Deck 10: Effective Communication

Question 1

In the communication model, the ______ transmits the message.

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

Answer 1

B

Question 2

Developed in 1947, the ______ is the cornerstone of communication models and is still in use today.

A) Channel-Source
B) Shannon-Source
C) Shannon-Weaver
D) Palmer-Shannon

Answer 2

C

Question 3

Joy calls Jane and tells her to order extra bottled water in preparation for hurricane season. In this example, Joy is the ______.

A) noise
B) sender
C) receiver
D) decoder

Answer 3

B

Question 4

Which statement below describes noise when looking at the communication model?

A) It is a figure of speech used to explain how the sender is feeling when giving the message.
B) It includes only disruptions that are too loud to hear over, such as loud music or construction work.
C) It includes only internal disturbances, like distracting thoughts when the sender receives the message.
D) It includes both internal and external disturbances.

Question 5

Which item below is an example of electronic communication?

A) State of the Union Address
B) Howard Stern radio show
C) The New York Times
D) a tweet from the President

Question 6

Doris and Daniel are working on a big ad campaign to get new members to join their gyms. Doris calls Daniel and tells him to spend $15,000 on TV ads. Daniel has not eaten for over 12 hr so he is having trouble concentrating on the conversation. As a result, Daniel thinks he hears Doris say "spend $50,000 on TV ads." Which concept of the communication model is highlighted in this scenario?

A) internal source of noise
B) failure on the part of sender
C) chaos created in organizations
D) external source of noise

Question 7

In the Shannon-Weaver communication model, the ______ confirms the message has been understood.

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

Question 8

______ communication messages include reports, memos, and letters.

A) Oral
B) Nonverbal
C) Written
D) Electronic

Question 9

Doris and Daniel are working on an ad campaign. Doris calls Daniel and tells him to spend $15,000 on TV ads, but Daniel thinks he hears Doris say "spend $50,000 on TV ads." If we apply the communication model to this situation, Doris is the ______.

A) noise
B) sender
C) receiver
D) decoder

Question 10

______ communication is the ability to give and exchange information, ideas, and processes verbally, either one-on-one or as a group.

A) Oral
B) Nonverbal
C) Written
D) Electronic

Question 11

One of the most important roles of a manager is to encourage and nurture a collaborative working environment by effectively working through teams to ensure tasks are accomplished and organizational goals achieved. This statement describes the concept of ______.

A) receiver
B) disclosure
C) conveyance
D) communication

Question 12

Which element below is an example of internal noise disturbance of the communication process?

A) complex language
B) construction work
C) telephone ringing
D) loud talking

Question 13

Which element below is defined as the act of transmitting thoughts, processes, and ideas through a variety of channels?

A) conveyance
B) communication
C) television
D) motivation

Question 14

Doris and Daniel are working on an ad campaign. Doris calls Daniel and tells him to spend $15,000 on TV ads, but Daniel thinks he hears Doris say "spend $50,000 on TV ads." If we apply the communication model to this situation, Daniel is the ______.

A) noise
B) sender
C) receiver
D) encoder

Question 15

Which statement below describes oral communication?

A) You can record and archive them.
B) The informal nature means that the message can get lost or misunderstood.
C) The message is often affected by technical problems.
D) We are likely to be unaware of the message we are sending.

Question 16

Doris and Daniel are working on a big ad campaign to get new members to join their gyms. Doris calls Daniel and tells him to spend $15,000 on TV ads. Due to a poor cell phone connection, Daniel thinks he hears Doris say "spend $50,000 on TV ads." Which concept of the communication model is highlighted in this scenario?

A) failure on part of sender
B) external source of noise
C) internal source of noise
D) failure on part of receiver

Question 17

The sender of a message is also labeled the ______.

A) source
B) twitter
C) receiver
D) encoder

Question 18

In the communication model, the ______ is the route the message travels along.

A) communication channel
B) message funnel
C) transcript pathway
D) neurolinguistic channel

Question 19

According to the Shannon-Weaver communication model, the sender transmits a message through a ______.

A) communication channel
B) message funnel
C) transcript pathway
D) neurolinguistic channel

Question 20

Which term below is used to describe anything that can impact the communications channels between the sender and the receiver?

