Deck 10: Communication

Question 1

Organisations have authority hierarchies and formal guidelines that employees are required to follow.These help the organisation through:

A)emotional expression.
B)motivation.
C)control.
D)information.

Answer 1

C

Question 2

All of the following are examples of downward communication flows EXCEPT:

A)employee attitude surveys.
B)informing employees of procedures.
C)pointing out problems that need attention.
D)managers assigning goals.

Answer 2

A

Question 3

In order to communicate with your co-workers,you would need to use __________ communication.

A)occupational
B)vertical
C)lateral
D)downward

Answer 3

C

Question 4

Communication fosters _________ as a means to improve performance.

A)leadership
B)training
C)motivation
D)communication

Question 5

When employees are required to follow their job description or to comply with company policies,communication is performing a(n)__________ function.

A)emotional expression
B)control
C)motivation
D)information

Question 6

Which of the following is NOT an example of upward communication?

A)employee attitude surveys
B)performance reports prepared by lower management for top management
C)suggestion boxes
D)informing employees of policies

Question 7

Formal guidelines and authority hierarchies are examples of which function of communication?

A)interaction
B)control
C)information
D)organisation

Question 8

__________ serves four major functions within a group: control,motivation,emotional expression and information.

A)Training
B)Leadership
C)Communication
D)Productivity

Question 9

Communication provides a means for employees to interact socially as a function of:

A)control.
B)information.
C)motivation.
D)emotional expression.

Question 10

When can lateral communications create dysfunctional conflict?

A)when bosses find out that actions have been taken or decisions made without their knowledge
B)when the formal vertical channels are breached
C)when members go above or around their superiors to get things done
D)all of the above

Question 11

The communication that is used by group leaders and managers to assign goals,point out problems that need attention and provide job instructions is ________ communication.

A)directional
B)lateral
C)downward
D)formal

Question 12

Communication serves all of the following functions within a group or organisation EXCEPT:

A)control.
B)emotional expression.
C)time management.
D)motivation.

Question 13

Jane is providing an annual review for her employees.This is an example of:

A)upward communication.
B)lateral communication.
C)downward communication.
D)none of the above.

Question 14

Adeline's company is currently undergoing some large-scale changes.As a result,many of the employees are feeling rather frustrated and are reluctant to do their work.They are now unsure of what their role is within the company. Which one of the following is NOT one of the major functions of communication?

A)emotional expression
B)control
C)motivation
D)privacy

Question 15

Suggestion boxes,employee attitude surveys and grievance procedures are examples of:

A)managerial communication.
B)upward communication.
C)horizontal communication.
D)organisational structure.

Question 16

Clarification to employees about what is to be done,how well they are doing and what can be done to improve performance if it is below par are examples of which function of communication?

A)control
B)emotional expression
C)motivation
D)information

Question 17

Adeline's company is currently undergoing some large-scale changes.As a result,many of the employees are feeling rather frustrated and are reluctant to do their work.They are now unsure of what their role is within the company. Adeline wants to increase the social cohesion within the company.What function of communication is likely to be dominant in the task?

A)emotional expression
B)control
C)motivation
D)privacy

Question 18

The function of communication that facilitates decision making is:

A)emotional expression.
B)motivation.
C)control.
D)information.

Question 19

To engage in effective upward communication,an employee should:

A)communicate in detail.
B)support the communication with comprehensive questions.
C)prepare useful strategies.
D)reduce distractions.

Question 20

Most formal directives issued by managers to subordinates would follow which communication direction?

A)upward
B)across
C)lateral
D)downward

Question 21

A sender may choose to use written electronic communication because:

A)the message can be stored for an indefinite period of time.
B)both the sender and receiver have a record of the communication.
C)they are verifiable.
D)all of the above.

Question 22

The grapevine is:

A)an important source of organisational information.
B)used to serve the self-interest of management.
C)controlled by management.
D)usually inaccurate.

Question 23

In terms of facilitating the emergence of a leader,the most effective communication network is the:

A)wheel
B)all-channel network
C)circle
D)chain

Question 24

The ________ network is the least effective for accuracy.

A)wheel
B)chain
C)all-channel
D)spoke

Question 25

The __________ network is best if you are concerned with high member satisfaction.

A)chain
B)wheel
C)all-channel
D)circle

Question 26

The game 'telephone' demonstrates the major disadvantage of oral communication when the message has to be passed through a number of people.This is:

A)potential distortion.
B)static on the line.
C)non-verbal cues.
D)language barriers.

Question 27

Employee social networks perpetuate __________ through the grapevine.

A)expectations
B)morale
C)anxiety
D)gossip

Question 28

Which formal organisational network rigidly follows the chain of command?

A)chain
B)wheel
C)all-channel
D)circle

Question 29

Which formal organisational network permits all group members to actively communicate with each other?

A)chain
B)wheel
C)all-channel
D)circle

Question 30

Com-net is a telecommunications company.Two departments within the company are sales and billing.The sales team is responsible for calling existing customers to offer Internet packages.However,the package offered quite frequently does not arrive and the customer is still billed for using Internet services that they have not received. In the situation above,there is a need for greater ________ communication.

