Deck 13: Effective Communication and It Management

Question 1

The sharing of information by means of facial expressions or body language is known as subliminal communication.

Answer 1

False

Question 2

In the communication process, a common understanding is assured in the ________ phase.

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

Answer 2

D

Question 3

In order to increase efficiency and improve quality, managers need

A)effective communication.
B)to dominate their subordinates.
C)to beat the competition.
D)a unique and special ability.

Answer 3

A

Question 4

The goal of communication is to

A)enable self-expression.
B)get things done.
C)create a common language.
D)reach a common understanding.

Question 5

In the transmission phase of the communication process, the sender translates the message into symbols or language, a process known as

A)broadcasting.
B)encoding.
C)deciphering.
D)sending.

Question 6

Data and information both communicate a great deal of useful knowledge to the end user.

Question 7

In the transmission phase of communication, the person who wishes to share information with someone else is known as the

A)receiver.
B)messenger.
C)decoder.
D)sender.

Question 8

The amount of information that a communication medium can carry is known as information richness.

Question 9

A computer system that uses human knowledge to solve problems that ordinarily require humans to solve them is known as an expert system.

Question 10

The sharing of information between two or more people in order to reach a common understanding is known as negotiation.

Question 11

In the communication process, a receiver is

A)the person or group for which the message is intended.
B)a mechanism programmed to serve as a recipient for data.
C)any medium through which messages can be transmitted.
D)one who encodes messages for transmission.

Question 12

The feedback phase of the communication process is initiated by the original sender (who becomes a receiver).

Question 13

Information that reflects current conditions in the organization or in the external world is called synchronized information.

Question 14

In the communication process, information is shared between two or more individuals or groups in the ________ phase.

A)transmission
B)encoding
C)filtering
D)sending

Question 15

The mainframe is the master computer that controls the operations of all the other types of computers and digital devices as needed and can link them into one integrated system.

Question 16

Anything that hampers any stage of the communication process is known as

A)a code.
B)feedback.
C)fuzz.
D)noise.

Question 17

A decision support system gives managers a model-building capability and so provides them with the ability to manipulate information in a variety of ways.

Question 18

The sharing of information between two or more people in order to reach a common understanding is known as

A)transmitting.
B)encoding.
C)communication.
D)planning.

Question 19

In the transmission phase of the communication process, the information that a sender wants to share is known as the

A)feedback.
B)text.
C)message.
D)data.

Question 20

Product life cycle is the way demand for a product changes in a predictable pattern over time.

Question 21

The process by which the receiver interprets and tries to make sense of the message is known as

A)encoding.
B)unscrambling
C)feedback.
D)decoding.

Question 22

Verbal communication is the use of ________ to encode a message.

A)words in the spoken form only
B)symbolic language, such as facial expressions,
C)words, whether written or spoken,
D)symbolic language, such as style of dress,

Question 23

Despite its advantages, face-to-face communication has two important disadvantages, which are the

A)unplanned nature of it and the lack of a paper or electronic trail.
B)amount of time it takes and the lack of a paper or electronic trail.
C)unplanned nature of it and the lack of information richness.
D)amount of time it takes and the lack of information richness.

Question 24

A face-to-face communication technique that involves a manager talking informally with employees is known as

A)total quality management.
B)management by objectives.
C)open-book management.
D)management by wandering around.

Question 25

The amount of information that a communication medium can carry is known as information

A)overload.
B)richness.
C)capacity.
D)density.

Question 26

Though they are all Americans, the members of the design team-Bethany, Rajiv, Nguyen, and Chantelle-all come from different cultures, and this sometimes causes misunderstandings. Which of the following examples demonstrates the best and more efficient way for the team to avoid such misunderstandings when communicating with each other?

A)Bethan and Nguyen work together on developing a common vocabulary.
B)Chantelle learn as much as possible Rajiv's culture and ways of communicating.
C)Nguyen restates in his own words what he thinks Chantelle has said.
D)The whole group engages in a discussion with the aim of determining what each person finds offensive.

