COM 300 Tavares

In the “Communicating with Chuck” case study, what is Chuck’s supervisor
considering doing prior to Chuck’s upcoming annual review? [p. 4]
Chucks supervisor is considering changing the needs improvement for customer service part of his evaluation to satisfactory so he doesn’t have to deal with him.
What was Coach Arnold “Red” Auerbach’s rule of thumb definition of
communication? [p. 5 & 21]
It’s not what you tell them It’s what they hear
Charles Redding (often called the “father of org. com”) contended that one of the
basic sources underlying every organizational failure was a failure of what? [p. 5]
communication
In the statements the author has collected about communication problems people have
had in their organizations, what was the issue presented about teleconferencing—
especially internationally? [p. 10] reread
The organization was flawed, which type of communication to use and when, as well as people not being aware of cultural communication differences
T/F The field of organizational communication was developed in the early
1900s, around the time of WWI (the first World War). [p.2]
F
b) T/F According to the author, effective management communication in an
organization is primarily the responsibility of upper management. [p. 6
F
T/F In the chapter, the author uses NASA and the Marshall Space Flight
Center (MSFC) as an example of effective organizational communication. [p.
6, 12, 13]
F
T/F This is the author’s first book. [p. xix]
F
BONUS: In the Working Daze cartoon on page 6 of our syllabus, what’s the message?
In chapter 1 Zaremba talks about five myths of organizational communication. Name
three of them. [p.13, p.14, p. 15]
1.It’s easy to teach someone
2. A large vocab means your good at communicating
3. It only pertains to business
n one discussion, the author quotes Lee Iacocca former CEO of Chrysler. Iacocca
begins by saying, “I’ve known a lot of engineers with terrific ideas… It’s always a
shame when a guy with great talent can’t….” Can’t do what? [p. 14]
Communicate effectively
What does Craig Ingraham, VP and Senior Counsel for MasterCard International say
is the “single most important thing a manager has to do in terms of communication?”
[p. 26]
listen
What does Craig Ingraham say can be “the kiss of death” in your role as a manager?
[p. 26]
Losing credibility with the rest of your organization
In Zaremba’s Ethical Probe: “Please sign my letter,”

a) Why is the letter writer asking you to sign it?
b) What is the ethical dilemma? [p. 25]

A)Because the person writing the letter doesn’t have the same amount of authority
b) because I don’t necessarily agree with the letter
a) T/F Communication is a non-linear phenomenon. [p. 18]
T
b) T/F Unintentional communication is a myth. [p. 19]
F
) T/F The act of sending a message, in and of itself, means that communication
has taken place. [p. 19]
T
If you and I are studying a group of workers, there’s a very good chance that their
productivity will increase just because we’re paying attention to them. This is an
example of what? [p.41, 42]
human relations theory
In the Classical Theory of Management, employees are motivated strictly by what?
[p.40]
Money
T/F In the Classical Theory of Management, employees try to emulate the hardest
workers. [p. 34]
F
T/F “Fayol’s Bridge” refers to the downward communication in an organization.
[p. 38, 39]
F
) T/F According to Frederick Taylor, any job could be completed scientifically. It
was just a matter of studying the job, identifying the best way to do it, and
identifying the best person to do it. [p. 34]
T
T/F Henri Fayol encouraged weekly conferences of department heads to
encourage “spontaneous collaboration.” [p. 45]
T
. In Zaremba’s example of “Communicating to a New Staff,” Patricia Daniels was
brought in to take over as head of the department.
a) Was she brought in from the outside, or from elsewhere in the company?
b) Why was she brought in? [p. 31, 32]
A) outside the company
B) set a new tone in the company
BONUS:
In the Patricia Daniels story, why wasn’t the associate director of the department
promoted? [p. 31, 32]
he was laid back about enforcing rules
Here are three management theories discussed in this chapter:
o Classical
o Human Relations
o Human Resources

Which applies to each of the following statements?

