Deck 9: Communication

Question 1

Managers should try to insulate themselves from office gossip.

Answer 1

False

Question 2

__________ communication takes place informally, during task activities and throughout meetings.

A) Group
B) Oral
C) Environmental
D) Secondary
E) Primary

Answer 2

B

Question 3

One of the key purposes of organisational communication is to share information with members of the organisation.

Answer 3

True

Question 4

The most prevalent form of organisational communication is oral communication.

Question 5

Manuals are probably the most common form of written communication in organisations.

Question 6

Noise can occur only during the encoding and decoding steps of the communication process.

Question 7

All of the following are examples of oral communication in organisations EXCEPT

A) a telephone call.
B) reading a manual out loud to co-workers.
C) discussing a task.
D) sending a memo to colleagues.
E) a conversation on cell phones.

Question 8

Implied verbal and non-verbal cues are least important when managers engage in cross-cultural communications.

Question 9

Transmission is the process by which the message is translated from an idea or thought into transmittable symbols.

Question 10

Non-verbal communication only includes elements related to personal characteristics.

Question 11

The grapevine is an example of informal communication.

Question 12

The eyes are an important component of non-verbal communication.

Question 13

Communication is defined as

A) a technical process that involves the transmission of data.
B) a social process that involves information exchange.
C) one person talking to another.
D) organisational memos.
E) gathering meaning to gain a strategic advantage.

Question 14

Fortunately for retailers, brand names translate across cultures without difficulty.

Question 15

Verification that the message has been understood correctly occurs during the feedback portion of communication.

Question 16

All of the following are examples of body language EXCEPT

A) smiling.
B) frowning.
C) shouting.
D) making eye contact.
E) sitting back with arms folded.

Question 17

Physical movements and body language are forms of

A) communication medium.
B) physical communication.
C) personal communication.
D) non-verbal communication.
E) visual communication.

Question 18

Decoding is the process through which the symbols that represent the message are sent to the receiver.

Question 19

Communication does not mean agreeing.

Question 20

Jargon is a specialised or technical language of a trade, profession, or social group.

Question 21

Upward communication usually provides feedback to

A) subordinates.
B) peers.
C) managers.
D) customers.
E) entry-level and transfer employees.

Question 22

Which of the following types of task interdependence occurs when employees work independently and their output is combined into group output?

A) Verbal interdependence
B) Non-verbal interdependence
C) Reciprocal interdependence
D) Sequential interdependence
E) Pooled interdependence

Question 23

__________ refers to the emphasis given to spoken words and phrases.

A) Non-verbal intonation
B) Verbal intonation
C) Body language
D) Non-verbal communication
E) Verbal communication

Question 24

__________ communication is neither spoken nor written yet has meaning to others.

A) Decoded
B) Encoded
C) Noisy
D) Verbal
E) Non-verbal

Question 25

Which of the following is NOT a receiver-based barrier to communication?

A) The receiver records the message for further review.
B) The receiver may discount an entire message on the basis of perception of the speaker's credibility.
C) The receiver may be experiencing overload.
D) The receiver's translation of the symbol differs from the initial source translation.
E) The receiver bases his attention level on his values.

Question 26

The feedback phase of the communication process is initiated when the __________ the message.

A) receiver decodes
B) sender encodes
C) the receiver understands
D) the initial sender translates
E) the receiver responds to

Question 27

__________ is any disturbance in the communication process that interferes with or distorts communication.

A) Feedback
B) Decoding
C) Noise
D) Transmission
E) None of these are correct.

Question 28

The __________ is the individual, group, or organisation interested in communicating a message to another party.

A) noise
B) receiver
C) decoding
D) encoding
E) sender

Question 29

All of the following are forms of non-verbal communication EXCEPT

A) a pat on the shoulder.
B) giving a speech.
C) frowning.
D) plush carpeting.
E) the layout of office furniture.

Question 30

Xolani is trying to understand the concern of an angry customer, but several employees keep interrupting the conversion.These interruptions are an example of

A) static.
B) feedback.
C) miscommunication.
D) noise.
E) channel deficiency.

Question 31

Communication that is __________ typically consists of messages about how to do a job, performance goals, the organisation's policies, and how the company is performing.

A) quick
B) horizontal
C) slow
D) upward
E) downward

Question 32

Which of the following statements about the social process of communication is false?

A) It requires face-to-face interaction.
B) It allows information exchange.
C) It is not an instantaneous event.
D) It involves two or more people.
E) It takes place over time.