Question 27

Among the advantages of spoken communication transmitted over phone lines or via the Internet are the ability to

A)convey large amounts of information and ensure mutual understanding.
B)ensure the highest possible level of interaction, as well as mutual understanding.
C)convey large amounts of information and leave a permanent record of the communication.
D)ensure the highest possible level of interaction and leave a permanent record of the communication.

Question 28

The growth in the popularity of email has enabled many managers and employees to become

A)independent.
B)telecommuters.
C)proficient.
D)encoders.

Question 29

With technology changing rapidly and more employees working from remote locations, some experts suggest that by the late 2010s, management by wandering around has evolved into management by

A)face-to-face communication.
B)daily check-in.
C)electronically transmitted spoken communication.
D)weekly check-in.

Question 30

In choosing a communication medium for any message, managers need to consider three factors: information richness,

A)time, and the need for confidentiality.
B)cost, and the need for confidentiality.
C)time, and the need for a paper trail.
D)cost, and the need for a paper trail.

Question 31

The pathway through which an encoded message is transmitted to a receiver is known as the

A)data.
B)feedback.
C)medium.
D)network.

Question 32

The sender and receiver reverse their roles, with the receiver now becoming a sender, in the ________ phase.

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

Question 33

Of the four basic types of communication media in an organizational environment, impersonal written communication is the least rich. The other three are (in order of media richness, from most rich to least rich):

A)face-to-face communication, personally addressed written communication, and spoken communication electronically transmitted.
B)spoken communication electronically transmitted, face-to-face communication, and personally addressed written communication.
C)face-to-face communication, spoken communication electronically transmitted, and personally addressed written communication.
D)spoken communication electronically transmitted, personally addressed written communication, and face-to-face communication.

Question 34

Lana is an executive at a company with locations across the country. She needs to educate managers in these various offices about an update the company has made to its data storage process. The topic is not particularly sensitive, but it is complicated and technical, with numerous opportunities for misunderstanding or misinterpretation. Taking into account the various factors a manager should consider when choosing a communication medium, what is the best option for Lana?

A)to hold a series of face-to-face meetings with the manager in each city so she can demonstrate the new process, then send a group email with step-by-step instructions
B)to conduct a videoconference with the whole group so she can demonstrate the new process and answer questions, then send a follow-up group email
C)to send individual email messages containing step-by-step instructions, then make individual telephone calls to each manager to ensure they understand the process
D)to make a telephone call to each team member so she can explain the process and answer questions, then send an individual email message with answers to each of that managers questions

Question 35

A trend in nonverbal communication on the part of managers is to

A)dress informally in order to communicate the idea that all employees are on the same team.
B)send messages about teamwork and equality using the medium of spoken language.
C)dress formally, in a suit and tie, as a way of communicating the idea of equality.
D)send messages, through the medium of written language, about the importance of teamwork.

Question 36

The greatest benefit of impersonal written communication is the ability to

A)ensure a high degree of information richness.
B)convey complex information on sensitive topics.
C)obtain feedback almost instantaneously.
D)reach a large number of receivers.

Question 37

An increasingly popular medium that offers some of the advantages of face-to-face communication while saving time and money is

A)email.
B)blogging.
C)social networking.
D)videoconferencing.

Question 38

The best example of impersonal written communication would be a(n)

A)text message from a supervisor to a specific subordinate.
B)emailed companywide announcement of procedural changes.
C)text message from a supervisor to several subordinates.
D)email to company managers soliciting their input.

Question 39

The difference between the transmission and the feedback phases of communication is that in the

A)transmission phase, communication requires a medium.
B)feedback phase, the receiver becomes a sender.
C)transmission phase, communication requires encoding.
D)feedback phase, the sender transmits a message.

Question 40

The difference between verbal and nonverbal communication is that nonverbal communication does not use

A)messages.
B)a medium.
C)words.
D)a language.

