Deck 16: Promoting Effective Communication

Question 1

In a circle network, every team member communicates with every other team member.

Answer 1

False
Explanation: In a circle network, group members communicate with others who are similar to them in experiences, beliefs, areas of expertise, background, office location, or even where they sit when the group meets.

Question 2

Like wheel networks, chain networks also exist in teams.

Answer 2

False
Explanation: Like wheel networks, chain networks tend not to exist in teams because of the limited amount of interaction among group members.

Question 3

Perceptual biases help make communication more effective.

Answer 3

False
Explanation: Perceptual biases can hamper effective communication.

Question 4

Communication can still take place even in the absence of a common understanding.

Question 5

Managers should encourage employees to change their linguistic styles to match the organization's culture.

Question 6

Vertical communication occurs when Scott, divisional manager of production, discusses business issues with Susan, divisional manager of marketing.

Question 7

A disadvantage of intranets is their lack of versatility as a communication medium.

Question 8

A disadvantage of intranets is that they can only be used by people who have expertise in computer software.

Question 9

In the _____ phase, a common understanding is ensured.

A)transmission
B)schema
C)initiation
D)simulation
E)feedback

Question 10

Which of the following is true about communication?

A)It takes place even if a common understanding is not reached.
B)It does not involve individuals and groups; hence is not a human endeavor.
C)It is a necessity for gaining a competitive advantage.
D)It affects the responsiveness to customers negatively.
E)It plays little or no role in improving the quality or efficiency.

Question 11

The grapevine is a formal communication network along which official, accurate information flows.

Question 12

Information richness is the amount of information that a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

Question 13

Gary wishes to share vital information with his offshore team members in London.When he starts the transmission phase, Gary is the sender.

Question 14

People have greater control over nonverbal communication than verbal communication.

Question 15

The feedback phase of a communication process is initiated by a receiver who then becomes the sender.

Question 16

RST Global increased its responsiveness to customers by encouraging its sales representatives to talk freely with their managers about the changing customer needs.Which of the following is most likely to be the factor that helped RST achieve this?

A)low information richness
B)overload of information
C)high perceptual bias
D)good communication
E)effective electronic trail

Question 17

Malvin plans to update the production process to take advantage of new and more efficient technologies.He will also train workers to operate the new technologies and to expand their skills.These actions

A)will increase responsiveness.
B)will increase efficiency.
C)will initiate the transmission phase.
D)may cause information overload.
E)will increase information richness.

Question 18

______ is the process by which a message is interpreted by the receiver.

A)Encoding
B)Decoding
C)Encrypting
D)Ciphering
E)Obscuring

Question 19

Face-to-face communication and electronically transmitted verbal communication both demand attention.

Question 20

Horizontal communication occurs when Scott communicates among his subordinates.

Question 21

Drake would often come in late to work in spite of repeated, formal warnings by his manager.Drake's manager, Matt, lost his patience and fired him.In the event that Drake sues Matt for unjustly firing him, which of the following, if true, would help Matt win the case?

A)Matt always promotes the use of collaboration software.
B)Matt always refuses to participate in the grapevine.
C)Matt is not particularly fond of the management by wandering around technique.
D)Matt kept a paper or electronic trail of his formal warnings.
E)Matt has a tendency toward stereotyping employees.

Question 22

_____ is the encoding of messages into written words.

A)Verbal communication
B)Nonverbal communication
C)Perceptual communication
D)Facial communication
E)Postural communication

Question 23

Verbal communication involves encoding messages by means of

A)spoken language.
B)body language.
C)dressing styles.
D)facial expressions.
E)body postures.

Question 24

In the communication process, decoding is the process of

A)removing anything that hampers any stage of the communication process.
B)deciding what message to send to the original sender.
C)translating a coded message back to its original form.
D)coding a message into symbols or language.
E)selecting an appropriate communication medium over which information can be effectively communicated.

Question 25

The sharing of information by means of facial expressions and body language is known as

A)vociferation.
B)verbal communication.
C)nonverbal communication.
D)biased communication.
E)perceptual communication.

Question 26

Which of the following is true about perceptions?

