Deck 17: Managing Communication

Question 1

 Women tend to be better than men at interpreting nonverbal communication.

Answer 1

True

Question 2

 Without feedback, the communication cycle is incomplete.

Answer 2

True

Question 3

 Electronic messages, such as e-mail and instant messaging, are lower in channel richness than written letters and memos.

Answer 3

False

Question 4

 To send a message, the sender encodes a thought or idea by selecting symbols with which to compose the message and then selects a communication channel.

Question 5

 Managers facilitate strategic conversations by using open communication, actively listening to others, asking questions, and using feedback for learning and change.

Question 6

 Managers use different methods to communicate, depending on the purpose of the communication and the audience.

Question 7

 The process by which information is exchanged and understood by two or more people is the definition of communication.

Question 8

 By selecting rich channels, managers can communicate nonroutine messages effectively.

Question 9

 Routine messages tend to be simple and straightforward, such as conveying data or statistics.

Question 10

 The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.

Question 11

 Face-to-face discussion is the richest communication channel because it permits direct experience, multiple information cues, immediate feedback, and personal focus.

Question 12

 Managers spend 80 percent of every working day doing desk work.

Question 13

 For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.

Question 14

 Communication is the process by which information is transmitted from the speaker to the listener.

Question 15

 Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

Question 16

 Research has shown that communication channels differ in their capacity to convey data.

Question 17

 About 80 percent of communication occurs nonverbally.

Question 18

 A decentralized network is a communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 19

 Words are the largest part of human communication.

Question 20

 In a decentralized network, team members must communicate through one individual to solve problems or make decisions.

Question 21

 Most organizations take pains to build in healthy channels for upward communication.

Question 22

 Routine messages typically are ambiguous, concern novel events, and involve great potential for misunderstanding.

Question 23

 Formulating in your mind what you are going to say next is an important part of effective listening.

Question 24

 Open communication means sharing all types of information throughout the organization, across functional and hierarchical boundaries.

Question 25

 So far, social media hasn't boosted U.S. productivity significantly.

Question 26

 A poor listener listens to central themes.

Question 27

 Performance reports and suggestions for improvement are two typical areas of upward communication.

Question 28

 Nonverbal communication refers to messages sent through human actions and behavior rather than through words.

Question 29

 The term social media covers a broad range of applications, including wikis, blogs, microblogs, content communities, social networking sites, and virtual social worlds.

Question 30

 Impersonal written media, including flyers, bulletins, and standard computer reports, are the lowest in channel richness.

Question 31

 E-mail is the best channel for communication when a manager is angry.

Question 32

 A good listener is passive and laid back.

Question 33

 Research shows that about 80 percent of grapevine communications pertain to personal gossip rather than business-related topics.

Question 34

 A valuable technique for communicating with candor includes using "you statements."

Question 35

 The choice of a communication channel can convey a symbolic meaning to the receiver.

Question 36

 Typical topics encompassed by upward communication include motivation and indoctrination, performance feedback, and goals and strategies.

Question 37

 Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

Question 38

 Strategic conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals.

Question 39

 A formal communication channel is a communication channel that flows within the chain of command.

Question 40

 An individual's level of fear or anxiety associated with either real or anticipated communication is called communication apprehension.

Question 41

 Communication is the process by which information is:

A) shared.
B) exchanged and understood by two or more people, usually with the intent to influence or motivate behavior.
C) received.
D) transmitted to others.
E) stored.

Question 42

 Types of information generally communicated upward include performance reports, suggestions for improvement, and performance feedback.

Question 43

 Jenna composes an e-mail from home to her boss to inform him that she will be late getting to work that day. The act of composing an e-mail involves which stage of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 44

 The receiver __________ the symbols to interpret the meaning of the message.

A) encodes
B) transmits
C) decodes
D) responds to
E) must ignore

Question 45

 __________ and __________ are potential sources for communication errors, because individual differences, knowledge, values, attitudes, and background act as filters.

A) Encoding; the channel
B) Encoding; "noise"
C) Decoding; the channel
D) Decoding; encoding
E) Decoding; "noise"

Question 46

 Social media does not include blogs and wikis.

Question 47

 Although about 75 percent of effective communication is listening, most people spend only 30 to 40 percent of their time listening.

Question 48

 In reality, communication is simple and natural; however, many people tend to make it more complex than it really is.

Question 49

 Most U.S. managers are excellent in their use of downward communication.

Question 50

 Horizontal communication includes intradepartmental problem solving, interdepartmental coordination, and change initiatives and improvements.

Question 51

 Three important types of personal communication channels are personal networks, the grapevine, and nonverbal communication.

Question 52

 Which of the following statements about gender differences in communication is true?

A) Men's conversations tend to focus on hierarchy.
B) When men make decisions, they tend to process and think of options out loud.
C) When a woman nods, it means that she agrees.
D) For most men, conversation is primarily a language of rapport.
E) Men typically score higher than women on abilities such as fostering communication and listening.

