Deck 16: Managing Communication

Question 1

Face-to-face discussion is the richest channel, in terms of channel richness.

Answer 1

True

Question 2

The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.

Answer 2

True

Question 3

Communication can break down if sender and receiver do not encode or decode language in the same way.

Answer 3

True

Question 4

Managers spend 80 percent of every working day reading or writing.

Question 5

Communication is the process by which information is transmitted from the speaker to the listener.

Question 6

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.

Question 7

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

Question 8

The choice of a communication channel can convey a symbolic meaning to the receiver.

Question 9

Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.

Question 10

The sender must encode the message and select a communication channel after developing the message.

Question 11

Impersonal written media, including fliers and bulletins, are the lowest in channel richness.

Question 12

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.

Question 13

The advantage of a two-way communication is that it is perceived the same in all situations, even if a sender and receiver encodes or decodes language differently.

Question 14

Only by selecting rich channels can managers communicate nonroutine messages effectively.

Question 15

Communication permeates every management function.

Question 16

The process by which information is exchanged and understood by two or more people is the definition of communication.

Question 17

Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.

Question 18

Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change.

Question 19

For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.

Question 20

Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.

Question 21

A formal communication channel is a communication channel that flows within the chain of command.

Question 22

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

Question 23

The topics covered in upward communication are indoctrination and implementation of goals and strategies.

Question 24

Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.

Question 25

A good listener is passive and laid back.

Question 26

Performance reports and suggestions for improvement are two types of upward communication.

Question 27

The most familiar and obvious flow of informal communication is downward communication.

Question 28

A poor listener listens to central themes.

Question 29

Types of information generally communicated upwards include performance reports, suggestions for improvement and performance feedback.

Question 30

An example of upward communication is performance feedback.

Question 31

Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions.

Question 32

Interdepartmental coordination are messages that take place among members of the same department and concern task accomplishment.

Question 33

The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.

Question 34

Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.

Question 35

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 36

Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh real-time link between organizations and customers, employees, the media, and investors.

Question 37

Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.

Question 38

Formulating in your mind what you are going to say next is an important part of effective listening.

Question 39

Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps.

Question 40

The major problem with downward communication is drop off, the distortion or loss of message content.

Question 41

The receiver ____ the symbols to interpret the meaning of the message.

A) encodes
B) transmits
C) decodes
D) responds to
E) must ignore

Question 42

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.

Question 43

To improve writing skills, managers must respect the reader.

Question 44

MBWA and grapevine are two types of personal channels used in many organizations.

Question 45

An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.

Question 46

What kinds of skills are fundamental necessities in every part of a manager's job?

A) Organizational
B) Communication
C) MBWA
D) Analysis
E) Punishment

Question 47

A manager might use ____ as a type of communication.

A) meetings
B) telephone conversations
C) talking informally
D) all of these
E) meetings and telephone conversations

Question 48

Learning occurs, in the new workplace, when managers use evaluation and communication to help individuals and the organization learn and improve.

Question 49

____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals.

A) Tactical discussion
B) Strategic conversation
C) Intentional chat
D) Calculated exchange
E) Deliberate talk

Question 50

Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals.

Question 51

Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.

Question 52

To prevent panic during a time of crisis, managers should hide the truth from employees and stakeholders.

Question 53

Personal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.

Question 54

Communication is defined by the text as the process by which information is

A) shared.
B) exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
C) received.
D) transmitted to others.
E) stored.

Question 55

____ is necessary for communication to be considered two-way.

A) Message
B) Channel
C) Feedback
D) Noise
E) Circuit

Question 56

When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.

Question 57

What are the key elements of communication?

A) Encoding, message, and feedback
B) Encoding, noise, and symbols
C) Message, circuit, and decoding
D) Feedback, message, and perception
E) Feedback, circuit, and perception

Question 58

A discussion is often resolved by logic or "beating down" opponents, whereas, dialogue asks that participants suspend their attachments to a particular viewpoint so that a deeper level of listening, synthesis, and meaning can evolve from the group.

