Deck 16: Promoting Effective Communication

Question 1

Steve, the vice president of engineering, discusses manufacturing needs with Ella, the vice president of manufacturing. This is an example of vertical communication.

Answer 1

False

Question 2

Face-to-face communication and verbal communication transmitted electronically are especially useful for ensuring receivers pay attention to the information communicated.

Answer 2

True

Question 3

In the ________ phase, a common understanding is ensured.

A)transmission
B)schema
C)initiation
D)simulation
E)feedback

Answer 3

E

Question 4

José recently held a meeting to inform his subordinates of changes to the yearly performance evaluation process. This is an example of horizontal communication.

Question 5

Communication takes place whenever information is exchanged, whether or not a common understanding is reached.

Question 6

In the communication process, the feedback phase is initiated by the

A)transmitter.
B)original sender.
C)messenger.
D)receiver.
E)encrypter.

Question 7

It is common for chain communication networks to exist in most groups.

Question 8

The ________ is the information that a sender wants to share during the transmission phase of the communication process.

A)code
B)medium
C)message
D)encryption
E)noise

Question 9

Luann needs to share changes to the company's benefits package with all employees. Luann is the ________ when she starts the transmission phase in the communication process.

A)encoder
B)messenger
C)decoder
D)receiver
E)sender

Question 10

In the communication process, encoding is the process of

A)removing anything that hampers the communication process.
B)translating a message into symbols.
C)translating a coded message back to its original form.
D)selecting an appropriate communication medium for the information that is to be communicated.
E)deciding what message to send to the original sender.

Question 11

Managers should encourage employees to adapt their linguistic styles to match the organization's culture.

Question 12

Melvin is updating the factory's production process to incorporate streamlined technologies and will be providing training to workers on how to expand their skills and operate the new equipment. Melvin is using communication to

A)increase customer responsiveness.
B)increase organization efficiency.
C)improve product quality.
D)modulate innovation.
E)expand information richness.

Question 13

People have greater control over nonverbal communication than verbal communication.

Question 14

Marvin is debating between stopping by a subordinate's office to share some project news or just sending an email. Marvin is deciding on the ________ for his communication.

A)encoding
B)receiver
C)medium
D)message
E)decoding

Question 15

Worldwide Transport encourages all sales representatives to talk freely with their managers about ways to respond to changing customer needs. Worldwide is leveraging ________ to achieve an increase in customer responsiveness.

A)low information richness
B)information overload
C)organizational hierarchy
D)good communication
E)innovation

Question 16

A disadvantage of intranets is their lack of versatility as a communication medium.

Question 17

Groupware works best when top management encourages information sharing and provides adequate training.

Question 18

In the communication process, decoding is the process of

A)removing anything that hampers effectiveness of the communication process.
B)deciding what message to send to the original sender.
C)translating a coded message back to its original form.
D)translating a message into symbols or language.
E)selecting an appropriate communication medium over which information can be effectively communicated.

Question 19

Glen wishes to share vital information with his team members located in another country. When he starts the transmission phase of communication, Glen is referred to as the sender.

Question 20

________ is the process by which a message is interpreted by the receiver.

A)Encoding
B)Decoding
C)Encrypting
D)Responding
E)Feedback

Question 21

________ is a face-to-face communication technique in which a manager goes to a work area and talks informally with employees about issues and concerns.

A)Management by exception
B)Management by objectives
C)Micromanagement
D)Macromanagement
E)Management by wandering around

Question 22

During the feedback phase of the communication process,

A)the receiver responds via the same medium the original sender chose.
B)the original sender decides what message to send to the receiver.
C)the original receiver becomes the sender.
D)misunderstandings often arise and are generally unresolved.
E)the original sender encodes a message.

Question 23

________ communication is the encoding of messages into written words.

A)Verbal
B)Nonverbal
C)Perceptual
D)Facial
E)Behavioral

Question 24

Jalen nodded his head to let his manager know he would accept the proposed assignment. Jalen's nodding in agreement is a form of ________ communication.

A)verbal
B)nonverbal
C)perceptual
D)decoded
E)encrypted

Question 25

When selecting a medium for communication, a face-to-face approach

A)is always ideal due to the value of nonverbal cues.
B)requires more time than other media.
C)provides information richness.
D)is more likely to create ambiguity and misunderstandings.
E)limits a manager to one communication cycle for reaching common understanding.