A)Perceptions are not influenced by people's attitudes and moods.
B)Perceptions of senders and receivers play no role in the encoding and decoding of messages.
C)Perceptions of senders and receivers play a negligent role in choosing the communication medium.
D)Perceptions are inherently objective and are based on accurate information.
E)Perceptions, if accurate, can contribute to effective communication.

Question 27

Brian, the president of Midland Manufacturing, strolls through the production plant every morning and chats with employees.The discussions are often about work matters so the manager can share information with the employees and also establish a positive relationship with them.Which of the following management techniques does Brian use?

A)prerogative management
B)management by objectives
C)management by accounting
D)management by job enrichment
E)management by wandering around

Question 28

Gary wishes to share some information with his offshore team members in London.When he starts the transmission phrase in the communication process, Gary is the

A)encoder.
B)messenger.
C)decoder.
D)receiver.
E)sender.

Question 29

_____ is the amount of information a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

A)Nominal information
B)Information richness
C)Information inadequacy
D)Information overload
E)Information distortion

Question 30

Joey nodded his head to let his manager know he would accept the assignment.Joey's nodding in agreement is a form of

A)verbal communication.
B)nonverbal communication.
C)vociferation.
D)documented communication.
E)catalogued communication.

Question 31

Which of the following is true about feedback and the feedback phase of the communication process?

A)The feedback phase is initiated by the original sender.
B)In the feedback phase, the original sender decides what message to send to the receiver.
C)In the feedback phase, the original receiver becomes the sender.
D)Feedback gives rise to misunderstandings.
E)Feedback keeps the senders and receivers from reaching a common understanding.

Question 32

_____ is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them.

A)Communication
B)Perception
C)Collaboration
D)Transmission
E)Feedback

Question 33

In the transmission phase of the communication process, the information that a sender wants to share is known as the

A)code.
B)medium.
C)message.
D)trail.
E)noise.

Question 34

In the communication process, encoding is the process of

A)removing anything that hampers any stage of the communication process.
B)translating a message into symbols.
C)translating a coded message back to its original form.
D)selecting an appropriate communication medium for the information that is to be communicated.
E)deciding what message to send to the original sender.

Question 35

In the communication process, the feedback phase is initiated by the

A)decoder.
B)original sender.
C)messenger.
D)receiver.
E)encoder.

Question 36

Which of the following is true about nonverbal communication?

A)It includes encoding messages into written words.
B)Messages that cannot be sent through verbal channels can't be communicated nonverbally either.
C)It can be controlled more easily than verbal communication.
D)It reinforces verbal communication.
E)It cannot be used in congruence with verbal communication.

Question 37

_______ is a face-to-face communication technique in which a manager goes to a work area and talks informally with employees about issues and concerns.

A)Management by exception
B)Management by objectives
C)Micromanagement
D)Macromanagement
E)Management by wandering around

Question 38

Which of the following is true about face-to-face communication?

A)It is low in information richness.
B)It enables managers to receive instant feedback.
C)It increases ambiguity.
D)It allows managers to cycle through the communication process only once to reach a common understanding.
E)It cannot be used to communicate complex information.

Question 39

Which of the following communication media has the highest information richness?

A)personally addressed written communication
B)spoken communication electronically transmitted
C)face-to-face communication
D)impersonal written communication
E)communication by means of e-mail

Question 40

Which of the following is an example of nonverbal communication?

A)a manager e-mailing his subordinates about an upcoming office party
B)a manager publicly praising one of his subordinates during a regular team meeting
C)a manager handing out a notice of termination to an underperforming employee
D)a manager frowning with disapproval at the sight of an employee who is dressed inappropriately
E)a manager announcing a reward for successful employee referrals in a notice posted in the office lounge

Question 41

In which of the following communication networks do group members communicate with only those who are similar to them in experiences, beliefs, areas of expertise, background, office location, or even where they sit when the group meets?

A)wheel network
B)chain network
C)all-channel network
D)circle network
E)vertical network

Question 42

William works with a group of pest control experts at Super PC.His supervisor manages the appointments with clients, and then assigns the scheduled appointments to the members in the group.All communication is directed to and from the supervisor.William works in a(n) _____ network.

A)circle
B)all-channel
C)chain
D)wheel
E)cubic

Question 43

Which of the following is true about a wheel network?

