Deck 11: Communication

Question 1

Formal information channels are characterized by ________.

A) the transmission of spontaneous messages
B) the emergence in response to individual choices
C) the absence of noise in the communication cycle
D) the personal and social nature of usage
E) being compliant with the organizational authority chain

Answer 1

E
Explanation: Formal channels are established by the organization and transmit messages related to the professional activities of members. They traditionally follow the authority chain within the organization. Other forms of messages, such as personal or social, follow informal channels, which are spontaneous and emerge as a response to individual choices.

Question 2

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

Answer 2

D
Explanation: The channel is the medium through which the message travels.

Question 3

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

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

Answer 3

C
Explanation: 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 4

Norah Baines is one of the most devoted teachers at Oakwood Academy. She has been working with the institution for seven years and is expecting a promotion soon. However, Norah's candidacy for this promotion is passed over in favor of another less experienced male employee due to, in Norah's view, her plans to start a family soon. Consequently, Norah expresses her concerns and even complains to other teachers and expresses her frustration and disappointment. Norah's communication falls into the ________ aspect of communication.

A) management
B) feedback
C) facilitation
D) emotional sharing
E) informal

Question 5

In the communication process, decoding precedes encoding.

Question 6

When the receiver of a communication translates the message, it is known as ________.

A) encoding
B) conveying
C) transmitting
D) filtering
E) decoding

Question 7

Before communication can take place, a ________ is required.

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

Question 8

Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in this scenario?

A) Hilda
B) Joe
C) Jennifer
D) Ann
E) Stacey

Question 9

Which of the following statements is 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 10

The ________ is the actual physical product of the sender's encoding.

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

Question 11

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

A) receiver
B) decoder
C) transmitter
D) sender
E) receptor

Question 12

The sender, the message, and the receiver are all parts of the communication process.

Question 13

Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication.

A) filtering
B) information
C) emotional expression
D) control
E) informal

Question 14

Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who is the first sender in this scenario?

A) Joe
B) Stacey
C) Jennifer
D) Ann
E) Hilda

Question 15

Which of the following statements is true with regard to communication?

A) Communication cannot be used to motivate and control employees in an organization.
B) Communication involves the transfer and understanding of meaning.
C) Communication involves the mere imparting of meaning to another person or group.
D) Perfect communication is not dependent on a channel and its richness.
E) Perfect communication results in dissimilar mental models.

Question 16

Brian Grazer found good communication makes organizations successful. Communication is powerful: no group or organization can exist without sharing meaning among its members.

Question 17

It's important to remember that persuasion can benefit or harm an organization.

Question 18

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) creator
B) receiver
C) encoder
D) sender
E) transmitter

Question 19

Which of the following is the final step in the communication process?

A) silence
B) feedback loop
C) all-channel transmission
D) decoding
E) encoding

Question 20

The emotional sharing function of communication involves ________.

A) managers motivating employees by setting specific goals
B) management communicating company policies to employees
C) managers training employees in decision-making strategies
D) members of the organization following their job descriptions
E) members of the organization showing their satisfaction and frustrations

Question 21

Which of the following is an example of upward communication?

A) Jennifer has just received an outstanding performance rating as a part of the yearly appraisals.
B) Sherry is holding a project initiation meeting with her team to familiarize them with the guidelines and requirements.
C) The assembly line workers have conducted a signature campaign asking for the revision of the old pay scales.
D) The management has recently given a copy of the new safety policies that the employees must abide by in their daily work.
E) The heads of the different departments of Carver Inc. have met to discuss their plans for the coming year.

Question 22

Which of the following is a disadvantage of downward communication?

A) communication apprehension
B) inferiority complex
C) inability to convey feedback
D) one-way nature
E) fear of authority chain

Question 23

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

Question 24

The all-channel network permits group members to communicate actively with each other.

Question 25

Lateral communication is often created to short-circuit the vertical hierarchy within an organization.

Question 26

What are the seven key parts of the communication process?

Question 27

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 will then discuss the issue with her department director before any changes can be implemented. Peter is most likely a part of a ________ small-group network.

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

Question 28

Carol Zelner, the manager of a small event management company, is known for her efficiency. She provides the team with clearly defined tasks, guidelines, and directives. Further, she is always available to provide feedback or resolve troubles. Recently, with Carol on leave for about three weeks, the team had a lot of problems. The team members lacked the requisite information on client details, locations, and budgets and had to repeatedly cross-check with each other or the clients. Which of the following, if true, would best explain the problems faced by Carol's team currently?

