Deck 8: Communication

Question 1

With regard to the grapevine, a manager should try to_______ .

A) destroy it
B) ignore it
C) limit its range and impact
D) use it to your advantage
E) all of the above

Answer 1

limit its range and impact

Question 2

During the communication process, which of the following is most likely to result in lost information?

A) information overload
B) the maximal effort effect
C) information processing
D) effective communication
E) information filtering

Answer 2

A

Question 3

Which function of communication transmits the data necessary for decision-making?

A) emotional expression
B) control
C) motivation
D) information
E) all of the above

Answer 3

D

Question 4

Which of the following is not a drawback of written messages?

A) They lack built-in feedback mechanisms.
B) They're time consuming.
C) They may be misinterpreted by their receivers.
D) They are unlikely to be well thought-out.
E) It is difficult for senders to confirm whether they have been received.

Question 5

Facial expressions, physical distance, and looking at your watch are all examples of _______.

A) nonverbal communication
B) informal networks
C) verbal communication
D) kinesics
E) adaptors

Question 6

Zeus Industries sells satellite television systems. In the past, the company has been highly successful, and the senior management has created special perks and lavish offices for themselves. Other employees do not have access to these perks, and their facilities are non-descript.
Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems.
The mistakes committed by the sales staff suggest that sales personnel are probably experiencing which of the following as a result of their intensive training?

A) filtering
B) defensiveness
C) selective perception
D) lack of feedback
E) information overload

Question 7

There is a rumor in your organization that layoffs are inevitable. Which of the following is the least likely way to reduce the negative consequences of this rumor?

A) Emphasize the downside, as well as the upside, of current decisions and future plans.
B) Discuss deadlines for decisions.
C) Openly discuss worst case possibilities.
D) Explain decisions that may appear inconsistent or secretive.
E) Discount the rumor.

Question 8

In the communication process, which of the following steps occurs first?

A) transmitting
B) analysis
C) decoding
D) understanding
E) encoding

Question 9

You sit in on a meeting between two of your managers. The following conversation occurs:
Jasmeen: "I have been thinking all day about which one of the employees should be promoted to manager. Zahir, I'd like to get your opinion about the three possible candidates."
Zahir: "Hire Ahmed."
Jasmeen: "Well . . . I'd really like to discuss this so that we can both be comfortable with the decision."
Zahir: "You asked for my opinion. I said that we should hire Ahmed. We really need to get a move on this, Jasmeen. Can't you just make a decision?"
Jasmeen: "I'm sorry-maybe we can talk later."
Zahir: "You're sorry? Are you having trouble handling the pressure?"
What of the following best reflects Jasmeen's motives in this conversation?

A) Jasmeen is being assertive.
B) Jasmeen is attempting to avoid hiring Ahmed.
C) Jasmeen is using the dialogue to solicit grapevine information.
D) Jasmeen wishes to make a connection with Zahir before making her decision.
E) Jasmeen is attempting to stall the hiring decision.

Question 10

During communication, the_______ initiates a message by encoding a thought.

A) channel
B) sender
C) leader
D) receiver
E) speaker

Question 11

Clarification to employees about how well they are doing, and what can be done to improve performance, are examples of which function of communication?

A) control
B) emotional expression
C) information
D) motivation
E) none of the above

Question 12

A(n)_______ network of communication would most likely be found in a rigid three-level organization.

A) all-channel
B) chain
C) box
D) direct
E) vertical

Question 13

What can provide an organization with both a competitive edge and improved organizational performance because it makes its employees smarter?

A) knowledge management
B) networking software
C) web logs
D) channel richness
E) selective perception

Question 14

An interviewer who believes female applicants will put family ahead of career is using_______ .

A) filtering
B) selective perception
C) projection
D) prejudice
E) values judgment

Question 15

A sender may most likely choose to use written communication because _______.

A) the messages can only be stored for short periods of time
B) written communications are tangible and verifiable
C) written messages often require additional feedback
D) written messages can be retracted easily
E) written messages usually take minimal time to prepare

Question 16

All of the following are examples of nonverbal communication except .

