Org Com

Front 1

T or F: Miller, Johnson, and Grau found that perceived quality of information was the strongest predictor of workers’ openness to organizational change attempts.

Back 1

true

Front 2

T or F: Clampitt et al. believe Spray and Pray is the most effective strategy for communicating about organizational change.

Back 2

False

Front 3

T or F: Organizations advocating a trait approach to leadership often use personality tests to select people for leadership roles.

Back 3

True

Front 4

T or F: Blake and Mouton’s Leadership Grid argues that the team management style is the most effective leadership style.

Back 4

True

Front 5

T or F: Seeger and Ulmer found that Enron’s leaders frequently monitored operations in order to remain informed, a characteristic of responsible leadership.

Back 5

True

Front 6

T or F: Change can occur at various levels of the organization.

Back 6

True

Front 7

T or F: Planned change always involves top management dictating change processes to lower level employees

Back 7

False

Front 8

T or F: As demonstrated in the traffic mess that occurred during Hurricane Rita and the many organizational failures that occurred in the aftermath of Hurricane Katrina, there is little organizations can really do to anticipate and prepare for the consequences of a natural disaster.

Back 8

False

Front 9

T or F: In a crisis, effective leaders will wait awhile before they begin communicating.

Back 9

False

Front 10

T or F: A leader should avoid using metaphors to frame communication when a word or phrase is in danger of overuse.

Back 10

False

Front 11

The managerial strategy for communicating about change where the management focuses on fundamental issues related to change success and allows employees the creative freedom to explore various possibilities is
a. identify and reply.
b. tell and sell.
c. underscore and explore.
d. spray and pray.

Back 11

C. underscore and explore

Front 12

Which one of the following is not a key theme in the research regarding reactions to the change process?
a. management support
b. resistance
c. ownership tension
d. community support

Back 12

D. Community support

Front 13

Which approach views organizational change as a reflection of organizational values and assumptions?
a. critical
b. cultural
c. human relations
d. human resources

Back 13

B. Cultural

Front 14

Reactions to organizational change by lower level employees that interfere with change implementation processes are called:
a. the ownership tension.
b. resistance.
c. group feedback.
d. valence responses.

Back 14

B. Resistance

Front 15

Joan has a conversation with her supervisor, Judy. She asks Judy about a rumor that the nursing home is about to be sold to a new company. Judy knows the rumor is true, but tells Joan that as upper management has said, there are no plans for the home to be sold at this time. Which strategy for communicating about change is Judy using?
a. spray and play
b. identify and reply
c. underscore and explore
d. withhold and uphold

Back 15

D. Withhold and uphold

Front 16

Which type of approach would view change negatively, unless the change is carefully controlled by management?
a. human resources
b. critical
c. systems
d. classical

Back 16

D. Classical

Front 17

Fairhurst argued that ________ has the most impact on organizational change.
a. resistance
b. management support
c. employee attitudes
d. conflict

Back 17

B. Management support

Front 18

The “match” of the leadership style to the characteristics of the situation is addressed in which of the following theories?
a. Trait Theories of Leadership
b. Style Theories of Leadership
c.Contingency Theory of Leadership
d. none of the above

Back 18

D. None of the above

Front 19

Seeger and Ulmer argue that the Enron leadership failed to
a. model appropriate values in order to create a positive climate.
b. monitor operations at the organization in order to stay informed.
c. remain open to bad news about the organization.
d. all of the above

Back 19

D. All the above

Front 20

A leader who models the behaviors he or she wants followers to do is fulfilling which concept of transformational leadership?
a. transformation
b. transaction
c. exemplification
d. charisma

Back 20

A. Transformation

Front 21

T or F: When workers enact emotional labor, they are rarely aware that they are acting for the purpose of managerial and (sometimes) personal profit.

Back 21

True

Front 22

T or F: Because they are often unaware of the organizational context in which stress occurs, friends and family members are less able to provide effective informational support

Back 22

True

Front 23

T or F: Depersonalization refers to the feeling of not being able to face another day at work.

