| A | B |
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| Due to perceptual filtering, people exposed to the same information will often disagree about what they saw or heard. | True |
| In the perceptual process, apprehension is the process of remembering interpreted information. | False |
| Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments. | True |
| In the perceptual process, interpretation is the process of incorporating new memories with old memories and creating the ability to recall both. | False |
| Selective perception is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations and screen out or not accept inconsistent information | True |
| The resistance bias is the tendancy for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble, and therefore, to use external attributions to explain the person's behavior. | False |
| When things go wrong in the workplace, workers are more likely to perceive events and explain behavior using an external attribution, and managers are more likely to make an internal attribution. | True |
| Feedback is not necessary in the communication process when the sender and receiver are both confident that they understand each other. | False |
| Horizontal communication flows among managers and workers who are at the same organizational level. | True |
| Another name gor the informal communication channel is the "grapevine". | True |
| One recommendation for managers wishing to improve formal communication is to decrease reliance on downward communication. | True |
| The two kinds on one-on-one communications are mentoring and vestibule training. | False |
| In nonverbal communicationm, the term kinesics is used to refer to the pitch, rate, tone, volume, and speaking pattern (i.e., use of silence, pauses, or hesitations) of one's voice. | False |
| According to the "Doing the Right Thing" box on protecting confidential information, it is the duty of all managers to protect their employees' private information. | True |
| Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted. | True |
| Involuntary listening is just as important as active listening, especially for managers, because it helps build rapport and trust with others. | False |
| The first step in successful cross-cultural communication is familiarizing yourself with a country's general work norms. | True |
| The four important temporal concepts that affect cross-cultural communication are appointment time, schedule time, discussion time, and acquaintance time. | True |
| Online discussion forums are the in-house equivalent of Internet newsgroups. | True |
| In general, blogs serve no valur in the corporate world. | False |
| _______ is the process of transmitting information from one person or place to another. | Communication |
| The last step in the perceptual proceess is: | retention |
| In the perceptual process, _______ is the process of remembering interpreted information. | activation |
| Which of the following statements about perception and perceptual filters is true? | People perceive according to personality-, psychology-, and experience-based filters. |
| The steps in the basic perception process include all of the following EXCEPT | analysis |
| In the perceptual process, _______ is the process of attaching meaning to new knowledge. | interpretation |
| ______ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know. | Closure |
| Marathon runner Mariah Li noticed the San Diego Zoo was prohibiting people in motorized wheelchairs from viewing the zoo's baby panda and saw nothing wrong with this policy. Tully Smythe, who is wheelchair-bound, saw the notice and felt he was being discriminated against because he could not use his wheelchair to access the panda site. This is an example of: | selctive perception |
| The retired founder of L.L. Beam spent much of his time sittingon a set of stairs where he could watch customers coming and going to his store. He typically dressed in old pants, well-worn flannel shirts, and a pair of muddy boots. Customers assumed he was a derelict. Those who recognized him thought of him as a real character. He was seen differently be different people due to: | selective perception |
| Estimates are that as many as 78 percent of women are likely to experience sexual coercion in the context of a date during their college years. When university students were surveyed about sex, dating, and date rape, 57 percent agreed with the statement, " You can pretty well tell a girl's charater by how she dresses," implying dress is related to likelihood of occurrence of date rape. What type of bias or error do these results indicate occured? | defensive bias |
| According to attribution theory, the defensive bias makes workers more likely to attribute their performance problems to: | situational causes |
| Someone experiencing a(n) ______ would be likely to take any negative criticism of his or her department personally. | self-serving bias |
| When things go wrong in the workplace, workers are more likely to attribute their problems to ______, while managers are more likely to attribute those same workers problems to _______. | external causes; internal causes |
| The conduit metaphor is a false assumtion that: | perceptual filters will not interfere with the recievers' understanding of the message |
| The ______ is the system of official channels that carry organizatinally approved messages and information. | formal communication channel |
