Deck 1: Communicating at Work

Question 1

"Channels" of communication are defined as

A) gestures.
B) digitized messages.
C) significant gaps in understanding.
D) methods used to deliver a message.

Answer 1

D
Explanation: The channel is the method used to deliver a message.

Question 2

Which of the following statements describes communication most accurately?

A) When we experience a misunderstanding, better communication can always solve the problem.
B) The meaning of every message we send is affected by the communication context.
C) Fortunately, if we have hurt someone's feelings by our words, we can erase all bad feelings by apologizing.
D) Honest people will not face ethical challenges as they communicate at work.

Answer 2

B
Explanation: To understand a communication event, we need information about the context of the communication.

Question 3

Which of the following is NOT an accurate statement?

A) William Schaffer, International Business Development Manager for Sun Microsystems has stated, "If there's one skill that's required for success in this industry, it's communication skills."
B) There is a significant difference between communication skills of physicians with and without malpractice claims.
C) Workers in high-tech fields do not need good communication skills.
D) Poor communication is one of the most common reasons for errors in shooting among officers of the Los Angeles Police Department.

Answer 3

C
Explanation: Communication ability is often cited as the most important factor in making an executive promotable.

Question 4

Fatima asks "What time will the meeting start?" Fatima's words are an example of a

A) channel.
B) decoding.
C) message.
D) context.

Question 5

If you make a harsh and unkind comment to someone

A) he/she will forgive and forget, as long as you apologize later.
B) you can erase the unkind comment from their mind by giving the individual a compliment the next day.
C) he/she is likely to remember the comment for a long time.
D) your unkind comment will have little impact if it occurred during an argument, because unkind behavior is expected in that context.

Question 6

Which of the following is NOT one of the elements of the communication process described in the text?

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

Question 7

According to the text,which of the following statements is TRUE?

A) You cannot not communicate.
B) Most communicators at work send more messages than they receive.
C) It is possible to take back a message after another person has received it.
D) Chronological context has little to do with successful communication.

Question 8

A degree in communication is good preparation for a career in all of the following fields EXCEPT:

A) Publishing.
B) Organizational affairs.
C) Government affairs.
D) Communication is good preparation for a career in all of these fields.

Question 9

The text identifies three goals of strategic messages.During office meetings,Sara expresses her respect for her boss by listening attentively,nodding,and taking notes.Through her actions,Sara is illustrating a __________ message.

A) sequential message
B) content message
C) relational message
D) structured message

Question 10

The activity of selecting words and/or nonverbals to express your ideas is known as

A) feedback.
B) context.
C) encoding.
D) decoding.

Question 11

Communication is

A) irreversible.
B) reversible.
C) avoidable.
D) a panacea

Question 12

All of the following are true about strategic communication EXCEPT

A) Our messages include both instrumental and relational aspects.
B) It is unethical to use communication strategies to achieve our goals.
C) It is possible to communicate strategically, while still respecting others' rights and needs.
D) Identity management involves purposefully trying to make a certain type of impression through our communication.

Question 13

____________ refers to the words a person uses to communicate ideas.

A) The message
B) Nonverbal communication
C) Physical noise
D) The channel

Question 14

Which of the following describes most accurately the potential of effective communication?

A) If you develop good communication skills, you can get what you want all the time.
B) If you spend enough time communicating with someone about a misunderstanding, you'll always be able to find a solution that you both like.
C) If you improve your communication skills, you can increase your effectiveness in personal and business relationships.
D) If two people understand each other's messages, they will never disagree.

Question 15

Your text states that communication is a process.This means that

A) to understand communication, we need to examine the context in which it occurs.
B) effective communication is efficient.
C) every message we send is an isolated event.
D) communication is avoidable.

Question 16

In the Model of Communication,the "sender" refers to a person who is

A) encoding ideas into words or nonverbals.
B) interpreting words and gestures.
C) buying a stamp for a letter.
D) bilingual.

Question 17

Which of the following is NOT identified in your text as a strategic goal?

A) Relational communication
B) Unintended communication
C) Instrumental communication
D) Identity management

Question 18

Georgia believes that she will get what she wants if she simply communicates in the "correct" way.Which of the principles of communication does Georgia fail to understand?

A) One cannot not communicate.
B) Communication is irreversible.
C) Communication is unavoidable.
D) Communication is not a panacea.

Question 19

When your text states that communication is unavoidable,it means that

A) if you're absent from a meeting, you are not communicating at all.
B) all communication is unintentional.
C) people will probably attach meaning to your actions, even when you don't intend to communicate something.
D) true communication occurs only when we are face to face with another person.

