Deck 13: Communicating

Question 1

People assume that others share their views, and pay more attention to their own views than to the views of others.

Answer 1

True

Question 2

________ is any interference in the communication process that blocks perfect understanding.

A) A cue
B) Noise
C) An amplifier
D) Reinforcement
E) Ambiguity

Answer 2

B

Question 3

Asha, a team lead, wanted to make some changes in the seating arrangement of her team members in order to improve communication between them. She chalked out a plan that she thought would suit everybody. She sent the plan to all the members and asked them for their opinions and suggestions. This is an example of

A) one-way communication.
B) intrapersonal communication.
C) two-way communication.
D) a soliloquy.
E) a monologue.

Answer 3

C

Question 4

Hiring and retaining talented people in virtual offices is easy because they support scheduling flexibility.

Question 5

Sharing strategic plans and financial information with employees could lead to leaks to competitors or to employee dissatisfaction with compensation.

Question 6

Richard, a manager, has just received some bad news from his foreign counterpart about an ongoing negotiation. He is disturbed and is thinking of ways to control the damage. At the same time, a subordinate walks into his office and asks for an extended leave due to a family emergency. Richard refuses to grant leave despite it being an emergency situation. In this scenario, Richard's disturbed mood is representative of _____ in the communication process between himself and his subordinate.

A) ambiguity
B) perceptual bias
C) a physical barrier
D) a language barrier
E) noise

Question 7

Long hours of being constantly close to technical tools used for communication contribute to high morale.

Question 8

Silence has no significance in communication.

Question 9

Which of the following is true of communication?

A) It primarily involves withholding and distorting information.
B) It refers to the transmission of information and meaning from one party to another through the use of shared symbols.
C) It ends when a sender transmits his or her message.
D) It is less accurate when it is two way than when it is one way.
E) It can seldom be hampered as there is perfect correlation between what a sender has to say and what people hear.

Question 10

True two-way communication means not only that a receiver provides feedback but also that the sender is receptive to the feedback.

Question 11

_______ is a process in which information flows in a single direction, from a sender to a receiver, with no feedback loop.

A) Participative decision making
B) Reverse mentoring
C) One-way communication
D) Participative problem solving
E) Interactive communication

Question 12

Which of the following is true of one-way communication as compared to two-way communication?

A) One-way communication is faster and easier for the sender than two-way communication.
B) One-way communication is more time-consuming than two-way communication.
C) One-way communication is more accurate than two-way communication.
D) One-way communication is more effective than two-way communication.
E) One-way communication is more likely to be understood than two-way communication.

Question 13

The grapevine within an organization can be destructive when irrelevant or erroneous gossip and rumors proliferate and harm operations.

Question 14

_______ is a transmission of information wherein the receiver of a message provides feedback and the sender is receptive to the feedback.

A) Two-way communication
B) Mass communication
C) A monologue
D) Intrapersonal communication
E) A soliloquy

Question 15

One-way communication is more difficult and time-consuming than two-way communication.

Question 16

If no boundaries separate people, jobs, processes, and places, then ideas, information, decisions, and actions can move to where they are most needed.

Question 17

Managers need to excel at reading interactions and adjusting their communication styles and perceptions to the people with whom they interact.

Question 18

Robin sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of

A) interactive communication.
B) participative decision making.
C) one-way communication.
D) participative problem solving.
E) nonverbal communication.

Question 19

Carla met her manager to discuss an issue she was facing in the office. During the meeting, her manager's phone was constantly ringing. This made it difficult for Carla to explain her problem clearly. Her manager, distracted by the ringing phone, could not grasp the significance of the problem and sent Carla back with half-hearted promises to take appropriate action. In this scenario, the ringing telephone represents

A) a cue.
B) noise.
C) a filter.
D) a communication channel.
E) media richness.

