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I/O Psych Ch 11
Organizational Communication
| Question | Answer |
|---|---|
| things people surround themselves with (clothes, jewelry, office decorations, cars, and so forth) that communicate information about the person | artifacts |
| type of rating error in which raters base their rating of an employee during one rating period on the ratings the rater gave during a previous period | assimilation |
| form of upward communication in which a survey is conducted to determine employee attitudes about an organization | attitude survey |
| test developed by Geier and Downey that measures individual listening styles | Attitudinal Listening Profile |
| method of downward communication in which informal or relatively unimportant written information is posted in a public place | bulletin board |
| transmission of business-related information among employees, management, and customers | business communication |
| office arranged so that a visitor must sit across from the person behind the desk | closed desk arrangement |
| pattern of grapevine communication in which a message is passed to a select group of people who each in turn pass the message to a few select others | cluster grapevine |
| medium by which a communication is transmitted | communication channel |
| method of determining the read- ability level of written material by looking at the number of commonly known words used in the document | Dale-Chall Index |
| employees who receive much grapevine information but who seldom pass it on to others | dead-enders |
| communication within an organization in which the direction of communication is from management to employees | downward communication |
| listening style of a person who cares primarily about the feelings of the speaker | empathic listening |
| deviation from a standard of quality; also a type of response to communication overload that involves processing all information but processing some of it incorrectly | error |
| response to communication overload in which the employee leaves the organization to reduce the stress | escape |
| method of determining the readability level of written material by analyzing average sentence length and the number of syllables per 100 words | Flesch Index |
| method of determining the readability level of written material by analyzing sentence length and the number of three-syllable words | FOG Index |
| method of determining the readability level of written material by analyzing sentence length and the average number of syllables per word | Fry Readability Graph |
| person who screens potential communication for someone else and allows only the most important information to pass through | gatekeeper |
| poorly substantiated information and insignificant information that is primarily about individuals | gossip |
| pattern of grapevine communication in which a message is passed to only a select group of individuals | gossip grapevine |
| unofficial, informal communication network | grapevine |
| listening style of a person who cares about only the main points of a communication | inclusive listening |
| communication among employees in an organization that is not directly related to the completion of an organizational task | informal communication |
| exchange of a message between two individuals across a communication channel | interpersonal communication |
| distance zone within 18 inches of a person, where only people with a close relationship to the person are allowed to enter | intimacy zone |
| computer-based employee communication network used exclusively by one organization | intranet |
| employee who receives less than half of all grapevine information | isolate |
| listening style of a person who cares about only interesting information | leisure listening |
| person who acts as an intermediary between employees and management; or the type of employee who both sends and receives most grapevine information | liaison |
| idea that people prefer not to pass on unpleasant information, with the result that important information is not always communicated | minimize unpleasant messages effect |
| strategy for coping with communication overload in which an organization reduces the amount of communication going to one person by directing some of it to another person | multiple channels |
| method of downward communication typically used to communicate organizational feedback and celebrate employee success | newsletters |
| any variable concerning or affecting the channel that interferes with the proper reception of a message | noise |
| listening style of a person who cares about only information that is consistent with his or her way of thinking | nonconforming listening |
| person who investigates employees’ complaints and solves problems | ombudsperson |
| response to communication overload that involves the conscious decision not to process certain types of information | omission |
| office arranged so that a visitor can sit adjacent to rather than across from the person behind the desk | open desk arrangement |
| distance zone from 18 inches to four feet from a person that is usually reserved for friends and acquaintances | personal distance zone |
| formal method of downward communication in which an organization’s rules and procedures are placed in a manual | policy manual |
| pattern of grapevine communication in which a message is passed randomly among all employees | probability grapevine |
| physical distance between people | proximity |