A) intonations or emphasis
B) instant messaging
C) hand gestures
D) physical distance
E) facial expressions

Question 17

Manar telephones her employee, Mohammed, to let him know that today's meeting has been moved to one o'clock.

-The telephone is the_______ .

A) medium
B) receiver
C) decoder
D) sender
E) message

Question 18

Messages conveyed through body movements and facial expressions are _______.

A) physical characteristics
B) connotations
C) body language
D) semantics
E) kinesics

Question 19

Communication messages that are passed through a great many people will most likely suffer from which of the following?

A) distortion
B) disruption
C) decoding
D) lack of non-verbal cues
E) formal communication decay

Question 20

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

A) job
B) tangential
C) downward
D) lateral
E) cross-functional

Question 21

If Ahmed is apprehensive regarding oral communication, which of the following behaviors is the least likely to display?

A) He prefers to talk on the phone.
B) He avoids face-to-face communication.
C) He relies on memos or letters.
D) He distorts the communication demands of his job.
E) He limits his oral communication and then tends to rationalize his behavior.

Question 22

Zeus Industries sells satellite television systems. In the past, the company has been highly successful, and the senior management has created special perks and lavish offices for themselves. Other employees do not have access to these perks, and their facilities are non-descript.
Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems.
Which of the following best characterizes the communication problem occurring between employees and senior management?

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

Question 23

Variables that influence the language a person uses include all of the following except .

A) education
B) incentives
C) cultural background
D) age
E) nationality

Question 24

Because cameras and microphones are being attached to individual computers, people are able to_______ without leaving their desks.

A) text message
B) e-mail
C) instant message
D) use network software
E) video conference

Question 25

Which of the following would be least likely to pose a barrier to cross-cultural communications?

A) political correctness
B) tone differences
C) word connotations
D) differences among perceptions
E) semantics

Question 26

Facebook and MySpace are examples of what?

A) e-mail
B) networking software
C) instant messaging
D) text messaging
E) blogs

Question 27

Which of the following statements is not a characteristic of nonverbal communication?

A) It can be argued that every body movement has meaning.
B) We rarely send these types of messages consciously.
C) It includes intonation.
D) It can convey meaningful information.
E) Its significance is unproven in explaining and predicting behavior.

Question 28

Communication serves all of the following functions within a group or organization except_______ .

A) conveying information
B) emotional expression
C) motivation
D) planning
E) control

Question 29

Tannen's research indicates that men use talk to _______, while women use it to _______.

A) establish interdependence; create relationships
B) establish blame; gossip
C) create networks; emphasize individualism
D) emphasize status; create connections
E) get promotions; problem-solve

Question 30

What form of electronic communications is in "real" time?

A) e-mail
B) instant messaging
C) blogs
D) text messaging
E) networking software

Question 31

Individuals spend nearly _______percent of their waking hours communicating.

A) 90
B) 60
C) 70
D) 100
E) 80

Question 32

What small-group network is most effective for facilitating the emergence of a leader?

A) wheel
B) chain
C) all-channel
D) box
E) direct

Question 33

The_______ communication network is best illustrated by self-managed teams.

A) all-channel
B) wheel
C) interpersonal
D) box
E) circle

Question 34

Adnan writes a memo to his employees. Putting his thoughts onto paper is an example of_______ .

A) channeling
B) messaging
C) encoding
D) communicating
E) cryptography

Question 35

An informal communication network is typically called a _______ .

A) gossip monger
B) free acting system
C) chain
D) contextual system
E) grapevine

Question 36

When all communication is channeled through one central figure, a _______communication network exists.

A) box
B) lateral
C) chain
D) wheel
E) direct

Question 37

Asha has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Asha must choose the best structure for each team, based on its specific requirements.
Asha has been charged with the task of evaluating two employees for possible promotions. She is interested in learning which employee has the most effective leadership skills. One of the employees is assigned to Team B, and the other is assigned to Team C. Which network structure should Asha choose for these teams if she wishes to place the two employees in clear leadership positions on the teams?

