Deck 16: Managers and Communication

Question 1

According to the textbook, successful communication is the transfer and understanding of meaning.

Answer 1

True

Question 2

Which of the following is NOT an example of noise in the communication process?

A)attention by the receiver
B)background sounds of co-workers
C)phone static
D)illegible print
E)cricket match on TV while conversing/communicating

Answer 2

A

Question 3

The specific reason that effective communication for managers is highly important is that ________.

A)everything a manager does involves communication
B)every organisation uses communication
C)all verbal communications require face-to-face interaction
D)every communication a manager writes goes within the organisation
E)each communication that a manager sends is supposed to be effective

Answer 3

A

Question 4

Once a decision is made, ________.

A)others are told and the decision is implemented
B)it must be followed to completion
C)the funds to complete the decision are found
D)communication must take place
E)the project starts

Question 5

All of the following are mentioned in the textbook as conditions that influence the effectiveness of the encoded message EXCEPT ________.

A)the skills
B)demographics
C)the socialcultural system
D)knowledge of the sender
E)attitudes

Question 6

According to the textbook, ________ is the transfer and understanding of meaning.

A)perception
B)culture
C)communication
D)cognition
E)attitude

Question 7

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

A)decoding
B)extending
C)expanding
D)deciphering
E)encoding

Question 8

Communication between two or more people is called ________.

A)extra-personal communication
B)segment communication
C)intrapersonal communication
D)interpersonal communication
E)organisational communication

Question 9

All of the following are mentioned in the textbook as elements in the communication process EXCEPT ________.

A)feedforward
B)feedback
C)the message
D)the channel
E)the communication source

Question 10

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

Question 11

The final link in the communication process is feedback.

Question 12

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

A)the channel
B)noise
C)feedback
D)the message
E)feedforward

Question 13

It is estimated that less than 75 per cent of a manager's duty involves communicating.

Question 14

Successful communication can be defined as agreement and acceptance of a message.

Question 15

Before communication can take place, a purpose, expressed as a ________, must exist.

A)message
B)value
C)need
D)moral
E)want

Question 16

Encoding is described as the process when the symbols of a message are translated into a form that the receiver can understand.

Question 17

How much of a manager's duty involves communicating?

A)75 per cent
B)50 per cent
C)85 per cent
D)25 per cent
E)100 per cent

Question 18

________ is described as the process when the symbols of a message are translated into a form that the receiver can understand.

A)Reinstating
B)Decoding
C)Extending
D)Expanding
E)Encoding

Question 19

The final link in the communication process is ________.

A)feedback
B)encoding
C)decoding
D)feedforward
E)noise

Question 20

________ includes all patterns, networks and systems of communication within an organisation.

A)Organisational communication
B)Interpersonal communication
C)Segment communication
D)Intrapersonal communication
E)Extra-personal communication

Question 21

According to the textbook, the average listener can comprehend more than 1200 words per minute.

Question 22

According to the textbook, verbal intonation refers to the emphasis someone gives to words or phrases that convey meaning.

Question 23

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

Question 24

The Communication Challenge (Scenario) Joanna works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the implementation of new technologies for major Australian, New Zealand and South-east Asian companies.Unfortunately, the past few months have been challenging because employees have become upset from the lack of communication among company managers.Joanna decided that it was imperative to conduct a communications workshop for these managers.
Refer to The Communication Challenge (Scenario).Steve, a company manager attending the communication workshop, asked Joanna to clarify the elements of the communication process.Joanna replied that all of the following are elements of the communication process EXCEPT ________.

A)message
B)sender
C)opinion
D)medium
E)receiver

Question 25

Feedback is the deliberate manipulation of information to make it appear more favourable to the receiver.

Question 26

In a short essay, list the seven elements of the communication process and explain the process of interpersonal communication.

Question 27

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

A)Acculturation
B)Defensiveness
C)Filtering
D)Selective perception
E)Feedback

Question 28

________ refers to gestures, facial expressions and other body movement that convey meaning.

A)Body language
B)Body intonation
C)Body features
D)Body tone
E)Body gestures

Question 29

The best known types of non-verbal communication are ________ and ________.

A)demographics; proxemics
B)body language; demographics
C)verbal intonation; demographics
D)verbal intonation; body language
E)verbal connotation; proxemics

Question 30

According to the textbook, ________ is communication transmitted without words.

