Deck 11: Communication

Question 1

In a communication process, the ________ is the actual physical product of the sender's encoding.

A) channel
B) message
C) feedback
D) transmitter
E) noise

Answer 1

B

Question 2

Which of the following statements is definitely true regarding an informal communication channel?

A) It traditionally follows the authority chain within the organization.
B) It generally transmits messages related to the professional activities of members.
C) It is established by the organization.
D) It is generally used for communicating personal or social messages.
E) Information regarding change in the policies of the organization is transmitted through it.

Answer 2

D

Question 3

The receiver of a communication must first ________ the message.

A) encode
B) reproduce
C) transfer
D) translate
E) discard

Answer 3

D

Question 4

The communication used by managers to offer feedback about performance is ________ communication.

A) downward
B) lateral
C) informal
D) directional
E) grapevine

Question 5

With reference to the communication process, the ________ is the one to whom the message is directed, who must first translate the symbols into understandable form.

A) editor
B) receiver
C) encoder
D) sender
E) channel

Question 6

Group leaders and managers communicating with employees to assign goals and to provide job instructions is an example of a(n) ________ communication.

A) downward
B) lateral
C) upward
D) grapevine
E) horizontal

Question 7

A receiver who translates a sender's message is engaging in the process of ________.

A) encoding
B) decoding
C) transmission
D) feedback
E) recoding

Question 8

Helena and Laura were talking on the phone. Laura's two-year-old son fell and started crying loudly. Laura could no longer hear what Helena said. This is an example of ________.

A) feedback
B) decoding
C) noise
D) encoding
E) filtering

Question 9

With reference to the communication process, the ________ is the medium through which the message travels.

A) feedback
B) noise
C) encoder
D) channel
E) decoder

Question 10

John writes a memo to his employees. Putting his thoughts onto paper is an example of ________.

A) encoding
B) decoding
C) transferring
D) channelling
E) editing

Question 11

All of the following are examples of downward communication flows except ________.

A) managers assigning goals
B) managers informing employees of procedures
C) managers pointing out problems that need attention
D) employees completing attitude surveys
E) managers telling employees to work more quickly

Question 12

Which of the following is an example of downward communication flow?

A) An employee provides feedback to higher-ups regarding her progress toward goals.
B) An employee suggests a way of improving efficiency of a process to his team lead.
C) An employee receives mail from her team leader pointing out problems that need attention.
D) An employee informs her colleague about changes in the company policy.
E) An employee informs his friend from a different department about a new coffee shop that has just opened in the town.

Question 13

With reference to the communication process, when a sender speaks, the speech is the ________.

A) channel
B) filter
C) message
D) noise
E) transmitter

Question 14

________ communication flows to a higher level in the group or organization.

A) Horizontal
B) Downward
C) Lateral
D) Upward
E) Grapevine

Question 15

Before communication can take place, ________ needs to be conveyed between a sender and a receiver.

A) a message
B) a channel
C) a code
D) a result
E) an emotion

Question 16

What are the eight key parts of the communication process?

Question 17

In a communication process, the ________ initiates a message by encoding a thought.

A) receiver
B) decoder
C) channel
D) sender
E) signal

Question 18

Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. In the communication process, Mary is ________.

A) the sender
B) the receiver
C) the decoder
D) the channel
E) the encoder

Question 19

In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended.

A) editing
B) decoding
C) feedback
D) encoding
E) noise

Question 20

In the communication process, decoding precedes encoding.

Question 21

After establishing Team D in a wheel network structure, Harriet receives negative feedback from members of the team. Many team members express frustration about working in the group, and most dislike the interpersonal style of the team leader. Which of the following strategies would most likely help to improve the team members' morale?

A) leaving the team as a wheel network and encouraging team members to share the leadership responsibility
B) restructuring the group as a chain network and replacing the leader with another group member
C) leaving the team leader in place and restructuring the group as a chain network
D) transferring the team leader to another group and restructuring the group as an all-channel network
E) leaving the team as a wheel network and replacing the team leader with another group member

Question 22

Harriet has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Harriet must choose the best structure for each team, based on its specific requirements. Team A must operate very quickly to meet stringent deadlines. The quality of the final project depends highly on Team A's output, so Team A must also work very accurately. Which of the following network structures should Harriet choose for this team?

A) chain
B) wheel
C) mesh
D) star
E) all-channel

Question 23

Which of the following types of small-group communication networks should be used if high member satisfaction is desired?

A) star network
B) wheel network
C) mesh network
D) all-channel network
E) chain network

Question 24

If a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager, the communication network is said to be a(n) ________ network.

A) mesh
B) all-channel
C) star
D) chain
E) wheel

Question 25

Ideally, a chain network should be used when ________.

A) high speed of information transfer is desired
B) accuracy of information is most important
C) the network is expected to facilitate emergence of a leader
D) high member satisfaction is desired
E) the teams using the chain network are self-managed teams

Question 26

Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First he must talk to his immediate supervisor, who then discusses the issue with her department director. Peter is most likely part of which of the following types of small-group communication networks?