A) Members of Carol's team have a high degree of satisfaction with their role in the team's communication.
B) Carol selects employees for her company by evaluating their personality traits to ensure that they fit well into the team-based environment of the company.
C) Carol encourages all group members to actively communicate with each other.
D) Carol's team primarily consists of individuals from low-context cultures.
E) The communication in Carol's team follows the approach represented by a wheel network.

Question 29

Which of the following is a unique advantage of lateral communication?

A) Lateral communication helps in the transmission of ideas and information.
B) Lateral communication occurring with management's knowledge and support can be beneficial even if it does not follow the formal vertical structure.
C) Lateral communication facilitates emotional expression, enhances motivation, and helps the organization control its employees effectively.
D) Lateral communication facilitates coordination at the intradepartmental level.
E) Lateral communication works quickly as it does not follow the stages of the communication process.

Question 30

The ________ network is a type of formal small-group network that rigidly follows the formal and hierarchical levels of command.

A) matrix
B) chain
C) wheel
D) all channel
E) cross-functional

Question 31

Gehring Services is a company organized around a strong management which values experience, knowledge, and structure. The company has a detailed framework of rules, procedures, and guidelines in place to help employees respond to problems in an orderly manner. Mails, memos, and notifications are used to communicate between managers, employees, and the management. Despite such provisions to help in structuring and executing work, the company incurs losses for delays and quality issues. One of their key clients had asked for two similar projects to be delivered by the teams headed by Briony and Benedict. While Benedict's team completed the project successfully on time, Briony's team had to implement numerous last-minute changes to meet client specifications, and she ended up delivering the project over a week late. Which of the following, if true, would explain this delay in Briony's submission?

A) Briony's team was comprised of members who generated a lot of positive synergy while working together.
B) Briony and Benedict had teams comprising equal members and were allocated company resources in equitable manner.
C) The company stipulated that all communication be in the upward or downward mode only to ensure clarity and control.
D) Briony had a good track record with clients who trusted her to do a good job.
E) The management allowed Briony's team an extension to complete the project.

Question 32

Communication that flows from one level of a group or organization to a lower level is called ________.

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

Question 33

Discuss the advantages and disadvantages of oral communication.

Question 34

Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. Although the latest marketing strategy announced that a new product would be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication.

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

Question 35

Which of the following is an example of downward communication?

A) Harry is reporting the work he has done for the day to his supervisor.
B) Ben, an assembly line worker, is communicating some safety concerns he has to his manager.
C) Silas has just sent a request for leave to his supervisor and is hoping that it will be accepted.
D) John and Jack, the production and the marketing managers, have met to discuss the budget constraints they are facing.
E) Ray is holding his monthly meeting with his team in which he informs them of their monthly targets.

Question 36

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 37

Managers can identify influencers (highly networked people trusted by their coworkers) by noting which individuals are small talkers (those who regularly communicate about insignificant, unrelated issues).

Question 38

The ________ network is a type of formal small-group network that relies on a central figure to act as the conduit for all the group's communication.

A) matrix
B) chain
C) wheel
D) all channel
E) cross-functional

Question 39

Communication that flows to a higher level in the group or organization is called ________.

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

Question 40

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 41

Which of the following modes of communication does not fall under the concept of nonverbal communication?

A) physical distance
B) personal e-mails
C) intonations
D) facial expressions
E) body movement

Question 42

Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors?

A) initiating disciplinary action against the employee who started the rumor
B) refusing to comment on issues that appear to be controversial and unfair
C) creating a more informal communication environment at the workplace
D) encouraging employees to communicate their concerns and suggestions
E) ignoring the rumor as rumors grow because of the attention given to them

Question 43

Which of the following statements is true with regard to nonverbal communication?

A) Nonverbal communication has a high degree of potential distortion.
B) E-mails and memos are examples of nonverbal communication.
C) The importance of nonverbal cues is low as they have no fixed meanings.
D) Level of interest and the perceived status between a sender and a receiver can be studied through body language.
E) Messages received through oral and nonverbal communication cannot be contradictory to each other.

Question 44

The informal communication network in an organization is ________.

A) determined by organization
B) based on clear and factual information
C) rooted in issues of minimal importance to employees
D) characterized by ambiguity
E) controlled by the management

Question 45

Janice is a part of a work team comprised of five members. Explain the various ways in which this team may be organized and how it would impact the team's communication.

Question 46

Which of the following forms of communication is characterized by the use of only body movements, intonations, facial expressions, and physical distance to communicate?

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

Question 47

What is the difference between videoconferencing and conference calling?

Question 48

When writing e-mails, text language is generally considered acceptable.

Question 49

Describe the various forms of nonverbal communication.