A) all-channel
B) wheel
C) concentric
D) chain
E) diverse

Question 38

Asha has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Asha must choose the best structure for each team, based on its specific requirements.
After establishing Team D in a wheel network structure, Asha receives negative feedback from members of the team. Many team members express frustration about working in the group, and most dislike the interpersonal style of the team leader. Which of the following strategies would most likely help to improve the team members' morale?

A) Leaving the team leader in place and restructuring the group as a chain network.
B) Transferring the team leader to another group and restructuring the group as an all-channel network.
C) Leaving the team as a wheel network and replacing the team leader with another group member.
D) Leaving the team as a wheel network and encouraging team members to share the leadership responsibility.
E) Restructuring the group as a chain network and replacing the leader with another group member.

Question 39

When can lateral communications create dysfunctional conflict?

A) when members go above or around their superiors to get things done
B) when the formal vertical channels are breached
C) when bosses find out that actions have been taken without their knowledge
D) all of the above
E) none of the above

Question 40

Electronic communication includes all of the following except .

A) video conferencing
B) e-mail
C) blogs
D) teleconferencing
E) text messaging

Question 41

Which of the following values is most important to low-context cultures?

A) status
B) space
C) directness
D) trust
E) titles

Question 42

Asha has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Asha must choose the best structure for each team, based on its specific requirements.
Team A must operate very quickly to meet stringent deadlines. The quality of the final project depends highly on Team A's output, so Team A must also work very accurately. Which of the following network structures should Asha choose for this team?

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

Question 43

All of the following are examples of downward communication flows except .

A) managers assigning goals
B) employees completing attitude surveys
C) managers telling employees to work more quickly
D) managers pointing out problems that need attention
E) managers informing employees of procedures

Question 44

The product of a sender's encoding is the_______ .

A) message
B) channel
C) medium
D) transmission
E) all of the above

Question 45

When employees are required to follow their job description or to comply with company policies, communication is performing a(n)_______ function.

A) emotional expression
B) control
C) information
D) feedback
E) motivation

Question 46

_______cultures rely heavily on nonverbal and subtle situational cues when communicating with others.

A) High-content
B) Neutral context
C) Low-content
D) High-context
E) Low-context

Question 47

Which of the following statements is not true regarding face-to-face communication?

A) It provides for a maximum amount of information to be transmitted.
B) It is highly personal.
C) It offers multiple information cues.
D) It has high channel richness.
E) It usually results in delayed feedback.

Question 48

The communication used by managers to provide job instructions is _______ communication.

A) directional
B) diagonal
C) downward
D) formal
E) lateral

Question 49

What small-group network best serves to promote high member satisfaction?

A) all-channel
B) box
C) direct
D) circle
E) wheel

Question 50

In a(n)_______ communication network, any group member can actively communicate with any other member.

A) free
B) all-channel
C) interpersonal
D) wheel
E) circle

Question 51

Studies have shown that _______percent of the information transmitted through the grapevine is accurate.

A) 55
B) 100
C) 75
D) 85
E) 65

Question 52

Which element does not have to be present in order for a rumor to emerge?

A) confidence
B) solid deadlines for decisions
C) anxiety
D) ambiguity
E) importance

Question 53

When a person manipulates information so that it will be seen more favorably by the receiver, he is_______ .

A) filtering information
B) suffering from communication apprehension
C) using selective perception
D) using politically correct communication
E) using ineffective communication means

Question 54

What step determines whether understanding has been achieved during the communication process?

A) decoding
B) encoding
C) feedback
D) transmission
E) channel

Question 55

Which of the following types of networks is most likely to promote accuracy?

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

Question 56

Communication must include both the _______and the understanding of meaning.

A) interpretation
B) transportation
C) transference
D) intention
E) triaging

Question 57

In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed_______ .

A) complicity
B) commiseration
C) apathy
D) evaluation
E) empathy

Question 58

Manar telephones her employee, Mohammed, to let him know that today's meeting has been moved to one o'clock.

-In the communication process, Manar is_______ .

A) the channel
B) the receiver
C) the message
D) the encoder
E) the sender

Question 59

Individuals from which of the following countries would be most likely to rely essentially on words to convey meaning?

