Deck 12: Managers and Communication

Question 1

George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage,and makes sure it reaches each team member.He is involved in ________.

A)deciphering the message
B)organizational communication
C)lateral communication
D)decoding the message

Answer 1

B

Question 2

Good communication is defined as agreement with the message content by the sender and the receiver.

Answer 2

False

Question 3

When George prepared the memorandum and wrote the words on the paper,he was involved in ________.

A)channeling the message
B)organizational communication
C)providing feedback
D)decoding the message

Answer 3

B

Question 4

As social media use in business matures,organizations ________.

A)move to adopt more up-to-date forms of communication
B)create accounts for all employees to reach customers in more timely fashion
C)require employees to disclose if they are using social media
D)introduce policies around social media conduct

Question 5

Communication is the transfer and understanding of ________.

A)ideas
B)words
C)meaning
D)messages

Question 6

Communication between two or more people is called ________ communication.

A)interpersonal
B)informal
C)intrapersonal
D)lateral

Question 7

________ is fundamentally linked to managerial performance.

A)Acceptance of authority
B)Communication
C)Leadership quality
D)Delegation

Question 8

Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers.He soon realizes that two of his teammates do not see eye to eye on many issues.Far from being solved,the situation escalates over the next couple of months.This bothers Alec a great deal because he is expected to coordinate his work with them.He decides to speak to his manager about the problem and seek his advice.In this example,communication is being used ________.

A)to control
B)to motivate
C)to inform
D)ineffectively

Question 9

Communication is defined as the transfer and receipt of messages.

Question 10

Pat manages the customer care department of her firm.She is very happy with her team of 15 customer care associates who've all been consistently performing well.Customer feedback has been impressive and Pat is planning to give the associates bonuses.As a manager,Pat believes it is important to let the subordinates know when you are happy with their work.She does so,and also calls a meeting to discuss what they can do to improve further.Pat is using communication for ________.

A)decision making
B)social interaction
C)motivation
D)expressing emotion

Question 11

Organizational communication includes all the patterns,networks,and systems of communication within an organization.

Question 12

In which of the following cases has communication occurred?

A)Gary updates his blog regularly.
B)Jen has sent an urgent email to her Japanese colleague.
C)Ana tells her manager that she needs a new computer.
D)Jack sends a text message to his girlfriend.

Question 13

For communication to be successful,meaning must be conveyed and ________.

A)received by the other person
B)distributed
C)understood
D)transmitted

Question 14

If a manager gives clear instructions to a subordinate,communication is said to have taken place.

Question 15

Margaret begins the workshop by defining communication as ________.

A)transmission of messages
B)presentation and acknowledgement of ideas
C)transfer and understanding of meaning
D)delivery and receipt of written and verbal messages

Question 16

________ consists of all the patterns,networks,and systems of communication within an organization.

A)The grapevine
B)Interpersonal communication
C)Organizational communication
D)Formal communication

Question 17

Good communication happens only when the receiver clearly understands the content of the communication.

Question 18

When a communication requires employees to follow their job description,or to comply with company policies,communication is being used to ________.

A)control
B)motivate
C)inform
D)direct

Question 19

Communication acts to control member behaviour in organizations.

Question 20

In which of the following cases is communication used to control employee behaviour?

A)Sandy tells Mitch that she's happy with the progress he's making.
B)Glenn lets Ann know that the deadline for her project has been postponed.
C)Jan informs Sara that there is a dress code at work.
D)Chris gives Jason tips on how to improve his performance.

Question 21

An example of a nonverbal communication would be a ________.

A)project outline on the blackboard
B)student with a hand raised
C)billboard advertisement
D)written note

Question 22

Disturbances that interfere with the transmission,receipt,or feedback of a message are called feedback.

Question 23

Adam has to tell the members of his department that the office hours have changed from flexible to a strict nine-to-five day.He calls a meeting to explain the change.Participants begin arguing and asking multiple questions about the new hours policy.The next day,Adam realizes that most people still do not have a clear idea about the change,as a result of the confusion at the meeting.Which of the following explains why the message was not understood?

A)The sender did not decode the message appropriately.
B)The recipients did not encode the message correctly.
C)There was interference during the transmission of the message.
D)The channel was not appropriate for the delivery of this message.

Question 24

Communication channel with the highest feedback potential is ________.

A)voice mail
B)memo
C)hotline
D)telephone

Question 25

When students begin putting their books,notebooks,and papers away,they are using which type of interpersonal communication to tell their instructor that the class is over?

A)diagonal
B)formal
C)nonverbal
D)noise

Question 26

Converting a message into meaningful symbols is called ________.

A)decoding
B)encoding
C)filtering
D)translating

Question 27

Which of the following is an example of noise?

A)Sending unsolicited sales messages to prospects.
B)Adding your contact information at the end of an email message.
C)Leaving a message on the answering machine when you cannot reach someone.
D)Thinking about the party you attended last night while sitting in a lecture.