2. Employees are like parts of a machine. ____

3. A happy employee is a productive employee. _____

4. Management plans the work, and laborers follow through with the plan._____

5. Employees have value. They can contribute to an organization in ways that are
untapped. _____

6. Scientific management. _____

7. Tests can determine the most efficient way to do a job. _____

2. Classical
3.human relations
4.classical
5.human resources
6.classical
7.classical
8. Assign each of the following four assumptions to either McGregor’s:

Theory X or Theory Y

a) Workers are self-motivated and require little direct supervision

b) Under the right conditions people will view work as natural as play

c) Workers are not ambitious and prefer direction

d) Workers must be directed and threatened with punishment to achieve
organizational productivity.

A. Y
B. Y
C. X
D. X
What’s the “fallacy” when managers believe that workers are stubborn fools or
jackasses? [p. 56 & 58]
human resources will fail, manager’s messages will be resisted because employees will see the messages as manipulative eventually. they are not fools
Bonus Question:

What is Duane Vild’s “33-33-33 Rule” regarding coaching people about communicating
inter-culturally? [p. 57, 58]

1. one third of people won’t acknowledge a problem
2. one third doesn’t need training
3.one third of people have problems but can’t be transformed
you hadn’t thought of before, or something that helped you look at things differently.

Here are the names of three new Org Com theories you’ve read about.
• Systems
• Critical
• Cultural

Which of these theories are represented by the “descriptions” below in numbers 2-11?

2. Welcome banner, first name basis, ending the week with work mates at the bar.

3. Every department of an organization needs to be linked with every other one.

4. “Feminist Theory.”

5. An organization cannot thrive without interacting with both its *internal* and
*external* environment.

6. Deals with the “abuse of power”

7. Functionalists and Interpretivists.

8. Hegemony

9. Sexual Harassment in workplace

10. The various units of an organization are all interdependent. What happens in one
either directly or indirectly affects what happens in another.

11. Multiple Stakeholder Theory

2.Cultural
3.systems
4.critical
5.systems
6.critical
7.cultural
8.critical
9.critical
10. Systems
11. Critical
What is the “Silo Effect”?
stops interaction between certain parts of the organization
BONUS: In the “Applying the Principles” case on page 68, what would you do and why
Attempt to talk to the manager in question, this way noon gets in trouble right away, and he has a chance to try and right his wrong
In the Rachel Adams case, how was she blindsided by her boss? What happened?
[p.79/80]
her boss told her a merger wouldn’t happen, but then it did, and she ended up losing her job
What is the author’s basic two-part definition of “Strategic Ambiguity”? [p.86-
88]
a. being purposely vague
b. For the benefit of the organization or personal gain
In the “Ethical Probe” section about the college department with a Human
Resources major, with what ethical issue were they dealing? [p.90/91]
Human resources wasn’t getting funding or respect from other departments, they didn’t think HR was up to par
5. What did they finally decide to do? [p.90/91]
they decided to make the bulletin make they’re department look stronger by using strategic language excluding the low SAT scores
6. The author discusses two of Charles Redding’s criteria for “the ideal
communication climate.” One is “openness. What is the other? [p. 83]
Credibilty
The “Thank God It’s Monday” article I asked you to read reflects most clearly
which of the Organizational Theories we’ve read and talked about so far?
Human relations
In the “Thank God It’s Monday” article, what famous 1920s study—which we’ve
discussed—do the authors cite to demonstrate that “the attention workers were
getting was what made them happier and more effective”?
Hawthorne
BONUS

a) Who said: “Our performance has never been stronger; our business model has
never been more robust; our growth has never been more certain….” b) Why was it
such an ironic statement? [p. 80]

