Deck 13: Communication

Question 1

According to Bartol, studies comparing the use of verbal and non-verbal communication have found that non-verbal communication is likely to account for more than two-thirds of the information transmitted.

Answer 1

True

Question 2

Yawning or laughing, while speaking about a particular topic, is likely to be an example of paralanguage.

Answer 2

True

Question 3

In communications, 'noise' is best defined as an interference in the transmission process.

Answer 3

False

Question 4

When a manager stereotypes, two steps occur. Firstly, the manager classifies the person as a member of a group that has some common characteristics. Secondly, the manager draws conclusions by seeking information directly from that person.

Question 5

There are two communication skills of prime importance to managerial effectiveness: listening skills and presentation skills.

Question 6

The wheel is considered to be the most centralised communication network.

Question 7

Staff meetings, company policy statements, company newsletters and informational memos are all examples of horizontal communications.

Question 8

Distortions may occur during upward communication between a subordinate and supervisor. Bartol suggests that a key reason for the distortion occurs when the supervisor is preoccupied.

Question 9

According to the most basic definition, 'communication' is the exchange of messages between people for the purpose of:

A) sharing mutual interests.
B) achieving common meaning.
C) furthering organisational goals.
D) setting group strategies.

Question 10

According to Bartol, which of the following statements is NOT correct? Written communication has some disadvantages, including:

A) preparation expenses.
B) receiver misunderstanding.
C) added financial cost related to poor writing skills.
D) messages tend to be too personal.

Question 11

Managers use two types of communication:

A) vertical and horizontal.
B) verbal and non-verbal.
C) upward and downward.
D) formal networks and the grapevine.

Question 12

Although written communication clearly has its advantages, Bartol suggests that there are also a number of disadvantages associated with this type of communication. Disadvantages include the cost of producing a single letter or memo and.

A) the potential for excessive circulation of the material.
B) poor written skills may damage the image of the company.
C) it allows the recipient to consider the contents of the letter too analytically.
D) the fact that letters are too personal.

Question 13

Kinesic behaviour, as related to communication, refers to:

A) the influence of proximity and space.
B) the vocal aspects of communication that relate to how something is said rather than to what is said.
C) the use of material things, including clothing, furniture and/or architecture.
D) body movements and/or facial expressions.

Question 14

Proxemics, as related to communication, refers to:

A) the influence of proximity and space.
B) the use of material things such as clothing, furniture and/or architecture.
C) body movements and/or facial expressions.
D) the issuance of rules and regulations.

Question 15

Object language, as related to communication, refers to:

A) the influence of proximity and space.
B) the vocal aspects, i.e. how something is said rather than what is said.
C) the use of material things such as clothing, furniture and/or architecture.
D) the procedures for processing informal grievances.

Question 16

When choosing something to wear for an interview, the communication tool is:

A) object language.
B) kinesic behaviour.
C) proxemics.
D) paralanguage.

Question 17

According to Bartol, one study showed that managers spent 74 per cent of their time communicating orally. Research also suggests that 50 per cent of their time was spent :

A) talking to their peers.
B) in unscheduled meetings.
C) making telephone calls.
D) interacting with subordinates.

Question 18

Bartol identifies seven basic components in the communication process. Which one of the following is NOT one of them?

A) message
B) encoding
C) projection
D) receiver

Question 19

In the communication process, encoding is necessary in order:

A) to use mechanical or electronic assistance in transmission.
B) to convert our intended message into words and gestures.
C) for us to confirm our thoughts before transmission of the message to the receiver.
D) to facilitate feedback through the same network.

Question 20

The decoding process involves:

A) translating symbols into the interpreted message.
B) translating the meaning intended into words and gestures.
C) considering the appropriateness of the symbols.
D) using a medium to convey the message.

Question 21

Which statement below is NOT likely to be an example of one-way communication?

A) A memo indicating a change of meeting venue.
B) A directive to complete the task.
C) An automatic prompt to the sender to indicate that the addressee received and opened the email message.
D) A newsletter requesting responses to an article.