| distance greater than 12 feet from a person that is typical of the interpersonal space allowed for social interactions such as large group lectures | public distance zone |
| method of coping with communication overload that involves organizing work into an order in which it will be handled | queuing |
| poorly substantiated information that is passed along the grapevine | rumor |
| communication passed consecutively from one person to another | serial communication |
| describes a message in which interesting and unusual information has been kept in the message when it is passed from one person to another | sharpen |
| pattern of grapevine communication in which a message is passed in a chain-like fashion from one person to the next until the chain is broken | single-strand grapevine |
| interpersonal distance from 4 to 12 feet from a person that is typically used for business and for interacting with strangers | social distance zone |
| listening style of a person who pays attention mainly to the way in which words are spoken | stylistic listening |
| form of upward communication in which employees are asked to place their suggestions in a box | suggestion box |
| listening style of a person who cares about only facts and details | technical listening |
| employee who serves as a liaison between unionized employees and management | union steward |
| communication within an organization in which the direction of communication is from employees up to management | upward communication |
| A top executive never receives negative information from her staff. This is known as __ and is a disadvantage of __ communication. | MUM effect; serial |
| methods of downward communication | policy manual, bulletin board, & memo |
| good email etiquette includes | greeting, don't write in all caps, & one-word subject line |
| __ communication is the exchange of a message across a communication channel from one person to another | interpersonal |
| nonverbal communication refers to | way in which a person uses space, body language, & how a person uses time |
| tone, tempo, and volume in which one speaks is a nonverbal cue known as | paralanguage |
| __ is a conscious decision not to process certain information whereas __ is an attempt to deal with every message received | omission; error |
| methods for handling communication overload | use of a gatekeeper, use of multiple channels, & omission |
| If you made an oral presentation to your class on styles of listening, __ listeners would most likely remember the number of listening styles | technical |
| Dale-Chall Index is the __ index that uses the number of uncommon words is the | readability |
| upward, downward, business, & informal | communication in organizations |
| employees speak directly to management in environment with "open door" policy | ideal upward communication |
| may not be workable because employees often feel threatened by managers & may not be willing to openly communication bad news or complaints | direct upward communication |
| serial communication is used to __ number of different people communicating with top executive | minimize |
| drawback of serial communication is that content & tone of message | change as it moves from person to person |
| drawback of serial communication is that bad news and complaints are | seldom relayed, in part due to stress associated with delivering bad news |
| drawback of serial communication is that it is less effective | the farther away 2 people are from one another |
| major source of power is __ __ to an executive | physical proximity |
| may reduce the power of proximity when communication is formal | |
| because of problems with serial communication organizations use other methods to facilitate upward communications, including | attitude survey, focus groups, suggestions boxes, & 3rd parties |
| __ surveys are usually conducted annually by an outside consultant who administers a questionnaire | attitude |
| attitude surveys ask employees to rate their opinions on such factors as | satisfaction w/pay, working conditions, & supervisors |
| attitude surveys allow employees to list __ or __ that they want management to read | complaints; suggestions |
| attitude surveys are only useful if an organization | takes results seriously |
| to __ __, organizations should attitude survey results with employees | increase trust |
| if attitude survey results are to be shared management must __ __ results | share all |
| outside consultant meets with groups of current employees to get their opinions & suggestions, which is then passed on to management | focus group |
| in order to spur candid responses by employees, focus group consultants are | not told names of employees |
| although exit interviews are sometimes emotionally charged, organization can learn a lot by listening to the __ __ that employee is leaving | real reason |
| the use of 1-800-numbers is a method of __ communication | upward |
| biggest advantages of suggestion/complaint boxes is they allow employees to __ __ in an anonymous fashion | immediately communicate |
| for suggestion/complaint boxes to be beneficial management must | respond to them in a timely manner |
| liaisons and ombudsperson are methods that can __ upward communication | increase |
| are responsible for taking employee complaints/suggestions & personally working w/management to find solutions | liaisons & ombudspersons |
| advantage of ombudspersons is that they are | neutral |
| advantage of ombudspersons is that they work for a solution that is | acceptable to both employees & management |
| ombudspersons are typically supervised at the __ level | vice-presidential |
