Deck 12: Communication

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Question
Aspects of nonverbal communication include

A) hand and body gestures.
B) voice quality.
C) body placement.
D) all of the choices
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Question
The purpose of an informative confrontation is to confront the

A) lack of feedback in a message.
B) discrepancies in a person's message.
C) difference in tone between an oral and a written message.
D) reality that filtering of messages is commonplace.
Question
To use informal networks,

A) focus on issues important to the organization.
B) establish community goals and deliverables.
C) set high management expectations.
D) all of the choices
Question
Teams in organizations emphasize ____ communication.

A) downward
B) horizontal
C) upward
D) diagonal
Question
The Web log or blog is frequently used by companies as a

A) informal communication channel.
B) formal communication channel.
C) form of nonverbal communication.
D) form of lateral communication.
Question
Company blogs are used to communicate

A) both upwards and downwards.
B) upwards only.
C) downwards only.
D) sideways only.
Question
A major purpose of knowledge management is to

A) have line departments do most of the training.
B) keep employees up to date on new technology.
C) make good use of knowledge to generate business value.
D) prevent older workers from becoming obsolete.
Question
A major purpose of defensive communication is to

A) overcome communications barriers.
B) prevent others from blaming you for mistakes.
C) get even with other workers.
D) protect one's self-esteem.
Question
Communication is the process of

A) sending messages.
B) exchanging information.
C) listening and observing.
D) influencing others.
Question
Sylvia is gathering her thoughts to send a message to a difficult customer. She is going through the process of

A) transmitting.
B) using nonverbal communication.
C) decoding.
D) encoding.
Question
A recommended way for company management to combat rumors is to

A) fire the person who started the rumor.
B) deny that the rumor has any truth at all.
C) start an even more interesting rumor.
D) enhance formal communication about the topic.
Question
Which one of the following is an example of downward communication?

A) open-door policy
B) complaint program
C) town-hall meeting
D) a message from the CEO sent to all employees
Question
Chance encounters between managers and employees work well as a(n)

A) formal communication channel.
B) informal communication channel.
C) substitute for management by walking around.
D) substitute for a bulletin board.
Question
The general purpose of nonverbal communication is to

A) get through to people who have difficulty receiving verbal messages.
B) express the feeling behind a message.
C) control the reactions of the receiver.
D) repeat what was expressed verbally.
Question
To implement overcoming communication barriers by uniting with a common vocabulary, the manager must first

A) hire only employees with the same native tongue.
B) convert from a hierarchical to a team structure.
C) develop a computer network for the organization.
D) identify the core work of a business.
Question
A frequent communication barrier in using voice mail is leaving messages that are

A) spoken so slowly the receiver hangs up.
B) so hostile the receiver does not respond.
C) so embellished the receiver does not understand..
D) too poorly articulated to understand.
Question
The purpose of a spin measure is to

A) make a rumor go out of control.
B) get listeners dizzy with information overload.
C) hold back news until the timing is right.
D) cover up bad news by stretching for the positive aspect.
Question
Jane is in a meeting with Jack. She is engaging in metacommunications when she says to Jack,

A) "Stop talking, and start listening. I dislike a blabber mouth."
B) "Please read my lips."
C) "Stop being so defensive when I talk to you."
D) "I'm in a rush today, so I may appear a little impatient during our conversation."
Question
A learning organization

A) modifies its behavior to reflect new knowledge and new insights.
B) is skilled at creating, acquiring, and transferring knowledge.
C) both a & b
D) approaches each problem with a completely new start.
Question
The study of meaning in language forms is called

A) semantics.
B) noise.
C) non-verbal communication.
D) interference.
Question
In decoding, the receiver interprets the message and translates it into meaningful information.
Question
Organizational politics refers to

A) informal approaches to gaining power
B) advantage through means other than merit or luck.
C) both a & b
D) huddling
Question
Diagonal communication is the transmission of messages to higher or lower organizational levels in different departments.
Question
An advantage of company Web logs or blogs is that they allow for both downward and upward communication.
Question
The image a person conveys communicates such messages as "I feel powerful" and "I think this meeting is important."
Question
Negative political tactics include

A) playing territorial games.
B) being unpredictable.
C) backstabbing
D) all of the choices.
Question
The purpose of knowledge management is to develop the right type of training programs for the organization.
Question
George wants to cut down on the excessive amount of office politics in the distribution center he manages, so he is advised to

A) engage in open communication more frequently.
B) practice more favoritism.
C) increase the amount of territorial games.
D) become more unpredictable himself.
Question
The purpose of huddling in communication is to

A) hug the meeting participants.
B) deliberate for a long time before making a decision.
C) have a fast-paced action-oriented meeting.
D) participate in a sport to decrease the tension.
Question
A characteristic of a learning organization is that it learns from its experiences instead of repeating the same mistakes.
Question
Which one of the following is not recommended as a way of having more productive meetings?

