$14.90
BUSI 310 Quiz 4 Communication & Change solutions complete answers
BUSI 310 Quiz 4 Communication & Change solutions complete answers
In a conversation during lunch, Gordon was casually discussing with other managers how they can improve the competition and team spirit within the organization by arranging a soccer match between different departments. This organizational communication exemplifies
Companies trying to change the structure of an industry are
In an emotional situation, oral communication may be preferred over other types because
Executives in defender firms are most likely to
The CEO of Regency Jewelry announced to his vice presidents, "Effective immediately, we will no longer do business with Sapphire Industries. I have encountered too many instances of unethical communications from their executives. More specifically, I have heard them __________ to achieve personal gain."
A __________ is a focused organizational effort to create a new product or process via technological advances.
The CEO of a multinational company plans to implement certain new corporate processes to be phased in globally for increased efficiency and productivity. First, he wishes to inform every employee of the impending change and ensure that they fully understand its implications. What is the advantage of sending an e-mail describing the changes and its benefits?
__________ technologies, such as mobile Internet, have proved effective but offer a strategic advantage because not everyone knows or uses them.
"Boss, I frequently hear gossip and rumors on the grapevine—some of it rather disturbing. How do you advise that I deal with this information?" asked Ramos. His boss replied, "In my experience as an employee and as a manager, I advise you to
Bill, an American sales manager, travels to Argentina to make a business presentation. His counterpart, Carlos, does not speak English very well. During the presentation, when Bill pauses after a question, Carlos takes a long time to respond. When he does respond, he uses poor grammar and mispronunciations. How should Carlos's reaction be interpreted?
An advantage of using digital media at work is that it
Ted prefers one-on-one conversation. His coworker Trent agrees that type of communication has its place, but that digital communication at work, such as e-mail, Twitter, and Facebook, has a key advantage in that
Ike, a senior employee, has been asked to monitor the activities of some new employees and report to his boss if he finds them engaged in activities that are not work related. Ike does find them spending far too much time on social networking sites. However, instead of reporting this, he advises the new employees to refrain from using those sites in the future. Moreover, he tells his boss that they were doing their work effectively. In this scenario, Ike has engaged in
What communication strategy is used in the business world to communicate directly with the external environment—for example, by sharing information about product uses or corporate social responsibility efforts?
A disadvantage of joint ventures as a means to acquire new technology is that
"Bates, how are you handling gossip in your department? I'm sure that you and your team are hearing the same disturbing rumors that we are hearing. My department is spending too much time exchanging gossip, and morale is very low," said Megan. Bates replied, "I strive to manage the grapevine. If I hear a story that might get out of hand, I talk to the key people involved. I prevent rumors by dispelling __________. Finally, I __________ rumors once they have started."
__________ intervention involves improving conflict resolution, team building, communication, and leadership.
When giving his report, Cranston tells the division vice president that the project will be completed on time but fails to tell her that it will come in way over budget. What communication pitfall is taking place?
Which statement is accurate regarding perception?
Viola met her manager to discuss an issue she was facing in the office. During the meeting, her manager's phone was constantly ringing. This made it difficult for Viola to explain her problem clearly. Her manager, distracted by the ringing phone, did not grasp the significance of the problem and sent Viola back with half-hearted promises to take appropriate action. In this scenario, the ringing telephone represents
Faith works as a senior manager and as part of her improvement program, she asked her team members to reveal issues in her leadership style. Nobody criticized Faith because they knew that she liked being praised by her peers and friends. In this scenario, the team members were engaged in
An advantage of one-way communication over two-way communication is that it
E-mail is most appropriate for
Wilson sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of
The antilock braking system is a desired feature that can provide automobiles a significant competitive edge. However, it is not used uniformly by every automobile company. Thus, this technology is best grouped under __________ technologies.
For managers, good listening begins with
Parul’s manager, James, told her not to share an e-mail with anyone because of its proprietary information, but another manager asked her to forward it to him, saying that James approved. Without asking for a written request, Parul forwarded the e-mail. When James found out, he said Parul was guilty of being insubordinate, refusing to believe her story. What was the disadvantage of the oral communication between Parul and the second manager?
Tracie comes home after a hard day at the office. Her young son begins to explain about how he got selected for his school's soccer team. However, Tracie is unable to pay attention out of sheer exhaustion. In this context, Tracie’s fatigue represents __________ in the communication process.
Which statement is accurate regarding one-way communication as compared to two-way communication?
The richest media are
The managers that lead change most effectively establish a sense of
"It's been two days since I sent the e-mail, and I still haven't heard back from the client. I just don't know how he feels about the bad news I had to deliver," said Simon. His boss replied, "Why don't you call him? You know that a disadvantage of written communication is that
A start-up and an established company have entered into a business agreement. In this arrangement, the established company will provide capital and other resources and the start-up will contribute its technological expertise. This method of acquiring new technology is known as
In conversation, coolness, lack of interest, and a feeling of superiority are all signals of
During the __________ stage, management realizes that its current practices are no longer appropriate and the company must break out of its present mold by doing things differently.
An entrepreneur wanted to sell combination washing and drying machines in a tropical country. To his disappointment, he found that nobody wanted to buy these machines. He realized that the dry climate of the country contributed to his failure. People usually hung their washed clothes out in the sun to dry. The lack of __________ was responsible for the failure of his product.
Hugh, a manager, has just received some bad news from his foreign counterpart about an ongoing negotiation. Disturbed and distracted, he is trying to understand the extent of the damage and what it means for his division. In this scenario, Hugh is the __________. He is working to __________ the message and __________ its meaning.
The CEO shared the company’s financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects with all senior and mid-level managers at the annual retreat. The CEO is engaging in
A sales professional from Germany and a potential client from India are having problems understanding each other’s expectations while attempting to negotiate a services contract. This is most likely because
Select the activity that is NOT a vital source of useful observations regarding nonverbal communications.
_______ is used in the business world to communicate with the external environment—for example, by sharing information about product uses or corporate social responsibility efforts.
Sage met her manager to discuss an issue she was facing in the office. During the meeting, her manager's phone was constantly ringing. This made it difficult for Sage to explain her problem clearly. Her manager, distracted by the ringing phone, could not grasp the significance of the problem and sent Sage back with half-hearted promises to take appropriate action. In this scenario, the ringing telephone represents
Keeping the technology proprietary is accomplished through
Sergei, a scientist, invented a method of using solar energy to power electrical devices. However, the cost of using the method on a large scale was prohibitive. Hence, his invention was not adopted by his target customers. The lack of _____ was the reason for the failure of his invention.
Flexible manufacturing practices such as mass customization, just-in-time, and concurrent engineering are examples of
Michael, the CEO of a multinational company, has decided to implement certain new corporate processes to be phased in globally for increased efficiency and productivity. First, he wishes to inform every employee of the impending change and ensure that they fully understand its implications. Which of the following is a reason why he should send an e-mail describing the changes and its benefits?
Rolando, a senior employee, has been asked to monitor the activities of some new employees and report to her if he finds them engaged in activities that are not work related. He finds them spending far too much time on social networking sites. However, instead of reporting this, he advises the new employees to refrain from using those sites in the future. Moreover, he tells Alexa that they were doing their work effectively. In this scenario, Rolando has engaged in
The companies that lead change most effectively establish a sense of
Emma took an extended break from work because she wanted to take a three-month course in geneaology. However, her supervisor refused to grant her leave, explaining to her in a face-to-face meeting that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Emma understood and consented to stay. Why was oral communication more appropriate than written communication for Matthew to use in this situation?
Select the least rich communication medium.
Jacob sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of
_____ compares an organization's practices and technologies with those of other companies.
"Kris, how are you handling the grapevine in your department? I'm sure that you and your employees are hearing the same disturbing rumors that we are hearing. My department is spending too much time exchanging gossip, and morale is very low," said Mike. Kris replied, "I strive to manage the grapevine. If I hear a story that might get out of hand, I talk to the _____ involved. I prevent rumors by dispelling _______. Finally, I _______ rumors once they have started."
An advantage of purchasing technology already available in products or processes is that
_____________ technologies are still under development, and managers might not want to invest in them until they have been developed more fully.
Sierra, a working mother, comes home after a hard day at the office. Her seven-year-old son, Jordan, wants to tell her about his day at school. He begins to explain about how he got selected for his school's soccer team. However, Sierra is unable to pay attention to her son out of sheer exhaustion. In this context, Sierra's fatigue represents _____ in the communication process between herself and her son.
In the context of companies trying different strategic postures to compete in an uncertain future, _____ are those who take the current industry structure and its future evolution as givens and choose where to compete.
_______ is the degree to which a communication channel conveys information.
Select the true statement regarding electronic messages.
When making a presentation to an audience who speaks a different language,
_____ problems arise when the receiver doesn't listen carefully or reads too quickly and overlooks a key point.
A function of a product champion is to
_______ is a process in which information flows in a single direction, from a sender to a receiver, with no feedback loop.
______ is the process of receiving and interpreting information.
An advantage of technology trading is that it
Even though _____ technologies have yet to prove their full value, they have the potential to alter the rules of competition.
_____ refer to special temporary project structures established by a company that are isolated from the rest of the organization and allowed to operate under different rules.
The richest media
_________ is when an organization asks itself about whether to acquire new technology from an outside source or develop it internally.
_____ is best described as anticipating and preparing for an uncertain future.
Noor complained, "Too many of my staff hear what they want to hear, instead of what I tell them." His manager, Sivan, replied, "Do not get too frustrated. Remember, it is a human tendency to ______________ subjectively, and this tendency results in ineffective communication."
When sending powerful and persuasive messages, you need to avoid messages that are
Two of Ian's subordinates approached him to resolve a work-related conflict between them. Ian decided upon a solution and framed an e-mail to inform his subordinates. However, one of the subordinates might be offended by Ian's decision. Which of the following is a reason why he should avoid using e-mail to resolve the conflict?
Needs that customers acknowledge and try to satisfy are
An advantage of oral communication is that the
_____ is best described as a systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness.
A disadvantage of purchasing technology that already is available in products or processes is that
Dillion is being trained at his new job, but is having trouble communicating with his trainer, Amber. As a result, Amber feels that Dillon is negative and not willing to work. Even when talking with him, she still feels he is insincere because she has preconceived notions from his past behavior. In this scenario, Amber's _______ does not allow her to interpret Dillon's statements correctly.
_______ communication moves upward, downward, or horizontally.
To communicate effectively with someone who speaks a different language, ______________________ should be avoided.
Matt, a human resource manager, wants to inform all the employees about the annual renewal of the health care policy adopted by the company. The message will be simple and routine. Based on media richness, which of the following would be the most appropriate medium to communicate this message?
Select the true statement regarding one-way communication as compared to two-way communication.
An advantage of electronic communication within organizations compared to other methods is that
"Boss, I frequently hear gossip and rumors on the grapevine—some of it rather disturbing. How do you advise that I deal with this information?" asked Bobby. Sam replied, "In my experience as an employee and as a manager, I advise you to
Swift Corporation is a company where information is available as needed, moving quickly and easily enough that it functions far better as a whole team than as separate parts. Swift Corporation is a __________ organization.
A disadvantage of licensing as a means of acquiring new technology is that
A disadvantage of oral communication is that
Select a defining characteristic of prospector firms.
_____ communication is the richest medium because it offers a variety of cues in addition to words.
A function of a technical innovator is to
Leopold, a manager, instructed his subordinate, Allison, to remind her staff that any request for overtime-pay work this weekend could only be authorized by the division manager. Allison misunderstood Leopold and explained to her staff that all were required to work this weekend with overtime pay that had been authorized by the division manager. In this context, why would it have been better for Leopold to communicate to Allison through an e-mail instead of instructing her orally?
In assessing market receptiveness, executives should typically determine whether the new technology
Face-to-face communication
Coolness, lack of interest, and a feeling of superiority are all signals of
Asha, a team lead, wanted to make some changes in the seating arrangement of her team members in order to improve communication between them. She chalked out a plan that she thought would suit everybody. She sent the plan to all the members and asked them for their opinions and suggestions. This is an example of
Which of the following is an example of company grapevine?
An advantage of _____ communication is that the receiver of a message can gauge a sender's sincerity.
In return for cooperating with the management in the implementation of a major organizational change, Bluepool Textiles provided an annual bonus to all its employees. Which of the following methods for managing resistance to change does this scenario exemplify?
Groups at all levels in an organization, can do all of the following except
A company shares its financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects with all its employees. This company engages in the practice of
Which of the following is an essential characteristic of enduringly great companies?
You are under a(n) _____ if you think there is a perfect correlation between what you say and what people hear.
The fewer authority levels through which communication must pass, the less information will be lost or distorted. As a result, in flatter organizations, _____ is less of a problem with downward communication.
When people are resistant to a change because of adjustment problems, the most effective way to manage the resistance is through
In organizations without the skills needed to implement an innovation, even
People are more likely to remember and buy into a speaker's message if the speaker can
_______ is a transmission of information wherein the receiver of a message provides feedback and the sender is receptive to the feedback.
