Deck 7: Communication

Question 1

Steve got an email message from his boss that he wanted to meet with him immediately.Did that mean that he was in trouble? Was it about something routine? Steve was in which stage of the communication process?

A)decoding
B)encoding
C)choosing
D)providing feedback
E)filtering

Answer 1

A

Question 2

In the communication process model,the sender initiates a message by

A)making contact with the receiver.
B)encoding a thought.
C)choosing a message.
D)giving feedback to the sender.
E)making judgments on intent.

Answer 2

C

Question 3

The step (s)between a source and a receiver that result (s)in the transference and understanding of meaning is

A)the communication process.
B)understanding.
C)feedback.
D)encoding.
E)decoding.

Answer 3

A

Question 4

People with a high need for social contact would prefer which of the following channels?

A)flyers
B)letters
C)video conferencing
D)memos
E)email

Question 5

When a receiver creates meaning from a sender's message,this is

A)the message.
B)decoding.
C)the channel.
D)feedback.
E)encoding.

Question 6

Which of the following channels of information is highest in channel richness?

A)voice mail
B)memos
C)online discussion groups
D)telephone conversation
E)formal reports

Question 7

Donna believes in using communication channels that are high in richness as often as possible.Thus,she would likely favour

A)memos.
B)email.
C)voicemail.
D)face-to-face conversation.
E)online discussion groups.

Question 8

The process that involves receivers in communication selectively seeing and hearing based on their needs,motivations,experience,background,and other personal characteristics is called

A)language.
B)selective filtering.
C)selective perception.
D)emotions.
E)communication apprehension.

Question 9

The ________ is the medium through which a message travels.

A)filtering
B)channel
C)jargon
D)medium
E)feedback loop

Question 10

The amount of information that can be transmitted during a communication episode is controlled by the

A)receiver.
B)message.
C)feedback mechanism.
D)channel richness.
E)communication process.

Question 11

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

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

Question 12

Which of the following have been identified as prominent barriers to communication?

A)listening,selective perception,defensiveness,information overload,and language
B)filtering,feedback,defensiveness,information overload,and language
C)filtering,selective perception,ambiguity,information overload,and language
D)filtering,selective perception,emotions,information overload,and language
E)filtering,selective perception,defensiveness,stress,and language

Question 13

Lisa is considered to be quite sensitive when someone is trying to make constructive suggestions as to how she can improve her report writing.Lisa often reacts to suggestions by lashing out at whoever is making them.The barrier to communication is

A)emotions.
B)information overload.
C)selective perception.
D)filtering.
E)channelling.

Question 14

When it comes to electronic communications,which of the following channels would be the richest?

A)personal palm pilots
B)video conferencing
C)email
D)telephone answering machine
E)fax

Question 15

Jane,one of Ted's new employees,only seems to recall and take note of certain parts of the messages that he conveys to her.Jane is exhibiting

A)defensiveness.
B)selective perception.
C)insubordination.
D)information overload.
E)filtering.

Question 16

Which of the following types of information would not be an optimal choice for written communication?

A)tangible
B)verifiable
C)"on the record"
D)contradictory
E)truthful

Question 17

Don has a reputation for not being "straight" with his employees.Their view is that he has a tendency to tell them what they want to hear rather than what is actually happening.This tendency is known as

A)defensiveness.
B)information overload.
C)selective perception.
D)filtering.
E)channelling.

Question 18

Tina is frustrated with Ron,a new employee.She meets with him weekly,and gives him a minimum of 25 new ideas for him to work with during the coming week.Unfortunately,he seems to ignore or forget many of them.Ron is likely experiencing

A)defensiveness.
B)defiance.
C)selective perception.
D)channelling.
E)information overload.

Question 19

Fred is a diligent albeit somewhat introverted employee who likes to keep to himself.He tends to communicate with his co-workers exclusively by telephone.Fred is exhibiting the characteristics of

A)communication gaps.
B)channel richness.
C)communication feedback.
D)communication apprehension.
E)encoded communication.

Question 20

Filtering,selective perception,lying are all

A)potential barriers to effective communication.
B)communication techniques.
C)necessary for effective communication.
D)part of the channel richness.
E)part of one-to-one level of communication.

Question 21

SCENARIO 7-2 Sam is a sales representative for Alliance Ltd.,but he struggles to explain the benefits of Alliance's products.Sam usually calls customers on the phone and while chatting with them about their weekly order explains the new products he has available.Customer orders are shipped to the company by a delivery service.Customers who have ordered new products frequently return them because they are not as expected.
Refer to Scenario 7-2.Sam is having problems understanding what the customers don't like about the products they are returning; the product looks fine to him and works as it is supposed to,so why aren't the customers happy? Sam is having a problem with

A)the channel.
B)decoding.
C)encoding.
D)the medium.
E)sourcing.