A) slack
B) noise
C) commotion
D) distraction

Question 21

One of the components to active listening, ______ means paying attention to the signals sent from the speaker.

A) sensing
B) responding
C) reasoning
D) processing

Question 22

When we are stressed or angry, we are less likely to accept constructive criticism in a positive way. Which barrier of communication does this explain?

A) emotions
B) information overload
C) differing perceptions
D) filtering

Question 23

Mark and Alexis have been dating a little over a year. Mark decided to send her a text message to let her know that he did not want to see her anymore. Mark used which form of communication to communicate with Alexis?

A) verbal
B) electronic
C) written
D) oral

Question 24

______ consists of concentrating on the true meaning of what others are saying.

A) Communication
B) Processing
C) Paraphrasing
D) Active listening

Question 25

Marla owns a bridal salon. She has an overstock of last season's gowns and needs to make room for this season's dresses by the time she goes to market. Marla decides to hold a sale to liquidate the old bridal gowns. The best way for her to get the word out about the sale is to use which kind of communication?

A) electronic
B) nonverbal
C) oral
D) written

Question 26

______ is the degree to which a channel allows us to easily communicate and understand information sent between people and organizations.

A) Channel richness
B) Instrument measure
C) Noise
D) Channel intenseness

Question 27

Having too much information surrounding us can lead to which barrier of communication?

A) differing perceptions
B) filtering
C) information overload
D) emotions

Question 28

Sometimes the way we interpret situations clashes with the interpretations of others, leading to confusion and misconception. Which barrier of communication does this describe?

A) differing perceptions
B) filtering
C) information overload
D) emotions

Question 29

Being able to prioritize our workload helps us make better decisions and prevents us from having which barrier of communication?

A) differing perceptions
B) filtering
C) information overload
D) emotions

Question 30

When someone screens and then manipulates a message from a sender before passing it on to the intended receiver, that person has ______ the message.

A) filtered
B) strained
C) differing perceptions
D) overloaded

Question 31

Which term below is an essential skill for employees in the workplace because it allows the receiver to hear and understand the message and reassures the speaker that the message has been heard in the same terms in which it is delivered?

A) paraphrasing
B) active listening
C) communication
D) processing

Question 32

Which statement below describes nonverbal communication as stated in the textbook?

A) allows transmission of subtle messages
B) low risk of conveying the wrong message
C) perceived the same way by all receivers
D) can be recorded and archived

Question 33

Which item below is an example of electronic communication?

A) telephone conversation
B) gestures
C) videoconferencing
D) presentation

Question 34

Which element below is considered to be nonverbal communication?

A) height
B) skin color
C) dialect
D) vocal tone

Question 35

______ communication is the ability to transmit messages through e-mail, Skype, videoconferencing, blogs, fax, instant messaging, texting, and social networking.

A) Oral
B) Nonverbal
C) Written
D) Electronic

Question 36

Which communication barrier can be overcome by challenging our own assumptions about other people and situations and by seeking advice from others to clarify our perceptions?

A) differing perceptions
B) filtering
C) information overload
D) emotions

Question 37

Which type of communication is defined as the transmission of wordless cues between people?

A) oral
B) nonverbal
C) written
D) electronic

Question 38

Increased ______ is associated with information overload.

A) headaches
B) productivity
C) creativity
D) satisfaction

Question 39

Research shows that due to information overload, we are ______.

A) less susceptible to marketing than 30 years ago
B) less susceptible to political manipulation than 30 years ago
C) more susceptible to marketing than 30 years ago
D) better educated about our purchasing habits than 30 years ago

Question 40

David is on a date with Ann. He is having trouble deciding if she likes him or not because she is pleasantly talking to him and laughing at his jokes, but she is sitting with her arms folded and not making eye contact. David is confused by her ______ communication.

A) oral
B) electronic
C) nonverbal
D) misspoken

Question 41

When Lola finds out June is disgruntled, she is surprised. When she approaches June, June tells her she emailed her months ago about an issue and it never got resolved. The issue is important, and once June brings it up, Lola remembers receiving the message. Lola is embarrassed that she never addressed it. Which communication barrier is best exemplified in this example?