Although organizations rely heavily on computer-aided communication for group decision making, face-to-face groups have all the following characteristics except
In today’s increasingly competitive business environment, correctly _____ the organization’s technology needs can fundamentally improve the organization’s effectiveness.
Tara works as a senior manager at TechWin Software Inc. As part of her improvement program, she asked her team members to state what they felt was a demerit in her leadership style. Nobody criticized her because they knew that she liked being praised by her peers and friends. In this scenario, the team members were engaged in
_______ is posting text to a website.
Which of the following is a logical extension of the sociotechnical philosophy of work design?
Kiera requested Ronald, her manager, for an extended break from work because she wanted to take a three-month course in gemology. However, Ronald refused to grant her leave. He explained to Kiera in a face-to-face meeting that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Kiera understood the problem and consented to stay and work. Which of the following is a reason why oral communication was more appropriate than written communication for Ronald to use in this situation?
Which of the following is best described as responding to pressure after a problem has arisen?
__________ is the motivation of people to change, strengthening the new behaviors that support the change.
_____ that are not technology oriented must develop new capabilities to survive.
Jeremy, a manager, calls for a meeting with his subordinate, Nadia, to discuss a new project. When she gives her opinion, Jeremy summarizes it in order to ensure that he has understood Nadia’s point the way she meant it. In which of the following practices, leading to effective communication, is Jeremy involved?
A disadvantage of _____ communication is that the sender lacks immediate feedback.
______ is any interference in the communication process that blocks perfect understanding.
_____ communication is the flow of information from higher to lower levels in an organization’s hierarchy.
Which of the following is the least rich communication medium?
When you withhold, ignore, or distort information, you are using the process of
Which of the following describes an executive champion?
Vanessa, a secretary at a law firm, had a comfortable job with fixed working hours. Suddenly, her boss informed her that starting next week, she would be required to work extra hours. He said that the firm had received many new clients and so the workload had increased. However, he reassured her that she would be paid more for the extra work. Taken aback by the unanticipated change, Vanessa refused to comply with her boss’s wishes. Which of the following is a reason why she resisted the change?
_____ is the tendency of managers to miss the significance of disruptive changes because they are more focused on investing in and making incremental improvements to their core profitable businesses.
If a firm can "pull off" a technological innovation, executives must consider
Which of the following technologies are still under development and thus do not require managers to invest in them?
_____ communication is information shared among people on the same hierarchical level.
______ technology is commonplace in the industry and provides little competitive advantage.
Trying to change the structure of an industry is
_____ is a vital route to renewable competitive advantage.
Ian, a senior employee, has been assigned a task by his manager, Miranda. He has been asked to monitor the activities of some new employees in the team and report to her if he finds them engaged in activities that are not work related. Ian finds that the new employees were spending far too much time on social networking sites at work. However, instead of reporting this to Miranda straightaway, he advises the new employees to refrain from using those sites in the future. Moreover, he tells Miranda that the new employees were doing their work effectively. In this scenario, Ian has engaged in
The _____ refers to the belief that only one goal can be attained at a time.
Which of the following is an advantage of technology trading?
Some companies use _____ to create buzz and excitement in advance of a new product launch.
Memos are the _____ communication medium.
_____ try to change the structure of their industries, creating a future competitive landscape of their own design.
Needs that customers have not yet experienced are
Which of the following is a defining characteristic of prospector firms?
An entrepreneur wanted to sell washing machines with dryers in a tropical country. To his disappointment, he found that nobody wanted to buy these machines. He realized that the dry climate of the country contributed to his failure. People usually hung their washed clothes out in the sun to dry. The lack of _____ was responsible for the failure of his product.
Ivan, a scientist, invented a method of using solar energy to power electrical devices. However, the cost of using the method on a large scale was prohibitive. Hence, his invention was not adopted by his target customers. The lack of _____ was the reason for the failure of his invention.
Which of the following statements is true of electronic communication?
_____ typically have technology champions who articulate competitively aggressive, first-mover technological strategies.
Which of the following is true of electronic messages?
Which of the following practices is best avoided in order to communicate effectively with someone who speaks a different language?
Which of the following holds true for the use of electronic media at work?
_____ is best described as the advantage that comes from offering a unique good or service for which customers are willing to pay a premium price.
Rosa has developed and patented a new process for recycling plastic. A number of companies have expressed an interest in buying her company in order to gain access to the technology. If she sells her company, the buyer will be obtaining the new technology through
Which of the following forms of organization development interventions involves improving conflict resolution, team building, communication, and leadership?
True / False Questions
1.
True two-way communication means not only that the receiver provides feedback but also that the sender is receptive to the feedback.
True False
2.
One-way communication is more difficult and time-consuming than two-way communication.
True False
3.
There is a perfect correlation between what one says and what people hear.
True False
4.
Decoding problems arise when the receiver does not listen carefully or reads too quickly and overlooks a key point.
True False
5.
People assume that others share their views, and pay more attention to their own views than to the views of others.
True False
6.
Filtering is the process of receiving and interpreting information.
True False
7.
Managers need to excel at reading interactions and adjusting their communication styles and perceptions to the people with whom they interact.
True False
8.
The human tendencies to filter and perceive subjectively underlie much of the effective communication.
True False
9.
Communication breakdowns often occur when business transactions take place between people from different countries.
True False
10.
Ethical communicators may exaggerate or manipulate their message, omit negative information, or state opinions as facts to achieve personal gain.
True False
11.
A disadvantage of oral communication is that the sender of the message lacks feedback.
True False
12.
An advantage of written communication is that the receiver of the message can gauge the sender’s sincerity.
True False
13.
Blogs may foster communication within an organization.
True False
14.
In online bargaining—even before it begins—negotiators trust one another more than in face-to-face negotiations.
True False
15.
Face-to-face groups generally take less time, make higher-quality decisions, and are more satisfying for members.
True False
16.
One disadvantage of electronic media is the difficulty of solving complex problems that require more extended interaction.
True False
17.
E-mail is most appropriate for confidential information, resolving conflicts, or negotiating.
True False
18.
Hiring and retaining talented people is easier because virtual offices support scheduling flexibility.
True False
19.
Long hours of being constantly close to the technical tools of work can contribute to high morale.
True False
20.
Memos are the richest medium.
True False
21.
Multiple media should be used to transmit simple and routine messages.
True False
22.
The most powerful and persuasive messages are simple and informative, are told with stories and anecdotes, and convey excitement.
True False
23.
Negative nonverbal signals show coolness, disrespect, lack of interest, and a feeling of superiority.
True False
24.
A vital source of useful observations comes from visiting people, plants, and other locations to get a firsthand view.
True False
25.
The fewer authority levels through which communications must pass, the more information will be lost or distorted.
True False
26.
When people have performance problems or exhibit behaviors that need to be changed, outplacement is often the best way to help them change and succeed.
True False
27.
Sharing strategic plans and financial information with employees could lead to leaks to competitors or to employee dissatisfaction with compensation.
True False
28.
The grapevine can be destructive when irrelevant or erroneous gossip and rumors proliferate and harm operations.
True False
29.
The grapevine can teach employees how to do their work successfully.
True False
30.
If no boundaries separate people, jobs, processes, and places, then ideas, information, decisions, and actions can move to where they are most needed.
True False
Multiple Choice Questions
31.
Which of the following is true of communication?
A.
It refers to the process of withholding, ignoring, or distorting information.
B.
It refers to the transmission of information and meaning from one party to another through the use of shared symbols.
C.
It refers to a set of Internet-based applications that encourage user-provided content and collaboration.
D.
It refers to online publications created with contributions from many authors/users.
E.
It refers to a mobile office in which people can work anywhere as long as they have the tools to communicate with customers and colleagues.
32.
An interference in the communication process that blocks perfect understanding is referred to as:
A.
perception.
B.
noise.
C.
filtering.
D.
reinforcement.
E.
dialogue.
33.
Sarah, an employee, went to her manager to discuss an issue she was facing in the office. However, during the meeting, her manager’s phone was constantly ringing. This made it difficult for Sarah to explain her problem clearly. Her manager, distracted by the ringing phone, could not grasp the significance of the problem and sent Sarah back with half-hearted promises to take appropriate action. In this scenario, the ringing telephone represents:
A.
one-way communication.
B.
noise.
C.
filtering.
D.
perception.
E.
media richness.
34.
Julia, a working mother, comes home after a hard day at the office. Her young daughter, Cathy, wants to tell her about her day at school. She recites all the new nursery rhymes she has learnt that day. However, Julia is unable to pay attention to her daughter out of sheer exhaustion. In this context, Julia’s fatigue represents _____ in the communication process between her and her daughter.
A.
reflection
B.
perception
C.
filtering
D.
media richness
E.
noise
35.
Mark, a manager, has just received bad news from his foreign counterpart about an ongoing negotiation. He is disturbed and is thinking of ways to control the damage. At the same time, a subordinate walks into his office and asks for an extended leave due to a family emergency. Mark refuses to grant leave despite it being an emergency situation. In this scenario, Mark’s disturbed mood is representative of _____ in the communication process between him and his subordinate.
A.
filtering
B.
perception
C.
reflection
D.
media richness
E.
noise
36.
A process in which information flows in a single direction, from sender to receiver, with no feedback loop is referred to as:
A.
reflection.
B.
perception.
C.
one-way communication.
D.
filtering.
E.
media richness.
37.
Jason, a manager, sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail, he does not solicit comments or suggestions from his subordinates. He feels that his subordinates lack the necessary ability to analyze the various implications of the work practice. This is an example of a(n) _____ communication.
A.
filtered
B.
perceived
C.
one-way
D.
informal
E.
media rich
38.
When the receiver provides feedback and the sender is receptive to the feedback, this type of transmission of information is referred to as:
A.
two-way communication.
B.
perception.
C.
filtering.
D.
media richness.
E.
reflection.
39.
Jessica, a manager, wanted to make some changes in the seating arrangement of her team members in order to facilitate freer communication between them. She chalked out a plan which she thought would suit everybody. She sent the plan to all the members of her team informing them of the decision. She made it known that the plan was not the final draft; it could be amended based on the suggestions of the team members. This is an example of:
A.
filtering.
B.
perception.
C.
two-way communication.
D.
reflection.
E.
media richness.
40.
Which of the following is true of one-way communication as compared to two-way communication?
A.
One-way communication is faster and easier for the sender than two-way communication.
B.
One-way communication is more time-consuming than two-way communication.
C.
One-way communication is difficult for the sender than two-way communication.
D.
One-way communication is more effective than two-way communication.
E.
One-way communication is more likely to be understood than two-way communication.
41.
The process of receiving and interpreting information is known as:
A.
filtering.
B.
discussion.
C.
collaboration.
D.
perception.
E.
dialogue.
42.
Steven, a manager, gives a formal presentation to his team members about the new software that he has reviewed. He feels that it will be very useful for his team and will increase efficiency. However, some members of his team disagree with Steven and argue that it could lead to a decrease in productivity. Steven, irritated at being challenged, feels that the team members are making excuses for being lazy. In the context of this scenario, Steven’s judgment has been influenced by his _____ processes.
A.
reflective
B.
media rich
C.
stimulatory
D.
groupthink
E.
perceptive
43.
Harry, an employee at Global Corp., has recently joined the company and is being trained at present. However, he is not able to communicate well with his trainer, Barbara. As a result, Barbara feels that Harry does not have the appropriate attitude or the will to work. She speaks to Harry about the matter, but feels that Harry is not sincere enough in his statements since his past behavior has prejudiced her. In this scenario, Barbara’s _____ processes do not allow her to interpret Harry’s statements correctly.
A.
perceptive
B.
reflective
C.
improvising
D.
stimulatory
E.
contextual
44.
_____ is subjective, because people’s self-interested motives and attitudes toward the sender and the message bias their interpretations.
A.
Media richness
B.
Perception
C.
Reflection
D.
Brainstorming
E.
Groupthink
45.
Which of the following refers to the process of withholding, ignoring, or distorting information?
A.
Dialogue
B.
Perception
C.
Discussion
D.
Filtering
E.
Noise
46.
Susan, a manager, recently joined Technology Corp, a software company. As part of her improvement program, she asked her team members to state what they felt was a demerit in her leadership style. Nobody criticized her because they thought she would take offense at their suggestions. Instead, everybody praised her and described how her actions had radically improved productivity. In this scenario, the team members were engaged in _____.
A.
interpreting
B.
coping
C.
filtering
D.
blogging
E.
reflecting
47.
Gabriel, a senior employee, has been assigned a task by his manager, Sarah. He has been asked to monitor the activities of some employees in the team who have recently joined, and to report to her if he finds them engaged in anything potentially harmful. Gabriel finds that the new employees were spending far too much time on social networking sites at office. However, instead of reporting this to Sarah straightaway, he advises them to refrain from using those sites in the future. Moreover, he tells Sarah that the new employees were doing their work effectively. In this scenario, Gabriel has engaged in _____.
A.
coping
B.
delegating
C.
interpreting
D.
training
E.
filtering
48.
Which of the following is recommended when making a presentation to an audience who speaks a different language?
A.
Repeat each important idea using different words to explain the same concept.
B.
Eliminate facial and hand gestures as they are distracting for the audience.
