Deck 14: Managers and Communication

Question 1

Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.

Answer 1

True

Question 2

The communication that takes place within groups is a fundamental mechanism by which members share frustrations and feelings of satisfaction.

Answer 2

True

Question 3

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

Answer 3

False

Question 4

As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication is required.

Question 5

Informal 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.

Question 6

The most important function of communication is the release for emotional expression of feelings and for fulfillment of needs.

Question 7

A sender initiates a message by encoding a thought.

Question 8

The Arab culture is a high-context culture.

Question 9

The channel chosen to communicate the message cannot be affected by noise.

Question 10

The communication method that conveys personal warmth the best is face-to-face communication.

Question 11

If a manager clearly and articulately verbalizes instructions to a subordinate, communication can be said to have taken place.

Question 12

Communication serves four major functions: control, motivation, emotional expression, and information.

Question 13

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

Question 14

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 15

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

Question 16

The final link in the communication process is a feedback loop.

Question 17

In the study of management, communication generally refers to interpersonal communication.

Question 18

The best-known types of nonverbal communication are demographics and proxemics.

Question 19

Nonverbal communication is communication transmitted without words.

Question 20

Formal presentations are the best communication method to use for scanability.

Question 21

Arabs use lots of gestures in their speech and tend to be indirect in their verbal communication.

Question 22

There are ________ elements of the communication process.

A) five
B) six
C) nine
D) seven

Question 23

________ consists of all the patterns, networks, and systems of communication within an organization.

A) Interpersonal communication
B) The grapevine
C) Organizational communication
D) Open communication

Question 24

Information technology has significantly improved a manager's ability to monitor individual or team performance.

Question 25

Communication between two or more people is called ________.

A) organizational communication
B) extrapersonal communication
C) intrapersonal communication
D) interpersonal communication

Question 26

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

A) noise
B) feed forward
C) the channel
D) feedback

Question 27

For communication to be successful, meaning must be imparted and ________.

A) understood
B) received by the other person
C) feedback must be established
D) an action must be taken by the receiver

Question 28

When employees are required to communicate any job-related grievance first to their immediate manager, to follow their job description, or to comply with company policies, communication is being used to ________.

A) provide a release for emotional expression
B) control
C) provide information
D) motivate

Question 29

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

Question 30

Communication provides ________ that is needed to get things done in organizations.

A) information
B) motivation
C) emotional expression
D) control

Question 31

Repetition, not code-switching, is a technique frequently used by Arabs in communication.

Question 32

The specific reason that the importance of effective communication for managers can't be overemphasized is that ________.

A) all written communication stays within the organization
B) everything a manager does involves communicating
C) every organization uses communications
D) all verbal communications require face-to-face interaction

Question 33

Communication is the transfer and understanding of ________.

A) ideas
B) words
C) concepts
D) meaning

Question 34

For many employees, their work group is a primary source of ________.

A) social interaction
B) motivation
C) stress
D) frustration

Question 35

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

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

Question 36

The process through which the symbols of a message are translated into a form that the receiver can understand is called ________.

A) reinstating
B) decoding
C) expanding
D) encoding

Question 37

Electronic information is not admissible in any court system.

Question 38

When personal interaction isn't physically possible, real-time collaboration software may be a better communication choice than sending an e-mail and waiting for a response.

Question 39

Communication encourages ________ by clarifying to employees what is to be done, how well they're doing, and what can be done to improve performance if it's not up to par.

A) control
B) motivation
C) emotional expression
D) the sharing of information

Question 40

One customer service strategy that many service organizations use is personalization.

Question 41

The final link in the communication process is ________.

A) feed forward
B) decoding
C) feedback
D) encoding

Question 42

Information overload occurs when ________.

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

Question 43

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

A) quit their jobs
B) to make communications impossible by using violence
C) react in ways that give them control of the situation
D) react in ways that reduce their ability to achieve mutual understanding

Question 44

Feedback returns the message to the sender and provides a check on ________.

A) the ability of the receiver to perform the task
B) whether understanding has been achieved
C) how well the receiver is doing
D) what the sender should do the next time a message is sent

Question 45

The average person must hear new information ________ times before they understand.

A) seven
B) three
C) nine
D) five

Question 46

All of the following are barriers to effective interpersonal communication except ________.

A) defensiveness
B) feedback
C) filtering
D) selective perception

Question 47

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

A) Spin
B) Filtering
C) Encoding
D) Fabricating

Question 48

The extent of filtering within an organization tends to be a function of the number of vertical levels in the organization and the ________.

A) number of horizontal levels in the organization
B) organizational culture
C) degree of centralization
D) degree of formalization

Question 49

Managers need to simplify language and ________ whom the message is directed so that the language can be tailored to the receivers.