| Hot topic is a fast-growing clothing chain targeted to the alternative teen demographic. Hot Topic's CEO is Betsy McLaughlin, who relies on her employees to locate new trends. McLaughlin almost daily consults with her employees for suggestions on what the stores should carry. After attending a Clown Posse concert, an employee suggested the stores should carry Faygo soda ( the kind the band sprays on audience memebers during a concert). The employee's suggestion was an example of ______ communication. | upward |
| When Scotiabank, one of Canada's largest financial service providers, wanted to develop a customer-focused sales and service culture, it avoided information overload by limiting the number of communication vehicles used. An executive team developed the plan through the use of ______ communication. | horizontal |
| How can managers improve formal communications? | by encouraging mcuh greater use of horizontal communication |
| An angry and defensive managerial reaction is a common problem associated with _______ communication. | upward |
| In the _____ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers. | gossip chain |
| In the ______ type of grapevine communication network, numerous people simply tell a few of their friends. | cluster chain |
| ______ is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior. | Coaching |
| In a wood-processing facility, a new management team proposed changes to the workers' compensation package, which the workers did not accept. They started a strike, which led to a negotiation stalemate. Then, management asked an outsider to analyze the communication structure among the employees because it felt that information about the proposed changes was not being effectively communicated to all employees. The outside consultant discovered that all employees understood the proposed changes. The outside consultant proved: | the validity of the grapevine |
| At its Huntsville, Alabama, Butterball plant, ConAgra has established a child daycare center for its employees who needed free child care so they could work at the plant. This is an example of an: | employee assistance program (EAP) |
| In nonverbal communication, the term _________ refers to movements of the body and face. | kinesics |
| In nonverbal communication, ________ is the pitch, rate, tone, volume, and speaking pattern (i.e., use of silences, pauses, or hesitations of one's voice. | paralanguage |
| Which of the following is one of primary tasks faced by managers who want to improve organizational communication? | managing organization-wide communication |
| Clarissa is unable to do her job efficiently because her supervisor comes into her office every fifteen minutes or so to ask irrelevant questions or to make unimportant comments. Clarissa is experienceing a problem with: | the use of an incorrect communication medium |
| Which of the following statements about listening is true? | all of these statements about listening are true. |
| Which of the following would be considered an involuntary physiological process? | hearing |
| _______ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said. | Active listening |
| To be a better listener, you should: | listen for what is not said |
| Which of the following is a strategy designed to help you become a better active listener? | paraphrase and summarize |
| Because it helps to build rapport and trust with others, _________ is especially important for managers. | empathetic listening |
| The first thing that managers need to recognize when communicating feedback one-on-one employees is that feedback can be: | constructive or destructive |
| _______ is feedback that is disapproving without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient. | Destructive feedback |
| _______ is feedback that is intended to be helpful, corrective, and /or encouraging, and is aimed at correcting performance deficiencies and motivating employees. | Constructive feedback |
| Feedback is more likely to be destructive than constructive when it is: | judgmental |
| The last step of empathetic listening requires managers to: | respond with feelings and then facts |
| According to the text, in order to increase the chances of effective cross-ciltural communication, managers need to be familiar with: | cultural work norms |
| Managers should know and use the address tems that people in a given culture use to address each other in the workplace to increase the chances for successful cross-cultural communication. Doing this will tend to _______ on the part of the person from the other culture who is being addressed(or spoken to). | reduce defensiveness |
| The United States and Canada tend to be fairly monochronic while Mexico tends to be polychronic. Some cultures mix both styles, such as the Japanese, who are monochronic when it comes to work, and polychronic in social situations. These two statements are discussinf how different cultures: | express different attitudes toward time |
| Differences in monochronic and polychronic time are demonstrated through understanding all of the following EXCEPT: | message time |
| For the Chinese, since time is cyclical, deadlines are not understood and therefore are not restrictive. Chinese see the negotiating process as an opportunity to elicit as much information as possible, particularly that of a technical nature. This reflects the Chinese culture's view of ________ time. | schedule |
| Which of the following communication channels plays an important role in BOTH one-on-one and organization-wide communication? | e-mail |
