Chapter 11

Question 1

Communication within an
organization in which the
direction of communication
is from employees up to
management.

Answer 1

Upward communication

Question 2

Communication passed
consecutively from one person
to another.

Answer 2

Serial communication

Question 3

The idea that people
prefer not to pass on unpleasant
information, with the result that
important information is not
always communicated

Answer 3

MUM (minimize
unpleasant messages)
effect

Question 4

The medium by which a communication is transmitted.

Answer 4

Communication channel

Question 5

Physical distance
between people.

Answer 5

Proximity

Question 6

A form of
upward communication in
which a survey is conducted
to determine employee attitudes
about an organization.

Answer 6

Attitude survey

Question 7

A form of
upward communication in which
employees are asked to place
their suggestions in a box.

Answer 7

Suggestion box

Question 8

A form of
upward communication in which
employees are asked to place
their complaints in a box.

Answer 8

Complaint box

Question 9

A person who acts
as an intermediary between
employees and management, or
the type of employee who both
sends and receives most
grapevine information.

Answer 9

Liaison

Question 10

A person
who investigates employees’
complaints and solves problems.

Answer 10

Ombudsperson

Question 11

An employee
who serves as a liaison between
unionized employees and
management.

Answer 11

Union steward

Question 12

Communication within an
organization in which the
direction of communication
is from management to
employees.

Answer 12

Downward
communication

Question 13

A method of
downward communication in
which informal or relatively
unimportant written information
is posted in a public place.

Answer 13

Bulletin board

Question 14

A formal
method of downward communication in which an organization’s rules and procedures are
placed in a manual; legally
binding by courts of law.

Answer 14

Policy manual

Question 15

A method of
downward communication
typically used to communicate
organizational feedback and
celebrate employee success.

Answer 15

Newsletters

Question 16

A computer-based
employee communication
network used exclusively by one
organization.

Answer 16

Intranet

Question 17

The transmission of business-
related information among
employees, management, and
customers.

Answer 17

Business communication

Question 18

Communication among employees
in an organization that is not
directly related to the completion
of an organizational task.

Answer 18

Informal communication

Question 19

An unofficial,
informal communication
network.

Answer 19

Grapevine

Question 20

A
pattern of grapevine communication in which a message is
passed in a chain-like fashion
from one person to the next
until the chain is broken.

Answer 20

Single-strand grapevine

Question 21

A pattern
of grapevine communication
in which a message is passed
to only a select group of
individuals.

Answer 21

Gossip grapevine

Question 22

A
pattern of grapevine communication in which a message is
passed randomly among all
employees.

Answer 22

Probability grapevine

Question 23

A pattern
of grapevine communication in
which a message is passed to a
select group of people who each
in turn pass the message to a
few select others.

Answer 23

Cluster grapevine

Question 24

An employee who
receives less than half of all
grapevine information.

Answer 24

Isolate

Question 25

Employees who receive much grapevine information but who seldom pass it on to others.

Answer 25

Dead-enders

Question 26

Poorly substantiated information and insignificant information that is primarily about individuals.

Answer 26

Gossip

Question 27

Poorly substantiated information that is passed along the grapevine.

Answer 27

Rumor

Question 28

Communication between two individuals. It involves the exchange of a message across a communication channel from one person to another.

Answer 28

Interpersonal communication

Question 29

Communication between two individuals. It involves the exchange of a message across a communication channel from one person to another.

Answer 29

Interpersonal communication

Question 30

Any variable concerning or affecting the channel that interferes with the proper reception of a message.

Answer 30

Noise

Question 31

A distance zone within 18 inches of a person, where only people with a close relationship to the person are allowed to enter.

Answer 31

Intimacy zone

Question 32

A distance zone from 18 inches to 4 feet from a person that is usually reserved for friends and acquaintances.

Answer 32

Personal distance zone

Question 33

An interpersonal distance from 4 to 12 feet from a person that is typically used for business and for interacting with strangers.

Answer 33

Social distance zone

Question 34

Distance greater than 12 feet from a person that is typical of the interpersonal space allowed for social interactions such as large group lectures

Answer 34

Public distance zone

Question 35

Communication inferred from the tone, tempo, volume, and rate of speech.

Answer 35

Paralanguage

Question 36

The things people surround themselves with (clothes, jewelry, office decorations, cars, etc.) that communicate information about the person.

Answer 36

Artifacts

Question 37

An office arranged so that a visitor can sit adjacent to rather than across from the person behind the desk.

Answer 37

Open desk arrangement

Question 38

An office arranged so that a visitor must sit across from the person behind the desk.

Answer 38

Closed desk arrangement

Question 39

Describes a message from which unimportant informational details have been removed before the message is passed from one person to another.

Answer 39

Leveled

Question 40

Describes a message in which interesting and unusual information has been kept in the message when it is passed from one person to another; see Leveled.

Answer 40

Sharpened

Question 41

A description of a message in which the information has been modified to fit the existing beliefs and knowledge of the person sending the message before it is passed on to another person.

Answer 41

Assimilated

Question 42

A response to communication overload that involves the conscious decision not to process certain types of information.

Answer 42

Omission

Question 43

Deviation from a standard of quality; also a type of response to communication overload that involves processing all information but processing some of it incorrectly.

Answer 43

Error

Question 44

A method of coping with communication overload that involves organizing work into an order in which it will be handled.

Answer 44

Queuing

Question 45

A response to communication overload in which the employee leaves the organization to reduce the stress.

Answer 45

Escape

Question 46

A person who screens potential communication for someone else and allows only the most important information to pass through.

Answer 46

Gatekeeper

Question 47

A strategy for coping with communication overload in which an organization reduces the amount of communication going to one person by directing some of it to another person.

Answer 47

Multiple channels

Question 48

A test developed by Geier and Downey that measures individual listening styles.

Answer 48

Attitudinal Listening Profile

Question 49

The listening style of a person who cares about only interesting information.

Answer 49

Leisure listening

Question 50

The listening style of a person who cares about only the main points of a communication.

Answer 50

Inclusive listening

Question 51

The listening style of a person who pays attention mainly to the way in which words are spoken.

Answer 51

Stylistic listening

Question 52

The listening style of a person who cares about only facts and details.

Answer 52

Technical listening

Question 53

The listening style of a person who cares primarily about the feelings of the speaker.

Answer 53

Empathic listening

Question 54

The listening style of a person who cares about only information that is consistent with his or her way of thinking.

Answer 54

Nonconforming listening

Question 55

A method of determining the readability level of written material by analyzing sentence length and the average number of syllables per word.

Answer 55

Fry Readability Graph

Question 56

A method of determining the readability level of written material by analyzing average sentence length and the number of syllables per 100 words.

Answer 56

Flesch Index

Question 57

A method of determining the readability level of written material by analyzing sentence length and the number of three-syllable words. (The term is interpreted as either the measure of the “fog” a reader may be in or as the acronym FOG, for “frequency of gobbledygook.”)

Answer 57

FOG Index

Question 58

A method of determining the readability level of written material by looking at the number of commonly known words used in the document.

Answer 58

Dale-Chall Index