Deck 10: Communication

Question 1

Jargon

A)often leads to effective communication.
B)often leads to ineffective communication.
C)is usually characteristic of particular jobs or occupations.
D)can be very intimidating to new organizational members.
E)All of the above

Answer 1

E

Question 2

Which of the following is an example of jargon?

A)Any incident of non-verbal communication
B)The manager used video to address the department.
C)The MBA used the word downsizing.
D)The secretary started a rumour that the company was bankrupt.
E)The manager was reluctant to inform her boss that the report was going to be late.

Answer 2

C

Question 3

The toy market has fallen off,and the Zippy Toy Company has to lay off workers.The plant manager must inform all the workers,but he is so upset about his task that he writes a vague,contradictory letter which no one understands.What happened?

A)Rumour has caused confusion.
B)Jargon caused the manager to produce non-verbal communication.
C)All-channel communication was used when exit interviews would have been better.
D)The mum effect caused the workers to have decoding problems.
E)Status differences have resulted in ineffective communication.

Answer 3

D

Question 4

Jargon is a form of

A)decoding.
B)non-verbal communication.
C)verbal communication.
D)body language.
E)communication media.

Question 5

Which of the following best represents the accuracy of the grapevine?

A)At least 75 percent of the controversial organizationally related information carried by the grapevine is correct.
B)At least 75 percent of the noncontroversial organizationally related information carried by the grapevine is correct.
C)At least 75 percent of the controversial organizationally related information carried by the grapevine is incorrect.
D)At least 75 percent of the noncontroversial organizationally related information carried by the grapevine is incorrect.
E)At least 75 percent of the controversial and noncontroversial organizationally related information carried by the grapevine is incorrect.

Question 6

Effective communication occurs when the right people receive the right information in a ________ manner.

A)timely
B)formal
C)friendly
D)filtered
E)proper

Question 7

You want your employees to feel comfortable in your office.Research suggests

A)placing your desk between them and you.
B)not being so tidy that it scares people away.
C)dressing in designer fashions.
D)decorating with plants and posters.
E)placing your credentials and awards in a prominent location.

Question 8

Which of the following is an example of the mum effect?

A)The president of a firm would not tell a newspaper reporter what the firm's market share was.
B)The secretary did not care to participate in the office grapevine.
C)The manager would only communicate with workers through their supervisor.
D)The sales manager decided to postpone announcing the good news about the Christmas bonuses until the company party at the end of the month.
E)The young lawyer who lost the court case delayed telling the senior partner of the law firm.

Question 9

The constructive expression of disagreement or concern about work unit or organizational policies is known as

A)filtering.
B)the grapevine.
C)voice.
D)rumours.
E)upward communication.

Question 10

In order for a receiver to understand a communicated message,he or she must first ________ the message.

A)filter
B)encode
C)decode
D)transmit
E)integrate

Question 11

The mum effect is a good example of

A)moderately high information richness.
B)poor cross-cultural communication.
C)information overload.
D)filtering.
E)ineffective decoding.

Question 12

Which of the following is an example of horizontal communication?

A)A supervisor tells an employee that he has been performing poorly.
B)An employee explains to her boss why her performance has not been up to par recently.
C)The vice-president of marketing sends a memo to the vice-president of manufacturing.
D)The president of a college calls a meeting to explain the college's financial situation to the faculty.
E)A purchasing agent leaves a voicemail message for a new supplier.

Question 13

Who is decoding a message?

A)Robin,who is initiating downward communication
B)Sal,who is preparing a financial statement
C)William,who is studying blueprints
D)Olive,who is making a speech
E)Sylvia,who is passing along a bit of gossip about a coworker

Question 14

Who is encoding messages?

A)Bob,who is writing a technical report
B)Aaron,who is hearing a rumour on the grapevine
C)Sharon,who is the target of upward communication
D)Alexis,who is trying to figure out what her boss's memo means
E)Victor,who is trying to decipher some legal jargon in a contract

Question 15

The chain of command does not reflect the number of communication channels that exist in organizations because

A)it ignores informal communication.
B)it ignores downward communication.
C)it ignores upward communication.
D)it ignores horizontal communication.
E)managers may not encode communication.

Question 16

Which of the following is an example of filtering?

A)The manager confused her secretary.
B)Bob didn't tell his employees about their impending layoffs.
C)Sarah misunderstood her boss's memo.
D)Ralph sent an email directly to the vice president to explain the sudden decrease in sales.
E)All of the above

Question 17

Sticking with the strict chain of command is most likely to impede ________ communication.

