Deck 7: Communication

Question 1

Channels of communication such as staff discussions in the lunchroom, or company "gossip" are considered

A)message context
B)message content
C)informal channels
D)formal channels
E)informal context

Answer 1

C

Question 2

When a receiver creates meaning from a sender's message, this is

A)the message.
B)decoding.
C)the channel.
D)feedback.
E)encoding.

Answer 2

B

Question 3

Who is decoding a message

A)Jenny, who is initiating downward communication.
B)Bill, who is preparing blueprints.
C)Mary, who is preparing a speech.
D)Agnes, who is waiting to send an email message.
E)Nancy, who is studying a financial statement.

Answer 3

E

Question 4

Fred is a diligent albeit somewhat introverted employee who likes to keep to himself.He tends to communicate with his coworkers exclusively by telephone.Fred is exhibiting the characteristics of

A)communication gaps
B)channel richness
C)communication feedback
D)communication apprehension
E)encoded communication.

Question 5

As depicted in the communication process model, the sender initiates a message by

A)making contact with the receiver.
B)encoding a thought.
C)choosing a message.
D)giving feedback to the sender.
E)making judgments on intent.

Question 6

Tim is trying to improve his ability to communicate with his staff when things go wrong and he is feeling stressed.Which of the following suggestions would help him to do this

A)speak quickly
B)ignore non-verbal communication
C)be spontaneous
D)speak clearly
E)raise your voice

Question 7

The amount of information that can be transmitted during a communication episode is controlled by the

A)receiver
B)message
C)feedback mechanism
D)channel richness
E)communication process

Question 8

When it comes to electronic communications, which of the following channels would be the richest

A)personal palm pilots
B)video conferencing
C)email
D)telephone answering machine
E)fax

Question 9

Tina is frustrated with Ron, a new employee.She meets with him weekly, and gives him a minimum of 25 new ideas for him to work with during the coming week.Unfortunately, he seems to ignore or forget many of them.Ron is likely experiencing

A)defensiveness.
B)defiance.
C)selective perception.
D)channelling.
E)information overload.

Question 10

People with a high need for social contact would prefer which of the following channels

A)flyers
B)letters
C)video conferencing
D)memos
E)email

Question 11

Jane, one of Ted's new employees, only seems to recall and take note of certain parts of the messages that he conveys to her.Jane is exhibiting

A)defensiveness
B)selective perception
C)insubordination
D)information overload
E)filtering

Question 12

Don has a reputation for not being "straight" with his employees.Their view is that he has a tendency to tell them what they want to hear rather than what is actually happening.This tendency is known as

A)defensiveness
B)information overload
C)selective perception
D)filtering
E)channelling.

Question 13

Lisa is considered to be quite sensitive even when it is clear that someone else is trying to be constructive in terms of making suggestions as to how her reports can be improved.She often reacts to these suggestions by lashing out at the person who is making them.Lisa is exhibiting

A)defensiveness.
B)information overload.
C)selective perception.
D)filtering.
E)channelling.

Question 14

The step(s)between a source and a receiver that result(s)in the transference and understanding of meaning is

A)the communication process.
B)understanding.
C)feedback.
D)encoding.
E)decoding.

Question 15

Donna believes in using communication channels that are high in richness as often as possible.Thus, she would likely favour

A)memos.
B)email.
C)voicemail.
D)face-to-face conversation.
E)online discussion groups.

Question 16

Which of the following channels of information is highest in channel richness

A)voice mail
B)memos
C)online discussion groups
D)telephone conversation
E)formal reports

Question 17

Steve got an email message from his boss that he wanted to meet with him immediately.Did that mean that he was in troubleWas it about something routineSteve was in which stage of the communication process

A)decoding
B)encoding
C)choosing
D)providing feedback
E)filtering.

Question 18

Who is encoding a message

A)Sally, who is writing a technical report.
B)Mark, who is hearing a rumour on the grapevine.
C)Sandra, who is trying to figure out what her boss's memo means.
D)Irene, who is the target of upward communication.
E)Larry, who is giving a speech.

Question 19

Recent research indicates recruiters rated good _______________ as the most important characteristic of an ideal job candidate.

A)conflict skills
B)leadership skills
C)mentoring skills
D)communication skills
E)relationships

Question 20

The ________ is the medium through which a message travels.

A)filtering
B)channel
C)jargon
D)medium
E)feedback loop

Question 21

Nonroutine messages are likely to be

A)better delivered by email.
B)delivered by clients.
C)more complicated.
D)upward in the organization.
E)informal communication.

Question 22

Tori is considered to be the office gossip.One of her most annoying habits is her persistent use of the phrase "rumour has it...." when speaking to her colleagues.Tori's source of information is likely the

A)formal communication network.
B)feedback loop.
C)communication apprehension.
D)informal communication network.
E)electronic communication network.

