Test Bank for Shortell and Kaluznys Healthcare Management 7th Edition by Burns

Test Bank for Shortell and Kaluznys Healthcare

Management 7th Edition by Burns

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CHAPTER 6: Communication

MULTIPLE CHOICE

1. The consensus among contemporary scholars is that today’s leaders need to engage in robust, targeted
____ communication.
a. top-down c. bottom-up
b. two-way d. centralized
ANS: B

Feedback
A Incorrect: The consensus among contemporary scholars is that today’s leaders need to
engage in robust, targeted two-way communication.
B Correct: The consensus among contemporary scholars is that today’s leaders need to
engage in robust, targeted two-way communication.
C Incorrect: The consensus among contemporary scholars is that today’s leaders need to
engage in robust, targeted two-way communication.
D Incorrect: The consensus among contemporary scholars is that today’s leaders need to
engage in robust, targeted two-way communication.

PTS: 1

2. ____ give(s) people a level of trust and confidence in each other, facilitating communication and
making it easier to cooperate.
a. Contracts c. Dependence
b. Relationships d. Stability
ANS: B

Feedback
A Incorrect: Relationships give people a level of trust and confidence in each other,
facilitating communication and making it easier to cooperate.
B Correct: Relationships give people a level of trust and confidence in each other,
facilitating communication and making it easier to cooperate.
C Incorrect: Relationships give people a level of trust and confidence in each other,
facilitating communication and making it easier to cooperate.
D Incorrect: Relationships give people a level of trust and confidence in each other,
facilitating communication and making it easier to cooperate.

PTS: 1

3. The ____ principle is the need for people to behave in ways that are consistent with previously
declared values and norms.
a. sequencing c. familiarity
b. normative d. consistency
ANS: D

Feedback
A Incorrect: The consistency principle is the need for people to behave in ways that are
consistent with previously declared values and norms.
B Incorrect: The consistency principle is the need for people to behave in ways that are
 consistent with previously declared values and norms.
C Incorrect: The consistency principle is the need for people to behave in ways that are
consistent with previously declared values and norms.
D Correct: The consistency principle is the need for people to behave in ways that are
consistent with previously declared values and norms.

PTS: 1

4. Psychologists have discovered that people sometimes have what they call “____” on various beliefs
and opinions, and their willingness to be flexible on these positions can depend on how much they are
asked to change.
a. anchor positions c. stubbornness
b. concrete positions d. overconfidence
ANS: A

Feedback
A Correct: Psychologists have discovered that people sometimes have what they call
“anchor positions” on various beliefs and opinions, and their willingness to be flexible
on these positions can depend on how much they are asked to change.
B Incorrect: Psychologists have discovered that people sometimes have what they call
“anchor positions” on various beliefs and opinions, and their willingness to be flexible
on these positions can depend on how much they are asked to change.
C Incorrect: Psychologists have discovered that people sometimes have what they call
“anchor positions” on various beliefs and opinions, and their willingness to be flexible
on these positions can depend on how much they are asked to change.
D Incorrect: Psychologists have discovered that people sometimes have what they call
“anchor positions” on various beliefs and opinions, and their willingness to be flexible
on these positions can depend on how much they are asked to change.

PTS: 1

5. After simplicity, the second most important quality of one’s message is ____.
a. complexity c. vividness
b. brevity d. uniqueness
ANS: C

Feedback
A Incorrect: After simplicity, the second most important quality of one’s message is
vividness.
B Incorrect: After simplicity, the second most important quality of one’s message is
vividness.
C Correct: After simplicity, the second most important quality of one’s message is
vividness.
D Incorrect: After simplicity, the second most important quality of one’s message is
vividness.

PTS: 1

6. One reason that broad involvement of many different stakeholders is crucial to the success of a
communicator is that stakeholders can ____.
a. determine their worth c. reluctantly comply
 b. demand better benefits d. offer their expertise
ANS: D

Feedback
A Incorrect: One reason that broad involvement of many different stakeholders is crucial
to the success of a communicator is that stakeholders can offer their expertise.
B Incorrect: One reason that broad involvement of many different stakeholders is crucial
to the success of a communicator is that stakeholders can offer their expertise.
C Incorrect: One reason that broad involvement of many different stakeholders is crucial
to the success of a communicator is that stakeholders can offer their expertise.
D Correct: One reason that broad involvement of many different stakeholders is crucial to
the success of a communicator is that stakeholders can offer their expertise.