Question 20

Sabrina, a working mother, comes home after a hard day at the office. Her seven-year old son, Liam, wants to tell her about his day at school. He begins to explain about how he got selected for his school's soccer team. However, Sabrina is unable to pay attention to her son out of sheer exhaustion. In this context, Sabrina's fatigue represents _____ in the communication process between herself and her son.

A) a physical barrier
B) perceptual bias
C) ambiguity
D) an attitudinal barrier
E) noise

Question 21

Which of the following is an advantage of one-way communication over two-way communication?

A) It is more accurate than two-way communication.
B) It is less difficult and time-consuming than two-way communication.
C) It helps the receivers understand the information better when compared to two-way communication.
D) It provides better scope for opinions and suggestions than two-way communication.
E) It creates fewer problems in the process when compared to two-way communication.

Question 22

Ian, a senior employee, has been assigned a task by his manager, Miranda. He has been asked to monitor the activities of some new employees in the team and report to her if he finds them engaged in activities that are not work related. Ian finds that the new employees were spending far too much time on social networking sites at work. However, instead of reporting this to Miranda straightaway, he advises the new employees to refrain from using those sites in the future. Moreover, he tells Miranda that the new employees were doing their work effectively. In this scenario, Ian has engaged in

A) encoding.
B) encrypting.
C) social loafing.
D) bootlegging.
E) filtering.

Question 23

You are under an) _____ if you think there is a perfect correlation between what you say and what people hear.

A) misconception
B) illusion
C) delusion
D) hallucination
E) spell

Question 24

Carl gives a formal presentation to his team members about the new software that he has recently reviewed. He feels that it will be very useful for his team and will increase efficiency. However, some members of the team disagree with Carl and argue that it could lead to a decrease in productivity. Carl, irritated at being challenged, feels that the team members are making excuses for being lazy. In the context of this scenario, Carl's judgment has been influenced by

A) his self-efficacy.
B) social facilitation effect.
C) noise.
D) groupthink.
E) his perception.

Question 25

Kiera requested Ronald, her manager, for an extended break from work because she wanted to take a three-month course in gemology. However, Ronald refused to grant her leave. He explained to Kiera in a face-to-face meeting that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Kiera understood the problem and consented to stay and work. Which of the following is a reason why oral communication was more appropriate than written communication for Ronald to use in this situation?

A) Oral communication can be revised several times before being sent.
B) Oral communication is more persuasive than written communication.
C) Oral communication provides no opportunity for questions to be asked and answered.
D) Oral communication provides more time to analyze the message than written communication.
E) Oral communication becomes a permanent record that can be saved.

Question 26

Kelly was instructed by her manager, Ira, during a coffee break not to share an e-mail with anyone since it contained proprietary information. Later, another manager, Jon, asked her to forward that e-mail since it was related to the work he was doing. He told Kelly that Ira had approved of him using the e-mail. Without asking for a written request, Kelly forwarded the e-mail to Jon. When Ira discovered this, she held Kelly responsible for insubordination and refused to believe her story. In the context of the communication between Jon and Kelly, which of the following is a disadvantage of oral communication that led to Kelly's difficult situation?

A) Oral communication can lead to spontaneous emotional outbursts.
B) The receiver of oral communication cannot sense the sender's sincerity.
C) Oral communication allows no scope for a permanent record of the message.
D) The receiver of oral communication has too much time to analyze the message.
E) Oral communication provides no scope for direct and immediate feedback.

Question 27

The human tendencies to filter and perceive subjectivity underlie much of the _____ communication.

A) effective
B) repetitive
C) ineffective
D) verbal
E) nonverbal

Question 28

When you withhold, ignore, or distort information, you are using the process of

A) filtering.
B) decoding.
C) perception.
D) nonverbal behavior.
E) verbal behavior.

Question 29

Scott, a company representative from the United States, and Samir, a company representative from India, are having problems understanding what each other expects regarding the completion on the project. This is most likely due to

A) people's perceptions can undermine attempts to communicate.
B) communication breakdowns often occur when business transactions take place between people from different countries.
C) people do not pay attention to everything going on around them.
D) people send mixed signals that can undermine the intended messages.
E) nonverbal communication patterns are different and confusing.