Back 23

False

Front 24

T or F: Burnout and tedium are synonymous terms for being overwhelmed by the pressures of work.

Back 24

True

Front 25

T or F: Human service workers who are high in emotional contagion tend to be especially responsive when communicating with clients

Back 25

True

Front 26

T or F: Emotional communication at work is only stressful if the emotions communicated are "fake" or non-genuine.

Back 26

?

Front 27

T or F: Burnout tends to have a negative impact on work satisfaction and employee commitment.

Back 27

True

Front 28

T or F: Jobs that are characterized by emotional labor emphasize the expression of genuine feelings by employees.

Back 28

False

Front 29

T or F: Emotional intelligence indicates that an individual knows how to handle emotion effectively in the workplace.

Back 29

True

Front 30

T or F: Support from supervisors is most likely to come in the form of informational and instrumental support.

Back 30

True

Front 31

Because emotional contagion can lead to burnout, researchers suggest that caregivers learn and practice
a. muscle relaxation.
b. parallel responses.
c. empathic concern.
d. emotion-centered coping.
e. none of the above

Back 31

C. Empathic concern

Front 32

Mosha realizes that he is coming dangerously close to burning out on his job as a CPA for a large manufacturing company because of the conflicting demands of his job. Consequently, he has asked his supervisor to provide a specific job description and have a meeting to formulate specific job-related goals. This behavior is an example of which of the following coping strategies?
a. emotion-centered coping
b. problem-centered coping
c. appraisal-centered coping
d. instrumental support
e. emotional support

Back 32

B. Problem-centered coping

Front 33

Social support from coworkers is likely to be in the forms of
a. informational and emotional.
b. informational and instrumental.
c. instrumental and emotional.
d. informational, instrumental and emotional.

Back 33

A. Informational and emotional

Front 34

Margaret has designed a research project which will consider the impact of participation in communication networks on a caregiver's perception of social support. Margaret is probably a __________ theorist.
a. critical
b. systems
c. cultural
d. classical
e. a and c

Back 34

B. Systems

Front 35

Miller, Stiff, and Ellis discovered that human service workers' level of empathic concern had a positive influence on their
a. communicative responsiveness.
b. burnout level.
c. emotional contagion.
d. turnover.
e. none of the above

Back 35

A. Communicative responsiveness

Front 36

Which of the following communication processes can have an important influence on decreasing role ambiguity?
a. socialization
b. conflict resolution
c. information load
d. emotional support
e. all of the above

Back 36

A. Socialization

Front 37

In their model of emotion and role expectations, Rafaeli and Sutton suggest that organizational members are socialized about the appropriateness of expressing certain emotions on the job. This is a model of
a. detached contagion.
b. emotional concern.
c. communicative responsiveness.
d. stress.
e. emotional labor.

Back 37

E. Emotional Labor

Front 38

If Seth offers to cook dinner for Magnolia because he realizes that she is stressed about an exam she hasn't had time to study for, he is providing
a. informational support.
b. empathic concern.
c. friendly support.
d. instrumental support.

Back 38

D. Instrumental support

Front 39

Jasmine works in an adult care facility and she is beginning to feel ineffective and to think that she's really not cut out for the job. Jasmine is experiencing
a. emotional exhaustion.
b. depersonalization.
c. reduced personal accomplishment.
d. role ambiguity.
e. role conflict.

Back 39

C. Reduced personal accomplishment

Front 40

In this chapter’s “Spotlight on Scholarship”, Tracy et al. found that employees who are targets of workplace bullying describe themselves as
a. heartbroken lovers.
b. animals or slaves.
c. prisoners.
d. all of the above

Back 40

B. Animal or slaves

Front 41

T or F: The glass ceiling refers to a tangible barrier that prevents women and minorities from moving up in the management hierarchy.

Back 41

True

Front 42

T or F: Women on the mommy track have flexible hours and equal opportunities for advancement in the workplace.

