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Human Resource
Q:
____________________ is the process of encouraging employees to share their feelings and ideas with their managers.
Q:
Eye contact, facial expressions, gestures, and personal space are all examples of ____________________.
Q:
Maria was recently promoted to management and discovers that some of her coworkers don't take her suggestions seriously. Her communication may be filtered by ____________________.
Q:
____________________ communication is a one-way process that transfers basic instructions such as instructions, policies, and data.
Q:
The communication process involves a number of filters. When the meaning of the words used in a communication is not clear because of their abstraction and lack of precise meanings, the communication problem is one of ____________________.
Q:
____________________ helps a communicator determine whether or not the information has been understood in the way they intended.
Q:
Using an informal e-mail address such as [email protected] appropriate in the business setting because it seems unintimidating.
Q:
Hearing and listening are both innate abilities.
Q:
Facebook, Twitter, and LinkedIn combine personal interaction and technology.
Q:
When managers demonstrate the desire to listen to their employees, employees still tend to keep ideas and complaints to themselves.
Q:
Social Media requires us to be better spellers, write our ideas clearly and continue to use communication etiquette.
Q:
In a typical organization, employees are eager to share ideas and point out problems. Hence, it is relatively easy for managers to build a climate that supports upward communication.
Q:
One of the best ways for management to cope with the grapevine is to identify the organization's information leaders and use them to timely and honestly clarify information heard via the grapevine.
Q:
Benefits of active listening can be stronger relationships, more and new information, and fewer misunderstandings.
Q:
When level of trust in an organization is low, it is best to communicate messages through the grapevine.
Q:
With the popularity of all the types of cell phones, smart phone, iPads and tablets, we can ignore many of the basics of communication etiquette.
Q:
The use of repetition, careful selection of words, and consideration of the timing of a message are all effective ways to improve personal communication.
Q:
The sender is 100 percent responsible for clear and effective communication.
Q:
When a speaker's verbal and nonverbal messages are conflicting, others tend to believe the verbal message.
Q:
Gestures are a transnational means of communicating, in that they have the same or universal meaning across cultures.
Q:
Men use communication to establish and maintain relationships.
Q:
Each country has a dominant language but most countries are multicultural.
Q:
Impersonal communication allows the person receiving the information to clarify vague or confusing information.
Q:
Terms like added valueor job satisfactionare examples of clear, concise language, not subject to semantics.
Q:
For true communication to take place, the message must be understood by the person receiving it in the same way the sender intended it to be understood.
Q:
Impersonal communication is the one-way transmission of facts, instruction, and the like.
Q:
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.
Refer to Case 2.1. As vice president of human resources, Cynthia wants to communicate the changes in benefits to the employees clearly with an opportunity for response. Her best communication tool for this would be
a. the grapevine.
b. the horizontal communication channel.
c. a memo from her department.
d. e-mail with a way for employees to ask questions.
Q:
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.
Refer to Case 2.1. The best way for B.F.E. to encourage feedback from the employees is to
a. create a nonthreatening environment.
b. communicate the plan change in a memo.
c. remember that women will be concerned with people issues, men with events and things.
d. make the employees accept responsibility for understanding the communication.
Q:
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.
Refer to Case 2.1. By listening to a representative of the group, Cynthia is
a. squelching grapevine communication.
b. using a formal horizontal channel to communicate.
c. being proactive in trying to build trust..
d. eliminating filters.
Q:
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.
Refer to Case 2.1. In order to better understand the disgruntled employees' concerns, Cynthia needs to
a. use clear, concise language.
b. use her active listening skills.
c. use horizontal communication.
d. engage in squelching grapevine communication.
Q:
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.
Refer to Case 2.1. The few employees have filtered the company's message through their
a. role expectations.
b. attitudes.
c. semantic filters.
d. gender bias.
Q:
Joshua got a promotion but the job involves moving to Brazil. He can be more successful if he:
a. talks with Brazilians living in America.
b. learns the lanaguage with tapes.
c. increases his cultural intelligence.
d. does a good job there.
Q:
The use of e-mail
a. offers greater privacy of the messages than normal written correspondence.
b. is effective in building rapport.
c. is always the quickest way to communicate.
d. has accelerated the pace of exchanging information.
Q:
One of the most effective ways to improve organizational communication is to
a. promote the use of the grapevine.
b. create a nonthreatening climate to encourage upward communication.
c. communicate everything in writing.
d. communicate everything vertically.
Q:
Nancy heard from Molly, a coworker, that Amy was going to become their new supervisor. Molly heard the news from John, a friend from another department. This is an example of which form of organizational communication?
a. Impersonal communication
b. Horizontal communication
c. Network communication
d. The grapevine
Q:
Horizontal communication within an organization carries messages
a. among people on the same level of authority.
b. between all employees.
c. between top executive levels and the lowest levels of the organization.
d. only in written form.
Q:
John (VP of finance), Evie (manager of accounting), and Rebecca (a staff accountant) are discussing an upcoming audit. In terms of organizational communication, this is an example of
a. the grapevine.
b. horizontal communication.
c. vertical communication.
d. telecommuting.
Q:
Amy informs her employees that they can offer any constructive criticism regarding her leadership style by placing anonymous notes in her mailbox. This is an example of
a. telecommuting.
b. informal communication channel.
c. formal communication channel.
d. upward communication.
Q:
Barbara wants to be a more empathic listener. To do that, she needs to
a. practice patience and be nonjudgmental when listening.
b. take notes and ask reflecting questions.
c. listen primarily for facts and avoid semantic confusion.
d. question what is said but demonstrate agreement with it.
Q:
Critical listening involves a number of important skills, including
a. being patient.
b. analyzing presented information.
c. using words carefully.
d. demonstrating a listening attitude.
