《管理沟通试题库》word版.doc

管理沟通（双语）问题&答案CHAPTER 1 Management Communication in Transition1. What do managers do all day?（经理一整天都做什么？）(1)Managers spend their time engaged in planning, organizing, staffing, directing, coordinating, reporting, and controlling.(2)Managers are in constant action.(3)Managers show similar patterns, they spend most of their time interacting with others, both inside and outside the organization.(4)Most management work is conversational.2. What roles do managers play?（经理扮演什么样的角色？）(1)Interpersonal Roles. These roles include Figurehead role, Leader role, and Liaison role.(2)Informational Roles. These roles include monitor, disseminator and spokesperson.(3)Decisional Roles. These roles include entrepreneur, disturbance or crisis handler, resource allocator and negotiator.3. What are major characteristics of the Managers job?(1)Time is fragmented.(2)Values compete and the various roles are in tension.(3)The job is overloaded.(4)Efficiency is a core skill.4. What varies in a managers job?(1)The entrepreneur role is gaining importance.(2)So is the leader role. Managers must be more sophisticated as strategists and mentors.(3)Managers must create a local vision as they help people grow.5. List management skills required for the TwentyFirst Century(1) Technical skills. These are most valuable at the entry level, but less valuable at more senior levels.(2) Relating skills. These are valuable across the managerial career span and are more likely to help you progress and be promoted to higher levels of responsibility.(3) Conceptual skills. These are least valuable at the entry level, but more valuable at more senior levels in the organization.6. What does verbal interaction (talk) include?(1) Oneonone conversations.(2) Telephone conversations.(3) Video teleconferencing.(4) Presentations to small groups.(5) Public speaking to larger audiences.7. Why the major channels of management communication are talking and listening(1)A series of scientific studies have served to confirm what each of us knows that most managers spend the largest portion of their day talking and listening.s thesis at the University of Maryland, in fact, found that North American adults spend more than 78 percent of their communication time either talking or listening to others who are talking.(3)According to Werner and others who have studied the communication habits of postmodern business organizations, managers are involved in more than just speeches and presentations from the dais or teleconference.(4)Each of these activities may look to some managers like an obligation imposed by the job.8. What role does writing play?(1)Witting is a career sifter.(2)Managers do most of their own writing and editing.(3)Documents take on lives of their own.9. Communication is invention, how do you understand?(1)Without question, communication is a process of invention.(2)The fact is, managers create meaning through communication.(3)Additionally, it is important to note that managers usually figure things out by talking about them as much as they talk about the things they have already figured out.10. Why information is socially constructed?(1)Information is created, shared, and interpreted by people.(2)Information never speaks for itself.(3)Context always drives meaning.(4)A messenger always accompanies message.11. What is the greatest challenge for every manager?Your greatest challenge is to admit to flaws in your skill set and work tirelessly to improve them. But first, you must admit to the flaws.12. What is your task as a professional?(1)As a professional manager, your first task is to recognize and understand your strengths and weaknesses as a communicator.(2)Foremost among your goals should be to improve existing skills.(3)Two other suggestions come to mind for improving your professional standing as a manager. Acquire a knowledge base that will work for twentyfirst century.(4)You should read at least one national newspaper each day.(5)Your final challenge is to develop the confidence you will need to succeed as a manager.CHAPTER 2 Communications and Strategy1. Define communication(1) Communication is the transfer of meaning.(2) It must be understood.(3) It is a complex, ongoing process.2. What are the elements of communication?(1) Sender. (2) Receiver. (3) Message. (4) Medium. (5) Code. (6) Feedback.(7) Noise. (8) Effect.3. What are the principles of communication?(1) Dynamic. Human communication is constantly undergoing change.(2) Continuous. Communication never stops.(3) Circular. Communication is rarely ever entirely oneway.(4) Unrepeatable. (5) Irreversible. (6) Complex.4. What are levels of communication?(1) Intrapersonal. (2) Interpersonal. (3) Organizational. (4) Mass or public.5. What are barriers of communication?(1) Physiological barriers. In sending message to others, we must be sensitive to the fact that they may not see, hear, touch, smell, or taste in the same way we do.(2) Psychological barriers. Such as filtering, emotions, information overload, language, and national culture.6. How to communicate strategically?(1) It means that your plans for communication, your proposed messages, the medium you select, the code you employ, the context and experience you bring to situation, and the ethics you adopt will all have a direct effect on the outcome.(2) If you are communicating strategically, those goals will be aligned with and directly support the goals of the organization you work for.(3) You must ask yourself a few questions related to the elements of communication listed above.7. List the steps of successful strategic communication(1) Link your message to the strategy and goals of the organization.(2) Attract the attention of your intended audience.(3) Explain your position in terms they will understand and accept.(4) Motivate your audience to accept and act on your message.(5) Inoculate them against contrary message and positions.(6) Manage audience expectations.8. Why communicating as a manager is different?(1) Levels of responsibility and accountability. The higher your level of responsibility in an organization, the more you have to think about.(2) Organizational dynamics. Organizations, like the humans who populate and animate them, are in constant flux.(3) Personality preferences. It is important to acknowledge that each of us has his or her own preference for gathering, organizing, and disseminating information.9. What are the tactics of communication?(1) factfinding. (2) Analysis. (3) Methods. (4) Timing. (5) Media. (6) Cost.(7)The dozens of assumptions you must make about your audience, your reasons for communicating and so on.CHAPTER 3 Communication Ethics1. How to understand the ethical conduct of employers?(1) Arecent National Business Ethics Survey discovered that employees care about the ethical conduct their employers.(2) Through HudsonWalker survey, only a third of employees feel comfortable reporting misconduct.30 percent of employees know of suspect ethical violations in their organizations in the past two years.(3) The majority of these employees have seen or know about a violation have not reported it.(4) If you behave in unethical ways, people will quickly realize that you cannot be trusted.2. Defining business ethics(1) Ethics most often refers to a field of inquiry, or discipline, in which matters of right and wrong, good and evil, virtue and vice, are systematically examined.