Deck 13: Managing Communication

Question 1

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.

Answer 1

True

Question 2

Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking,lowering their eyes,or putting their hands in their laps.

Answer 2

False

Question 3

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

Answer 3

False

Question 4

The process by which information is exchanged and understood by two or more people is the definition of communication.

Question 5

Communication can break down if sender and receiver do not encode or decode language in the same way.

Question 6

The process of encoding,the selection of a channel,the presence of noise,and the development of feedback are four of the factors involved in the communication process.

Question 7

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.

Question 8

Impersonal written media,including fliers and bulletins,are the lowest in channel richness.

Question 9

Routine messages typically are ambiguous,concern novel events and impose great potential for misunderstanding.

Question 10

Communication permeates every management function.

Question 11

Managers spend 80 percent of every working day reading or writing.

Question 12

Without feedback,communication is only a two-way process,sender to receiver and receiver to sender.

Question 13

The sender must encode the message and select a communication channel after developing the message.

Question 14

By selecting rich channels managers can communicate nonroutine messages effectively.

Question 15

Managers facilitate strategic conversations by using open communication,actively listening to others,applying the practice of dialogue,and using feedback for learning and change.

Question 16

The choice of a communication channel can convey a symbolic meaning to the receiver.

Question 17

Communication is the process by which information is transmitted from the speaker to the listener.

Question 18

Forms of nonverbal communication include blushing,perspiring,glancing,crying,and laughing.

Question 19

Face-to-face discussion is the richest channel,in terms of channel richness.

Question 20

For most women,talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.

Question 21

The most familiar and obvious flow of informal communication is downward communication.

Question 22

An example of upward communication is performance feedback.

Question 23

Blogs,running Web logs that allow people to post opinions,ideas,and information,provide a low-cost,always-fresh real-time link between organizations and customers,employees,the media,and investors.

Question 24

A poor listener listens to central themes.

Question 25

Grapevine is a type of personal channel used in many organizations.

Question 26

Team members,in decentralized networks,must communicate through one individual to solve problems or make decisions.

Question 27

Formulating in your mind what you are going to say next is an important part of effective listening.

Question 28

Performance reports and suggestions for improvement are two types of upward communication.

Question 29

The topics covered in upward communication are indoctrination and implementation of goals and strategies.

Question 30

A formal communication channel is a communication channel that flows within the chain of command.

Question 31

Personal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.

Question 32

A good listener is passive and laid back.

Question 33

Horizontal communication is particularly important in teaching organizations,where teams of workers are continuously solving problems and searching for new ways of doing things.

Question 34

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 35

Acquisition and cultivation of personal relationships that cross departmental,hierarchical,and even organizational boundaries refers to personal networking.

Question 36

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

Question 37

Messages that are designed to share information among teams and departments that can help the organization change,grow,or improve are called change initiatives and improvements.

Question 38

The major problem with downward communication is drop off,the distortion or loss of message content.

Question 39

Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment.

Question 40

Types of information generally communicated upwards include performance reports,suggestions for improvement and performance feedback.

Question 41

To improve writing skills,managers must respect the reader.

Question 42

In a low-context culture such as the United States,disagreeing with a superior is considered disrespectful and even disloyal.

Question 43

An informal,person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.

Question 44

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.

Question 45

Research has found that communication channels differ in their capacity to convey information.

Question 46

Team communication is a form of downward communication.

Question 47

Research finds that the most effective way to persuade and influence others is by issuing directives.

Question 48

Managers should develop and use formal communication channels in all directions.

Question 49

When facing a crisis,prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.

Question 50

Verbal communication refers to the pitch,tone,and timbre of one's voice,whereas vocal communication refers to the actual spoken words.

Question 51

Routine messages tend to be simple and straightforward,such as conveying data or statistics.

Question 52

The use of email continues to grow,with 21 percent growth in new users over one year from 2008 to 2009.

Question 53

Asking questions and paraphrasing what is said are examples of poor listening skills.

Question 54

When using written communication in the workplace,it is necessary to use technical jargon and terminology to make it seem like you know what you are talking about.

Question 55

When building a personal communication network,it is important to build it before you need it.

