Deck 9: Communication in the Digital Age

Question 1

_______ is the process of translating thoughts into a code or language that can be understood by others.

A) Choosing a medium
B) Analyzing media richness
C) Decoding
D) Encoding
E) Giving Feedback

Answer 1

D

Question 2

The four factors of media richness include Feedback,channel,type,and language source.

Answer 2

True

Question 3

"Your assignments are always late" is an example of good Feedback.

Answer 3

False

Question 4

Every management function and activity involves some form of direct or indirect communication.

Question 5

______ is a circular and dynamic process in which people interpret and make sense of the information they exchange.

A) Communication
B) Presentation
C) Listening
D) Feedback
E) Messaging

Question 6

Alicia is meeting with her study group.She is listening to the group,but is also worried about her dad who is scheduled for surgery tomorrow.She hasn't asked as many questions or provided much information as she usually does.Alicia will focus on the conversation for a while,but then sits back and stares ahead.This is an example of a(n)______ listener.

A) active
B) involved
C) passive
D) detached
E) empathetic

Question 7

Linguistic intelligence refers to a person's characteristic speaking pattern.

Question 8

Choosing an appropriate medium for communication depends only on the message's intended purpose and the type of audience.

Question 9

Restricting employees' use of social media at work can lead to losses in productivity.

Question 10

Anything that interferes with the transmission and understanding of a message is known as Feedback.

Question 11

Joseph wants Taylor to pick up some snacks to bring to a meeting.In this case,Joseph is the ______ (the person wanting to communicate information),and Taylor is the _______ (the person,group,or organization for whom the message is intended).

A) manager; subordinate
B) subordinate; manager
C) sender; receiver
D) receiver; sender
E) manager; receiver

Question 12

All communication involves a sender,message,and receiver.

Question 13

Language source ranges from natural body language and speech to numbers contained in a financial statement.

Question 14

Crowdsourcing occurs when companies invite other employees to contribute to particular goals and manage that process via the Internet.

Question 15

Listening effectiveness is positively associated with customer satisfaction but negatively related to employee job satisfaction.

Question 16

The perceptual model of communication depicts communication as a process in which

A) communication is 100 percent accurate.
B) communication needs are minimized.
C) receivers create meaning in their own minds.
D) there is no need to encode or decode messages.
E) Feedback is not important.

Question 17

Recent research has shown that employees' use of social media is related to increased job satisfaction,performance,and retention.

Question 18

Cross-cultural differences and nonverbal communication both can be sources of noise between senders and receivers.

Question 19

Communication competence is a performance-based index of an individual's abilities to effectively use communication behaviors in a given context.

Question 20

The capacity of a given communication medium to convey information and promote understanding is known as media fluency.

Question 21

Experts estimate that about ________ of every conversation is interpreted through nonverbal communication.

A) 10 percent
B) 20 percent
C) 30 percent
D) 50 percent
E) 65 to 95 percent

Question 22

Amy receives a note from Carrie,asking her to pick up some materials for a project from Staples.Amy does the shopping,but misses a few items because she can't decipher Carrie's writing.This is an example of

A) Feedback.
B) decoding.
C) encoding.
D) noise.
E) media richness.

Question 23

Sharon has to train several new freelancers on a fairly simple computer system used by XYZ Company.The freelancers are located in different states.Which of the following mediums serves her purpose?

A) one-on-one phone calls
B) text messages
C) e-mails
D) face-to-face meetings
E) webinars

Question 24

Which of the following is not a factor in media richness?

A) how fast it provides Feedback
B) how many visual and audio cues it provides
C) whether the communication is personal or impersonal
D) language source
E) whether a medium involves electronic methods

Question 25

As HR Director at a large manufacturing firm,it is Henry's responsibility to ensure that employees are properly compensated according to a biweekly time schedule.Many of Henry's employees chose to have their pay checks automatically deposited into their designated bank accounts.However,it is still necessary to inform these workers that their pay has been properly deposited.Which of the following communication media should Henry choose to convey this information?

A) video conference
B) telephone conversation
C) face-to-face conversation
D) e-mail
E) interactive medium

Question 26

Neil is attending a job fair.He knows that there is a lot of competition for these positions and wants to stand out.Neil practices his greeting and "elevator" pitch in front of a mirror.He brings copies of his résumé and business cards.On each card,he notes his blog site address.On the blog,he has comments on several recent articles about new technologies in this field.Neil is maximizing

A) media richness.
B) media noise.
C) media expense.
D) media exposure.
E) media competence.

Question 27

Harry is thinking about meeting Connie.He writes a text message to Connie,inviting her for a drink at the local bar.This is an example of

A) decoding.
B) Feedback.
C) noise.
D) encoding.
E) miscommunication.