C.
When there is a silence, fill it with anecdotes.
D.
Written summaries of the verbal presentation should be avoided.
E.
Do not pause frequently.
49.
Michael, an American sales manager, travels to Brazil to make a business presentation. His counterpart, Estefan, does not speak English very well. During the presentation, when Michael pauses after a question, Estefan takes a long time to respond. When he does respond, he uses poor grammar and mispronunciation. Which of the following is the reason for Estefan’s reaction?
A.
Estefan lacks intelligence.
B.
Estefan is thinking slowly in his language.
C.
Estefan is not interested in the presentation.
D.
Estefan has poor knowledge of the topic.
E.
Estefan has deadlines to meet.
50.
An American manager goes to a company in Japan to give a formal presentation. When he pauses during the presentation, his Japanese counterparts also remain silent. In this situation, what should the American manager do?
A.
He should fill the silence with anecdotes about his family.
B.
He should leave as this is how the Japanese signal their disagreement.
C.
He should start again because the Japanese have not understood the concept.
D.
He should wait for the Japanese managers to respond.
E.
He should offer the Japanese refreshments to make them feel comfortable.
51.
Which of these is an advantage of written communication?
A.
The message is changed and refined when relayed through many people.
B.
It is less expensive than oral communication.
C.
The message cannot be revised before it is sent.
D.
It is a permanent record of the communication.
E.
The receiver can analyze the message faster.
52.
Sandra, an employee, requested Kevin, her manager, for an extended break from work because she wanted to go backpacking to Europe. However, Kevin refused to grant her leave. He explained to Sandra that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Sandra understood the problem, and consented to stay and work. Which of the following is a reason why oral communication was more appropriate than written communication for Kevin to use in this situation?
A.
Oral communication can be revised several times before being sent.
B.
Oral communication is more persuasive than written communication.
C.
Oral communication remains the same even after it has been relayed to others.
D.
Oral communication allows the receiver more time to analyze the message.
E.
Oral communication becomes a permanent record that can be saved.
53.
Mable was instructed by her manager, Cathy, during a coffee break not to share an e-mail with anyone since it contained proprietary information. Later, another manager, Kevin, asked her to forward that e-mail since it was related to the work he was doing. He told Mable that Cathy had approved of him using the e-mail. Without asking for a written request, Mable sent the e-mail to Kevin. When Cathy discovered this, she held Mable responsible for insubordination and refused to believe her story. Which of the following is a disadvantage of oral communication that led to Mable’s difficult situation?
A.
Oral communication can lead to spontaneous emotional outbursts.
B.
The sender of oral communication has no control over the message after it is released.
C.
There is no permanent record of oral communication.
D.
The receiver of oral communication has too much time to analyze the message.
E.
The sender of oral communication lacks immediate feedback.
54.
Joseph, a manager, instructed his subordinate, Sarah, to mobilize their team and prepare a report on how the office could be made more environment-friendly. Sarah misunderstood Joseph and explained to her team members that their manager wanted them to minimize the usage of office resources. In this context, why would it have been better for Joseph to have sent an e-mail to Sarah, instead of instructing her orally?
A.
The message can be revised several times before being released.
B.
Feedback is immediate and direct.
C.
The message remains the same even after it has been relayed to others.
D.
The receiver can gauge the sender’s sincerity.
E.
The message is more persuasive than when released orally.
55.
Which of the following is a disadvantage of written communication?
A.
It can lead to spontaneous (regrettable) responses.
B.
There is no permanent record of the message.
C.
It suffers from the constraints of space.
D.
The receiver cannot decipher the message easily.
E.
The sender has no control over the message after it is released.
56.
Which of the following is an advantage of oral communication?
A.
The message can be revised several times before being released.
B.
The receiver can gauge the sender’s sincerity.
C.
The message remains the same even after it is relayed to others.
D.
The receiver has more time to analyze the message.
E.
The message becomes a permanent record that can be saved.
57.
Which of the following is a disadvantage of oral communication?
A.
The sender has no control over the message after it is released.
B.
The sender lacks immediate feedback.
C.
It can lead to spontaneous responses.
D.
The receiver may not understand parts of the message and feel frustrated.
E.
The message must be longer to include answers to anticipated questions.
58.
Face-to-face discussions, telephone conversations, and formal presentations are examples of:
A.
media richness.
B.
persuasion.
C.
oral communication.
D.
reflection.
E.
filtering.
59.
E-mail, memos, letters, reports, and computer files are examples of:
A.
written communication.
B.
web 2.0.
C.
media richness.
D.
filtering.
E.
perception.
60.
In _____, groups of people in different locations interact over telephone lines and see one another on monitors as they participate in group discussions.
A.
webcasting
B.
browsing
C.
blogging
D.
surfing
E.
videoconferencing
61.
In _____, groups of people in different locations interact over telephone lines and participate in group discussions.
A.
telecollaboration
B.
teleconferencing
C.
telegraphy
D.
telecasting
E.
teleporting
62.
Posting text to a website is known as:
A.
surfing.
B.
e-mailing.
C.
browsing.
D.
blogging.
E.
mapping.
63.
_____ refers to a set of Internet-based applications that encourage user-provided content and collaboration.
A.
Web 2.0
B.
Videoconferencing
C.
Telegraphy
D.
Multimedia
E.
Teleconferencing
64.
In _____, an application of web 2.0, users subscribe to receive news, blogs, or other information they select.
A.
podcasts
B.
hosted services
C.
wikis
D.
really simple syndication (RSS)
E.
mashups
65.
_____ refer(s) to online publications created with contributions from many authors/users.
A.
Really simple syndication
B.
Wikis
C.
Blogs
D.
Podcasts
E.
Social networking
66.
Which of the following is a disadvantage of using electronic media at work?
A.
Expenses are increased.
B.
Private information may get leaked.
C.
Decisions are of lower quality.
D.
It leads to inefficiency at work.
E.
Simple problems cannot be solved.
67.
Sam, a manager, completed a performance analysis of his subordinate. He was required to send it to his superior for further evaluation. He decided to send it via e-mail. Which of the following is a reason why he should avoid using electronic media to send the report?
A.
Electronic media leaves a permanent record of communication for later reference.
B.
Sensitive or private information can be leaked or sent to the wrong recipient.
C.
Electronic media enables routine messages to be delivered with speed and efficiency.
D.
Electronic media may not be effective for solving some types of complex problems.
E.
Messages may be intentionally hurtful or be insensitively worded.
68.
Which of the following is an advantage of using electronic media at work?
A.
It enables routine messages to be delivered with speed.
B.
It is effective for solving complex problems.
C.
It enables interpretation of subtle nonverbal cues conveyed by the sender.
D.
It engenders more trust among users.
E.
It safeguards sensitive or private information.
69.
Which of the following holds true for the use of electronic media at work?
A.
It encourages more people to participate and share their ideas with others.
B.
It is effective for solving some types of complex problems.
C.
It aids interpretation of subtle nonverbal cues conveyed by the sender.
D.
It engenders more trust among users than does face-to-face communication.
E.
It does not allow sensitive or private information to be leaked.
70.
Sophie, a manager, sends an e-mail warning Jack, an employee, of disciplinary action to be taken if he persists in taking long coffee breaks and spending too much time on personal phone calls. However, Jack did not attach too much importance to the e-mail. He felt it was akin to a passing reminder. Which of the following is a reason why Sophie should have spoken to Jack directly and avoided the use of e-mail?
A.
Electronic media leaves a permanent record of communication for later reference.
B.
Electronic media encourages more people to participate and share their ideas with.
C.
Electronic media prevents interpretation of subtle nonverbal cues conveyed by the sender.
D.
Electronic media reduces time and expenses related to traveling, photocopying, and mailing.
E.
Electronic media enables routine messages to be sent with speed and efficiency.
71.
Howard, the CEO of a multinational company, has decided to implement certain new corporate processes for increased efficiency and productivity. He wishes to conduct the implementation in a phased manner in all the offices of the company, throughout the world. Also, he wishes to inform every employee of the impending change and ensure that they fully understand its implications. Which of the following is a reason why he should send an e-mail describing the changes and its benefits?
A.
It prevents interpretation of subtle nonverbal cues conveyed by the sender.
B.
Sensitive or private information can be leaked or sent to the wrong recipient.
C.
It allows more information to be shared with a large number of dispersed stakeholders.
D.
It engenders less trust among users than does face-to-face communication.
E.
It may not be effective for solving some types of complex problems.
72.
Which of the following is most appropriate for routine messages that do not require the exchange of large quantities of complex information?
A.
Blog
B.
E-mail
C.
Report
D.
Formal presentation
E.
Videotape
73.
John, a manager, is facing a problem at work—two of his subordinates have approached him with a complaint. He has decided upon a solution and has framed an e-mail to inform his subordinates. Which of the following is a reason why he should avoid using e-mail to resolve the conflict?
A.
E-mail leaves a permanent record of communication for later reference.
B.
E-mail encourages more people to participate and share their ideas with others.
C.
E-mail can hurt feelings, be insensitively worded, or be intentionally hurtful.
D.
E-mail reduces time and expenses.
E.
E-mail allows more information to be shared with a large number of dispersed stakeholders.
74.
Karen, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as delicately as possible, without hurting the employee’s sentiments and self-confidence. Which of the following modes of communication should she use?
A.
Text message
B.
E-mail
C.
Face-to-face discussion
D.
Instant message
E.
Memo
75.
Which of the following is a disadvantage of using e-mail at work?
A.
There is no permanent record of electronic message.
B.
Electronic messages can lead to spontaneous (regrettable) responses.
C.
Electronic messages are the private property of the system’s owner, not of the sender.
D.
Electronic messages lead to low productivity and decreased efficiency.
E.
They cause the organization to incur heavy expenses.
76.
William, a manager, has recently been transferred to a new division in the company that is located in a different town. He works using a laptop computer and communicates with his colleagues using teleconferencing. Usually, he goes to office once in a month. William’s company has adopted the concept of:
A.
horizontal communication.
B.
filtering.
C.
virtual offices.
D.
perception.
E.
media richness.
77.
The degree to which a communication channel conveys information is referred to as:
A.
media richness.
B.
feedback.
C.
media thickness.
D.
transmission richness.
E.
perception.
78.
Which of the following is true of the richest media?
A.
They provide feedback after an extended period of time.
B.
They prevent the use of different types of cues.
C.
They do not allow a lot of descriptive language.
D.
They are more personal than technological media.
E.
They are expensive and tedious to use.
79.
Frederick, a manager, wants to inform his team members about a new health care policy adopted by the company. Based on media richness, which of the following would be an appropriate medium to use?
A.
Videotape
B.
Telephone
C.
Memo
D.
E-mail
E.
Instant message
80.
The CEO of a multinational company finds that profits are gradually decreasing. He realizes that the employees need to be motivated in order to increase productivity and efficiency. The company has several branches in various parts of the world. Which of the following is an appropriate media for the CEO to use?
A.
E-mail
B.
Videoconference
C.
Memo
D.
Newsletter
E.
Phone
81.
When Sarah was out for lunch, her colleague Matthew received a phone call for her. The caller wished to speak to Sarah urgently about an important matter. Knowing that he would not be present when Sarah came back to office, which of the following was an appropriate media for Matthew to use to inform her about the call?
A.
Teleconference
B.
Videoconference
C.
Memo
D.
E-mail
E.
Newsletter
82.
Christopher, a manager, calls a meeting with his subordinate, Sandra, to discuss a new project. When she gives her opinion, Christopher summarizes it in order to ensure that he has understood Sandra’s point the way she meant it. Which of the following is a term for the process Christopher is using?
A.
Filtering
B.
Perception
C.
Groupthink
D.
Reflection
E.
Bootlegging
83.
_____ refers to the flow of information from higher to lower levels in the organization’s hierarchy.
A.
Horizontal communication
B.
Filtering
C.
Downward communication
D.
Perception
E.
Reflection
84.
_____ is dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.
A.
Coaching
B.
Groupthink
C.
Perception
D.
Reflection
E.
Filtering
85.
A company shares its financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects with all its employees. This company engages in the practice of:
A.
coaching.
B.
filtering.
C.
open-book management.
D.
upward communication.
E.
grapevine.
86.
_____ travels from lower to higher ranks in the hierarchy of an organization.
A.
Downward communication
B.
Coaching
C.
Upward communication
D.
Filtering
E.
Reflection
87.
_____ refers to information shared among people on the same hierarchical level.
A.
Filtering
B.
Horizontal communication
C.
Grapevine
D.
Perception
E.
Coaching
88.
Edward, a new employee at Apex Corp., was having lunch with his colleagues. During the conversation, one of his team mates, George, advised him on how to deal with their supervisor, who was known to be impatient and snappy. George also gave him tips to please their supervisor. Thus, Edward was able to make a good impression with his boss. Which of the following has Edward made use of to cope with his work?
A.
Coaching
B.
The grapevine
C.
Filtering
D.
Perception
E.
Reflection
89.
The employees of an organization have heard rumors about rapidly dropping profits and impending layoffs. The grapevine is abuzz with bad news. People are nervous and anxious, and tend to believe whatever is being said without verifying the source. In this situation, which of the following is an appropriate action for a manager to take?