Question 22

The process used by individuals to acquire information from the environment is called:

A) perception.
B) scanning.
C) selecting.
D) cognition.

Question 23

The authors indicate there are three main stages of the perception process. Which of the following is NOT one of them?

A) selecting
B) organising
C) interpreting
D) responding

Question 24

The patterning of information from the selection stage refers to which process?

A) organising
B) selecting
C) interpreting
D) gathering.

Question 25

The part of the perception process where meaning is attached to information is called:

A) selecting.
B) organising.
C) interpreting.
D) responding.

Question 26

Perceptual defence, stereotyping, projection and the halo effect are all best described as:

A) noise in the decoding process.
B) common tendencies to distort perceptions.
C) distracters in senders which tend to scramble the encoded message.
D) barriers to effective feedback.

Question 27

The decision to transfer a successful sales representative into the HR department has been based on the understanding that this individual's success is transferable to this department. This decision is likely to be an example of:

A) stereotyping.
B) the halo effect.
C) projection.
D) perceptual defence.

Question 28

The distortion of perception called the 'halo effect' refers to the tendency to block out or distort information that one finds threatening or that challenges one's beliefs about an individual or group.

Question 29

'I believe this is a great library we have at this university. Any students who complain that they cannot finish their research assignment on time because the "material was not available" is a student who just did not look hard enough.' This little scenario best illustrates the distortion of perception known as:

A) the halo effect.
B) perceptual defence.
C) projection.
D) stereotyping.

Question 30

Attribution theory is a way to understand how perceptions influence managerial communication and:

A) intrapersonal processes.
B) interpersonal processes.
C) external processes.
D) subordinate communication.

Question 31

Fundamental attribution error refers to the tendency to _____________ the importance of situational influences, and ________________ the importance of dispositional influences explaining behaviour.

A) underestimate / overestimate
B) overestimate / underestimate
C) overestimate / overestimate
D) underestimate / underestimate

Question 32

A 'semantic net' is defined as being:

A) the shortest, correct definition of a word.
B) the whole perception that a word's meaning brings to mind.
C) the fullest meaning of a received message.
D) the set of words and their meanings that a person can recall.

Question 33

The most correct definition of 'semantic block' is:

A) the individual meanings of words that are put together to build messages.
B) a perceptual breakdown whereby no meaning can be associated with a message.
C) the whole perception that a word's meaning brings to mind.
D) blockages or difficulties in communication arising from word choices.

Question 34

While organisation-specific language builds cohesion among employees, professional jargon is likely to:

A) be a common cause of semantic blocks.
B) lead to attribution errors.
C) reinforce the self-serving bias.
D) result in stereotyping.

Question 35

In high-context cultures, individuals are likely to be focused on:

A) information exchange.
B) circumstances and non-verbal communication.
C) the context and spoken words.
D) performance.

Question 36

According to Gordon (1987), active listeners not only listen for content, but:

A) are mindful of the time.
B) consider the context of the situation.
C) are aware of the feelings being conveyed.
D) repeat what the person has just said.

Question 37

As related to communication, which of the following is a FALSE statement regarding feedback?

A) Feedback should be reserved for instances of poor performance so as to correct improper behaviour.
B) Feedback given to correct poor performance should concentrate on behaviours or outcomes, rather than on the individual as a person.
C) Feedback given to correct poor performance should deal with specifics rather than dwelling on generalities.
D) If feedback includes perceptions or assumptions, they should be so identified rather than being presented as though they were facts.

Question 38

Communication network refers most correctly to:

A) verbal and non-verbal communications.
B) horizontal or vertical communications.
C) the pattern of information flow.
D) the designation of formal or planned communications.

Question 39

It is said that morale among employees in all communication networks was higher in:

A) centralised ones.
B) decentralised ones.
C) no change was substantiated.
D) circular ones.

Question 40

Downward communication at middle management level is prone to considerable distortion. Which of the following is NOT one of them?

A) Managers tend to overuse one-way downward communications, leaving little possibility for feedback to confirm understanding.
B) There can be difficulty, carelessness or poor communication skills on the part of the message originator.
C) There is a tendency to screen, filter and/or withhold downward communications at each level they pass through.
D) Downward communication is usually considered to be both redundant and deficient in content.