Question 20

Which of the following is NOT true about individuals communicating in today's organizations?

A) Many recruiters believe that the main factors contributing to job success in corporate America are the ability to work with others and effective communication skills.
B) More than 60% of reported medical errors have been attributed to poor communication.
C) The average business executive spends more than 45 minutes to an hour communicating.
D) Due to advanced technology, good communication skills are less important in the 21^st century than in they were in the 20^th century.

Question 21

Which type of communication should be used if you are presenting ideas when you need to gather instantaneous feedback?

A) written communication
B) voice mail
C) teleconferencing
D) face-to-face communication

Question 22

Richard works for a small local newspaper as the advertising manager.Richard thinks he has been giving his subordinates plenty of encouragement because he says "thank you" when they turn in their projects.However,Richard has just discovered that most of his subordinates think Richard isn't providing enough praise and encouragement.This example illustrates that

A) meaning resides in the words of the sender.
B) the verbal channel is fatally flawed.
C) there is no guarantee that a message will be understood as the sender intended.
D) Richard is a good supervisor.

Question 23

Which of the following is a disadvantage of using face-to-face communication over other communication channels?

A) There is lag time between transmission and reception of the message.
B) Face-to-face communication reduces your ability to hold the receiver's attention.
C) It is often difficult to schedule a time to meet face-to-face.
D) It is more difficult to develop effective relationships with individuals when you use face-to-face communication.

Question 24

Rheanna knows she deserves a raise for her high-quality performance on the job.However,she has heard that her new boss dislikes people with Texas accents.Since Rheanna has a strong Texas accent,she decides to wait six months before she asks for a raise.She hopes the boss will know her well enough by then so that he will pay attention to her work instead of her accent.Which context has contributed most to Rheanna's decision to wait?

A) physical context
B) chronological context
C) social context
D) spatial context

Question 25

Angelia has recently begun making a lot of mistakes on her day job.She has not been listening attentively to her supervisor's instructions.Angelia is no longer attentive because she is exhausted.She has taken on a second job at night so she can pay off her credit card debt.In the above example,which type of noise is causing a breakdown in the communication process between Angelia and her supervisor?

A) physiological noise
B) defensiveness
C) supervisory noise
D) subtle noise

Question 26

The role of the receiver is to

A) send messages
B) attach meaning to words they hear
C) encode messages
D) act as a messenger

Question 27

Egotism is an example of _________________ that interferes with effective communication.

A) physical noise
B) encoding
C) a channel
D) psychological noise

Question 28

Which of the following would NOT provide feedback to the sender?

A) deciding not to answer a phone message from your ex-girlfriend
B) browsing through a company's catalog to see what styles of shoes they offer
C) falling asleep during a boring meeting
D) sending a letter to the editor of your local newspaper in response to an article the paper published

Question 29

When an individual attaches meaning to the message he/she receives,which of the following components of the communication process has occurred?

A) encoding
B) decoding
C) channeling
D) transmission

Question 30

Instant messaging (IM)

A) is an effective medium for sending confrontational messages.
B) requires us to pay attention to specific politeness norms, such as asking "How are you?" before we begin our conversation.
C) is a very rich communication channel.
D) works well for short messages, but is rarely effective for complex conversations.

Question 31

When management chooses a written format to communicate a decision to employees,an important characteristic of the written message is that

A) there is no legal record of the communication.
B) there is a permanent record of the message.
C) it provides a forum for discussing management decisions.
D) it is easy to improvise when using written communication.

Question 32

The chronological context of a conversation refers to

A) the time of day or time of year when you are communicating.
B) communicating at the workplace cafeteria.
C) communicating with someone older than you.
D) communication practices in Latino cultures.

Question 33

Which of the following is NOT a suggested guideline for using cell phones?

A) Give your cell phone priority over face-to-face conversations; the person you are with can wait while you answer your phone.
B) If you receive a call from a very important client while you are in a meeting, excuse yourself from the meeting to answer the call.
C) Avoid selecting an irritating ring such as a repetitive song.
D) Refrain from using your cell phone in public places where others may be forced to overhear you, such as a classroom.

Question 34

The channel of communication that has the highest level of nonverbal "richness" is

A) face-to-face communication.
B) instant messaging.
C) voice mail.
D) snail mail.

Question 35

The channel of communication recommended for messages of a highly personal nature is

A) e-mail.
B) oral communication.
C) a formal letter.
D) instant messaging.

Question 36

Which of the following is NOT a guideline for voice mail etiquette?