Back 42

True

Front 43

T or F: According to Kim and Tamborini, black men are no longer discriminated against in jobs that require more social skills.

Back 43

False

Front 44

T or F: A mentor facilitates the personal development of a new employee in an organization.

Back 44

True

Front 45

T or F: Tokens are highly visible representatives of the majority group in an organization

Back 45

True

Front 46

T or F: Discrimination refers to negative attitudes toward an organizational member based upon gender or perceived culture.

Back 46

False

Front 47

T or F: An organization in second generation affirmative action has met the legal goals and has moved its emphasis toward supporting female and minority members.

Back 47

True

Front 48

T or F: In an organization characterized by cultural separatism, members of the minority culture are forced to adopt the norms and values of the dominant culture.

Back 48

False

Front 49

T or F: Because of their experience with multiple roles, women rarely have difficulty achieving a balance between work and home lives.

Back 49

False

Front 50

T or F: Successful mentorship requires that differences in ethnicity between mentor and protégé be openly discussed.

Back 50

True

Front 51

If an organization tracks its number of minority hires, which dimension of a multicultural organization is it addressing?
a. acculturation
b. informal integration
c. structural integration
d. cultural bias

Back 51

C. Structural integration

Front 52

Molly did not hear about the opening for the Director of Public Relations position in her place of employment because she is not tapped into the informal communication network. Molly has experienced difficulty in access resulting from
a. the mommy track.
b. relational barriers.
c. discrimination.
d. language barriers.

Back 52

B. Relational barriers

Front 53

The legal definition of sexual harassment establishes that harassment has occurred
a. only when a person's job is threatened.
b. when sexual behaviors and comments create a hostile work environment.
c. only when physical contact has occurred.
d. in almost all work environments.

Back 53

B. When sexual behaviors and comments create a hostile work environment

Front 54

Jude is the owner of an up-scale continental restaurant. Jude did not hire Kim because he believed that his customers would prefer to be served by a man. Jude has just engaged in
a. prejudice.
b. tokenism.
c. discrimination.
d. sloganism.

Back 54

A. Prejudice

Front 55

Widgets Engineering is proud of its record in hiring women and minorities. However, in the past they've had trouble retaining these new hires, so they're now instituting mentoring programs and support groups to help women and minorities learn about the corporate culture and Widgets and get ahead in the organization. Widgets Engineering would be characterized as a
a. first generation affirmative action organization.
b. second generation affirmative action organization.
c. third generation affirmative action organization.
d. multicultural organization

Back 55

B. Second generation affirmative action organization

Front 56

Ralph's Pretty Good Grocery has been making an effort to diversify their workforce. New hires are encouraged to learn the organization's norms and values as quickly as possible as a way to ensure job security. Ralph's is acculturating its new employees through
a. cultural separatism.
b. assimilation.
c. pluralism.
d. heterogeneity.

Back 56

B. Assimilation

Front 57

An increase in the diversity of workgroup members has been found to have what impact on communication?
a. an increase in sexual harassment
b. enhanced problem solving
c. an increase in the downward flow of communication
d. enhanced external communication links

Back 57

B. Enhanced problem solving

Front 58

To deal with the negative consequences of affirmative action programs, it is recommended that organizations also incorporate which criteria for hiring and promotion?
a. seniority
b. economic
c. merit
d. educational

Back 58

C. Merit

Front 59

Pete's Paper Warehouse recently decided to engage in an aggressive diversity hiring program so that they will be better positioned to recruit minority hires in the future. Pete's is hoping to realize what opportunity through diversifying their workforce?
a. the problem-solving argument
b. the systems flexibility argument
c. the marketing argument
d. the resource-acquisition argument

Back 59

D. The resource-acquisition argument

Front 60

Anwar was recently hired at Acme Motors because the company had been criticized for treating Muslim customers poorly. He was selected to be the “spokesperson” to the Muslim community. He has been feeling very isolated in this role. He is suffering the effects of
a. mentoring.
b. tokenism.
c. discrimination.
d. assimilation.