Kenneth Lay, It was ironic because they were about to lose their jobs
2. In “Applying the Principles—Self-Inventory,” Zaremba writes about his survey
on Ethical Attitudes. He notes that participant responses were generally affected
by 4 things. One was different value systems (i.e., a person’s personal beliefs).
Name one of the other three. [p. 92-94]
Personal experience
In establishing a company or industry Code of Ethics, Zaremba cites 4 essential
requirements. Name two. [p. 96]
Guidlines
Publish them
Method to enforce rules
committment from top management
4. Zaremba talks about four different “Philosophical Ethical Yardsticks” one can use
to make ethical decisions. One is John Stuart Mill’s “Utilitarianism,” which is
often referred to as “The Greatest Happiness principle.” According to Mill, what
makes an act moral? [p.96]
If a large amount of people benefit from it
What is John Rawl’s “Veil of Ignorance” argument? [p. 97]
Justice should be blind, it likely increases the chances of quality decision making
6. What does Immanuel Kant’s “Categorical Imperative” say about what is ethical
and what is not? [p. 96]
Universal meaning of what’s right and wrong
In the “Practitioner Perspective,” Victoria Kohlasch, Managing Director of
Marketing for CRIC Capital says that when you lie in an organization, “you are
not creating a new truth. You may think you are, but what you are creating is the
foundation in your organization that it’s _____?” [p. 99]
okay to lie
In the survey that assessed attitudes toward ethical communication, name three of
the examples that appeared in the top ten as “more unethical than ethical.” [p. 95]
lying about layoffs
emailing bad news
using grapevine to spread bad news
BONUS
Why was George O’Leary fired from the University of Notre Dame within weeks of his
hiring? [p.98]
The university gound out he lied about having his master’s degree,and lied about having letters for playing football
2. In the Rayna Smith case, why was Smith initially disappointed? [p. 105]
she did not feel appreciated for training the first 12 people successfully
Carol, the secretary for the Communication department, sends you an email
saying that our next COM300 class will be meeting in a different room. Using
Zaremba’s three categories, which type of message is this? [p. 109]
maintanance
Tavares announces that much of the midterm exam will be based on the reading
quizzes. Which type of message is this? [p. 109]
maintanance
. Tavares gives you an on-line article and asks you to read before the next reading
quiz. Which type of a message is this? [p. 107]]
task
6. One of your team members forgets to email Tavares the team’s MORE memo.
You send the person a note saying, “Hey, everybody makes mistakes.” Which
type of message is this? [p. 110]
Human
One of your team members forgets to email Tavares the team’s MORE memo.
You send the person a note saying you’ll hunt them down. Which type of a
message is this? [p. 110]
Human
In one example of a failure of staff members to read a broadcast email sent by the
manager, Zaremba talks about “selective perception.” What does he mean? [p.
109]
paying attention only to things that you want to
Different types of messages have to be communicated in organizations. Zaremba
discusses five different criteria for messages to make them effective. Name four
of them. [p. 111]
timely
credible
accurate
clear
pertinent
BONUS
Why wasn’t John able to board his United Airlines flight? [p.112]
He did not check his email from weeks ago stating their was a mixup wit his ticket
According to the author, Media Richness is a medium’s capacity “to change
understanding.” He identifies three criteria for determining “richness.” One is
“the capacity for the medium to tailor a message to personal circumstances.”
Name one of the other two. [p. 114]
1. opportunities for immediate feedback
2. Presence of multiple communications cues
Asynchronous Communication

a) What is the definition of an “asynchronous” communications medium? [p.
114]

b) Give an example of an “asynchronous” communications medium. [p.114]

