Deck 11: Communication

Question 1

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

Answer 1

C
Explanation: C) Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved.

Question 2

Before communication can take place it needs a ________.

A) purpose
B) channel
C) receiver
D) filter
E) decoder

Answer 2

A
Explanation: A) Before communication can take place it needs a purpose, a message to be conveyed between a sender and a receiver. The key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback.

Question 3

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

Answer 3

A
Explanation: A) Communication that flows from one level of a group or organization to a lower level is downward communication. It's used by group leaders and managers communicating with employees to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance.

Question 4

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 5

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

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

Question 6

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 7

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

Question 8

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

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

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

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

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

Question 11

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 12

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 13

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.

Question 14

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

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

Question 15

The receiver of a communication must first ________ the message.

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

Question 16

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 17

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 18

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 a 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 19

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 20

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) 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 21

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 22

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 23

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 24

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 25

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 26

Which of the following statements is true regarding the grapevine?

A) It is a formal channel of communication in an organization.
B) About 10 percent of information that flows along the grapevine is accurate.
C) It is controlled by management.
D) Most employees perceive it as more believable and reliable than formal communiqués issued by top management.
E) The grapevine is a popular form of written communication.

Question 27

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 28

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 29

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 30

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 31

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

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

Question 32

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 33

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

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

Question 34

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 network?

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

Question 35

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 non-verbal cues
D) information overload
E) formal communication integration

Question 36

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 37

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 38

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 39

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 40

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 41

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 favorably
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 42

If Albert is apprehensive regarding oral communication, which of the following behaviors is he least likely to display?

A) He prefers to talk on the phone.
B) He distorts the communication demands of his job.
C) He limits his oral communication and then tends to rationalize his behavior.
D) He relies on memos or letters.
E) He avoids face-to-face communication.

Question 43

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 labor
D) filtering
E) communication apprehension

Question 44

Which of the following types of electronic communications is preferable for one- or two-line messages?

A) blogs
B) video conferencing
C) instant messaging
D) tele conferencing
E) e-mails

Question 45

Which of the following is not a recommendation to effectively manage e-mail?

A) Don't check e-mail in the morning.
B) Check e-mail throughout the day.
C) Stop sending lots of e-mails.
D) Unsubscribe to e-mail newsletters you don't need.
E) Check e-mail in batches.

Question 46

Rumors 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 47

With regard to the grapevine and rumors, 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 48

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 49

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 50

Which of the following is not a barrier to effective communication?

A) filtering
B) silence
C) selective perception
D) information overload
E) the grapevine

Question 51

Silence, as a communication barrier, is less likely where ________.

A) the organization is highly centralized
B) the information is filtered by the sender
C) the receiver engages in selective perception
D) high procedural justice prevails
E) people experience information overload

Question 52

What can managers do to make sure that important information isn't withheld from them through silence?

A) engage in selective perception
B) listen to and support diverse opinions
C) deal with information overload
D) hire employees with high emotional intelligence
E) tell employees what they want to hear

Question 53

Which of the following statements is true regarding e-mail?

A) Electronic mail started with the inception of the Internet.
B) As compared to verbal messages, the potential to misinterpret e-mails is even greater.
C) The cost of sending e-mails to employees is generally much higher than the cost of distributing printed letters to them.
D) E-mail is the best way to communicate negative information.
E) Organizations rarely use e-mail for official purposes.

Question 54

Which of the following forms of electronic communications is most likely to use a portable communication device?

A) open source software
B) networking software
C) e-mail
D) text messaging
E) instant messaging

Question 55

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 56

Which of following best represents "e-mail bankruptcy"?

A) deleting your e-mail ID
B) checking your e-mails only once a month
C) allowing somebody else to operate your e-mail account
D) creating a new mail ID every month and redirecting all your old e-mails to the new ID
E) wiping out your entire inbox and starting over

Question 57

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 favorably
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 58

Even when we're communicating in the same language, words mean different things to different people, and ________ and context are two of the biggest factors that influence such differences.

A) educational qualification
B) gender
C) age
D) religion
E) social class

Question 59

Which of the following types of electronic communications occurs in "real" time?

A) open source software
B) networking software
C) e-mail
D) business mail
E) instant messaging

Question 60

The phrase "get the low hanging fruit" means ________.

A) deal with the assumptions in communication
B) eliminate communication difficulties
C) deal with the easiest parts first
D) find followers who will support you
E) eliminate inconsistencies in communication style

Question 61

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 62

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
The advantages of oral communication are precision and tangibility.

Question 63

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
In the communication process, decoding precedes encoding.

Question 64

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.
The mistakes committed by the sales staff suggest that sales personnel are probably experiencing which of the following as a result of their intensive training?

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

Question 65

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 problem occurring between employees and senior management?

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

Question 66

Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock.
Joe misses the one o'clock meeting because he misunderstood which meeting Mary was referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe's misunderstanding therefore occurred due to ________.

A) improper encoding
B) improper decoding
C) noise
D) a lack of feedback
E) improper channel selection

Question 67

A manager should practice ________, which means in dealing with cross-cultural communication, a manager should put herself in the place of the employee to understand the employees values, experiences and frames of reference.

A) evaluation
B) empathy
C) complicity
D) commiseration
E) apathy

Question 68

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
Brenda should advise new employees to do which of the following when dealing with others from different cultures?

A) remember that individuals are similar in many ways
B) avoid interpreting another's actions until you know the full story
C) act decisively and quickly to demonstrate your power
D) minimize opportunities for feedback
E) do your best to avoid conflict

Question 69

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
Brenda explains to new employees that ________ cultures rely heavily on nonverbal cues and subtle situational cues in communicating with others, and a person's official status, place in society, and reputation carry considerable weight.

A) low power distance
B) high power distance
C) uncertainty avoiding
D) low-context
E) high-context

Question 70

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 71

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
Communication that flows from one level of a group or organization to a lower level is lateral communication.

Question 72

Which of the following is not something a manager should do to communicate better across cultures?

A) assume similarity until difference is proven
B) emphasize description rather than interpretation
C) practice empathy
D) interpret the situation from the differing perspectives of all concerned
E) treat interpretations as a working hypothesis

Question 73

Which of the following values is most likely to be important to low-context cultures?

A) status
B) directness
C) titles
D) trust
E) space

Question 74

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.
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 75

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
The advantages of written communication are speed and feedback.

Question 76

James and Neung are negotiating a purchase from Neung's Tai corporation. James notices that Neung is very quiet. Rather than assume that Neung is upset at how the negotiations are going, James continues to discuss the details of how the purchase will ensue. Finally James closes the deal and later learns that Neung's quiet moments were respectful moments to allow James to reveal his deal. Which strategy did James use to succeed?

A) assume certain universal similarities
B) emphasize description rather than interpretation
C) practice empathy
D) assume differences until similarity is proven
E) treat interpretations as a working hypothesis

Question 77

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

A) sender
B) receiver
C) medium
D) message
E) decoder

Question 78

In ________, people rely heavily on nonverbal and subtle situational cues in communicating with others, and a person's official status, place in society, and reputation carry considerable weight.

A) individualistic cultures
B) low power distance cultures
C) cultures that score low on uncertainty avoidance
D) high-context cultures
E) cultures that have long time orientation

Question 79

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them in communicating across cultures.
Lateral communications are often created to short-circuit the vertical hierarchy within an organization.

Question 80

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.
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