Deck 15: Communication: Listening Is the Key to Understanding

Question 1

What form of communication provides the highest quality and quantity of information?*

A) Telephone
B) E-mail
C) Face-to-face
D) Television

Answer 1

C

Question 2

__________ occurs when a message causes others to support it.

A) Noise
B) Persuasion
C) Communication
D) Filtering

Answer 2

B

Question 3

At which point in the communication process does noise occur?

A) Transmission
B) Encoding
C) Reception
D) All of the above

Answer 3

D

Question 4

The final step in effective communication occurs when:*

A) the message is encoded and sent.
B) the message gets to the receiver.
C) the interpreted message matches the intended message.
D) feedback is initiated.

Question 5

The communication cycle is complete when _________.

A) the message is encoded
B) the message is transmitted
C) the message is received
D) feedback occurs

Question 6

A communication channel that is capable of carrying enough information to assure good personal two way communications is said to have __________.

A) too much of capacity
B) a high channel richness
C) enough adaptability
D) an open channel

Question 7

What form of communication provides the lowest quality and quantity of information?

A) Telephone
B) E-mail
C) Face-to-face
D) Postings on bulletin boards

Question 8

Tom is trying to save money by calling an important customer instead of flying in to talk to him directly. Tom is trading communication __________ for communication __________.

A) effectiveness; richness
B) effectiveness; efficiency
C) efficiency; effectiveness
D) None of the above

Question 9

Personal bias and perception can cause the receiver of a message to misunderstand the intended meaning of the message. This would be an example of __________ in the communication process.*

A) noise
B) static
C) feedback
D) mixed messaging

Question 10

The "richest" communication channel in the following list is:

A) a memo.
B) a telephone call.
C) voice-mail.
D) web site.

Question 11

__________ communication occurs when the receiver fully understands the intended meaning of the message.

A) Efficient
B) Effective
C) Transactional
D) Transmission

Question 12

The process of sending and receiving symbols with meanings attached is called __________.

A) transmission
B) reception
C) communication
D) notification

Question 13

__________ communication occurs when the costs of the communication is minimal.

A) Efficient
B) Effective
C) Transactional
D) Transmission

Question 14

Getting receivers of a message to accept, support, and act consistently with the intent of a message is called __________.

A) feedback
B) persuasion
C) reception
D) conversation

Question 15

A received message that earns trust, respect, and integrity in the eyes of the receivers is called a(n) __________ message.

A) efficient
B) nonverbal
C) credible
D) filtered

Question 16

Which part of the communication process does the sender really control?*

A) Encoding of the message
B) Channel transmission of the message
C) Decoding of the message
D) Message feedback

Question 17

The medium used to carry a message is called a communication __________.*

A) transmission
B) channel
C) reception
D) line

Question 18

Anything that interferes with the quality of the communication process is called _________.

A) interference
B) disruption
C) noise
D) confusion

Question 19

Wireless transmission is a form of a communication __________.

A) bandwidth
B) feedback
C) channel
D) filter

Question 20

The amount and quality of information that can be transmitted over a communication channel is called __________.

A) channel richness
B) proxemics
C) transmission quality
D) interactive capacity

Question 21

Which of the following should NOT be done when giving constructive feedback?

A) Being direct.
B) Giving a lot of information as quickly as you can.
C) Providing timely information.
D) Being specific.

Question 22

The tendency to consider one's culture superior to any other is called __________.*

A) culturalism
B) cultural etiquette
C) ethnocentrism
D) bad manners

Question 23

The study of the way people use space to communicate is called __________.

A) bandwidth
B) channel richness
C) space technology
D) proxemics

Question 24

Jerry, the production manager at Good Cookies LLC, in order to look good for his upcoming performance appraisal, has slightly overstated the month's output in his monthly report. Jerry is guilty of __________.

A) filtering
B) mixed messaging
C) active listening
D) feedback manipulation

Question 25

A manager, who is paraphrasing and thinking about what someone else is saying in order to encourage them to clarify what they mean, is using a communication technique called __________.

A) mixed messaging
B) active listening
C) filtering
D) constructive feedback

Question 26

Japan has a population of about 130 million in an area the size of California. As a result the Japanese highly value their space and use every square meter wisely. This would be an example of __________.

A) ethnocentrism
B) corporate culture
C) proxemics
D) geographical distribution

Question 27

Of the following, which is NOT an example of nonverbal communication?

A) Hand movements
B) Facial expressions
C) Eye contact
D) Written memo

Question 28

When words communicate one message while actions, body language, or appearance communicates another, the receiver is likely getting a __________.

A) communication channel
B) clear message
C) mixed message
D) nonverbal

Question 29

Which of these management actions is liable to decrease the chance of filtering?*

A) Allowing a highly charged political environment to develop.
B) Punishing the bearer of bad news.
C) Making employees accountable for the results of their activities.
D) Fostering a learning environment where mistakes are treated as growth opportunities.

