Deck 10: Listening in Context

Question 1

Which of the following describes the purpose of an organization?

A) The purpose of an organization describes what the organization exists to do.
B) The purpose of an organization addresses how an organization responds to needs.
C) The purpose of an organization identifies key values.
D) The purpose of an organization discusses important value statements.

Answer 1

A

Question 2

Patrick Hull believes that an organization's mission statement

A) is designed by employees.
B) provides people in an organization with its framework and purpose.
C) addresses how employees should handle conflict.
D) should portray the organization in a good light.

Answer 2

B

Question 3

Employees at a local indoor rock climbing facility share the beliefs that shoes are not required in their workplace, playing while at work is to be encouraged, and "the last one up to the peak is a rotten egg." These specific behaviors demonstrate

A) culture gaps.
B) organizational collaboration.
C) organizational cognition.
D) instrumental support.

Answer 3

C

Question 4

When an organization fails to live up to its stated values, it exhibits

A) organizational cognition.
B) culture gaps.
C) alignment gaps.
D) network asymmetry.

Question 5

Raul likes working at the coffee shop. He thinks that the shop is successful. The manager is clear and detailed with directions. Also, the employees have a chance to choose entertainers for open mic and poetry nights. He thinks his co-workers like working at the shop, too.

A) collaboration.
B) social support.
C) symmetry.
D) climate.

Question 6

Aria does a favor for her work colleague, Heba. Which of the following focuses most on doing favors for coworkers?

A) Nurturing support
B) Information support
C) Instrumental support
D) Social support

Question 7

A nonprofit organization decided to let its employees find out about its bankruptcy filings through a local newspaper article. This decision is linked to which form of social support?

A) Information support
B) Nurturing support
C) Instrumental support
D) Esteem support

Question 8

The art of asking questions is

A) collaborating.
B) inquiry.
C) nurturing.
D) alignment.

Question 9

Which of the following is an assumption reflected in the Two-Way Symmetrical Model?

A) Prioritizing internal and external publics
B) Assimilating employees into the community
C) Recruiting a diverse employee base
D) Managing perceptions of various viewpoints

Question 10

Research indicates that most telecommuters

A) are decreasing in number as people return to on-site workplaces.
B) want daily updates on their organization through e-mail instead of phone messages.
C) would rather be working in a stable physical workplace.
D) prefer knowing less about day-to-day operating information than people on-site.

Question 11

Niles takes time to listen as his cubicle mate shares his feelings on the morning's controversial board meeting discussion. What will likely happen because Niles took time to listen to his cubicle mate?

A) The cubicle mate will have a calmer emotional mind.
B) The cubicle mate will forget the discussion.
C) Niles will feel like an emotional part of the conflict.
D) Niles will get a third party involved in the discussion.

Question 12

According to survey data, customer service scores are predicted largely by

A) emotion.
B) feedback.
C) trust.
D) climate.

Question 13

Language that focuses responsibility on another person is

A) you-language.
B) I-language.
C) blaming language.
D) asymmetric language.

Question 14

A hospital sends out surveys to its employees, who reply with feedback that the food service is not adequately meeting their needs. The hospital installs a coffee and pastry cart in the main lobby, even though the employees were indicating that changes were needed in cafeteria options. Which communication failure is the hospital experiencing?

A) Output failure
B) Input failure
C) Model failure
D) Climate failure

Question 15

One of the most important steps to becoming a listening organization is

A) having members take personal responsibility for solving problems.
B) having members fix problems.
C) having members identify those who did things wrong.
D) having members hide their frustrations.

Question 16

A listening safe zone is

A) a place where the focus of conversation is solving problems.
B) a place where people feel like they can speak their minds freely.
C) a workplace space designated for meetings between managers and employees.
D) a place where personal responsibility is not as important as group responsibility.

Question 17

A listener who is emotionally mature will also be better at

A) blaming language.
B) problem solving.
C) avoiding conflict.
D) responsible speaking.

Question 18

Which of the following is NOT a benefit of good organizational listening?

A) Better employee morale
B) Better public relations
C) Higher systematic change
D) Higher profits

Question 19

Which of the following is an impact of a positive organizational climate?

A) organizational success
B) increased burnout
C) lower employee turnover
D) both a and c

Question 20

Good listening organizations will have similar purposes and mission statements.

Question 21

Scholar Brent Burleson suggests that listening in the organization should involve focusing on events more than personal feelings.

Question 22

Once an organization's culture is determined, it cannot change.

