Communication_Chaper1
22 Pages

Communication_Chaper1

Course Number: SPEECH 101, Spring 2012

College/University: Richland Community College

Word Count: 4796

Rating:

Document Preview

Excellence in Business Communication, 9e (Thill/Bovee) Chapter 1 Achieving Success Through Effective Business Communication 1) "Business Communication 2.0" refers to A) high-level correspondence as opposed to routine documents. B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication. C) specialized software that enables professionals to create...

Unformatted Document Excerpt
Coursehero >> Illinois >> Richland Community College >> SPEECH 101

Course Hero has millions of student submitted documents similar to the one
below including study guides, practice problems, reference materials, practice exams, textbook help and tutor support.

Course Hero has millions of student submitted documents similar to the one below including study guides, practice problems, reference materials, practice exams, textbook help and tutor support.

in Excellence Business Communication, 9e (Thill/Bovee) Chapter 1 Achieving Success Through Effective Business Communication 1) "Business Communication 2.0" refers to A) high-level correspondence as opposed to routine documents. B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication. C) specialized software that enables professionals to create impressive documents easily and efficiently. D) none of the above. Register to View AnswerDiff: 1 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication 2) Whereas Business Communication 1.0 tends to emphasize ________, Business Communication 2.0 focuses more on ________. A) discussion; lecture B) collaboration; isolation C) control; influence D) permission; intrusion Register to View AnswerDiff: 3 Page Ref: 3-4 Skill: Concept Objective: 1 AACSB: Communication 3) Most companies that embrace Business Communication 2.0 A) completely abandon the traditional approach to communication. B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees. C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach. D) do none of the above. Register to View AnswerDiff: 2 Page Ref: 4 Skill: Concept Objective: 1 AACSB: Communication 1 Copyright2011PearsonEducation,Inc. 4) One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be A) active participants in the communication. B) compliant listeners. C) passive recipients of the information the sender shares. D) any of the above. Register to View AnswerDiff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication 5) Which of the following is an example of Business Communication 2.0 in action? A) A manager sends out weekly newsletters to employees. B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems. C) An advertising firm creates a television commercial for a local automobile dealer. D) All of the above are examples of Business Communication 2.0. Register to View AnswerDiff: 2 Page Ref: 4 Skill: Application Objective: 1 AACSB: Communication 6) Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) none of the above. Register to View AnswerDiff: 2 Page Ref: 5 Skill: Concept Objective: 1 AACSB: Communication 2 Copyright2011PearsonEducation,Inc. 7) An example of internal communication would be A) an e-mail message from a manager to a supplier requesting updated prices on parts. B) an e-mail message from a sales manager to a salesperson asking for a report on travel expenses for a trade show. C) a phone call from a manager to a computer repair firm checking on the status of a printer being repaired. D) a fax from a magazine to an advertiser quoting new ad rates. Register to View AnswerDiff: 1 Page Ref: 5 Skill: Application Objective: 2 AACSB: Communication 8) An example of informal external communication would be A) on the golf course, a restaurant owner listening to a friend describe the poor service she recently received while dining at the restaurant. B) a group of friends discussing a product they have all recently purchased. C) two department managers from the same company talking business while eating lunch. D) all of the above. Register to View AnswerDiff: 2 Page Ref: 5-6 Skill: Application Objective: 2 AACSB: Communication 9) An example of downward communication is A) a junior staff person giving information to a staff supervisor. B) a sales manager giving instructions to a salesperson. C) an e-mail message about sick leave from one staff secretary to another. D) a company briefing held on the organization's top floor. Register to View AnswerDiff: 1 Page Ref: 6 Skill: Application Objective: 1 AACSB: Communication 10) An example of horizontal communication is A) a junior staff person giving information to a staff supervisor. B) a company briefing held on the organization's ground floor. C) an e-mail message about sick leave sent from one department secretary to a secretary in a different department. D) all of the above. Register to View AnswerDiff: 1 Page Ref: 6 Skill: Application Objective: 2 AACSB: Communication 3 Copyright2011PearsonEducation,Inc. 11) Every organization has A) an intranet. B) an extranet. C) an informal communication network. D) a tall communication structure. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 12) In most organizations, the rumor mill tends to be particularly active when A) employees are satisfied with their jobs. B) formal communication channels are working efficiently. C) employees are wasting company time. D) the formal communication network is not providing the information employees want. