Deck 9: Communication in Organizations

Question 1

When information is shared within a team, this is known as:

A) interpersonal communication.
B) group-level communication.
C) organizational communication.
D) inter-organizational communication.

Answer 1

B

Question 2

________ is the process by which a person, group, or organization transmits some type of information to another person, group, or organization.

A) Communication
B) Encoding
C) Transmitting
D) Queuing

Answer 2

A

Question 3

________ is the recommended medium for sending long and complicated material or short thank-you notes.

A) E-mail
B) Fax
C) Postal mail
D) None of the above.

Answer 3

C

Question 4

The process by which a person or group transmits information to another person or group is:

A) encoding.
B) communication.
C) queuing.
D) personal communication.

Question 5

The most common type of communication in organizations is:

A) two-way oral communication.
B) one-way written communication.
C) two-way written communication.
D) one-way oral communication.

Question 6

The purpose of an employee handbook includes:

A) conveying information of general interest to employees.
B) explaining key aspects of company policy and philosophy of operation.
C) forestalling conflict and misunderstandings.
D) All of these.

Question 7

The means by which the message is carried from its origin to the recipient is called:

A) feedback.
B) encoding.
C) communication.
D) the channel.

Question 8

When a company distributes layoff notices via e-mail, it is sending the message that ________.

A) it is aware of the latest communication trends.
B) it is doing its part to promote a "paperless" workplace.
C) it is sensitive to the privacy rights of its employees.
D) it does not care about the employees it is letting go.

Question 9

The barriers in the communication process that result in distortion of the clarity of the message are:

A) nonverbal symbols.
B) noise.
C) the channels used.
D) the context in which the message is sent.

Question 10

If IBM and Microsoft work together make plans for sharing resources to create a new product, this is known as:

A) interpersonal communication.
B) group-level communication.
C) organizational-level communication.
D) inter-organizational communication.

Question 11

If a message is poorly encoded or improperly decoded, this is an example of ________ in the communication process.

A) noise
B) the MUM effect
C) the Doppler effect
D) the HURIER effect

Question 12

The role of organizational communication includes:

A) directing action.
B) coordinating action.
C) building social relationships.
D) All of these elements.

Question 13

The verbal communication medium that is the richest in information and personal in nature is:

A) telephone.
B) face-to-face conversation.
C) memos or letters.
D) All of the above.

Question 14

Matching the type of communications media to the kind of message sent is considered:

A) media insensitive.
B) media savvy.
C) media sensitive.
D) nonverbal communication.

Question 15

Knowledge about the impact of messages on receivers is known as:

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

Question 16

When individuals share information one on one, either formally or informally, this is known as:

A) interpersonal communication.
B) group-level communication.
C) organizational communication.
D) inter-organizational communication.

Question 17

John has an idea he wishes to communicate to Mary. He thinks it out and writes down his thoughts in a letter. John is engaging in the process of:

A) decoding.
B) transmitting.
C) encoding.
D) sending.

Question 18

An internal document describing information of general interest to employees regarding an array of business and non-business issues is called a ________.

A) memorandum
B) handbook
C) intranet
D) newsletter

Question 19

The process through which information received through communication is converted back into ideas or concepts is known as:

A) decoding.
B) transmitting.
C) encoding.
D) sending.

Question 20

Frank and five other company department representatives get together to talk about a strategic plan. This is known as:

A) interpersonal communication.
B) group-level communication.
C) organizational-level communication.
D) inter-organizational communication.

Question 21

Upward communication in organizations:

A) occurs less frequently than downward communication.
B) occurs more frequently than downward communication.
C) tends to contain more 'bad' news for managers than 'good' news.
D) is generally accurate due to the fewer levels it passes through.

Question 22

Studies of group communication when group members are seated at a table:

A) the location one chooses around a table has no impact on his/her communication possibilities.
B) people who sit at the head of the table often emerge as the leaders of groups.
C) leaders emerge from the seat closest to the head of the table on the right side.
D) a group leader has the most power and the most effective communication from a position in the middle of a table.

Question 23

Rumors that reflect people's wishes are known as:

A) pipe dreams.
B) smoke and mirrors.
C) wedge drivers.
D) home-stretchers.

Question 24

Downward communication includes which of the following types?

A) Instructions
B) Commands or orders
C) Feedback on past performance
D) All of the above.

Question 25

Symbols intended to express emotion online (created with characters such as commas, hyphens, and parentheses) are known as:

A) emoticons.
B) punctuation.
C) grapevines.
D) jargon.

Question 26

The organizational grapevine is an example of:

A) a formal channel of communication.
B) a wheel communication network.
C) an informal channel of communication.
D) a "Y" communication network.

Question 27

Rumors tend to be ________.

