helpful or harmful to most organizations? Should managers try to stop

grapevine communication? Why or why not?

Lussier, Management Fundamentals, 7e

13–3. Which e-commerce methods have you used? Which one do you use most often?

13–4. Wireless phones and handheld devices are blurring work and home life. Is this positive or

negative? Should people stay connected and work while on vacation?

Answers will vary.

13–5. What is the relationship between information and the management functions?

13–6. What is the difference between a computer network and an information network?

A computer network connects independent computers directly together (P2P). An information

13–7. What does perception have to do with encoding and decoding?

Encoding and decoding are based on perception. As messages are transmitted, receivers

13–8. Which communication barrier do you think is the most common, and which barrier do you

believe has the most negative effects on communication?

Answers will vary.

13–9. Which message transmission channel do you use most often in your personal and

professional life? What is your strongest and weakest channel? How can you improve on your

weakness?

13–10. When sending messages, how effective are you at checking the receiver’s understanding?

Can you improve? If so, how?

13–11. When receiving messages, how effective are you at listening? Can you improve? If so,

how?

13–12. Which response style do you use most often?

Lussier, Management Fundamentals, 7e

APPLYING THE CONCEPT ANSWERS

Applying the Concept 13–1: Communication Flow

Identify the form of communication flow occurring for each statement.

A. vertical downward

B. vertical upward

C. horizontal—identify as between (1) peers or (2) departments

D. grapevine

1. “Kyra, here is the report you asked me to complete for you. Check it, and I’ll make any changes

you want.”

2. “Tomas, I just sold products to two new customers who want to set up charge accounts. Please

rush the credit check so we can increase business.”

C(2). Horizontal/departmental. This is communication between colleagues in different departments.

3. “Juanita, please take this stamped auto registration form to the Registry of Motor Vehicles for

me right away.”

4. “Hey, Bubba, have you heard that Paul and Betty Sue were caught . . . ?”

5. “Arjun, will you please hold this so we can get it straight and finish the job?”

Applying the Concept 13–2: Communication Barriers

Identify the communication barrier indicated by each statement.

A. perception

B. information overload

C. channel selection

D. noise

E. trust and credibility

F. not listening

G. emotions

H. filtering

I. language/culture

6. “Ramzie, I don’t like texting back and forth, and it takes longer, so please call me so we can

talk.”

7. “Joe, how many times do I have to tell you to put down the phone when I’m giving you

instructions?”

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F. Not listening. The manager believes the phone is a distraction to communications

8. “Eliana, please shut the loud music off. I need to talk to you about your incident with Kara.”

9. “Jose, please come over here and tell me what Juan is talking about because I can’t understand

him.”

10. “Ronnie, you shouldn’t be upset, so chill out, will you?”

11. “So, Billy Jean, do you understand?” She doesn’t respond (thinking, “You just went through 14

steps, and I was lost back on step 2”).

B. Information overload. The listener is so overwhelmed with all the information given, he or she

doesn’t know what to say.

12. “Yes, Deondre. We are right on schedule” (meanwhile thinking, “We are actually behind, but

we’ll catch up”).

13. “Paul, I said I’d do it in a little while. It’s only been 10 minutes, so why do you expect it to be

done by now?”

14. “Kasandra, you don’t know what you are talking about. I’ll keep doing it my way.”

E. Trust and credibility. If the person had credibility, the other person would do the job his or her

way.

Applying the Concept 13–3: Channel Selection

For each of the communication situations, select the most appropriate channel for transmitting the

message.

Oral Communication

A. face-to-face

B. meeting

C. presentation

D. telephone

Written Communication

E. email/text

F. memo

G. letter

H. report

I. bulletin board, poster, newsletter

15. Jose is applying to colleges and asked you for a recommendation.

G. Letter. College often ask for a letter of recommendation.

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16. You are running late for a meeting and want your boss to know you are on your way and will

be around five minutes late.

17. Your boss likes your creative idea for a new product and told you to come to a meeting with

higher-level managers to pitch it to them.

18. HR came out with a new policy and wants to inform employees internally of the change.

F. Memo. Memos are used for sending internal information.

19. You are waiting for UPS to deliver an important package, and you want to know if it is in the

mailroom yet.

20. Employees have been leaving the lights on in the break room when no one is in it, so you

decided to send a message to them to shut them off.

21. You need to explain a new project to three of your ten employees.

B. Meeting. Getting together as a group would be an effective way to give the assignment. A

memo/written instructions (e) could also be used at the meeting.

22. Chris is late again, and you need to take some action.

23. “Sandy, I need you to go into our big database and run these statistics for me. Can you please

have the numbers to me by noon?”

Applying the Concept 13–4: Response Styles

Identify the response style exemplified in each statement.

A. advising

B. diverting

C. probing

D. reassuring

E. reflecting

Administrative Carl, do you have a minute to talk?

Assistant:

Boss: Sure, what’s up, Mary?

AA: Are you aware of all the swearing people do in the operations department? It carries through

these thin walls into my work area. It’s disgusting.

24. “Tell me what specific swears are being said that you find offensive.”

Lussier, Management Fundamentals, 7e

C. Probing. Asking for details of the situation is probing.

25. “No. I didn’t know anyone was swearing because I don’t spend much time in the ops

department. But, I’ll look into it.”

26. “Don’t let it bother you; just ignore the swearing.”

27. “Are you going to the company picnic?”

28. “So you don’t like swearing—is that it?”

JOIN THE DISCUSSION

Join the Discussion 13–1: The Grapevine

The grapevine is commonly used to spread rumors and gossip. Most grapevine information is

harmless and informs employees of what is going on in the firm. However, some, especially talk

regarding work-related matters and coworkers, can destroy trust and sabotage productivity.

1. Have you or has anyone you know been hurt by rumors or gossip? Explain the situation and how

you or the other person was hurt.

Answers vary

2. Do rumors and gossip help or hurt individuals and the organization?

3. Is it ethical and socially responsible to spread rumors and gossip?

4. Should employees gossip and spread rumors when they are not sure of the accuracy of the

information they are spreading?

5. How should managers handle rumors and gossip?

Join the Discussion 13–2: Should personal Cell Phones Be Banned at Work?

As discussed, employees are wasting a lot of time at work using either their companies’ computers

or their own personal cell phones. To help prevent employees from wasting time, organizations are

monitoring the use of their technology and banning personal cell phones at work.

1. Is it ethical and socially responsible for employees to use company time and perhaps its

technology for personal use? Should employees get paid for doing personal things at work?

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2. Is it ethical and socially responsible for companies to monitor employee use of their

technology? Should they monitor?

3. Is it ethical and socially responsible for companies to ban the use of employee personal

technology on the job? Should they ban personal cell phones at work?

Join the Discussion 13–3: Emotions and Communications

We have discussed diversity in every chapter, so let’s get right into the questions.

1. Should we leave our emotions at home and suppress them at work?

Answers vary

2. Do you agree with this statement: “You shouldn’t confront others when you are emotionally

angry because you can’t be rational, you won’t fix the problem, and you will hurt relationships”?

3. Do you believe women are more emotional than men? If so, why, and is the difference a

positive or negative thing?

4. Do you agree with this negative stereotype: “Women are too emotional to make good

managers”?

5. Do you believe men and women communicate differently? If so, how, and is the difference a

positive or negative thing?

Answers vary