Question 53

 Redundant communications involves sending the same message using different channels.

Question 54

 An informal, person-to-person communication network that is not officially sanctioned by the organization refers to the grapevine.

Question 55

 Many firms are using social media to listen to customers.

Question 56

 In most organizations, personal communication channels are the primary way information spreads and work gets accomplished.

Question 57

 __________ refers to people talking across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and the values that help achieve important goals.

A) Tactical discussion
B) Strategic conversation
C) Intentional chat
D) Calculated exchange
E) Deliberate talk

Question 58

 In the communication process, which of the following has the responsibility to decode the symbols to interpret the meaning of the message?

A) Sender
B) Receiver
C) Channel
D) Filter
E) Middleman

Question 59

 Managers spend at least _____ percent of every working day in direct communication with others.

A) 20
B) 35
C) 60
D) 75
E) 80

Question 60

 Acquiring and cultivating personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.

Question 61

 Which of the following statements/questions best illustrates communicating with candor?

A) "You drive me crazy by leaving stacks of paper all over the place."
B) "I'm finding it hard to get our work done with all of these stacks of paper on the table."
C) "Why don't you clean up this mess you made?"
D) "Are you this messy at home?"
E) All of these illustrate communicating with candor.

Question 62

 __________ is the amount of information that can be transmitted during a communication episode.

A) Channel richness
B) Communication load
C) Encoding
D) Upward communication
E) Feedback

Question 63

 Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?

A) Face-to-face discussion
B) E-mail
C) Instant messaging
D) Telephone
E) Handwritten letter

Question 64

 Compared to men, women tend to:

A) use verbal language to exhibit knowledge and skill.
B) stare and point more.
C) enjoy demonstrating their knowledge
D) use their unique conversational style to show involvement.
E) Self-managed teams are sometimes called command teams.

Question 65

 Research has shown that a culture of __________ communication offers many benefits to an organization and its employees, including higher productivity, better decision making, and lower turnover rates.

A) downward
B) formal
C) closed
D) horizontal
E) open

Question 66

 One important factor that shapes a manager's selection of a communication channel is:

A) the intelligence level of the employee.
B) the amount of information to be communicated.
C) the manager's preferred leadership style.
D) the relationship between the manager and employee.
E) all of these.

Question 67

 Which of the following is the richest medium for communication?

A) Telephone conversations
B) Face-to-face discussion
C) Electronic media
D) Written media
E) Voice mail

Question 68

 Channel richness is the:

A) number of messages a channel can carry at one time.
B) speed in which messages can be carried.
C) amount of information that can be transmitted during a communication episode.
D) number of channels available at any one time.
E) profitability potential of a proposed channel.

Question 69

 Which of the following communication channels should not be used when a permanent record is required?

A) Telephone call
B) Memo
C) E-mail
D) Letter
E) Report

Question 70

 Which of the following is not a way to effectively communicate to persuade or influence others?

A) Use multiple media to send important messages
B) Use "I statements"
C) Connect emotionally
D) Build goals on common ground
E) Establish credibility

Question 71

 Sharon is part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group?

A) Linear
B) Centralized
C) Decentralized
D) Focused
E) All of these

Question 72

 Which of the following is a communication channel a manager might possibly use?

A) Use social media
B) Make a telephone call
C) Send an e-mail
D) Have a face-to-face conversation
E) All of these

Question 73

 Which communication channel would be most successful to inform managers of an impending company-wide layoff?

A) Telephone conversation
B) Face-to-face discussion
C) Electronic media
D) Written media
E) None of these

Question 74

 A centralized network is:

A) one in which team members are free to interact with any of the team members.
B) one in which team members communicate through one individual to make decisions.
C) one in which team members communicate with an assigned partner.
D) one in which team members work independently and there is no need for communication.
E) none of these.

Question 75

 When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of:

A) listening.
B) nonverbal communication.
C) empathizing.
D) direct communication.
E) nuance communication.

Question 76

 Selina is meeting with her subordinate, Mike, for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 77

 A __________ refers to a communication structure in which team members freely communicate with one another and arrive at decisions together.

A) decentralized network
B) centralized network
C) linear network
D) circular network
E) gossip structure

Question 78

 YouTube is an example of a:

A) wiki.
B) blog.
C) microblog.
D) content community.
E) virtual social world.

Question 79

 The traditional top-down, command-and-control approach to organizational communication is giving way to a more dynamic form of communication that is characterized by __________, which involves a give-and-take exchange of information.

A) redundant communications
B) upward communication
C) organizational conversations
D) communication apprehension
E) gossip

Question 80

 Managers' communication is __________-directed, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way that will help to achieve those goals.

A) image
B) idea
C) purpose
D) communication
E) need