A) present it to
B) write the jargon for
C) send the communication to
D) consider the audience to

Question 50

Communication problems are less likely to occur in organizations if the managers use ________.

A) body language
B) filtering
C) verbal intonation
D) feedback loop

Question 51

________ is an example of a high context culture while ________ is an example of a low context culture.

A) Saudi Arabia; The United States
B) The United States; Germany
C) Saudi Arabia; China
D) The United States; Saudi Arabia

Question 52

Listening is an active search for meaning, whereas ________ is passive.

A) speaking
B) hearing
C) decoding
D) encoding

Question 53

An example of nonverbal communication is ________.

A) a written note
B) an outline on the blackboard
C) a student with a hand raised
D) a billboard along the highway

Question 54

Understanding is improved by simplifying the language used in ________.

A) addition to carefully choosing the receiver
B) discussions with upper managers
C) relation to the audience intended
D) the message and by speaking louder

Question 55

Complexity capacity refers to the degree of which the communication method ________.

A) makes a simple message seem more complex
B) effectively processes complex messages
C) costs
D) effectively processes lengthy messages

Question 56

Which form of communication are students using to tell their instructor that class is over when they begin putting their books, notebooks, and papers away?

A) filtering
B) skilled
C) nonverbal
D) interpersonal

Question 57

Jargon is ________.

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

Question 58

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

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

Question 59

Offense could be taken by a student who just asked a question of the instructor, if the instructor said, "What do you mean by that?" - especially if the instructor used ________.

A) frowns and gestures
B) personal feelings
C) body intonations
D) harsh verbal intonation

Question 60

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) feedback
C) selective perception
D) filtering

Question 61

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

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

Question 62

Knowledge management involves encouraging the members of an organization to ________.

A) develop a corporate university like Hamburger University at McDonald's
B) improve the educational level of the average employee
C) develop new training programs to help new employees learn their jobs
D) systematically gather information and share it with others

Question 63

Cross-functional teams rely heavily on which of the following forms of communication?

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

Question 64

To form communication networks, you combine ________ communication flows.

A) vertical and horizontal
B) lateral and diagonal
C) lateral and upward
D) lateral and downward

Question 65

Organizational communication that is not defined by the organization's structural hierarchy is called ________.

A) theoretical
B) formal
C) hypothetical
D) informal

Question 66

Downward communication is used to inform, direct, ________, and ________ employees.

A) discipline; reward
B) enforce; control
C) utilize; coordinate
D) coordinate; evaluate

Question 67

In the all-channel network, communication flows ________.

A) between an identifiable and strong leader and others in the work group
B) among the managers of a functional area of an organization
C) in a circle until all of the members of a work group have been informed
D) freely among all members of a formal work team

Question 68

If a company is concerned with high member satisfaction, which of the following communication networks is best?

A) horizontal network
B) all-channel network
C) chain network
D) wheel network

Question 69

Lateral communication takes place among any employees ________.

A) assigned to the same supervisor
B) in the same work group
C) on the same organizational level
D) within the same organization

Question 70

Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________.

A) informing their boss that the rumor is out
B) being open and disclosing any new rumors to employees
C) telling the employees that the rumor is not true
D) communicating openly, fully, and honestly with employees

Question 71

Communication within an organization is often described as ________.

A) formal or informal
B) vertical
C) diagonal
D) lateral

Question 72

The average person normally speaks at a rate of about ________ words per minute.

A) 200 to 350
B) 50 to 125
C) 125 to 200
D) 350 to 500

Question 73

In a networked computer system, an organization links its computers together through compatible hardware and software ________.

A) and utilizes the efficiencies of the network
B) through the internet
C) creating an organizational network
D) establishing intradepartmental networks

Question 74

When there is an interest in the efficiency and speed of communication between managers at different levels and in different departments, then ________.

A) informal communication will work the fastest
B) diagonal communication should be used
C) lateral communication is ideal
D) upward communication works best

Question 75

The increased use of e-mail facilitates ________ communication.

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

Question 76

Two information technology developments that seem to be driving current changes in managerial communication are networked computer systems and ________.

A) wireless capabilities
B) the World Wide Web
C) ubiquitous computing capabilities
D) extranets

Question 77

An organization's grapevine works as both ________.

A) a filter and a feedback mechanism for a manager
B) an opportunity to learn new tasks and see friends
C) a screen and mirror to turn away and send back messages
D) smoke and mirrors in dealing with difficult employee issues

Question 78

Active listening is enhanced by ________.

A) developing empathy with the sender
B) developing apathy with the sender
C) paying attention to the body language of the sender
D) developing a system to minimize the noise in the area

Question 79

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

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

Question 80

The average listener can comprehend ________ words per minute.

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