Chapter 6 The Leader’s Role in Organizational Communication

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Question #1

What is one piece of advice that might help an individual with multiple bosses within a matrix-structured organization?

A Make sure all managers are familiar with your overall workload.

B Set a schedule so that you work with one manager on certain days and the other manager on other days.

C Avoid situations where you have multiple managers as they produce more conflict than benefits.

Question #2

Why do matrix structures often lead to power struggles and turf wars among managers?

A because more than one manager supervises each employee

B because each manager wants to supervise the smartest employees

C because manager pay is based on how many employees they supervise

Question #3

Which outcome can an organization expect when it employs a matrix structure?

A product managers better understanding their roles

B increased communication within the organization

C increased customer satisfaction

Question #4

Who do employees working in a matrix structure report to?

A a regional manager and a human resources specialist

B a product manager and a vice president

C a department manager and a project manager

Question #5

Which type of industry would likely benefit from an organic structure?

A social work

B software development

C car manufacturing

Question #6

What is the main difference between organic and mechanistic structures?

A Mechanistic structures promote innovation and change easily when necessary.

B Organic structures accommodate change with a flexible, decentralized hierarchy.

C Organic structures formalize even basic employee tasks to maximize efficiency and profit.

Question #7

A mechanistic structure would benefit a company that is trying to do which of the following?

A minimize costs

B encourage innovation

C promote initiative

Question #8

In which situation would it be appropriate for a business to use a functional structure?

A a turbulent environment with unpredictable change

B a stable environment with little change

C a growth environment with predictable but rapid change

Question #9

Which type of departmentalization would be used by a localized company with a vast and diverse amount of products?

A geographic

B divisional

C functional

Question #10

What is one difference between employees within functional versus divisional structures?

A Employees within a divisional structure tend to have one assigned task to perform for all of the organization’s services or products.

B Organizations with functional structures tend to have employees who are specialized.

C Organizations with functional structures tend to have departments based on geographic location.

Question #11

What is a disadvantage of a flat structure with few or no managers?

A They provide limited opportunities for employee collaboration.

B They provide limited opportunities for employee involvement.

C They provide limited opportunities for employee advancement.

Question #12

Which describes the hierarchy of a flat structure?

A Employees’ self-actualization needs are satisfied.

B Managers have a smaller span of control.

C Employees’ security needs are satisfied.

Question #13

What is one way that tall structures typically differ from flat structures?

A Fewer employees report to a single manager.

B Less supervision is given to individual workers.

C Fewer levels make up the overall hierarchy.

Question #14

At ACME Inc., the union contract is very explicit about employee work rules, the tasks each individual employee will perform, the pay each individual will receive, how each individual can move from one position to another, and so on. Which type of structure does this organization have?

A centralized

B decentralized

C formalized

Question #15

What is an advantage of formalization?

A It encourages innovation.

B It increases job satisfaction.

C It leads to consistent behavior.

Question #16

How can an organization benefit from centralization?

A Centralization improves communication.

B Centralization empowers employees to make decisions.

C Centralization can lead to efficiency in operations.

Question #17

What is a disadvantage of centralization?

A Limited organizational oversight may lead to unethical or illegal behavior.

B Employees may be given more authority and feel empowered.

C Companies may develop a relatively more negative emotional climate.

Question #18

What is organizational structure?

A how the work of teams and individuals is coordinated within an organization

B how an organization arranges cubicles and conference rooms in its office space

C how the goods and services of an organization are categorized by product line

Question #19

What gesture indicates the number five in Japan?

A pointing the thumb upward

B raising and waving the hand

C forming a “V” with two fingers

Question #20

How can a person’s cultural experience affect their communication with people across cultures?

A People in low-context cultures place a high value on establishing relationships prior to working with others.

B Words and gestures can have different meanings or context, and it can lead to miscommunication.

C Communication is unaffected because there are few differences in word meanings and nonverbal gestures across cultures.

Question #21

What is one professional practice that high-context cultures value more highly than low-context cultures?

A establishing relationships with people before working with them

B interpreting the terms of contracts differently in different situations

C negotiating deals quickly so everyone can start making money

Question #22

Your company is facing a crisis that will cause its stock to plummet and ruin its reputation for years to come. What is the best way to communicate to the public that you are on top of the situation and will be working toward a resolution?

A You should become the public face of the response and field all communication with the press.

B You should meet with the press, but make sure to give evasive answers so they can’t pin you down.

C You should ensure that those who are responsible are terminated immediately.

Question #23

Why might an advertising message delivered in a blog post seem more believable than a traditional ad?

A The blog post is emotional.

B The blog post is more visual.

C The blog post is less formal.

Question #24

How do public relations professionals hope their messages are perceived?

A as advertising paid for by their clients

B as the official positions of government officials

C as spontaneously generated public opinion

Question #25

What are external communications?

A any message or communication that is paid for by an organization

B any messages sent to stakeholders within an organization

C any messages sent to people outside an organization

Question #26

Which of these communication situations would elicit the most attentiveness from the receiver?

A manager to subordinate

B manager to manager

C subordinate to CEO

Question #27

What is one downside of using communications technology like videoconferencing?

A It’s hard to make eye contact with others.