| ombudsperson method is not often used because organizations do not want the expense of an employee who | does not produce |
| role of ombudsperson, in organizations with unions, is typically handled by the union __ | steward |
| are often adversarial in organizations with unions | management/union relationships |
| union stewards often have difficult time, when acting as ombudsperson, because they are not perceived by management or the union are | being neutral |
| originally __ communication involved newsletters designed to bolster employee morale by discussing happy events | downward |
| downward communication is now seen as a(n) __ __ of keeping employees informed | key method |
| downward communication is now seen as key method of communicating __ __ needed by employees to perform their jobs | vital information |
| bulletin boards, policy manuals, newsletters, & intranets are all | examples of downward communication |
| main use of bulletin boards is to communicate __ __ | non-work-related opportunities |
| seldom seen on bulletin boards | important information |
| electronic bulletin boards that allow display of even more current information | in-house message networks |
| policy manuals are __ __ by courts of law | legally binding |
| most manuals are written in __ __ language | highly technical |
| policy manuals should be written in less technical style to encourage employees to __ __ as well as to make them easier to understand | read them |
| because policy manuals are considered __ __ by courts, they must be updated each time a policy changes | binding contracts |
| policy manuals should always contain a(n) __ statement | at-will |
| policy manuals should always contain disclaimer that that the handbook does not create either a(n) __ or __ contract | expressed; implied |
| policy manuals should always contain disclaimer that the material in present handbook __ material in previous handbooks | supersedes |
| policy manuals should always contain disclaimer that the handbook can be changed only __ __ by president or organization, and it can be changed __ at any time | in writing; unilaterally |
| policy manuals should always contain disclaimer that employees are subject to __ of any amendments, detentions, & changes in the handbook | provisions |
| to reduce __ __ with policy manuals most organizations have 2 types of manuals | length problems |
| policy manuals are very __ & __, containing all of the rules & policies under which the organization operates | specific; lengthy |
| policy manual that is shorter & contains only the most essential policies & rules, as well as general summaries of less important rules | employee handbook |
| newsletters discuss happy or innocuous events such as the | three Bs (babies, birthdays, & ballgame scores) |
| newsletters are good sources of information for | celebrating employee successes |
| newsletters are good sources of information for providing feedback on | how the organization is doing |
| newsletters are good sources of information for providing __ about organizational changes | reminders |
| is the trend in newsletter format | cyber-publications |
| cyber-publications save | printing expenses |
| cyber-publications allows for __ dissemination of information | faster |
| cyber-publications provides greater __ for making changes & updates | flexibility |
| intranets are being used to __ bulletin boards, newsletters, & company manuals | replace |
| intranets are __ versions of the internet | organization-wide |
| memos, phone calls, email, & voicemail are | examples of business communication |
| most common method of business communication | memos/memorandums |
| memos/memorandums have advantage of providing detailed information to | large number of people in short amount of time |
| with the advent of __ __ the number of people who can be reached by telephone has increased | conference calling |
| limitation of phone calls is that __ __ are not available | nonverbal cues |
| limitation of phone calls that conversations are not __ | documented |
| sophisticated phone answering system | voicemail |
| used primarily to exchange general &/or timely info & ask questions | email/voicemail |
| email/voicemail are not meant as __ for important conversations | substitutes |
| advantage of email/voicemail is __ in use & filing of paper | reduction |
| advantage of email/voicemail is time saved by avoiding __ __ when communicating in a short message | small talk |
| disadvantage of voicemail is that it often results in | phone tag |
| disadvantage of email/voicemail is it reduces opportunities for __ __ | personal contact |
| limited to simple tasks, have short menus, & allow a caller to talk to a real person at any time during the call | well-designed voice mail systems |
| advantage of email over voicemail is ability to __ __ sending/receiving of email | easily document |
| advantage of email over voicemail is the opportunity to communicate with __ __ at one time | many people |
| advantage of email over voicemail is the potential for __ __ | quick responses |
| disadvantage of email is __ due to the absence of paralanguage | misinterpretation |
| disadvantage of email over voicemail is tendency to be too __ | informal |
| disadvantage of email over voicemail is increased likelihood of expressing __ __ that might not have been communicated in person | negative emotions |
| disadvantage of email over voicemail is tendency to not __ message | proof-read |