Back 60

B. Tokenism

Front 61

T or F: When new communication media are developed, older communication technologies are not used anymore.

Back 61

False

Front 62

T or F: In a computer conference, many nonverbal cues are "filtered out" of the interaction.

Back 62

True

Front 63

T or F: The media richness model is a rational model of technology choice.

Back 63

True

Front 64

T or : Proponents of the social information processing model argue that communication with coworkers and supervisors has an influence on media usage.

Back 64

True

Front 65

T or F: Proponents of the social information processing model argue that task ambiguity and media richness have no influence on media usage.

Back 65

False

Front 66

T or F: A medium's symbol-carrying capacity refers to its ability to effectively and efficiently convey task-relevant information.

Back 66

False

Front 67

T or F: The social information processing model and the dual-capacity model both build on the ideas found in the media richness model.

Back 67

True

Front 68

T or F: Research indicates spam now accounts for 60% of all e-mail, decreasing worker productivity.

Back 68

True

Front 69

T or F: Organizations that adopt new technologies are marked by an overall increase in the amount of communication.

Back 69

True

Front 70

T or F: Although a virtual organization has no “brick and mortar” structure, employees in such organizations still accomplish their work at the same time and the same place.

Back 70

False

Front 71

By examining both the time and place at which work is accomplished, Grantham (1995) discovered the variations of
a. distributed work.
b. virtual organizations.
c. commuting.
d. control.

Back 71

A. Distributed work

Front 72

Wilbur typically logs onto his computer first thing in the morning to pick up electronic mail messages that had been sent to him the previous day. This is an example of
a. social presence.
b. asynchronous communication.
c. media richness.
d. geographic inversion.

Back 72

B. Asynchronous communication

Front 73

According to media richness theorists, the choice of a communication medium is based on
a. the ambiguity of the task.
b. the richness of the medium.
c. information received from the social environment.
d. all of the above
e. a and b

Back 73

A. the ambiguity of the task

Front 74

Caryn needs to remind everyone in her office that payroll will be a day early this week because of a national holiday. She anticipates few, if any, questions about this issue. According to media richness theory, how will Caryn distribute this message?
a. phone
b. face-to-face
c. memo
d. Any of the above, depending on information from others
e. Any of the above, depending on her individual predispositions

Back 74

E. Any of the above, depending on her individual predispositions

Front 75

In order to save money on real estate costs, Jacques’ company asked him to begin teleworking. What is Jacques most likely to feel concerned about?
a. His loss of productivity.
b. His inability to service his clients.
c. His isolation from the rest of the company.
d. all of the above

Back 75

D. All the above

Front 76

Two of Donovan's subordinates have been fighting over responsibilities for months. Donovan decides to settle the dispute "once and for all" and he sends a memo out to each subordinate providing a resolution to the problem. According to media richness theory, Donovan's actions are

a.effective communication, because a rich medium was matched with an ambiguous task.
b.effective communication, because a lean medium was matched with a routine task.
c.a communication failure, because excess cues would cause confusion and surplus meaning.
d.a communication failure, because too few cues would be available to capture message complexity.

Back 76

B. effective communication, because a lean medium was matched with a routine task.

Front 77

The concept of "data-carrying capacity" in the dual-capacity model is similar to what concept in media richness theory?
a. Symbol-carrying capacity
b. Media richness
c. Task ambiguity
d. Data glut

Back 77

B. Media richness

Front 78

Daphne works for a computer engineering firm. She uses a professional social networking site called Plaxo to connect with others in her workplace in order to appear "high-tech.” She hopes that her use of this site will help her get ahead in the company. Daphne is basing her media choice on
a. the richness of the medium.
b. the data-carrying capacity of the medium.
c. the symbol-carrying capacity of the medium.
d. the ambiguity of the task.