Question 50

Which of the following statements is true regarding oral communication?

A) It is 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, the possibility of distortion of the message decreases.

Question 51

The criteria of member satisfaction is best met by the ________ type of formal small-group network.

A) hierarchical
B) wheel
C) chain
D) traditional
E) all-channel

Question 52

The ________ network is a type of formal small-group network that permits the entire group to actively communicate with each other.

A) matrix
B) virtual
C) wheel
D) chain
E) all-channel

Question 53

Written communication such as letter writing is characterized by ________.

A) a high degree of potential distortion
B) the speed of transmission and feedback
C) the availability of nonverbal cues
D) its lasting nature
E) minimal time required for transmission and feedback

Question 54

Crossed arms convey a feeling of approachability.

Question 55

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 56

Which of the following represents the informal communication network in an organization?

A) feedback loop
B) grapevine
C) chain network
D) all-channel network
E) wheel network

Question 57

The all-channel network is practiced most commonly in ________.

A) traditional teams
B) self-managed teams
C) cross-functional teams
D) problem-solving groups
E) work groups

Question 58

Discuss the three common small-group networks. Evaluate each on their effectiveness. Is there any one best network?

Question 59

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 60

Managers should minimize the negative consequences of rumors by limiting rumors' range and impact.

Question 61

E-Way is an electronics company that is developing a new cell phone that will be released in the market soon. Which of the following, if true, would strengthen the argument that the company should use social media to promote the new cellphone?

A) E-Way's last two releases received a lot of criticism from consumers.
B) One of E-Way's rival companies had used social media unsuccessfully to advertise its new product.
C) The production team overshot the budget and the marketing team has low funds.
D) The target consumers for the cellphone are not restricted to any demographic category.
E) The company has a tightly integrated production and distribution mechanism.

Question 62

Which of the following is not a recommendation to writing e-mails?

A) make the subject line short and topic-related
B) offer a greeting and salutation
C) do not use bullet points
D) always check your spelling
E) reply within 24 hours

Question 63

Which of the following is true regarding social networking?

A) Individuals between ten and eighteen years of age are the fastest growing group of users of Facebook.
B) Many organizations have developed their own in-house social networking applications.
C) The use of social networking sites eliminates cyber loafing at work.
D) Social networking sites are primarily for interpersonal communication and have no business-related uses.
E) Social networking is a protected activity that cannot be intercepted.

Question 64

Discuss the use of social media websites in business settings.

Question 65

Facebook is a hybrid social networking service that allows users to post microblog entries or tweets to their subscribers about any topic, including work.

Question 66

What are the benefits and drawbacks of e-mail?

Question 67

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

Question 68

How would you relate the concepts of wheel network and information overload?

Question 69

Sixty-five percent of all remote meetings are done via audio only.

Question 70

Which of the following communication channels provides the lowest information richness?

A) online group discussions
B) face-to-face conversations
C) telephone conversations
D) voice mail
E) reports and bulletins

Question 71

Social networking is a tool for prospective employees, hiring managers, and employees.

Question 72

Communicating through e-mail provides ________.

A) a host of nonverbal cues to understand the message better
B) the best means to convey negative information
C) a cheaper alternative to the conventional communication through letters
D) a secure communication link that nobody else can access
E) an option to hold real-time meetings with people in different locations

Question 73

Voice refers to the ability to contribute words of value to the meeting or other forum in the workplace.

Question 74

Which of the following types of electronic communications is used to communicate by posting status updates, videos, and photos?

A) blogs
B) video conferencing
C) social media websites
D) grapevine
E) e-mails

Question 75

Which of following is true regarding text messaging?

A) They represent the best means to communicate long messages that must be archived.
B) The guidelines for business use of texting are still evolving.
C) They represent a secure mode of communication that cannot be intercepted.
D) Instant messaging is not dependent on the availability of Internet or computers.
E) Text messaging is transmitted primarily via computers.

Question 76

A(n) ________ is a web site about a single person or company.

A) e-mail account
B) social networking site
C) blog
D) instant messaging portal
E) file transfer protocol

Question 77

Which of the following communication channels provides the highest information richness?

A) e-mail
B) face-to-face conversations
C) online group discussions
D) voice mail
E) memos and letters

Question 78

When using e-mail in a business setting, you should ________.

A) use an informal writing style
B) use text language
C) avoid bullet points
D) give a greeting
E) reply only when you have a definitive answer

Question 79

When you need to gauge the receptivity of a recipient, which type of communication is best?

A) Twitter
B) e-mail
C) traditional letters
D) social media
E) oral communication

Question 80

Europe has the world's largest number of social media users.