Question 26

A(n)________ is a companywide system that allows managers to send and receive verbal electronic messages over telephone lines even when they are hundreds of miles away from the office.

A)grapevine system
B)voice mail system
C)blog
D)instant-messaging system
E)groupware collaborative system

Question 27

Nonverbal communication is useful

A)when encoding messages into written word.
B)only for messages unable to be verbally communicated.
C)because it is more easily controlled than verbal communication.
D)as a means to reinforce verbal communication.
E)when used independently from verbal communication.

Question 28

________ is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them.

A)Communication
B)Perception
C)Collaboration
D)Transmission
E)Feedback

Question 29

A manager needs to share a somewhat sensitive announcement simultaneously with receivers from different geographic areas. In this situation, what form of media would provide the highest information richness?

A)face-to-face communication
B)personally addressed written communication
C)video communication electronically transmitted
D)impersonal written communication
E)communication by means of a formal meeting

Question 30

Each morning, the COO of Widgets Inc. strolls through the production plant and chats with employees. The COO uses this time to establish relationships with employees and share or receive information on work-related topics. This is an example of

A)micromanagement.
B)management by objectives.
C)performance management.
D)horizontal communication.
E)management by wandering around.

Question 31

Verbal communication involves encoding messages by means of

A)spoken language.
B)body language.
C)implicit language.
D)facial expressions.
E)body postures.

Question 32

Gale and Brenda were discussing a product issue in a conference room; however, Brenda was finding it difficult to concentrate on the conversation as the room was excessively cold. This demonstrates the impact of ________ on the communication process.

A)decoding
B)biases
C)noise
D)encoding
E)medium

Question 33

Information ________ is the amount of information a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

A)load
B)richness
C)adequacy
D)overload
E)bandwidth

Question 34

The CEO dressed professionally and appeared serious and authoritative during the work day. These characteristics reflect ________ communication.

A)passive
B)verbal
C)nonverbal
D)stereotypical
E)perceptual

Question 35

A manager exhibits nonverbal communication when he or she

A)emails subordinates about an upcoming office party.
B)publicly praises a subordinate during a team meeting.
C)hands out a notice of termination to an underperforming employee.
D)frowns when seeing an employee who is dressed inappropriately.
E)advertises a reward program for employees in the break room.

Question 36

Face-to-face communication has the advantage of

A)focusing the receiver on an unfiltered message.
B)providing a sender immediate feedback.
C)minimizing impulsive reactions to received messages.
D)eliminating decoding errors by the receiver.
E)increasing the formality of communication.

Question 37

Communicating using written forms of communication such as email

A)is too impersonal to get the attention of a receiver.
B)can increase the time needed to reach an understanding.
C)is only advised as a means to back up a face-to-face communication.
D)is higher in richness due to the presence of nonverbal cues.
E)is better than face-to-face communication for sensitive messages.

Question 38

________ exhibits the highest degree of information richness.

A)Personally addressed written communication
B)Spoken communication transmitted electronically
C)Face-to-face communication
D)Impersonal written communication
E)Communication via email

Question 39

With regard to communication processes, perceptions

A)are based on stereotypes and not a sender's mood or attitude.
B)affect the encoding and decoding of messages but do not influence choice of medium.
C)affect the choice of medium but not the encoding and decoding of messages.
D)are inherently objective and help senders personalize messages.
E)can contribute to the effectiveness of communication if they are accurate.

Question 40

Last week, Dell's manager fired him for continually coming to work late. In the event that Dell attempts to sue the manager for unjustly firing him, what would help the manager's case?

A)a history showing the manager promotes the use of groupware
B)the manager giving his word that Dell was frequently warned
C)testimonies by other group members that the manager practiced management by walking around
D)an electronic trail of the formal warnings the manager gave to Dell
E)a history showing the manager assumes all male employees are more likely to be late

Question 41

Lorna is a telecommuter, which means that she is

A)employed by an organization but is permanently placed in a client location.
B)employed by an organization but works from home.
C)employed by one organization but works for another client organization.
D)self-employed.
E)self-employed but works out of a client location each day.

Question 42

________ represents a situation where important information may be ignored or overlooked, even if it is personally addressed.

A)Noise
B)Information richness
C)Information overload
D)Impersonal communication
E)Perception bias

Question 43

A(n)________ communication network is often found in command groups with pooled task interdependence.