A)non-verbal communication
B)transparent communication
C)verbal communication
D)theoretical communication
E)interpersonal warmth

Question 31

The Communication Challenge (Scenario) Joanna works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the implementation of new technologies for major Australian, New Zealand and South-east Asian companies.Unfortunately, the past few months have been challenging because employees have become upset from the lack of communication among company managers.Joanna decided that it was imperative to conduct a communications workshop for these managers.
Refer to The Communication Challenge (Scenario).Joanna also states that before communication can take place, a purpose, expressed as a ________ to be conveyed, must exist.

A)value
B)want
C)desire
D)need
E)message

Question 32

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

A)defensiveness
B)selective perception
C)filtering
D)national culture
E)feedback

Question 33

The Communication Challenge (Scenario) Joanna works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the implementation of new technologies for major Australian, New Zealand and South-east Asian companies.Unfortunately, the past few months have been challenging because employees have become upset from the lack of communication among company managers.Joanna decided that it was imperative to conduct a communications workshop for these managers.
Refer to The Communication Challenge (Scenario).Joanna continued the workshop by telling the managers that the final link in the communication process is the ________.

A)message loop
B)feedforward loop
C)feedback loop
D)expansion loop
E)noise loop

Question 34

According to the textbook, non-verbal communication is communication transmitted without words.

Question 35

Information overload occurs when the information a person has to work with exceeds his or her processing capacity.

Question 36

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

A)encoding ease
B)breadth potential
C)complexity capacity
D)confidentiality
E)decoding ease

Question 37

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

Question 38

When people feel that they're being threatened, they tend to ________.

A)react in ways that give them control of the situation
B)make communications impossible by using violence
C)quit their jobs
D)react in ways that reduce their ability to achieve mutual understanding
E)concentrate very carefully on what is being said

Question 39

All of the following are mentioned in the textbook as barriers to effective interpersonal communication EXCEPT ________.

A)national culture
B)selective perception
C)filtering
D)feedback
E)defensiveness

Question 40

Information overload occurs when ________.

A)there is too much information to work with
B)the information we've been given is too detailed
C)the information we've been given exceeds our capacity to process it
D)too much information is provided on a subject search when using a search engine
E)the words used are confusing and difficult to understand

Question 41

All of the following are behaviours demonstrated by active listeners EXCEPT ________.

A)make eye contact
B)do not ask questions
C)avoid interrupting the speaker
D)paraphrase
E)both A and D

Question 42

Specialised terminology or technical language that members of a group use to communicate among themselves is called ________.

A)proxemics
B)jargon
C)techno language
D)verbal intonation
E)body language

Question 43

Active listening is enhanced by ________.

A)developing apathy with the sender
B)developing a system to minimise the noise in the area
C)paying attention to the body language of the sender
D)developing empathy with the sender
E)becoming emotionally involved with the message

Question 44

Informal communication takes place when employees talk with each other in the lift, as they pass in hallways or as they're working out at the company exercise facility.

Question 45

In Australia and New Zealand, communication patterns tend to be ________ oriented.

A)secretly
B)collective
C)vaguely
D)future
E)individual

Question 46

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

A)active listening
B)emotive listening
C)prevalent listening
D)passive listening
E)temporary listening

Question 47

According to the textbook, the average person normally speaks at a rate of about ________ per minute.

A)125 to 200 words
B)50 to 125 words
C)more than 500 words
D)200 to 350 words
E)350 to 500 words

Question 48

According to the textbook, the average listener can comprehend ________ per minute.

A)1200 to 1500 words
B)400 to 800 words
C)up to 400 words
D)800 to 1200 words
E)more than 1500 words

Question 49

Which of the following is the best explanation of the effect of emotions on communications?

A)Being emotionally connected is the same as developing empathy with the sender.
B)An emotional message is always more forceful.
C)Emotion is mainly transmitted by body language.
D)A person emotionally upset about an issue is more likely to misconstrue incoming messages.
E)If both listener and sender share the same emotional response, it will not affect the message.

Question 50

All of the following are suggestions for overcoming the barriers to effective interpersonal communication EXCEPT ________.

A)listen passively
B)constrain emotions
C)simplify language
D)use feedback
E)watch non-verbal cues

Question 51

Which of the following is NOT a behaviour demonstrated by active listeners?