PTS: 1

7. The issue of broad representation generally becomes more important as an organizational initiative
moves into the ____ phase.
a. origination c. scouting
b. implementation d. planning
ANS: B

Feedback
A Incorrect: The issue of broad representation generally becomes more important as an
organizational initiative moves into the implementation phase.
B Correct: The issue of broad representation generally becomes more important as an
organizational initiative moves into the implementation phase.
C Incorrect: The issue of broad representation generally becomes more important as an
organizational initiative moves into the implementation phase.
D Incorrect: The issue of broad representation generally becomes more important as an
organizational initiative moves into the implementation phase.

PTS: 1

8. A weakness of ____ is that it is not appropriate for exploring a particular idea or proposal in depth.
a. structured interviews c. open-ended interviews
b. focus groups d. interview design
ANS: D

Feedback
A Incorrect: A weakness of interview design is that it is not appropriate for exploring a
particular idea or proposal in depth.
B Incorrect: A weakness of interview design is that it is not appropriate for exploring a
particular idea or proposal in depth.
C Incorrect: A weakness of interview design is that it is not appropriate for exploring a
particular idea or proposal in depth.
D Correct: A weakness of interview design is that it is not appropriate for exploring a
particular idea or proposal in depth.

PTS: 1

9. ____ explains how information spreads.

 a. Hierarchy c. Contagion
b. Collapsing d. Staggering
ANS: C

Feedback
A Incorrect: Contagion explains how information spreads.
B Incorrect: Contagion explains how information spreads.
C Correct: Contagion explains how information spreads.
D Incorrect: Contagion explains how information spreads.

PTS: 1

10. Real-time team meetings are venues where ____ communication takes place.
a. enhanced c. structured
b. all-channel d. circle
ANS: B

Feedback
A Incorrect: Real-time team meetings are venues where all-channel communication takes
place.
B Correct: Real-time team meetings are venues where all-channel communication takes
place.
C Incorrect: Real-time team meetings are venues where all-channel communication takes
place.
D Incorrect: Real-time team meetings are venues where all-channel communication takes
place.

PTS: 1

COMPLETION

1. Effective speakers “package” their message using one or more of the three persuasive means of
conveying a message: ethos (character), ____________________ (emotion), and logos (logic).

ANS: pathos

PTS: 1

2. The ____________________ is the problem of imagining another person’s state of mind when you
have a piece of knowledge that they lack.

ANS: Curse of Knowledge

PTS: 1

3. ____________________ ensures that people take you and your ideas seriously.

ANS: Credibility

PTS: 1
 4. At the very center of stakeholder management, like the bull’s eye in the middle of a target, are their
____________________, problems, and needs.

ANS: self-interests

PTS: 1

5. ____________________ have an interest in a corporation’s investments, projects, environmental

policies, and other commitments because they all have consequences that extend far beyond the
narrow circle of profit-and-loss statements.

ANS: Stakeholders

PTS: 1

6. ____________________ are used to generate hypotheses about the way members and customers think.

ANS: Focus groups

PTS: 1

7. ____________________ provide a structured setting where participants collectively explore issues in

depth.

ANS: Workshop designs

PTS: 1

8. ____________________ refers to the pattern of relationships that a group of people have.

ANS: Connection

PTS: 1

9. ____________________ communication is simple hierarchical communication.

ANS: Chain

PTS: 1

10. To communicate successfully in a health care organization, you must learn to adapt to the “____” and
speak many different “languages.”

ANS: local culture

PTS: 1

MATCHING

Match each item with a statement below:

a. Power/Interest matrix
b. belief bias
c. feedback model
Test Bank for Shortell and Kaluznys Healthcare Management 7th Edition by Burns

d. wheel communication
e. social networks
f. Y communication
g. pull of “power”
h. nominal group technique
i. Mini Delphi
j. framing
1. Where people report up to a superior, who in turn has a dual reporting relationship to two separate
superiors
2. Useful tool to guide stakeholder analysis
3. Suitable when you have to communicate with several people who have no need to communicate
directly with each other
4. Tendency of people to respond to appeals invoking ultimate values such as safety, connection,
community, or truth
5. Increases and balances participation among meeting participants
6. Tendency of people to accept any and all conclusions that fit within their systems of belief
7. Connections among a group of people and the broader environment in which they live and work
8. Where respondents prioritize alternatives, then repeat exercise after seeing the average rankings from
previous rounds
9. Powerfully affects people’s perceptions, standards they will call to mind, evidence they will consider
relevant, emotions they will feel, and decisions they will ultimately make
10. Requires attention not only to the intended meaning but also to the entire context in which
communication takes place

1. ANS: F PTS: 1
2. ANS: A PTS: 1
3. ANS: D PTS: 1
4. ANS: G PTS: 1
5. ANS: H PTS: 1
6. ANS: B PTS: 1
7. ANS: E PTS: 1
8. ANS: I PTS: 1
9. ANS: J PTS: 1
10. ANS: C PTS: 1

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