A)In a wheel network, members communicate with one another in a predetermined sequence.
B)In a wheel network, all the members of a group need to communicate with one another to perform at a high level.
C)In a wheel network, a group accomplishes its goals by directing communication to and from a central member.
D)In a wheel network operating in command groups, the efficiency of communication is low.
E)In a wheel network operating in command groups, performance is compromised.

Question 44

A _____ is a company-wide system that allow managers to send and receive verbal electronic messages over telephone lines even when they are hundreds of miles away from the office.

A)grapevine system
B)voice mail system
C)blog
D)instant-messaging system
E)groupware collaborative system

Question 45

Which of the following forms of communication is lowest in information richness?

A)e-mail
B)video conference
C)management by wandering around
D)voice mail
E)impersonal written communication

Question 46

Which of the following communication networks is often found in command groups with pooled task interdependence?

A)circle network
B)all-channel network
C)chain network
D)wheel network
E)cubic network

Question 47

In which of the following communication networks do members communicate with one another in a predetermined sequence?

A)chain network
B)wheel network
C)all-channel network
D)circle network
E)grapevine network

Question 48

Each week Douglas updates an online newsletter to share information about general topics related to the company.All of the company employees have access to the website.This is an example of _________ communication.

A)personal written
B)impersonal written
C)formal written
D)face-to-face
E)electronic verbal

Question 49

In which of the following communication networks do group members communicate with every other group member?

A)circle network
B)wheel network
C)all-channel network
D)cubic network
E)chain network

Question 50

______ is the pathway along which information flows throughout an organization.

A)An organizational structure
B)A communication network
C)An organizational culture
D)An organizational design
E)A cross-functional link

Question 51

Which of the following is a disadvantage of face-to-face communication?

A)It is low in information richness.
B)It is time-consuming.
C)It results in unwanted documentation of the information exchanged.
D)It can result in ambiguity and misunderstandings.
E)It allows managers to cycle through the communication process only once.

Question 52

_____ is the potential for important information to be ignored or overlooked (even that which is personally addressed) while tangential information receives attention.

A)Noise
B)Information richness
C)Information overload
D)Information distortion
E)Information circle

Question 53

The idea that managers tend to communicate more with other managers who share similar beliefs and experiences is represented by which type of communication network?

A)chain network
B)wheel network
C)circle network
D)groupware network
E)all-channel network

Question 54

Dillon's colleague said that he heard from another colleague in their department that their manager was getting a promotion.This example of informal organizational network through which unofficial information flows is called the

A)grapevine.
B)all-channel network.
C)wheel network.
D)circle network.
E)chain network.

Question 55

Lauren is a telecommuter.She

A)is employed by an organization but is permanently placed in a client location.
B)is employed by an organization but works out of her own home.
C)is employed by one organization but works for another client organization.
D)is self-employed.

Question 56

Which of the following is true about spoken communication electronically transmitted over phone lines?

A)It has the highest information richness as compared to other communication media.
B)It conveys extensive amounts of information.
C)Managers do not have access to the tone of voice.
D)It allows managers to observe body language and facial expressions.
E)It has the lowest information richness as compared to other communication media.

Question 57

Which of the following types of communication networks do self-managed teams within an organization typically have?

A)chain network
B)cubic network
C)circle network
D)all-channel network
E)wheel network

Question 58

Which of the following is true about impersonal written communication?

A)It is highest in information richness.
B)It is addressed to particular receivers.
C)It does not allow documentation of the messages exchanged.
D)It generally does not result in feedback.
E)It cannot be retrieved electronically.

Question 59

Which of the following communication media is the second highest in information richness?

A)face-to-face communication
B)personally addressed written communication
C)spoken communication electronically transmitted
D)impersonal written communication
E)communication by means of formal meetings

Question 60

Which of the following is true about a chain network?

A)It enables flow of information to and from one central member of the group.
B)It usually does not exist in teams.
C)It is found in groups with pooled task interdependence.
D)It does not require group members to communicate with each other.
E)It allows group members to only communicate with people who are similar to them in experiences.

Question 61

_____ is unofficial information that is of interest to the receivers within an organization but does not have an identifiable source.

A)Jargon
B)Rumor
C)Noise
D)Information enrichment
E)Bias

Question 62

Managers are most likely to successfully use groupware as a communication medium when

A)the work is individual-based.
B)the organization has a flexible culture.
C)groupware has little support from the top management.
D)the organization rewards employees for individual performance.
E)the organization has a rigid hierarchy.