A.
Block all forms of electronic communication in office.
B.
Restrict the length of breaks taken by the employee.
C.
Fire employees found spreading false stories.
D.
Closely monitor each employee’s activities in office.
E.
Neutralize the rumor by openly confirming any parts that may be true.
90.
Swift Corporation is an organization where information is available as needed, moving quickly and easily enough so that the organization functions far better as a whole team than as separate parts. Swift Corporation is _____ organization.
A.
hierarchical
B.
formal
C.
vertical
D.
rigid
E.
boundaryless
Essay Questions
91.
What are the advantages and disadvantages of two-way communication over one-way communication?
92.
What are the four things that should be done for effective communication?
93.
What are the advantages and disadvantages of oral communication?
94.
What are the advantages and disadvantages of written communication?
95.
What are the disadvantages of using electronic media at work?
96.
Describe how observing is important for effective communication.
97.
What are the problems that underlie the lack of information in an organization?
98.
What is meant by open-book management?
99.
What are the ways in which the grapevine can be managed?
100.
What is meant by a boundaryless organization?
Multiple Choice Questions
Scenario A. Use the information given below to answer the questions that follow. Several people are having a conversation during lunch break at an office. Sarah repeatedly speaks to Jonathan, but he does not appear to understand what she is saying. This may be because he interrupts her before she finishes speaking. He assumes that he has understood her message.
101.
In this situation, if Jonathan is just thinking about other things and not paying attention, it would be an example of:
A.
noise.
B.
communication displacement.
C.
filtering.
D.
one-way communication.
E.
feedback.
102.
The conversation described above is an example of:
A.
effective communication.
B.
decoding problems.
C.
two-way communication.
D.
boundaryless communication.
E.
brainstorming.
103.
In this situation, if Jonathan is ignoring some of the information given by Sarah, it would be an example of:
A.
perception.
B.
filtering.
C.
grapevine.
D.
media richness.
E.
persuasion.
Scenario B. Use the information given below to answer the questions that follow. The CEO of Cardinal Trucking Corp. sends a memo to his Vice Presidents regarding new procedures for succession planning in their company. The Vice Presidents meet each other informally, in pairs, to discuss the new procedures. When the procedures are announced to the other employees, they form feedback teams. These teams draft memos providing feedback to the Vice Presidents and CEO regarding the advantages, disadvantages, and potential problems with the new procedures.
104.
The original memo sent by the CEO is an example of:
A.
downward communication.
B.
upward communication.
C.
horizontal communication.
D.
management by objectives.
E.
vertical communication.
105.
The memos sent by members of feedback teams to each other are examples of:
A.
downward communication.
B.
upward communication.
C.
horizontal communication.
D.
management by objectives.
E.
vertical communication.
106.
The meetings held by the Vice Presidents to discuss the contents of the memo from the CEO are examples of:
A.
downward communication.
B.
upward communication.
C.
horizontal communication.
D.
management by objectives.
E.
vertical communication.
True / False Questions
1.
Without the demand for technology, there is no reason for technological innovation to occur.
True False
2.
Failure to correctly assess the organization’s technology can fundamentally impair the organization’s effectiveness.
True False
3.
Benchmarking and scanning are enough to stay ahead of the innovation curve.
True False
4.
Benchmarking is the process of comparing the organization's use of technology over time.
True False
5.
Environmental scanning focuses on what can be done and what is being developed.
True False
6.
Organizations must consider the feasibility of technological innovations because technical obstacles may represent barriers to progress.
True False
7.
There need not be a financial incentive for adopting new technology if a firm can “pull it off.”
True False
8.
Patents and copyrights can help organizations recoup the costs of their investments in technological innovations.
True False
9.
A promising technological advancement will be successful in any organization.
True False
10.
Firms that are not technology oriented must develop new competencies in order to survive.
True False
11.
Early adopters of new technologies tend to be more profitable.
True False
12.
Technology trading is becoming increasingly common because of the high cost of developing advanced technologies independently.
True False
13.
Bureaucracy facilitates innovation.
True False
14.
Development projects are focused on creating a new product or process.
True False
15.
Becoming world-class means merely striving to improve.
True False
16.
The essential characteristic of great companies, according to Collins and Porras, was their relentless focus on beating the competition.
True False
17.
The "tyranny of the or" refers to the belief that only one goal can be attained at a time.
True False
18.
When management realizes that its current practices are no longer appropriate and the company must break out of its present mold by doing things differently, this is called refreezing.
True False
19.
A performance gap can occur when performance is good but someone realizes that it could be better.
True False
20.
Total organization change involves introducing and sustaining multiple policies, practices, and procedures across multiple units and levels.
True False
21.
The companies that lead change most effectively establish a sense of urgency.
True False
22.
Failing to create a guiding coalition can endanger a change effort.
True False
23.
Reactive change means anticipating and preparing for an uncertain future.
True False
24.
Adapters try to change the structure of their industries, creating a future competitive landscape of their own design.
True False
25.
Continuous learning is a vital route to renewable competitive advantage.
True False
Multiple Choice Questions
26.
Flexible manufacturing practices such as just-in-time, mass customization, and simultaneous engineering are examples of _____.
A.
differentiation
B.
process innovations
C.
technology audit
D.
entrepreneurship
E.
licensing
27.
Which of the following technologies are still under development and thus are unproved?
A.
Base technologies
B.
Emerging technologies
C.
Key technologies
D.
Ordinary technologies
E.
Pacing technologies
28.
Anti-lock brake systems are a well-established feature for automobiles but are not yet used uniformly by every automobile company. This technology should be grouped under:
A.
base technology.
B.
key technology.
C.
emerging technology.
D.
market technology.
E.
active technology.
29.
Technology that is commonplace in the industry and provides little competitive advantage is referred to as:
A.
base technology.
B.
emerging technology.
C.
key technology.
D.
environmental technology.
E.
pacing technology.
30.
_______ technologies have yet to prove their full value but have the potential to alter the rules of competition by providing significant advantage.
A.
Base
B.
Emerging
C.
Key
D.
Elevated
E.
Pacing
31.
______ technologies have proven effective but offer a strategic advantage because not everyone uses them.
A.
Base
B.
Emerging
C.
Key
D.
Elevated
E.
Pacing
32.
_____ emphasizes identifying and monitoring the sources of new technologies for an industry.
A.
Licensing
B.
Differentiation
C.
Environmental scanning
D.
Just-in-time
E.
Mass customization
33.
_____ refers to a process by which a product, service, or business model takes root initially in simple applications at the bottom of a market and then moves “up market,” eventually displacing established competitors.
A.
Greenfield venturing
B.
Diversification
C.
Differentiation
D.
Disruptive innovation
E.
Licensing
34.
The tendency of managers to miss the significance of disruptive changes because they are more focused on investing in and making incremental improvements to their core profitable businesses is known as _____.
A.
a make-or-buy decision
B.
just-in-time
C.
a devil’s advocate
D.
management myopia
E.
the innovator’s dilemma
35.
Which of the following is the first consideration in developing a strategy around technological innovation?
A.
Organizational suitability
B.
Market potential
C.
Technological feasibility
D.
Economic viability
E.
Political barriers
36.
In assessing market receptiveness, executives should determine that the new technology:
A.
is not being used by any other company in the industry.
B.
has an immediate and valuable application in the short run.
C.
alters the rules of competition in the industry.
D.
is commonplace in the industry.
E.
offers a strategic advantage because not every company uses it.
37.
An entrepreneur wanted to sell washing machines with dryers in a tropical country. To his disappointment, he found that nobody wanted to buy his machines. He realized that the dry climate of the country contributed to his failure. People usually hung their washing out in the sun to dry. The lack of _____ was responsible for the failure of his product.
A.
market receptiveness
B.
technological feasibility
C.
organizational suitability
D.
economic viability
E.
capability development
38.
Jonathan, a scientist, invented a method of using solar energy to power electrical devices. However, the cost of using the method on a large scale was prohibitive. Hence, his invention was not adopted by industry. The lack of _____ was the reason for the failure of his invention.
A.
organizational suitability
B.
technological feasibility
C.
economic viability
D.
anticipated capability development
E.
market potential
39.
Pierce, an entrepreneur and inventor, developed new software to help retail stores manage their inventory. He was able to successfully sell his software to the retail industry. However, certain unscrupulous organizations began producing cheaper versions of the software. This lowered the popularity of the original version. Which of the following factors is affected by the knock-offs?
A.
Organizational suitability
B.
Technological feasibility
C.
Economic viability
D.
Capability development
E.
Market potential
40.
Joan, a retail designer, came up with a new design for trial rooms in clothing stores. According to her design, the changing rooms had talking mirrors that were connected to a computer that analyzed the reflection of the person and provided fashion advice. However, when the design was implemented in stores, numerous problems arose. The stores could not update the computer software quickly enough to reflect changing trends. Thus, the mirrors provided fashion tips that were out of sync with the present times and many customers were annoyed. The lack of _____ led to the failure of Joan’s design.
A.
organizational suitability
B.
technological feasibility
C.
market potential
D.
capability development
E.
economic viability
41.
Executives in _____ firms give priority to developing and exploiting technological expertise, and decision makers have bold, intuitive visions of the future.
A.
defender
B.
prospector
C.
analyzer
D.
adopter
E.
shaper
42.
_____ firms typically have technology champions who articulate competitively aggressive, first-mover technological strategies.
A.
Prospector
B.
Adopter
C.
Defender
D.
Shaper
E.
Analyzer
43.
In _____ firms, executives tend to be more concerned about the opportunity costs of not taking action than they are about the potential to fail.
A.
defender
B.
analyzer
C.
prospector
D.
shaper
E.
adopter
44.
In _____ firms, strategic decisions are likely to be based on careful analysis and experience in the industry setting.
A.
defender
B.
prospector
C.
analyzer
D.
shaper
E.
adopter
45.
_____ firms adopt an early-follower strategy to grab a dominant position more from their strengths in marketing and manufacturing than from technological innovation.
A.
Shaper
B.
Adopter
C.
Prospector
D.
Analyzer
E.
Defender
46.
_____, a way of acquiring new technology, keeps the technology proprietary—exclusive to the organization.
A.
Joint ventures
B.
Contracted development
C.
Purchase
D.
Internal development
E.
Licensing
47.
A disadvantage of _____, a way of acquiring new technology, is that it usually requires additional staff and funding for long periods.
A.
licensing
B.
contracted development
C.
purchase
D.
joint venture
E.
internal development
48.
In most situations, the simplest, easiest, and most cost-effective way to acquire new technology is to:
A.
buy it.
B.
develop it internally.
C.
license it from others.
D.
develop a joint venture.
E.
purchase the owner of the technology.
49.
An independent research laboratory entered into an agreement with a multinational agricultural company for the development of a new hybrid seed for cold climates, in return for funding from the company. This method of acquiring technology is known as:
A.
state funding.
B.
internal development.
C.
technology trading.
D.
licensing.
E.
contracted development.
50.
Ethel has developed and patented a new process for recycling plastic. A number of companies have expressed an interest in buying her company in order to gain access to the technology. If she sells her company, the buyer will employed the method of:
A.
acquisition of a technology owner.
B.
research partnerships and joint ventures.
C.
technology trading.
D.
contracted development.
E.
internal development.
51.
Which of the following is a reason for a firm to choose technology trading to acquire new technology?
A.
For proprietary ownership
B.
Cost effectiveness
C.
To build barriers to entry
D.
For competitive advantage
E.
To enhance product differentiation
52.
_____ is/are arrangements for jointly pursuing specific new technology development.
A.
Purchase
B.
Research partnerships
C.
Acquisition of a technology owner
D.
Internal development
E.
Licensing
53.
A start-up had developed technological expertise in a particular area. It entered into an agreement with an established company that provided the start-up with funding and management know-how. This method of acquiring new technology is known as:
A.
licensing.
B.
research partnership.
C.
purchase.
D.
technology trading.
E.
internal development.
54.
Which of the following is an advantage of technology trading?
A.
It reduces costly trial-and-error approaches to using new technologies.
B.
It enables a firm to gain control and ownership over desired technology.
C.
It is simple to implement and cost-effective.
D.
It allows a firm without internal development capabilities to acquire technology.
E.
The acquired technology is proprietary and provides competitive advantage.
55.
Which of the following is a disadvantage of acquisition of a technology owner?
A.
It can be time consuming to develop.
B.
There can be high monitoring costs and risk that the technology eventually appears in the marketplace.
C.
Coordination costs can be high and organizational cultures can clash, limiting the outcomes.
D.
Firm does not own or control the unique technology; it depends on another firm.
E.
Purchase of the company can be expensive.
56.
Companies that excel at solving problems, seeking and finding new approaches, and sharing new knowledge with all members of an organization are known as:
A.
defender firms.
B.
learning organizations.
C.
analyzer firms.
D.
strategic organizations.
E.
organic firms.
57.
The _____, in an effort to exploit untried technologies, invents new products or finds new ways to produce old products.
A.
franchisee
B.
angel investor
C.
stockholder
D.
entrepreneur
E.
executive champion
58.