A) kept between friends
B) speculative information without factual basis
C) fueled by the snowball effect
D) relatively harmless and should be ignored

Question 28

The most effective means for linking people into a meeting who are in distant locations is by:

A) global priority mail.
B) blogging.
C) video-mediated communications.
D) conference e-mail.

Question 29

Informal gender-segregated communication networks are known as the ________.

A) old-boys network
B) glass ceiling
C) grapevine
D) division of labor

Question 30

A telephone conversation is an example of:

A) synchronous communication.
B) asynchronous communication.
C) inter-organizational communication.
D) information overload.

Question 31

When rumors are designed to damage someone's reputation, these rumors are known as:

A) pipe dreams.
B) bogie rumors.
C) wedge drivers.
D) home-stretchers.

Question 32

If you have to wait for someone with whom you have an appointment, this is a nonverbal message that:

A) this person is disorganized.
B) the individual you have the appointment with is rude.
C) the person you are meeting perceives themselves as having higher status than you do.
D) you are not properly attired and therefore will be made to wait.

Question 33

Organizational structure refers to the:

A) formal patterns of communication, who talks to whom.
B) pattern of communication networks in the organization.
C) directing of the flow of communication within an organization.
D) formally prescribed pattern of interrelationships existing between various units.

Question 34

Research shows that the information communicated in organizational grapevines is about ________ correct.

A) 25%
B) 42%
C) 55%
D) 82%

Question 35

Joining the index finger and thumb to form an "O" means "ok" in the U.S., but in Brazil or Germany it is ________.

A) a sign of indifference
B) a sign of friendship
C) meaningless
D) an insult.

Question 36

Upward communication is ________.

A) exchanged between peers
B) simply the reverse of downward communication
C) always welcomed by upper management
D) often inaccurate

Question 37

An organizational chart indicates the:

A) informal patterns of communication between people.
B) interrelationships with external business partners.
C) formal patterns of communication, who talks to whom.
D) communication style of the organization.

Question 38

Communicating via e-mail is an example of:

A) synchronous communication.
B) asynchronous communication.
C) inter-organizational communication.
D) information overload.

Question 39

________ are based on people's fears and anxieties.

A) Pipe dreams
B) Bogie rumors
C) Wedge drivers
D) Home-stretchers

Question 40

Worker turnover in the XYZ Corp. is quite high. It seems that people from the same work group where there had been recent layoffs are quitting at a high rate. This is an example of:

A) the snowball effect.
B) social impact theory.
C) the old boys' network.
D) the effect of centralized communication.

Question 41

Cross-cultural communication:

A) can be difficult since the same word can mean different things to different people.
B) is becoming much easier as the world's cultures become more homogenous.
C) is no longer a problem due to text messaging and e-mail.
D) includes all of these.

Question 42

If a communication network becomes bogged down with information, it is said to:

A) be queued.
B) be in a gatekeeping mode.
C) be experiencing the MUM effect.
D) be overloaded.

Question 43

One way to minimize distortion and omission problems in communication is the practice of:

A) redundancy.
B) active listening.
C) queuing.
D) information skimming.

Question 44

A communication difference between men and women is that men:

A) are more status oriented than women in their communication.
B) use the term "We" more often in their conversations than women do.
C) strive to create positive social connections more than women do.
D) tend to ask more questions than women do.

Question 45

When professionals use a specialized language they are:

A) avoiding needlessly formal language.
B) removing one barrier to effective communication.
C) using jargon.
D) doing all of these.

Question 46

Jim is in China teaching English as a second language. Even though both he and his students are using English to communicate, Jim can promote cross-cultural communication by:

A) carefully evaluating the messages of the students.
B) assuming the student's perspective on English is different than his own.
C) assuming his perceptions of their presentations is correct.
D) doing all of these things.

Question 47

In Japan, "no" is communicated by ________.

A) leaving the room
B) responding in a highly tangential manner
C) asking questions that change the topic
D) All of the above.

Question 48

Unsolicited commercial e-mails are known as:

A) computer snoot.
B) feedback.
C) noise.
D) spam.

Question 49

Those rumors designed to reduce the level of ambiguity in a situation are known as:

A) pipe dreams.
B) bogie dreams.
C) wedge drivers.
D) home-stretchers.

Question 50

The secretary that manages the sales manager's schedule and screens his call, is fulfilling the communication function of:

A) queuing.
B) gatekeeping.
C) verifying.
D) information skimming.

Question 51

In a small manufacturing business, the technical professionals are not understood by the first line supervisors when they are explaining how to use the computer guided machines on the plant floor due to the language the 'techies' use. This is an example of the communication barrier of:

A) communication overload.
B) the lack of active listening by the supervisors.
C) the use of jargon.
D) the MUM phenomenon in organizations.