Q:
Author Maggie Jackson's thinks that today's distracting high-tech culture has significantly diminished our ability to focus. It's difficult to think when there are/is
a. many disruptions.
b. many small jobs to do at one time.
c. continuous information streaming in.
d. all of the above
Q:
Mark has arrived at the company picnic and is looking forward to mingling with his colleagues on the relaxing beach shore. He spots his boss near the grill and approaches to chat. In this situation, Mark should chat at a
a. personal distance of 18 inches to 4 feet.
b. personal distance of 4 to 12 feet.
c. social distance of 18 inches to 4 feet.
d. social distance of 4 to 12 feet.
Q:
When verbal and nonverbal messages match,
a. it is critical to maintain eye contact.
b. it gives the impression that you can be trusted.
c. people can become suspicious of your intentions.
d. the verbal message is dominant.
Q:
The most communicative element of nonverbal communication is an individual's
a. words.
b. tone.
c. personal space.
d. eye contact.
Q:
Women use conversation as a way to
a. build and maintain relationships.
b. negotiate.
c. exchange information.
d. discover differences and uniqueness.
Q:
Rana has been promoted to Director. Many of her colleagues that worked with her when she was an assistant director may encounter challenges in working with her due to which filter?
a. Emotions
b. Role expectations
c. Nonverbal messages
d. Language and cultural barriers
Q:
Peter, marketing director at Shout, has been using PrintSmart products for years and feels that they have served Shout's marketing needs well. Beth, head of Shout's technology department, has discovered a new brand of products, TopPrint, and explains to Peter that she feels they should switch brands. Peter is having difficulty listening to Beth's perspective because of his favorable experience with PrintSmart. Peter's reaction to Beth is being filtered by
a. emotions.
b. role expectations.
c. gender bias.
d. attitudes.
Q:
Rosa and Andrew are discussing a project over the phone. Rosa, as Andrew's boss, tells him she wants to "hit a home run" with it. Rosa means she wants a winner; Andrew thinks she means that she wants to drop the project and get as far away from it as possible. This misunderstanding is an example of the communication filter of
a. emotions.
b. role expectations.
c. semantics.
d. attitudes.
Q:
William, VP of Operations, is talking via telephone with Javier, GM of the Mexico City plant, about an agreement William thought had been made several weeks ago. English is Javier's second language. What does the language difference represent that can make communication more complex?
a. Feedback
b. Filter
c. Message
d. Channel
Q:
Melinda, human resources director at Exceed, has noticed lately that several employees have been dressing inappropriately on Fridays. Melinda decides to revise the company's casual Friday policy and communicate it to employees by posting it on the company's e-bulletin board. This is an example of
a. horizontal communication
b. grapevine communication
c. interpersonal communication
d. impersonal communication
Q:
Effective communication involves the sender, receiver, message, and
a. feedback.
b. filter.
c. semantics.
d. interpersonal communications.
Q:
There are seven broad themes that emerge from the study of human relations. Identify three, and explain their influence on human relations skills.
Q:
What impact did Taylor's scientific management have on the development of human relations?
Q:
Explain the Hawthorne studies and how they contributed to the human relations movement.
Q:
Discuss why developing effective interpersonal relations in today's workplace can be very challenging.
Q:
Identify and describe three major forces that influence behavior at work.
Q:
What are the ways you benefit by studying Human Relations in the new millennium?
Q:
List and describe three of the trends in the workplace that have given a new dimension of importance to human relations.
Q:
When a lack of ____________________ exists in an organization, a decline in the flow of information almost always results.
Q:
____________________ means acquiring a better understanding of who you are and how your behavior influences other people.
Q:
Elton Mayo's study of the effect of illumination, ventilation, and fatigue on production workers came to be known as the ____________________.
Q:
Seven broad themes that emerge from the study of human relations are communication, self-awareness, self-acceptance, motivation, trust, self-disclosure, and ____________________.
Q:
Around the turn of the century, Frederick Taylor and other researchers tried to increase efficiency and productivity by applying the theory of ____________________.
Q:
____________________ refers to the interaction and ad-hoc network of relationships amongst workers in an organization.
Q:
The satisfaction of social needs, the provision of emotional support, and assistance in problem solving are the three main functions of ____________________.
Q:
____________________ is influenced by the deeply held values and behaviors of a small group of individuals within of a firm.
Q:
The concept that a person's characteristics are interdependent and part of a single employable system is referred to as ____________________.
Q:
____________________ is the study of why our beliefs, attitudes, and behaviors sometimes cause relationship problems in both our personal and work lives and how we can apply the knowledge.
Q:
Managers spend a great deal of their time involved in conflict resolution in the normal course of their work.
Q:
Low organizational trust can result in low productivity, poor communication, and slow decision making.
Q:
The study of interpersonal relations is more interested in the "why" of human behavior and less on how the knowledge can be applied to address problems in our work and personal lives.
Q:
Trust is a building block of all successful relationships with coworkers, customers, family members, and friends.
Q:
Many employees need training to become a team member.
Q:
The psychologist who developed the often-used "hierarchy of needs" was Abraham Maslow.
Q:
Managing healthy, effective interpersonal relationships requires that we also manage the relationship with our personal selves.
Q:
Elton Mayo discovered in the Hawthorne studies that employees create their own informal networks.
Q:
Scientific management worked in theory, but in some cases it dehumanized the workplace.
Q:
The human relations movement did not affect the perceived role of the worker nor organization.
Q:
The family has little influence on individual behavior at work.
Q:
Worker behavior on the job is frequently a reflection of how well the work environment accommodates each worker's unique characteristics.