Question 22

After reprimanding Sally,Joan detected a long period of silence.How should Joan treat this period of silence?

A)Disregard it.
B)Interpret it.
C)Minimize it.
D)End it.
E)Learn from it.

Question 23

Which of the following is an example of routine communication?

A)suggestion boxes
B)employee attitude surveys
C)email reminder of monthly accounting deadlines
D)identification and discussion of current problems with the boss
E)peer evaluation of job performance

Question 24

SCENARIO 7-1 You are a professor trying to mediate a dispute.Four students have been asked to prepare a team presentation; the four team members cannot agree upon how to proceed.The members are not speaking to each other and are standing at a great distance from one another.Most of the members of the team are frowning and,when asked to discuss the problem,their voice tones indicate that they are unhappy with the situation.
Refer to Scenario 7-1.You can tell there is a communication problem based on

A)filtering.
B)interpretation.
C)nonverbal communications.
D)channel analysis.
E)selective perception.

Question 25

It is easy to tell when Donald isn't listening by the way he looks away when you are speaking to him and when he begins to tap his pen.Donald is communicating through

A)proxemics.
B)social distance.
C)nonverbal communication.
D)lateral communication.
E)selective perception.

Question 26

The communication that is used by group leaders and managers to assign goals,point out problems that need attention,and describe unusual situations is

A)nonroutine communication.
B)routine communication.
C)informal communication.
D)directional communication.
E)group communication.

Question 27

SCENARIO 7-2 Sam is a sales representative for Alliance Ltd.,but he struggles to explain the benefits of Alliance's products.Sam usually calls customers on the phone and while chatting with them about their weekly order explains the new products he has available.Customer orders are shipped to the company by a delivery service.Customers who have ordered new products frequently return them because they are not as expected.
Refer to Scenario 7-2.Sam's customers complain that they don't understand the products that Sam tells them about-often the product is too big or too heavy for their needs.In the communication model,this problem is in

A)context.
B)the medium.
C)the channel.
D)feedback.
E)control.

Question 28

Nonroutine messages are likely to be

A)better delivered by email.
B)delivered by clients.
C)more complicated.
D)upward in the organization.
E)informal communication.

Question 29

Which of the following communication networks are typically vertical?

A)informal
B)grapevine
C)formal
D)encoded
E)decoded

Question 30

Understanding channel richness improves communication by

A)helping decoders understand the message.
B)helping encoders create a message.
C)clarifying the channel as informal communication.
D)clarifying the channel as formal communication.
E)clarifying the capacity of a channel to convey information.

Question 31

Tina always looks for nonverbal messages when she is speaking to her employees as she feels that they are critical to effective communication.Tina is paying attention to

A)groupthink,proxemics and empathy.
B)proxemics,empathy and intonation.
C)empathy,facial expression and intonation.
D)proxemics,facial expression and intonations.
E)channel richness,empathy and proxemics.

Question 32

Why are organizations concerned about information overload?

A)Productivity is being negatively impacted.
B)Upward communication flows are not as effective.
C)Grapevines have increased as information has increased.
D)Downward communication flows are harmed.
E)Channel richness becomes ineffective.

Question 33

Silence is less likely when

A)managers create clear goals.
B)managers use the wheel communication network.
C)minority opinions are respected.
D)managers encourage feedback before encoding messages.
E)the communication channel is email.

Question 34

What might be TRUE of silence and work-related behaviour?

A)Managers discourage silence by using the wheel communication network.
B)Managers discourage silence by using the chain communication network.
C)Managers discourage silence by using the grapevine.
D)Managers encourage silence by using the wheel communication network.
E)Managers encourage silence by using the all-channel communication network.

Question 35

Returned goods are a form of

A)feedback.
B)medium.
C)encoding.
D)channel.
E)decoding.

Question 36

Ted was always very conscious of not invading his employees "personal space" when speaking to them; he made sure he did not get too close when he was talking to them.Ted was therefore paying attention to

A)groupthink.
B)kinesics.
C)cultural barriers.
D)proxemics.
E)empathy.

Question 37

Which of the following is considered to be an aspect of high channel richness?

A)Handles multiple clues simultaneously.
B)Limits multiple clues.
C)Limits feedback.
D)Avoids feedback.
E)Is impersonal.