A) Vietnam
B) China
C) Greece
D) Saudi Arabia
E) Germany

Question 60

Which of the following statements most accurately characterizes the grapevine?

A) It is usually inaccurate.
B) It is perceived as being more reliable than formal communication.
C) It is generally used as an anti-management tool.
D) It is used to serve the self-interests of outsiders.
E) It serves as a formal communication channel.

Question 61

Communication _______ is the tension and anxiety about oral communication, written communication, or both.

A) frustration
B) obstruction
C) apprehension
D) breakdown
E) block

Question 62

Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture?

A) Assume similarity until differences are proven.
B) Emphasize description rather than evaluation and interpretation.
C) Make judgments quickly and decisively.
D) See the other's point of view.
E) Treat your interpretations as a confirmed hypothesis.

Question 63

What form of electronic communications uses a portable communication device?

A) blogs
B) networking software
C) text messaging
D) instant messaging
E) e-mail

Question 64

Which of the following is not a benefit of e-mail as a communications tool?

A) E-mail messages have less emotional content.
B) E-mail messages can be distributed to one person or thousands with a click of a mouse.
C) E-mail messages can be read at the recipient's convenience.
D) E-mail messages can be quickly written, edited, and stored.
E) none of the above

Question 65

Which of the following is not a barrier to effective communication?

A) selective perception
B) information overload
C) silence
D) filtering
E) language

Question 66

The medium through which communication travels is called a _______.

A) channel
B) vessel
C) transmission
D) media
E) message

Question 67

A receiver who translates a sender's message is engaging in the process of_______ .

A) feedback
B) decoding
C) transmission
D) encoding
E) recoding

Question 68

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them understand the importance of communicating across cultures.
Brenda should advise new employees to do which of the following when dealing with others from different cultures?

A) Avoid interpreting another's actions until you know the full story.
B) Remember that individuals are similar in many ways.
C) Minimize opportunities for feedback.
D) Do your best to avoid conflict.
E) Act decisively and quickly to demonstrate your power.

Question 69

The receiver of a communication is most likely to_______ a message.

A) explain
B) reproduce
C) translate
D) discard
E) reflect

Question 70

Formal guidelines and authority hierarchies are examples of which function of communication?

A) control
B) agreement
C) information
D) organization
E) all of the above

Question 71

Tarek tells his boss only what he believes the boss wants to hear. Tarek is engaging in_______ .

A) selective perception
B) emotional block
C) filtering
D) communication apprehension
E) selective selection

Question 72

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them understand the importance of communicating across cultures.

-Brenda explains to new employees that_______ cultures, like China and Vietnam, rely heavily on nonverbal cues.

A) neutral-content
B) high-content
C) high-context
D) low-content
E) low-context

Question 73

Which of the following is the most important function of communication in organizations?

A) information
B) motivation
C) none of the above
D) control
E) All of these factors are important.

Question 74

Oral agreements imply strong commitments in _______cultures.

A) high-context
B) low-content
C) low-context
D) neutral-context
E) high-content

Question 75

Rumors would most likely flourish in situations where there is _______ .

A) assurance by management
B) a chain communication style
C) ambiguity
D) well-communicated change
E) a trivial issue at hand

Question 76

A(n_______ communication network occurs when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.

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

Question 77

Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called_______ .

A) emotional block
B) selective perception
C) projection
D) communication apprehension
E) filtering

Question 78

Which of the following is an example of downward communication flow?

A) suggestion boxes
B) letters to your senator
C) identifying with and discussing problems with the boss
D) feedback on job performance
E) envelope attitude surveys

Question 79

Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of _______.

A) informal communication channels
B) technological communication
C) written communication
D) formal communication channels
E) none of the above

Question 80

Manar telephones her employee, Mohammed, to let him know that today's meeting has been moved to one o'clock.

-Mohammed misses the one o'clock meeting because he misunderstood which meeting Manar was referring to. Mohammed forgot to ask Manar to clarify which meeting she meant. Mohammed's misunderstanding therefore occurred due to a lack of_______ .

A) encoding
B) decoding
C) channel
D) feedback
E) noise