Question 30

_____ problems arise when the receiver doesn't listen carefully or reads too quickly and overlooks a key point.

A) Perception
B) Filtering
C) Decoding
D) Encoding
E) Compound

Question 31

Which of the following practices is best avoided in order to communicate effectively with someone who speaks a different language?

A) using active verbs
B) pausing frequently
C) repeating each important idea using different words
D) using compound, long sentences
E) using as many visual restatements as possible

Question 32

Marvin, an employee at UniPal Corp., has recently joined the company and is being trained at present. However, he is not able to communicate well with his trainer, Melissa. As a result, Melissa feels that Marvin does not have the positive attitude or the will to work. She speaks to Marvin about the issue, but feels that he is not sincere enough in his statements since she has already formed opinions about him from his past behavior. In this scenario, Melissa's _____ does not allow her to interpret Marvin's statements correctly.

A) perception
B) self-efficacy
C) locus of control
D) self-esteem
E) motivation

Question 33

Which of these is an advantage of written communication?

A) It allows scope for immediate feedback.
B) It is more persuasive than oral communication.
C) It gives a sender complete control over where and when a message is read.
D) It is a permanent record that can be saved.
E) It makes it easier for a receiver to sense a sender's sincerity than oral communication does.

Question 34

Which of the following is recommended when making a presentation to an audience who speaks a different language?

A) Repeat each important idea using different words to explain the same concept.
B) Eliminate facial and hand gestures as they distract the audience.
C) Use passive verbs.
D) Use colloquial expressions frequently.
E) Avoid pausing between sentences.

Question 35

Justin, an American sales manager, travels to Brazil to make a business presentation. His counterpart, Pedro, does not speak English very well. During the presentation, when Justin pauses after a question, Pedro takes a long time to respond. When he does respond, he uses poor grammar and mispronounces. How should Pedro's reaction be interpreted?

A) Pedro lacks experience in his field.
B) Pedro is thinking slowly in his language.
C) Pedro is not interested in the presentation.
D) Pedro has poor knowledge of the topic.
E) Pedro is stereotyping Justin.

Question 36

It is _____ to exaggerate or manipulate one's message, omit negative information, or state opinions as facts to achieve personal gain.

A) ethical
B) unethical
C) sincere
D) honest
E) decent

Question 37

Tara works as a senior manager at TechWin Software Inc. As part of her improvement program, she asked her team members to state what they felt was a demerit in her leadership style. Nobody criticized her because they knew that she liked being praised by her peers and friends. In this scenario, the team members were engaged in

A) decoding.
B) accommodating.
C) filtering.
D) blogging.
E) encrypting.

Question 38

Joshua, a manager, instructed his subordinate, Leona, to mobilize their team and prepare a report on how the office could be made more environment-friendly. Leona misunderstood Joshua and explained to her team members that their manager wanted them to minimize the usage of office resources. In this context, why would it have been better for Joshua to communicate to Leona through an e-mail instead of instructing her orally?

A) The receiver can control where and when a message is read.
B) The sender can provide feedback immediately.
C) The message remains the same even if relayed through others.
D) The receiver can gauge the sender's sincerity better than when communicated orally.
E) The message is more persuasive than when released orally.

Question 39

Which of the following is true of perception?

A) Perceptual processes primarily involve withholding, ignoring, or distorting information.
B) Perception is subjective because people's self-interested motives and attitudes toward the sender and the message bias their interpretations.
C) Communication becomes ineffective when people incorporate others' perspectives into their interpretation of issues.
D) The human tendencies to perceive subjectively underlie much of the effective communication.
E) As a result of perception, it can be assumed that the other person exactly means what a receiver thinks he or she means.