Which of the following is a responsibility of the chief information officer?
A.
Developing new technology
B.
Finding new ways to produce old products
C.
Searching for support and acceptance for a new idea
D.
Identifying ways that technology can support the company’s strategy
E.
Developing skills needed to install and operate new technology
59.
Which of the following describes a technical innovator?
A.
Has the status, authority, and resources to support an innovation
B.
Promotes a new technology throughout the organization
C.
Develops a new technology
D.
Coordinates the technological efforts of various business units
E.
Assesses technological implications
60.
Which of the following describes a product champion?
A.
Has the status, authority, and resources to support an innovation
B.
Promotes a new technology throughout the organization
C.
Develops a new technology
D.
Coordinates the technological efforts of various business units
E.
Assesses technological implications
61.
In an effort to decrease the amount of waste produced in her department, Taylor, a technician, developed a device. She felt that her device would be useful for all technicians. She tried to convince her supervisor and higher authorities to provide the resources needed to make the device on a large scale. Her role is that of a(n):
A.
entrepreneur.
B.
technical innovator.
C.
executive champion.
D.
product champion.
E.
technology officer.
62.
Which of the following describes an executive champion?
A.
Possesses the status, authority, and resources to support an innovation
B.
Promotes an idea throughout the organization
C.
Develops a new technology
D.
Coordinates the technological efforts of various business units
E.
Assesses technological implications
63.
_____ refers to special temporary project structures established by a company that are isolated from the rest of the organization and allowed to operate under different rules.
A.
Skunkworks
B.
Technology trading
C.
Development project
D.
Research partnerships
E.
Joint ventures
64.
Focused organizational effort to create a new product or process via technological advances is known as:
A.
development project.
B.
sociotechnical system.
C.
benchmarking.
D.
technology scanning.
E.
technological strategy.
65.
Which of the following is true of development projects?
A.
They promote an idea throughout the organization, searching for support.
B.
They develop the skills needed to install and operate new technology.
C.
They assess the technological implications of major strategic initiatives.
D.
They adopt an early-follower strategy to grab a dominant position in the market.
E.
They feature a cross-functional team that works together on an overall concept.
66.
The _____ approach redesigns tasks in a way that jointly optimizes the social and technical efficiency of work.
A.
sociotechnical systems
B.
structural systems
C.
technology-oriented systems
D.
remodeling systems
E.
ergonomic
67.
Which of the following is true of a world-class organization?
A.
It merely strives for improvement.
B.
It applies the best and latest knowledge and ideas.
C.
It has a lofty, impossible, unnecessary goal.
D.
It focuses on competition instead of profits.
E.
It enforces rigid rules and regulations for employees.
68.
Which of the following is a characteristic of enduringly great companies?
A.
They are driven by incremental goals.
B.
They focus on beating the competition.
C.
They have a strong strategy that they believe in deeply.
D.
They undergo continuous change.
E.
They focus only on profits.
69.
The _____ refers to the belief that things must be either A or B and cannot be both.
A.
devil’s advocate
B.
innovator’s dilemma
C.
just-in-time manufacturing
D.
make-or-buy decision
E.
“tyranny of the or”
70.
The _____ refers to the ability to achieve multiple objectives at the same time.
A.
make-or-buy decision
B.
“genius of the and”
C.
management myopia
D.
laissez faire style
E.
just-in-time manufacturing
71.
_____ is a systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness.
A.
Organization development
B.
Management myopia
C.
Outplacement
D.
Groupthink
E.
Performance
72.
_____ refers improving the organization’s ability to respond to customers, stockholders, governments, employees, and other stakeholders, which results in better-quality products, higher financial returns, and high quality of work life.
A.
Product champion
B.
Management myopia
C.
Skunkworks
D.
Organizational effectiveness
E.
Technical innovation
73.
_____, an organization development technique, include helping organizations conduct mergers and acquisitions, change their strategies, and develop alliances.
A.
Strategic interventions
B.
Tactical interventions
C.
Human resources management interventions
D.
Technostructural interventions
E.
Human process interventions
74.
_____ interventions, an organization development technique relate to organization structure and design, employee involvement, and work design.
A.
Technostructural
B.
Strategic
C.
Tactical
D.
Human process
E.
Human resources management
75.
_____ interventions, an organization development technique, include attracting good people, setting goals, and appraising and rewarding performance.
A.
Strategic
B.
Technostructural
C.
Human process
D.
Tactical
E.
Human resources management
76.
_____ interventions, an organization development technique, include conflict resolution, team building, communication, and leadership.
A.
Human resources management
B.
Strategic
C.
Outplacement
D.
Human process
E.
Technostructural
77.
Jane, a secretary at a law firm, had a comfortable job with fixed working hours. Suddenly, her boss informed her that she would have to start working extra hours from the next week. He said that the firm had received many new clients and so the workload had increased. However, he reassured her that she would be paid more for the extra work. Taken aback, Jane refused to comply with his wishes. Which of the following is a reason why she resisted the change?
A.
Jane had formed a different assessment of the proposed change.
B.
The change was unexpected and took Jane by surprise.
C.
Jane did not understand why the change was being implemented.
D.
Jane felt that it was a management tactic.
E.
Jane felt that the change was not in her best interest.
78.
Samuel, project manager of a manufacturing company, observed that the quality of customer service was not too good. Employees were not motivated enough to solve the problems of clients. Samuel felt that the employees needed a pep talk to help them deliver better service. Based on this scenario, Samuel has identified a:
A.
service initiative.
B.
performance gap.
C.
management problem.
D.
proactive need for change.
E.
need for technological innovation.
79.
Who developed force-field analysis?
A.
Lawrence Ellison
B.
Kurt Lewin
C.
Frederick Taylor
D.
Peter Drucker
E.
Adam Smith
80.
Strengthening the new behaviors that support the change is known as:
A.
moving.
B.
unfreezing.
C.
freezing.
D.
refreezing.
E.
enforcing.
81.
In return for cooperating with the management in the implementation of a major organizational change, Leopold Textiles granted extra leave to its employees. Which of the following methods for managing resistance to change does this scenario exemplify?
A.
Education and communication
B.
Facilitation and support
C.
Negotiation and rewards
D.
Manipulation and cooptation
E.
Explicit and implicit coercion
82.
When managers apply punishment or the threat of punishment to those who resist change, this method of managing change is known as:
A.
negotiation and rewards.
B.
explicit or implicit coercion.
C.
manipulation and cooptation.
D.
education and communication.
E.
facilitation and support.
83.
_____ means responding to pressure after a problem has arisen.
A.
Performance gap
B.
Make-or-buy
C.
Refreezing
D.
Management myopia
E.
Reactive change
84.
_____ means anticipating and preparing for an uncertain future.
A.
Technology audit
B.
Product innovation
C.
Proactive change
D.
Disruptive innovation
E.
Differentiation
85.
_____ take the current industry structure and its future evolution as givens and choose where to compete.
A.
Shapers
B.
Defenders
C.
Adapters
D.
Analyzers
E.
Devil’s advocates
Essay Questions
86.
Describe the four types of technologies categorized according to their competitive value.
87.
Discuss the three broad types of organizations with regard to technology adoption.
88.
Discuss why economic viability must be considered when making technology decisions.
89.
Explain at least three technology acquisition alternatives.
90.
Explain the three key roles that people may play within an organization to acquire or develop technology.
91.
Explain the benefits of a development project.
92.
According to the authors of Built to Last, explain the "tyranny of the or" and the "genius of the and."
93.
Discuss any three reasons for resistance to change.
94.
Describe two effective approaches to managing resistance and enlisting cooperation.
95.
Describe the different strategies used by companies to compete in an uncertain future.
Multiple Choice Questions
Scenario A. Use the information given below to answer the questions that follow. Your organization is at a critical growth stage with regard to its technology. A team of three people have been assigned specific jobs by the chief technology officer. The assignments are: • Study the key technologies on which an organization depends and their competitive value. • Look at other companies that are successful and identify ways in which your organization can emulate the practices of the other companies. • Find out what is new in the industry. Be an "industry detective"—everything from reading up on industry reports to attending meetings and listening closely to what people are talking about.
96.
Based on the scenario, the first assignment is an example of:
A.
benchmarking.
B.
organizational culture audit.
C.
SWOT analysis.
D.
technology audit.
E.
environmental scanning.
97.
Based on the scenario, the second assignment is an example of:
A.
benchmarking.
B.
organizational culture audit.
C.
SWOT analysis.
D.
technology audit.
E.
environmental scanning.
98.
Based on the scenario, the third assignment is an example of:
A.
benchmarking.
B.
organizational culture audit.
C.
SWOT analysis.
D.
technology audit.
E.
environmental scanning.
Scenario B. Use the information given below to answer the questions that follow. You work for a large software design firm, in a small department that is charged with initiating new ideas for software products for the children's market. You believe that children want fantasy-based computer programs. Although this is not the current trend in your industry, you develop a software package that appeals to children, fosters creativity, and enables the child to use his or her imagination to create a make believe future career. For instance, they get to be a professional baseball player or a CEO. Your manager is surprised by the idea when you show her the developed product. However, she feels that it is a good idea, but it will be hard to sell to upper management. At your presentation to senior management, the product is not accepted. Not losing hope, you and your manager make an appointment with the vice president who was not present at the meeting and discuss the idea with him. Fortunately, he agrees to take the matter up with the rest of the members of upper management for a detailed discussion.
99.
In this scenario, your role would be described as the:
A.
product champion.
B.
executive champion.
C.
advising inventor.
D.
technical innovator.
E.
technical advisor.
100.
In this scenario, your manager's role would be described as the:
A.
product champion.
B.
executive champion.
C.
advising inventor.
D.
technical innovator.
E.
technical advisor.
101.
In this scenario, the vice president's role would be described as the:
A.
product champion.
B.
executive champion.
C.
advising inventor.
D.
technical innovator.
E.
technical advisor.
Scenario C. Use the information given below to answer the questions that follow. A large bureaucratic organization is about to undertake a massive change in the way they do business. These changes will include redesigning processes, reward systems, and managerial selection and training. It is believed that these changes will ultimately create a more efficient, effective, and profitable company. The organizational culture is also expected to eventually shift. The senior leaders in the organization have studied the general model for managing resistance to change and believe that they are prepared for the situation.
102.
Which of the following is a direct way to help employees recognize that their old ways are obsolete?
A.
Tell them that they will be fired if they do not switch to the new ways
B.
Discuss the negative consequences by comparing the organization's performance to that of its competitors
C.
Discuss the positive consequences for them personally if they adopt the changes
D.
Show them the new way to perform their job
E.
Explain the new resources that will available after the change is implemented
103.
Which of the following techniques is used to identify what prevents people from changing?
A.
Performance gapping
B.
Make-or-buy decision
C.
Groupthink
D.
Force-field analysis
E.
Brainstorming
104.
Which of the following statements is true regarding refreezing, the third step in the general model for managing resistance?
A.
It involves strengthening new behaviors that support the change.
B.
The changes must start with upper management.
C.
It may involve implementing new technologies that support the change.
D.
If it creates new behaviors that are similar to the old ones, it a good step to take.
E.
It involves reprimanding those that do not implement the change.
Scenario D. Use the information given below to answer the questions that follow. Power Nutrition Inc. sells performance enhancing foods and beverages for athletes and active people. In a recent product development meeting, Bob suggested that the company should acquire the newly developed technology, created by Pharma Corp., for infusing vitamin and mineral blends into food. Bob believed it would be easier to acquire the technology directly from Pharma Corp. Gary felt that the method of infusing blends in the new energy bars should be developed within the company. He knows it may take longer but feels that the competitive advantage it would provide was worth the wait. Joyce suggested that the company should work jointly with Pharma Corp. to develop an entirely new product. She felt that Power Nutrition Inc. did not possess sufficient financial resources to purchase the technology from Pharma Corp.
105.
Based on the scenario, which method of acquiring technology does Bob favor?
A.
Internal development
B.
Licensing
C.
Contracted development
D.
Purchase
E.
Research partnership
106.
Based on the scenario, which method of acquiring technology does Gary favor?
A.
Internal development
B.
Licensing
C.
Contracted development
D.
Purchase
E.
Research partnership
107.
Based on the scenario, which method of acquiring technology does Joyce favor?
A.
Internal development
B.
Licensing
C.
Contracted development
D.
Purchase
E.
Research partnership
_____ are proactive "technology-push" innovators and have cultures that are outward-looking and opportunistic.
The question an organization asks itself about whether to acquire new technology from an outside source or develop it internally is known as
Which of the following is a disadvantage of licensing as a means of acquiring new technology?
Change that affects the way outputs are produced is called _____.
Which of the following is a disadvantage of joint ventures as a means to acquire new technology?
Which of the following is a disadvantage of purchasing technology that already is available in products or processes?
Which of the following is an advantage of internal development as a means of acquiring new technology?
Which of the following is an advantage of purchasing technology already available in products or processes?
During the unfreezing stage of the three-stage model to manage resistance against change, management
Which of the following is a function of product champions?
