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