A) star network
B) mesh network
C) chain network
D) all-channel network
E) ring network

Question 27

When all communication is channelled through one central figure, a(n) ________ communication network exists.

A) all-channel
B) chain
C) mesh
D) wheel
E) ring

Question 28

What is lateral communication?

Question 29

An informal communication network in an organization is typically called the ________.

A) wheel network
B) grapevine
C) chain network
D) contextual system
E) free acting system

Question 30

Explain and provide a workplace example for each of the following communication situations: oral communication in downward flowing direction; written communication in upward flowing direction; and nonverbal communication in lateral flowing direction.

Question 31

In a(n) ________ communication network, any group member can actively communicate with any other member.

A) wheel
B) all-channel
C) mesh
D) chain
E) star

Question 32

Which of the following types of communication is most likely to be used by employees to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems?

A) lateral communication
B) upward communication
C) downward communication
D) horizontal communication
E) grapevine communication

Question 33

Which of the following types of small-group communication networks is most effective for facilitating the emergence of a leader?

A) chain network
B) all-channel network
C) wheel network
D) mesh network
E) bus network

Question 34

Lateral communications are often created to short-circuit the vertical hierarchy within an organization.

Question 35

When engaging in upward communication an employee should not ________.

A) meet his manager alone in a conference room
B) communicate in headlines
C) support ideas with action
D) engage in a meandering discussion
E) prepare an agenda

Question 36

Harriet has been charged with the task of evaluating two employees for possible promotions. She is interested in learning which employee has the most effective leadership skills. One of the employees is assigned to Team B, and the other is assigned to Team C. Which network structure should Harriet choose for these teams if she wishes to place the two employees in clear leadership positions on the teams?

A) wheel
B) chain
C) concentric
D) all-channel
E) mesh

Question 37

Communication that takes place among members of work groups at the same level is known as ________ communication.

A) diagonal
B) grapevine
C) upward
D) lateral
E) downward

Question 38

Which of the following is an example of upward communication?

A) A team leader sends an e-mail to one of her team members giving him feedback about his performance.
B) A team leader sends an e-mail to his team members pointing out problems that need attention.
C) A team member sends an e-mail to his team leader informing her about the problems faced by him on the current project.
D) A manager sends an e-mail to all members in the organization informing them about new policies and procedures.
E) A team member sends an e-mail to his colleague informing him about the latest changes in the specifications of the project.

Question 39

Communication that flows from one level of a group or organization to a lower level is lateral communication.

Question 40

The ________ communication network is best illustrated by self-managed teams.

A) wheel
B) all-channel
C) mesh
D) chain
E) ring

Question 41

All of the following are examples of nonverbal communication except ________.

A) intonations or emphasis
B) instant messaging
C) physical distance between the sender and the receiver
D) facial expressions
E) hand gestures

Question 42

Which of the following statements is true regarding oral communication?

A) It is often tangible and verifiable.
B) It can be stored for an indefinite period.
C) The sender can quickly obtain feedback from the receiver.
D) As compared to written communication, it is more likely to be well thought out, logical, and clear.
E) When the message has to pass through a number of people, as the number of people increases the possibility of distortion of the message decreases.

Question 43

Although rumours and gossip transmitted through the grapevine may be informal, it is still an important source of information for employees.

Question 44

Which of the following is not a drawback of written messages?

A) They're time consuming.
B) They are unlikely to be well thought out.
C) They lack built-in feedback mechanisms.
D) It is difficult for senders to confirm whether they have been received.
E) They may be misinterpreted by their receivers.

Question 45

When ________ communication is used for transferring a message, the message becomes tangible and verifiable and it can be stored for an indefinite period.

A) oral
B) grapevine
C) written
D) nonverbal
E) lateral

Question 46

With regard to the grapevine and rumours, a manager should try to ________.

A) ignore it
B) destroy it
C) limit its range and impact
D) use it to her advantage
E) encourage its use

Question 47

Communication messages that are passed through a great many people will most likely suffer from which of the following?

A) selective perception
B) distortion
C) lack of nonverbal cues
D) information overload
E) formal communication integration

Question 48

In the case of oral communication, when the message has to pass through a number of people, as the number of people increases the possibility of distortion of the message decreases.

Question 49

Genepa Corporation manufactures home appliances and other electronic products. Genepa is planning to introduce a new refrigerator model. The marketing manager at Genepa has developed a marketing plan for this new product and wants to communicate this plan to all the employees in the marketing department. Which of the following is most likely to be the best form of communication for communicating this plan?

A) nonverbal communication
B) oral communication
C) written communication
D) grapevine communication
E) lateral communication

Question 50

The advantages of written communication are speed and feedback.

Question 51

Generally, which of the following methods of communication should be used for communicating a complex and lengthy message when the message has to pass through a number of people?