A)downward
B)upward
C)lateral
D)informal

Question 31

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

A)They are more likely to be well-thought-out,logical and clear.
B)They are time-consuming.
C)There is a lack of feedback.
D)There is no assurance the communication is been received.

Question 32

With regard to the grapevine,a manager should try to:

A)force people to use formal communication channels.
B)ignore it.
C)understand its importance to the communication network.
D)destroy it.

Question 33

PowerPoint,instant messaging and social media represent:

A)formal organisational communication channels.
B)informal organisational communication channels.
C)technological communication.
D)written communication.

Question 34

Which formal organisational network relies on a central figure who acts as the conduit?

A)chain
B)wheel
C)all-channel
D)circle

Question 35

The informal communication network is called the:

A)all-network.
B)rumour mill.
C)grapevine.
D)chain.

Question 36

The __________ communication network is well illustrated by self-managed teams.

A)interpersonal
B)all-channel
C)wheel
D)circle

Question 37

Which of the following is NOT a formal small-group network?

A)wheel
B)all-channel
C)chain
D)spoke

Question 38

Which of the following is a(n)communication made by an electronic device?

A)text messaging
B)email
C)videoconferencing
D)all of the above

Question 39

An example of a(n)________ communication network is when a checkout clerk reports to a department manager,who in turn reports to a store manager,who reports to a regional manager.

A)wheel
B)lateral
C)all-channel
D)chain

Question 40

When all communication is channelled through the supervisor,a __________ communication network exists.

A)lateral
B)wheel
C)directional
D)circle

Question 41

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

A)jargon.
B)selective perception.
C)feedback.
D)filtering.

Question 42

Filtering,selective perception,information overload and language are:

A)potential barriers to effective communication.
B)necessary for effective communication.
C)communication techniques.
D)none of the above.

Question 43

The amount of information that can be transmitted during a communication episode is called:

A)perception.
B)filtering.
C)feedback.
D)channel richness.

Question 44

Which of the following statements about text messaging is TRUE?

A)Text messaging is an asynchronous technology.
B)Texts are usually sent via a mobile phone.
C)They are alternatives to phone calls.
D)All of the above.

Question 45

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

A)emotions.
B)filtering.
C)selective perception.
D)language.

Question 46

Kara is a university tutor whose students have recently informed her that they find the specified course textbook to be rather difficult to comprehend and somewhat unrelated to the learning objectives of the course.As the unit coordinator requested feedback from the tutors,Kara then wrote an email stating these student opinions in an attempt to provide useful feedback.Upon receiving the email,the unit coordinator got somewhat angry,accusing Kara of questioning his authority and intelligence.However,after some face-to-face discussion,the coordinator realised that Kara was only acting as a medium for passing on the students' opinions,and the issue was resolved. This reflects the need for:

A)verbal communication.
B)written communication.
C)channel richness.
D)feedback.

Question 47

In recent months,Alicia has found her work to be increasingly difficult.She relates to a colleague that her manager frequently changes his mind about what he had previously said without realising it.He frequently asks her to do one task only to reprimand her later,insisting that he asked her to prioritise another task. In this case,which form of communication should be utilised more frequently?

A)oral communication
B)verbal communication
C)written communication
D)non-verbal communication

Question 48

Which of the following is a barrier to effective communication?

A)filtering
B)language
C)selective perception
D)all the above

Question 49

All of the following statements about face-to-face communication are correct EXCEPT:

A)It provides for a maximum amount of information to be transmitted.
B)It scores highest in terms of channel richness.
C)Feedback is delayed.
D)It offers multiple information cues.

Question 50

If you read the minutes of the meeting,you would NOT have the benefit of the:

A)non-verbal communication.
B)aggressive indications.
C)social platforms.
D)comments in the blog.

Question 51

All of the following are examples of non-verbal communication EXCEPT:

A)evaluation of a competitor's intentions.
B)facial expressions.
C)intonations or emphasis given to words.
D)physical distance between the message sender and receiver.

Question 52

_________ is(are)a website where entries are written,generally displayed in reverse chronological order,about news,events and personal diary entries.

A)Facebook
B)Blogs
C)Twitter
D)Instant messaging

Question 53

When a person manipulates information so that it will be seen more favourably by the receiver,they are:

A)filtering information.
B)using vertical communication.
C)communicating favourably.
D)using selective perception.

Question 54

If when making a decision we consider information about the decision in a superficial way,we are conducting ________ processing.

A)manual
B)automatic
C)controlled
D)processing

Question 55

Which of the following is a limitation of email as a communication tool?

A)Emails can be read at the recipient's convenience.
B)Messages can be quickly written,edited and stored.
C)They can be distributed to one person or thousands in an instant.
D)They can be misinterpreted.

Question 56

The two most important messages that body language conveys are:

A)(1)the extent to which we understand someone,and (2)the level of interest we hold in the sender's information.
B)(1)the extent to which we understand someone,and (2)the level of interest we hold in the receiver's message.
C)(1)the extent to which we do not hear someone,and (2)the clarity of the sender's message.
D)(1)the extent to which we like someone and are interested in the sender's views,and (2)the perceived status between sender and receiver.