A) Ensure that all follow-up action is assigned and recorded.
B) Encourage critical feedback and commentary.
C) Resolve as many small issues as possible at the meeting.
D) Strive for wide participation.
Question
With management by walking around, managers intermingle freely with workers on the shop floor, in the office, with customers, and at company social events.
Question
Information overload occurs when an individual receives so much information
that he or she becomes overwhelmed.
Question
Unusual behavior by an airline passenger such as eyes darting back and forth quickly could be considered nonverbal behavior suggesting that further investigation of this passenger is warranted.
Question
An important tactic for dealing with negative rumors is to deny the existence of the rumor.
Question
Many messages never get through because the intended receiver is not motivated
to hear the message or is not interested.
Question
Positive gossip appears to travel much faster than negative gossip.
Question
A manager's purpose in using strategic networking is to get help in identifying and capitalizing on new opportunities for the company.
Question
Feedback from the receiver to the sender is more likely to be rejected when it contains an analysis along with the opinion.
Question
Communication is dependent upon the perceptions of people.
Question
A guideline Peter Drucker offers managers is to speak at length first, then listen.
Question
When working with people who do not speak your language fluently, speak in an easy-to-
understand manner.
Question
The purpose of uniting organizational units with a common business vocabulary is to overcome communication barriers across the various units.
Question
Identify and describe seven communication barriers in the workplace.
Question
Metacommunication is a technique whereby the sender of the message quickly establishes his or her superiority as a communicator.
Question
An effective meeting leader limits participation by other people at the meeting.
Question
KPMG hired a body language coach to teach its accountants the art of using and
decoding body language. The coach told the accountant to recite the nursery rhyme, "Mary Had a Little Lamb." The point? To show the accountant that body language can change how people react to something as innocent as a child's nursery rhyme.
1. Why would an accounting firm want staff professionals to recite a nursery rhyme?
2. Why is effective communication important?
Question
The communication technique of huddling fits well a retail setting in which brief, action-oriented meetings are necessary.
Question
Pete wants to be an active listener so the talks faster and more frequently than the person he is listening to.
Question
A manager should be alert to the possibility that a person from another culture may misinterpret nonverbal signals.
Question
Explain what managers can do to control negative politics within the organization.
Question
A particularly devious political tactic is to behave unpredictably just to keep people off guard, thereby making them easier to control.
Question
Suppose you are on an overseas assignment to a culture much different than your own. How would you go about overcoming any potential communication barriers between you and members of the group you will be working with?
Question
Sending thank-you notes to people is too transparent to be an effective political tactic.
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Deck 12: Communication
1
Aspects of nonverbal communication include

A) hand and body gestures.
B) voice quality.
C) body placement.
D) all of the choices
D
2
The purpose of an informative confrontation is to confront the

A) lack of feedback in a message.
B) discrepancies in a person's message.
C) difference in tone between an oral and a written message.
D) reality that filtering of messages is commonplace.
B
3
To use informal networks,

A) focus on issues important to the organization.
B) establish community goals and deliverables.
C) set high management expectations.
D) all of the choices
D
4
Teams in organizations emphasize ____ communication.

A) downward
B) horizontal
C) upward
D) diagonal
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
5
The Web log or blog is frequently used by companies as a

A) informal communication channel.
B) formal communication channel.
C) form of nonverbal communication.
D) form of lateral communication.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
6
Company blogs are used to communicate

A) both upwards and downwards.
B) upwards only.
C) downwards only.
D) sideways only.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
7
A major purpose of knowledge management is to

A) have line departments do most of the training.
B) keep employees up to date on new technology.
C) make good use of knowledge to generate business value.
D) prevent older workers from becoming obsolete.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
8
A major purpose of defensive communication is to

A) overcome communications barriers.
B) prevent others from blaming you for mistakes.
C) get even with other workers.
D) protect one's self-esteem.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
9
Communication is the process of

A) sending messages.
B) exchanging information.
C) listening and observing.
D) influencing others.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
10
Sylvia is gathering her thoughts to send a message to a difficult customer. She is going through the process of

A) transmitting.
B) using nonverbal communication.
C) decoding.
D) encoding.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
11
A recommended way for company management to combat rumors is to

A) fire the person who started the rumor.
B) deny that the rumor has any truth at all.
C) start an even more interesting rumor.
D) enhance formal communication about the topic.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
12
Which one of the following is an example of downward communication?

