Deck 10: Communication Theory and Modern Media

Question 1

The sender of a message can recognize and resolve communication problems by paying attention to ________.

A) noise
B) inference
C) grapevine
D) feedback

Answer 1

D

Question 2

Feedback is best defined as the

A) way the receiver of a message responds or fails to respond to the message.
B) actions that can distort a message by interfering with the communication process.
C) way people draw negative conclusions about a category of people based on stereotypes.
D) path along which informal communication travels in an organization.

Answer 2

A

Question 3

Susanna strongly believes in the relationship between workplace communication and employee productivity, and she agrees with Alex Pentland and Benjamin Waber's findings on workplace communication patterns. She finds that two of her employees, Steven and Amy, are talking to each other in Amy's cubicle. She is likely to

A) subtly hint to Steven that he should be getting back to work.
B) allow them to continue for a reasonable amount of time.
C) ensure that they only talk about work-related topics.
D) ensure that they only talk about non work-related topics.

Answer 3

B

Question 4

Researchers Alex Pentland and Benjamin Waber determined that the workers who interacted the most with their co-workers were

A) the most productive.
B) the least productive.
C) more prone to the recency effect.
D) least likely to experience groupthink.

Question 5

Jude loves to play GameCube games. While he is playing, he gets so involved that when someone asks him a question, he answers, "Uh-huh." He is most likely

A) listening, but not hearing.
B) hearing, but not listening.
C) communicating effectively.
D) using formal communication.

Question 6

An important difference between hearing and listening is that

A) hearing requires full understanding of a message whereas listening is the mere registration of sound.
B) hearing is the mere registration of sound whereas listening requires full understanding of a message.
C) hearing can occur even if there is feedback whereas listening cannot occur in the presence of feedback.
D) hearing cannot occur if there is feedback whereas listening can occur even if there is feedback.

Question 7

When the sender of a message encodes a message, it means that the sender is

A) translating his or her thoughts and feelings into words.
B) encrypting the message based on inferences, leading to misunderstandings.
C) distorting the message by adding noise to it.
D) not focusing on the receiver's viewpoint.

Question 8

When a receiver decodes a message, he or she is

A) hearing but not listening to the message.
B) listening to the message.
C) sending feedback.
D) eliminating noise.

Question 9

The model of the communication process shows that communication works

A) only when there is no noise.
B) only when there is no feedback.
C) when people decode messages as well as send them.
D) when people hear messages instead of merely listening to them.

Question 10

Communication fails to occur when the

A) sender encodes the message.
B) feedback is negative.
C) receiver fails to eliminate noise.
D) receiver does not decode the message.

Question 11

If incompatible electronic equipment is used to transmit a message, ________.

A) the message gets encoded by the equipment
B) the receiver will not be able to receive the message
C) lateral communication is not possible
D) the communication is likely to be distorted by noise

Question 12

Which of the following statements is true of feedback?

A) Feedback does not take the form of words.
B) Feedback is used to eliminate noise.
C) Feedback is the main source of noise.
D) Feedback may take the form of behavior.

Question 13

The communication process begins when the sender of a message ________.

A) receives feedback
B) creates noise
C) encodes the message
D) gives feedback

Question 14

Joy is a supervisor at an advertising agency. While conducting performance appraisal meetings with her employees, she instructs her secretary to hold all calls and to prevent any other interruptions. This action of Joy

A) ensures that distractions which might hamper communication are avoided.
B) increases the likelihood of messages being distorted during the communication process.
C) distinguishes between opinions and facts so that communication is not hampered.
D) shows that she uses the informal mode of communication to make employees comfortable.

Question 15

According to Alex Pentland and Benjamin Waber, the workers who interact the most with their co-workers are the most productive because

A) workplace communication only involves trading facts.
B) they are more likely to experience groupthink.
C) they are more prepared to make important work-related decisions.
D) workplace communication is always oral.

Question 16

Identify a true statement about the communication process.

A) The sender encodes, but does not do any decoding.
B) The receiver decodes, but does not do any encoding.
C) Noise and feedback do not affect communication.
D) The receiver of a message must listen to it rather than just hear it.

Question 17

In the communication process, noise

A) always leads to communication breakdowns.
B) only affects the feedback process of communication.
C) occurs because the sender of a message encodes the message.
D) distorts communication by interfering with it.

Question 18

In the communication process, encoded messages

A) are only required when there is noise distorting a communication process.
B) can only be transmitted through writing.
C) can be transmitted through personal contact.
D) always lead to misunderstandings.

Question 19

Pentland and Waber's research suggests that effective communication

A) can never occur in the presence of noise.
B) only occurs at a lateral level.
C) is about more than talking or writing.
D) only occurs when brainstorming.

Question 20

Which of the following is a true statement about workplace communication?