Even though there are many accounting software products available in the market, some people still resist utilizing them because they are comfortable with their old ways of manually preparing and maintaining their accounts. Which of the following is the reason for this resistance to change?
Which of the following is true of emerging technologies?
Which of the following is true of the moving stage in the three-stage model for managing resistance to change?
When compared to defender and analyzer firms, early adopters of new technologies tend to be
Which of the following helps organizations have sustained, superior performance?
Which of the following is true of organization development (OD)?
In the context of companies trying different strategic postures to compete in an uncertain future, _____ are those who try to change the structure of their industries, creating a future competitive landscape of their own design.
Employees in a manufacturing company are resisting the management's decision to introduce changes in the production process. They fear that they will lose their prominence and eventually their jobs if the management decides to alter the production process by installing new machineries. Which of the following reasons can be attributed to their resistance?
1.
According to the guidelines of goal-setting theory, which of the following goals is most likely to stimulate performance?
2.
The act of changing a task to make it inherently more rewarding, motivating, and satisfying for the concerned people is referred to as
3.
An agreement between a start-up and an established company that agree to combine capital and technical expertise; what is this method of acquiring new technology?
4.
The anti-lock braking system is a desired feature that can provide automobiles a significant competitive edge. However, it is not used uniformly by every automobile company. Thus this technology is best grouped under:
5.
Arnold was discussing with other managers on how they can improve the competition and team spirit within the organiztaion by arranging a soccer match between different departments. Which of the following forms of organizational communication does this scenario exemplify?
6.
A company is said to lack control when there is a ____ i.e. the firm's expectations are not established
7.
Daniel, the manager at Kingsley Corp., takes an employee off probation because of improved performance. This is an example of:
8.
E-mail is most appropriate for
9.
External audits are useful for preliminary control because they
10.
Flexible manufacturing practices such as just-in-time, mass customization, and simulataneous engineering are examples of
11.
For motivation to be high, ___
12.
Ian refrains from telling his manager Miranda about some information, and this means he is engaged in:
13.
Identify a feature of the new team environment
14.
_____ indicates the company's ability to meet its long-term financial obligations
15.
In Maslow's need hierarchy, which of the following levels of need includes the need for recognition and respect from others?
16.
In the context of Maslow's need hierarchy, the need found at the bottom of the pyramid is the___ need
17.
In the context of teams, ____ have no managerial responsibilities
18.
In the context of working relationships between teams, ____ exist when top management centralizes an activity to which a large number of other units must gain access
19.
In the ____ stage of team development, group members agree on their shared goals and standards, leading to the development of close relationships
20.
In which order would the expectancy theory place the following events?
21.
_____ is best described as anticipating and preparing for an uncertain future
22.
The last step in a typical control system is
23.
Maria is known to favor some of her employees over others. For those she dislikes, she sets impossible performance goals so that they cannot possibly succeed, and their motivation suffers. This is an example of
24.
___ means that jobs are restructured or redesigned by adding higher levels of responsibility
25.
"Motivation" refers to forces that:
26.
___ occurs when a tightly knit team is so cooperative that agreeing with one another's opinions and refraining from criticizing others' ideas become norms
27.
A person who promotes a product's development within a company by trying to convince their supervisors and higher authorities to provide the resources needed to build and install the new technologies would be:
28.
The practice of using the same procedures to promote and discipline all employees the same in decision making and making sure others know that the process was implemented correctly is referred to as
29.
____ refers to a team strategy that requires team members to interact frequently with outsiders, diagnose their needs, and experiment with solutions
30.
____ refers to the flow of information from higher to lower levels in an organization's hierarchy
31.
Richard, a manager, has just received some bad news from his foreign counterpart about an ongoing negotiation. He is disturbed and thinking of ways to control the damage. At the same time, a subordinate walks into his office and asks for an extended leave due to a family emergency. Richard refuses to grant the leave despite it being an emergency situation. In this situation, Richard's disturbed mood is representative of ___ in the communication process between himself and his subordinate
32.
Roger is the marketing manager in a small firm. In addition to his marketing-related duties, he is also in charge of recruitment. This is an example of:
33.
Sense of fulfillment in a job, such as the feeling of being glad to do a job even if there was no pay
34.
____ show the relative amount of funds in the business supplied by creditors and shareholders
35.
The six sigma approach is based on a ____ that contributes to customer satisfaction
36.
A small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable is referred to as a:
37.
Stretch goals are best defined as
38.
To be effective, control systems must
39.
Trying to sell washing machines with dryers in a tropical country, but nobody wants to buy the machines since people usually hung their washed clothes out in the sun to dry. The lack of ____ was responsible for the failure of the product
40.
What is a disadvantage of oral communication that can lead to a difficult situation?
41.
What is a good reason that a CEO could send an e-mail to employees describing some new changes and its benefits to a company?
42.
What is true of development projects?
43.
When a company shares its financial goals, income statements, etc. with all its employees; the company engages in the practice of
44.
When a team is appointed by a manager, the manager can expect the ___ phase of team development after the "forming" phase
45.
Which of the following best describes instrumentality?
46.
Which of the following differentiates a group from a team?
47.
Which of the following is a characteristic of a new team environment?
48.
Which of the following is an essential characteristic for a goal to be motivating?
49.
Which of the following is true of work teams?
50.
Which of the following practices will lead to sustained, superior performance in organizations?
51.
_____ work toward a one-time product, disbanding once their work is completed
1.
A company is said to lack control when there is a(n) ___, that is the firm's expectations are not established
2.
Which of the following is considered a disability under Americans with Disabilities Act (ADA)
3.
The ____ defines a disability as a physical or mental impairment that substantially limits one or more major life activities
4.
A common reaction to conflict is ...
5.
When employees believe that their differences are not merely tolerated but valued, they are likely to ...
6.
Which of the following types of interview explores what candidates have actually done in the past?
7.
is the process of comparing a firms practices and technologies with those of other organizations
8.
compares and organization's practices and technologies with those of other companies
11.
Self-managed teams report to a management representative who sometimes is called the ...
12.
refers to how attractive the team is to its members, how motivated members are to remain in the team, and the degree to which team members influence one another.
13.
E-mail is most appropiate for
14.
is defined as a process in which one party perceives that its interests are being opposed or negatively affected by another party
15.
is a normal part of life in organizations
16.
In the context of performance appraisals, in a(n) ___ technique, the manager keeps a regular log by recording each significant employee behavior that reflects the quality of his or her performance.
17.
360-degree appraisal is the process of using multiple sources of appraisal to gain a comprehensive perspective on one's performance. In this process, feedback is obtained from all of the following except.
18.
At the ___ leadership level, team leader handles most (if not all) of the leadership duties, including assigning tasks, making and explaining decisions, training team members, and managing members one-on-one
19.
refers to laying off large numbers of managerial and other employees.
20.
is the legal concept that an employee may be terminated for any reason
21.
is the process of sharing power with employees, thereby enhancing their confidence in their ability to perform their jobs and their belief that they are influential contributors to the organization
22.
Motivation refers to forces that
24.
is an evaluation conducted by one organization of another organization
25.
communication is the richest medium because it offers a variety of cues in addition to words
26.
control focuses on the use of information about results to correct deviations from the acceptable standard after they arise
27.
Research suggests that regardless of nationality or religion, most people embrace a set of ___ core values
28.
communication moves upward, downward, or horizontally
29.
In the ___ stage of team development, rules and roles are established that set long-lasting precedents
30.
Typically, conflict can ...
31.
In the context of incentive systems, ___ reward employees for productivity or saving money in areas under their direct control
32.
states that people have conscious goals that energize them and direct their thoughts and behaviors toward a particular end
33.
In a collective bargaining, a(n) ___ gives workers a voice in what goes on during contract negotiations and administration
34.
A(n) ___ is a collection of people who interact to undertake a task but do not necessarily perform as a unit or achieve significant performance improvements
35.
occurs when a tightly knit team is so cooperative that agreeing with one another's opinions and refraining from criticizing others' ideas become norms
36.
Even when managers do not themselves engage in ___, if they fail to prevent it or to take appropriate action after receiving legitimate complaints about it, they may still be held liable, along will their companies, if a lawsuit is filed.
37.
occurs when unwelcome sexual conduct has the purpose or effect of unreasonably interfering with job performance
38.
The ___ standard applies to same-sex harassment, as well as to non-gender related cases, such as a pattern of racial or ethnic slurs.
39.
Tying the employee training to specific, measurable business goals ___ its usefulness and makes it easier to assess
40.
A(n) ___ is the most common type of incentive plan. It compares a worker's performance against an objective standard with pay determined by his or her own performance.
41.
In a collective bargaining, a(n) ___ clause includes the use of seniority to determine pay increases, job bidding, and the order of layoffs
42.
tests are administered by employers to assess the honesty of a job candidate
43.
Which of the following the true of face-to face communication?
44.
which of the following is a definition of control 96
45.
Which is of the following is true of communication?
46.
is the act of giving people additional tasks at same time to alleviate boredom
47.
is the act of changing a task to make it inherently more rewarding motivating, satisfying for the people concerned
48.
In ___, workers are given additional tasks at a higher level of responsibility
49.
means that jobs are restructured or redesigned by adding higher levels of responsibility.
50.
is intended to alleviate boredom by giving people different things to at different times
51.
In the context of training methods, ___ refers to assigning employees to different roles in the organization to broaden their experience and improve their skills
52.
is an evaluation of the effectiveness and efficiency of various systems within an organization
53.
is the degree to which a communication channel conveys information
54.
Which of the following the least rich communication medium?
55.
When objective performance measures are unavailable but the company still wants to pay on performance, it uses a(n)
56.
is an analysis identifying the jobs, people, and departments for which training is necessary
57.
In the ___ stage of team development, group members agree on their shared goals and standards, leading to the development of close relationships
58.
are described as shared beliefs about how people should think and behave
59.
is the practice of sharing with employees at all levels of an organization vital information previously meant for managements eyes only
60.
Face-to-face discussion, telephone conversations, and formal presentations are examples of ...
61.
helping dismissed workers find employment elsewhere
62.
In a(n) leadership approach, the team leader seeks input from group members for decisions, provides assignments and experiences to develop members' skills and abilities, coordinates group effort, and the like
63.
can help organizations recoup the costs of their investments in technological innovations
64.
According to Maslow's need hierarchy, which of the following statements is true?
65.
is the process of receiving and interpreting information
66.
training is designed to introduce new employees to their jobs and the company, and to familiarize them with policies, procedures, culture, and th like
67.
___ can occur when performance is good but someone realizes that it could be better.
68.
In the ___ stage of team development, the group channels its energies into executing its tasks
69.
According to the Americans with Disabilities Act (ADA), a disability is strictly defined as
70.
is best described as anticipating and preparing for an uncertain future.
71.
Required information for preparing a ___ budget includes types and capabilities of machines and availability of materials
72.
is a set of perceptions of what employees owe their employers and what their employers owe employees.
73.
A ___ refers to a set of perceptions of what employees think their employees owe them and vice versa
74.
create a workplace that enhances employee well-being and satisfaction
75.
Which of the following is the best described as responding to pressure after a problem has arisen?
76.
the development of a pool of applications for jobs in an organization
77.
A managerial performance test in which candidates participate in a variety of exercises and situations is known as
79.
Teamwork is motivated by tying ___ to team performance.
80.
are described as different sets of expectations for how different individuals should behave
81.
Among the roles that superior team leaders perform, ___ involves seeking information from managers, peers, and specialists, and investigating problems systemically
82.
Empowerment is process of
83.
In Maslow's hierarchy, ___ need refers to a need for friendship, affection, belonging, and love.
84.
when individuals are more motivated to work hard when others are present, are concerned with what others think of them, and want to maintain a positive self-image, the phenomenon is known as
85.
In the United States, which of the following is an employee benefit required by law
86.
is the level of expected performance for a given goal: a target that establishes a desired performance level, motivates performance, and serves as a benchmark against which actual performance is assesssed
87.
In the ____ stage of team development, hostilities and conflict arise, and people jockey for positions of power and status
88.
What type of goals can shift people away from mediocrity?
89.
the targets that are exceptionally demanding and novel
90.
The selection technique that involves asking each applicant the same questions and comparing their responses to a standardized set of answers is...
91.
A ___ is a small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable
92.
are people who boost morale, give support, provide humor, or soothe hurt feelings within a group.
93.
Which of the following is true of the richest media?
94.
How do businesses benefit by hiring physically disabled people?
97.
In the context of employee benefits, ____ provides financial support to employees laid off for reasons they cannot control
98.
Which of the following is the most effective method of managing inertia?
99.
During the ___, management realizes that its current practices are no longer appropriate and the company must break out of its present mold by doing things differently.
100.
In a ___, the contract requires workers to join the labor organization after a set period of time
101.
A vital source of useful observations comes from all of the following except ...
102.
refers to a set of Internet-based applications that encourage user-provided content and collaboration
103.
In the context of labor relations, ____ refers to a situation wherein workers walk off the job in violation of their contract
104.
In the context of employee benefits, ____ provides financial support to employees suffering a work-related injury or illness
_____ firms adopt an early-follower strategy to grab a dominant position more from their strengths in marketing and manufacturing than from technological innovation.
