How can we help?

You can also find more resources in our Help Center.

39 terms

Business Management-Chapter 15

STUDY
PLAY
____ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information.
Selective perception
____ is communication with someone about non-job-related issues that may be affecting or interfering with the person's performance.
Counseling
Refer to Urban Legends. When an employee at Coca-Cola received an e-mail that contended half a rat's body had been found in a bottle of one of its competitor's products, the employee forwarded the e-mail to everyone who worked in the Atlanta office. What kind of a grapevine communications network did this Coke employee use?
gossip chain
Refer to Urban Legends. The angry P&G consumer who started the rumor about Febreeze would have used ____ to create the initial e-mail message.
encoding
Refer to JetBlue. What step of the communication process is involved when managers turn the CEO's notes written on the cocktail napkins into to-do lists?
decoding
In the perceptual process, ____ is the process of remembering interpreted information.
retention
Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.
self-serving bias
According to attribution theory, the two general reasons or attributions we use to explain people's behavior are primary attribution and secondary attribution.
False
Which of the following statements about listening is true?
All of them are true
The retired founder of L. L. Bean spent much of his time sitting on a set of stairs where he could watch customers coming and going to his store. He typically dressed in old pants, well-worn flannel shirts, and a pair of muddy boots. Customers assumed he was a derelict. Those who recognized him thought of him as a real character. He was seen differently by different people due to ____.
selective perception
____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
empathetic listening
Refer to Urban Legends. Many urban legends are transmitted through the Internet, which could be described as a(n) ____.
communication medium
A casual jogger noticed that the San Diego Zoo was prohibiting people in motorized wheelchairs from viewing the zoo's baby panda and saw nothing wrong with this policy. Another zoo patron, who uses a wheelchair, saw the notice and felt he was being discriminated against because he could not access the panda site. This is an example of ____.
selective perception
Coaching is ____.
a kind of one-on-one communication primarily used by managers to improve an employee's on-the-job performance or behavior
Organizational silence occurs when ____.
employees believe that telling managers about problems will not make a difference
In which of the following cases would written communication be preferable to oral communication?
when messages are straightforward
When things go wrong in the workplace, workers are more likely to attribute their problems to ____, while managers are more likely to attribute those same workers' problems to ____.
external causes, internal causes
According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes.
the fundamental attribution error
Because of ____, people exposed to the same information will often disagree about what they saw or heard.
perceptual filters
____ is the withholding of information about organizational problems or issues by employees.
organizational silence
Another name for the informal communication channel is the "grapevine."
true
____ is the withholding of information about organizational problems or issues by employees.
organizational silence
____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.
empathetic listening
The resistance bias is the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble and, therefore, to use external attributions to explain the person's behavior.
False
The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____.
constructive or destructive
Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.
self-serving bias
When one plant was closed due to a merger, employees were forced to move to another and take substantial cuts in their hourly wage. Managers should engaged in ____ as employees described the forced changes in their lifestyles.
empathetic listening
In the perceptual process, apprehension is the process of remembering interpreted information.
False
A manager, hired to make the company profitable, made sweeping changes in the company. This manager was guilty of belittling the efforts of his managers and making them feel incompetent. In other words, he engaged in ____.
destructive feedback
In the perceptual process, ____ is the process of attaching meaning to new knowledge.
interpretation
Listening is an example of a voluntary behavior.
True
Which of the following communication channels plays an important role in BOTH one-on-one and organization-wide communication?
e-mail
Feedback is not necessary in the communication process when the sender and receiver are both confident that they understand each other.
False
____ is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior.
Coaching
The steps in the basic perception process include all of the following EXCEPT ____.
analysis
Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?
managing organization-wide communication
Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments.
True
In the perceptual process, ____ is the process of remembering interpreted information.
retention
One recommendation for managers wishing to improve their formal communication is to decrease reliance on downward communication.
True