Question 40

______ is the process of receiving and interpreting information.

A) Filtering
B) Encryption
C) Accommodation
D) Perception
E) Coding

Question 41

_____ refers to a set of Internet-based applications that encourage user-provided content and collaboration.

A) Web 2.0
B) Fax
C) Telegraphy
D) Multimedia
E) Teleconferencing

Question 42

Janet, a manager, sends an e-mail warning Kevin, a subordinate, of disciplinary action to be taken if he continues to take long coffee breaks and spend too much time on personal phone calls. However, Kevin did not attach too much importance to the e-mail. He felt it was akin to a passing reminder. Which of the following is a reason why Janet should have spoken to Kevin directly and avoided the use of e-mail?

A) Electronic media leaves a permanent record of communication for later reference.
B) Electronic media encourages more people to participate and share their ideas with.
C) Electronic media prevents interpretation of subtle nonverbal cues conveyed by a sender.
D) Electronic media increases time and expenses related to traveling, photocopying, and mailing.
E) Electronic media is an ineffective tool for communicating routine messages.

Question 43

Which of the following holds true for the use of electronic media at work?

A) It encourages more people to participate and share their ideas with others.
B) It is effective for solving all types of complex problems.
C) It aids interpretation of subtle nonverbal cues conveyed by a sender.
D) It engenders more trust among users than face-to-face communication.
E) It does not allow sensitive or private information to be leaked.

Question 44

Face-to-face discussions, telephone conversations, and formal presentations are examples of

A) intrapersonal communication.
B) nonverbal communication.
C) oral communication.
D) monologues.
E) soliloquies.

Question 45

Aaron, the CEO of a multinational company, has decided to implement certain new corporate processes for increased efficiency and productivity. He wishes to conduct the implementation in a phased manner in all divisions of the company, throughout the world. Also, he wishes to inform every employee of the impending change and ensure that they fully understand its implications. Which of the following is a reason why he should send an e-mail describing the changes and its benefits?

A) It supports interpretation of subtle nonverbal cues conveyed by a sender.
B) It is the most appropriate tool to communicate sensitive or private information.
C) It allows information to be shared rapidly with large numbers of stakeholders.
D) It engenders more trust among users than face-to-face communication does.
E) It is a highly effective tool for communicating and solving complex problems.

Question 46

Which of the following statements is true of electronic communication?

A) It can be used only for written communication, not oral communication.
B) It allows a receiver to pick up subtle, nonverbal, or inflectional clues about what a communicator is thinking or conveying.
C) It involves tools that allow people to access shared files simultaneously, share views, and do work collectively.
D) It can only be used to send and receive messages within an organization and not outside the organization.
E) It fails to leave a permanent record of communication for later reference.

Question 47

Which of the following is a disadvantage of written communication?

A) It leads to spontaneous responses.
B) There is no permanent record of the message.
C) It provides a receiver little time to analyze the message.
D) The message cannot be revised several times.
E) The message must contain enough information to answer anticipated questions.

Question 48

Which of the following is an advantage of oral communication?

A) The message can be revised several times before being released.
B) The receiver can gauge the sender's sincerity.
C) The message remains the same even after it is relayed through others.
D) The receiver has more time to analyze the message.
E) The message becomes a permanent record that can be saved.

Question 49

Which of the following is true of electronic messages?

A) There can be no permanent record of electronic messages.
B) Electronic messages are extremely safe as they cannot be saved or leaked.
C) Electronic messages are the private property of the system's owner, not of the sender.
D) They cannot be forwarded by recipients to others without the original sender knowing it.
E) When electronic messages are deleted, it means that they are completely destroyed.

Question 50

In _____, an application of Web 2.0, users subscribe to receive news, blogs, or other information they select.

A) podcasts
B) hosted services
C) wikis
D) really simple syndication
E) mashups

Question 51

Camron is facing a problem at work. Two of his subordinates have approached him to resolve a work-related conflict between them. He has decided upon a solution and has framed an e-mail to inform his subordinates. However, one of the subordinates might be offended by Camron's decision. Which of the following is a reason why he should avoid using e-mail to resolve the conflict?