_____ are the values of the various items the corporation owns.
Select the relationship represented by the balance sheet.
In _____, members control decisions about and execution of a complete range of tasks—acquiring raw materials and performing operations, quality control, maintenance, and shipping.
A _____ refers to a control system combining four sets of performance measures: financial, customer, business process, and learning and growth.
_____ keep CEOs focused on the company's longer-term health.
A(n) _______ is a report that shows the financial picture of a company at a given time and itemizes assets, liabilities, and stockholders' equity.
______ technology is commonplace in the industry and provides little competitive advantage.
"Wow, my previous employer never did this," whispered Dylan to his coworker during the monthly staff meeting. "Now I'm seeing my new division manager present internal-confidential financial information in a meeting." His coworker replied, "Our division manager has said that this information needs to be easily available to our staff so that our organization can function better." As described here, Dylan's division is an example of a ________ organization.
Electronic communication
The _____ budget is essential to every business.
________ control is based on the norms, values, shared goals, and trust among group members.
_____ refers to how attractive the team is to its members, how motivated members are to remain in the team, and the degree to which team members influence one another.
E-mail is most appropriate for
A conflict management strategy that results in satisficing but not optimizing solutions is
Select the definition of control.
The role of a management team is to
A ___________________ budget is used for areas of the organization that incur expenses but produce no revenue.
In the context of roles of a superior team leader, empowering refers to
_____ is a process by which a product, service, or business model takes root initially in simple applications and then moves "up market," eventually displacing established competitors.
_____ communication is the flow of information from higher to lower levels in an organization's hierarchy.
Two of Ian's subordinates approached him to resolve a work-related conflict between them. Ian decided upon a solution and framed an e-mail to inform his subordinates. However, one of the subordinates might be offended by Ian's decision. Which of the following is a reason why he should avoid using e-mail to resolve the conflict?
An advantage of using electronic media at work is that it
Organizations that operate closer to the cutting edge of a technology rely more on _________________ and less on benchmarking what is already being practiced elsewhere.
In the context of roles of a superior team leader, relating refers to
A(n) _______ is an evaluation conducted by one organization of another organization.
_____ communication is the richest medium because it offers a variety of cues in addition to words.
Natalie, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as sensitively as possible, without hurting the employee's feelings and self-confidence. Which of the following modes of communication would be most appropriate in this situation?
_____ motivates people and provides information that enables them to correct their own deviations from performance standards.
_____ control focuses on the use of information about results to correct deviations from the acceptable standard after they arise.
_____________ control is future oriented and aims to prevent problems before they arise.
Diana works as a senior manager and as part of her improvement program, she asked her team members to state what they felt was a demerit in her leadership style. Nobody criticized Diana because they knew that she liked being praised by her peers and friends. In this scenario, the team members were engaged in
A disadvantage of licensing as a means of acquiring new technology is that
In the _____ stage of team development, rules and roles are established that set long-lasting precedents.
The _____ refers to the ability to achieve multiple objectives at the same time.
In a conversation during lunch, Billy was casually discussing with other managers how they can improve the competition and team spirit within the organization by arranging a soccer match between different departments. This organizational communication exemplifies
_____ occurs when a tightly knit team is so cooperative that agreeing with one another's opinions and refraining from criticizing others' ideas become norms.
Traditionally, boards try to control CEO performance mainly through
_____ is the tendency of managers to miss the significance of disruptive changes because they are focused on investing in and making incremental improvements to their core profitable businesses.
Assessing the planning, organizing, leading, and controlling efforts of one's own organization is the essential function of
An advantage of written communication is that it
Bureaucratic control
A disadvantage of oral communication is that
Select the true statement regarding the use of electronic media at work.
Select the correct statement regarding six sigma.
_____ technologies have proved effective but offer a strategic advantage because not everyone knows or uses them.
The anti-lock braking system is a desired feature that can provide automobiles a significant competitive edge. However, it is not used uniformly by every automobile company. Thus, this technology is best grouped under ______ technologies.
_____ are the amounts the corporation owes to various creditors.
A(n) _____ relationship is created when managers are called on to mediate conflict between two organizational units.
_________ is when an organization asks itself about whether to acquire new technology from an outside source or develop it internally.
A(n) _____ is based on authority stemming from hierarchical rank and is responsible for the overall performance of the business unit.
_____ coordinate and provide directions to the subunits under their jurisdiction and integrate work among subunits.
During challenging times when resources are limited and budgets need to be stretched, _____ control becomes crucial for survival.
_______________ is the first consideration in developing a strategy around technological innovation.
A disadvantage of written communication is that
________ is any interference in the communication process that blocks perfect understanding.
In the _____ stage of team development, group members agree on their shared goals and standards, leading to the development of close relationships.
Budgeting information is
_____ is best described as a systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness.
In a(n) _____ leadership approach, the team leader seeks input from group members for decisions, provides assignments and experiences to develop members' skills and abilities, and coordinates group effort.
A _____ can occur when performance is good but someone realizes that it could be better.
In the _____ stage of team development, the group channels its energies into executing its tasks.
_____ lay(s) out a framework for the future and provide(s) a blueprint for control.
Control and _____ have been called the Siamese twins of management.
A disadvantage of using electronic media at work is that
Required information for preparing a _____ budget includes types and capabilities of machines and availability of materials.
The _____ is an itemized financial statement of the income and expenses of a company's operations.
A(n) _______ is an itemized financial document of the income and the expenses of a company's operations.
_____ have specific assignments, such as research, and members usually must contribute expert knowledge and judgment.
_____ firms typically have technology champions who articulate competitively aggressive, first-mover technological strategies.
Executives in _____ firms give priority to developing and exploiting technological expertise, and decision makers have bold, intuitive visions of the future.
An advantage of oral communication is that the
Motivating people to change often requires three basic stages. One of these is ______________, or strengthening the new behaviors that support the change.
_____ is an arrangement for jointly developing a particular new technology.
_____ are described as different sets of expectations for how different individuals should behave.
To ensure that a team is successful, it is important for the team leader to
In _____, workers are trained to do all or most of the jobs in the unit, they have no immediate supervisor, and they make decisions previously made by first-line supervisors.
The first step in a typical control system is
Glynnis, an employee, received an e-mail from an angry client about a certain product. Although it was not Glynnis's fault, she hesitated to report it to her manager because she knew that she would be blamed for it and could even be fired. In this case, which of the following is true of Glynnis's company?
_____ refer to special temporary project structures established by a company that are isolated from the rest of the organization and allowed to operate under different rules.
_____ are targets that establish desired performance levels, motivate performance, and serve as benchmarks against which to assess actual performance.
_____ is the amount accruing to the corporation's owners.
In the _____ stage of team development, hostilities and conflict arise, and people jockey for positions of power and status.
The last step in a typical control system is
A _______ is a small number of people with complementary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselves mutually accountable.
An advantage of internal development as a means of acquiring new technology is that
A(n) ______ price is internally charged by one organizational unit for a good or service that it supplies to another unit.
_____ differ from other work teams not only by being multicultural but also often by being geographically dispersed, being psychologically distant.
_______ is a transmission of information wherein the receiver of a message provides feedback and the sender is receptive to the feedback.
The _____ refers to the belief that things must be either A or B and cannot be both.
An essential characteristic of enduringly great companies is that they
Market control
To communicate effectively with someone who speaks a different language, ______________________ should be avoided.
The CEO of a multinational company finds that profits are drastically decreasing. He realizes that the employees need to be immediately made aware of the challenges the company is facing, and he wants them to know he is personally concerned. The company has several branches in various parts of the world. Which of the following is an appropriate media for the CEO to use?
__________ are physically dispersed and communicate electronically more than they do face-to-face.
typically are well defined and a clear part of the formal organizational structure.
1.
An advantage of oral communication is that the
3.
A(n) ______ price is internally charged by one organizational unit for a good or service that it supplies to another unit.
4.
______ are companies that excel at solving problems, seeking and finding new approaches, and sharing new knowledge.
5.
Clement manages a large business unit in a global corporation. Recently, the business unit has experienced recruiting failures. Clement needs to change the long-standing recruiting process, although many staff will resist any changes, including Scott, a tremendous talent but a "loose cannon." Scott has been vocal in his criticism of the recruiting program. What is a covert tactic that Clement might successfully employ to change his recruiting program and gain the staff's acceptance of the changes?
7.
________ control is based on the norms, values, shared goals, and trust among group members.
8.
"Dennis, we have the organization, the manpower, and the marketing to deliver the technology to our customers; however, we don't own the patent upon which the technology will be based," argued Austin. "TriGroup, the patent owner, is too small to commercialize any technologies. Significant effort will be required to convert the patent into a viable technology. Buying the patent or TriGroup would be too expensive. I recommend that, instead, we form a ____________________ to jointly develop the technology."
9.
A division manager whispered to his peer as they left the monthly executive meeting, "Our new CEO is going to play hardball. Any of us whose division is performing with significant negative deviation from the established budget is going to get a lot of her concentrated attention." "What do you expect?" countered Randy. "She told us in our meeting that she would be using ____________ as part of her control system."
10.
"Don," said Sasha, production manager, "You were an hour late to work today, the third time in six weeks. I counseled you about this problem the previous two times. With this third infraction, I am putting you on formal performance probation, effective immediately. Please read this memo from me to you, with a copy to Human Resources, outlining my expectations of you regarding punctuality, and the outcomes if you are able to meet these expectations or not." The memo is an example of ____________ communication.
11.
Edward had tossed and turned all night, sleeping poorly, worrying about his production management responsibilities. Now, in this morning's meeting with Tanya, his best worker, he can barely stay awake, much less pay attention to what she is saying. The communication process is being hampered by
13.
The employees of an organization have heard rumors about rapidly dropping profits and impending layoffs. The grapevine is abuzz with bad news. People are nervous and anxious, and are starting to believe whatever is being said without verifying the source. In this situation, an appropriate action for a manager to take is to
14.
A function of a technical innovator is to
15.
_______ has become a necessary part of a manager's control repertoire.
16.
he richest media
17.
"I have to help my operations manager reduce expenses," said Oliver, "but my expense categories—salaries, fringes, supplies, and fixed costs—are too general to give me guidance." Candice, his accounting supervisor, said, "Let me show you a different approach, so that you can develop data that will identify areas for expense reduction. I suggest that you use ______________. It will identify streams of activity to which you can then allocate costs across particular business processes according to the time employees devote to those activities."
18.
_____ is a process by which a product, service, or business model takes root initially in simple applications and then moves "up market," eventually displacing established competitors.
19.
_____ is the tendency of managers to miss the significance of disruptive changes because they are focused on investing in and making incremental improvements to their core profitable businesses.
20.
"I think that we can manufacture 12,000 units next year," said Hector, factory manager for XY Enterprises. "But I will need to buy significantly more tons of raw material and more replacement parts." Jill, Operations Division Manager, replied, "Hector, I'm glad to hear that. You will need to include all of these physical units in your ___________ budget for next year."
21.
_____ lay(s) out a framework for the future and provide(s) a blueprint for control.
23.
Natalie, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as sensitively as possible, without hurting the employee's feelings and self-confidence. Which of the following modes of communication would be most appropriate in this situation?
24.
_____ provide essential feedback control when they identify legal and ethical lapses that could harm the organization and its reputation.
25.
"Ryoo, you're in a rut. You must expand your horizons and your knowledge," said his mentor and former manager, Neal. Neal should advise Ryoo to continuously _________ in order to explore, discover, and take action, repeating this cycle as he progresses in his career, making opportunity and advantage renewable.
26.
_____ technologies have proved effective but offer a strategic advantage because not everyone knows or uses them.
27.
"The new phones are really high-tech, but they are also very complicated to use," said Belinda, administrative manager for Wellman Enterprises. "I will schedule several training workshops that the staff can attend, and I will teach them how to use the phones." The bureaucratic control that Belinda will use is _____________ control.
28.
"We've had to cut our overhead expenses, and we let go several of our support staff," said J. Richard Peale, Managing Partner of Lockstill and Ratcliffe LLC. "However, I am counting upon each of us to creatively deliver even better legal services to our clients, although we've each had to pick up extra work that was previously done by our support staff." J. Richard is counting upon his team to subscribe to the belief known as the ____________, the ability to achieve multiple objectives at the same time.
1.
According to the Americans with Disabilities Act (ADA), a disability is strictly defined as
2.
An advantage of internal development as a means of acquiring new technology is that
3.
An advantage of written communication is that it
4.
A(n) _______ is an itemized financial document of the income and the expenses of a company's operations.
5.
A(n) _______ is a report that shows the financial picture of a company at a given time and itemizes assets, liabilities, and stockholders' equity.
7.
Control and _____ have been called the Siamese twins of management.
8.
_____________ control is future oriented and aims to prevent problems before they arise.
9.
_____ detect and correct significant variations, or discrepancies, in the results of plans and activities.
10.
A disadvantage of oral communication is that
11.
A diverse workforce is _____ to succumb to groupthink.
12.
Even when managers do not themselves engage in _____, if they fail to prevent it or to take appropriate action after receiving legitimate complaints about it, they may still be held liable, along with their companies, if a lawsuit is filed.