| preparing people for a meeting, schedule meeting, communicating common news, distributing memos, & summarizing conversations | appropriate uses of email |
| email eliminates the factors of __ & __, so it is easy to misinterpret meaning of an email | tone; body language |
| time demands of __ __ can result in negative employee attitudes | business meetings |
| uses large, open office areas without walls; separated into cubicles | open/landscaped office design |
| open/landscaped office design is also known as | cube farm |
| idea behind open/landscaped office designs is that employees will __ __ with one another | communicate better |
| idea behind open/landscaped office designs is easier __ __ without physical barriers of walls | employee supervision |
| all desks are placed in large area that is completely open | freestanding/bullpen design |
| desks are placed at uniform distances & are separated by panels into cubicle areas | uniform plans |
| use combination of designs so that different need of each worker can be accommodated | free-form workstations |
| wide hallway that runs through several departments | boulevard |
| advantage of boulevards path taking a through rather than around departments | encourages employee interaction |
| advantage of boulevard width is that it allows space for | impromptu employee communication |
| because landscaped/open office environments __ __, organizations have developed portable offices | reduce privacy |
| employee's computer, files, & supplies that can be wheeled into a walled office/cubicle when privacy is needed | portable offices |
| landscaped offices can lessen | productivity & job satisfaction |
| __ communication is transmitted through the grapevine | informal |
| grapevines are common because they provide employees with | information, power, & entertainment |
| increased use of __ has increased the importance of the grapevine | |
| single-strand, gossip, probability, & cluster are all | grapevine patterns |
| single-stand grapevine is similar to | children's game of telephone |
| in gossip grapevine, not everyone has a chance to | receive the message |
| research on grapevine found that employees could be | isolates, liaisons, or dead-enders |
| employees who both received most of the grapevine information and passed it onto others | liaisons |
| tend to be liaisons | managers |
| research has shown that the grapevine often contains a great deal of truth though it is often __ | incomplete |
| type of information contained in grapevine | gossip & rumors |
| both gossip & rumors contain __ __ information | poorly substantiated |
| in gossip the content of the message lacks significance to the | people gossiping |
| rumors contain information that __ __ to the lives of those communicating the message | is significant |
| rumor will occur when available information if | interesting & ambiguous |
| rumor serves the function of helping to __ __ of ambiguous information | make sense |
| rumor serves the function of helping __ potential threats | manage |
| gossip serves to entertain and | supply social information |
| personnel changes, job security, & external reputation of organization are | most common topics for rumors |
| rumor & gossip are often ways in which employees can relieve | stress & anxiety |
| rumor & gossip are often ways in which employees respond to perceived __ __ in a nonaggressive way | organizational wrongs |
| rumor & gossip are often ways in which employees maintain a(n) | sense of control |
| rumor & gossip are often ways in which employees increase __ in an organization | power |
| not all __ information is informal | horizontal |
| to increase the amount of job-related horizontal communications many organizations have adopted a practice of __ __ groups | self-managed work |
| interpersonal communication process begins w/sender __ & __ message across a communication channel | encoding; transmitting |
| interpersonal communication process ends w/another person __ & __ the message | receiving; decoding |
| interpersonal communications problems can occur when message person sends is | not the intended message |
| thing about what you want to communicate, practice what you want to communicate, & learn better communication skills are ways to | make sure message received is the intended message |
| in interpersonal communications, it is important to __ __ what you want to communicate | think about |
| communication errors can occur when you do not __ __ what you meant to say | actually say |
| communications can occur if you do not have the proper | communication skills |
| may mean one thing in one situation but something else in another | particular word |
| particular word may mean one things one one person and __ __ to another | something different |
| a particular word can have __ __ in another language | different meanings |
| it is important to be __ in the words we use | concrete |
| we are often vague in the way that we communicate because we want to | avoid confrontations |
| vagueness in communication allows us to | test the waters |
| vagueness in communication allows us to see what a person's __ __ might be before we say what we really mean | initial reaction |
| __ is a factor related to the use of words | gender |
| problems in communication __ __ as a result of the communication channel through which the message is transmitted | can occur |
| same message can be interpreted in __ __ based on the channel of communication used | different ways |
| transmitting a message through an inappropriate channel | interferes with the message's meaning & accurate interpretation |