A)formal
B)upward
C)downward
D)horizontal
E)backwards

Question 18

Research suggests that

A)employees with good performance ratings are more likely to be informed of those ratings than employees with bad ratings.
B)employees with good performance ratings are less likely to be informed of those ratings than employees with bad ratings.
C)employees with good and bad performance ratings are just as likely to be informed of these ratings.
D)employees with good and bad performance ratings are just as unlikely to be informed of these ratings.
E)employees are seldom informed about their performance regardless of how they have performed.

Question 19

Which of the following is an example of encoding?

A)Thinking
B)Reading a novel
C)Reading a memo
D)Writing a letter
E)Watching television

Question 20

Communication is defined as

A)understanding between people.
B)the exchange of information.
C)a method of persuasion.
D)the flow of information down an organizational hierarchy.
E)the encoding of information.

Question 21

Which of the following is true?

A)What is considered polite behaviour is similar across cultures.
B)Exit interviews conducted by managers provide a wealth of accurate information.
C)The clothing people wear communicates interpretable messages.
D)In Latin America,an extended gaze is considered rude.
E)Interpretation of emotions in basic facial expressions varies widely across cultures.

Question 22

In which of the following cases is cross-cultural communication very good?

A)Understanding symbolic gestures
B)Conveying etiquette and politeness
C)Agreeing on what constitutes punctuality
D)Interpreting basic emotions in facial expressions
E)Physical proximity and contact

Question 23

Which of the following statements about organizational communication is false?

A)Physical location affects the opportunity to participate in the grapevine.
B)Supervisors can be trained to communicate more effectively.
C)It is more difficult to regulate non-verbal communication when the sender has low emotional involvement.
D)Organizational grapevines can communicate accurate information.
E)Personality plays a role in the transmission of grapevine information.

Question 24

The mum effect is one example of

A)how the grapevine works.
B)how rumours get transmitted.
C)how information filtering occurs.
D)how the clothing we wear transmits information.
E)how status can lead to problems in informal communication.

Question 25

Which group has the lowest context culture?

A)Japanese
B)Swiss
C)Egyptian
D)Chinese
E)Australian

Question 26

________ are one of the few forms of communication that have similar meanings across cultures.

A)Physical gestures
B)Facial expressions of basic emotions
C)Social conventions
D)Lubricant expressions
E)Greetings

Question 27

The mum effect means that people

A)fail to encode bad news.
B)fail to decode bad news.
C)refuse to pass on a rumour.
D)refuse to filter information.
E)prefer to communicate bad news rather than to receive it.

Question 28

Showing up late for a meeting is a sign of success in

A)Japan.
B)the United States.
C)Canada.
D)Brazil.
E)Germany

Question 29

Which area has the highest context culture?

A)North America
B)Latin America
C)Scandinavia
D)Germany
E)Australia

Question 30

Who is most likely to pass on grapevine information?

A)Introverts
B)Those with high self-esteem
C)Extraverts
D)Males
E)Females

Question 31

You are a member of a Canadian company trying to negotiate with a German firm.Which of the following instructions should you be sure to follow?

A)Keep meetings with the Germans brief and to the point.
B)Provide the German firm with short non-detailed contracts.
C)Ensure all members of your team speak privately to you and you convey their message.
D)Provide the Germans with knowledge of yourself and your culture.
E)Use lubricant expressions to soften rejection.

Question 32

Which of the following statements about the decor and arrangement of offices is true?

A)Although visitors read things into office decor and arrangement,decor and arrangement are unrelated to the personality of the occupant.
B)Although office decor and arrangement are related to the personality of the occupant,visitors do not make attributions about the occupant from decor and arrangement.
C)Office decor and arrangement neither convey the personality of the occupant nor evoke attributions in visitors about the occupant.
D)Employees feel more comfortable when there is a desk between them and their manager.
E)An office which is tidy may be seen as more welcoming than one which is messy.

Question 33

Voice refers to

A)a specialized language used by members of particular occupations or organizations.
B)the transmission of messages by some medium other than speech or writing.
C)speaking up.
D)a condition in which a person's words,thoughts,feelings,and actions all contain the same message.
E)all of the above.

Question 34

Which of the following is not a basic principle of effective communication?

A)Take the time
B)Listen
C)Feedback
D)Jargon
E)Congruence

Question 35

Rumours are

A)examples of non-verbal communication.
B)examples of jargon.
C)always false.
D)examples of filtering.
E)unverified beliefs.

Question 36

Non-verbal communication does not include

A)the way one decorates and arranges one's office.
B)the clothing one wears.
C)one's use of jargon.
D)one's body language.
E)props and artifacts.

Question 37

You are a member of a Canadian company trying to negotiate with a Chinese firm.Which of the following instructions should you be sure to follow?

