Deck 14: Interpersonal and Organizational Communication

Question 1

Good communication occurs only when the recipient ________.

A) agrees with the sender's message
B) acknowledges the message
C) understands the speaker's meaning
D) makes eye contact with the speaker

Answer 1

C

Question 2

In which one of the following cases is communication used to control employee behavior?

A) Sandy tells Mitch that she's happy with the progress he's making.
B) Glenn lets Ann know that the deadline for her project has been postponed.
C) Jan informs Sara that she must follow the dress code at work.
D) Chris gives Jason tips on how to improve his performance.

Answer 2

C

Question 3

Explain why communication is important to managers and organizations. What four functions does it serve?

Answer 3

Communication serves four major functions: control, motivation, emotional expression, and information. Communication acts to control employee behavior in several ways. Organizations have authority hierarchies and formal guidelines that employees are expected to follow. For instance, when employees are required to communicate any job-related grievance first to their immediate manager, to follow their job description, or to comply with company policies, communication is being used to control. But informal communication also controls behavior. When work groups tease a member who's working too hard or producing too much (making the rest of the group look bad), they're informally controlling the member's behavior. Communication encourages motivation by clarifying to employees what is to be done, how well they're doing, and what can be done to improve performance if it's not up to par. As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication is required. For many employees, their work group is a primary source of social interaction. The communication that takes place within the group is a fundamental mechanism by which members share frustrations and feelings of satisfaction. Communication, therefore, provides a release for emotional expression of feelings and for fulfillment of social needs. Finally, individuals and groups need information to get things done in organizations. Communication provides that information. None of these four functions is more important than the others. For groups to work effectively, they need to maintain some form of control over members, motivate members to perform, provide a means for emotional expression, and make decisions. You can assume that almost every communication interaction that takes place in a group or organization is fulfilling one or more of these four functions.

Question 4

Pat is very happy with her team of 15 customer care representatives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let her subordinates know when she is happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________.

A) decision making
B) negotiation
C) motivation
D) expressing emotion

Question 5

Everything a manager does involves communicating.

Question 6

Which one of the following is true for the communication process?

A) The decoding process takes place within the channel.
B) Noise cannot affect the encoding of the message.
C) Encoding takes place before the message reaches the medium.
D) The sender decodes the message and then transmits it.

Question 7

Bonnie has had a bad day. She is venting to her supervisor about her problems. Bonnie is using communication to ________.

A) control behavior
B) motivate her supervisor to take action
C) express her emotions
D) inform her supervisor of her personal problems

Question 8

Formal communication can control behavior, but informal communication cannot.

Question 9

Good communication requires agreement with the message.

Question 10

For communication to be successful, meaning must be imparted and ________.

A) received by the other person
B) acknowledged by the receiver
C) feedback must be sent back to the sender
D) understood by the receiver

Question 11

________ consists of all the patterns, networks, and systems of communication within an organization.

A) The grapevine
B) Interpersonal communication
C) Organizational communication
D) Formal communication

Question 12

Brandon is telling his coworkers what he learned at the technical seminar he recently attended. Brandon is using communication to ________.

A) negotiate
B) inform
C) regale
D) motivate

Question 13

George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________.

A) deciphering the message
B) organizational communication
C) lateral communication
D) decoding the message

Question 14

Amber has called her work group together to assign tasks for the day. In this instance, Amber is using communication to ________.

A) control behavior
B) provide feedback
C) express emotions
D) challenge her employees

Question 15

If a manager clearly and articulately verbalizes instructions to a subordinate, communication has taken place.

Question 16

In which one of the following cases has communication occurred?

A) Gary updates his blog regularly, even though no one reads it.
B) Brian attends all the Algebra lectures, but is unable to understand the subject.
C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available.
D) Ana tells her manager that she needs a new computer, but he says that the company can't afford it.

Question 17

When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________.

A) control
B) motivate
C) provide a release for emotional expression
D) persuade

Question 18

Alan has just given his subordinates a very difficult project. Now he is telling them he has every confidence they will be successful. Alan is using communication to ________.

A) inspire
B) motivate
C) control
D) manipulate

Question 19

During the communication process, the message is converted to a symbolic form. This process is called ________.

A) decoding
B) encoding
C) deciphering
D) symbolizing

Question 20

Communication can both inform the receiver and control behavior.

Question 21

Adam has to tell the members of his department that the office hours have changed from flexible hours to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new work time policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which one of the following explains why the message was not understood?

A) The sender did not decode the message appropriately.
B) The recipients did not encode the message correctly.
C) The noise in the process interfered with the transmission of the message.
D) The channel was not appropriate for the delivery of this message.

Question 22

Which one of the following methods of communication should be used when the sender requires quick and accurate feedback?

A) voicemail
B) face-to-face
C) e-mail
D) instant messaging

Question 23

The purchasing manager assigned to the team had already worked with Dan in the past. However, a difference of opinion had soured their relationship. As a result, the purchasing manager is unable to objectively evaluate and appreciate the various aspects of the current project described in the memorandum Dan prepared. This is an example of ________.

