Chapter 17--Managing CommunicationChapter 17--Managing CommunicationStudent: ___________________________________________________________________________1.Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change.TrueFalse2.Managers spend 80 percent of every working day doing desk work.TrueFalse3.Communication permeates every management function.TrueFalse4.Communication is the process by which information is transmitted from the speaker to the listener.TrueFalse5.The process by which information is exchanged and understood by two or more people is the definition of communication.TrueFalse6.Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.TrueFalse7.The sender must encode the message and select a communication channel after developing the message.TrueFalse8.The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.TrueFalse9.Communication can break down if sender and receiver do not encode or decode language in the same way.TrueFalse10.Face-to-face discussion is the richest channel, in terms of channel richness.TrueFalse11.For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.TrueFalse12.Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps.TrueFalse13.To inspire employees to achieve goals in todays difficult economic environment, some male managers are shifting to a more female-oriented communication style.TrueFalse14.Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions.TrueFalse15.A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.TrueFalse16.Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.TrueFalse17.Research has found that communication channels differ in their capacity to convey information.TrueFalse18.Routine messages tend to be simple and straightforward, such as conveying data or statistics.TrueFalse19.Research finds that the most effective way to persuade and influence others is by issuing directives.TrueFalse20.By selecting rich channels managers can communicate nonroutine messages effectively.TrueFalse21.Impersonal written media, including flyers and bulletins, are the lowest in channel richness.TrueFalse22.Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.TrueFalse23.Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.TrueFalse24.The choice of a communication channel can convey a symbolic meaning to the receiver.TrueFalse25.An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.TrueFalse26.In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even disloyal.TrueFalse27.Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals.TrueFalse28.Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.TrueFalse29.Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.TrueFalse30.Formulating in your mind what you are going to say next is an important part of effective listening.TrueFalse31.Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh real-time link between organizations and customers, employees, the media, and investors.TrueFalse32.The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.TrueFalse33.A good listener is passive and laid back.TrueFalse34.A poor listener listens to central themes.TrueFalse35.A formal communication channel is a communication channel that flows within the chain of command.TrueFalse36.The topics covered in upward communication are indoctrination and implementation of goals and strategies.TrueFalse37.An example of upward communication is performance feedback.TrueFalse38.Performance reports and suggestions for improvement are two types of upward communication.TrueFalse39.Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.TrueFalse40.Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.TrueFalse41.The major problem with downward communication is drop off, the distortion or loss of message content.TrueFalse42.Types of information generally communicated upwards include performance reports, suggestions for improvement, and performance feedback.TrueFalse43.Procedures and practices are downward communication topics that define the organizations rules, regulations, benefits, and structural arrangements.TrueFalse44.Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment.TrueFalse45.Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.TrueFalse46.Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.TrueFalse47.Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.TrueFalse48.Grapevine is a type of personal channel used in many organizations.TrueFalse49.An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.TrueFalse50.Social media does not include blogs and wikis.TrueFalse51.Many firms are using social media to connect with and listen to customers.TrueFalse52.When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.TrueFalse53._____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals.A.Tactical discussionB.Strategic conversationC.Intentional chatD.Calculated exchangeE.Deliberate talk54.Communication is defined by the text as the process by which information is:A.shared.B.exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.C.received.D.transmitted to others.E.stored.55._____ is necessary for communication to be considered two-way.A.MessageB.ChannelC.FeedbackD.NoiseE.Circuit56.The receiver _____ the symbols to interpret the meaning of the message.A.encodesB.transmitsC.decodesD.responds toE.must ignore57.Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message?A.SenderB.ReceiverC.ChannelD.FilterE.Middleman58._____ and _____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters.A.Encoding, channelB.Encoding, noiseC.Decoding, channelD.Decoding, encodingE.Decoding, noise59.What are the key elements of communication?A.Encoding, message, and feedbackB.Encoding, noise, and symbolsC.Message, circuit, and decodingD.Feedback, message, and perceptionE.Feedback, circuit, and perception60.Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process?A.Selecting a channelB.Sifting through noiseC.Providing feedbackD.Encoding the messageE.Decoding the message61.Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? A.Selecting a channelB.Sifting through noiseC.Providing feedbackD.Encoding the messageE.Decoding the message62.A manager might use _____ as a type of communication.A.meetingsB.telephone conversationsC.talking informallyD.all of theseE.meetings and telephone conversations63.Which communication channel would be most successful to inform managers of impending company-wide layoff?A.Telephone conversationsB.Face-to-face contactC.Electronic mediaD.Written mediaE.None of these64.One of the most important things that a manager can do for the organization, according to the text, is to:A.talk to their employees.B.create a climate of trust and openness.C.listen to their employees.D.ensure that production remains high.E.none of these.65.Managers communication is _____-directed, in that it directs everyones attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way to achieve the goals.A.imageB.ideaC.purposeD.communicationE.need66.According to MANAGER'S SHOPTALK in Chapter 17, some ways to improve communication with a non-native English speaker include all of the following EXCEPT:A.keep your message simple.B.select your words with care.C.cover your mouth with your hand.D.speak slowly and carefully.E.fight the urge to shout.67.Compared to men, women tend to:A.use verbal language to exhibit knowledge and skill.B.stare and point more.C.enjoy demonstrating their knowledge.D.use their unique conversational style to show involvement.E.value their position at center stage.68.When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals personalities. These are all examples of:A.listening.B.nonverbal communication.C.empathizing.D.direct communication.E.nuance communication.69.The learned behaviors associated with being male or female are referred to as:A.racial roles.B.ethnocentrism.C.plurality.D.stereotypes.E.gender roles.70._____ are examples of channels which managers might choose to use when communicating with employees.A.Newsletter, telephone, and feedbackB.Telephone, electronic mail, and memoC.Television, encoding, and letterD.National newspapers and televisionE.All of these71.When a group of workers have routine tasks to perform, a _____ communication structure allows more time for the task to be completed.A.linearB.centralizedC.decentralizedD.gossipE.team72.Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group?A.LinearB.CentralizedC.DecentralizedD.FocusedE.All of these73._____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions.A.Decentralized networkB.Centralized networkC.Linear networkD.Circular networkE.Gossip structure74.A centralized network is one in which:A.team members are free to interact with any of the team members.B.team members communicate through one individual to make decisions.C.team members communicate with an assigned partner.D.team members work independently and there is no need for communication.E.none of these.75.For complex problems, a(n) _____ network is most effective for swift, accurate problem resolution.A.linearB.centralizedC.decentralizedD.all of theseE.linear and centralized76.Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?A.Face-to-faceB.E-mailC.Instant messagingD.TelephoneE.Handwritten letter77.To be effective communicators, managers should: A.focus primarily on enhancing downward communication in the organization.B.enhance lateral communication opportunities by encouraging teams.C.limit use of communication technology.D.strictly push for face-to-face communication.E.encourage the use of multiple channels of communication.78._____ refers to the amount of information that can be transmitted during a communication episode.A.Channel richnessB.Electronic mailC.EncodingD.Upward communicationE.Feedback79.Channel richness refers to the:A.number of messages a channel can carry at one time.B.speed in which messages can be carried.C.amount of information that can be transmitted during a communication episode.D.number of channels available at any one time.E.profitability potential of a proposed channel.80.The capacity of an information channel is influenced by all of these except:A.the ability to establish a personal focus.B.the ability to handle multiple cues simultaneously.C.the ability to facilitate rapid, two-way feedback.D.the ability to minimize costs.E.both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.81.Which of these is the richest medium for communication?A.Telephone conversationsB.Face-to-face contactC.Electronic mediaD.Written mediaE.Voice mail82._____ does not focus on a single receiver, uses limited information cues, and does not permit feedback.A.BulletinsB.Telephone conversationsC.Video conferenceD.Face-to-face contactE.A personal memo83.Which of the following comprises the lowest channel richness?A.Electronic mailB.BulletinsC.Face-to-face talkD.TelephoneE.Memos84._____ refer(s) to typically ambiguous, concern novel events, and impose great potential for misunderstanding.A.Nonroutine messagesB.Channel richnessC.Routine messagesD.FeedbackE.Nonverbal communications85.When informing your staff of the date for the company picnic, a _____ would be most practical and successful.A.memoB.telephoneC.video conferenceD.face-to-face contactE.newspaper notice86.Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as:A.non-routine messages.B.routine messages.C.instant messages.D.grapevine messages.E.qualitative messages.87.The term _____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication."A.leadership trepidationB.public consternationC.anticipation nervousnessD.communication mediumE.communication apprehension88.What percentage of a manager's time is spent in direct communication?A.20 percentB.100 percentC.50 percentD.80 percentE.40 percent89.An example of non-verbal communication is all of these except:A.posture.B.facial expression.C.voice.D.written memo.E.body language90.Non-verbal communication has the biggest impact when using _____.A.video conferenceB.telephoneC.formal letterD.face to face communicationE.newspaper article91._____ is defined as communication transmitted through actions and behaviors rather than through words.A.Verbal communicationB.Oral communicationC.Written communicationD.Nonverbal communicationE.Electronic mail92.Most executives now believe that important information flows from the:A.top down.B.bottom up.C.diagonal level.D.horizontal level to diagonal level.E.internal to external.93.The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.A.communicationB.listeningC.managingD.receptionE.telling94.Listening is _____ of effective communication.A.10 percentB.25 percentC.40 percentD.50 percentE.75 percent95.Highly successful salespeople spend _____ of a sales call letting the customer talk.A.15-20 percentB.40-50 percentC.60-70 percentD.allE.none96.Keys to effective listening include all of the following EXCEPT:A.find areas of interest.B.listen for ideas.C.be responsive.D.have preconceptions.E.all of these are keys to effective listening.97.Which of the following is(are) part of keys to effective listening?A.Listen for factsB.Listen for ideasC.Be passive, laid backD.Have preconceptionsE.All of these98.Characteristics of a good listener are someone who:A.asks questions, listens for facts, and avoids distractions.B.asks questions, summarizes, and listens to central themes.C.shows interest, judges content, and has preconceptions.D.listens between lines, starts to argue, and works hard.E.shows interest, works hard, and starts to argue.99.Good listeners exhibit all of the following characteristics EXCEPT:A.asking questions.B.having preconceptions.C.tolerates bad habits.D.judges content, not delivery errors.E.all of these.100.When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?A.ChannelB.MessageC.SenderD.FilterE.Receiver101._____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication.A.Status and power differencesB.Differences across departments in terms of needs and goalsC.Absence of formal channelsD.Communication flowE.Semantics102.Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization?A.Formal communicationB.Horizontal communicationC.Downward communicationD.Upward communicationE.Diagonal communication103.Which of the following is the most familiar and obvious flow of formal communication?A.Downward communicationB.GossipsC.Horizontal communicationD.Upward communicationE.Vertical communication104.Downward communication is usually used to communicate information about all of the following EXCEPT:A.indoctrination.B.procedures.C.performance feedback.D.suggestions for improvement.E.implementation of goals.105.Information distortion or loss of message content is a major problem with:A.upward communication.B.formal communication.C.downward communication.D.informal communication.E.horizontal communication.106.Messages that appraise how well individuals and departments are doing their jobs are called:A.job instructions.B.implementation of strategies.C.practices.D.performance feedback.E.indoctrination.107.Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the companys goals for the coming year. This is an example of what type of organizational communication?A.Virtual communicationB.Grapevine communicationC.Lateral communicationD.Downward communicationE.Upward communication108.Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic? A.GoalsB.PracticesC.Performance feedbackD.IndoctrinationE.Job instructions109.Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is an example of which topic of upward communication?A.Problems and exceptionsB.Suggestions for improvementC.Performance reportsD.Grievances and disputesE.Financial and accounting information110._____ refers to messages designed to motivate employees to adopt the company's mission and cultural values and to participate in special ceremonies.A.Job instructionsB.Implementation of strategiesC.PracticesD.Performance feedbackE.Indoctrination111.Many organizations use suggestion boxes, open door policies, and surveys to facilitate:A.upward communication.B.downward communication.C.formal communication.D.informal communication.E.diagonal communication.112.Upward communication is usually used to communicate information about all of the following EXCEPT:A.suggestions for improvement.B.performance reports.C.indoctrination.D.financial and accounting information.E.grievance and disputes.113.Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements?A.Downward communicationB.Horizontal communicationC.Upward communicationD.Vertical communicationE.Informal communication114._____ channels are channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority.A.Management by wandering aroundB.Upward communicationC.Personal communicationD.Horizontal communicationE.Downward communication115.During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in hopes that they can help each other out. This is an example of what type of organizational communication?A.Virtual communicationB.Formal communicationC.Lateral communicationD.Downward communicationE.Upward communication116.Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing which of the following?A.Informal channel of communicationB.Personal communication networkC.Organizational grapevineD.Focus groupE.Career pathway team117._____ is the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.A.Personal networkingB.The grapevineC.Dynamic relationshipD.Network nurturingE.Fundraising118.Which of the following links employees in all directions, ranging from the president through middle management, support staff, and line employees?A.Management by wandering aroundB.Vertical communicationC.Diagonal communicationD.The grapevineE.Upward communication119.The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is:A.personal information.B.vicious gossip.C.business-related.D.destructive because it is not accurate.E.none of these.120.What percent of the details passed through a grapevine is accurate?A.15 to 20 percentB.25 to 35 percentC.40 to 60 percentD.70 to 90 percentE.100 percent121.According to the text, all of the following are ways managers can improve their writing skills EXCEPT:A.writing lengthy explanations.B.respecting the reader.C.getting a second opinion.D.knowing your point and get to it.E.writing clearly rather than impressively.122.What kinds of skills are fundamental necessities in every part of a manager's job?A.OrganizationalB.CommunicationC.MBWAD.AnalysisE.Punishment123.The four primary skills for communicating in a crisis include all of the following EXCEPT:A.staying calm.B.being visible.C.getting the awful truth out.D.communicating a vision for the future.E.all of these are skills for communicating in a crisis.124.Which of the following is the best advice for written communication that is highly important?A.Use technology channels to distribute the messageB.Use pretentious languageC.Keep it longD.Use jargonE.Get a second opinion125.Scenario - Amy HolmesOne of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. In selecting the best channel for complex communication, Amy suggests to select the richest channel possible. Characteristics that Amy suggests a manager should recognize include all of these EXCEPT which one?a.The channel's ability to handle multiple cues simultaneouslyb.The ability to facilitate rapid two-way feedbackc.The ability to establish a personal focus for the communicationd.The ability to clarify and rapidly reduce communication stereotypinge.All of these are valid characteristics of channel richness.126.Scenario - Amy HolmesOne of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. Amy also agrees with the research that suggests that "nonverbal messages convey thoughts and feelings with greater force than do our most carefully selected words." Nonverbal messages include all of the following EXCEPT which one?a.Facial expressionsb.Posture and dressc.Voice and mannerismsd.Blushing and perspiringe.All of these are included.127.Scenario - Amy HolmesOne of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively. Amy believes that successful managers solicit and respond to upward communication. Information that can be expected with upward communication includes all of the following EXCEPT which one?a.Procedures and practicesb.Suggestions for improvementc.Financial and accounting informationd.Performance reportse.All of these are included.128._____ can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.________________________________________129._____ occurs when the receiver responds to the senders communication with a return message.________________________________________130.To _____ a message is to select the symbols used to compose a message.________________________________________131.The _____ is the tangible formulation of the idea that is sent to the receiver.________________________________________132.To translate the symbols used in a message for the purpose of interpreting its meaning is called _____.________________________________________133.Without _____, the communication is one-way.________________________________________134._____ refers to messages sent through human actions and behaviors rather than through words.________________________________________135.A(n) _____ is a team communication structure in which team members communicate through a single individual to solve problems or make decisions.________________________________________136.In a(n) _____ network, individuals can communicate freely with other team members.________________________________________137.The amount of information that can be transmitted during a communication episode is known as _____.________________________________________138._____ is electronic communication that allows users to see who is connected to a network and share information instantly.________________________________________139._____ messages are typically ambiguous, concern novel events, and impose great potential for misunderstanding.________________________________________140._____ involves the skill of grasping both facts and feelings to interpret a message's genuine meaning.________________________________________141._____ channels are those that flow within the chain of command or task responsibility defined by the organization.________________________________________142._____ refers to the messages and information sent from top management down to subordinates.________________________________________143.The major problem with downward communication is known as communication _____.