I/O Psych Ch 11 Word Scramble

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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	email
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	email
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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