Question 28

Therese is making a presentation in one of her classes.Her PowerPoint slides contain several arithmetic errors that Kathy is finding distracting.This is an example of

A) Feedback error.
B) encoding error.
C) decoding error.
D) noise.
E) failure of cross-cultural communication.

Question 29

Jennie and Lacey are having an argument.As Lacey speaks,Jennie crosses her arms and looks at the ground.Lacey gets the message even thought Jennie isn't saying anything.Jennie is using ________ in the conversation with Lacey.

A) passive Feedback
B) unspoken noise
C) nonverbal communication
D) coaching
E) reinforcement

Question 30

Rebecca e-mailed a wedding invitation to her cousin Shawn.A few days later,she got a reply saying that he can't make it to the wedding because he will not be able to get any vacation.In the communication process,Shawn's reply is an example of

A) noise.
B) Feedback.
C) encoding.
D) decoding.
E) jargon.

Question 31

______ is the richest form of communication.

A) E-mail
B) Twitter
C) Phone conversations
D) Face-to-face exchanges
E) Newsletters

Question 32

When a receiver expresses a reaction to the sender's message,he or she is

A) decoding.
B) encoding.
C) providing Feedback.
D) providing noise.
E) understanding.

Question 33

Professor Marsden explains to the class that he wants the assigned paper submitted for review at several points in the research process.Lydia notes that she has to submit the paper multiple times.Marcy notes that the paper has to be reviewed before it is final.This reflects the ______ of communication.

A) Feedback method
B) encoding aspect
C) perceptual model
D) comprehension role
E) noise factor

Question 34

Communication competence is

A) the ability of a person to choose the right medium.
B) sensitivity to media richness.
C) an individual's ability to effectively use communication behaviors in a given context.
D) an individual's ability to listen actively.
E) an individual's ability to interpret nonverbal communication.

Question 35

Dana is trying to talk to a client from Russia,but his Russian accent is so thick that she can hardly understand what he is saying.In this situation,________ hampers Dana's communication with her client.

A) the use of jargon
B) a semantic barrier
C) noise
D) genderflex
E) low media richness

Question 36

Cyrus accepts a position as a part-time clerk at a small hardware store.His manager,Max,wants to confirm Cyrus's hours for the next 10 days.This is a fairly routine and predictable situation,so Max

A) e-mails a follow-up to Cyrus.
B) asks his lawyer to contact Cyrus.
C) schedules a meeting with Cyrus.
D) videoconferences with Cyrus.
E) mails a handwritten note to Cyrus.

Question 37

Raj is listening to his parents,who are unhappy about his grades.He is sitting in the chair,with his legs crossed and arms folded.Raj is communicating

A) defensiveness.
B) immediacy.
C) liking.
D) happiness.
E) boredom.

Question 38

Marianne is in her business statistics class,sitting by Darius.Darius is holding his cell phone under the desk,texting someone,and it is distracting Marianne from listening to the professor's lecture.This is an example of

A) Feedback error.
B) encoding error.
C) decoding error.
D) noise.
E) failure of cross-cultural communication.

Question 39

______ is one advantage of having a face-to-face conversation.

A) Immediate Feedback
B) Speed of communication
C) Additional noise
D) A written record
E) Creating an impersonal, formal mood

Question 40

Sharon is the Director of Human Resources at a company that is undergoing a merger with another organization.As a result of the merger,a portion of the combined workforce will be laid off.Sharon understands that even with a lucrative severance package,the news will adversely affect the lives of these employees.Therefore,she wants to break the news to them in a sensitive manner so as to maintain the company's image.Which of the following is the most appropriate communication medium to use in this situation?

A) face-to-face conversation
B) voice mail
C) personal e-mail
D) memo
E) letter

Question 41

Eileen is on a five-person team in her business strategy class.The team is responsible for participating in a 10-week simulation of a firm in the airline industry.Eileen contributes frequently in discussions in the twice-weekly team meetings.She is exhibiting the ______ style of listening.

A) active
B) involved
C) passive
D) detached
E) immediate

Question 42

Manash pays attention in his management class,where the professor has entertaining,interesting visual aids.At times,he makes good eye contact with the professor,and occasionally raises his hand to ask questions.On other days,he is quiet and his eyes are on his notebook.He is exhibiting the ________ style of listening.

A) active
B) involved
C) passive
D) detached
E) motivated

Question 43

Women are more likely to _______ compared to men.

A) share credit
B) hide emotions
C) communicate more aggressively
D) interrupt others
E) see conversations as a way to maintain the upper hand

Question 44

We have the cognitive capacity to process words at a much higher rate than people speak.Which of the following can result from this?

A) We can hear and analyze at the same time.
B) We hear everything whether we process it or not.
C) We do not need to pay attention to nonverbal cues.
D) We can anticipate what the person will say next.
E) We miss or lose some of what we hear.

