©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
ODM Final Exam Questions With Correct
Answers.
What are the 3 main Organizational Functions that Communication serves? - answer✔-
Transmission of information
-Coordination of effort
-Sharing emotions and feelings
What is involved in Active Listening and explain some techniques - answer✔-Giving full
attention to what other people are saying, taking time to understand the points being made,
asking questions as needed, and not interrupting at inappropriate times.
What are the aspects of Crucial Conversations - answer✔-stakes are high
-opinions vary
-emotions run strong
-requires more planning
examples: asking for a raise, or addressing performance issues
Explain what Information-Rich Channels are (3 characteristics) - answer✔- Measured by the
amount of information that can be transmitted or communicated effectively through a given
channel
- A medium with high richness is likely to result in common understanding
- Richness involves the amount of information, and speed the info is transmitted
Rank various modes of communication on their richness - answer✔High- face-to-face convos,
video chat, phone calls
Medium- emails, blogs, memos
Low- written letters, spreadsheets
Name, describe, and provide an example of two barriers to effective communication -
answer✔Emotional Disconnects- when the sender of the receiver is upset
1|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Semantics- when words can mean different things (businesses "jargon" is a company's
acronyms or buzzwords)
How do you improve Listening Skills? - answer✔-Prepare and be receptive
-dont anticipate
-summarize what you've heard
- focus and don't multitask
-seek clarification
- establish eye contact
Define Filtering - answer✔The process of withholding, ignoring, or distorting information.
"Don't shoot the messenger"
Define Selective Perception - answer✔filtering information to suit out own needs. Often
unconscious
What is Workplace Gossip and the Grapevine - answer✔a lifeline for many employees seeking
information about their company. 70% of all organizational communication occurring through
the grapevine level, employees trust their peers, but it can be a barrier from the managerial
perspective
When is it best to use Verbal Communication? - answer✔verbal is a better way to convey
feelings, use them when conveying emotions, the message doesn't need to be permanent
When is it best to use Written Communication? - answer✔when conveying facts
What are the two types of conflict? - answer✔Intrapersonal Conflict- within a person, if you
have uncertainty about what is expected or wanted
Interpersonal Conflict- among individuals as coworkers, a manager and employee, or CEOs and
their staff (competition could be a key reason behind this)
What causes conflict? - answer✔-Organizational structure
-Limited resources
-task independence
-incompatible goals
-personality differences
2|Page
11/16/2024 10:16 AM
ODM Final Exam Questions With Correct
Answers.
What are the 3 main Organizational Functions that Communication serves? - answer✔-
Transmission of information
-Coordination of effort
-Sharing emotions and feelings
What is involved in Active Listening and explain some techniques - answer✔-Giving full
attention to what other people are saying, taking time to understand the points being made,
asking questions as needed, and not interrupting at inappropriate times.
What are the aspects of Crucial Conversations - answer✔-stakes are high
-opinions vary
-emotions run strong
-requires more planning
examples: asking for a raise, or addressing performance issues
Explain what Information-Rich Channels are (3 characteristics) - answer✔- Measured by the
amount of information that can be transmitted or communicated effectively through a given
channel
- A medium with high richness is likely to result in common understanding
- Richness involves the amount of information, and speed the info is transmitted
Rank various modes of communication on their richness - answer✔High- face-to-face convos,
video chat, phone calls
Medium- emails, blogs, memos
Low- written letters, spreadsheets
Name, describe, and provide an example of two barriers to effective communication -
answer✔Emotional Disconnects- when the sender of the receiver is upset
1|Page
, ©BRIGHTSTARS EXAM SOLUTIONS
11/16/2024 10:16 AM
Semantics- when words can mean different things (businesses "jargon" is a company's
acronyms or buzzwords)
How do you improve Listening Skills? - answer✔-Prepare and be receptive
-dont anticipate
-summarize what you've heard
- focus and don't multitask
-seek clarification
- establish eye contact
Define Filtering - answer✔The process of withholding, ignoring, or distorting information.
"Don't shoot the messenger"
Define Selective Perception - answer✔filtering information to suit out own needs. Often
unconscious
What is Workplace Gossip and the Grapevine - answer✔a lifeline for many employees seeking
information about their company. 70% of all organizational communication occurring through
the grapevine level, employees trust their peers, but it can be a barrier from the managerial
perspective
When is it best to use Verbal Communication? - answer✔verbal is a better way to convey
feelings, use them when conveying emotions, the message doesn't need to be permanent
When is it best to use Written Communication? - answer✔when conveying facts
What are the two types of conflict? - answer✔Intrapersonal Conflict- within a person, if you
have uncertainty about what is expected or wanted
Interpersonal Conflict- among individuals as coworkers, a manager and employee, or CEOs and
their staff (competition could be a key reason behind this)
What causes conflict? - answer✔-Organizational structure
-Limited resources
-task independence
-incompatible goals
-personality differences
2|Page