Question 41

Tamora and her work team are preparing a set of graphs and charts showing their company's performance over the past four quarters as compared with that of their three leading competitors. This is an example of

A)data.
B)information.
C)systems.
D)facts.

Question 42

The set of methods or techniques used to acquire, organize, store, manipulate, and transmit information is known as

A)management information systems (MIS).
B)information technology (IT).
C)management in technology (MIT).
D)information systems (IS).

Question 43

A specific form of IT that managers use in order to have access to the specific information they need to perform their job effectively is known as ________ systems.

A)decision support
B)management information
C)decision analysis
D)management analysis

Question 44

The difference between a blog and a social networking site is that

A)unlike blogs, social networking sites make it possible for users to post information, comments, and opinions to which others can respond.
B)unlike social networking sites, blogs give users the ability to reach large numbers of readers around the world with a variety of information, comments, and opinions.
C)social networking sites enable every user to be a potential sender and receiver of information, while blogs are more limited.
D)blogs provide users with the ability to interact in real time with readers around the world, and to share ideas with them, while social networking sites do not.

Question 45

The four factors that determine the usefulness of information to managers are quality, timeliness, ________, and relevance.

A)completeness
B)variety
C)detail
D)consistency

Question 46

Barry is an analyst for Sunshine Groves and Cannery, which sells canned fruit products. One of his jobs is to keep track of weather reports, with a particular focus on predicted tropical storms and hurricanes, because the management at Sunshine Fruit particularly needs ________ information.

A)quality
B)complete
C)relevant
D)timely

Question 47

The management of Antonio's Pizzeria, a nationwide chain, has set a goal regarding average delivery time for its drivers. Over the next six months, data comes in from stores all over the country, and once it has been processed into information, the company leadership reviews it and sees how well various stores are doing at meeting companywide goals. Using its findings, they will reward some local managers and drivers for exceeding the goals, and they will encourage others to pick up the pace. This is an example of the fact that management needs information in order to

A)make effective decisions.
B)control the activities of the organization.
C)monitor the marketplace.
D)coordinate the company's activities.

Question 48

The term data is best defined as a set of facts that

A)are organized in a meaningful fashion.
B)have not been summarized or analyzed.
C)are available to a variety of users.
D)have been collected from various sources.

Question 49

Frequently updated information that reflects current changes in business conditions is called ________ information.

A)timely
B)on-time
C)real-time
D)time-sensitive

Question 50

The most significant negative consequence of information overload is that

A)senders have a sense that they are providing widespread education.
B)receivers fail to distinguish between the important and the trivial.
C)senders are able to communicate directly with a large audience.
D)receivers end up with a bewildering array of knowledge.

Question 51

The management at Sea Bass Fishing Charters, which has several facilities on the Florida coast, is considering opening a new one in Cocoa Beach. Before doing so, they need to look at figures on the number of customers there who chartered fishing boats-as opposed to boats for sightseeing or other purposes-last year. This is an example of the need for ________ information.

A)timely
B)relevant
C)complete
D)quality

Question 52

The quality of information is determined by its

A)timeliness and reliability.
B)accuracy and reliability.
C)timeliness and detail.
D)accuracy and detail.

Question 53

All About Town is a chain of clothiers with locations in malls around the country. It maintains records on the average customer traffic at each location month by month, as well as sales at each facility, net profits for each, and so on. This type of recordkeeping is an example of a(n)________ system.

A)management information
B)information technology
C)decision support
D)artificial intelligence

Question 54

Managers need information in order to do three things: ________ the organization's activities.

A)keep abreast of changes, and control and coordinate
B)make effective decisions, and control and coordinate
C)keep abreast of changes, and qualify and quantify
D)make effective decisions, and qualify and quantify

Question 55

The term information is best defined as facts that have been

A)collected from a variety of sources.
B)organized according to source.
C)collected using specific methods.
D)organized in a meaningful fashion.