Question 45

Leaning backward or gesturing with palms facing up communicate _______,a term used to represent availability for communication.

A) immediacy
B) sorrow
C) liking
D) happiness
E) boredom

Question 46

Dylan and Jack are playing a game of chess.Jack wins,and then he touches Dylan on the shoulder and says "good game." What does this communicate?

A) Jack is defensive about his win.
B) Jack is feeing superior.
C) Jack likes Dylan.
D) Jack wants Dylan to be happy.
E) Jack is bored.

Question 47

Positive nonverbal actions include all of the following except

A) nodding your head.
B) smiling.
C) speaking very slowly.
D) leaning forward.
E) maintaining eye contact.

Question 48

Malcolm's boss just came into his office,obviously upset,and said,"I'm tired of you being late all the time on these projects.You need to clean up your act!" Malcolm is likeliest to respond by

A) becoming an active listener.
B) becoming defensive.
C) correcting his problems immediately.
D) increasing the effort he puts into his work.
E) experiencing increased job satisfaction.

Question 49

In regard to differences in how men and women communicate,in general

A) males are expected to hide their emotions.
B) males are expected to communicate less aggressively.
C) females focus less on rapport.
D) females give less confirmation and support.
E) differences between males and females are insignificant.

Question 50

Silvio is a member of the student ethics committee.In meetings,he sometimes appears to be paying attention,but at other times does not appear to be tracking the conversations.He rarely contributes to the discussions.He is exhibiting the __________ style of listening.

A) active
B) involved
C) passive
D) detached
E) motivated

Question 51

_________ is a set of culturally learned signals by which we communicate what we mean and interpret others' meanings and evaluate one another as people.

A) Linguistic intelligence
B) Linguistic style
C) Active style
D) Defensive communication style
E) Linguistic source

Question 52

_________ occurs when people perceive that they are being attacked or threatened.

A) Offensiveness
B) Assertiveness
C) Aggression
D) Defensiveness
E) Passivity

Question 53

Linguistic style includes all of the following except

A) use of stories.
B) pacing and pausing.
C) word choice.
D) nonverbal behavior.
E) use of jokes.

Question 54

Roberto is meeting with Professor Plum in his office during advising hours.As Roberto is describing the problems he is having in his accounting course,Professor Plum is checking his e-mail.Professor Plum is exhibiting the ________ style of listening.

A) active
B) involved
C) passive
D) detached
E) motivated

Question 55

Younger employees also are more likely to use the Internet and social media to accomplish their tasks.This is an example of the ___________ that represent the key issue when considering communication across generations.

A) expectations and norms
B) rules and regulations
C) corporate policies and procedures
D) FCC laws
E) statements by management

Question 56

There are two competing explanations about the origin of linguistic styles between men and women: ______ and ______.

A) hierarchy of needs; Darwinian perspective
B) Erikson's theory; psychoanalytic theory
C) social role theory; hierarchy of needs
D) psychoanalytic theory; social perspective
E) evolutionary psychology; social role theory

Question 57

Negative nonverbal communication skills include avoiding eye contact,________,and speaking too fast.

A) smiling
B) crossing your arms
C) touching someone
D) leaning forward
E) nodding your head

Question 58

Which of the following is not a suggestion as to improving communications between generations?

A) Match the degree of formality with the culture.
B) Use a variety of communication tools.
C) Avoid stereotypes.
D) Be aware of different values and motives.
E) Embrace the most current technology.

Question 59

Why is it critical for managers to develop policies and procedures governing the appropriate use of social media?

A) They need to ensure that social media will always be beneficial to the organization.
B) It can create many legal, financial, and personnel risks.
C) It can make employees happy to keep up with their friends during the day.
D) People are always more productive using social media.
E) It's more efficient than having employees make personal calls at work.

Question 60

If a manager wants to reduce the chances of an employee becoming defensive,he or she should

A) be controlling.
B) be evaluative.
C) exhibit empathy.
D) act superior.
E) act superior.

Question 61

Otto is convinced that social media offers many benefits for employees and wants to institute a plan at Compass Inc.Which of the following is a potential benefit for employees?

A) increased job satisfaction
B) better work-life balance
C) better performance and retention
D) increased creativity and collaboration
E) personal stability

Question 62

Thinking about what your audience already knows about your subject is part of the _________ step of the TED protocol for effective presentations.

A) frame your story
B) plan your delivery
C) plan your multimedia
D) develop your stage presence
E) put it together

Question 63

To manage e-mail effectively,an employee should

A) assume your work e-mail is private.
B) use e-mail for volatile, complex issues.
C) use all capital letters to stress your points.
D) respond immediately to nasty e-mails.
E) use a spell checker.