Back 78

C. Symbol carrying capacity of the medium

Front 79

With regard to communication patterns, new technologies tend to lead to
a. increased upward communication.
b. increased diversity of communication contacts.
c. less equality in group interaction.
d. all of the above
e. a and b

Back 79

D. All the above

Front 80

Hylmo and Buzzanell found that telework often results in
a. decreased flexibility and decreased structure.
b. less responsibility and less control.
c. greater individuality and more teamwork.
d. none of the above

Back 80

D. none of the above

Front 81

T or F: The Postmodern Era is characterized by the logic and rationality of science and technology.

Back 81

False

Front 82

T or F: In laissez-faire capitalism, the government takes a “hands off” approach to business and allows market forces to balance trade.

Back 82

true

Front 83

T or F: Behavior and interaction that is lifted out of the local context and restructured across time and space is referred to as “time and space compression.”

Back 83

false

Front 84

T or F: Right-shoring refers to the struggle U.S. organizations face about which jobs are profitable to send off-shore and how to best manage off-shore operations

Back 84

true

Front 85

The workforce is now increasingly temporary, part-time, and independent.

Back 85

true

Front 86

T or F: In a global economy, communication helps an organization obtain the resources, information, and experience needed to survive.

Back 86

?

Front 87

T or F: The personal branding movement pushes individuals to market themselves by determining (or creating) an identity that is notable and distinguishable.

Back 87

true

Front 88

T or F: An example of a “contingent worker” is an individual with a Ph.D. who has accepted a job as a fast-food employee.

Back 88

true

Front 89

T or F: One positive aspect of the disposable workforce is that when individuals do find work, they are more committed and identify more with the organization.

Back 89

false

Front 90

T or F: A multinational organization is one that identifies with the global economy rather than with any nation or nations.

Back 90

false

Front 91

Which of the following has not directly contributed to the rise of globalization?
a. technological advancements
b. laissez faire capitalism
c. corporate downsizing
d. political changes

Back 91

C. Corporate downsizing

Front 92

Globalization has had several identifiable influences on organizational communication including
a. disembeddedness.
b. global consciousness and reflexivity
c. time and space compression.
d. All of the above
e. b and c

Back 92

D. all the above

Front 93

When McDonald’s changes its menu based on the national location of the franchise, McDonald’s is __________ its environment.
a. structuring
b. imposing itself on
c. maintaining
d. adapting to

Back 93

B. imposing itself on

Front 94

4. The difficulty organizations are facing with e-commerce is that consumers are not coming back to the website and purchasing more. One reason for the difficulty is
a. the medium is too rich to be useful.
b. all transactions are self-service.
c. the opportunities for complex messages overwhelm the buyer.
d. too much feedback is available.

Back 94

B. all transactions are self-service

Front 95

Latisha begins her morning by checking her cell phone voice mailbox, checking for e-mail, checking her coworker’s status on Facebook, getting on the web to make travel arrangements, checking her calendar on her Palm Pilot, then waking up her daughter to get her to school on time. From this description, it is clear that Latisha lives in
a. the modern age.
b. the postmodern age.
c. the industrial age.
d. a big city.

Back 95

A. modern age

Front 96

The belief that global and multicultural organizations should do all they can to maintain the cultural distinctiveness of local areas is a __________ approach to globalization.
a. industrial
b. laissez faire
c. convergence
d. divergence

Back 96

D. Divergence

Front 97

An organization’s attention to issues of image and identity typically increases during periods of
a. organizational crisis.
b. growth and development.
c. stability.
d. profitability and success.

Back 97

A. organizational crisis

Front 98

An organization that identifies with two or more counties with distinct cultural qualities represents which organization type?
a. domestic
b. multicultural
c. international
d. global

Back 98

C. international

Front 99

“Chutney Channel” is a small organization based in Canada that sells specialty condiments made from local ingredients to a wide array of customers around the global. “Chutney Channel” would be characterized as a (n) __________ organization.
a. domestic
b. multicultural
c. multinational
d. international
e. global

Back 99

E. global

Front 100

The personal branding movement primarily offers solutions to
a. young, college students.
b. women of color.
c. white, professional men.
d. individuals working in low-wage jobs.

Back 100

C. white, professional men