Question 56

Kasim is preparing for an important meeting, and tells his assistant, Toni, that he needs information regarding the company's recent financial performance. This information must be of the highest possible quality and usefulness, he says. To meet his requirement, what should Toni provide him with?

A)receipts, bills of lading, check stubs, and other documentation to account for each sale and expenditure
B)spreadsheets containing detailed data on sales and profits day by day
C)a white paper in which she lays out the company's overall financial picture
D)graphs showing revenues and profits for the past four quarters

Question 57

Information technology (IT)is best defined as a set of

A)computing principles applicable to end users in a network.
B)techniques or methods used for setting up networks or senders and receivers.
C)computing principles applicable to main-frame and networking systems.
D)techniques or methods used for obtaining, processing, and sending information.

Question 58

The way that demand for a product changes in a predictable pattern over time is known as the ________ cycle.

A)product maturity
B)marketing development
C)product life
D)marketing fluctuation

Question 59

In her capacity as an analyst for Hardy Brothers, which sells living room and bedroom suits to retail consumers, Terri monitors a wide variety of information from worldwide sources. Her focus is on issues that affect pricing, in particular the availability and cost of various types of wood, cloth, and other materials. This is an example of the fact that managers need information in order to

A)make effective decisions.
B)control the activities of the organization.
C)monitor the marketplace.
D)coordinate the company's activities.

Question 60

Vanderbilt Imperial Hotels is a luxury chain with facilities and resorts at some forty locations across the United States. Every day, its housekeeping staff changes enough sheets to cover several baseball stadiums, its bell staff transports a volume of luggage that would fill a few jumbo jets, and its wait staff serves prodigious quantities of food. Yet as important as all this physical work is, the whole chain would break down without management making sure that each location has the resources it needs to meet the challenges of each day. This is an example of the fact that management needs information in order to

A)make effective decisions.
B)control the activities of the organization.
C)monitor the marketplace.
D)coordinate the company's activities.

Question 61

When advancing technology makes old products obsolete, the ________ stage of the product life cycle has begun.

A)maturity
B)obsolescence
C)decline
D)seniority

Question 62

In today's office environment, a group of interlinked computers that exchange information are collectively referred to as a(n)

A)network.
B)conglomerate.
C)Ethernet.
D)medium.

Question 63

The stages of the product life cycle are

A)design, growth, maturity, and obsolescence.
B)embryonic, growth, and decline.
C)design, maturity, and obsolescence.
D)embryonic, growth, maturity, and decline.

Question 64

Personal computers and laptops, connected through Ethernet in a network, are known as

A)servers.
B)customers.
C)satellites.
D)clients.

Question 65

In the product life cycle, a product has yet to gain widespread acceptance, the customers are unsure what it product has to offer, and demand for it is minimal in the ________ stage.

A)embryonic
B)introduction
C)rollout
D)unveiling

Question 66

A computer system that is designed to handle a large volume of routine and recurring transactions is called a(n)________ system.

A)decision support
B)artificial intelligence
C)transaction-processing
D)operations information

Question 67

The best explanation for the difference between operating system software and application software is that operating system software

A)is developed for a specific purpose, and application software tells the hardware how to run.
B)has to be operated by certified professionals, whereas anyone can use application software.
C)tells the hardware how to run, and application software is developed for a specific purpose.
D)can run on its own, whereas application software requires an operating system.

Question 68

In today's office environment, the term network is best identified as

A)a group of interlinked computers that exchange information.
B)the relationship between the organization and its customer base.
C)a number of computers that together feed in to a common system.
D)the company's website, as well as its telephone system.

Question 69

Client computers that are linked directly to a server constitute a

A)local area network (LAN).
B)management information system (MIS).
C)wide area network (WAN).
D)management network system (MNS).

Question 70

Wings Over America, an airline with flights connection 62 U.S. cities, uses technology to keep track of how many flights were on time over a given period, as well as average revenues and profits per passenger, flight, and airport. This is an example of a(n)________ system.