B There aren’t many ways to collaborate with coworkers.

C It can be difficult to keep a healthy work-life balance.

Question #28

If you are interested in advancing your career, why should you not share information on social media that you would not share at work?

A Salespeople and marketers may see it.

B Potential employers or clients may see it.

C Close friends or family may see it.

Question #29

Generally speaking, how should you communicate important, emotionally complex information to someone at work or in another professional setting?

A speak in person or over the phone

B use plenty of emoticons in your email

C create a spreadsheet with the information

Question #30

How can you leverage communication channels to effectively convey messages?

A by only using communication channels of high richness when delivering messages to followers

B by matching the information richness of a communication channel to the goal of the message

C by banning emails and other written forms of communication from the workplace

Question #31

What distinguishes an information-rich communication channel?

A It packs more information into each byte of data.

B It conveys more nonverbal information.

C It costs more money for a given amount of information.

Question #32

A listener is preparing their comment or answer and not fully paying attention to the person speaking with them. What are they doing?

A actively listening

B rehearsing

C paraphrasing

Question #33

Which is a behavior that promotes effective listening?

A trying to actively understand the speaker

B asking probing questions to clarify a point

C showing concern for the speaker or for what is being said

Question #34

If you are a new employee, where should you seek guidance on appropriate workplace speech and conduct?

A from the opinion of the majority of your coworkers

B from the advice given in a video you found online

C from the written standards issued by your company

Question #35

Why is it important to avoid biased language?

A Biased language can be offensive.

B Every company has policies against using biased language.

C Biased language is too personal for the workplace.

Question #36

You are an accountant. With which person would it be appropriate to use your professional jargon?

A a manager from the finance department

B a customer struggling to understand a payment plan

C a vendor who maintains computer hardware

Question #37

What is one advantage of using jargon?

A It can allow messages to be sent more quickly.

B It can clarify information communicated to a general audience.

C It can prevent outsiders from learning company secrets.

Question #38

“I work for Google in its development department, mostly with Ruby on Rails, S3, Python, Java, and iOS.” What barrier to communication is seen in this statement?

A gossip

B filtering

C jargon

Question #39

What term literally means “meaning”?

A jargon

B semantics

C acronym

Question #40

How can gossip affect employees of an organization?

A Employees begin to give more credibility to information heard on the grapevine than to official communication channels.

B Employees begin to communicate effectively with each other or their higher-ups because they have easy access to gossip.

C Employees begin to ignore gossip as only small amounts of information is carried on the grapevine.

Question #41

What is the grapevine?

A an untrustworthy method of spreading mis- and disinformation through a company

B an official information system that leadership uses to make important announcements

C a peer-to-peer network through which employees share and receive information

Question #42

If you are a new employee, why would it be a good idea to avoid making sarcastic jokes at first?

A Your company might not allow jokes during working hours.

B Your coworkers might not realize that you are joking.

C Your manager might need to approve jokes in advance.

Question #43

Which of the following is an example of an emotional disconnect?

A Jordan misinterprets an email from their manager after hearing a rumor about possible layoffs.

B Abigail misses an important point during a conference call because she is texting a customer.

C Ethan ignores a voicemail from a client that he knows is unhappy with his performance.

Question #44

Why is multitasking while communicating an “illusion” that is considered inefficient in many situations?

A because it forces the brain to constantly refocus on different sources of information

B because it prevents the brain from being lulled to sleep by a boring meeting

C because it enables the brain to work at twice its normal speed

Question #45

What is information overload?

A the inability to process the vast amounts of messages we receive

B the large number of unwanted spam in our email inboxes

C the desire for peace and quiet when we leave work

Question #46

What is one possible benefit of selective perception?

A It can create disagreements between people with opposing opinions.

B It can limit information overload.

C It can prevent mistaken assumptions about things we see.

Question #47

What does it mean to “filter” information?

A limiting the medium used to communicate in order to maximize the clarity of a message

B describing all available information in order to portray the most accurate picture of a situation

C communicating only some of the available information in order to manage the listener’s reactions

Question #48

Which of these scenarios is an example of miscommunication?

A The sender encodes a message that the receiver decodes, but there is no noise.

B The receiver decodes a message differently than the sender intended.

C The receiver gives feedback on the sender’s message using a different medium.

Question #49

In the process model of communication, what is noise?

A anything that clarifies or adds meaning to the message between two people

B anything that interferes with communication between a sender and a receiver

C an audible distraction from what the speaker is trying to say

Question #50

In the process model of communication, what is encoding?

A writing a computer program

B translating ideas into words

C encrypting online messages

Question #51

Which sums up the main functions of communication within a company or organization?

A using clever messages to entertain coworkers and customers

B using information to coordinate and build rapport between people working together

C using diverse media to allow people to express individual artistic talent

Question #52

Research finds that poor communication in a large company can cost the organization upwards of $62 million per year. In contrast, companies with leaders who are highly effective communicators show higher stakeholder returns compared to companies whose leaders are ineffective communicators.

According to the text, what is a possible side effect of poor communication?

A increased market value

B increased employee satisfaction

C legal disputes

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Chapter 6 The Leader’s Role in Organizational Communication

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