Question 38

SCENARIO 7-1 You are a professor trying to mediate a dispute.Four students have been asked to prepare a team presentation; the four team members cannot agree upon how to proceed.The members are not speaking to each other and are standing at a great distance from one another.Most of the members of the team are frowning and,when asked to discuss the problem,their voice tones indicate that they are unhappy with the situation.
Refer to Scenario 7-1.The term that explains the meaning of the students spacing themselves at a distance from each other is

A)kinesics.
B)proxemics.
C)managerial context.
D)intonation.
E)noncontact.

Question 39

________ is used to provide feedback to higher-ups,inform them of progress toward goals,and relay current problems.

A)Upward communication
B)Interpersonal communication
C)Occupational communication
D)Directional communication
E)Technical communication

Question 40

To be effective,downward communication must include

A)explanations of when a decision was made.
B)explanations of why a decision was made.
C)explanations of where a decision was made.
D)explanations of who made a decision.
E)explanations of when a decision will be implemented.

Question 41

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

A)organizational structure.
B)horizontal communication.
C)managerial communication.
D)upward communication.
E)group process communication.

Question 42

Which of the following is not an advantage of oral communication?

A)speed
B)feedback
C)listener correction
D)exchange
E)sender correction

Question 43

Which communication network does an unstructured committee best illustrate?

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

Question 44

What is an organization's most common informal network?

A)grapevine
B)memo
C)e-mail
D)voice-mail
E)bulletin

Question 45

Researchers indicate that we are prone to "listener burnout".Which of the following is an example of listener burnout?

A)waiting to offer advice
B)extending the conversation
C)tuning out the other person
D)not willing to fix the other's problems
E)providing nonverbal feedback

Question 46

Managers should think of the grapevine as a communication network to

A)ignore.
B)encourage.
C)measure anxieties.
D)eliminate.
E)measure misinformation.

Question 47

Communication that takes place among members of the same work group is

A)vertical communication.
B)downward communication.
C)occupational communication.
D)lateral communication.
E)technical communication.

Question 48

Chase has a personal blog that he has publicized to his colleagues and managers at work; he also periodically invites his boss to coffee to discuss his ideas about problems he sees in the workplace.Chase is communicating

A)in a chain network.
B)in a wheel network.
C)downwardly and upwardly.
D)laterally and downwardly.
E)upwardly and laterally.

Question 49

Which network is NOT controlled by management and is perceived by most employees as being believable and reliable?

A)formal
B)informal
C)internal
D)team
E)technical

Question 50

Rumours would most likely emerge from which of the following situations?

A)the boss divorcing his wife
B)the retirement of an employee
C)relocation of a department
D)a proposal for better employee benefits
E)a competitor using new technological developments

Question 51

The channels by which information flows are called

A)communication networks.
B)vertical channels.
C)horizontal channels.
D)wheels.
E)communication messages.

Question 52

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

A)chain.
B)"Y."
C)wheel.
D)circle.
E)all-channel.

Question 53

When all communication is channeled through the supervisor,which type of communication network exists?

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

Question 54

If the accuracy of information in an organization is important,management should use

A)the chain communication network.
B)the "Y" communication network.
C)upward communication.
D)the wheel or all-channel communication networks.
E)the lateral communication network.

Question 55

Tori is considered to be the office gossip.One of her most annoying habits is her persistent use of the phrase "rumour has it...." when speaking to her colleagues.Tori's source of information is likely the

A)formal communication network.
B)feedback loop.
C)communication apprehension.
D)informal communication network.
E)electronic communication network.

Question 56

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)lateral
B)all-channel
C)"Y"
D)chain
E)wheel

Question 57

The president of a company passes a message to one of the vice-presidents,and then it passes on to a director,and then on to a manager,and then on to a supervisor,before it finally reaches the employee.What would most likely happen to the message?

A)clarification
B)reformulation
C)distortion
D)simplification
E)authentication

Question 58

The least structured communication network is

A)all-channel.
B)vertical.
C)circle.
D)chain.
E)horizontal.

Question 59

The grapevine follows which small-group network pattern?

A)chain
B)wheel
C)all channel
D)cluster
E)single strand

Question 60

Unionized organizations,when filing grievances,are using

A)downward communication.
B)lateral communication.
C)upward communication.
D)wheel communication networks.
E)all channel communication networks.

Question 61

In dealing with an employee who is of a different culture,a manager practicing cross-cultural communication skills might try to create an environment of equality and mutual concern,a method termed

A)sympathy.
B)third culture.
C)symbolic interaction.
D)semantics.
E)hypothesis testing.

Question 62

Which of the following forms of written communication provides the greatest personal touch?