Question 41

According to Bartol, studies comparing the use of verbal and non-verbal communication have found that non-verbal communication is likely to account for more than two-thirds of the information transmitted.

Question 42

Yawning or laughing, while speaking about a particular topic, is likely to be an example of paralanguage.

Question 43

In communications, 'noise' is best defined as an interference in the transmission process.

Question 44

When a manager stereotypes, two steps occur. Firstly, the manager classifies the person as a member of a group that has some common characteristics. Secondly, the manager draws conclusions by seeking information directly from that person.

Question 45

There are two communication skills of prime importance to managerial effectiveness: listening skills and presentation skills.

Question 46

The wheel is considered to be the most centralised communication network.

Question 47

Staff meetings, company policy statements, company newsletters and informational memos are all examples of horizontal communications.

Question 48

Distortions may occur during upward communication between a subordinate and supervisor. Bartol suggests that a key reason for the distortion occurs when the supervisor is preoccupied.

Question 49

According to the most basic definition, 'communication' is the exchange of messages between people for the purpose of:

A) sharing mutual interests.
B) achieving common meaning.
C) furthering organisational goals.
D) setting group strategies.

Question 50

According to Bartol, which of the following statements is NOT correct? Written communication has some disadvantages, including:

A) preparation expenses.
B) receiver misunderstanding.
C) added financial cost related to poor writing skills.
D) messages tend to be too personal.

Question 51

Managers use two types of communication:

A) vertical and horizontal.
B) verbal and non-verbal.
C) upward and downward.
D) formal networks and the grapevine.

Question 52

Although written communication clearly has its advantages, Bartol suggests that there are also a number of disadvantages associated with this type of communication. Disadvantages include the cost of producing a single letter or memo and.

A) the potential for excessive circulation of the material.
B) poor written skills may damage the image of the company.
C) it allows the recipient to consider the contents of the letter too analytically.
D) the fact that letters are too personal.

Question 53

Kinesic behaviour, as related to communication, refers to:

A) the influence of proximity and space.
B) the vocal aspects of communication that relate to how something is said rather than to what is said.
C) the use of material things, including clothing, furniture and/or architecture.
D) body movements and/or facial expressions.

Question 54

Proxemics, as related to communication, refers to:

A) the influence of proximity and space.
B) the use of material things such as clothing, furniture and/or architecture.
C) body movements and/or facial expressions.
D) the issuance of rules and regulations.

Question 55

Object language, as related to communication, refers to:

A) the influence of proximity and space.
B) the vocal aspects, i.e. how something is said rather than what is said.
C) the use of material things such as clothing, furniture and/or architecture.
D) the procedures for processing informal grievances.

Question 56

When choosing something to wear for an interview, the communication tool is:

A) object language.
B) kinesic behaviour.
C) proxemics.
D) paralanguage.

Question 57

Sending an SMS during a meeting is likely to be interpreted by the chairperson as being an example of which two communication tools?

A) object language / kinesic behaviour
B) paralanguage / object language
C) proxemics / kinesic behaviour
D) projection / verbal communication.

Question 58

According to Bartol, one study showed that managers spent 74 per cent of their time communicating orally. Research also suggests that 50 per cent of their time was spent :

A) talking to their peers.
B) in unscheduled meetings.
C) making telephone calls.
D) interacting with subordinates.

Question 59

Bartol identifies seven basic components in the communication process. Which one of the following is NOT one of them?

A) message
B) encoding
C) projection
D) receiver

Question 60

In the communication process, encoding is necessary in order:

A) to use mechanical or electronic assistance in transmission.
B) to convert our intended message into words and gestures.
C) for us to confirm our thoughts before transmission of the message to the receiver.
D) to facilitate feedback through the same network.

Question 61

The decoding process involves:

A) translating symbols into the interpreted message.
B) translating the meaning intended into words and gestures.
C) considering the appropriateness of the symbols.
D) using a medium to convey the message.

Question 62

A number of features characterises the feedback component of the communication process. Which of the following is NOT one of them?