A)circle
B)all-channel
C)chain
D)wheel
E)informal

Question 44

A wheel communication network features

A)a predetermined sequence of communication events.
B)a complex matrix of communication to and from all members.
C)communication that is directed to and from a central member.
D)communication that flows vertically, both top down and bottom up throughout the organization.
E)communication between members with similar experiences and backgrounds.

Question 45

Each week, Devin updates an online newsletter to share information about interesting topics related to the company. All company employees have access to the newsletter site. This is an example of ________ communication.

A)personal written
B)impersonal written
C)formal written
D)face-to-face
E)electronic verbal

Question 46

Wallace is a member in a group of pest control technicians. His supervisor manages client requests and assigns appointments to technicians in the group. All communication is directed to and from the supervisor. Wallace works in a(n)________ network.

A)circle
B)all-channel
C)chain
D)wheel
E)intranet

Question 47

The ________ is a companywide system of computer networks that enables information sharing within a company.

A)Internet
B)intranet
C)grapevine
D)chain network
E)matrix network

Question 48

Maria is a member of a cross-functional team with representatives from each function within the organization. They must work together to comprehensively solve problems. Maria's team is exhibiting a(n)________ network.

A)circle
B)wheel
C)all-channel
D)cubic
E)chain

Question 49

June works in a call center that houses hundreds of customer service operators who are organized into areas according to the products they support. June communicates primarily with the colleagues who work in her area or who she regularly sees in the hall or break room. June's communication reflects a(n)________ network.

A)wheel
B)chain
C)all-channel
D)circle
E)vertical

Question 50

The idea that managers tend to communicate more with other managers who share similar beliefs and experiences is indicative of which type of communication network?

A)chain network
B)wheel network
C)circle network
D)groupware network
E)all-channel network

Question 51

Mark works on an assembly line. He communicates primarily with coworkers who operate the station preceding his own and the station to which he delivers his completed work. This is an example of a(n)________ network.

A)chain
B)wheel
C)all-channel
D)circle
E)grapevine

Question 52

The term "old boys' network" refers to a form of a(n)________ communication network.

A)external
B)formal
C)all-channel
D)grapevine
E)chain

Question 53

The use of impersonal written communication is best suited for

A)sensitive topics requiring high information richness.
B)directing messages to a specific and select set of receivers.
C)initiating dialog needed to resolve problems.
D)information sharing that does not require feedback.
E)situations where a paper trail is not necessary.

Question 54

Dylan's colleague said that he heard from another colleague in the department that their manager was being promoted. This is an example of ________ communication.

A)grapevine
B)all-channel
C)formal
D)vertical
E)chain

Question 55

The term ________ refers to a global system of networks that enable employees to communicate both within and outside of their companies.

A)Internet
B)intranet
C)grapevine
D)all-channel network
E)feedback network

Question 56

________ provides the lowest level of information richness.

A)Personal emails
B)Video conferencing
C)Management by wandering around
D)Voice mail
E)Impersonal written communication

Question 57

How does an organizational chart reflect an organization's communication network?

A)It reflects the communication networks that are independent of the company's formal reporting relationships.
B)It reflects the formal pathways in which communication takes place.
C)It summarizes informal relationships while a communication network is more formal.
D)It summarizes formal relationships that do not exist in communication networks.
E)An organizational chart and communication network each reflect the totality of communication in an organization.

Question 58

Jerome and his colleagues use a software application that enables them to share data, coordinate activities, and exchange ideas. The software would be characterized as a ________ application.

A)blog
B)groupware
C)grapevine
D)network forensic software
E)CRM

Question 59

A(n)________ is the pathway along which information flows throughout an organization.

A)organizational structure
B)communication network
C)information technology
D)organizational design
E)cross-functional team

Question 60

Self-managed teams within an organization typically have a(n)________ communication network.

A)chain
B)horizontal
C)circle
D)all-channel
E)vertical

Question 61

What signals the end of an effective communication process?

A)A receiver encodes and sends a message back to the original sender.
B)A sender encodes a message and transmits it through a selected medium.
C)A sender and receiver cycle through the process of encoding, sending, decoding, and responding at least twice.
D)A receiver sends a message back to the original sender who confirms understanding has been reached.
E)A receiver initiates the feedback phase and accurately restates the original message back to the sender.

Question 62

Lola and Sue are talking about a reorganization announcement. Lola is demonstrating ________ listening by putting herself in Sue's shoes and trying to understand Sue's personal concerns regarding the changes.

