Deck 11: Communication

Question 1

Communication that flows from one level of a group or organization to a lower level is called ________.

A) downward communication
B) horizontal communication
C) upward communication
D) lateral communication
E) intrapersonal communication

Answer 1

A

Question 2

Communication that flows to a higher level in the group or organization is called ________.

A) upward communication
B) lateral communication
C) horizontal communication
D) downward communication
E) intrapersonal communication

Answer 2

A

Question 3

With reference to the communication process, the ________ is the medium through which the message travels.

A) encoder
B) feedback
C) noise
D) decoder
E) channel

Answer 3

E

Question 4

In a communication process, the ________ initiates a message by encoding a thought.

A) receptor
B) transmitter
C) receiver
D) sender
E) decoder

Question 5

Which of the following is an example of downward communication?

A) Silas has just sent a request for leave to his supervisor and is hoping that it will be accepted.
B) Harry is reporting the work he has done for the day to his supervisor.
C) Ben, an assembly line worker, is communicating some safety concerns he has to his manager.
D) John and Jack, the production and the marketing managers, have met to discuss the budget constraints they are facing.
E) Ray is holding his monthly meeting with his team in which he informs them of their monthly targets.

Question 6

Which of the following statements is true regarding an informal communication channel?

A) It generally transmits messages related to the professional activities of members.
B) It traditionally follows the authority chain within the organization.
C) It is generally used for communicating personal or social messages.
D) Information regarding change in the policies of the organization is transmitted through it.
E) It is established by the organization.

Question 7

Formal information channels are characterized by ________.

A) the emergence in response to individual choices
B) the transmission of spontaneous messages
C) the absence of noise in the communication cycle
D) the personal and social nature of usage
E) the compliance with the organizational authority chain

Question 8

Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in the scenario?

A) Hilda
B) Joe
C) Jennifer
D) Stacey
E) Ann

Question 9

The ________ is the actual physical product of the sender's encoding.

A) medium
B) filter
C) channel
D) message
E) noise

Question 10

Which of the following is the final step in the communication process?

A) feedback loop
B) all-channel transmission
C) silence
D) encoding
E) decoding

Question 11

Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication.

A) emotional expression
B) informal
C) information
D) control
E) filtering

Question 12

Which of the following is a disadvantage of downward communication?

A) fear of authority chain
B) inferiority complex
C) inability to convey feedback
D) one-way nature
E) communication apprehension

Question 13

The emotional expression function of communication involves ________.

A) members of the organization showing their satisfaction and frustrations
B) managers motivating employees by setting specific goals
C) members of the organization following their job descriptions
D) managers training employees in decision-making strategies
E) management communicating company policies to employees

Question 14

Which of the following statements is true with regard to communication?

A) Perfect communication is not dependent on a channel and its richness.
B) Communication cannot be used to motivate and control employees in an organization.
C) Communication involves the mere imparting of meaning to another person or group.
D) Communication involves the transfer and understanding of meaning.
E) Perfect communication results in dissimilar mental models.

Question 15

Norah Baines has been one of the most devoted teachers at Oakwood Academy. She has been working with the institution for seven years and is expecting a promotion soon. However, Norah's candidacy for this promotion is passed over in favor of another less experienced male employee as Norah plans to start a family soon. Consequently, Norah writes a formal letter voicing her concerns. Norah's letter fulfills the ________ function of communication.

A) control
B) informal
C) facilitation
D) accommodation
E) motivation

Question 16

Before communication can take place a ________ is required.

A) receiver
B) decoder
C) channel
D) purpose
E) filter

Question 17

With reference to the communication process, the ________ is the one to whom the message is directed, who must first translate the symbols into understandable form.

A) encoder
B) creator
C) sender
D) receiver
E) transmitter

Question 18

Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who is the first sender in this scenario?

A) Jennifer
B) Hilda
C) Stacey
D) Ann
E) Joe

Question 19

In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended.

A) signal
B) filtering
C) feedback
D) noise
E) encoding

Question 20

When the receiver of a communication translates the message, it is known as ________.

A) filtering
B) conveying
C) encoding
D) decoding
E) transmitting

Question 21

Ideally, a chain network should be used when ________.

A) the network is expected to facilitate emergence of a leader
B) high member satisfaction is desired
C) accuracy of information is most important
D) the teams using the chain network are self-managed teams
E) high speed of information transfer is desired

Question 22

Which of the following represents the informal communication network in an organization?