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 13) A casual conversation between co-workers is an example of A) upward communication. B) downward communication. C) interdepartmental communication. D) informal communication. Register to View AnswerDiff: 1 Page Ref: 6 Skill: Application Objective: 2 AACSB: Communication 14) Generally speaking, the informal communication network A) discourages employees from taking advantage of social media. B) has not affected the popularity of social media. C) has helped to spur the growth of social media. D) does none of the above. Register to View AnswerDiff: 3 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication, Technology 4 Copyright2011PearsonEducation,Inc. 15) Which of the following is not a characteristic of effective business messages? A) They provide practical information. B) They present the writer's opinions as facts. C) They state precise audience responsibilities. D) They highlight and summarize essential information. Register to View AnswerDiff: 2 Page Ref: 6-7 Skill: Concept Objective: 2 AACSB: Communication 16) A flatter organizational structure A) tends to decrease the chance of communication breakdowns. B) helps make communication flow more efficiently. C) can block effective communication by overburdening key individuals. D) does all of the above. Register to View AnswerDiff: 3 Page Ref: 9-10 Skill: Concept Objective: 3 AACSB: Communication 17) In which of the following organizational structures do employees report to two managers at the same time? A) Virtual organization B) Matrix structure C) Network structure D) none of the above Register to View AnswerDiff: 2 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication 18) Which of the following is not one of the four main ways to improve business communication? A) Acknowledge the importance of the situation. B) Minimize distractions. C) Adopt an audience-centered approach. D) Use constructive feedback. Register to View AnswerDiff: 2 Page Ref: 14-16 Skill: Concept Objective: 3 AACSB: Communication 5 Copyright2011PearsonEducation,Inc. 19) The term corporate culture refers to A) the number of organizational levels within a corporation. B) the extent to which corporations dominate a particular culture. C) the mixture of values, traditions, and habits that give a company its atmosphere and personality. D) a company's sponsorship of events such as concerts and plays. Register to View AnswerDiff: 1 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication 20) In the first step of the communication process, the sender A) decides what to say. B) chooses a communication channel. C) has an idea. D) chooses a communication medium. Register to View AnswerDiff: 1 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication 21) The final step in the communication process is A) receiving the message. B) sending the message. C) giving feedback to the sender. D) interpreting the message. Register to View AnswerDiff: 2 Page Ref: 11 Skill: Concept Objective: 2 AACSB: Communication 22) Business communication is often more demanding than social communication because communication on the job is affected by A) the pervasiveness of technology. B) the growing reliance on teamwork in business. C) the globalization of business. D) all of the above Register to View AnswerDiff: 2 Page Ref: 9 Skill: Concept Objective: 2 AACSB: Communication 6 Copyright2011PearsonEducation,Inc. 23) Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of A) problems with feedback. B) distractions. C) problems with background differences. D) overload problems. Register to View AnswerDiff: 2 Page Ref: 12 Skill: Application Objective: 4 AACSB: Communication 24) During a long meeting, you notice that you're only listening to parts of the message that directly involve you. You are engaging in A) discrimination. B) misreading. C) selective perception. D) stereotyping. Register to View AnswerDiff: 2 Page Ref: 13 Skill: Application Objective: 4 AACSB: Communication 25) In order for the audience to respond appropriately to a business message, they must A) remember the message. B) be able to respond to the message. C) be motivated to respond to the message. D) do all of the above. Register to View AnswerDiff: 2 Page Ref: 14 Skill: Concept Objective: 4 AACSB: Communication 26) To make your communication more effective, A) clearly address your audience's wants and needsnot yours. B) include as much information as possible, even if you're not sure it's necessary. C) send the same messages by multiple channels. D) do all of the above. Register to View AnswerDiff: 2 Page Ref: 14-16 Skill: Concept Objective: 3 AACSB: Communication 7 Copyright2011PearsonEducation,Inc. 27) Which of the following contributes to overcoming emotional distractions in business communication? A) A top-down management style B) Unspoken limits on the kinds of information that can be transmitted C) Recognizing your feelings and anticipating others' reactions D) High salaries and great benefits Register to View AnswerDiff: 2 Page Ref: 14 Skill: Concept Objective: 4 AACSB: Communication 28) The primary difference between constructive feedback and destructive feedback is that constructive feedback A) avoids all negative information. B) focuses on the people involved in the situation. C) is designed to stimulate improvement. D) does none of the above. Register to View AnswerDiff: 2 Page Ref: 16 Skill: Concept Objective: 3 AACSB: Communication 29) Information overload is A) a real problem that can lead to exhaustion and interfere with personal relationships. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) none of the above. Register to View AnswerDiff: 2 Page Ref: 23 Skill: Concept Objective: 5 AACSB: Communication, Technology 30) The "information technology paradox" refers to A) widespread confusion over how to utilize e-mail and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that information tools (such as e-mail) can waste as much time as they save. D) none of the above. Register to View AnswerDiff: 3 Page Ref: 23 Skill: Concept Objective: 5 AACSB: Communication, Technology 8 Copyright2011PearsonEducation,Inc. 31) Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is designed to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way. Register to View AnswerDiff: 2 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 32) All of the following are examples of unethical communication except A) using jargon. B) selective misquoting. C) distorting visuals. D) plagiarism. Register to View AnswerDiff: 2 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 33) Which of the following is an example of an ethical dilemma? A) Deciding whether or not to inform employees that layoffs are coming as they work on finishing a big project B) Deciding whether or not to sell company stock when you've received inside information on a coming downturn C) Deciding whether or not to use the copy machine for personal papers D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense Register to View AnswerDiff: 2 Page Ref: 25 Skill: Application Objective: 6 AACSB: Communication, Ethical Reasoning 34) Which of the following is an example of an ethical lapse? A) Putting unsigned suggestions in the company suggestion box B) Informing a new employer about your previous (competing) employer's major clients C) Telling your supervisor that another employee is stealing office supplies D) Providing incorrect data in a report, even though you did not know it was incorrect at the time Register to View AnswerDiff: 2 Page Ref: 25 Skill: Application Objective: 6 AACSB: Communication, Ethical Reasoning 9 Copyright2011PearsonEducation,Inc. 35) To help establish clear guidelines for ethical behavior, many companies provide employees a written A) ethics audit. B) ethical dilemma. C) ethical lapse. D) code of ethics. Register to View AnswerDiff: 1 Page Ref: 27 Skill: Application Objective: 6 AACSB: Communication, Ethical Reasoning 36) The only real difference between the "1.0" and "2.0" approaches to business communication is that 2.0 involves using more communication technology. Register to View AnswerDiff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication 37) The 2.0 approach to business communication emphasizes interaction and conversation among senders and audiences. Register to View AnswerDiff: 2 Page Ref: 4 Skill: Concept Objective: 1 AACSB: Communication 38) Most organizations that embrace the 2.0 approach to business communication will still follow a more traditional approach for some communications (such as strategic plans and policy documents). Register to View AnswerDiff: 3 Page Ref: 4 Skill: Application Objective: 1 AACSB: Communication 39) Despite predictions to the contrary, social media tools (such as blogs, podcasts, and wikis) have had relatively little influence on the way companies communicate with customers. Register to View AnswerDiff: 2 Page Ref: 4-5 Skill: Concept Objective: 1 AACSB: Communication 10 Copyright2011PearsonEducation,Inc. 40) Using podcasts for employee training purposes is an example of the 2.0 approach to business communication. Register to View AnswerDiff: 2 Page Ref: 4 Skill: Concept Objective: 1 AACSB: Communication 41) Downward communication flows from employees to executives, providing accurate, timely reports on problems, trends, opportunities, grievances, and performance. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 42) Most of the information that flows downward in an organization is geared toward helping employees do their jobs. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 43) Upward communication generally helps executives solve problems and make intelligent decisions. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 44) Within organizations, formal communication is upward and downward, while informal communication is always horizontal. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 45) The rumor mill tends to be most active when employees receive too much information about their company. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 11 Copyright2011PearsonEducation,Inc. 46) Because external communication is carefully orchestrated, almost none of it occurs informally. Register to View AnswerDiff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 47) Informal external communication (such as conversations with your neighbors regarding your company's products) is generally less important than formal communication. Register to View AnswerDiff: 3 Page Ref: 6 Skill: Application Objective: 2 AACSB: Communication 48) Effective communication eliminates the need for feedback from the audience. Register to View AnswerDiff: 1 Page Ref: 6-7 Skill: Concept Objective: 3 AACSB: Communication 49) Despite increased market globalization, the nature of business communication has not changed much in recent years. Register to View AnswerDiff: 2 Page Ref: Concept Objective: 9 Skill: 2 AACSB: Communication, Multicultural and Diversity 50) Among other factors, the globalization of business has decreased the demand for skilled communicators. Register to View AnswerDiff: 2 Page Ref: 9 Skill: Concept Objective: 2 AACSB: Communication, Multicultural and Diversity 51) Knowledge workers specialize in acquiring, processing, and communicating information. Register to View AnswerDiff: 2 Page Ref: 9 Skill: Concept Objective: 2 AACSB: Communication 12 Copyright2011PearsonEducation,Inc. 52) Flatter organizational structures generally create less distortion when it comes to internal communication. Register to View AnswerDiff: 2 Page Ref: 9-10 Skill: Concept Objective: 3 AACSB: Communication 53) The more links in the formal communication chain, the greater the opportunity for distortion of messages. Register to View AnswerDiff: 2 Page Ref: 9-10 Skill: Concept Objective: 3 AACSB: Communication 54) Workforce diversity includes differences not only in race but also in gender and education. Register to View AnswerDiff: 2 Page Ref: 9 Skill: Concept Objective: 2 AACSB: Communication, Multicultural and Diversity 55) Employees should avoid strong negative feedback at all costs. Register to View AnswerDiff: 2 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication 56) The goal of an open communication climate is to eliminate the need for any feedback. Register to View AnswerDiff: 2 Page Ref: 10 Skill: Concept Objective: 3 AACSB: Communication 57) The communication process is a simple one consisting of only two steps: the sender transmits the message and the receiver gets the message. Register to View AnswerDiff: 2 Page Ref: 10-11 Skill: Concept Objective: 2 AACSB: Communication 13 Copyright2011PearsonEducation,Inc. 58) "Noise" refers to any interference that prevents the audience from receiving your message. Register to View AnswerDiff: 2 Page Ref: 12 Skill: Concept Objective: 3 AACSB: Communication 59) Successful organizations usually avoid the need for feedback. Register to View AnswerDiff: 2 Page Ref: 12 Skill: Concept Objective: 3 AACSB: Communication 60) Multitasking generally enhances the quality of employees' communication. Register to View AnswerDiff: 3 Page Ref: 12 Skill: Concept Objective: 3 AACSB: Communication 61) Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication. Register to View AnswerDiff: 2 Page Ref: 12 Skill: Concept Objective: 3 AACSB: Communication 62) In business, you can usually count on having your audience's full attention for important messages. Register to View AnswerDiff: 3 Page Ref: 12 Skill: Concept Objective: 3-4 AACSB: Communication 63) Too much information is always better than not enough. Register to View AnswerDiff: 1 Page Ref: 23 Skill: Concept Objective: 3 AACSB: Communication 14 Copyright2011PearsonEducation,Inc. 64) If a long report requires no action from recipients, it's best not to mention that fact to ensure that they read the report. Register to View AnswerDiff: 3 Page Ref: 23 Skill: Concept Objective: 3 AACSB: Communication 65) Effective communicators tag all e-mail messages as "urgent" to make sure the audience responds. Register to View AnswerDiff: 1 Page Ref: 23 Skill: Concept Objective: 3 AACSB: Communication 66) As long as employees get the job done, most companies are not concerned with employees meeting expectations of business etiquette. Register to View AnswerDiff: 2 Page Ref: 17 Skill: Concept Objective: 3 AACSB: Communication 67) Ethics can be defined as not doing anything illegal. Register to View AnswerDiff: 2 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 68) Plagiarism is only a problem in the classroom. In the business environment, it's just another term for information sharing. Register to View AnswerDiff: 2 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 69) A message that is intended to mislead or manipulate the audience is unethical, even if its content is true. Register to View AnswerDiff: 3 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 15 Copyright2011PearsonEducation,Inc. 70) When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse. Register to View AnswerDiff: 2 Page Ref: 25 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 71) Social ________ tools such as blogs, wikis, and podcasts have paved the way for companies to embrace the "2.0" approach to business communication. Answer: media Diff: 1 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication, Technology 72) With the widespread popularity of Business Communication 2.0, many organizations have adopted a(n) ________ strategy in which some communications follow the traditional approach and others follow the 2.0 approach. Answer: hybrid Diff: 2 Page Ref: 4 Skill: Concept Objective: 1 AACSB: Communication 73) The 2.0 approach to business communication tends to generate ________ message frequency than a traditional approach. Answer: higher OR greater Diff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication 74) Communication is the process of transferring ________ and ________ between