A) Without feedback, there is no communication.
B) Feedback is the basic response of the receiver to the interpreted message.
C) During feedback there is a reversal of roles, i.e. the receiver becomes the sender etc.
D) Feedback provides preliminary information to the sender about the success of the communication process.

Question 63

Which statement below is NOT likely to be an example of one-way communication?

A) A memo indicating a change of meeting venue.
B) A directive to complete the task.
C) An automatic prompt to the sender to indicate that the addressee received and opened the email message.
D) A newsletter requesting responses to an article.

Question 64

The process used by individuals to acquire information from the environment is called:

A) perception.
B) scanning.
C) selecting.
D) cognition.

Question 65

The authors indicate there are three main stages of the perception process. Which of the following is NOT one of them?

A) selecting
B) organising
C) interpreting
D) responding

Question 66

The patterning of information from the selection stage refers to which process?

A) organising
B) selecting
C) interpreting
D) gathering.

Question 67

The part of the perception process where meaning is attached to information is called:

A) selecting.
B) organising.
C) interpreting.
D) responding.

Question 68

Perceptual defence, stereotyping, projection and the halo effect are all best described as:

A) noise in the decoding process.
B) common tendencies to distort perceptions.
C) distracters in senders which tend to scramble the encoded message.
D) barriers to effective feedback.

Question 69

The decision to transfer a successful sales representative into the HR department has been based on the understanding that this individual's success is transferable to this department. This decision is likely to be an example of:

A) stereotyping.
B) the halo effect.
C) projection.
D) perceptual defence.

Question 70

The distortion of perception called the 'halo effect' refers to the tendency to block out or distort information that one finds threatening or that challenges one's beliefs about an individual or group.

Question 71

'I believe this is a great library we have at this university. Any students who complain that they cannot finish their research assignment on time because the "material was not available" is a student who just did not look hard enough.' This little scenario best illustrates the distortion of perception known as:

A) the halo effect.
B) perceptual defence.
C) projection.
D) stereotyping.

Question 72

Attribution theory is a way to understand how perceptions influence managerial communication and:

A) intrapersonal processes.
B) interpersonal processes.
C) external processes.
D) subordinate communication.

Question 73

A 'semantic net' is defined as being:

A) the shortest, correct definition of a word.
B) the whole perception that a word's meaning brings to mind.
C) the fullest meaning of a received message.
D) the set of words and their meanings that a person can recall.

Question 74

The most correct definition of 'semantic block' is:

A) the individual meanings of words that are put together to build messages.
B) a perceptual breakdown whereby no meaning can be associated with a message.
C) the whole perception that a word's meaning brings to mind.
D) blockages or difficulties in communication arising from word choices.

Question 75

While organisation-specific language builds cohesion among employees, professional jargon is likely to:

A) be a common cause of semantic blocks.
B) lead to attribution errors.
C) reinforce the self-serving bias.
D) result in stereotyping.

Question 76

In high-context cultures, individuals are likely to be focused on:

A) information exchange.
B) circumstances and non-verbal communication.
C) the context and spoken words.
D) performance.

Question 77

According to Gordon (1987), active listeners not only listen for content, but:

A) are mindful of the time.
B) consider the context of the situation.
C) are aware of the feelings being conveyed.
D) repeat what the person has just said.

Question 78

As related to communication, which of the following is a FALSE statement regarding feedback?

A) Feedback should be reserved for instances of poor performance so as to correct improper behaviour.
B) Feedback given to correct poor performance should concentrate on behaviours or outcomes, rather than on the individual as a person.
C) Feedback given to correct poor performance should deal with specifics rather than dwelling on generalities.
D) If feedback includes perceptions or assumptions, they should be so identified rather than being presented as though they were facts.

Question 79

Communication network refers most correctly to:

A) verbal and non-verbal communications.
B) horizontal or vertical communications.
C) the pattern of information flow.
D) the designation of formal or planned communications.

Question 80

It is said that morale among employees in all communication networks was higher in:

A) centralised ones.
B) decentralised ones.
C) no change was substantiated.
D) circular ones.