A) open-door policy
B) complaint program
C) town-hall meeting
D) a message from the CEO sent to all employees
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
13
Chance encounters between managers and employees work well as a(n)

A) formal communication channel.
B) informal communication channel.
C) substitute for management by walking around.
D) substitute for a bulletin board.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
14
The general purpose of nonverbal communication is to

A) get through to people who have difficulty receiving verbal messages.
B) express the feeling behind a message.
C) control the reactions of the receiver.
D) repeat what was expressed verbally.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
15
To implement overcoming communication barriers by uniting with a common vocabulary, the manager must first

A) hire only employees with the same native tongue.
B) convert from a hierarchical to a team structure.
C) develop a computer network for the organization.
D) identify the core work of a business.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
16
A frequent communication barrier in using voice mail is leaving messages that are

A) spoken so slowly the receiver hangs up.
B) so hostile the receiver does not respond.
C) so embellished the receiver does not understand..
D) too poorly articulated to understand.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
17
The purpose of a spin measure is to

A) make a rumor go out of control.
B) get listeners dizzy with information overload.
C) hold back news until the timing is right.
D) cover up bad news by stretching for the positive aspect.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
18
Jane is in a meeting with Jack. She is engaging in metacommunications when she says to Jack,

A) "Stop talking, and start listening. I dislike a blabber mouth."
B) "Please read my lips."
C) "Stop being so defensive when I talk to you."
D) "I'm in a rush today, so I may appear a little impatient during our conversation."
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
19
A learning organization

A) modifies its behavior to reflect new knowledge and new insights.
B) is skilled at creating, acquiring, and transferring knowledge.
C) both a & b
D) approaches each problem with a completely new start.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
20
The study of meaning in language forms is called

A) semantics.
B) noise.
C) non-verbal communication.
D) interference.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
21
In decoding, the receiver interprets the message and translates it into meaningful information.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
22
Organizational politics refers to

A) informal approaches to gaining power
B) advantage through means other than merit or luck.
C) both a & b
D) huddling
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
23
Diagonal communication is the transmission of messages to higher or lower organizational levels in different departments.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
24
An advantage of company Web logs or blogs is that they allow for both downward and upward communication.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
25
The image a person conveys communicates such messages as "I feel powerful" and "I think this meeting is important."
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
26
Negative political tactics include

A) playing territorial games.
B) being unpredictable.
C) backstabbing
D) all of the choices.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
27
The purpose of knowledge management is to develop the right type of training programs for the organization.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
28
George wants to cut down on the excessive amount of office politics in the distribution center he manages, so he is advised to

A) engage in open communication more frequently.
B) practice more favoritism.
C) increase the amount of territorial games.
D) become more unpredictable himself.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
29
The purpose of huddling in communication is to

A) hug the meeting participants.
B) deliberate for a long time before making a decision.
C) have a fast-paced action-oriented meeting.
D) participate in a sport to decrease the tension.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
30
A characteristic of a learning organization is that it learns from its experiences instead of repeating the same mistakes.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
31
Which one of the following is not recommended as a way of having more productive meetings?

A) Ensure that all follow-up action is assigned and recorded.
B) Encourage critical feedback and commentary.
C) Resolve as many small issues as possible at the meeting.
D) Strive for wide participation.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
32
With management by walking around, managers intermingle freely with workers on the shop floor, in the office, with customers, and at company social events.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
33
Information overload occurs when an individual receives so much information
that he or she becomes overwhelmed.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
34
Unusual behavior by an airline passenger such as eyes darting back and forth quickly could be considered nonverbal behavior suggesting that further investigation of this passenger is warranted.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
35
An important tactic for dealing with negative rumors is to deny the existence of the rumor.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
36
Many messages never get through because the intended receiver is not motivated
to hear the message or is not interested.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
37
Positive gossip appears to travel much faster than negative gossip.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
38
A manager's purpose in using strategic networking is to get help in identifying and capitalizing on new opportunities for the company.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
39
Feedback from the receiver to the sender is more likely to be rejected when it contains an analysis along with the opinion.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
40
Communication is dependent upon the perceptions of people.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
41
A guideline Peter Drucker offers managers is to speak at length first, then listen.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
42
When working with people who do not speak your language fluently, speak in an easy-to-
understand manner.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
43
The purpose of uniting organizational units with a common business vocabulary is to overcome communication barriers across the various units.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
44
Identify and describe seven communication barriers in the workplace.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
45
Metacommunication is a technique whereby the sender of the message quickly establishes his or her superiority as a communicator.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
46
An effective meeting leader limits participation by other people at the meeting.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
47
KPMG hired a body language coach to teach its accountants the art of using and
decoding body language. The coach told the accountant to recite the nursery rhyme, "Mary Had a Little Lamb." The point? To show the accountant that body language can change how people react to something as innocent as a child's nursery rhyme.
1. Why would an accounting firm want staff professionals to recite a nursery rhyme?
2. Why is effective communication important?
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
48
The communication technique of huddling fits well a retail setting in which brief, action-oriented meetings are necessary.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
49
Pete wants to be an active listener so the talks faster and more frequently than the person he is listening to.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
50
A manager should be alert to the possibility that a person from another culture may misinterpret nonverbal signals.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
51
Explain what managers can do to control negative politics within the organization.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
52
A particularly devious political tactic is to behave unpredictably just to keep people off guard, thereby making them easier to control.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
53
Suppose you are on an overseas assignment to a culture much different than your own. How would you go about overcoming any potential communication barriers between you and members of the group you will be working with?
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
54
Sending thank-you notes to people is too transparent to be an effective political tactic.
Unlock Deck
Unlock for access to all 54 flashcards in this deck.
Unlock Deck
k this deck
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