Question 28

Face-to-face conversations,emails,and company-wide memos are all examples of ________.

A)noise
B)channels
C)feedback
D)networks

Question 29

Gestures,facial expressions,and leaning toward a person are all examples of ________.

A)verbal intonation
B)body language
C)feedback
D)distractions

Question 30

At the conclusion of the workshop,Margaret informed the managers that the two best-known types of nonverbal communication are ________.

A)body language and emotions
B)body language and facial expressions
C)body language and verbal intonation
D)verbal intonation and emotions

Question 31

Which part of the communication process provides a check to the sender on whether understanding has been achieved?

A)understanding
B)encoding
C)decoding
D)feedback

Question 32

The new policy represents which part of the communication process?

A)feedback
B)encoding
C)message
D)channel

Question 33

The final link in the communication process is ________.

A)decoding
B)understanding
C)feedback
D)agreement

Question 34

Margaret warned that the entire communication process can be affected by disturbances that interfere with the transmission,receipt,or feedback of a message.These are called ________.

A)feedback
B)noise
C)nonverbal signs
D)filtering

Question 35

Brett's selection of appropriate wording is which part of the communication process?

A)feedback
B)encoding
C)message
D)channel

Question 36

The receiver translates a sender's message into meaning through a process called ________.

A)decoding
B)encoding
C)restating
D)feedback

Question 37

The memo represents which part of the communication process?

A)feedback
B)decoding
C)message
D)channel

Question 38

Complexity capacity refers to how effectively the channel ________.

A)allows the receiver to easily and quickly decode messages
B)can transmit different types and numbers of messages
C)can processes complex messages
D)conveys interpersonal warmth

Question 39

Anything that interferes with the transmission,receipt,or feedback of a message is called ________.

A)feedback
B)media
C)channel
D)noise

Question 40

Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping.Betty,however,made other plans for the evening thinking Laura was talking about going shopping the next day.Which of the following best explains what went wrong with the communication?

A)Laura used a wrong channel of communication.
B)Betty decoded the message incorrectly.
C)The complexity capacity of text messaging is poor.
D)Betty's thinking was noise that distracted from the message.

Question 41

Lisa was in the coffee shop when she overheard two pilots discussing their flight assignments.In the course of their discussion,they used terms such as ATC,YVR,YYZ,and A310.The pilots were using ________ related to the airline industry.

A)technospeak
B)filtered vocabulary
C)industry code
D)jargon

Question 42

Age,education,and cultural background are three of the more obvious variables that influence ________.

A)language
B)filtering
C)feedback
D)selective perception

Question 43

Computer programmers have developed their own ________,or technical language that others may not not understand.

A)technospeak
B)filtered vocabulary
C)jargon
D)slang

Question 44

When the information we have to work with exceeds our processing capacity,the result is ________.

A)noise
B)information overload
C)selective perception
D)filtering

Question 45

Which of the following is a barrier to effective interpersonal communication?

A)empathy
B)simplified language
C)feedback
D)emotions

Question 46

Which of the following is one way to help overcome communication barriers?

A)emphasize emotions
B)ignore nonverbal cues
C)listen passively
D)use feedback

Question 47

The manipulation of information to make it appear more favourable to the receiver is called ________.

A)active listening
B)creative interpretation
C)projection
D)filtering

Question 48

Communication barriers can arise for cultural reasons.In collectivist countries managers tend to ________.

A)rely on formal reports and memos
B)interpret communication more personally
C)prefer more interpersonal contact
D)ignore emotionally influenced messages

Question 49

________ refers to the fact that individuals don't see reality,but interpret what they see based on their needs,motivation,experience,background,and other personal characteristics.

A)Filtering
B)Emotions
C)Selective perception
D)Heuristics

Question 50

Anna wants to be certain that her communication with employees is effective,so she always asks,"Do you understand?" to check the accuracy of what has been communicated.Anna is using ________ to overcome potential communication barriers.

A)active listening
B)projection
C)nonverbal cues
D)feedback

Question 51

In a short essay,explain the process of interpersonal communication and describe the seven elements of the communication process.

Question 52

A sender initiates a message by converting a thought into symbolic form.

Question 53

In more individualistic Western cultures communication tends to be ________ than in collectivist Asian cultures.

A)more formal
B)more casual
C)more interpersonal
D)more emotional

Question 54

Verbal intonation refers to the emphasis someone gives to words or phrases that convey meaning when speaking.

Question 55

Communication problems are less likely to occur in organizations if the managers use ________.

A)body language.
B)a feedback loop
C)verbal intonation
D)filtering

Question 56

The final link in the communication process is decoding.

Question 57

As Joe left the doctor's office,he had difficulty recalling exactly what the doctor said because he used strange medical terms that Joe had never heard before.Which communication barrier has affected Joe?

A)language
B)filtering
C)feedback
D)selective perception

Question 58

Alex has just been informed that he has received a long-awaited job promotion.He is very happy and excited.Which of the following will most likely affect his communications for the rest of the day?