A) feedback loop
B) all-channel network
C) grapevine
D) chain network
E) wheel network

Question 23

Genepa Corporation manufactures home appliances and other electronic products. Genepa is planning to introduce a new refrigerator model. The marketing manager at Genepa has developed a marketing plan for this new product and wants to communicate this plan to all the employees in the marketing department. Which of the following is most likely to be the best form of communication for communicating this plan?

A) lateral communication
B) oral communication
C) written communication
D) nonverbal communication
E) grapevine communication

Question 24

The ________ network is a type of formal small-group network that rigidly follows the formal and hierarchical levels of command.

A) wheel
B) all channel
C) matrix
D) cross-functional
E) chain

Question 25

The all-channel network is practiced most commonly in ________.

A) problem-solving groups
B) self-managed teams
C) traditional teams
D) work groups
E) cross-functional teams

Question 26

Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First, he must talk to his immediate supervisor, who will then discuss the issue with her department director before any change can be implemented. Peter is most likely to be a part of the ________ type of small-group communication networks.

A) ring network
B) star network
C) mesh network
D) all-channel network
E) chain network

Question 27

Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. When the latest marketing strategy announced that a new product will be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication.

A) grapevine
B) diagonal
C) lateral
D) upward
E) downward

Question 28

Gehring Services is a company organized around a strong management which values experience, knowledge, and structure. The company has a detailed framework of rules, procedures, and guidelines in place to help employees respond to problems in an orderly manner. Mails, memos, and notifications are used to communicate between managers, employees, and the management. Despite such provisions to help in structuring and executing work, the company incurs losses for delays and quality issues. One of their key clients had asked for two similar projects to be delivered by the teams headed by Briony and Benedict. While Benedict's team completed the project successfully on time, Briony's team had to implement numerous last minute changes to meet client specifications and she ended up delivering the project over a week late. Which of the following, if true, would explain this delay in Briony's submission?

A) Briony had a good track record with clients who trusted her to do a good job.
B) The management allowed Briony's team an extension to complete the project.
C) The company stipulated that all communication be in the upward or downward mode only to ensure clarity and control.
D) Briony's team was comprised of members who generated a lot of positive synergy while working together.
E) Briony and Benedict had teams comprising equal members and were allocated company resources in equitable manner.

Question 29

Which of the following forms of communication is characterized by the use of only body movements, intonations, facial expressions, and physical distance to communicate?

A) downward communication
B) written communication
C) upward communication
D) lateral communication
E) nonverbal communication

Question 30

Which of the following statements is true with regard to nonverbal communication?

A) Nonverbal communication has a high degree of potential distortion.
B) E-mails and memos are examples of nonverbal communication.
C) Messages received through oral and nonverbal communication cannot be contradictory to each other.
D) Level of interest and the perceived status between a sender and a receiver can be studied through body language.
E) The importance of nonverbal cues is low as they have no fixed meanings.

Question 31

Carol Zelner, the manager of a small event management company, is known for her efficiency. She provides the team with clearly defined tasks, guidelines, and directives. Further, she is always available to provide feedback or resolve troubles. Recently, with Carol on leave for about three weeks, the team had a lot of problems. The team members lacked the requisite information on client details, locations, and budgets and had to repeatedly cross-check with each other or the clients. Which of the following, if true, would best explain the problems faced by Carol's team currently?

A) The communication in Carol's team follows the approach represented by a wheel network.
B) Members of Carol's team have a high degree of satisfaction with their role in the team's communication.
C) Carol encourages all group members to actively communicate with each other.
D) Carol's team primarily consists of individuals from low-context cultures.
E) Carol selects employees for her company by evaluating their personality traits to ensure that they fit well into the team-based environment of the company.

Question 32

The criteria of member satisfaction is best met by the ________ type of formal small-group network.

A) chain
B) wheel
C) traditional
D) hierarchical
E) all-channel

Question 33

Which of the following is an example of upward communication?

A) The heads of the different departments of Carver Inc. have met to discuss their plans for the coming year.
B) Sherry is holding a project initiation meeting with her team to familiarize her team with the guidelines and requirements.
C) The management has recently given a copy of the new safety policies that the employees must abide by in their daily work.
D) Jennifer has just received an outstanding performance rating as a part of the yearly appraisals.
E) The assembly line workers have conducted a signature campaign asking for the revision of the old pay scales.