| noise surrounding a __ __ can also affect the way a message is received | transmission channel |
| nonverbal cues often lead to | incorrect impressions |
| how we move and position our body | body language |
| when one's body faces another it is interpreted as a sign of | liking |
| when one's body it turned away from another it is interpreted as a sign of | dislike/lack of interest |
| communicated by interrupting others, leaning back in a chair, moving closer to someone, or sitting while others stand | superiority |
| making eyes contact implies | interest |
| in casual conversation, increased eye contact is interpreted as | sign of liking |
| can mean disinterest, discomfort, or embarrassment | lack of eye contact |
| person who makes eye while speaking but not while listening is perceived as being | powerful/dominant |
| raising or lowering the head or shoulder may indicate | superiority or inferiority |
| usually indicates liking, friendship, or nurturance | touching someone |
| when people __ they are more likely to purse their lips, raise their chin, fidget, & show nervousness than when then are not | lie |
| __ differences occur in use of nonverbal cues | gender |
| use of appropriate nonverbal cues is __ __ with interview scores | highly correlated |
| ways people make __ __ __ also provides nonverbal cues about their feelings & personality | use of space |
| given more space by others and at the same time take space from others | dominant/authoritative people |
| status figures increase space to established __ __ between themselves & the person with whom they are dealing | establish differences |
| use of space can enhance a person's status by adding a(n) | image of importance |
| intimacy, personal distance, social distance, & public distance are | major spatial distance zones in US |
| when intimacy zone is entered by strangers we generally feel | uncomfortable & nervous |
| more readily accepted from a higher-status person than from a lower-status person | tardiness |
| care must be taken when considering how others __ __ as there are tremendous cultural differences | use time |
| perceived as more intelligent, friendly, & enthusiastic | people with fast speech rates |
| men with high-pitched voices are considered | weak |
| women with high-pitched voices are considered | petite |
| people telling lies __ less | talk |
| people telling lies provide fewer __ | details |
| people telling lies __ words & phrases more often | repeat |
| people telling lies have more uncertainty & __ __ in their voice | vocal tension |
| people telling lies speak in __ __ than people telling the truth | higher pitch |
| simple changes in the __ used to communicate the message can change the entire meaning | tone |
| visitors to office with open desk arrangements perceive the office to be | more comfortable |
| visitors to office with open desk arrangements perceive the occupants as | friendlier & more trustworthy, open, interested, & extraverted |
| visitors rate people with __ offices as being active & busy | messy |
| visitors rate people with __ offices as being organized & introverted | clean |
| visitors rate people with __ offices as being active & achievement oriented | organized |
| visitors rate offices with plants & posters as | more comfortable, inviting, & hospitable |
| Chinese art of placement & design | Feng shui |
| according to Feng shui, desks should never be placed __ __ from a doorway | directly across |
| according to Feng shui, desks should always __ __ from a wall | face away |
| according to Feng shui, desks should never be placed in the __ of a room | center |
| did not decorate their office with anything other than standard furniture | dominant, achievement-oriented managers |
| had photographs & clocks hung in their office | more outgoing managers |
| had cartoons to shows that even though they were neat & compulsive, they also had a sense of humor | organized managers |
| occupants of __ offices used twice as many decorative items | windowless |
| amount of information contained in a message can affect the __ with which it is received | accuracy |
| when a message contains __ __ than we can hold in memory, information becomes leveled, sharpened, & assimilated | more information |
| when you __ some of the information in a message unimportant details are removed | level |
| when you sharpen the information in a message | interesting & unusual information is kept |
| when you assimilate some of the information in a message it is __ to fit your own beliefs & knowledge | modified |
| occurs when employee receives more communication than they can handle | communication overload |
| omission, error, queuing, escape, using a gatekeeper, or using multiple channels are all | adaptions/adjustments to reduce stress of communication overload |
| omission technique can work to reduce stress of communication overload if the overload is | temporary |
| omission technique to reduce stress of communication overload will be __ if an employee misses an important communication | ineffective |
| in an employee attempting to deal w/every message received, each processed message will contain a(n) | reception error |
| are not intentional but result from processing more than can be handled | processing errors |
| probability of error in communication can be reduced by making the message | redundant |
| probability of error in communication can be reduced having the recipient __ the message | verify |
| can be based on such variables as message's importance, timeliness, or sender | order of queuing |