Question 52

An important implication of gender differences in communication is:

A) that more men than women tend to use the Magisterial style.
B) the fact that men and women can use the same words but have different meanings for them.
C) powerful people tend to reward individuals who have linguistic styles like their own.
D) women tend to take Reflective style while men tend to take on a Senatorial style.

Question 53

About ________ percent of e-mail messages received are considered to be spam.

A) 75
B) 60
C) 40
D) 35

Question 54

Dee is actively listening to John's presentation. She is practicing the HURIER model. At one point in the presentation Dee makes sure that John knows that she is paying attention. Dee's action is what part of the HURIER model?

A) Understanding
B) Hearing
C) Interpreting
D) Responding

Question 55

In the HURIER model for active listening, if you do not immediately pass judgment on the message being sent, you are practicing:

A) hearing.
B) evaluating.
C) interpreting.
D) remembering.

Question 56

Probably, the least effective way to counter a rumor about yourself is to:

A) refute it directly by saying, "I didn't do it."
B) refute it with indisputable facts.
C) cast aspersions on the source.
D) direct attention away from the rumor.

Question 57

The annual cost of spam is about:

A) $7 million.
B) $90 million.
C) $20 billion.
D) $70 billion.

Question 58

There are a number of steps you can take to promote cross-cultural communication, including:

A) assuming others are similar to yourself.
B) carefully evaluating your observations.
C) taking the other person's perspective.
D) speaking slowly and loudly.

Question 59

Research shows that when it comes to listening:

A) most people are aware of how other people perceive their listening skills.
B) most managers rate their listening skills as poor.
C) it is a significant tool that can lead to rapid advancement in organizations.
D) people listen more closely to upward communication than they do to downward communication.

Question 60

One of the differences in the way men and women communicate is that women:

A) are more status oriented than men in their communication.
B) use the term "We" more often in their conversations than men do.
C) have become more assertive and confident in their speech patterns.
D) tend to make declarative statements while men tend to ask questions.

Question 61

Table 9.1
Organizational communication students are observing and studying the communication at a corporate board meeting. Because the company is a multinational company, some of the people present are wearing headphones to hear the simultaneous translation from English language of the speaker at the head of the table, into their languages.
Refer to Table 9.1. The first two hours of this meeting is a report on the company's progress over the last year, supported by data pertaining to growth in market share, overall profits, revenue forecasts, etc. The most effective medium for conveying this information would be:

A) just what they are doing, a oral presentation.
B) the telephone for one-on-one discussion.
C) text-messaging or micro-blogging.
D) a written memo or report, supported by graphs and tables.

Question 62

Table 9.1
Organizational communication students are observing and studying the communication at a corporate board meeting. Because the company is a multinational company, some of the people present are wearing headphones to hear the simultaneous translation from English language of the speaker at the head of the table, into their languages.
Refer to Table 9.1. The translators doing the simultaneous translation from English into other languages represent ________ in the communications model.

A) encoding
B) sending
C) channel
D) decoding

Question 63

Table 9.1
Organizational communication students are observing and studying the communication at a corporate board meeting. Because the company is a multinational company, some of the people present are wearing headphones to hear the simultaneous translation from English language of the speaker at the head of the table, into their languages.
Refer to Table 9.1. When the non-English speaking members of the meeting respond to the presentation with their comments and questions, they are:

A) encoding.
B) sending.
C) decoding.
D) giving feedback.

Question 64

Table 9.3
Jane has been tasked with the responsibility for opening the communication channels between employees and management. She implements a simple system quickly, where employees can share their good ideas about how to improve the organization by submitting their ideas in writing and being rewarded for the ideas that are used by the company. Corporate executives like the idea but they want broader participation. They would like feedback from all employees if possible. Once they have that feedback, they want to informally meet with selected employees to discuss the issues the broader outreach raises.
Refer to Table 9.3. The tool that will get the executives what they want once they have the broadest possible input would be a/an:

A) corporate hotline.
B) suggestion system.
C) employee survey.
D) brown bag meeting.

Question 65

Writing is the best medium for communicating an ambiguous message.

Question 66

Bill, the HR director, has scheduled an informal meeting between hourly employees and middle-managers, leaving the first line supervisors out of the meeting. Bill has set up a/an:

A) brown bag meeting.
B) skip-level meeting.
C) corporate hotline.
D) employee survey.

Question 67

Memos, e-mail, and faxes are examples of written communication that are "rich" because of the amount of information they provide.

Question 68

If the HR director wanted information from as many employees as possible on a regular basis, using a quick and easy method of gathering the information, his best choice of tool would be:

A) brown bag meetings.
B) skip-level meetings.
C) a corporate hotline.
D) employee surveys.