________________________________________144.Formal _____ includes messages that flow from the lower to the higher levels in the organization's hierarchy.________________________________________145._____ communication is the lateral or diagonal exchange of messages among peers or coworkers.________________________________________146.Messages that take place among members of the same department and concern task accomplishments are called _____.________________________________________147.Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called _____.________________________________________148.Messages that are designed to share information among teams and departments that can help the organization change, grow, and improve are called _____.________________________________________149._____ channels exist outside the formally authorized channels and do not adhere to the organization's hierarchy of authority.________________________________________150.The _____ is an informal, person-to-person communication network of employees that is not officially sanctioned by the organization.________________________________________151.List the three formal communication channels found in organizations.152.List the five types of upward communication.153.Briefly describe the communication process.154.Describe the difference between centralized networks and decentralized networks.155.Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.156.Define nonverbal communication and briefly discuss its importance to communicating in organizations.157.What is downward communication and what are five topics generally included with downward communication?158.Describe the three categories of horizontal communication.Chapter 17--Managing Communication Key1.TRUE2.FALSE3.TRUE4.FALSE5.TRUE6.FALSE7.TRUE8.TRUE9.TRUE10.TRUE11.FALSE12.FALSE13.TRUE14.FALSE15.TRUE16.FALSE17.TRUE18.TRUE19.FALSE20.TRUE21.TRUE22.FALSE23.FALSE24.TRUE25.TRUE26.FALSE27.FALSE28.TRUE29.TRUE30.FALSE31.TRUE32.TRUE33.FALSE34.FALSE35.TRUE36.FALSE37.FALSE38.TRUE39.TRUE40.TRUE41.TRUE42.FALSE43.TRUE44.FALSE45.FALSE46.TRUE47.TRUE48.TRUE49.TRUE50.FALSE51.TRUE52.TRUE53.B54.B55.C56.C57.B58.D59.A60.D61.C62.D63.B64.B65.C66.C67.D68.B69.E70.B71.B72.C73.A74.B75.C76.A77.E78.A79.C80.D81.B82.A83.B84.A85.A86.B87.E88.D89.D90.D91.D92.B93.B94.E95.C96.D97.B98.B99.B100.A101.C102.A103.A104.D105.C106.D107.D108.E109.A110.E111.A112.C113.B114.C115.C116.B117.A118.D119.C120.D121.A122.B123.E124.E125.d126.e127.a128.Communication129.Feedback130.encode131.message132.decoding133.feedback134.Nonverbal communication135.centralized network136.decentralized137.channel richness138.Instant messaging139.Nonroutine140.Listening141.Formal communication142.Downward communication143.drop off144.upward communication145.Horizontal146.intradepartmental problem solving147.interdepartmental coordination148.change initiatives and improvements149.Personal communication150.grapevine151.The three channels are (1) the upward communication channel, (2) the downward communication channel, and (3) the horizontal communication channel.152.The five types of information communicated upward are (1) problems and expectations, (2) suggestions for improvement, (3) performance reports, (4) grievances and disputes, and (5) financial and accounting information.153.The communication process begins with the development of a message. The message is encoded into symbols that are then sent through a selected channel. The symbols are then received and decoded into a received message and then the response is sent as feedback and the communication process is completed.154.Centralized network is a team communication structure in which team members communicate through a single individual to solve problems or make decisions. In a decentralized network, the communication structure allows team members to communicate freely with one another and arrive at decisions together.155.Channel richness is the amount of information that can be transmitted during a communication episode. This is influenced by the ability to handle multiple cues simultaneously, the ability to facilitate rapid, two-way communication, and the ability to establish a personal focus for the communication. Face-to-face communication is the richest channel because it permits direct experience, multiple information cues, immediate feedback, and personal focus.156.Nonverbal communication refers to messages sent through human actions and behaviors rather than words. Sources of nonverbal communication can include facial expressions, voice, mannerisms, posture, dress, and even office arrangements. These nonverbal sources can be more important than the actual words that are spoken. When verbal and nonverbal messages are contradictory, a receiver will usually give more weight to the nonverbals. Managers must be sensitive to nonverbal sources when communicating and learn to coordinate their verbal and nonverbal messages.157.Downward communication is those messages sent from top management down to subordinates. It normally includes (1) implementation of goals, strategies, and objectives, (2) job instructions and rationale, (3) procedures and practices, (4) performance feedback, and (5) indoctrination.158.Intradepartmental problem solving is messages that take place among members of the same department and concern task accomplishment. Interdepartmental coordination is messages that facilitate the accomplishment of joint projects or tasks. Change initiatives and improvements are messages designed to share information among teams and departments that can help the organization change, grow, and improve.