senders and receivers. Answer: information; meaning Diff: 2 Page Ref: 5 Skill: Concept Objective: 1 AACSB: Communication 75) Groups affected in some way by a company's actions are referred to as ________. Answer: stakeholders Diff: 1 Page Ref: 5 Skill: Concept Objective: 2 AACSB: Communication 16 Copyright2011PearsonEducation,Inc. 76) Workforce ________ refers to all the differences among the people you come into contact with on the job, including age, gender, sexual orientation, education, and so forth. Answer: diversity Diff: 2 Page Ref: 9 Skill: Concept Objective: 2 AACSB: Communication, Multicultural and Diversity 77) A(n) ________ is the mixture of values, traditions, and habits that give a company its atmosphere or personality. Answer: corporate culture Diff: 2 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication 78) When a sender puts an idea into a message, the sender is ________ the idea. Answer: encoding Diff: 2 Page Ref: 11 Skill: Concept Objective: 2 AACSB: Communication 79) Selective ________ is the process of distorting or ignoring information that does not fit one's view of reality. Answer: perception Diff: 2 Page Ref: 13 Skill: Concept Objective: 3 AACSB: Communication 80) For an audience to respond appropriately to your message, its members must ________ the message long enough to act on it and be ________ to respond as you wish. Answer: remember; able OR motivated Diff: 2 Page Ref: 13 Skill: Concept Objective: 4 AACSB: Communication 81) Understanding and respecting the members of your audience and making every effort to get your message across in a meaningful way is necessary to adopt a(n) ________ approach. Answer: audience-centered Diff: 2 Page Ref: 14 Skill: Concept Objective: 3 AACSB: Communication 17 Copyright2011PearsonEducation,Inc. 82) According to the "information technology ________," information tools such as e-mail and the Internet can waste as much time as they save. Answer: paradox Diff: 3 Page Ref: 23 Skill: Concept Objective: 5 AACSB: Communication, Technology 83) ________ are the accepted principles of conduct that govern behavior within a society. Answer: Ethics Diff: 2 Page Ref: 24 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 84) An ethical ________ involves choosing between conflicting alternatives that are not clearcut. Answer: dilemma Diff: 1 Page Ref: 25 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 85) An ethical ________ involves making a clearly unethical or illegal choice. Answer: lapse Diff: 2 Page Ref: 25 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 86) List three social media tools that have inspired and enabled a more conversational approach to business communication. Answer: These social media tools include blogs, podcasts, and wikis. Diff: 2 Page Ref: 4 Skill: Concept Objective: 1 AACSB: Communication, Technology 87) Briefly describe at least one hypothetical or actual example of an organization utilizing the 2.0 approach to business communication. Answer: (Answers may vary.) One example would be an online software vendor encouraging customers to review software titles they have purchased and then post those reviews on the vendor's website for other customers to access. Diff: 2 Page Ref: 4 Skill: Application Objective: 1 AACSB: Communication, Reflective Thinking 18 Copyright2011PearsonEducation,Inc. 88) What is the relationship between Web 2.0 and Business Communication 2.0? Answer: Web 2.0 refers to second-generation of World Wide Web technologies such as blogs, wikis, and podcasts. Business Communication 2.0 is a convenient label for a new, conversational approach to business communication that was inspired and enabled by these social media tools. Diff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication, Technology 89) How does the primary function of upward-flowing communication differ from that of downward-flowing communication? Answer: Communication that flows upward mainly helps executives solve problems and make intelligent decisions. On the other hand, communication that flows downward is geared primarily toward helping employees do their jobs. Diff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication 90) When does the rumor mill tend to be most active within an organization? Include an example of a situation that might cause the rumor mill to become more active. Answer: The informal communication network or "grapevine" tends to be most active when employees believe the formal network is not providing the information they want. For example, if employees are worried about possible layoffs but managers do not address the topic, the grapevine would probably become more active. Diff: 2 Page Ref: 6 Skill: Application Objective: 2 AACSB: Communication 91) What does it mean for an audience to "decode" a message? Answer: The audience decodes a message by extracting the ideas from it. Decoding is the sixth step in the communication process. Diff: 2 Page Ref: 11 Skill: Concept Objective: 2 AACSB: Communication 92) Briefly explain the nature and importance of the final phase in the communication process. Answer: The final phase in the communication process occurs when the receiver provides feedback for the sender. Feedback enables the sender to evaluate the effectiveness of the message. Diff: 1 Page Ref: 11 Skill: Concept Objective: 2 AACSB: Communication 19 Copyright2011PearsonEducation,Inc. 