Question 69

Table 9.2
A student of organizational communication, John is studying how the target of a communication shapes the communication. In his studies, he notes that the technical professionals tend to not tell middle managers about problems they are having with the system or about shutdowns they will implement to change something. This isn't a problem for John because he hears about the system shut downs from the IS department secretary who calls him up to warn him about 10 minutes before the system goes down. However, up and down the hall, John can hear managers swearing, as the system goes down and their work disappears for anywhere from 15 minutes to a couple of hours.
The marketing manager tends to work fairly hard at keeping the sales and operation managers current on her plans for product campaigns so the sales people can talk about them and operations can make sure there is enough product on hand to meet demand.
Refer to Table 9.2. The marketing manager's communication to the sales and operations managers is an example of:

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

Question 70

Supportive communication is characterized by:

A) focusing on the person, not the problem.
B) accuracy and honesty.
C) providing reasons based on what others have done.
D) All of these.

Question 71

Jerry wants to tell Mary he likes her. As he is thinking about how to frame what he wants to say, he is at the choosing a channel stage of the communication process.

Question 72

Table 9.3
Jane has been tasked with the responsibility for opening the communication channels between employees and management. She implements a simple system quickly, where employees can share their good ideas about how to improve the organization by submitting their ideas in writing and being rewarded for the ideas that are used by the company. Corporate executives like the idea but they want broader participation. They would like feedback from all employees if possible. Once they have that feedback, they want to informally meet with selected employees to discuss the issues the broader outreach raises.
Refer to Table 9.3. To meet the desires of upper management, Jane should implement a/an:

A) corporate hotline.
B) suggestion system.
C) employee survey.
D) brown bag meeting.

Question 73

Table 9.2
A student of organizational communication, John is studying how the target of a communication shapes the communication. In his studies, he notes that the technical professionals tend to not tell middle managers about problems they are having with the system or about shutdowns they will implement to change something. This isn't a problem for John because he hears about the system shut downs from the IS department secretary who calls him up to warn him about 10 minutes before the system goes down. However, up and down the hall, John can hear managers swearing, as the system goes down and their work disappears for anywhere from 15 minutes to a couple of hours.
The marketing manager tends to work fairly hard at keeping the sales and operation managers current on her plans for product campaigns so the sales people can talk about them and operations can make sure there is enough product on hand to meet demand.
Refer to Table 9.2. The problem with the lack of communication between the technical professionals and the middle managers is an example of a lack of:

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

Question 74

In a discussion with other managers, Stone tells Thelma that he disagrees with her. "I don't agree, but I would like to hear your position, I could be wrong." In terms of supportive communication, this is an example of:

A) validating language.
B) reflexive discourse.
C) convivial communication.
D) upward messaging.

Question 75

A way to ensure accuracy in the receipt of messages is for the sender to:

A) avoid redundancy.
B) practice active listening.
C) use queuing.
D) require verification.

Question 76

Due to advances in technology, one-way communication is now more commonly used in organizations than two-way communication.

Question 77

Table 9.3
Jane has been tasked with the responsibility for opening the communication channels between employees and management. She implements a simple system quickly, where employees can share their good ideas about how to improve the organization by submitting their ideas in writing and being rewarded for the ideas that are used by the company. Corporate executives like the idea but they want broader participation. They would like feedback from all employees if possible. Once they have that feedback, they want to informally meet with selected employees to discuss the issues the broader outreach raises.
Refer to Table 9.3. Jane's initial effort for feedback is called a/an:

A) corporate hotline.
B) suggestion system.
C) employee survey.
D) brown bag meeting.

Question 78

If you are in a discussion and you want to keep the conversation going, you would use ________ to encourage the continuation of the discussion.

A) disjunctive statements
B) verification
C) the snowball effect
D) conjunctive statements

Question 79

Table 9.2
A student of organizational communication, John is studying how the target of a communication shapes the communication. In his studies, he notes that the technical professionals tend to not tell middle managers about problems they are having with the system or about shutdowns they will implement to change something. This isn't a problem for John because he hears about the system shut downs from the IS department secretary who calls him up to warn him about 10 minutes before the system goes down. However, up and down the hall, John can hear managers swearing, as the system goes down and their work disappears for anywhere from 15 minutes to a couple of hours.
The marketing manager tends to work fairly hard at keeping the sales and operation managers current on her plans for product campaigns so the sales people can talk about them and operations can make sure there is enough product on hand to meet demand.
Refer to Table 9.2. The way John hears about the system shut downs is an example of:

A) informal communication.
B) cross-departmental interchange.
C) downward communication.
D) inside communication.

Question 80

Table 9.1
Organizational communication students are observing and studying the communication at a corporate board meeting. Because the company is a multinational company, some of the people present are wearing headphones to hear the simultaneous translation from English language of the speaker at the head of the table, into their languages.
Refer to Table 9.1. The headphones the international guests are wearing exemplify which element of the communications model?

A) Encoding
B) Channel
C) Decoding
D) Feedback