A) Plan your message in advance so you won't ramble.
B) Leave a message that contains as much detail as possible so the receiver won't have to call you back for clarification.
C) State your name and phone number near the beginning of the message so the receiver won't have to replay the entire message to hear your number repeated.
D) Leave both your first and last name in the message unless the receiver knows you very well.
E) Speak slowly and clearly so the recipient can take accurate notes on your message.

Question 37

One significant characteristic of e-mail is that

A) it is a synchronous form of communication.
B) it can become a drain on your productivity.
C) it has been shown to impair personal relationships on the job.
D) you can enhance your "human touch" at work by refusing to use e-mail.

Question 38

Josefina was so angry that she didn't even hear her brother's apology.Which type of noise hindered Josefina's ability to accurately decode her brother's message?

A) physical
B) psychological
C) physiological
D) external

Question 39

The cultural context of a conversation refers to the impact of

A) generational differences.
B) geographical location.
C) national backgrounds of the speakers.
D) All of these comprise the cultural context of a conversation.

Question 40

You should choose written communication in preference to other channels when

A) you want to ponder each word before you send it out, to decrease your chance of making errors.
B) the situation requires a personal touch.
C) you want to save time.
D) there is a need for immediate feedback.

Question 41

A subordinate makes suggestions to her supervisor about ways to improve work conditions.This is an example of

A) downward communication.
B) social communication.
C) horizontal communication.
D) upward communication.

Question 42

Networking refers to

A) tennis tournaments run by the organization.
B) developing contacts to gain career information and to help others in their careers.
C) paying more attention to your boss than to your administrative assistant.
D) comparing several software programs and selecting the best one.

Question 43

The text suggests all of the following as ways to gain recognition from your boss except

A) tell the boss that you deserve most of the credit when the project was actually a team creation.
B) have your ideas printed in the company newsletter.
C) thank coworkers who help you with projects.
D) present creative proposals to your boss.

Question 44

If you want to cultivate your informal networks in an organization,you should

A) treat people at all levels of the organization with gratitude and respect.
B) nurture friendships primarily with those who are in top management positions.
C) guard your expertise by keeping valuable information to yourself.
D) impress your coworkers by describing how you were able to gain some special privileges.

Question 45

Upward communication

A) may be risky for employees.
B) usually involves criticism.
C) is avoided by effective managers.
D) is usually open and honest.

Question 46

Formal communication networks in organizations can be described by all of the following EXCEPT:

A) information sent through formal networks tends to be believed less than information heard through informal networks.
B) formal networks embody management's idea of who ought to communicate to whom on the job.
C) formal networks are workplace communication flow as described in organizational charts.
D) formal networks are the most rapid form of communication in an organization.

Question 47

An open-door policy and suggestion boxes are examples of ways to encourage

A) upward communication.
B) downward communication.
C) lateral communication.
D) horizontal communication.

Question 48

The CEO has promised all employees a 5% raise next year if they will forego a raise this year.The CEO's administrative assistant tells you during a coffee break that there will probably be no raise next year either,despite the CEO's promises.The assistant's words illustrate the __________ function of informal communication.

A) contradicting
B) confirming
C) expediting
D) circumscribing

Question 49

The owner of a small car dealership wanted to find a way to discourage the amount of horizontal communication that was occurring among salesmen because he (mistakenly)thought their conversations were reducing the company's sales levels.He implemented a bonus plan that required sales personnel to compete against one another to keep their jobs.In the above example,which of the following forms of discouragement is the owner using to limit horizontal communication at his company?

A) rivalry
B) specialization
C) information overload
D) physical barriers

Question 50

Which of the following is NOT an example of downward communication?

A) A supervisor explains to an employee why a new set of procedures is being implemented.
B) An employee talks to a coworker in a sneering tone of voice.
C) The CEO of a company presents a motivational speech to all the sales representatives.
D) The HR manager gives a presentation to her staff about a new procedure.

Question 51

Three nurses from the evening shift at the Holy Heart Hospital told their supervisor their ideas for some new procedures that would improve the way patients' needs are tracked.The supervisor listened to the nurses' suggestions and implemented them.The nurses' suggestions illustrate

A) downward communication.
B) upward communication.
C) horizontal communication.
D) inappropriate communication.

Question 52

Informal communication includes all of the following except

A) the grapevine.
B) a comment about your boss that you overhear as you walk down the hall.
C) performance appraisals.
D) conversations around the water cooler.

Question 53

Communication through informal networks in an organization

A) is slower than communication through formal communication networks.
B) is always less dependable than communication through formal channels.
C) sometimes contradicts information received through formal networks.
D) hinders innovation.

Question 54

The definition for a formal communication network is

A) a system designed by management that determines who talks to whom to get a job done.
B) management by walking around.
C) downward communication.
D) interacting with people who share your career interests.