A)filtering
B)information overload
C)emotions
D)selective perception

Question 59

When a person tells his or her manager what the manager wants to hear,that individual is using which barrier to effective interpersonal communication?

A)filtering
B)selective perception
C)feedback
D)upward communication

Question 60

The extent of filtering within an organization tends to be a function of the number of vertical levels in the organization and the ________.

A)degree of centralization
B)organizational culture
C)degree of formalization
D)chain of command

Question 61

Listening is an active search for meaning,whereas ________ is passive.

A)speaking
B)encoding
C)decoding
D)hearing

Question 62

Active listening is enhanced by developing ________ with the sender.

A)apathy
B)sympathy
C)empathy
D)credibility

Question 63

After five hours of heated negotiations,Jill called a recess so that both sides in the dispute could cool down.Jill is using ________ to overcome potential communication barriers.

A)active listening
B)constrained emotions
C)nonverbal cues
D)feedback

Question 64

As George listened to the team members express their frustrations about the assignment,he concentrated carefully on what was being said and was careful not to make premature judgments or interpretations.George was using ________ to overcome potential communication barriers.

A)selective perception
B)nonverbal cues
C)feedback
D)active listening

Question 65

Which of the following is TRUE for active listeners?

A)They should avoid making eye contact and nodding as this will distract the speaker.
B)They should not interrupt the speaker,but should feel free to ask questions about the topic.
C)They should listen for full meaning and avoid paraphrasing what the speaker is saying.
D)They should actively participate in the communication process.

Question 66

Grammar mistakes in written communication are an example of noise.

Question 67

Margaret continued the workshop by telling the managers that the final link in the communication process is the ________ loop.

A)noise
B)translation
C)feedback
D)decoding

Question 68

Margaret states that the sender initiates a message by encoding a thought.Four conditions influence the effectiveness of an encoded message: the skills,attitudes,and knowledge of the sender,and the ________.

A)amount of interpersonal warmth
B)socio-cultural system
C)level of noise
D)knowledge of the receiver

Question 69

When the workers read Brett's memo,some were so upset that they immediately sent memos of their own back to Brett.They understood the new policy and management's rationale for implementing it but expressed concern about the loss of wages and the impact it would have on morale.The workers' response represents which part of the communication process?

A)noise
B)encoding
C)decoding
D)feedback

Question 70

Sandra's efforts to present the company's situation in a more favourable light to employees is an example of which barrier to interpersonal communication?

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

Question 71

Listening for full meaning without making premature judgments or interpretations is called ________ listening.

A)defensive
B)positive
C)active
D)selective

Question 72

Neil always listens to his friends without interrupting.He avoids premature judgments and tries not to formulate his responses while listening.Neil is using ________ to overcome potential communication problems.

A)active listening
B)selective responses
C)nonverbal cues
D)constrained emotions

Question 73

As the employees began to leave the meeting room,some were overheard complaining about the fact that no managers were being laid off and questioning why it was always the workers who had to bear the impact of poor management decisions.Some were even more sarcastic,like one employee who stated that it didn't make any difference to Sandra if employees lost their jobs and that if the company wanted loyalty,it should hire a dog.These statements are probably the result of which barrier to effective communication?

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

Question 74

The sender's beliefs and values influence how s/he communicates.

Question 75

At one point in the presentation,Sandra said,"These layoffs will result in improved capacity utilization,higher productivity ratios,and improved profit margins that will yield the best ROI in the industry." Several employees looked puzzled,and Sandra realized that her use of specialized business terminology had become a communication barrier known as ________.

A)technospeak
B)complex linguistics
C)filtered vocabulary
D)jargon

Question 76

By the time that Sandra had finished the presentation to the employees,she had spoken for one and one-half hours and had shown 24 visual aids.No one asked a question.The employees were probably dealing with which of the following barriers to effective communication?

A)information overload
B)selective perception
C)receiver emotions
D)filtering

Question 77

George held a meeting with the work team to determine what had gone wrong.It was determined that members of the work team had varied experiences,different technical backgrounds,and conflicting perceptions and attitudes that interfered with their understanding of the assignment.These differences created which element of the interpersonal communication process?

A)encoding
B)noise
C)decoding
D)feedback

Question 78

The accountant,in particular,told George that he had difficulty understanding some of the technical terms used in the memorandum.These technical terms are commonly known as ________.

A)filtered vocabulary
B)slang
C)noise
D)jargon

Question 79

The team advised George that they had started to work on the project.George noticed immediately that the work team did not appear to be following the guidelines in his memorandum.The work team's performance provided which element of the interpersonal communication process?

A)noise
B)decoding
C)feedback
D)the message

Question 80

Which of the following can Sandra do to overcome these barriers to effective communication?

A)enhance emotions
B)listen passively
C)avoid feedback
D)watch nonverbal cues