a) A medium that does not require the source/receiver be present at the time of communication
B) example: email
When ranking media in terms of richness, what does Zaremba have at the top of
the list—what is the richest? [p. 115]
Face to face
Despite its commonness, in traditional business contexts, what type of media does
Zaremba say some managers may still be ignorant of? [p.116-118]
social media
In his discussion of first and second level effects of communication technology,
what does “second-level effect” mean? [p. 118]
The derivative effects. For example. increased telephone use resulted in a decrease in literacy
7. The author discusses first and second-level effects of communication technology.
Of which type are the following examples? [p. 118]
a) Unintended consequences
b) Leaving a voicemail message for a colleague
c) Sending an e-mail message to all members of your COM300 team
simultaneously
d) Flaming
a) second level
b) first level
C) first level
d) second level
BONUS: Gordon Rudow, CEO of Bonfire, says that new media including
multimedia content and social networking, can be highly effective in an organization
as long as you’re sensitive to whom? [p. 124]
the audience
The 1-800 number on a can of Coke is an example of which basic network system
in an organization? [p.132-134]
External Network
An SCSU Sunday Open House for prospective undergraduate students hosted by
the Admissions Office is an example of which basic network system in an
organization? [p.132-134]
internal networks
If SCSU’s Admissions Office doesn’t tell the SCSU Police Department about the
Sunday Open House, and visitors find the building locked when they come to
campus, it is a failure of which basic network system in the organization. [p.132-
134]
internal
What is the primary analogy the author uses for networks within an organization?
[p. 130]
highway
. What is the primary analogy the author uses for messages within the network or
on the network? [p.130]
vehicle
In discussing the grapevine roles that individuals might play in an organization,
Zarema talks about “Isolates,” “Bridges,” and “Liaisons.” What’s a “Liaison”?
[p.136]
Person who links one department to the other, but is not a member of either department
What’s an “Isolate”? [p. 136]
Individuals who are out of the loop of grapevine communication
What does the author mean when he talks about the “Resilience” of the
grapevine? [p. 136]
the grapevine will always be there
BONUS: In the copy of the corporate memo about “Employee Networks” that was emailed to the author by a friend, what was the Vice President trying to do? [p.138]
stop the grapevine or curb it
What is William Ouchi’s “Theory Z”? [p. 107]
The ability to adapt to surrounding cultures
Eisenberg says that previous to the 1980s, the dominant vocabulary for Org Com
came from the fields of Psychology, Sociology, and Management. But in the
1980s there was a new focus on how to interpret organizational cultures that
derived its vocabulary from what other field? [p. 108]
Anthropology
T/F Eisenberg points out that the study of an organization’s values should
be limited to the company’s formal publications. [p. 108, 109]
F
T/F The physical workspace itself can illustrate the values of an
organization. [p. 108]
T
c. T/F According to this Eisenberg excerpt, Tavares’s old NPR staff getting
together in a bar many Friday afternoons (without Tavares) is a valid
example of defining the organization’s culture. [p. 109]
T
T/F Culture can provide a unique sense of identity. [p.110]
T
In the Eisenberg excerpt, what company is described with the metaphor, “The
Smile Factory”? [p. 110]
Disney
What is “ethnography”? [p. 109]
Writing of culture
BONUS:

In the reference to Goodall’s study of a particular car culture, what type of car did those
studied drive? [p. 111]

Ferrari
Zaremba discusses the values of “Upward Networks” in
an organization. Why does he cite the creation of
McDonald’s Egg McMuffin, Filet O’ Fish sandwich, and
Big Mac as an example of this? [p. 141]
The ideas came from employees inside the franchise. Management made these employees feel included by not ignoring these suggestions
What is Feynmans “theory” regarding upward
communication getting “clogged”? [p.144]
Managers discourage certain types of information from being delivered to them
. Zaremba points out that messages traveling on downward
networks are frequently transmitted serially. [p. 146]

a) What does he mean by this?

b) What’s the danger?