A)Keep meetings with the Chinese brief and to the point.
B)Provide the Chinese firm with long detailed contracts.
C)Ensure that all members of your team are able to jump into the discussion at any time.
D)Provide the Chinese with knowledge of yourself and your culture.
E)Ignore differences in age and rank when dealing with the Chinese.

Question 38

The filtering of information pertains to what type of communication?

A)Upward communication
B)Downward communication
C)Non-verbal communication
D)Upward and downward communication
E)Cross-cultural communication

Question 39

When doing business with people from Arab countries it is wise to avoid

A)touching.
B)extended gaze.
C)sitting or standing close together.
D)discussions about your family or personal life.
E)getting down to business very quickly.

Question 40

Which of the following is an example of a high-context culture?

A)Canada
B)Australia
C)Northern Europe
D)Scandinavia
E)Japan

Question 41

Which of the following is not cited as a distinguishing factor in the differences between male and female communication styles?

A)Getting credit
B)Asking questions
C)Giving compliments
D)Boasting
E)Gossiping

Question 42

An organization's informal communication network is known as the

A)greenvine.
B)gruntvine.
C)grapevine.
D)gripevine.
E)grapeline.

Question 43

According to the text,which medium can transmit the richest information?

A)Video
B)Face-to-face interaction
C)Computer
D)Telephone
E)Written memos

Question 44

Traditionally,employee performance appraisal has been viewed as an exercise in

A)horizontal communication.
B)informal communication.
C)upward communication.
D)downward communication.
E)ineffective communication.

Question 45

Two important dimensions of information richness are

A)the degree to which information is synchronous and the extent to which both parties can receive non-verbal and paraverbal cues.
B)the degree to which information is asynchronous and the extent to which both parties can receive non-verbal and paraverbal cues.
C)the degree to which information is synchronous and the extent to which both parties can receive paraverbal cues.
D)the degree to which information is asynchronous and the extent to which both parties can receive paraverbal cues.
E)the degree to which information is synchronous and the extent to which both parties can receive non-verbal cues.

Question 46

The most information rich media are

A)highly asynchronous and high in paraverbal cues.
B)highly asynchronous and high in non-verbal and paraverbal cues.
C)highly synchronous and high in non-verbal cues.
D)highly synchronous and high in paraverbal cues.
E)highly synchronous and high in non-verbal and paraverbal cues.

Question 47

After six months on your new job,you were expecting your boss to provide you with a review of your performance.However,to your surprise,your co-workers and clients are also providing information on your performance.What is this an example of?

A)Congruence
B)Information richness
C)Grapevine
D)Survey feedback
E)360-degree feedback

Question 48

360-degree feedback is usually used for

A)employee development and salary determination.
B)employee development.
C)salary determination.
D)advancement potential.
E)employee development and advancement potential.

Question 49

Which message translates best across cultures?

A)A look of anger
B)A "thumbs up" signal
C)A touch while speaking
D)A lubricant expression
E)Arriving late for a meeting

Question 50

Computer-mediated groups have been found to

A)enhance the quality of ideas generated.
B)enhance the number of ideas generated.
C)enhance the richness of communication.
D)enhance the number and quality of ideas generated.
E)enhance the speed with which ideas are generated.

Question 51

The performance appraisal system that has been adopted by several companies to enhance communication is called

A)peer review.
B)180 degree feedback.
C)360 degree feedback.
D)employee-manager process review.
E)query system.

Question 52

Which of the following is not an appropriate active listening technique?

A)Awareness of body language
B)Asking questions
C)Showing empathy
D)Responding as soon as possible
E)Paraphrasing what the speaker means

Question 53

360-degree feedback systems usually focus on

A)bottom-line performance.
B)behavioural competencies.
C)group performance.
D)individual performance.
E)all aspects of performance.

Question 54

Which of the following provides information in a 360 degree feedback system?

A)Clients
B)Employees
C)Peers
D)Superiors
E)All of the above

Question 55

Which of the following are high on non-verbal and paraverbal cues?

A)Face-to-face interaction and email
B)Face-to-face interaction and memos
C)Letters and memos
D)Face-to-face interaction and videoconferencing
E)Computer-mediated groups and face-to-face interactions

Question 56

What do these organizations have in common? Air Canada and Bell Canada.

A)TV networks
B)Telephone hotlines
C)Suggestion systems
D)360-degree feedback
E)Employee surveys and survey feedback

Question 57

Which statement about media choice and communication is true?

A)It is best to always choose the medium that is capable of transmitting the richest information.
B)Less routine messages require richer media.
C)Routine messages require richer media.
D)Richer media consistently lead to better communication.
E)Richer media lead to lower levels of censorship.

Question 58

Which of the following is an example of high synchronous communication?