Question 34

Which of the following modes of communication does not come under the purview of nonverbal communication?

A) physical distance
B) intonations
C) body movement
D) personal e-mails
E) facial expressions

Question 35

Written communication is characterized by ________.

A) a high degree of potential distortion
B) the availability of nonverbal cues
C) the speed of transmission and feedback
D) minimal time required for transmission and feedback
E) a high degree of tangibility and verifiability

Question 36

Which of the following statements is true regarding oral communication?

A) In the case of oral communication, the possibility of distortion of the message decreases.
B) The sender can quickly obtain feedback from the receiver.
C) It can be stored for an indefinite period.
D) It is tangible and verifiable.
E) As compared to written communication, it is more likely to be well thought out, logical, and clear.

Question 37

The ________ network is a type of formal small-group network that permits the entire group to actively communicate with each other.

A) wheel
B) virtual
C) all-channel
D) chain
E) matrix

Question 38

Which of the following is a unique advantage of lateral communication?

A) Lateral communication facilitates coordination at the intradepartmental level.
B) Lateral communication works quickly as it does not follow the stages of the communication process.
C) Lateral communication occurring with management's knowledge and support can be beneficial even if it does not follow the formal vertical structure.
D) Lateral communication facilitates emotional expression, enhances motivation, and helps the organization control its employees effectively.
E) Lateral communication helps in the transmission of ideas and information.

Question 39

Communication that takes place among members of work groups at the same level is known as ________ communication.

A) grapevine
B) downward
C) upward
D) diagonal
E) lateral

Question 40

The ________ network is a type of formal small-group network that relies on a central figure to act as the conduit for all the group's communication.

A) cross-functional
B) chain
C) matrix
D) wheel
E) all channel

Question 41

Which of the following types of electronic communications is preferable for one- or two-line messages?

A) e-mails
B) instant messaging
C) grapevine
D) blogs
E) video conferencing

Question 42

Which of the following communication channels provides the highest information richness?

A) online group discussions
B) e-mail
C) face-to-face conversations
D) voice mail
E) memos and letters

Question 43

As a consequence of the information circulated by the grapevine in an organization, employees experience ________.

A) increased anxiety
B) increased clarity
C) increased power
D) increased certainty
E) increased member satisfaction

Question 44

A(n) ________ is a Web site about a single person or company.

A) file transfer protocol
B) e-mail account
C) instant messaging portal
D) social networking site
E) blog

Question 45

Before buying her new phone, Gina listed the various requirements her new phone must meet. As a wedding planner, much of her work revolved around using e-mail to forward pictures of locations, designs, and food arrangements that she could categorize by themes and prices. She required a phone with high storage capacity, speedy Internet, and easy-to-use methods to organize and save content. After listing these requirements, she fixed a budget and began surveying phones online. She also obtained information from friends. In a week's time, Gina had shortlisted three models that suited her needs and was ready to make the final choice. Gina used ________ to arrive at this decision.

A) controlled processing
B) selective processing
C) heuristical processing
D) superficial processing
E) automatic processing

Question 46

Which of following is true regarding social networking?

A) Many organizations have developed their own in-house social networking applications.
B) The use of social networking sites eliminates cyber loafing at work.
C) Social networking is a protected activity that cannot be intercepted.
D) Individuals between ten and eighteen years of age are the fastest growing group of users of Facebook.
E) Social networking sites are primarily for interpersonal communication and have no business-related uses.

Question 47

Which of following is true regarding instant messaging and text messaging?

A) They adversely affect the level of formality required in business communication.
B) Text messaging is transmitted primarily via computers.
C) They represent the best means to communicate long messages that must be archived.
D) They represent a secure mode of communication that cannot be intercepted.
E) Instant messaging is not dependent on the availability of Internet or computers.

Question 48

Which of the following is a recommendation to effectively manage e-mail?

A) checking e-mail every morning
B) reserving e-mail for communicating negative messages
C) checking e-mails continually as they come
D) merging the use of the company and personal e-mail accounts
E) declaring e-mail bankruptcy

Question 49

When the middle-level manager of the production department at Wilson Works was laid off, many employees who worked under him became apprehensive about their job security. They were aware of the current trend toward laying-off employees in the economy. The termination of their manager combined with the fact that their division had performed only moderately well in the last two quarters led the employees to believe that they were at a high risk of losing their jobs as well. Which of the following, if true, would weaken the argument that the production manager should hold face-to-face meetings to assure the employees in the production division?