Question 64

In the TED five-step protocol for effective presentations,TED stands for

A) Technology, Education, Delivery.
B) Technology, Education, Design.
C) Teaching, Education, Development.
D) Technique, Effort, Delivery.
E) Technique, Education, Development.

Question 65

Jonathan is concerned about an important presentation that he will be making next week.He asks Roger to listen to it and give him Feedback.He is in the ___________ step of the TED protocol for effective presentations.

A) frame your story
B) plan your delivery
C) plan your multimedia
D) develop your stage presence
E) put it together

Question 66

Which of the following is not a step of the TED protocol for effective presentations?

A) Frame your story.
B) Plan your delivery.
C) Plan your multimedia.
D) Develop your stage presence.
E) Control your stress.

Question 67

Which of the following is not one of the suggestions coming out of the TED protocol?

A) You should never read your presentation.
B) The most important element of stage presence is eye contact.
C) Use the latest technology available to appear to be up to date.
D) Prepare far enough in advance.
E) Conduct a practice session.

Question 68

Justin is deciding whether he should read his speech,deliver it from memory,or use bullet lists of important points using PowerPoint.What step of the TED protocol for effective presentations is he in?

A) Frame your story.
B) Plan your delivery.
C) Plan your multimedia.
D) Develop your stage presence.
E) Put it together.

Question 69

Social media benefits for employers include all the following

A) expand boundaries.
B) minimize cyberloafing.
C) collaborate outside the organization.
D) connect in real time over distance.
E) collaborate within the organization.

Question 70

Some organizations block employees' access to social media sites.This can

A) ensure increased productivity for all employees.
B) damage employee morale and loyalty.
C) ensure that employees use personal cell phones at work.
D) encourage employees to follow up on work e-mails at home.
E) show employees that you trust their judgment.

Question 71

Which of the following is a tip for more effective PowerPoint presentations?

A) Include questions on slides.
B) Utilize lots of images.
C) Make sure you have plenty of special effects.
D) Use multiple font styles, sizes, and colors.
E) Put everything you have to say on a slide.

Question 72

Which of the following is not an example of a crucial conversation?

A) a negative performance review
B) ending a relationship
C) conveying routine Feedback
D) confronting a teammate who is frequently late to meetings
E) critiquing a colleague's report

Question 73

_________ are discussions between two or more people where the stakes are high,opinions vary,and emotions run strong.

A) Critical incidents
B) Crucial conversations
C) Defensive communications
D) TED presentations
E) Social dilemmas

Question 74

Karin has to make a presentation on the new social media policy.She wants to make it creative primarily because

A) it is more effective if you present your message more as a colorful story with emotion than as a detail-laden report.
B) it will show off her presentation skills to her coworkers.
C) she's bored doing routine PowerPoints and wants to have some fun with this project.
D) employees will resent having a social media policy and this can distract them from the main point.
E) co-workers will try to find excuses to skip the presentation so it doesn't really matter.

Question 75

Xavier is creating a social media policy for OCA & Associates.He plans to: -Outline consequences for violations.
-Align the policy with the organization's culture.
-Stay away from defining what is considered illegal.
-Clarify what is confidential.
-Designate a spokesperson for online policies.
Which of these is not an element of an effective social media policy?

A) Outline consequences for violations.
B) Align the policy with the organization's culture.
C) Stay away from defining what is considered illegal.
D) Clarify what is confidential.
E) Designate a spokesperson for online policies.

Question 76

Timmy is really nervous about his presentation to the board of directors.He tends to stand straight up,move from one foot to the other and hold on to the podium.A better strategy might be to

A) sit behind the podium and read the slides.
B) turn the lights down and show the PowerPoints on a big screen.
C) tell a joke at the beginning of each paragraph.
D) walk around or stand in particular spots for different lengths of time.
E) add a low-level light show behind you to distract the audience.

Question 77

Grace is going to be leading a meeting of her colleagues to discuss how they might redesign one of their work processes.She decides that she will use a PowerPoint presentation to lay out the problems with the existing workflow.She is in the __________ step of the TED protocol for effective presentations.

A) frame your story
B) plan your delivery
C) plan your multimedia
D) develop your stage presence
E) put it together

Question 78

JM Video Games uses ________ to help design new products.It reviews proposed designs twice a year,and the winner of the design competition is awarded $2 ,500.

A) crowdsourcing
B) freelancers
C) outsourcing
D) local students
E) think tanks

Question 79

In which way do employees waste time on social media?

A) shopping online
B) sending e-mails to coworkers
C) calling customers
D) conducting webinars
E) surfing the Internet to research competitive products

Question 80

Which of the following statements about the use of e-mail is ?

A) It hinders effective teamwork.
B) It can contribute to information overload.
C) It can distract people from their work responsibilities.
D) It increases employees' flexibility.
E) It reduces cost of distributing information.