A) It merely involves trading of facts.
B) Higher interaction with co-workers leads to increased productivity.
C) Worker productivity is shown to dramatically decrease when communication involves topics not related to work.
D) Effective workplace communication is more about simply talking and writing.

Question 21

In the context of barriers to communication, misunderstandings are least likely to occur when

A) a message is complicated.
B) technical jargon is used.
C) simple words are used.
D) a message is emotional.

Question 22

To avoid misinterpreting the words and behavior of others, a supervisor must

A) speak in a loud tone of voice.
B) be familiar with the communication styles of the various cultures of people with whom he or she works.
C) not supplement his words with gestures as this is considered to be offensive in many cultures.
D) use his or her industry's technical jargon instead of relying on simple words.

Question 23

Which of the following guidelines prepares employees for cross-cultural communication?

A) Use the figurative meanings of words.
B) Generalize about individuals based on their culture.
C) Speak very loudly.
D) Ask for clarification when required.

Question 24

Active listening typically involves

A) always replying promptly with a yes/no answer.
B) decoding the information conveyed rather than the emotions of the speaker.
C) understanding the feelings the speaker is conveying through a message.
D) focusing on cultural differences that can distort communication.

Question 25

In workplace communication, active listening is used effectively only when

A) upward communication is used.
B) a supervisor does not encode his or her feedback to employees.
C) downward communication is used.
D) a supervisor demonstrates genuine respect for employees.

Question 26

Jeff is the owner of a new Indian restaurant. He employs Vijay, an immigrant from India, who mostly speaks Hindi. Vijay recently began learning English and is making good progress. Jeff will be effectively communicating with Vijay if he

A) talks to Vijay with a loud tone of voice.
B) uses figurative meanings of words.
C) avoids using simple words.
D) supplements his words with gestures.

Question 27

Which of the following is true of cultural stereotypes?

A) It is only harmful when negative stereotypes are used by supervisors.
B) Both positive and negative stereotypes result in negative emotions.
C) It is acceptable to use positive stereotypes to give feedback.
D) Even negative stereotypes can be used by supervisors to motivate their employees.

Question 28

Craig is the manager of a company that is opening a new branch of operations in another country. In a meeting set up to inform his employees of this news, he focuses on how this move is going to make the company more profitable but fails to address the employees' fears for job security. In this case, Craig has communicated ineffectively because he has

A) ignored his receivers' viewpoint.
B) encoded his message.
C) not eliminated feedback.
D) failed to eliminate noise.

Question 29

Which of the following is a basic guideline for cross-cultural communication?

A) Speak loudly.
B) Talk fast.
C) Pronounce words carefully.
D) Use metaphors and similes.

Question 30

To overcome the barrier of information overload, supervisors should ideally

A) give employees only the information that will be useful to them.
B) encourage employees to turn to the grapevine for information.
C) not ask for feedback because employees might get distracted.
D) speak clearly in a loud tone of voice.

Question 31

Which of the following should supervisors avoid when faced with cross-cultural communication?

A) Using jargon of the industry they belong to
B) Supplementing words with gestures
C) Using metaphorical meanings of words
D) Seeking feedback by asking the listener what he or she has heard

Question 32

Which of the following rules should supervisors follow in order to be better listeners?

A) Avoid distinguishing between opinions and facts.
B) Try to hear the main point and supporting points.
C) Ask questions to clarify one's understanding when the speaker is talking.
D) Refrain from giving smiling when the speaker hesitates.

Question 33

In the context of barriers to communication, which of the following helps supervisors avoid misunderstanding?

A) Use words that attribute characteristics to another person.
B) Use "you statements" instead of "I statements."
C) Treat inferences as facts when communicating.
D) Avoid using language that obscures the meaning of words.

Question 34

In the context of barriers to communication, misunderstandings are most likely to occur when

A) a message is complicated.
B) the sender encodes a message.
C) simple words are used.
D) gestures are used.

Question 35

Which of the following is a major type of distraction that obstructs active listening?

A) Assuming that the listener has nothing interesting to say
B) Looking at the speaker most of the time
C) Trying to hear the main points and supporting points
D) Decoding the receiver's feedback

Question 36

Which of the following is a common error in cross-cultural communication?

A) Seeking feedback by asking the listener what he or she has heard
B) Using literal meanings of words
C) Assuming that a limited knowledge of English means that the person is uninterested in learning English
D) Assuming that people from other cultures may be unfamiliar with the idioms used in one's own culture

Question 37

Which of the following is a requirement for supervisors to communicate better with employees?