Question 63

_____ is a person's typical way of speaking.

A)Empathy
B)Linguistic style
C)Managerial skill
D)Vocal pitch
E)Jargon

Question 64

The ______ is a global system of computer networks that is easy to join and is used by employees of organizations around the world to communicate inside and outside their companies.

A)Internet
B)intranet
C)grapevine
D)all-channel network
E)feedback network

Question 65

_______ is an internal, company-wide system of computer networks.

A)The Internet
B)An intranet
C)A grapevine
D)An all-channel network
E)A matrix network

Question 66

The ways in which men communicate emphasize

A)similarities.
B)status differences.
C)comradeship.
D)team spirit.
E)companionship.

Question 67

_____ is the specialized language that members of an occupation, group, or organization develop to facilitate communication among themselves that should never be used when communicating with people outside the occupation, group, or organization.

A)Code
B)Grapevine
C)Rumor
D)Groupware
E)Jargon

Question 68

_____ occurs when senders withhold part of the message because they think the receiver does not need the information.

A)Noise
B)Information enrichment
C)Filtering
D)Information overload
E)Information crash

Question 69

_____ occurs when the meaning of a message changes as the message passes through a series of senders and receivers.

A)Information enrichment
B)Noise
C)Information overload
D)Information distortion
E)Information collaboration

Question 70

Adeline is preparing to announce changes in policies and procedures, and she wants to make sure there will be some kind of written documentation that a message was sent and received.The need for an electronic trail will affect Adeline's choice of

A)information richness.
B)nonverbal communication.
C)a communication network.
D)verbal communication.
E)communication medium.

Question 71

Which of the following must managers do as senders of messages?

A)They must filter the information before sending.
B)They must encode messages in symbols that only they understand to maintain confidentiality.
C)They must select a medium which they are comfortable using irrespective of its appropriateness for the message.
D)They must select a medium that the receiver does not monitor.
E)They must ensure that a feedback mechanism is built into messages.

Question 72

Brianca uses _____ to communicate with other managers in different locations.This saves her time and money because she does not have to travel to meet face-to-face with the managers.

A)E-mail
B)teleconferencing
C)videoconferencing
D)faxing
E)instant messaging

Question 73

Jeremy and his colleagues use a software application that enables them to share and sync data, coordinate activities, and exchange ideas.The software application that enables Jeremy's team to share information with each other is called

A)a wheel network.
B)groupware.
C)an all-channel network.
D)a grapevine.
E)a chain network.

Question 74

Joe and Mateo just received some new guidelines from their manager.Joe is listening to Mateo and trying to understand Mateo's point of view.Joe is being

A)sympathetic.
B)empathetic.
C)aesthetic.
D)a good sender.
E)optimistic.

Question 75

Eric has a unique way of speaking.He pauses a lot and speaks in a slow monotone.This characteristic way of speaking is known as

A)information distortion.
B)linguistic style.
C)filtering.
D)vocal pitch.
E)information richness.

Question 76

A(n) _____ is the pathway through which an encoded message is transmitted to a receiver.

A)encoder
B)medium
C)decoder
D)electronic trail
E)transmission

Question 77

Marla is working on improving her communication skills.To be a good listener, Marla should

A)interrupt the sender when he or she is being unclear.
B)avoid looking directly at the sender to keep from embarrassing him or her.
C)paraphrase what the sender has said.
D)not ask questions.
E)repeat exactly what the sender said.

Question 78

In the transmission phase of the communication process, Doug is translating the message into symbols or language.Doug is the ____ and the translation process is called

A)receiver; encoding.
B)sender; decoding.
C)sender; encoding.
D)sender; collaboration.
E)receiver; decoding.

Question 79

Which of the following is true about communication among managers?

A)Perceptual biases make communication with their subordinates more effective.
B)Managers have greater control over nonverbal communication than verbal communication.
C)Communication with other managers can still take place, even in the absence of a common understanding.
D)Managers spend most of their time communicating.
E)Effective managers use only one communication medium.

Question 80

Which of the following is an element of linguistic style?

A)body language
B)facial expression
C)postures
D)gestures
E)tone of voice