Question 23

Which of the following have been identified as prominent barriers to communication

A)listening, selective perception, defensiveness, information overload, and language
B)filtering, feedback, defensiveness, information overload, and language
C)filtering, selective perception, ambiguity, information overload, and language
D)filtering, selective perception, defensiveness, information overload, and language
E)filtering, selective perception, defensiveness, stress, and language

Question 24

Kelly always feels anxious when deciding who she should copy on the email messages that she sends.What advice would you give to Kelly

A)copy everyone
B)copy your boss only
C)copy anyone who really needs the information
D)don't copy anyone
E)copy someone in every department

Question 25

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd.who is having trouble explaining the benefits of his product.He has decided to try to improve his communication by examination of the communication process model.Currently, he calls customers on the phone and tells them what new products are available.He then sends the customers their orders via the postal service.His customers frequently return goods because they are not as expected.
Sam is having problems understanding what the customers are telling him is wrong with the products they are returning; the product looks fine to him and works as it is supposed to, so why are they being returnedSam is having a problem with

A)the channel.
B)decoding.
C)encoding.
D)the medium.
E)sourcing.

Question 26

Communication that takes place among members of the same work group is

A)vertical communication.
B)downward communication.
C)occupational communication.
D)lateral communication.
E)technical communication.

Question 27

Filtering, selective perception, defensiveness are all

A)potential barriers to effective communication.
B)communication techniques.
C)necessary for effective communication.
D)part of the channel richness.
E)part of one-to-one level of communication.

Question 28

The communication that is used by group leaders and managers to assign goals, point out problems that need attention, and describe unusual situations is

A)nonroutine communication.
B)routine communication.
C)informal communication.
D)directional communication.
E)group communication.

Question 29

An interviewer who was expecting a female applicant to put her family ahead of her career is using

A)prejudice.
B)selective perception.
C)nonverbal communication.
D)filtering.
E)organizational expectation.

Question 30

Which of the following statements about email is true

A)it saves time
B)it is a rich form of communication
C)it counteracts communication overload
D)it adds to the number of hours worked per week
E)it increases the chances of proxemics

Question 31

Suggestion boxes, employee attitude surveys, and grievance procedures are examples of

A)organizational structure.
B)horizontal communication.
C)managerial communication.
D)upward communication.
E)group process communication.

Question 32

How can you communicate better when you are stressed out

A)Speak ambiguously; be aware of non-verbal communicating; think carefully about how you state things.
B)Speak clearly; be aware of non-verbal communication; think carefully about how you state things.
C)Speak clearly; ignore non-verbal communication; think carefully about how you state things.
D)Speak clearly; be aware of non-verbal communicating; escalate the situation.
E)Speak clearly; be aware of non-verbal communicating; plan to offend your listener.

Question 33

Which of the following is an example of routine communication

A)suggestion boxes
B)employee attitude surveys
C)email reminder of monthly accounting deadlines
D)identification and discussion of current problems with the boss
E)peer evaluation of job performance

Question 34

Instant messaging is similar to

A)voicemail.
B)memos.
C)email.
D)speeches.
E)face-to-face communication.

Question 35

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd.who is having trouble explaining the benefits of his product.He has decided to try to improve his communication by examination of the communication process model.Currently, he calls customers on the phone and tells them what new products are available.He then sends the customers their orders via the postal service.His customers frequently return goods because they are not as expected.
Sam's customers complain that they don't understand the products that Sam tells them about - often the product is too big or too heavy for their needs.This problem seems to be in

A)context.
B)the medium.
C)the channel.
D)feedback.
E)control.

Question 36

Which communication method has been popular with teenagers for a decade and is now rapidly moving into business

A)voicemail
B)email
C)text messaging
D)face-to-face
E)letters

Question 37

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd.who is having trouble explaining the benefits of his product.He has decided to try to improve his communication by examination of the communication process model.Currently, he calls customers on the phone and tells them what new products are available.He then sends the customers their orders via the postal service.His customers frequently return goods because they are not as expected.
Returned goods are a form of

A)feedback.
B)medium.
C)encoding.
D)channel.
E)decoding.

Question 38

Which of the following communication networks are typically vertical

A)informal
B)grapevine
C)formal
D)encoded
E)decoded

Question 39

________ is used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems.

A)Upward communication
B)Interpersonal communication
C)Occupational communication
D)Directional communication
E)Technical communication

Question 40

The process that involves receivers in communication selectively seeing and hearing based on their needs, motivations, experience, background, and other personal characteristics is called

A)language.
B)selective filtering.
C)selective perception.
D)emotions.
E)communication apprehension.

Question 41

Research shows electronic communication technologies are linked by employees to

A)higher work-life conflict.
B)higher social networking.
C)higher career achievements.
D)less work-life conflict.
E)less wasted time.