Question 30

At Bailard, Inc., a private investment firm, employees are provided with essential financial information. If employees want to know what others are making at the firm, all they need to do is ask the chief financial officer. This is an example of:

A) open-book management.
B) corporate literacy.
C) social capital communication.
D) active listening.

Question 31

The __________ uses computer technologies to transmit information around informal networks inside and outside of organizations.

A) computer transparency
B) gossip channel
C) electronic grapevine
D) information hub

Question 32

The process of the receiver taking action to help the sender say what he or she really means is called __________.*

A) verbal support
B) feedback
C) active listening
D) filtering

Question 33

In giving feedback, one should avoid:

A) being specific.
B) worrying about timing.
C) being threatening.
D) having valid comments.

Question 34

In addition to listening to the words that someone is saying, it is also important to listen for their __________.

A) encouragement
B) accent
C) remarks
D) feelings

Question 35

The five rules of active listening include all of the following EXCEPT:*

A) listening for message content.
B) listening for feelings.
C) responding to feelings.
D) focusing just on the verbal cues.

Question 36

Communication through gestures and body language is called __________ communication.

A) alternate
B) nonverbal
C) silent
D) poor

Question 37

__________ is the process of telling someone else how you feel about something that person said or did.

A) Active listening
B) Nonverbal communication
C) Noise
D) Feedback

Question 38

__________ involves being honest and openly sharing accurate and complete information.

A) Corporate communication
B) Communication transparency
C) Glass door communication
D) Active listening

Question 39

Americans look each other in the eye to convey honesty, while other cultures are uncomfortable with this practice. This could be a source of __________.*

A) bad business
B) filtering
C) feedback
D) mixed messaging

Question 40

The intentional distortion of information in order to make it more favorable to the recipient is called __________.*

A) perception
B) filtering
C) noise
D) transmission

Question 41

Any feedback, so long as it is well-intentioned, will improve behaviors.

Question 42

In communication theory, noise is anything that interferes with the communication process.

Question 43

Research shows that it is a bad idea for managers to use social networking sites, such as Facebook, to keep communication channels open with employees because these sites are too informal.

Question 44

To be successful in cross-cultural communication, you have to be sensitive to others and willing to learn how others see things.

Question 45

Channel richness is determined by the efficiency of the communication channel.

Question 46

The majority of a message's impact on the receiver is determined by nonverbal communications.

Question 47

The way an office is laid out can actually impact the communication process.

Question 48

The use of appropriate manners and behaviors in cross-cultural situations is called __________.*

A) ethnocentricity
B) positive feedback
C) cultural etiquette
D) cultural globalization

Question 49

Generally, American managers rate fairly high in communication skills.

Question 50

With modern computer protections, you can generally assume that your e-mail is private, even at work.

Question 51

The tendency to consider one's culture superior to others is call ethnocentrism.

Question 52

Our ability to lead is often judged by our skill in communication.

Question 53

Interestingly, recruiters give networking skills low priority when screening candidates for college internships and first jobs.

Question 54

With all the other college material to learn in business, fortunately, writing skills are generally fully developed in high school and need no further work.

Question 55

Message filtering helps to ensure that only the relevant messages get to management.

Question 56

Chinese and Japanese employees may show anger only in their eyes, a point often missed by Westerners.

Question 57

Anne is on a business trip to Japan. She knows that the Japanese are uncomfortable with long eye to eye contact and she purposely avoids using it with her Japanese hosts. Anne is practicing __________.

A) ethnocentricity
B) positive feedback
C) cultural etiquette
D) cultural globalization

Question 58

Active listening requires that the person listening pay close attention and remain quiet.

Question 59

The two key measures of good communication are effectiveness and efficiency.

Question 60

As much as communication is part of our everyday lives, we often fail in using it to our best advantage.

Question 61

__________ is the process of indicating to others how you feel about what they have said or done.

Question 62

__________ communication occurs when a minimum of resources are expended.

Question 63

__________ is the tendency to consider one's own culture superior to any other.

Question 64

Define the communication process including each step in the process.

Question 65

Explain the "trade-off" involved in working toward effective and efficient communication.

Question 66

What is channel richness? Describe the relationship between channel richness and the various means of communicating.

Question 67

__________ involves being honest and openly sharing accurate and complete information.

Question 68

__________ is the study of the way we use space.

Question 69

A basic awareness of the appropriate manners and behaviors to use when one is communicating with people from other countries is called __________.

Question 70

What is proxemics and why is it important?

Question 71

The intentional distortion of information to make it appear favorable to the message recipient is called __________.

Question 72

The medium through which a message is carried is called a(n) __________.

Question 73

__________ is the capacity to attract support and help from others in order to get things done.

Question 74

In order to persuade others, the speaker must have __________, being trusted, respected, and seen as having integrity.

Question 75

__________ is the interpersonal process of sending and receiving symbols with meanings attached to them.

Question 76

__________ is the capacity of a communication channel to effectively carry information.

Question 77

What is "noise" and how can it negatively impact communication?