A) grapevine communication
B) written communication
C) oral communication
D) nonverbal communication
E) filtered communication

Question 52

Rumours would most likely flourish in situations when ________.

A) there is no ambiguity
B) there is anxiety
C) the issue at hand is trivial
D) the management encourages transparency regarding all significant organizational issues
E) the organization uses self-managed teams

Question 53

Explain how the grapevine functions and why it exists in organizational communication.

Question 54

For a manager, it is worth understanding the grapevine in the organization because ________.

A) it is the least costly way of transmitting information
B) it improves employee motivation
C) it helps tap into employee anxieties
D) it increases job satisfaction for the employees
E) it improves team efficiency

Question 55

Ideally, oral communication should be used for conveying a complex and lengthy message to a large number of people.

Question 56

Which of the following statements is true regarding the grapevine?

A) It is a formal channel of communication in an organization.
B) It is not an important source of information for employees.
C) It does not serve employees' needs.
D) It has an impact on whether job applicants join an organization.
E) The grapevine is a popular form of written communication.

Question 57

The advantages of oral communication are precision and tangibility.

Question 58

Which of the following forms of communication most likely deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver?

A) written communication
B) downward communication
C) nonverbal communication
D) lateral communication
E) upward communication

Question 59

One of the major disadvantages of oral communication is that ________.

A) people unintentionally change the message and meaning
B) people intentionally change the message and meaning
C) people can ask for immediate feedback
D) both A and B
E) both A and C

Question 60

Which one of the following is an informal source of information for job applicants joining an organization?

A) electronic communication
B) nonverbal communication
C) horizontal communication
D) vertical communication
E) grapevine communication

Question 61

Generally, a body position or movement by itself has a precise and universal meaning.

Question 62

Miranda is a mid-level supervisor at a home improvement store. Over the last few weeks, Miranda has noticed that Lauren has not been doing well at his job and the sales in his area have been slipping. Which method of communication would be best for Miranda to use to address this matter with Lauren?

A) e-mail
B) memo
C) phone call
D) informal meeting
E) formal meeting

Question 63

Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called ________.

A) communication apprehension
B) filtering
C) selective perception
D) emotional block
E) information overload

Question 64

Information overload occurs when ________.

A) the interpretation of the message gets affected by the receiver's cultural background
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favourably
D) the information transmitted to the receiver is distorted by the communication channel
E) the information sent by the sender does not reach the receiver

Question 65

Describe the various forms of nonverbal communication.

Question 66

People often rely on ________ , a relatively superficial consideration of evidence and information making use of heuristics.

A) cognitive thinking
B) encoding
C) decoding
D) automatic processing
E) filtering

Question 67

Which is the best manner in which to introduce information-security to an organization's employees?

A) memo
B) letter
C) meeting
D) discussion forum
E) training video

Question 68

An employment interviewer who expects a female job applicant to put her family ahead of her career is likely to see that in all female applicants, regardless of whether they actually feel that way. This is an example of ________.

A) information overload
B) selective perception
C) emotional labour
D) filtering
E) communication apprehension

Question 69

People who are high in ________ are most likely to be persuaded by evidence and facts.

A) need for affiliation
B) need for cognition
C) need for power
D) need for achievement
E) need for safety

Question 70

Filtering is a barrier to effective communication. Filtering takes place when ________.

A) the interpretation of the message gets affected by the receiver's emotion
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favourably
D) the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics
E) receivers also project their interests and expectations into communications as they decode them

Question 71

Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in ________.

A) filtering information
B) selective perception of information
C) communication apprehension
D) emotional blockage
E) emotional contagion

Question 72

All of the following might make messages more or less persuasive to an employee except ________.

A) his/her level of interest in the outcome
B) his/her previous knowledge of the subject
C) his/her personality
D) the characteristics of the messages themselves
E) his/her emotion

Question 73

Zeus Industries sells satellite television systems. Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems. Which of the following best characterizes the communication problems occurring between employees and senior management?

A) filtering
B) sabotage
C) communication apprehension
D) information overload
E) selective perception

Question 74

All of the following are high in channel richness except ________.

A) words
B) postures
C) writing
D) gestures
E) smiles

Question 75

Discuss the advantages and disadvantages of written communication.

Question 76

A major disadvantage of written communication is that it is more time consuming than oral communication.

Question 77

Discuss the advantages and disadvantages of oral communication.

Question 78

Which of the following refers to a detailed consideration of evidence and information relying on facts, figures, and logic?

A) cognition processing
B) emotion processing
C) message processing
D) automatic processing
E) controlled processing

Question 79

You have recently been promoted to district manager of a large-scale restaurant chain which specializes in affordable meals in a pleasant environment. In accordance with management objectives, you are responsible for increasing sales of appetizers by 20% by the next quarter for the 15 locations in your area. Keeping channel richness in mind, how will you make contact with the restaurant employees to facilitate the sales increase?

Question 80

People are usually forced to think more thoroughly about what they want to convey in a spoken message than in a written one.