93) How can the exchange of numerous messages become a barrier to effective communication? Answer: The sheer number of messages that people receive on the job can be distracting. Too many messages can result in information overload, which not only makes it difficult to discriminate between useful and useless information but also amplifies workplace stress. Diff: 2 Page Ref: 23 Skill: Concept Objective: 2-4 AACSB: Communication 94) To adopt an audience-centered approach to communication, what do you need to learn about your audience? List at least three specific examples. Answer: An audience-centered approach requires learning as much as possible about the receiver's biases, education, age, status, style, and personal and professional concerns. Diff: 2 Page Ref: 14 Skill: Application Objective: 3 AACSB: Communication 95) Briefly explain the difference between an ethical dilemma and an ethical lapse. Answer: You face an ethical dilemma when you must choose between two or more conflicting alternatives that are not completely right or completely wrong. An ethical lapse, on the other hand, occurs when you make a choice that is clearly unethical and or illegal. An ethical dilemma can lead to an ethical lapse but doesn't necessarily do so. Diff: 2 Page Ref: 25 Skill: Concept Objective: 6 AACSB: Communication, Ethical Reasoning 96) Briefly define Business Communication 2.0, and explain how it differs from a more traditional approach to business communication. Answer: Business Communication 2.0 is a convenient label for a new social communication model that is transforming the ways organizations communicate. Unlike the traditional (or "1.0") approach, which is characterized by a "we talk, you listen" model, this new approach is conversational and interactive, encouraging audiences to become active participants in the dialogue. Diff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication 20 Copyright2011PearsonEducation,Inc. 97) Describe five characteristics of effective business messages. Answer: Effective business messages provide practical information that immediately helps receivers in concrete ways. They also give facts rather than vague impressions, focusing on what is rather than on what could, should, or might be. They present information in a concise, efficient manner. Effective business messages also state precise expectations and responsibilities and offer compelling, persuasive arguments and recommendations. Diff: 2 Page Ref: 6-7 Skill: Concept Objective: 2 AACSB: Communication 98) Briefly describe the eight steps of the communication process. Answer: The first step in the communication process occurs when the sender has an idea and decides to share it. Second, the sender encodes the idea as a message that the receiver will understand. Third, the sender produces the message in a transmittable medium. Fourth, the sender transmits the message through a channel (such as a face-to-face conversation or an email). Fifth, the audience receives the message. Sixth, the audience decodes the message by extracting the idea from it. Seventh, the audience responds to the message. Eighth, the audience provides feedback that helps the sender evaluate the effectiveness of the communication effort. Diff: 3 Page Ref: 10-11 Skill: Concept Objective: 2 AACSB: Communication 99) Describe four common types of communication barriers. Answer: Four common types of communication barriers are noise and distractions, competing messages, filters, and channel breakdowns. Noise and distractions can be both physical and emotional and are especially common due to the widespread habit of multitasking. Competing messages make it difficult to gain and keep your audience's attention and can result in information overload, which makes it difficult to distinguish between useful and useless information and increases workplace stress. Messages can be blocked or distorted by filters, which are any human or technology intervention between the sender and the receiver. Filtering can be intentional or unintentional. Finally, channel breakdowns occur when the channel you select fails to deliver your message at all. Diff: 3 Page Ref: 12 Skill: Concept Objective: 3 AACSB: Communication 21 Copyright2011PearsonEducation,Inc. 100) Describe five strategies for overcoming communication barriers, and briefly explain what each one of these strategies requires. Answer: The first strategy for overcoming common communication barriers is to minimize distractions by reducing noise and interruptions and sending fewer messages. Second, adopt an audience-centered approach. Doing so requires learning as much as possible about your audience and tailoring your message to suit the receiver's needs and point of view. Third, effective communication requires fine-tuning your business communication skills. Fourth, provide and respond to constructive feedback. This involves focusing on the process and outcomes of communication (not the faults or failures of the people involved) and learning to view your work as something you can improve. Finally, be sensitive to business etiquette, since the way you conduct yourself can have a profound impact on your company's success and reputation. Diff: 3 Page Ref: 15-17 Skill: Concept Objective: 3 AACSB: Communication 22 Copyright2011PearsonEducation,Inc.
MOST POPULAR MATERIALS FROM Richland Community College