A) filtering
B) emotions
C) information overload
D) differing perceptions

Question 42

Jones has had a bad year at work. Several employees have quit, and issues in his personal life cause him to always be in a bad mood. When Sue came to him with some critical feedback, he overreacted and said that she always acts like she is out to get him. Which communication barrier is best exemplified in this example?

A) filtering
B) emotions
C) information overload
D) differing perceptions

Question 43

Although ______ communication supports teamwork and helps build morale, it requires managerial control to minimize potential interpersonal conflict that may arise as a result of many participants collaborating at once.

A) lateral
B) horizontal
C) downward
D) upward

Question 44

Blake and Jade were both in the same meeting when Logan announced that the group failed to reach their monthly goals. Afterward, Blake noted that Logan was particularly negative and belittling. Jade disagreed and thought Logan presented facts as positively as he could. Which communication barrier is best exemplified in this example?

A) filtering
B) emotions
C) information overload
D) differing perceptions

Question 45

Policies and procedures are examples of which type of communication network?

A) official
B) approved
C) formal
D) endorsed

Question 46

Which flow of communication direction sends messages from the upper levels of the organizational hierarchy to the lower levels?

A) lateral
B) horizontal
C) downward
D) upward

Question 47

Which component of active listening involves looking for nonverbal cues, such as eye contact, poor posture, and tone of voice?

A) sensing
B) responding
C) reasoning
D) processing

Question 48

Miranda and Larry work as cooks at the local Fried Chicken hot spot. Miranda is the head fry cook and Larry is her assistant. When Larry says he wants to do more challenging tasks, Miranda tells the owner Willy that Larry is unhappy and will probably resign. This scenario is an example of which of the communication barriers?

A) filtering
B) emotions
C) information overload
D) differing perceptions

Question 49

Which flow of communication direction sends messages from the lower levels of the organizational hierarchy to the higher levels?

A) lateral
B) horizontal
C) downward
D) upward

Question 50

At Trader Joe's, every employee from store clerk to vice president is expected to contribute ideas about how the store is run, and managers are expected to communicate to employees about the goals of the organization. What direction of communication is represented in the example?

A) downward and lateral
B) upward and informal
C) upward and downward
D) lateral and upward

Question 51

______ networks can help employees communicate freely with one another, build relationships, exchange opinions, and share grievances.

A) Informal
B) Unsubstantiated
C) Unofficial
D) Downward communication

Question 52

The absence of ______ can leave higher level management ignorant of what is really going on in the organization.

A) lateral
B) horizontal
C) downward
D) upward

Question 53

Roger is a department head. He is unsure about how other departments are spending their allocated flex funds. He calls a meeting with other department heads to get ideas about how the money can and cannot be spent. Roger is engaging in ______ communication.

A) lateral
B) horizontal
C) downward
D) upward

Question 54

What are the two main communication networks called?

A) endorsed and unsubstantiated
B) formal and informal
C) approved and unapproved
D) official and unofficial

Question 55

Which component of active listening includes avoiding forming an opinion or interrupting the speaker until he or she has finished speaking?

A) sensing
B) responding
C) reasoning
D) processing

Question 56

Sharing information ______ provides employees with clear feedback from their superiors regarding organizational goals, developments, and strategies. It also provides a sense of involvement and minimizes doubt and insecurity about how the company is performing.

A) lateral
B) horizontal
C) downward
D) upward

Question 57

When using active listening, ______ means actively understanding and remembering what is being said.

A) sensing
B) responding
C) reasoning
D) processing

Question 58

Which flow of communication direction sends messages between and among similar hierarchical levels across organizations?

A) lateral
B) horizontal
C) downward
D) upward

Question 59

Fast-food workers coming together to share their grievances about low pay, teachers sharing classroom tips with each other, and students rating their professors, are all examples of an ______ communication network.

A) informal
B) unsubstantiated
C) unofficial
D) unapproved

Question 60

______ is the way active listeners provide feedback to the speaker and clarify the message by repeating some of the key points at appropriate breaks.

A) Sensing
B) Responding
C) Reasoning
D) Processing

Question 61

The Japanese base their linguistic style on status and choose from three different styles to express the appropriate level of social respect. This is an example that illustrates that communication can be based on ______.

A) high context
B) social context
C) proverbs
D) conversational taboos

Question 62

In the United States, an illegal or concealed transaction is often described as working "under the table." This is an example of which complicating factor of communication?