A) noise
B) framing
C) filtering
D) distraction

Question 24

Which one of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague?

A) complexity capacity
B) scanability
C) formality
D) interpersonal warmth

Question 25

Which one of the following is an example of a disturbance that interferes with the transmission of a message?

A) sending unsolicited sales messages to prospects
B) adding your contact information at the end of an e-mail message
C) leaving a message on the answering machine when you cannot reach someone
D) thinking about the party you attended last night while sitting in a lecture

Question 26

When a sender evaluates a communication method to judge scanability, he is checking if ________.

A) the method can easily transmit a large number of messages
B) the method allows recipients to process complex messages effectively
C) the method allows the receiver to scan the document electronically
D) the recipient can easily browse the message for relevant information

Question 27

Which one of the following describes the number of different messages that can be transmitted using a particular method of communication?

A) complexity capacity
B) breadth potential
C) scanability
D) encoding ease

Question 28

Which one of the following is true of nonverbal communication?

A) It is synonymous with body language.
B) It usually carries greater impact than verbal communication.
C) It is absent in spoken communication.
D) It is involuntary; it cannot be used deliberately.

Question 29

During the presentation Sarah explained that the reason for downsizing was the recession which was hitting the company badly. However, the fact of the matter was that the company had not yet experienced any loss of revenues but were anticipating bad days ahead, which could eventually lead to mass layoffs. This is an example of the ________ aspect of the communication process.

A) framing
B) filtering
C) selective perception
D) deception

Question 30

A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity.

A) perceptual barrier
B) information overload
C) conceptual block
D) physical barrier

Question 31

Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which one of the following best explains what went wrong with the communication?

A) Laura used a wrong channel of communication.
B) There was too much noise in the room when Betty read the message.
C) Betty decoded the message incorrectly.
D) The complexity capacity of text messaging is poor.

Question 32

Which one of the following methods of communication offers high scanability?

A) publications
B) face-to-face communication
C) meetings
D) voice mail

Question 33

The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________.

A) decoding
B) encoding
C) reinstating
D) enciphering

Question 34

Deb has a high-pitched, childish-sounding voice. Her colleagues tend to avoid her and cringe when she speaks in department meetings. To improve her career success, Deb should ________.

A) adjust her body language to be more welcoming
B) submit her comments in writing after the meeting
C) send a substitute to the meetings
D) work on her verbal intonation to lower her voice pitch

Question 35

George has prepared a memorandum explaining the objectives of the work team. Some of the production workers have come to George to ask for clarification about the memorandum. This represents the ________ aspect of the communication process.

A) noise
B) channeling
C) filtering
D) feedback

Question 36

Complexity capacity refers to the degree to which the communication method ________.

A) offers a reasonable assurance of confidentiality
B) makes a simple message seem more complex
C) effectively processes complicated messages
D) offers quick and accurate feedback

Question 37

CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on a PC or Mac. Which one of the following aspects of communication problems does this personal communicator address?

A) security concerns arising from the use of the Internet
B) time-space constraint
C) decoding errors
D) encoding errors

Question 38

Her co-workers don't share personal tidbits with Norma, and she wonders why. Which one of the following could explain this phenomenon?

A) Norma often snacks while working at her desk.
B) Norma wears long skirts, long sleeves, and has her hair tied up in a bun.
C) Norma generally stands with her arms crossed when in a conversation with anyone.
D) Norma has an unusual laugh.

Question 39

Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________.

A) screens
B) filters
C) distractors
D) noise

Question 40

The final link in the communication process is ________.

A) encoding
B) decoding
C) channel selection
D) feedback

Question 41

The accountant told Ellen that he had difficulty understanding some of the technical terms used in her memorandum. These technical terms are commonly known as ________.

A) encoding
B) vernacular
C) techspeak
D) jargon

Question 42

While Victor was explaining a problem that was frustrating him, his manager smiled widely. Victor wanted to wipe the smirk off the manager's face in a none too friendly manner. What went wrong here?

A) Victor was upset over nothing, which the manager found funny.
B) Victor was too emotional.
C) The manager was distracted.
D) The manager's non-verbal communication did not match the seriousness of the situation.

Question 43

When a person tells his or her manager what the manager wants to hear, which one of the following barriers to effective interpersonal communication is the person using?

A) filtering
B) selective perception
C) framing
D) defensiveness

Question 44

By the time that Sandra had finished the presentation to the employees, she had spoken for one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were probably dealing with which one of the following barriers to effective communication?

A) information overload
B) selective perception
C) defensiveness
D) cultural constraints

Question 45

When employees confront information overload, they may resort to ________.

A) delegating
B) filtering
C) mentally shutting down
D) deleting old emails

Question 46

During her performance evaluation, Cindy omitted a few of the details about her problems with her subordinates because she was afraid her supervisor would think her unfit for management. This is an example of ________.