A)Memos
B)Letters
C)Email
D)Chat
E)Face-to-face

Question 59

360-degree feedback is also known as

A)circular feedback.
B)multisource feedback.
C)multiple feedback.
D)full circle feedback.
E)multipurpose feedback.

Question 60

An employee hotline generally

A)is a means of downward communication.
B)uses the richest communication medium available.
C)is a form of non-verbal communication.
D)replaces an employee suggestion system.
E)replaces the 360 degree feedback system.

Question 61

Who is most likely to exercise voice?

A)More satisfied employees who identify more strongly with their work unit or organization
B)More committed employees who identify more strongly with their work unit or organization
C)More satisfied employees who are more committed to the organization
D)More satisfied employees who like to communicate
E)More satisfied employees who don't like to use the grapevine

Question 62

Silence refers to

A)the failure to communicate.
B)withholding relevant information.
C)the use of written communication.
D)the use of non-verbal communication.
E)the use of technology to communicate.

Question 63

Voice can be directed to

A)teammates.
B)one's boss.
C)management.
D)teammates,one's boss,or management.
E)one's boss or management.

Question 64

When are query systems most effective?

A)When verbal communication is used to disseminate the questions and answers
B)When non-verbal communication is used to disseminate the questions and answers
C)When verbal and non-verbal communication is used to disseminate the questions and answers
D)When the questions and answers are widely disseminated
E)When they are used with a suggestion system

Question 65

Myra knows that her organization should not be using certain chemicals in the production process but has decided not to say anything about it.What is this an example of?

A)A rumour
B)The grapevine
C)Jargon
D)Silence
E)Filtering

Question 66

Which of the following will result in a climate of silence?

A)Rumours
B)The grapevine
C)Jargon
D)Self-censorship
E)Filtering

Question 67

People strongly overestimate their skill in both communicating and interpreting sarcasm,humour,and emotions via

A)teleconference.
B)videoconference.
C)email.
D)chat formats.
E)face-to-face.

Question 68

Voice can be contrasted with

A)email.
B)written communication.
C)non-verbal communication.
D)informal communication.
E)silence.

Question 69

When survey results are fed back to employees,along with management responses and any plans for changes,this feedback should enhance

A)downward communication.
B)upward communication.
C)horizontal communication.
D)informal communication.
E)upward and downward communication.

Question 70

Who is most likely to exercise voice?

A)Those who are conscientious and agreeable
B)Those who are extraverted and agreeable
C)Those who are conscientious and extraverted
D)Those who are conscientious and introverted
E)Those who are agreeable and introverted

Question 71

Which of the following best characterizes high "voicers"?

A)They report more work stress than those who remain silent.
B)They report lower job satisfaction than those who remain silent.
C)They report less work stress than those who remain silent.
D)They report higher job satisfaction than those who remain silent.
E)They report lower organizational commitment than those who remain silent.

Question 72

Voice can be considered a form of

A)organizational citizenship behaviour.
B)non-verbal communication.
C)job performance.
D)filtering.
E)ineffective communication.

Question 73

The constructive expression of disagreement or concern about work unit or organizational practices is known as

A)the grapevine.
B)jargon.
C)voice.
D)informal communication.
E)the mum effect.

Question 74

Psychological safety is important for

A)cross-cultural communication.
B)voice.
C)the grapevine.
D)upward communication.
E)downward communication.

Question 75

Which of the following contributes to a positive climate for voice?

A)Direct supervisors
B)Teammates
C)Direct supervisors and teammates
D)Higher level managers
E)Direct supervisors and higher level managers

Question 76

What did middle managers working in the California information technology sector use to "profile" the identity and status of office occupants?

A)Clothing
B)Office decor
C)Computer-mediated communication
D)360-degree feedback
E)Survey feedback

Question 77

The manager who can communicate effectively ________ can expect increased ________ in return.

A)upward; downward
B)downward; upward
C)horizontal; upward
D)upward; horizontal
E)downward; horizontal

Question 78

What does psychological safety refer to?

A)A shared belief that it is safe to say what you want
B)A shared belief that it is safe to use the grapevine
C)A shared belief that informal communication is safe
D)A shared belief that it is safe to take social risks
E)A shared belief that what you say will be confidential

Question 79

Which of the following contributes to silence and works against voice?

A)Filtering
B)The grapevine
C)Jargon
D)Rumours
E)The mum effect

Question 80

Jake has described something to you that you have never heard about.All employees in his organization are allowed to ask management questions about the organization that are then answered for them and printed in the company newsletter.What is this called?

A)Employee survey and survey feedback
B)360-degree feedback
C)Suggestion system
D)Query system
E)Open door policy