Question 57

When making a decision,if we consider information about the decision in a detailed way,relying on facts and figures,we are conducting ________ processing.

A)manual
B)automatic
C)controlled
D)subconscious

Question 58

An interviewer who is expecting a female applicant to put her family ahead of her career is using:

A)nonverbal communication.
B)selective perception.
C)filtering.
D)prejudice.

Question 59

Body movements,physical distance and looking at your watch are all examples of:

A)non-verbal communication.
B)verbal communication.
C)informal networks.
D)kinesics.

Question 60

Which of the following statements about non-verbal communication is FALSE?

A)It includes meanings transmitted through facial expressions.
B)Body language adds to,and often complicates,verbal communication.
C)It is insignificant and can be ignored in the process of explaining and predicting behaviour.
D)It does not make use of oral processes,speech or formal language.

Question 61

________ is the tension and anxiety about oral and/or written communication.

A)Communication absence
B)Communication apprehension
C)Noncommunication
D)Communication breakdown

Question 62

Low-context cultures,such as that of ________,rely essentially on words to convey meaning.

A)China
B)Australia
C)Vietnam
D)Saudi Arabia

Question 63

What is the grapevine and what are its main characteristics?

Question 64

Discuss the three common small group networks (wheel,chain,and all-channel).Evaluate each on their effectiveness.

Question 65

________ occurs when the information we have to work with exceeds our processing capacity.

A)Effective communication
B)Selective processing
C)Filtering
D)Information overload

Question 66

Low-context cultures value:

A)directness.
B)status.
C)trust.
D)subtle cues.

Question 67

Brenda is a recruiter for a global corporation with subsidiaries all over the world.She needs to convey information to future employees that will help them understand the importance of communicating across cultures. She should explain to future employees that oral agreements imply strong commitments in ________ cultures.

A)high-context
B)high-content
C)low-context
D)low-content

Question 68

Brenda is a recruiter for a global corporation with subsidiaries all over the world.She needs to convey information to future employees that will help them understand the importance of communicating across cultures. Brenda explains to future employees that __________ cultures,such as China and Vietnam,rely heavily on non-verbal cues.

A)low-content
B)low-context
C)high-content
D)high-context

Question 69

________ cultures rely heavily on non-verbal and subtle situational cues when communicating with others.

A)High-content
B)Low-content
C)High-context
D)Low-context

Question 70

Which of the following is TRUE when explaining those affected by oral-communication apprehension?

A)They may distort the communication demands of their jobs.
B)They may rely on emails or text messages to convey information that would be better taken care of through oral communication.
C)They may limit their oral communication and then rationalise their behaviour.
D)All of the above.

Question 71

One survey found that over ____ per cent of managers reported remaining silent about at least one issue of significant concern.

A)10
B)30
C)50
D)85

Question 72

Cultural barriers to communication include all of the following EXCEPT barriers caused by:

A)semantics.
B)word connotations.
C)the grapevine.
D)tone differences.

Question 73

Brenda is a recruiter for a global corporation with subsidiaries all over the world.She needs to convey information to future employees that will help them understand the importance of communicating across cultures. Which of the following is a good tip to provide employees who must deal with different cultures?

A)When in doubt,listen.
B)Establish an environment of equality.
C)State facts,not interpretations.
D)All of the above.

Question 74

Explain the directions of communication and give examples of each.

Question 75

Words may mean different things to different people;_______ influence(s)this the most.

A)context
B)age
C)both of the above
D)none of the above

Question 76

Which of the following is/are recommendation(s)for reducing misperceptions when communicating with people from a different culture?

A)Foster an environment of mutual respect.
B)Proactively maintain the identity of the group.
C)Delay judgments until you've had time to interpret.
D)All of the above.

Question 77

Zeus Industries sells digital technology systems.The senior management feels that barriers are hindering communication.Frequently,senior managers feel that their employees are telling them only what they think the senior managers want to hear.Some middle managers are unable to deal with the vast amount of information in this fast-changing industry. When subordinates manipulate information so that it will be seen more favourably by their managers,________ occurs.

A)sabotage
B)overload
C)feedback
D)filtering

Question 78

Zeus Industries sells digital technology systems.The senior management feels that barriers are hindering communication.Frequently,senior managers feel that their employees are telling them only what they think the senior managers want to hear.Some middle managers are unable to deal with the vast amount of information in this fast-changing industry. _______ is likely to occur at Zeus Industries when there is emphasis on status differences.

A)Defensiveness
B)Filtering
C)Selective perception
D)Information overload

Question 79

You had been feeling successful at work,but lately you have experienced conflict and frustrations.What are the four functions of communication and how will they help you overcome these challenges?

Question 80

Individuals have difficulty communicating with people outside of their culture because they are:

A)experiencing a lack of credibility.
B)highly productive and innovative.
C)drawing on the listener's cultural background and situation.
D)making generalisations about their cultural origin.