A) E-mail fails to leave a permanent record of communication for later reference.
B) E-mail encourages more people to participate and share their ideas with others.
C) E-mail can hurt feelings, be insensitively worded, or be intentionally hurtful.
D) E-mail can be an ineffective tool for communicating routine messages.
E) E-mail does not allow information to be shared rapidly with large numbers of stakeholders.

Question 52

Ethan, a general manager at Coral Products Inc., has decided to work from home as his wife is ill. He uses e-mails and teleconferencing to communicate with his team members and customers. This system of working is an example of

A) crowdsourcing.
B) outsourcing.
C) virtual offices.
D) job rotation.
E) job sharing.

Question 53

Which of the following is an advantage of communicating electronically?

A) Sensitive or private information can be safely transmitted.
B) Information can be shared rapidly with a large number of stakeholders.
C) Higher-quality decisions can be made in comparison to face-to-face communication.
D) Complex problems can be solved effectively.
E) Engenders more trust among users than does face-to-face communication.

Question 54

Laura, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as sensitively as possible, without hurting the employee's feelings and self-confidence. Which of the following modes of communication would be most appropriate in this situation?

A) text message
B) e-mail
C) face-to-face discussion
D) instant message
E) memo

Question 55

_______ is posting text to a website.

A) Surfing
B) E-mailing
C) Browsing
D) Blogging
E) Mapping

Question 56

E-mail is most appropriate for

A) resolving conflicts.
B) communicating routine messages.
C) exchanging confidential information.
D) communicating subtle, nonverbal, or inflectional clues.
E) exchanging large quantities of complex information.

Question 57

Which of the following is an advantage of using electronic media at work?

A) It enables routine messages to be delivered with speed.
B) It is effective for solving complex problems.
C) It enables interpretation of subtle nonverbal cues conveyed by a sender.
D) It engenders more trust among users than face-to-face communication does.
E) It safeguards sensitive or private information.

Question 58

Larry, a team lead, completed the performance analysis of his team members. Before the team members could access it, Larry was required to send the reports to a senior manager for further evaluation and approval. He decided to send it via e-mail. Which of the following is a reason why he should avoid using electronic media to send the report?

A) Electronic media does not provide a permanent record of communication for later reference.
B) Sensitive or private information can be leaked or sent to a wrong recipient.
C) Electronic media is an inaccurate tool to deliver routine messages.
D) Electronic media may not be effective for solving some types of complex problems.
E) Messages do not remain the same after they have been relayed to others.

Question 59

Which of the following is a disadvantage of using electronic media at work?

A) Expenses are increased.
B) Private information may get leaked.
C) Decision making becomes inefficient in terms of quality.
D) Information can be shared only within small groups.
E) Simple problems cannot be solved.

Question 60

Which of the following is a disadvantage of oral communication?

A) It is less persuasive than written communication.
B) The sender lacks immediate and direct feedback.
C) It can lead to spontaneous, regrettable responses.
D) It requires the sender to record the message permanently.
E) The message must be long enough to include answers to anticipated questions.

Question 61

Which of the following practices should be avoided in order to listen effectively?

A) focusing on central ideas
B) withholding evaluation until the speaker's message is understood
C) judging the speaker's delivery instead of the content
D) capitalizing on thought speed
E) having several systems for note taking

Question 62

In general, you should send difficult and unusual messages through

A) e-mail.
B) memos.
C) face-to-face.
D) phone calls.
E) letters.

Question 63

Which of the following is true of the richest media?

A) They provide feedback after an extended period of time.
B) They prevent the use of different types of cues.
C) They limit the use of descriptive language.
D) They are more personal than technological.
E) They are expensive and tedious to use.