A) The middle level manager supervised over five hundred employees.
B) Wilson Works had a strong formal communication network in place.
C) Rumors had spread about impending lay-offs at Wilson Works.
D) The company had no fixed policy with regard to rightsizing employees.
E) The employees had serious concerns over job security.

Question 50

Which of the following communication channels provides the lowest information richness?

A) voice mail
B) reports and bulletins
C) online group discussions
D) telephone conversations
E) face-to-face conversations

Question 51

The informal communication network in an organization is ________.

A) based on clear and factual information
B) determined by organization
C) characterized by ambiguity
D) controlled by the management
E) rooted in issues of minimal importance to employees

Question 52

Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors?

A) creating a more informal communication environment at the workplace
B) encouraging employees to communicate their concerns and suggestions
C) ignoring the rumor as rumors grow because of the attention given to them
D) refusing to comment on issues that appear to be controversial and unfair
E) initiating disciplinary action against the employee who started the rumor

Question 53

People are likely to use automatic processing when ________.

A) their usage of heuristics related to the issue is high
B) their interest level in the issue is high
C) their reliance on logics and facts to make a decision is high
D) their need for cognition is high
E) their subject knowledge of the issue is high

Question 54

________ is a condition in which information inflow exceeds an individual's processing capacity.

A) Information richness
B) Information architecture
C) Information inequity
D) Information scarcity
E) Information overload

Question 55

Communicating through e-mail provides ________.

A) a cheaper alternative to the conventional communication through letters
B) the best means to convey negative information
C) a host of nonverbal cues to understand the message better
D) a secure communication link that nobody else can access
E) an option to hold real-time meetings with people in different locations

Question 56

A relatively superficial consideration of evidence and information making use of heuristics is defined as ________.

A) depth processing
B) controlled processing
C) automatic processing
D) serial processing
E) parallel processing

Question 57

________ involves a detailed consideration of evidence and information relying on facts, figures, and logic.

A) Controlled processing
B) Selective processing
C) Automatic processing
D) Serial processing
E) Parallel processing

Question 58

E-Way is an electronics company that is developing a new cellphone that will be released in the market soon. Which of the following, if true, would strengthen the argument that the company should use social media to promote the new cellphone?

A) The target consumers for the cellphone are not restricted to any demographic category.
B) The company has a tightly integrated production and distribution mechanism.
C) E-Way's last two releases received a lot of criticism from consumers.
D) One of E-Way's rival companies had used social media successfully to advertise its new product.
E) The production team overshot the budget and the marketing team has low funds.

Question 59

Which of following best represents "e-mail bankruptcy"?

A) creating a new mail ID every month and redirecting all your old e-mails to the new ID
B) checking your mails only once a month
C) allowing somebody else to operate your e-mail account
D) wiping out your entire inbox and starting over
E) deleting your e-mail ID

Question 60

Treesa Mayering recently began her first job at a PR firm called Pro as a copywriter. Her job involves creating scripts for press releases, advertisements, and other media events. She has been working under the guidance of Will Preston, the senior copywriter. Treesa, who has no prior experience in this job, had worked on scripts for advertisements and online brochures alone, when she was asked to work on a press release for the first time. Will reviewed Treesa's script and sent her an e-mail full of detailed corrections which she promptly implemented. However, when Will looked at the script later, he felt that it did not represent a significant improvement of her first draft. Which of the following, if true, would best explain this outcome?

A) Treesa was hired because she demonstrated considerable analytical and creative thinking skills in her pre-employment tests.
B) Treesa took a lot of time to implement Will's corrections and revise her script.
C) The feedback provided by Will was not elaborate and comprehensive enough.
D) Will believed that Treesa's understanding of his e-mailed feedback would be accurate.
E) Will routinely e-mailed feedback on scripts for advertisements, online brochures, and press releases to his team members.

Question 61

The four functions of communication are: control, motivation, emotional expression, and information.

Question 62

Communication includes both the transfer and the understanding of meaning.

Question 63

Jordan is a sales officer who has been underperforming over the last three months. At the last monthly operations cycle meeting, he was given a warning. As the time for the next meeting draws close, Jordan fears his boss reprimanding him. Two days before the meeting, Jordan informs his manager that he has confirmed six deals in the last few days, one of which involves multiple orders for their machines. He, however, skips the detail that these are the only six orders he has been able to obtain in the whole month. Which one of the barriers to effective communication is depicted here?