A) there are often stopping points between the original source of the message and the receiver
B) The original message may not get to the receiver successfully
a) T/F Departments in organizations are inherently interdependent, not
independent. [p. 149]
T
b) T/F In “serial distortion” or “leveling” is when information is taken out of a
message. [p. 148]
T
) T/F Zaremba says that one value of upward networks is that people on lower
levels of the organization are often aware of problems that people on the top
levels could not possibly be privy to. [p.141]
T
BONUS: In Richard Feynman’s experience as a member of the commission examining
the Challenger explosion, he found that subordinates often had valuable information that
had not been communicated to managers. In his first instance, to what did he attribute this
lack of upward communication? [p. 143, 144]
workers had poor written communication skills
Zaremba borrows the term ” wind chill index” to describe what in the organization? There are two parts (a) & (b) [p.155]
Actual conditions in the organization and the perceptions employees have of these conditions
What are the five elements of Redding’s “Ideal Supportive Climate”? [p.156]
Supportiveness,credibility,confidence, and trusts,openess, participatory decision making, emphasis on hgh- performance goals
In the “Jamie at the Wayfarer case, how did Jamie Levesque describe the formal channels of communication under Osias, her first boss? [p.164]
none
Zaremba gives us a number of examples of organizational heroes, rites, rituals, and slogans to illustrate aspects of an organization’s culture. In one of the examples, to what did “Pulling a Milton” refer? [p.158]
working weekends on something major
T/F In the “Jamie at the Wayfarer” case, the first meeting with the new manager reinforced his Theory Y approach. [p.164/165
T/F “Organizational Identification” refers to the extent to which individuals identity with the organization in terms of its goals and values. [p.162]
T
T/F “Participatory Decision Making” allows employees to have their voices heard. [p. 156]
T
BONUS: In “The Informal Orientation,” (Applying the Principles), describe which of the two orientations you would prefer and why? [p.158]
The second approach because it would motivate me and make me want to strive to be a good employee.
T/F Zaremba says an important measure of the culture of an organization is how leaders respond to a company crisis. [p. 166]
T
T/ F The positive culture of an organization can effectively be engineered by management. [p. 167
F
T/F Zaremba says that a “We’re all family here” approach in an organization is often a ploy to get employees to work harder. [p. 167]
T
Zaremba says that a college classroom can be a “microcosm” of an organization. In his discussion, what two entities will contribute to—and affect—the climate and culture of the class? [p. 169]
your instructor and how the students in a class communicate
What was the purpose of Werner von Braun’s Monday Notes at the Marshall Space Flight Center? [p. 170]
to become familiar with other unit’s work
William Lucas was the MSFC head in the 1980s. What about his leadership style prevented him from always getting good information? [p. 170]
he was aloof and critical
Former Massachusetts Governor Michael Dukakis relates the story of the new AMTRAK CEO doing something very unusual, which enhanced his credibility among the employees. What did the AMTRAK CEO do? [p.175]
talk to the engineers and conductors and asked them questions
Why did Massachusetts governor Michael Dukakis like to do his own shopping? [p.175]
so he can talk to people
What is “Emotional Intelligence”? [p. 174]
the ability to monitor one’s own and others’ feelings and emotions, to discriminiate among them and to use this information to guide one’s thinking and actions
BONUS: What would Tom Glynn do every Friday when he was head of the Boston Metropolitan Transit Authority that endeared him to employees. [p. 176]
Takhis bag lunch and go over and meet with brown baggers without supervisors present
What’s the general topic of Chapter 7? [p. 180]
The general topic of this chapter involved meetings, ethnocentrism and the different types of tensions.
What is the Asch effect? [p.187]
an experiment on how willing individuals would be to conform to clearly incorrect conclusions
What is “goal lining”? [p.188]
results in an absence of valuable substantive conflict. Participants see reaching the gola as the lone criteriom determining quality team interaction
What is ethnocentrism? [p. 189]
tendency to think that our own culture is superior to other cultures.
The tendency for groups to make decisions without considering alternatives is referred to as what? [p. 187]
Groupthink
T/F Primary Tensions are those which people might feel even before a meeting begins. [p. 183]
T
T/F Secondary Tensions are those which people might feel once the meeting begins. [p. 184]
F
T/F Substantive Conflict in a meeting can be a positive type of tension in a meeting. [p.186]
T
The roadmap for a meeting is its ________ ? [p.189-190]
Agenda
BONUS: in the cartoon about hidden agendas on page 190, part of the caption reads: “On the one hand, eliminating the middleman would result in lower costs, increased sales, and greater consumer satisfaction; on the other hand….” What’s the punch-line?
We are the middleman
What is the purpose of an “intervention tool” in a meeting?
[p. 191]
used to alter behavior that would likely not be altered had there been no intervention. Reduce primary and secondary conflict
Here are six “Intervention Tools” that the author discusses:
• Buzz Groups p.192
• Brainstorming p.192
• Nominal Group Technique (NGT) p.195
• Problem Census p.196
• Risk Technique p.196
• General Procedural Model (GPM) p.197