Question 55

Which of the following is true about the role of communication networks in organizations?

A) Small organizations do not have any formal communication networks.
B) All organizations use the same type of formal communication structure.
C) Formal communication networks are designed by management.
D) A communication network eliminates the presence of conflicting information in an organization.

Question 56

Effective downward communication

A) can be used to give employees feedback about their performance.
B) is unnecessary when things are running well in an organization.
C) is delivered too frequently by most managers.
D) takes very little time or effort.

Question 57

Instant messaging (IM)is a good choice for communicating messages when

A) you don't want to leave a permanent record of your communication.
B) you want to multitask and send messages while attending an important meeting.
C) you are sending a short, non-confrontational message to someone who is available to communicate with you at that moment.
D) you need to finish a delicate conversation that was interrupted the day before.

Question 58

All of the following elements discourage effective horizontal communication EXCEPT

A) information overload.
B) physical barriers.
C) rivalry.
D) cross-training employees in several areas.

Question 59

Maria and Adnan work in different departments of the same company.They discovered that it was much quicker to e-mail each other for information they needed from each other's departments than to wait for the official company newsletter to arrive.This is an example of the __________ function of informal communication.

A) confirming
B) expanding
C) expediting
D) contradicting

Question 60

Employees who feel free to express dissenting ideas to their bosses without fear of reprimand are often more _________________ than those who do not feel free to express dissent.

A) satisfied
B) dissatisfied
C) ornery
D) complacent

Question 61

Communication skills are important in people-oriented careers but not in high-tech jobs.

Question 62

Fax,e-mail,and voice mail are examples of communication channels.

Question 63

If you forget to respond to a voice mail,your lack of response provides feedback to the person who called.

Question 64

Your mother meets you at the door after a date and says,"Tell me all about it!" You glance at her and walk straight to your room without saying a word.In this situation,you have been able to avoid communicating,even though another person was present.

Question 65

Because messages can be decoded in more than one way,misunderstandings often arise.

Question 66

Because communication is an ongoing process,it isn't important to think before you speak.You can erase any negative impact of your words by apologizing later.

Question 67

We often communicate strategically,for purposes such as identity management.

Question 68

Some experts have estimated that the average business executive spends about 45 minutes out of every hour communicating.

Question 69

A recent survey suggests that many students overestimate their own communication competence and underestimate the importance of effective communication in the workplace.

Question 70

The utilitarian approach to communication ethics considers communication to be ethical if

A) you treat others as you would want to be treated.
B) you would be judged as ethical by a board of your professional peers.
C) you would be judged as ethical by the public if it appeared on a prime-time broadcast.
D) an act brings good to a majority of people over time.

Question 71

The communication model shows that the receiver often does not understand the message in the way the sender intended.

Question 72

One rule that should guide a mentoring relationship is:

A) A woman should not seek a mentor because it may create the impression that she lacks confidence.
B) Ask your mentor to help you when you are seeking promotion.
C) Build an empathic relationship with your mentor by sharing personal information.
D) If your mentor shares personal insights with you, keep them confidential.

Question 73

The instrumental aspect of messages is more important than the relational meaning of messages.

Question 74

Dmitri doesn't like Val,one of his co-workers.Dmitri started to send an e-mail to his workgroup,falsely accusing Val of stealing company supplies.Before clicking "Send," Dmitri re-read his message.He decided to delete the message instead of sending it,fearing that his work team members might consider his e-mail to be inappropriate.Which ethical consideration did Dmitri use in his decision to behave in a principled manner?

A) Publicity Test
B) Common Good approach
C) Professional Ethic
D) Utilitarian approach

Question 75

Spoken messages have a relational dimension.

Question 76

All of the following methods are recommended for cultivating personal networks except

A) express appreciation when others give you helpful information.
B) put people in touch who might benefit from knowing one another.
C) gather secondary referrals from your personal acquaintances.
D) trust only those employees who have been in the organization for a long time and who hold positions higher than yours.

Question 77

As the workplace and world become more technological,the need for human communication skills is diminished.

Question 78

Strategic communication is almost always unethical.

Question 79

Jordan had planned to deliver a persuasive speech encouraging his classmates to buy Hummers so they could be "cool." After researching his topic,however,Jordan decided to encourage his classmates to use public transit instead,because he felt that this choice would help reduce U.S.dependency on oil and contribute to bluer skies for future generations.When Jordan chooses communication intended to bring the greatest good to the greatest number of people over time,he is using the _______________ principle of ethical communication.

A) Professional Ethic
B) Utilitarian Approach
C) Justice Approach
D) Publicity Test

Question 80

When people select a word to express their thoughts,this is called decoding.