A)PowerPoints
B)email
C)letters
D)blogs
E)Twitter

Question 63

Email in the workplace is

A)effective because it increases workplace productivity.
B)effective because it has channel richness.
C)effective because it is used only when needed.
D)effective because people are careful when crafting email messages.
E)effective because it is cost effective.

Question 64

People focus ________ on tasks and are ________ stressed when email is available.

A)less,more
B)more,less
C)less,less
D)more,more
E)attention,not

Question 65

Which written communication format is most appropriate for disseminating complex information?

A)PowerPoints
B)email
C)letters
D)blogs
E)Twitter

Question 66

When communicating with people from a different culture it is recommended that individuals

A)emphasize listening and state facts.
B)emphasize status and create connections.
C)focus on business and emphasize status.
D)emphasize status and emphasize description.
E)assume differences and emphasize status.

Question 67

Instant messaging is similar to

A)voicemail.
B)memos.
C)email.
D)speeches.
E)face-to-face communication.

Question 68

Which written communication format is likely the fastest for sharing information?

A)Twitter
B)text
C)email
D)PowerPoint
E)letter

Question 69

A high-context culture values

A)kinesics.
B)interpersonal communication.
C)verbal communication.
D)nonverbal communication.
E)body language.

Question 70

SCENARIO 7-3 You are presenting a training seminar on cultural communication differences in business environments.You give the following scenario to your participants: Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible." High-context culture "But we would like your president to come for a visit to our factory so that you and your company can see how efficient we are in our use of materials." Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing." High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you." Low-context culture "What's wrong,can't you make a decision?"
Refer to Scenario 7-3.Which of the following statements is FALSE?

A)Low-context cultures place high value on time efficiency.
B)Low-context cultures place high value on directness.
C)Low-context cultures place high value on subtle communication.
D)Low-context cultures place low value on subtle communication.
E)Low-context cultures place low value on time efficiency.

Question 71

Which of the following statements about email is TRUE?

A)It saves time.
B)It is a rich form of communication.
C)It counteracts communication overload.
D)It adds to the number of hours worked per week.
E)It increases the chances of proxemics.

Question 72

A low-context culture values

A)words.
B)grapevines.
C)tones of voice.
D)social psychology.
E)kinesics.

Question 73

More than 65% of remote meetings are done via

A)telephone.
B)social media.
C)text messaging.
D)video conference call.
E)audio conference call.

Question 74

Cultures that rely heavily on nonverbal and subtle situational cues in communication are termed

A)low-context cultures.
B)cross cultures.
C)medium-content cultures.
D)high-context cultures.
E)foreign culture content.

Question 75

SCENARIO 7-3 You are presenting a training seminar on cultural communication differences in business environments.You give the following scenario to your participants: Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible." High-context culture "But we would like your president to come for a visit to our factory so that you and your company can see how efficient we are in our use of materials." Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing." High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you." Low-context culture "What's wrong,can't you make a decision?"
Refer to Scenario 7-3.The low-context speaker is probably from which country?

A)China
B)Greece
C)Germany
D)Vietnam
E)Spain

Question 76

Which written communication format is most appropriate for sensitive personal information?

A)text
B)email
C)letter
D)instant messaging
E)Twitter

Question 77

One of the main complaints about PowerPoint and other slide formats is that it is too

A)personal.
B)complex.
C)engaging.
D)disengaging.
E)technical.

Question 78

SCENARIO 7-3 You are presenting a training seminar on cultural communication differences in business environments.You give the following scenario to your participants: Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible." High-context culture "But we would like your president to come for a visit to our factory so that you and your company can see how efficient we are in our use of materials." Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing." High-context culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors.They are anxious to meet you." Low-context culture "What's wrong,can't you make a decision?"
Refer to Scenario 7-3.Which of the following is a point that you should make sure that your participants understand about the differences between high and low context cultures?

A)High-context cultures are indecisive and inefficient.
B)High-context cultures are decisive and efficient.
C)High-context cultures value status and reputation.
D)High-context cultures value words and formal titles.
E)High-context cultures value profit and process.

Question 79

Kelly always feels anxious when deciding who she should copy on the email messages that she sends.What advice would you give to Kelly?

A)Copy everyone.
B)Copy your boss only.
C)Copy anyone who really needs the information.
D)Don't copy anyone.
E)Copy someone in every department.

Question 80

Within a meeting,voice refers to a person's

A)verbal and non-verbal communication.
B)tone and pitch.
C)input and reactions.
D)feedback and opinions.
E)constructive feedback.