Question 42

The least structured communication network is

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

Question 43

When all communication is channeled through the supervisor, which type of communication network exists

A)directional
B)circle
C)lateral
D)wheel
E)horizontal

Question 44

What is an organization's most common informal network

A)grapevine
B)memo
C)e-mail
D)voice-mail
E)bulletin

Question 45

Rumours would most likely emerge from which of the following situations

A)the boss divorcing his wife
B)the retirement of an employee
C)relocation of a department
D)a proposal for better employee benefits
E)a competitor using new technological developments

Question 46

According to UWO research on email, knowledge workers devote _______% of their day to email.

A)5
B)13
C)28
D)42
E)62

Question 47

In 2010, _____% of CEOs had no social media presence.

A)12
B)28
C)36
D)57
E)64

Question 48

The grapevine follows the _______ pattern

A)chain
B)wheel
C)all channel
D)cluster
E)single strand

Question 49

Under current Canadian law, which of the following employees would most likely not be covered by privacy legislation

A)a federal employee
B)a private sector employee
C)a provincial public sector employee
D)a crown corporation employee
E)an OPSEU member

Question 50

If the speed of information flow in an organization is important, management should use

A)the chain communication network.
B)the "Y" communication network.
C)upward communication.
D)the wheel or all-channel communication networks.
E)the lateral communication network.

Question 51

An example of a(n)________ communication network is when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.

A)lateral
B)all-channel
C)"Y"
D)chain
E)wheel

Question 52

Why are organizations concerned about information overload

A)Productivity is being negatively impacted.
B)Upward communication flows are not as effective.
C)Grapevines have increased as information has increased.
D)Downward communication flows are harmed.
E)Channel richness becomes ineffective.

Question 53

In terms of facilitating the emergence of a leader, the most effective communication network is

A)chain.
B)"Y."
C)wheel.
D)circle.
E)all-channel.

Question 54

Which network is not controlled by management and is perceived by most employees as being believable and reliable

A)formal
B)informal
C)internal
D)team
E)technical

Question 55

Managers should think of the grapevine as a communication network to

A)ignore.
B)encourage.
C)measure anxieties.
D)eliminate.
E)measure misinformation.

Question 56

Which communication network does an unstructured committee best illustrate

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

Question 57

The channels by which information flows are called

A)communication networks
B)vertical channels
C)horizontal channels
D)wheels
E)communication messages

Question 58

It was found that ________ percent of information passed on the grapevine is accurate.

A)10
B)15
C)40
D)55
E)75

Question 59

One reason companies limit the use of twitter for important business communication is because of concerns about

A)security of messages.
B)productivity of employees.
C)messages being inappropriate.
D)lack of record.
E)timing of messages.

Question 60

Email in the workplace is

A)effective because it increases workplace productivity.
B)effective because it has channel richness.
C)effective because it is used only when needed.
D)effective because people are careful when crafting email messages.
E)effective because it is cost effective.

Question 61

Silence is less likely when

A)managers create clear goals.
B)managers use the wheel communication network.
C)minority opinions are respected.
D)managers encourage feedback before encoding messages.
E)the communication channel is email.

Question 62

Gerhardt has just arrived from Germany and has already made a major contribution to the company.He communicates well through the words that he uses, but isn't particularly demonstrative in terms of his nonverbal communication.Gerhardt is exhibiting the typical characteristics of a

A)high-context culture.
B)low-context culture.
C)selective perception culture.
D)demonstrative culture.
E)encoded culture.

Question 63

SCENARIO 7-3 You are presenting a training seminar on differences in the ways cultures communicate in business environments.You stage the following scenario for your participants:
Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible."
High-context culture "But we would like your president can come for a visit to our factory so that you and your company can see how efficient we are in our use of materials."
Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing."
High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you."
Low-context culture "What's wrong, can't you make a decision
"
The low-context speaker is probably from which country

A)China
B)Greece
C)Germany
D)Vietnam
E)Spain

Question 64

A low-context culture values

A)words.
B)grapevines.
C)tones of voice.
D)social psychology.
E)kinesics.

Question 65

What are the four specific barriers to cross-cultural communication

A)semantics, denotation, tone difference, difference in tolerance for conflict
B)kinesics, connotation, tone difference, difference in tolerance for conflict
C)semantics, connotation, tone difference, difference in tolerance for conflict
D)semantics, kinesics, tone difference, difference in tolerance for conflict
E)semantics, connotation, tone difference, proxemics

Question 66

David is a clear communicator.His communication is impersonal and direct.David is exhibiting the characteristics of a

A)high-context culture.
B)low-context culture.
C)selective perception culture.
D)demonstrative culture.
E)encoded culture.