A) grapevine
B) silence
C) language
D) information overload
E) filtering

Question 64

Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her saying "how are you today?" every morning, she typically replied saying "I'm good" while Britishers typically say "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable" while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in the scenario, this is an example of barriers caused by ________.

A) semantics and connotations
B) intolerance toward other cultures
C) situational and physical cues
D) tone differences
E) power distance

Question 65

Lateral communications are often created to short-circuit the vertical hierarchy within an organization.

Question 66

Low-context cultures primarily rely on ________ in communicating with others.

A) spoken and written words
B) status differences
C) situational cues
D) nonverbal cues
E) formal titles

Question 67

Controlled processing is a consequence of ________.

A) lack of interest in the matter
B) high need for use of heuristics in decision making
C) lack of time
D) high need for cognition
E) lack of subject knowledge regarding the matter

Question 68

Communication in high-context cultures is characterized by an emphasis on ________.

A) explicit and precise documentation
B) legalized contracts over oral ones
C) trust
D) direct modes of conflict resolution
E) directness

Question 69

Undue tension and anxiety about oral communication, written communication, or both is called ________.

A) communication misrepresentation
B) filtering
C) selective perception
D) communication apprehension
E) information overload

Question 70

In the communication process, decoding precedes encoding.

Question 71

Which of the following is desirable with regard to persuasive communication?

A) manipulating information so the receiver will see it more favorably
B) increasing the degree of noise in the communication process
C) matching the type of message with the type of audience
D) processing a lot of information even if it exceeds our capacity
E) engaging in selective perception

Question 72

Filtering is a barrier to effective communication that takes place when ________.

A) the interpretation of the message is affected by the receiver's emotion
B) a sender purposely manipulates information so the receiver will see it more favorably
C) the information we have to work with exceeds our processing capacity
D) receivers also project their interests and expectations into communications as they decode them
E) the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics

Question 73

Shirley Shands is a hardworker but Debra, her manager, is irritated with her. While Debra concedes that Shirley's work gives her no cause for complaint, Debra is tired of the interruptions in her work because of Shirley asking for repeated clarifications over what exactly she has to say in e-mails or phone calls. She often requests Debra to proofread her e-mails before sending them, and Debra feels she sends too many e-mails instead of just speaking to the person concerned. From the scenario, we can conclude that ________.

A) Debra is engaging in social loafing
B) Shirley suffers from communication apprehension
C) Shirley processes her e-mails in an automatic and superficial manner
D) Shirley uses filtering when communicating with Debra
E) Shirley and Debra come from a high-context culture

Question 74

The time attendance system in the production division at MM, an automobile manufacturing company, was malfunctioning. Consequently, Greg Hill, one of the front-level managers sent it for repair. In the meantime, he placed a register where all workers of the production division had to provide their time of entry and exit from office. At the end of the week, when looking through the time logs, he had certain concerns about a group of employees. In the next week, he personally tracked the time this group of employees spent working and realized that they were reporting a greater number of working hours than they actually worked. This group engaged in a barrier to communication called ________.

A) silence
B) filtering
C) lying
D) selective perception
E) communication apprehension

Question 75

When receivers of communication process the information based on their needs, motivations, experience, background, and other personal characteristics, they are engaging in ________.

A) controlled processing
B) communication apprehension
C) selective perception
D) deliberative processing
E) filtering

Question 76

What can managers do to make sure that important information is not withheld from them through silence?

A) tell employees what they want to hear
B) listen to and support diverse opinions
C) engage in selective perception
D) hire employees with high emotional intelligence
E) deal with information overload

Question 77

When attempting to communicate a written message persuasively, it is desirable that ________.

A) the sender has a high need for cognition
B) the sender has used phrases and jargon to clarify the meaning of the message
C) the receiver is in a positive mood
D) the receiver has an information overload
E) the receiver and the sender can view each others' nonverbal cues

Question 78

________ is defined as the absence of information.

A) Cognition
B) Apprehension
C) Silence
D) Misrepresentation
E) Selective perception

Question 79

Communication that flows from one level of a group or organization to a lower level is called downward communication.

Question 80

Which of the following is desirable to eliminate language functioning as a barrier to communication?

A) use of phrases and corporate lingo
B) use of uniform language
C) use of acronyms and abbreviations
D) use of silence
E) use of technical language or jargon