A) Being more open to possibilities when employees come up with ideas
B) Focusing on giving directions and advice than on listening to employees
C) Excluding employees' emotions and paying attention to their words
D) Thinking of an immediate response when an employee is talking

Question 38

When feedback indicates that a message was not received fully and correctly, the sender should better adapt it to the receiver by

A) eliminating sources of noise.
B) avoiding the receiver's viewpoint.
C) not encoding his message.
D) hearing rather than listening.

Question 39

The technique that involves hearing what the speaker is saying, trying to understand the facts and feelings the speaker is trying to convey, and then stating what the listener understands that message to be, is called ________.

A) upward communication
B) active listening
C) downward communication
D) feedback

Question 40

Which of the following is an effective way to seek feedback from a listener?

A) Asking questions such as "Do you understand?"
B) Asking simple yes-or-no questions
C) Asking questions that require some level of understanding to answer appropriately
D) Asking questions such as "Do you work tomorrow?"

Question 41

One way supervisors can protect themselves and avoid ethical problems that can arise from their public speaking activities is by

A) letting their employer know about their public speaking activities.
B) refraining from encoding their messages.
C) sticking only to upward forms of communication when speaking in public.
D) sticking only to lateral forms of communication when speaking in public.

Question 42

Which of the following statements about inferences and facts is true?

A) Statements using the words "never" and "always" are less likely to be inferences.
B) A fact is a conclusion drawn from the inferences available for scrutiny.
C) When sending a message, a supervisor should avoid statements that phrase inferences as facts.
D) An inference is a conclusion drawn from observation.

Question 43

A conclusion drawn from the facts available is referred to as a(n) ________.

A) prejudice
B) stereotype
C) noise
D) inference

Question 44

Which of the following is an advantage of sending letters over e-mails?

A) Letters take less time to be prepared and delivered.
B) Letters offer a chance for reflection and change.
C) Letters are easier to send.
D) Letters can be used to communicate informally.

Question 45

Most complications from e-mail communications arise because

A) they do not provide a written record for review.
B) it takes a long time to write an email.
C) of how easy it is to send an e-mail.
D) two-way communication is not possible.

Question 46

Which of the following is an advantage of memos?

A) They take a relatively short time to be prepared and delivered.
B) They are the preferred mode of communication for writing to people outside the organization.
C) They provide a written document for the receiver to review.
D) They allow the supervisors to send out nonverbal messages more effectively.

Question 47

To communicate with employees, supervisors usually depend on ________.

A) written communication
B) nonverbal communication
C) haptic communication
D) oral communication

Question 48

The difference between a fact and an inference is that a(n)

A) fact is a conclusion drawn from statements using the words "never" and "always."
B) inference is a conclusion drawn from the facts available.
C) fact is a conclusion drawn typically from an informal mode of communication.
D) inference is always true.

Question 49

We learn the meaning of nonverbal messages by

A) participating in our culture.
B) engaging in passive listening.
C) drawing facts from inferences.
D) encoding messages.

Question 50

When a person is sending both verbal and nonverbal messages, ________.

A) the probability of noise distorting the communication is very less
B) the receiver is more likely to not send any feedback
C) the information is most likely to be misinterpreted
D) the nonverbal message may have more influence on the receiver

Question 51

Much of the verbal communication that occurs in organizations is in writing because

A) writing allows users to communicate nonverbally as well as verbally.
B) writing is the only way to communicate laterally.
C) written communication provides a record of what people tell one another.
D) written communication eliminates any disruptions caused by noise.

Question 52

A supervisor can best combat biases in attention by

A) using statements that phrase inferences as facts.
B) using technical jargon to grab the attention of the listener.
C) phrasing messages carefully to appeal to the receiver.
D) switching to nonverbal forms of communication.

Question 53

The negative conclusions about a category of people based on stereotypes are known as ________.

A) prejudices
B) perceptions
C) retrospective biases
D) reverse biases

Question 54

Which of the following is a similarity between letters and memos?

A) Both are formal ways of sending a written message.
B) Both take a relatively long time to prepare and deliver.
C) Both can only be sent electronically.
D) Both can only be used for lateral communication.

Question 55

Which of the following statements is true about inferences?

A) Statements using the words "never" and "always" are inferences.
B) Inferences can only be used for lateral communication.
C) Making inferences is always a conscious process.
D) Facts are derived from inferences.

Question 56

When perceptions about others are false, ________.

A) messages cannot be encoded
B) prejudices are overcome
C) stereotypes are overcome
D) messages might get distorted

Question 57

Which of the following is a difference between letters and memos?

A) Letters are more formal than memos.
B) Letters are used for analyzing problems, whereas memos are only for formal communication.
C) Letters cannot be sent electronically, whereas memos can be sent electronically.
D) Letters provide a written document for review, whereas memos do not provide a written document for review.

Question 58

In which of the following situations is it possible to send both nonverbal and verbal cues?