Which of the six is best illustrated by the following:
a) The leader goes around the table and asks each person for one idea, which is then listed on the board or flip chart ______
b) At the beginning of the meeting, before teams begin to discuss a topic, the leader polls each member of the group regarding their individual perspective and perception of the problem under discussion _____
c) The leader encourages each participant to play the “devil’s advocate” _____
d) The leader encourages participants to write down their solutions to a particular problem, then asks each participant to share ideas one at a time, while writing them on the board or flip chart _____
e) The leader combines many of the other intervention techniques _____
f) The leader breaks the participants up into smaller groups of two or three to discuss ideas, then has each of these groups summarize their ideas _____

a) Brainstorming
b) Problem Census c) Risk Technique
d) Nominal Group Technique (NGT)
e) General Procedural Model (GPM)
f) Buzz groups
The author talks about a number of specific responsibilities the leader of a meeting has. Name three of them: [p. 198, 199]
Plan meeting, get the meeting started, keep the discussion on track, summarize periodically, plan for the next session
BONUS: In the Gail Hunter Practitioner Perspective, for what organization does her company produce marketing events? [p. 205]
NBA
Joseph DeVito explained three reasons why intercultural communication has become an imperative in contemporary society. Name two of them. [p. 213, 214]
mobility, economic and politcal interdependence, communication technology
The author discussed five categories of cultural perspectives. Two are “Norms,” and “Roles.” Name two of the remaining three. [p.215
belief systems, values, laws
T / F Culture is learned. It is not biologically transmitted. [p. 215]
T
T / F “Enculturation” refers to the process by which one forces their culture on others. [p.215]
F
T / F Zaremba says that communication technology has made it harder for organizations to remain homogeneous. [p. 213]
T
Elashmawri and Harris identify a half dozen ways that cultural differences are manifested in people. One is language. Another is aesthetics.” Name two others. [p. 215]
nonverbal messages, self- image, patterns of thinking
BONUS: In the “Applying the Principles—Test Yourself,” how would you handle the second scenario regarding the bank tellers? [p. 217]
I think that hiring workers who are fluent in different languages is beneficial. Working at Express, I noticed that this is very important. However, due to this issue arising, I would set a meeting up with everyone and talk to everyone about what to do and what not to do.
What does Hofsted mean by “Uncertainty avoidance”? [p. 222]
the extent to which members of a cultural group require certainty and disdain ambiguity and uncertainty
What does Hofsted mean by “Power distance”? [p.222]
the acceptance of supervisor/ subordinate authority distinctions in organizations
Why does the author say it’s important for traveling business people to be cognizant of nonverbal gestures? [p. 221]
there are gestures that mean one thing in one culture but something different in others
Here are Adler’s five structural orientations of multinational organizations:
• Cultural Dominance
• Cultural Accommodation
• Cultural Compromise
• Cultural Avoidance
• Cultural Synergy

In the 1990s, Disney opened Euro-Disney outside of Paris to great fanfare. It seemed like a no-brainer. Everyone knows Mickey and Donald and Goofy. They would just build a copy of one of their American parks, rules and all, because they knew that’s what works best, period. Initially it was a dismal failure. Which TWO of Adler’s structural orientations might result in this failure?