A)sympathetic
B)empathetic
C)complimentary
D)linguistic
E)optimistic

Question 63

Scott is a sales representative for a supply company. He travels most of the week and is typically away from the office. Scott is able to access information within the company, such as product and customer information, by using a(n)

A)grapevine system.
B)intranet.
C)circle network.
D)all-channel network.
E)chain network.

Question 64

Brianna works with managers from various locations but does not have the travel budget to conduct her business meetings face-to-face. What technology might be best for Brianna when she has to deliver a sensitive message?

A)email
B)teleconferencing
C)videoconferencing
D)faxing
E)instant messaging

Question 65

To ensure that information is readily available for the team, Jed should use ________ to create an electronic meeting site where the team members can post, share, and save data and also have team-based online conferences.

A)a circle network
B)a communication network
C)an electronic trail
D)collaboration software
E)a chain network

Question 66

As the announcement of potential layoffs passed through the organization from top levels of management to employees, the magnitude of the cuts grew and the time frame accelerated. This is an example of

A)information filtering.
B)noise.
C)information overload.
D)information distortion.
E)feedback.

Question 67

Linguistic style can be expressed through

A)body language.
B)facial expressions.
C)hand gestures.
D)style of dress.
E)vocal pitch.

Question 68

In a grapevine communication network, information flows

A)quickly and accurately.
B)quickly but not always accurately.
C)in a set sequential pattern.
D)slowly to ensure accuracy.
E)slowly and is never reliable.

Question 69

Dana is translating a message into symbols or language. Dana is the ________ and the translation process is called ________.

A)receiver; encoding
B)sender; decoding
C)sender; encoding
D)sender; collaboration
E)receiver; decoding

Question 70

________ occurs when senders withhold part of the message because they think the receiver does not need the information.

A)Noise
B)Information distortion
C)Filtering
D)Information overload
E)Decryption

Question 71

A(n)________ is the pathway through which an encoded message is transmitted to a receiver.

A)encoder
B)medium
C)decoder
D)electronic trail
E)transmission

Question 72

Managers are most likely to successfully use groupware as a communication medium when

A)a chain communication network is most appropriate.
B)the organization has a flexible culture.
C)it is a grassroots effort that is not initiated by top management.
D)employees are rewarded for individual performance.
E)the organization has a rigid chain of command.

Question 73

________ refers to a person's typical way of speaking.

A)Empathy
B)Linguistic style
C)Personalization
D)Vocal pitch
E)Jargon

Question 74

The ways in which men communicate emphasize

A)similarities.
B)status differences.
C)group accomplishments.
D)team spirit.
E)companionship.

Question 75

Marianna is working on improving her communication skills. To be a good listener, she should

A)interrupt the sender when clarification is needed.
B)avoid looking directly at the sender to keep from embarrassing him or her.
C)paraphrase what the sender has said.
D)refrain for asking questions.
E)repeat back exactly what the sender said.

Question 76

Hyper Tech's employees were told to attend an upcoming mandatory meeting at which the CEO would be making an important announcement. One employee heard from another that the CEO would be announcing the acquisition of a competitor; however, there was no concrete information on what led to that suspicion. This information would be characterized as

A)jargon.
B)rumor.
C)noise.
D)distortion.
E)bias.

Question 77

________ is the specialized language that members of an occupation, group, or organization develop to facilitate communication among themselves.

A)Encryption
B)Linguistic style
C)Rumor
D)Groupware
E)Jargon

Question 78

Reba is uncomfortable with silence during meetings and frequently speaks up to keep the dialog going. Matt is very contemplative and likes to give attendees time to process ideas before adding his own perspective. Reba and Matt exhibit differences in

A)information distortion.
B)linguistic style.
C)filtering.
D)vocal pitch.
E)information richness.

Question 79

As manager of a customer hotline, Diego assigns each issue to a service technician and tracks its resolution. Technicians work independently to resolve the issue and then provide Diego closure details. Diego is facilitating a(n)_______ communication network.

A)wheel
B)chain
C)grapevine
D)all-channel
E)circle

Question 80

As senders of messages, effective communicators will

A)filter the information before sending.
B)encode messages in symbols that only they understand to maintain confidentiality.
C)select a medium they are comfortable using and use it consistently for all messages.
D)use jargon to establish a friendly rapport during all communication.
E)ensure that a feedback mechanism is built into messages.