A) idiom
B) slang
C) proverb
D) euphemism

Question 63

While on a student study abroad trip to Kenya, Lauren visits a rural village and has lunch with the children. She asks if they use soap when they wash their hands before meals. It becomes clear that soap is not available in their village. Lauren comments that they must feel dirty. What concept relevant to cross-cultural communication does Lauren exemplify?

A) euphemism
B) narcissism
C) ethnocentrism
D) egomaniacally

Question 64

Pearle runs her small business with an iron fist. She feels that her employees should know on a regular basis how they are doing with regard to their performance and with reaching the strategies and goals that she has laid out. Although it sounds like a tough work environment, her employees are happy because they have a high sense of involvement and security. What flow of communication direction does Pearle's business have?

A) lateral
B) horizontal
C) downward
D) upward

Question 65

Henry and Charlie want to create a company where their employees have a say in the processes and products that they produce. They both feel that it is important to get the opinion of people throughout the organization. They think that with their employee involvement they can improve their processes and products because they are closer to knowing the needs of the customer. Henry and Charlie use which flow of communication direction in their company?

A) lateral
B) horizontal
C) downward
D) upward

Question 66

______ is the tendency to believe your culture or ethnicity is superior to everyone else's.

A) Ethnocentrism
B) Altruism
C) Narcissism
D) Egomaniacalism

Question 67

Western cultures judging people from other cultures who use their hands to eat rather than use utensils is an example of ______.

A) euphemism
B) narcissism
C) ethnocentrism
D) altruism

Question 68

Anthropologist Edward T. Hall studied the variety of ways different cultures use language and divided cultures into two main groups on that basis. What are the groups called?

A) unsocial context cultures and social context cultures
B) favorable-context cultures and unfavorable-context cultures
C) deep context cultures and shallow context cultures
D) low-context cultures and high-context cultures

Question 69

Which complicating factor of communication listed below can be described as an informal language applied in a particular context or group?

A) idiom
B) slang
C) proverb
D) euphemism

Question 70

A ______ is a communication network in which one individual creates and spreads untrue or inaccurate information to others through the organization.

A) gossip chain
B) rumor string
C) grapevine
D) cluster chain

Question 71

Max is a leader of a creative team at Ads-R-Us. Even though he has a creative team for making advertisements, he understands that great ideas can come from anywhere. He makes a point to let employees from other parts of the company know that their ideas are welcome. Max uses which flow of communication direction?

A) lateral
B) horizontal
C) downward
D) upward

Question 72

In business environments operating within a ______ culture, there is less emphasis on interpersonal relationships and more on the individual.

A) social context
B) low-context
C) euphemism context
D) high-context

Question 73

Which term below is defined as the unofficial line of communication between individuals or groups?

A) rumor string
B) gossip chain
C) cluster chain
D) grapevine

Question 74

Which of the following statements is true about grapevines?

A) They are more common when managers make employees aware of everything.
B) They tend to communicate messages slowly among the group.
C) They can bring about a sense of unity among the employees who communicate through them.
D) Information shared via a grapevine tends to be true.

Question 75

In ______, most messages are conveyed through body language, nonverbal cues, and the circumstances in which the communication is taking place.

A) high-context cultures
B) taboo context cultures
C) low-context cultures
D) social context cultures

Question 76

Which form of an informal network is defined as consisting of a group of people who broadcast information only within their group?

A) gossip chain
B) rumor string
C) grapevine
D) cluster chain

Question 77

______ depend more on explicit messages conveyed through the spoken or written word.

A) High-context cultures
B) Euphemism cultures
C) Low-context cultures
D) Social context cultures

Question 78

Because communication often depends on ______, we tend to use different vocabulary depending on the situation or the person we are talking to.

A) high context
B) social context
C) slang context
D) low context

Question 79

KFC's "Finger-Lickin' Good" was interpreted as "Eat your fingers off" in China. This is an example of the breakdown of ______.

A) servant leadership
B) cross-cultural communication
C) diversified communication
D) mixed communication

Question 80

______ cultures value silence as a way of absorbing information and getting a sense of the people they are communicating with.

A) Euphemism context
B) Low-context
C) Social context
D) High-context