(2) Morality is most often used to refer not to discipline but to patterns of behavior that are actually common in everyday life.(3) Social responsibility refers to part of ethics, relating to external constituencies.(4)These relationships define a large and very important part of business ethics. Business ethics is a much larger notion than corporate social responsibity, even though it includes that concept.3. What are three levels of inquiry?(1) The individual. Business ethics concerns the values by which selfinterest and other motives are balanced with concern for fairness and the common good, both inside and outside of a company.(2) The organization. Business ethics concerns the group conscience that every company has as it pursues its economic objectives.(3) The economy. Business ethics concerns the pattern of social, political, and economic forces.4. List three views of decision making(1) Moral point of view. It has two important features. The first is a willingness to seek out and act on reasons. Second, a moral point of view requires the decision maker to be impartial.(2) Economic point of view. (3) Legal point of view.5. How to understand an integrated approach? Many business ethicists advocate a decisionmaking process that integrates these three viewpoints, considering the demands of morality, economics, and the law together. Decisions, they say, can be made on the basis of morality, profit, and legality together to arrive at workable solutions which will take into account the best interests of all concerned, protect the investment of shareholders, and obey the law.6. What are the two basic types of judgments?(1) Two basic types of judgments are normative judgments and moral judgments.(2) Normative judgments are claims that state or imply that something is good or bad, right or wrong ,better or worse, ought to be or ought not be.(3) Moral judgments, then, are a special subset or category of normative judgments.(4) Businesspeople use two types of moral standards to make decisions. One is moral norms, the other is moral principles.7. How to distinguish characteristics of moral principles from other standards?(1) They have serious consequences to Human WellBeing.(2) Their validity rests on the adequacy of the reasons which are used to support and justify them.(3) They override selfinterest. (4) They are based on impartial considerations.8. List the four resources for decision making(1) Proposals. These are prescriptive statements, suggesting actions. Proposals are often answers to questions.(2) Observation. These are descriptive statements, describing situations. Observations sometimes look like assumptions, since they both appear to describe.(3) Value judgments. These are normative statements, guiding the actions of others. Value judgments can also be asserted as should statements.(4) Assumptions. These are reflective statements, expressing world views and attitudes.9. What separate capacities should decision makers own to make moral judgments?(1) Ethical sensibility. This is reflected in your capacity to impose ethical order on a situationto identify aspects of the situation that have ethical importance.(2) Ethical reasoning. This means that we determine what kind of ethical problem you face.(3) Ethical conduct. It is one thing to know what you should do, and quite another to do it.(4) Ethical leadership. The capacity for ethical leadership ,according to Professor Paine,“is associated with the highest levels of integrity”.10. Why many companies fail to apply ethical standards to management communication?Increased levels of global competition, financial pressures, lack of communication throughout organizations, and the absence of moral leadership at the top levels are but a few of the most prevalent reasons.11. Why a company should have statements of ethical principles?Professor Patrick Murphy offers this response:First, and most important, ethics statements denote the seriousness with which the organization takes its ethical commitments. Words are empty without some documentation. The written statement then serves as a foundation from which ethical behavior can be built. Corporate culture is often viewed as being more important than policies in setting the ethical climate for any organization. However, written ethical priciples send a strong signal that ethical matter to the firm.(1) Types of ethical statements. They include values statements, corporate credos, and corporate codes of ethical.(2) Tension and ethical values. Many values, along with the roles and objectives that managers must follow, are in competition with one another.(3) How ethical statements can help. The presence of an ethical statement will not automatically ensure ethical behavior, and promote a companywide dialogue about the value of ethical behavior.(4) How to make ethical statements work.We should write it, tailor it, communicate it, promote it, revise it, live it and enforce it.12. How to understand the “front page”test? In judging whether its policies or its actions are fundamentally sound, managers might simply apply what is come to be known as the front page test.CHAPTER 4 Speaking1. Why speak?(1) Often, we dont have a choice .As a manager ,you will find yourself preparing to speak to an audience youd rather not meet on a topic youd rather not talk about. Many streaking assignments are directive in nature.(2) Many speaking opportunities are voluntary in nature. You give the talk because you choose to do so.(3) It might be another occasion, explaining to your daughters elementary school class what you do for a living.2. How to prepare a successful management speech?(1) Develop a strategy.(2) Get to know your audience. Such as age, education, personal beliefs, occupation, income, socioeconomic status, ethnic origin, sex/gender, knowledge of the subject, attitude toward the subject.(3)Determine your reason for speaking.(4) Learn what you can about the occasion for your talk.(5) Know what makes people listen. We can judge from two aspects, positive speaking styles and negative speaking styles.(6) Understand the questions listeners bring to any listening situation. Here are seven basic questions. Do you know something I need to know? Can I trust you? Am I comfortable with you? How can you affect me? Whats my experience with you? Are you reasonable？Who do you represent?(7) Recognize common obstacles to successful communication. There are five categories of obstacles. Stereotypes, prejudice, feelings, language; culture.Communication obstacles can provoke negative reactions.(8) Support your ideas with credible evidence.(9) Organize your thoughts. This include your introduction, how should you begin, how should you structure your speech, any advice beyond structure and how should you conclude.(10)Keep your audience interested. This include that provide order and structure, give them something they can use, make it logical, make it reasonable, make it clear, use words they understand, keep it moving, answer their questions, allay their fears, respect their needs.(11)Select a delivery approach. You have four options for delivering a speech. Memorized speeches, Manuscripted speeches, Extemporaneous, Impromptu