Question 67

Li is the type of person who likes to avoid direct confrontation with others because it makes her uncomfortable and it is not something that is familiar to her.Li is exhibiting the characteristics of a

A)high-context culture.
B)low-context culture.
C)selective perception culture.
D)demonstrative culture.
E)encoded culture.

Question 68

Tina always looks for nonverbal messages when she is speaking to her employees as she feels that they are critical to effective communication.Tina is paying attention to

A)groupthink, proxemics and empathy.
B)proxemics, empathy and intonation.
C)empathy, facial expression and intonation.
D)proxemics, facial expression and intonations.
E)channel richness, empathy and proxemics.

Question 69

A high-context culture values

A)kinesics.
B)interpersonal communication.
C)verbal communication.
D)nonverbal communication.
E)body language.

Question 70

Cultures that rely heavily on nonverbal and subtle situational cues in communication are termed

A)low-context cultures.
B)cross cultures.
C)medium-content cultures.
D)high-context cultures.
E)foreign culture content.

Question 71

SCENARIO 7-2 You are a professor is trying to mediate a dispute that occurred during the class.There are four members of the team who have been asked to prepare a team presentation; the four members cannot agree upon how to proceed.The members are not speaking to each other and are standing at a great distance from one another.Most of the members of the team are frowning and, when asked to discuss the problem, their voice tones indicate that they are unhappy with the situation.
You can tell these students are having problems by

A)filtering.
B)interpretation.
C)nonverbal communications.
D)channel analysis.
E)selective perception.

Question 72

Tonya is a real "people person." She is a great communicator, and she spends lots of time working at building strong social bonds and trust with her colleagues.Tonya is exhibiting the characteristics of a

A)high-context culture.
B)low-context culture.
C)selective perception culture.
D)demonstrative culture.
E)encoded culture.

Question 73

SCENARIO 7-3 You are presenting a training seminar on differences in the ways cultures communicate in business environments.You stage the following scenario for your participants:
Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible."
High-context culture "But we would like your president can come for a visit to our factory so that you and your company can see how efficient we are in our use of materials."
Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing."
High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you."
Low-context culture "What's wrong, can't you make a decision
"
Which of the following statements is false

A)Low-context cultures place high value time efficiency.
B)Low-context cultures place high value on directness.
C)Low-context cultures place high value on subtle communication.
D)Low-context cultures place low value on subtle communication.
E)Low-context cultures place low value on time efficiency.

Question 74

Which of the following was identified as a link between silence and work-related behaviour

A)managers discourage silence by using the wheel communication network
B)managers discourage silence by using the chain communication network
C)managers discourage silence by using the grapevine
D)managers encourage silence by using the wheel communication network
E)managers encourage silence by using the all-channel communication network

Question 75

SCENARIO 7-3 You are presenting a training seminar on differences in the ways cultures communicate in business environments.You stage the following scenario for your participants:
Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible."
High-context culture "But we would like your president can come for a visit to our factory so that you and your company can see how efficient we are in our use of materials."
Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing."
High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you."
Low-context culture "What's wrong, can't you make a decision
"
Which of the following is a point that you should make sure that your participants understand about the differences between high and low context cultures

A)High-context cultures are indecisive and inefficient.
B)High-context cultures are decisive and efficient.
C)High-context cultures value status and reputation.
D)High-context cultures value words and formal titles.
E)High-context cultures value profit and process.

Question 76

SCENARIO 7-2 You are a professor is trying to mediate a dispute that occurred during the class.There are four members of the team who have been asked to prepare a team presentation; the four members cannot agree upon how to proceed.The members are not speaking to each other and are standing at a great distance from one another.Most of the members of the team are frowning and, when asked to discuss the problem, their voice tones indicate that they are unhappy with the situation.
The term that explains the meaning of the students spacing themselves at a distance from each other is

A)kinesics.
B)proxemics.
C)managerial context.
D)intonation.
E)noncontact.

Question 77

After reprimanding Sally, Joan detected a long period of silence.How should Joan treat this period of silence

A)disregard it
B)interpret it
C)minimize it
D)end it
E)learn from it.

Question 78

In dealing with an employee who is of a different culture, a manager practicing cross-cultural communication skills might put herself in the place of the employee, a method termed

A)sympathy.
B)empathy.
C)symbolic interaction.
D)semantics.
E)hypothesis testing.

Question 79

When communicating with people from a different culture it is recommended that individuals

A)assume differences and emphasize description.
B)emphasize status and create connections.
C)focus on business and emphasize status.
D)emphasize status and emphasize description.
E)assume differences and emphasize status

Question 80

Ted was always very conscious of not invading his employees "personal space" when speaking to them; he made sure he did not get too close when he was talking to them.Ted was therefore paying attention to

A)groupthink.
B)kinesics.
C)cultural barriers.
D)proxemics.
E)empathy.