A) lying by omission
B) framing
C) self-advancement
D) filtering

Question 47

Which one of the following is true for active listeners?

A) They should avoid making eye contact and nodding as this will distract the speaker.
B) They should not interrupt the speaker, but should feel free to ask questions about the topic.
C) They should listen for full meaning and avoid paraphrasing what the speaker is saying.
D) Developing empathy for the speaker is not advised as it proves an emotional barrier to listening.

Question 48

Listening for full meaning without making premature judgments or interpretations is called ________.

A) passive listening
B) empathic listening
C) active listening
D) decoding

Question 49

________ is the deliberate manipulation of information to make it appear more favorable to the receiver.

A) Framing
B) Encoding
C) Screening
D) Filtering

Question 50

When Terrence explained to the employees why layoffs were necessary, he spoke about return on investment, debt, and cash flow-terms his shareholders clearly understood. But his employees had no clue what he meant. Terrence's explanation would have been more effective if he had ________.

A) used flow charts and other visuals
B) skipped the reasons and explained the method of selection for layoffs
C) spoken louder
D) tailored the language to the audience

Question 51

Which one of the following is true of filtering?

A) Filtering aids effective communication by making a message more favorable to a receiver.
B) The more vertical levels in an organization, the more opportunities there are for filtering.
C) Filtering occurs at the individual level; the organization cannot encourage or discourage it.
D) The use of e-mail increases filtering because communication is more direct.

Question 52

As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profiteers, that it didn't make any difference to Leona if employees lost their jobs. Which barrier to effective communications do these statements represent?

A) language
B) information overload
C) defensiveness
D) filtering

Question 53

Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be effective. However, the organizations she plans to approach for funding will not be very impressed with the results of the previous trials and may withhold funding. Sarah decides to structure her proposal in such a way that she emphasizes the positives about the drug and minimizes the negative information. Which one of the following best describes Sarah's technique for writing her proposal?

A) framing
B) filtering
C) emotional appeal
D) information overload

Question 54

Teresa called her work group together, explained the instructions for the new machine, and left. Later, after one of the workers had jammed the machine and injured a coworker, she discovered the worker had not followed the instructions. This problem may have been avoided if Teresa had ________.

A) gone over the instructions twice instead of once
B) had the workers reword the instructions and repeat them to her
C) given the workers a written set of instructions
D) had one of the workers deliver the instructions

Question 55

Which one of the following helps an individual to understand the actual content of a message?

A) antipathy
B) empathy
C) apathy
D) sympathy

Question 56

Listening is an active search for meaning, whereas ________ is passive.

A) speaking
B) encoding
C) decoding
D) hearing

Question 57

The communication process is susceptible to noise.

Question 58

Ulysses has difficulty staying focused during conversations, especially long "speech" type comments from the speaker. This is likely because ________.

A) Ulysses, like most listeners, can understand more words per minute than most talkers speak
B) he already knows what the speaker is going to say next and is forming his response in his mind
C) he strongly disagrees with the speaker
D) he is not interested in the conversation topic

Question 59

Jargon is ________.

A) the capacity of a communication method to process complex messages
B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver
C) specialized terminology that members of a group use to communicate among themselves
D) a technique that increases the breadth potential of a communication method

Question 60

Which one of the following is a way for managers to overcome the barriers to communication?

A) feedback
B) decoding
C) encoding
D) filtering

Question 61

List and discuss the barriers to effective communication that managers face. Include a specific example of each barrier to support your answer.

Question 62

Most communication problems are directly attributed to noise in the communication process.

Question 63

A sender initiates a message by encoding a thought.

Question 64

Active listeners avoid asking questions and making eye contact so that they don't distract the speaker.

Question 65

National culture influences the communication preferences of a population.

Question 66

On average, an individual must hear new information three times before he or she truly understands.

Question 67

An email read receipt is sufficient feedback to indicate the message has been received and understood.

Question 68

E-mail increases filtering because electronic communication is faster.

Question 69

Discuss the two best-known types of nonverbal communication. Include a specific example of each type of nonverbal communication to support your answer.

Question 70

A person who is upset is more likely to get the message right than one who is calm.

Question 71

In communication, the process of decoding is performed by the receiver.

Question 72

List the seven elements of the communication process and explain the process of interpersonal communication.

Question 73

Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.

Question 74

The net result of filtering is lost information and ineffective communication.

Question 75

Illegible handwriting is an example of noise.

Question 76

Filtering takes place when information exceeds the receiver's processing capacity.

Question 77

When a manager asks an employee to complete a task, he or she is using ________ communication.

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

Question 78

The nonverbal component of communication usually carries the greatest impact.

Question 79

The vice president wrote a letter to the employees announcing the opening of a new production facility. This is an example of which type of organizational communication?

A) horizontal
B) formal
C) lateral
D) informal

Question 80

Intonation refers to gestures, facial expressions, and other body movements that convey meaning.