Question 59

A few individuals each convey information to several others in a gossip chain.

Question 60

What percentage of a manager's time is spent in direct communication?

A) 20 percent
B) 100 percent
C) 50 percent
D) 80 percent
E) 40 percent

Question 61

According to MANAGER'S SHOPTALK in Chapter 16, some ways to improve communication with a non-native English speaker include all of the following EXCEPT:

A) keep your message simple
B) select your words with care
C) cover your mouth with your hand
D) speak slowly and carefully
E) fight the urge to shout

Question 62

The term ____ is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication."

A) leadership trepidation
B) public consternation
C) anticipation nervousness
D) communication medium
E) communication apprehension

Question 63

____ and ____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters.

A) Encoding, channel
B) Encoding, noise
C) Decoding, channel
D) Decoding, encoding
E) Decoding, noise

Question 64

____ does not focus on a single receiver, uses limited information cues, and does not permit feedback.

A) Bulletins
B) Telephone conversations
C) Video conference
D) Face to face contact
E) A personal memo

Question 65

Channel richness refers to the

A) number of messages a channel can carry at one time.
B) speed in which messages can be carried.
C) amount of information that can be transmitted during a communication episode.
D) number of channels available at any one time.
E) profitability potential of a proposed channel.

Question 66

____ are examples of channels which managers might choose to use when communicating with employees.

A) Newsletter, telephone, and feedback
B) Telephone, electronic mail, and memo
C) Television, encoding, and letter
D) National newspapers and television
E) All of these

Question 67

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?

A) Channel
B) Message
C) Sender
D) Filter
E) Receiver

Question 68

____ is defined as communication transmitted through actions and behaviors rather than through words.

A) Verbal communication
B) Oral communication
C) Written communication
D) Nonverbal communication
E) Electronic mail

Question 69

An example of non-verbal communication is all of these except

A) posture.
B) facial expression.
C) voice.
D) written memo.
E) posture and facial expression.

Question 70

Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message?

A) Sender
B) Receiver
C) Channel
D) Filter
E) Middleman

Question 71

Which of these is the richest medium for communication?

A) Telephone conversations
B) Face to face contact
C) Electronic media
D) Written media
E) Voice mail

Question 72

Non-verbal communication has the biggest impact when using ____.

A) video conference
B) telephone
C) formal letter
D) face to face communication
E) newspaper article

Question 73

When informing your staff of the date for the company picnic, a ____ would be most practical and successful.

A) Memo
B) Telephone
C) Video conference
D) Face to face contact
E) Newspaper notice

Question 74

Which communication channel would be most successful to inform managers of impending company-wide layoff?

A) Telephone conversations
B) Face to face contact
C) Electronic media
D) Written media
E) None of these

Question 75

____ is(are) typically ambiguous, concern novel events, and impose great potential for misunderstanding.

A) Nonroutine messages
B) Channel richness
C) Routine messages
D) Feedback
E) Nonverbal communications

Question 76

To persuade and influence, managers connect with others by using

A) a policy manual.
B) symbols, metaphors, and stories.
C) statistical facts and figures.
D) rules and regulations.
E) external consultants.

Question 77

Compared to men, women tend to

A) use verbal language to exhibit knowledge and skill.
B) stare and point more.
C) enjoy demonstrating their knowledge.
D) use their unique conversational style to show involvement.
E) value their position at center stage.

Question 78

Which of the following comprises the lowest channel richness?

A) Electronic mail
B) Bulletins
C) Face-to-face talk
D) Telephone
E) Memos

Question 79

The capacity of an information channel is influenced by all of these except

A) the ability to establish a personal focus.
B) the ability to handle multiple cues simultaneously.
C) the ability to facilitate rapid, two-way feedback.
D) the ability to minimize costs.
E) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

Question 80

____ refers to the amount of information that can be transmitted during a communication episode.

A) Channel richness
B) Electronic mail
C) Encoding
D) Upward communication
E) Feedback