Question 56

To inspire employees to achieve goals in today's difficult economic environment,some male managers are shifting to a more female-oriented communication style.

Question 57

The airing of grievances and complaints typically flows from top managers downward.

Question 58

Procedures and practices are downward communication topics that define the organization's rules,regulations,benefits,and structural arrangements.

Question 59

Methods for managing communication include personal networks,nonverbal communication,and multiple channels.

Question 60

To prevent panic during a time of crisis,managers should hide the truth from employees and stakeholders.

Question 61

The receiver ____ the symbols to interpret the meaning of the message.

A) encodes
B) transmits
C) decodes
D) responds to
E) must ignore

Question 62

Which of the following,in the communication process,has the responsibility to decode the symbols and interpret the meaning of the message?

A) Sender
B) Receiver
C) Channel
D) Filter
E) Middleman

Question 63

Communication is defined by the text as the process by which information is

A) shared.
B) exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
C) received.
D) transmitted to others.
E) stored.

Question 64

Channel richness refers to the

A) number of messages a channel can carry at one time.
B) speed in which messages can be carried.
C) amount of information that can be transmitted during a communication episode.
D) number of channels available at any one time.
E) profitability potential of a proposed channel.

Question 65

Which of the following comprises the lowest channel richness?

A) Electronic mail
B) Bulletins
C) Face-to-face talk
D) Telephone
E) Memos

Question 66

What are the key elements of communication?

A) Encoding, message, and feedback
B) Encoding, noise, and symbols
C) Message, circuit, and decoding
D) Feedback, message, and perception
E) Feedback, circuit, and perception

Question 67

____ is(are)typically ambiguous,concern novel events,and impose great potential for misunderstanding.

A) Nonroutine messages
B) Channel richness
C) Routine messages
D) Feedback
E) Nonverbal communications

Question 68

Which communication channel would be most successful to inform managers of impending company-wide layoff?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) None of these

Question 69

What kinds of skills are fundamental necessities in every part of a manager's job?

A) Organizational
B) Communication
C) MBWA
D) Analysis
E) Punishment

Question 70

____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision,critical strategic themes,and values that help achieve important goals.

A) Tactical discussion
B) Strategic conversation
C) Intentional chat
D) Calculated exchange
E) Deliberate talk

Question 71

The capacity of an information channel is influenced by all of these EXCEPT

A) the ability to establish a personal focus.
B) the ability to handle multiple cues simultaneously.
C) the ability to facilitate rapid, two-way feedback.
D) the ability to minimize costs.
E) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

Question 72

____ does not focus on a single receiver,uses limited information cues,and does not permit feedback.

A) Bulletins
B) Telephone conversations
C) Video conference
D) Face to face contact
E) A personal memo

Question 73

____ are examples of channels which managers might choose to use when communicating with employees.

A) Newsletter, telephone, and feedback
B) Telephone, electronic mail, and memo
C) Television, encoding, and letter
D) National newspapers and television
E) All of these

Question 74

What percentage of a manager's time is spent in direct communication?

A) 20 percent
B) 100 percent
C) 50 percent
D) 80 percent
E) 40 percent

Question 75

Which of these is the richest medium for communication?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) Voice mail

Question 76

____ refers to the amount of information that can be transmitted during a communication episode.

A) Channel richness
B) Electronic mail
C) Encoding
D) Upward communication
E) Feedback

Question 77

____ and ____ are potential sources for communication errors,because knowledge,attitudes,and background act as filters.

A) Encoding, channel
B) Encoding, noise
C) Decoding, channel
D) Decoding, encoding
E) Decoding, noise

Question 78

According to SPOTLIGHT ON SKILLS in Chapter 13,some ways to improve communication with a non-native English speaker include all of the following EXCEPT:

A) keep your message simple
B) select your words with care
C) cover your mouth with your hand
D) speak slowly and carefully
E) fight the urge to shout

Question 79

When an electronic mail system is installed as part of the communication system,what element of the communication process is changed?

A) Channel
B) Message
C) Sender
D) Filter
E) Receiver

Question 80

____ is necessary for communication to be considered two-way.

A) Message
B) Channel
C) Feedback
D) Noise
E) Circuit