A)enterprise resource planning
B)transaction-processing
C)decision support
D)operations information

Question 71

When software programs are able to "watch" a manager sort through data and "learn" that manager's preferences when reviewing such information, this is an example of a(n)________ system.

A)expert
B)decision support
C)artificial intelligence
D)enterprise resource planning

Question 72

Changes in meaning that occur as information passes through a series of senders and receivers are referred to collectively as

A)data corruption.
B)information overload.
C)data misinterpretation.
D)information distortion.

Question 73

In the product life cycle, many consumers are entering the market and buying the product for the first time and demand increases rapidly in the ________ stage.

A)acceleration
B)maturity
C)demand
D)growth

Question 74

From the 1850s until the 1960s, the only real management information system was the organizational hierarchy. Which of the following best describes this system?

A)Managers used the railroads to travel to headquarters on a semiannual basis in order to report in to company leadership regarding the activities of employees.
B)A multi-tiered structure of reporting levels and system checks provided for a regular flow of information between managers and employees.
C)Telegraph lines connected offices in various cities, making it possible for railroad superintendents and other leadership to receive real-time information.
D)Reports went up the management chain, then decisions were made at the top and relayed back down the chain to employees.

Question 75

When a supermarket uses technology to record the sale of items and track inventory levels, this is an example of a(n)________ system.

A)operations information
B)transaction-processing
C)decision support
D)e-commerce

Question 76

Since the mid-1990s, many brick-and-mortar stores have seen a decline in sales while many online retailers have prospered. This situation is best identified as an example of the fact that

A)when change comes, one can never predict who the winners and losers will be.
B)the companies that adapt to the latest IT developments are the ones that win out in the long run.
C)advancing IT has provided a great number of jobs in the customer-service industries.
D)some companies have benefited from advancing IT, while others have been threatened by it.

Question 77

Hashimodo Technologies has enjoyed enormous success with its ID Touch Phone, which spurred brisk sales by first-time buyers for several years. Today, brand-name recognition is over 80 percent, and sales remain strong because existing users continue to purchase replacements. The CEO, Mr. Matsui, believes that in light of its profitability, improvements on the ID Touch Phone should remain the focal point of the company's efforts in coming years. However, his son Jiro, still just a junior manager, takes issue with this and says that Hashimodo should put all the resources it can into new product development, even if doing so results in losses for the next few quarters. Most likely Jiro is

A)right, because the ID Touch Phone is clearly obsolete, and its sales are likely to diminish in the near future.
B)wrong, because the company cannot afford to shift its focus from its winning number-one product.
C)right, because the ID Touch Phone has reached a point where its customer base is no longer expanding.
D)wrong, because the company cannot afford to experience several quarters of losses.

Question 78

The product life cycle is the way that ________ over time.

A)the supply of a product changes in predictable patterns
B)technological developments alter the design of particular products
C)demand for a product changes in predictable patterns
D)technological developments create new design challenges

Question 79

For years, the Louie Parola car dealership has been dividing its advertising budget between the top four television stations in the city. Now, the company managers, Jan, Lucian, and Alejandro, are considering various scenarios for redistributing the company's advertising dollars in order to capture various new markets. What will help Jan, Lucian, and Alejandro make the best possible decision?

A)a market analysis performed by an outside company that knows the area, but has little experience with car dealerships
B)an information system that gives them raw data on sales, costs, and profits for automobile dealerships and other companies that have advertised with each station.
C)the type of software that can perform functions akin to watching and learning, so it can quickly respond to car buyers' feedback without requiring the three managers' input
D)a set of models based on demographics, viewership, and other data so that they can run and compare a variety of scenarios using different advertising options

Question 80

When demand for a product has peaked and there are relatively few first-time buyers, the product has entered the ________ stage of the product life cycle.

A)maturity
B)decline
C)saturation
D)peak