The ____ states that we all have a basic need to understand and explain the causes of other people's behavior.
1 points
Question 2
JetBlue
JetBlue Airways has had tremendous success by offering direct flights, low fares, wider leather seats, satellite TV in every seat and great customer service. Modeled after Southwest Airlines, JetBlue has the lowest costs in the industry at 6.4 cents per passenger mile. But as its new planes age, its costs will rise, as will the wages it pays its pilots, flight attendants, and mechanics. With only two successful new airlines in the last 25 years, the challenge for JetBlue will be to continue its success as it ambitiously grows from 73 planes and 6,500 employees to 290 planes and 25,000 employees over the next five years. Key to meeting those goals is solid communication.
As companies like JetBlue grow, managers must be good one-on-one communicators but must also learn how to communicate effectively with a larger number of people throughout an organization. This is why JetBlue’s senior managers speak with every new class of employees as they come through JetBlue’s structured orientation process. On the first day of orientation, they teach the new hires about JetBlue’s brand and show them how JetBlue earns its money and the role each employee plays in the process.
Another part of JetBlue’s strategy to communicate and reinforce its organizational culture is a program called Principles of Leadership (POL). POL is a five-day training program completely taught by JetBlue’s managers from all levels of the company from the very top to the very bottom. As they teach, JetBlue’s managers share real world stories that illustrate ways in which company managers and employees have practiced or violated the five principles of JetBlue’s culture. In general, these stories demonstrate when it is proper and improper to break company rules to serve customers. For example, a JetBlue pilot once bought several dozen McDonald’s Happy Meals for the kids on his plane. While this was a violation of company spending guidelines, buying those Happy Meals adhered to JetBlue’s cultural principle of “Doing the right thing,” because the plane was stuck on the ground without food, and the kids on board were hungry.
But effective leaders don’t just communicate to others; they also make themselves accessible so that they can hear what others, particularly customers and employees, are feeling and thinking about their organization. At JetBlue, the senior managers uses frequent informal meetings and surprise visits to listen to customers and employees. On an almost daily basis, senior management can be found on a JetBlue flight talking to customers. Senior management will typically use the plane’s public address system to introduce themselves and say that they want to hear any feedback, good or bad, that passengers have about the airline. Passengers frequently offer advice on where JetBlue should offer new routes and service, but they also complain about the food, meaning the lack of it (just cookies, snacks, and biscotti). Most importantly, the culture of senior management is to listen, write down thoughts and customer comments and turn this information into the organizational to-do’s once the flight is over.
Refer to JetBlue. JetBlue’s orientation for new employees would be an example of ____ communication.
1 points
Question 3
According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.
1 points
Question 4
Perceptual filters may occur as the result of ____.
1 points
Question 5
____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.
1 points
Question 6
The pirated radio stations sometimes use communications equipment instead of commercial broadcast equipment to pass along advice, information, and support not communicated by the “establishment”. This would be an example of a(n) ____ communication channel.
1 points
Question 7
Organizational silence occurs when ____.
1 points
Question 8
In the perceptual process, ____ is the process of attaching meaning to new knowledge.
1 points
Question 9
Which of the following statements about hearing and listening are true?
1 points
Question 10
In the ____ type of grapevine communication network, one highly connected individual shares information with many other managers and workers.
1 points
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Question 1
1 out of 1 points
The ____ states that we all have a basic need to understand and explain the causes of other people's behavior.
Selected Answer:
attribution theory
Question 2
0 out of 1 points
JetBlue
JetBlue Airways has had tremendous success by offering direct flights, low fares, wider leather seats, satellite TV in every seat and great customer service. Modeled after Southwest Airlines, JetBlue has the lowest costs in the industry at 6.4 cents per passenger mile. But as its new planes age, its costs will rise, as will the wages it pays its pilots, flight attendants, and mechanics. With only two successful new airlines in the last 25 years, the challenge for JetBlue will be to continue its success as it ambitiously grows from 73 planes and 6,500 employees to 290 planes and 25,000 employees over the next five years. Key to meeting those goals is solid communication.
As companies like JetBlue grow, managers must be good one-on-one communicators but must also learn how to communicate effectively with a larger number of people throughout an organization. This is why JetBlue’s senior managers speak with every new class of employees as they come through JetBlue’s structured orientation process. On the first day of orientation, they teach the new hires about JetBlue’s brand and show them how JetBlue earns its money and the role each employee plays in the process.
Another part of JetBlue’s strategy to communicate and reinforce its organizational culture is a program called Principles of Leadership (POL). POL is a five-day training program completely taught by JetBlue’s managers from all levels of the company from the very top to the very bottom. As they teach, JetBlue’s managers share real world stories that illustrate ways in which company managers and employees have practiced or violated the five principles of JetBlue’s culture. In general, these stories demonstrate when it is proper and improper to break company rules to serve customers. For example, a JetBlue pilot once bought several dozen McDonald’s Happy Meals for the kids on his plane. While this was a violation of company spending guidelines, buying those Happy Meals adhered to JetBlue’s cultural principle of “Doing the right thing,” because the plane was stuck on the ground without food, and the kids on board were hungry.
But effective leaders don’t just communicate to others; they also make themselves accessible so that they can hear what others, particularly customers and employees, are feeling and thinking about their organization. At JetBlue, the senior managers uses frequent informal meetings and surprise visits to listen to customers and employees. On an almost daily basis, senior management can be found on a JetBlue flight talking to customers. Senior management will typically use the plane’s public address system to introduce themselves and say that they want to hear any feedback, good or bad, that passengers have about the airline. Passengers frequently offer advice on where JetBlue should offer new routes and service, but they also complain about the food, meaning the lack of it (just cookies, snacks, and biscotti). Most importantly, the culture of senior management is to listen, write down thoughts and customer comments and turn this information into the organizational to-do’s once the flight is over.
Refer to JetBlue. JetBlue’s orientation for new employees would be an example of ____ communication.
Selected Answer:
upward
Question 3
1 out of 1 points
According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.
Selected Answer:
internal and external attributions
Question 4
0 out of 1 points
Perceptual filters may occur as the result of ____.
Selected Answer:
stimulus-based differences
Question 5
1 out of 1 points
____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.
Selected Answer:
Active listening
Question 6
1 out of 1 points
The pirated radio stations sometimes use communications equipment instead of commercial broadcast equipment to pass along advice, information, and support not communicated by the “establishment”. This would be an example of a(n) ____ communication channel.
Selected Answer:
informal
Question 7
1 out of 1 points
Organizational silence occurs when ____.
Selected Answer:
employees believe that telling managers about problems will not make a difference
Question 8
1 out of 1 points
In the perceptual process, ____ is the process of attaching meaning to new knowledge.
Selected Answer:
interpretation
Question 9
1 out of 1 points
Which of the following statements about hearing and listening are true?
Selected Answer:
Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.
Question 10
1 out of 1 points
In the ____ type of grapevine communication network, one highly connected individual shares information with many other managers and workers.
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