| in using queuing method of handling communication overload all of the work will | eventually get done |
| queues are effective only if communication overload | is temporary |
| in using the queuing technique, if communication overload is constant, employee will | never reach message at end of queue |
| in prolonged communication overload a common employee response is escape, through | absenteeism/resignation |
| escape can be beneficial to employee if it __ mental & physical health by relieving stress | protects |
| response to communication overload by many __ is use of gatekeeper | executives |
| when communication overload occurs, employees will react in ways that | reduce the increased stress |
| organization must __ when communication overload occurs | recognize |
| when communication overload occurs organization must aggressively adopt a(n) __ __ to deal with it | acceptable strategy |
| most important communication skill that a supervisor should master | listening |
| 70% of white-collar workday is spent | communicating |
| a manager spends more __ __ than any other single activity | time listening |
| listening is a(n) __ | skill |
| listening __ is poor | effectiveness |
| in order to increase listening effectiveness the most important thing we can recognize is that every person has a particular | listening style |
| (LISTEN) leisure, inclusive, stylistic, technical, empathetic, & nonconforming | listening styles postulated by Attitudinal Listening profile |
| leisure listening is practiced by "good time" people who listen only for words that indicate | pleasure |
| inclusive listening in practiced by people who listen for the __ __ behind communications | main ideas |
| inclusive listening style can be an advantage when trying to cut through a jungle of | detail |
| inclusive listening style can be a disadvantage when detail | is important |
| stylistic listening is practiced by people who listen to the __ the communication is presented | way |
| stylistic listeners will not listen unless the speaker's | style is appropriate |
| stylistic listeners will not listen unless the speaker | looks the part |
| technical listening is practiced by those who want | just the facts |
| technical listeners __ & __ large amounts of detail | hears; retains |
| technical listeners does not hear | meaning of the details retained |
| empathic listening tunes into the __ of the speaker | feelings |
| empathetic listing is the most likely listening type to | pay attention to nonverbal cues |
| nonconforming listening is practiced by individuals who attend only to information that is | consistent to their own way of thinking |
| if nonconforming listeners does __ __ with a speaker, they will not listen to what the speaker says | not agree |
| nonconforming listeners will pay attention only to those people they consider to be | strong or have authority |
| becoming aware of your own listening style allows you to understand the __ you use when listening to others | filter |
| understanding the six listening styles can lead to | better communication with others |
| most practical method to gauge a listener's listening style is to use the person's __ __ as an indicator of listening style | speaking style |
| can be affected by the receiver's emotional state | interpretation of a message |
| factor that can affect the way in which a received message is interpreted | cognitive ability |
| affect our ability to interpret information we receive, as we process every piece of info that is consistent with our opinion | bias |
| one of most common methods to increase interpersonal communication skills is __ __ conducted by an outside consultant | training workshop |
| one approach to improving the quality of written communications concentrates on improving | the writer's skills |
| one approach to improving the quality of written communications concentrates on making | material easier to read |
| with increased use of email __ __ skills are more essential than ever | effective writing |
| consulting firms specialize in improvement of employee writing skills by teaching employees | the most important concepts of writing |
| Broadbent advises that writing can be improved when writers | value what they write |
| Broadbent advises that writing can be improved when writers set | personal standard & goals |
| Broadbent advises that writing can be improved when writers spend considerable time | doing their own editing |
| when trying to improve employees writing they need to analyze the audience's | readability |
| policy requiring that documents be written at a level that could be understood by the general public | plain talk |
| when using __ __ organization analyzes material to be read and then compares its readability level with typical education of employees who will read the document | readability indices |
| each readability index uses a slightly different | formula or method |
| all of the readability indices show reasonable __ | reliability |
| all of the readability indices __ __ with one another | correlate highly |
| has short sentences, uses simple rather than complicated words, & uses common rather than unusual words | easily read document |
| measured human interest level of reading material | Flesch |
| developed a method for determining readability of trait-based psychological tests | Tysinger & Pitchford |
| now contain readability indices to make it easier to determine the audience level for which the document was written | many word processing packages |
Created by:
lfrancois
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