A) A supervisor receiving a memo from his manager
B) A supervisor orally providing instructions to an employee
C) A manager receiving an email from his employees
D) An organization sending a letter to its customers

Question 59

Which of the following is true of bulletin board notices used in organizations?

A) They are never used to supplement personal types of communication.
B) They are highly ineffective.
C) They can only be used for upward communication.
D) They are impersonal ways to send messages.

Question 60

Which of the following statements is true about nonverbal messages?

A) Nonverbal forms of communication work best when a supervisor wants to remove biases in attention.
B) Our facial expression, posture, and even silence provide nonverbal cues.
C) The meanings of nonverbal messages are universal and do not change from culture to culture.
D) Nonverbal messages generally have lesser influence on the receiver than verbal messages.

Question 61

When James, the receptionist of a marketing firm, asks his manager for a raise, he is using ________ communication.

A) upward
B) diagonal
C) lateral
D) grapevine

Question 62

A supervisor should choose oral communication over written communication when the message is ________.

A) official
B) sensitive
C) factual
D) complex

Question 63

The easiest way to get feedback is to ________.

A) use memos
B) send an oral message
C) send an email
D) use bulletin board notices

Question 64

Organizational communication in which a message is sent to someone at a lower level is referred to as ________.

A) diagonal communication
B) upward communication
C) lateral communication
D) downward communication

Question 65

Jeremy is the manager of a supermarket. When he asks all his employees to assemble for a meeting, he is using ________ communication.

A) multidirectional
B) downward
C) lateral
D) upward

Question 66

Which of the following statements is true about nonverbal messages?

A) One way in which people can communicate nonverbally is through their choice of attire.
B) When a person is sending both verbal and nonverbal messages, the nonverbal message has little or no influence on the receiver.
C) The meanings of nonverbal cues are consistent among different groups of people born in a country.
D) People from different cultures have similar nonverbal vocabularies.

Question 67

A supervisor is receiving a(n) ________ communication when an employee reports a problem.

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

Question 68

Organizational communication in which a message is sent to someone at a higher level is referred to as ________.

A) upward communication
B) diagonal communication
C) lateral communication
D) downward communication

Question 69

When a supervisor gets a memo from top management describing a new company policy, he or she is receiving a(n) ________ communication.

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

Question 70

For emotionally charged issues, the supervisor should typically

A) communicate face-to-face.
B) communicate through e-mail.
C) use voice mail.
D) use the bulletin board.

Question 71

Steven is the supervisor of a transport company. He feels that he should do something to be more informed about his employees. Which of the following is a way for Steven to be more informed about his employees?

A) He should encourage upward communication.
B) He should discourage diagonal communication.
C) He should rely on rumors.
D) He should shut down all forms of grapevine communication.

Question 72

People will receive a message only if

A) the message has not been encoded by the sender of the message.
B) it is a lateral form of communication.
C) there is no feedback.
D) it comes through a channel they feel comfortable using.

Question 73

One way to minimize the intrusiveness of modern media is to

A) convey messages without using complicated words.
B) limit the use of calls and texts to situations where an immediate reply is essential.
C) rely only on oral communication which gives an opportunity to send and receive many nonverbal cues.
D) communicate without the use of feedback.

Question 74

Why is knowledge about the directions of communications essential for a supervisor?

A) Supervisors need it to protect themselves from the ethical problems that can arise from public speaking.
B) Supervisors can use that knowledge to be sure that they are communicating in all directions.
C) Without knowing about directions of communications, supervisors cannot engage in cross-cultural communication.
D) Without knowing about directions of communications, supervisors cannot encode messages.

Question 75

Supervisors can help with the constant interruptions of modern media by

A) banning the use of memos at work.
B) restricting all emails to lateral forms of communication only.
C) setting aside time when cell phones should be turned off so everyone can concentrate.
D) communicating without the use of feedback.

Question 76

A supervisor should choose written communication over oral communication when

A) building a relationship with the receiver of the message is important.
B) a message includes complex information.
C) immediate feedback is necessary.
D) information is more sensitive than factual.

Question 77

To be well informed and benefit from employees' creativity, a supervisor should primarily encourage ________.

A) nonverbal communication
B) grapevine communication
C) upward communication
D) haptic communication

Question 78

When feedback is critical, which of the following is the most effective mode of communication?

A) Telephone conversation
B) Memorandum
C) Face-to-face communication
D) Bulletin board notice

Question 79

When there is a need for a record, which of the following is the most effective mode of communication?

A) Telephone conversation
B) Memorandum
C) Face-to-face communication
D) Conference call

Question 80

The ability to send and receive information from many places, including one's workplace, home, car, and airplane seat, can contribute to

A) information overload.
B) the recency syndrome.
C) increase in noise.
D) the halo effect.