Question 64

Julia posts information about the new cleaning products her company has developed and how they are safe for the environment. Julia is using an) _____ to communicate.

A) instant message
B) e-mail
C) blog
D) status update
E) RSS

Question 65

When sending powerful and persuasive messages, you need to avoid messages that are

A) simple.
B) told with stories.
C) exciting.
D) told using multiple metaphors.
E) informative.

Question 66

_____ communication is the richest medium because it offers a variety of cues in addition to words.

A) Text message
B) E-mail
C) Face-to-face
D) Telephone
E) Video

Question 67

Which of the following is an advantage of electronic communication within organizations compared to other methods?

A) It takes less time to make higher-quality group decisions.
B) It reduces time and expenses devoted to traveling.
C) There is lesser risk of leaks or negative portrayals.
D) There is enhanced ability to solve complex problems.
E) It is easier to pick up subtle, nonverbal clues.

Question 68

The CEO of a multinational company finds that profits are drastically decreasing. He realizes that the employees need to be immediately made aware of the challenges the company is facing. The company has several branches in various parts of the world. Which of the following is an appropriate media for the CEO to use?

A) e-mail
B) videoconference
C) memo
D) newsletter
E) telephone

Question 69

Although organizations rely heavily on computer-aided communication for group decision making, face-to-face groups have all the following characteristics expect

A) the ability to make higher-quality decisions.
B) they take less time.
C) they are more satisfying for members.
D) they are appropriate for routine messages.
E) they are more efficient.

Question 70

Even before it begins, in _____ negotiators distrust one another more than in face-to-face negotiations.

A) online bargaining
B) blogging
C) Internet-based applications
D) e-mail
E) brainstorming

Question 71

An advantage of _____ communication is that the receiver of a message can gauge a sender's sincerity.

A) written
B) oral
C) perceptive
D) filtering
E) mass

Question 72

Jeremy, a manager, calls for a meeting with his subordinate, Nadia, to discuss a new project. When she gives her opinion, Jeremy summarizes it in order to ensure that he has understood Nadia's point the way she meant it. In which of the following practices, leading to effective communication, is Jeremy involved?

A) filtering
B) encrypting
C) groupthink
D) reflection
E) crowdsourcing

Question 73

A disadvantage of _____ communication is that the sender lacks immediate feedback.

A) oral
B) written
C) repetitive
D) demonstrative
E) face-to-face

Question 74

Which of the following is the least rich communication medium?

A) face-to-face communication
B) videoconference
C) memo
D) e-mail
E) telephone

Question 75

Memos are the _____ communication medium.

A) richest
B) rich
C) least rich
D) richer
E) worst

Question 76

Jacob, a human resource manager, wants to inform all the employees about the annual renewal of the health care policy adopted by the company. Based on media richness, which of the following would be the most appropriate medium to communicate the routine message?

A) face-to-face discussion
B) telephone
C) one-on-one interview
D) e-mail
E) small group meeting

Question 77

Which of the following is true of face-to-face communication?

A) It is a less rich medium than telephone.
B) It is best suited to transmit simple and routine messages.
C) It allows more descriptive language than a memo does.
D) It provides lesser opportunity for feedback than a memo does.
E) It limits the variety of cues that can be conveyed.

Question 78

Samantha needs a decision today about a product release. She is looking for support from her team that is more in-depth than, "Looks good to me." She is experiencing which disadvantage of electronic communication?

A) It may not be effective for solving some types of complex problems.
B) It encourages more people to participate and share their ideas with others.
C) It enables routine messages to be delivered with speed and efficiency.
D) It engenders more trust among users than does face-to-face communication.
E) It reduces the time to communicate.

Question 79

E-mail is less suitable for sharing all of the following expect

A) confidential information.
B) resolving conflicts.
C) routine messaging.
D) negotiating.

Question 80

_______ is the degree to which a communication channel conveys information.

A) Media richness
B) Locus of control
C) Media thickness
D) Span of control
E) Message intensity