A)avoid distracting actions or gestures
B)make eye contact
C)be sympathetic
D)be empathetic
E)paraphrase

Question 52

All of the following are mentioned in the textbook as obvious variables that influence the language a person uses and the definitions he or she gives to words EXCEPT ________.

A)gender
B)education
C)age
D)cultural background
E)both B and C

Question 53

Chinese people prefer not to use voicemail ________.

A)because it is an inherent part of the work setting
B)for cultural and technological reasons
C)for technological reasons only
D)only when dealing with business people from overseas
E)only for formal communication

Question 54

Jargon is ________.

A)an organisational language
B)a unique language spoken among accountants
C)specialised terminology or technical language that members of a group use to communicate among themselves
D)a message that means the same to the receiver as it did to the sender
E)gobbledegook

Question 55

Which of the following communication patterns is prevalent in Japan?

A)future
B)secretly
C)individual
D)vaguely
E)collective

Question 56

Communication within an organisation is often described as critical or non-critical.

Question 57

________ occurs when the information a person has to work with exceeds his or her processing capacity.

A)Information overload
B)Information processing
C)Information potential
D)Information delineation
E)Information discarding

Question 58

According to your textbook, when non-verbal cues are inconsistent with the oral message ________.

A)the non-verbal cues will take precedence
B)the receiver becomes confused and the clarity of the message suffers
C)the spoken message will be seen as more important
D)the listener should ignore the non-verbal cues
E)in some cultures non-verbal cues are less important than in other cultures

Question 59

Formal communication refers to communication that follows the official chain of command or is part of the communication required to do one's job.

Question 60

Workplace design is an important aspect of organisational communication.

Question 61

Managers use ________ communication when they provide employees with job descriptions, inform them of organisational policies and procedures, point out problems that need attention or evaluate their performance.

A)upward
B)lateral
C)theoretical
D)diagonal
E)downward

Question 62

________ communication refers to communication that follows the official chain of command or is part of the communication required to do one's job.

A)Theoretical
B)Informal
C)Hypothetical
D)Formal
E)Organisational

Question 63

________ communication takes place when employees talk with each other in the lunchroom, as they pass in hallways or as they're working out at the company exercise facility.

A)Informal
B)Theoretical
C)Hypothetical
D)Formal
E)Perceptive

Question 64

According to the textbook, the increased use of email facilitates diagonal communication.

Question 65

All of the following are examples of upward communication EXCEPT ________.

A)grievance procedures
B)performance reports prepared by employees
C)job descriptions
D)employee attitude surveys
E)suggestion boxes

Question 66

Communication within an organisation is often described as ________ or ________.

A)formal; informal
B)critical; non-critical
C)theoretical; non-theoretical
D)hypothetical; non-hypothetical
E)official; unofficial

Question 67

Any communication that flows from a manager to employees is downward communication.

Question 68

________ communication is communication that flows from employees to managers.

A)Diagonal
B)Lateral
C)Theoretical
D)Downward
E)Upward

Question 69

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

A)formally
B)theoretically
C)hypothetically
D)informally
E)hierarchically

Question 70

According to the textbook, organisational communication can flow in all of the following directions EXCEPT ________.

A)diagonally
B)theoretically
C)upward
D)laterally
E)downward

Question 71

Communication that takes place among any employees on the same organisational level is called ________ communication.

A)upward
B)theoretical
C)downward
D)lateral
E)diagonal

Question 72

________ communication is used to inform, direct, coordinate and evaluate employees.

A)Downward
B)Diagonal
C)Upward
D)Lateral
E)Theoretical

Question 73

The horizontal network represents communication flowing between a clearly identifiable and strong leader and others in a work group or team.

Question 74

In the chain network, communication flows according to the formal chain of command, both downward and upward.

Question 75

Any communication that flows from a manager to employees is ________ communication.

A)upward
B)diagonal
C)lateral
D)downward
E)theoretical

Question 76

When managers assign goals to their employees, they are using ________ communication.

A)upward
B)diagonal
C)theoretical
D)downward
E)lateral

Question 77

Downward communication is communication that cuts across both work areas and organisational levels.

Question 78

Upward communication is used to inform, direct, coordinate and evaluate employees.

Question 79

In the wheel network, the leader serves as the hub through which all communication passes.

Question 80

________ communication is organisational communication that is NOT defined by the organisation's structural hierarchy.

A)Theoretical
B)Perceptive
C)Informal
D)Hypothetical
E)Formal