“When in Rome, do what the Romans do.” [p. 222]

1) Cultural Dominance 2) Cultural Avoidance
T/F The Theory of Linguistic Relativity (sometimes called the Whorfian Hypothesis) says that language affects our sense of the world, therefore, groups of people who do not share the same language will have different perspectives. [p.220]
T
T/F Linguistic Relativity implies that a Chinese employee and an American employee will succeed if both speak a common language. [p. 220]
F
T/F Linguistic Relativity says that there are universal meanings for most words. [p.220]
F
BONUS: What does Steve MacLeod, Senior Vice President for Fluor Corporation say is the first step toward business success in intercultural and international contexts? [p.228, 229]
acknowledge that there are intercultural differences and to respect the diversity.
The author refers to five categories of “trustbusting” behavior (behaviors that can bust your trust in an organization) during a crisis. One is “stonewalling.” Name two others: [p. 238]
Arrogance, defensive threatening, delaying
T / F — “Crisis Communication” and “Crisis Management” are synonymous. [p. 234]
F
T / F — When a company puts together a crisis team, its primary members should be those involved in public relations [p. 239]
F
“Stakeholders” can be inside the organization or outside of the organization. [p. 240]
T
What does Ed Klotzbier mean when he says, “The time to fix your roof is when the sun is shining”? [p. 237]
the importance of proactive planning is unequivocal
In regard to preparing for a crisis in an organization, if avoiding trustbusting, and communicating honestly are crisis communication imperatives, an initial step in crisis planning requires obtaining a commitment from whom? [p. 238]
top management
In regards to strategies for image restoration, the term “bolstering” refers to what? [p. 246]
when a spokesperson identify the achievements of an organizaion in an attempt to deflect attention from the specific crisis and highlight the organizational attributes
In regards to strategies for image restoration, the term “displacement” refers to what? [p. 247]
an organization or person attempts to place the blame on someone else
In regards to strategies for image restoration, the term “suffering” refers to what? [p. 248]
when an organization suggests that it too has been victimmized by a crisis
What do many crisis communication experts say about the phrase, “No comment?” Why? [p. 251]
they are sending messages that are probably perceived negatively. The company has something to hide
T / F – The Bayside Inn case study is an example of how one organization
was effective in handling a crisis. [p. 250]
T
T / F – Crisis Communication and Crisis Management are essentially the same thing. [p. 251, 252]
F
T / F – Experienced PR expert Jason Vines says that strategic ambiguity is one of the more important tools in your toolbox. [p. 252]
F
Zaremba writes about the “Four Rs” that are variables in Restoration Theory (how a company might restore its image by the way it responds to a crisis). The first of these variables is Reputation. Name two others: [p. 245]
relationships, responsiblity, response
BONUS: In the Practitioner Perspective, how did Chrysler chairman Lee Iacocca respond to the revelation that some assembly plant officials were rolling back the odometers on some cars they were using and shipping them to the dealers as “new”? [p. 252]
apologized, acknowledged that some company people had engaged in that activity, said it was stupid and promised that it would not happen again
T/F An ECCO analysis is used to determine how participants received information in an organization. [p. 263]
T
T/F An accurate communication audit can only be conducted by external consultants. [p. 268]
F
T/F One of the trickiest parts of a communication audit is reporting the results. [p. 268]
T
Regardless of what is being examined or audited, your test must be both valid and what? [p. 256]
Reliable
A “Critical Incident Interview,” also referred to as a “Communication Experience Interview” ask respondents two questions. What are they? [p. 263]
describe an excellent communication experience and to describe a poor communication experience
In the 60 Minutes IDEO “Design Thinking,” what is the core of design thinking as explained by David Kelly? [00:47.]
In the Design Thinking video, Kelly says that it’s important to gain empathy with consumers. One example he uses is in designing the software for a computer program. He says all you have to do is watch people using it and ______ [2:13]
Jacqui Sweeney from Northeastern University recommends things or types of things that should be included in a portfolio. Name three. [p. 281]
table of contents, current resume, actual or model cover letter, at least two letters of recommendation
Zaremba talks about using networking opportunities when you have the chance. For those considering organizational communication careers, he names two membership organizations worth joining. Name one of them. [p. 281]
International Association of Business Communicators and the Public Relations Society of America
BONUS #1 (Chapter 11): Angela Sinickas, in talking about the greatest challenges in reporting the results of an audit, says that clients often did not want to “hear” what the research uncovered. She said that Executives are all too often sheltered from the reality of their organizations by what? [p. 270]
managers who didnt want to be bearer of bad news