13.
Executives in _____ firms give priority to developing and exploiting technological expertise, and decision makers have bold, intuitive visions of the future.
15.
Helena has developed and patented a new process for recycling plastic. A number of companies have expressed an interest in buying her company in order to gain access to the technology. If she sells her company, the buyer will be obtaining the new technology through
16.
Henry, a manager at Roberts Corp., recently illustrated ___________ by promoting two employees because their performance had greatly improved.
17.
in a(n) _____ leadership approach, the team leader seeks input from group members for decisions, provides assignments and experiences to develop members' skills and abilities, and coordinates group effort.
18.
In assessing market receptiveness, executives should typically determine whether the new technology
19.
In a traditional work environment,
20.
In leadership, vision
21.
in Maslow's need hierarchy, ______________ includes the need for recognition and self-esteem.
22.
In the context of Maslow's need hierarchy, the need found at the bottom of the pyramid is the _____ need.
23.
In today's service and technology economy, more positions require
24.
The ________ is an invisible barrier that makes it difficult for certain groups, such as minorities and women, to move beyond a certain level in the organizational hierarchy.
25.
_______ is the entire process of understanding and appreciating employee differences to build a more effective and profitable company.
26.
_____ is the tendency of managers to miss the significance of disruptive changes because they are focused on investing in and making incremental improvements to their core profitable businesses.
27.
Kobe, the manager at NetTrue Corp., took an employee off probation because of improved performance, illustrating
28.
_____ lay(s) out a framework for the future and provide(s) a blueprint for control.
29.
_____ leadership gives purpose and meaning to organizations by anticipating and envisioning a viable future for the organization and working with others to initiate changes that create such a future.
30.
Marc was one of Stephanie's lower-quartile performers, mainly due to punctuality. In Marc's annual performance review, he submitted his draft goals for the upcoming years. One of his goals was to "Improve my punctuality." Stephanie responded, "No, Marc. That goal is not acceptable. Your goal needs to be more ________________ so that you and I can monitor and measure whether or not you are attaining your goal.
31.
Motivation refers to forces that
32.
Organizations that operate closer to the cutting edge of a technology rely more on _________________ and less on benchmarking what is already being practiced elsewhere.
34.
Samuel's boss makes no managerial decisions but asks his employees to take the necessary steps in all aspects of work. Samuel's boss follows a(n) ________________ decision-making style.
35.
_____ seeks new technologies by reading cutting-edge research journals and attending conferences and seminars.
36.
Select the relationship represented by the balance sheet.
37.
Stretch goals are the
38.
______ technology is commonplace in the industry and provides little competitive advantage.
39.
The term ______ is used to refer to all kinds of differences including religious affiliation, age, disability status, economic class, and lifestyle in addition to gender, race, ethnicity, and nationality.
40.
________ theory proposes that people will behave based on their perceived likelihood that their effort will lead to a certain outcome and on how highly they value that outcome.
1.
Aryana's manager, Albert, told her not to share an e-mail with anyone because of its proprietary information, but another manager, Nicholas, asked her to forward it to him, saying that Albert approved. Without asking for a written request, Aryana forwarded the e-mail to Nicholas. When Albert found out, he said Aryana was guilty of being insubordinate, refusing to believe her story. What was the disadvantage of the oral communication between Aryana and Nicholas?
2.
"Boss, I frequently hear gossip and rumors on the grapevine—some of it rather disturbing. How do you advise that I deal with this information?" asked Bobby. Sam replied, "In my experience as an employee and as a manager, I advise you to
3.
Bruce thought, "My manager is going to be disappointed and surprised that I am leaving the organization after 15 successful years. Even though our offices are 100 miles apart, we have spent a lot of time together in person, over the phone, and via electronic communications over the past few years. I will have a hard time explaining and describing my complex reasons for leaving." What do you think Bruce should do first?
4.
_______ communication moves upward, downward, or horizontally.
5.
A disadvantage of oral communication is that
6.
Edgar gives a formal presentation to his team members about the new software that he has recently reviewed and favors. However, some members of the team disagree with Edgar. Edgar, irritated at being challenged, feels that the team members are making excuses for being lazy. In the context of this scenario, Edgar's judgment has been influenced by
8.
Frank Whitley, CEO of ParaGold, announced, "As part of our cost-cutting campaign, we're going to remove two layers of management. That cost reduction will create an added benefit of preserving intact the corporate messages that I communicate from my office, to all levels of the organization. I'm afraid that, in the past couple of years, our employees have received distorted or incomplete messages after having passed through multiple layers of management." Frank was acknowledging that
9.
Hector Madrid, CEO of BridgePoint Electronics, said to his division vice presidents, "For our corporate business plan for next year, I want each of you to work with your management teams to develop a SWOT analysis for your division, delivered to me no later than two weeks from today." The vice presidents' submission of SWOT analyses, based upon feedback from their management teams, to the CEO is an example of _________ communication.
10.
"It's been two days since I sent the e-mail, and I still haven't heard back from the client. I just don't know how he feels about the bad news I had to deliver," said Justin. His boss replied, "Why don't you call him? You know that a disadvantage of written communication is that
13.
Michelle needs a decision today about a product release. In an e-mail she asks for input from her team that is more in-depth than, "Looks good to me." However, as she had feared her team members' input lacks specificity or suggestions. The disadvantage of electronic communication that Michelle is experiencing is that it
15.
Sandi posts information about the new cleaning products her company has developed and how they are safe for the environment. Julia is using a(n) _____ to communicate.
17.
Select the true statement regarding electronic messages.
18.
Westin said to his division manager, "Roberto, if we win the Johnson contract next year, my business unit will contribute a profit of $1.5 million to your division. But, the odds of us winning the contract are quite small, so my annual plan should assume a profit of $0.8 million, which is still a record high number for us. That is much more realistic, but still challenging." "Great," said Roberto, "I'll put you down for $1.5 million." Westin left the meeting, frustrated that Roberto appeared to ignore him. Roberto was guilty of
19.
When sending powerful and persuasive messages, you need to avoid messages that are
20.
Yuto, a sales professional from Japan, and Aarav, a potential client from India, are having problems understanding each other's expectations while attempting to negotiate a services contract. This is most likely because
1.
An advantage of oral communication is that the
2.
A(n) ______________ is an example of company grapevine communication.
3.
Aryana's manager, Albert, told her not to share an e-mail with anyone because of its proprietary information, but another manager, Nicholas, asked her to forward it to him, saying that Albert approved. Without asking for a written request, Aryana forwarded the e-mail to Nicholas. When Albert found out, he said Aryana was guilty of being insubordinate, refusing to believe her story. What was the disadvantage of the oral communication between Aryana and Nicholas?
4.
___ communication is information shared among people on the same hierarchical level.
5.
Coolness, lack of interest, and a feeling of superiority are all signals of
6.
Dillion is being trained at his new job, but is having trouble communicating with his trainer, Amber. As a result, Amber feels that Dillon is negative and not willing to work. Even when talking with him, she still feels he is insincere because she has preconceived notions from his past behavior. In this scenario, Amber's _______ does not allow her to interpret Dillon's statements correctly.
7.
The employees of an organization have heard rumors about rapidly dropping profits and impending layoffs. The grapevine is abuzz with bad news. People are nervous and anxious, and are starting to believe whatever is being said without verifying the source. In this situation, an appropriate action for a manager to take is to
8.
George, a manager, has just received some bad news from his foreign counterpart about an ongoing negotiation. Disturbed and distracted, he is thinking of ways to control the damage when a subordinate walks into his office and asks for an extended leave due to a family emergency. George refuses to grant leave despite it being an emergency situation. In this scenario, George's disturbed mood is representative of _____ in the communication process between himself and his subordinate.
9.
"Hey, boss, I heard on the office grapevine that the company is up for sale. What have you heard?" asked Ulysses. "That's absolutely false," said Andrew. "I know for a fact that one of our competitors planted that rumor. I need to neutralize that rumor." Why does Andrew believe that he needs to neutralize the rumor?
10.
"I can't believe it! We've spent 18 months developing a relationship with that client. Our families have even socialized together. We've become friends. And they use a one-sentence memo to tell us that we were not selected for the big contract! Not a word of thanks, not a clue as to why we were not selected. I'm very disappointed," said Hugh, Vice President of Sales. Hugh was particularly disappointed because
11.
______ is the degree to which a communication channel conveys information.
12.
_____is true dialogue between two committed people engaged in joint problem solving.
14.
Jacob sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of
15.
Michelle needs a decision today about a product release. In an e-mail she asks for input from her team that is more in-depth than, "Looks good to me." However, as she had feared her team members' input lacks specificity or suggestions. The disadvantage of electronic communication that Michelle is experiencing is that it
16.
Natalie, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as sensitively as possible, without hurting the employee's feelings and self-confidence. Which of the following modes of communication would be most appropriate in this situation?
18.
Tyler, a manager, calls for a meeting with his subordinate, Kaitlyn, to discuss a new project. When she gives her opinion, Tyler summarizes it in order to ensure that he has understood Kaitlyn's point the way she meant it. Tyler is involved in ________________ to lead to effective communication.
19.
Westin said to his division manager, "Roberto, if we win the Johnson contract next year, my business unit will contribute a profit of $1.5 million to your division. But, the odds of us winning the contract are quite small, so my annual plan should assume a profit of $0.8 million, which is still a record high number for us. That is much more realistic, but still challenging." "Great," said Roberto, "I'll put you down for $1.5 million." Westin left the meeting, frustrated that Roberto appeared to ignore him. Roberto was guilty of
1.
Dillion is being trained at his new job, but is having trouble communicating with his trainer, Amber. As a result, Amber feels that Dillon is negative and not willing to work. Even when talking with him, she still feels he is insincere because she has preconceived notions from his past behavior. In this scenario, Amber's _______ does not allow her to interpret Dillon's statements correctly.
2.
The employees of an organization have heard rumors about rapidly dropping profits and impending layoffs. The grapevine is abuzz with bad news. People are nervous and anxious, and are starting to believe whatever is being said without verifying the source. In this situation, an appropriate action for a manager to take is to
3.
Frank Whitley, CEO of ParaGold, announced, "As part of our cost-cutting campaign, we're going to remove two layers of management. That cost reduction will create an added benefit of preserving intact the corporate messages that I communicate from my office, to all levels of the organization. I'm afraid that, in the past couple of years, our employees have received distorted or incomplete messages after having passed through multiple layers of management." Frank was acknowledging that
4.
In______, an application of web 2.0, users subscribe to receive news, blogs, or other information they select
5.
Jacob sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of
6.
Linda Rodriguez, CEO of UltraHealth, realizes that she needs to formally communicate to her division vice presidents that the board of directors has increased the firm's profit expectations by 10 percent, and that any vice president whose division underperforms this target will be replaced. What do you think is the best way for Linda to officially communicate this information to her vice presidents?
7.
Michelle needs a decision today about a product release. In an e-mail she asks for input from her team that is more in-depth than, "Looks good to me." However, as she had feared her team members' input lacks specificity or suggestions. The disadvantage of electronic communication that Michelle is experiencing is that it
8.
_________ problems arise when the receiver doesn't listen carefully or reads too quickly and over looks a key point.
10.
Select the least rich communication medium
11.
Select the true statement regarding one-way communication as compared to two-way communication.
12.
Sharing strategic plans and financial information with employees could lead to leaks to competitors or to employee dissatisfaction with compensation. True or False
13.
Some companies use _____ to create buzz and excitement in advance of a new product launch
14.
To communicate effectively with someone who speaks a different language, _________ should be avoided.
15.
Two of Ian's subordinates approached him to resolve a work-related conflict between them. Ian decided upon a solution and framed an e-mail to inform his subordinates. However, one of the subordinates might be offended by Ian's decision. Which of the following is a reason why he should avoid using e-mail to resolve the conflict?
16.
"We have agreed with the client on the simple topics in the contract, using back-and-forth e-mails and edited files. However, the next topics in the contract are going to be difficult to negotiate," said Jonas. "I will call the client and suggest that we meet in their offices for a few days, face-to-face, to hammer out an agreement on the tough topics." Why did Jonas suggest this approach?
17.
Westin said to his division manager, "Roberto, if we win the Johnson contract next year, my business unit will contribute a profit of $1.5 million to your division. But, the odds of us winning the contract are quite small, so my annual plan should assume a profit of $0.8 million, which is still a record high number for us. That is much more realistic, but still challenging." "Great," said Roberto, "I'll put you down for $1.5 million." Westin left the meeting, frustrated that Roberto appeared to ignore him. Roberto was guilty of
18.
When sending powerful and persuasive messages, you need to avoid messages that are
19.
Working at home and being in constant close proximity to the technical tools of work contribute to a high moral. True or False
20.
"Wow, my previous employer never did this," whispered Dylan to his coworker during the monthly staff meeting. "Now I'm seeing my new division manager present internal-confidential financial information in a meeting." His coworker replied, "Our division manager has said that this information needs to be easily available to our staff so that our organization can function better." As described here, Dylan's division is an example of a ________ organization