Question 23

In organizational conflict, personal issues are easier to resolve than objective issues.

Question 24

Employees are considered a public in organizations.

Question 25

Companies should listen more when employees are angry than when employees are happy.

Question 26

A whole-body listener will hear things that a customer is not saying.

Question 27

Organizations with well-developed listening systems can experience higher profits.

Question 28

Listening is both an important interpersonal skill and a critical business skill.

Question 29

A newspaper publishing group claims it values unbiased reporting but pays its columnists extra money to write about certain controversial issues. This is a culture gap.

Question 30

Employees at a restaurant make a request to the group of owners that the kitchen layout be rearranged and certain duties clarified. The owners re-work the kitchen based on these requests, demonstrating collaboration.

Question 31

Workplace competition is likely to help boost employee morale and information support.

Question 32

Michelle and her co-manager are currently discussing a workplace conflict. If Michelle encourages her coworker to describe the conflict to her without bias, Michelle is engaging in one element of supportive listening.

Question 33

Over reliance on e-mail in the workplace can negatively affect organizational listening skills.

Question 34

Social networking refers to maintaining relationships in technological and web-based networks.

Question 35

One thing Allegra can do to help her officemate deal with conflict is ask his permission to help him find a solution.

Question 36

Drake's grocery store responds the moment they hear about a product recall, removing the items from shelves and then posting notices about the recall on the empty shelves. Minda's store posts a recall notice on the door that night and places other inventory on the shelf. In this scenario, Drake's company is likely to appear more competitive to consumer publics.

Question 37

The culture of the country in which an organization is located has no impact on the organization's climate.

Question 38

A dynamic system in which individuals engage in collective efforts toward a goal is a(n)
__________.

Question 39

Listening is affected by organization concepts of purpose, mission, climate, and __________.

Question 40

Two of an organization's main publics are consumers and __________.

Question 41

Providing books to members of the community is an example of a library's __________.

Question 42

During peak shopping periods in December, a store's employees help co-workers whenever necessary to keep aisles clean and lines short, demonstrating _____________.

Question 43

Organizational __________ is largely an employee's evaluation of his or her work environment.

Question 44

Albrecht and Goldsmith write that social support helps organization members manage
__________.

Question 45

__________ support is found in organizations where employees feel safe to share their feelings.

Question 46

__________ is a company that had no e-mail system in its headquarters until around 1996.

Question 47

__________ are people who play a critical role in defining company values and setting examples for employees.

Question 48

The art of asking questions is known as __________.

Question 49

Lima works in a(n) __________ organization where all of the business partners are connected through a web-based video chat and document storage system.

Question 50

Consumers, employees, competitors, and advertisers are examples of an organization's
__________.

Question 51

Previously Tim reported weekly sales figures to a committee. However, the new division manager requires a daily productivity report from him. This change demonstrates a change in organizational __________.

Question 52

Organizational conflicts that center on __________ issues tend to be more difficult to resolve.

Question 53

__________________happens when an organization listens to and is responsive to the needs and values of its employees.

Question 54

What are three of the six questions that John Bryson believes all good missions statements should answer?

Question 55

What is organizational cognition?

Question 56

Define and identify one example to describe an organizational culture gap. Be sure to explain why your example describes a culture gap.

Question 57

Employee retention can be predicted by leadership as well as two organizational climate factors. Identify and describe these factors.

Question 58

Identify the two categories of social support. Describe a type of support that falls into each category.

Question 59

Name one positive and one negative effect that technology has had on social network support in organizations.

Question 60

What is inquiry, and why is it important to organizational listening?

Question 61

What is a basic definition for organizational listening?

Question 62

What are the three assumptions of the two-way symmetrical model of public relations?

Question 63

How is the two-way symmetrical model related to an organization becoming a learning (listening) organization?

Question 64

According to the text, there are nine attributes that can help individuals recognize a Learning (Listening) Organization. Describe and give an example of four of those ways.

Question 65

Describe and give an example of an objective issue in organizational conflict.

Question 66

What is whole-body listening, and how can it be used to improve customer service?

Question 67

Using the listening organization model, list three suggestions for improving personal listening.

Question 68

In two to three paragraphs, explain how purpose, mission, culture, and climate affect organizational listening.

Question 69

What four factors are described by Communication scholar Brent Burleson as important to supportive listening in the organization?

Question 70

Listening functions in two critical roles in organizational conflict resolution. Identify and explain these two roles.