Question 33

__________ is the portion of communication that enables a receiver to indicate receipt and understanding of a message.

A) Encoding
B) Decoding
C) Noise
D) Symbolism
E) Feedback

Question 34

In __________, the sender communicates a message without expecting or getting any feedback from the receiver.

A) non-verbal communication
B) verbal communication
C) one-way communication
D) two-way communication
E) body language

Question 35

Once a receiver provides feedback to a sender, the sender and receiver have engaged in

A) non-verbal communication.
B) verbal communication.
C) one-way communication.
D) two-way communication.
E) body language.

Question 36

__________ is a movement such as a gesture or expression that conveys information to others.

A) Noisy language
B) Sign language
C) Body language
D) Non-verbal communication
E) Verbal communication

Question 37

Which of the following statements about feedback is false?

A) Feedback can be simple or complex.
B) Feedback can be written or oral, but not non-verbal.
C) Feedback verifies whether the message was received.
D) Feedback is initiated by the receiver.
E) Feedback verifies whether the message was understood.

Question 38

The medium used to send information is called the

A) decoder.
B) encoder.
C) channel.
D) message.
E) feedback.

Question 39

For effective communication to take place, both parties must

A) decode the manager's message.
B) eliminate non-verbal cues.
C) instantaneously exchange information.
D) communicate face to face.
E) attach the same meaning to the symbols used in the message.

Question 40

__________ is the process by which the receiver of the message interprets its meaning.

A) Communication
B) Language
C) Feedback
D) Encoding
E) Decoding

Question 41

Which of the following types of noise occurs when overly technical language prevents the receiver from understanding the message?

A) Jargon
B) Semantics
C) Loss of transmission
D) Ambiguity
E) None of these are correct.

Question 42

Which of the following occurs when a message is not decoded by the receiver in the way the sender intended?

A) Misperception
B) Selective perception
C) Filtering
D) Information overload
E) None of these are correct.

Question 43

Which of the following occurs when the amount of information available exceeds our ability to process it?

A) Misperception
B) Selective perception
C) Filtering
D) Information overload
E) None of these are correct.

Question 44

Becoming involved in the process of listening to what others are saying and clarifying messages is called

A) passive listening.
B) active listening.
C) hearing.
D) feedback.
E) decoding.

Question 45

Which of the following types of task interdependence has the most communication requirements?

A) Verbal interdependence
B) Non-verbal interdependence
C) Reciprocal interdependence
D) Sequential interdependence
E) Pooled interdependence

Question 46

In a(n) _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might explicitly say no.

A) collectivistic
B) individualistic
C) low-context
D) high-context
E) None of these are correct.

Question 47

Which of the following is NOT a guideline for effective e-mail use?

A) Avoid unprofessional e-mail addresses.
B) Avoid using e-mail for delivering personal news.
C) Avoid subject lines that render the rest of the e-mail unnecessary.
D) Avoid using 'reply all' and 'cc' unless absolutely necessary.
E) Avoid criticising others via e-mail.

Question 48

Which of the following occurs when we interpret what we see based on our interests, expectations, experience and attitudes rather than on how things really are?

A) Misperception
B) Selective perception
C) Filtering
D) Information overload
E) None of these are correct.

Question 49

Which of the following types of task interdependence has the fewest communication requirements?

A) Verbal interdependence
B) Non-verbal interdependence
C) Reciprocal interdependence
D) Sequential interdependence
E) Pooled interdependence

Question 50

In a(n) _________ culture, people rely on the words themselves to carry meaning.

A) collectivistic
B) individualistic
C) low-context
D) high-context
E) None of these are correct.

Question 51

In a(n) _________ culture, people rely on non-verbal or situational cues to convey meaning.

A) collectivistic
B) individualistic
C) low-context
D) high-context
E) None of these are correct.

Question 52

Which of the following occurs when less than the full amount of information is received due to withholding, ignoring, or distorting information?

A) Misperception
B) Selective perception
C) Filtering
D) Information overload
E) None of these are correct.

Question 53

Which of the following types of task interdependence requires that tasks be performed in a certain order?

A) Verbal interdependence
B) Non-verbal interdependence
C) Reciprocal interdependence
D) Sequential interdependence
E) Pooled interdependence

Question 54

Which of the following is NOT a guideline for effective writing?

A) Footnote any ideas, phrases, sentences and terms that are not your own.
B) Back up your assertions with statistics, examples and citation of authorities.
C) Write with energy and conviction.Avoid passive voice.
D) Use graphic aids and pictures to highlight and express ideas.
E) Write to impress as well as to express.

Question 55

Which of the following types of noise occurs when the sender and the receiver have different opinions on the meaning of the same word?

A) Jargon
B) Semantics
C) Loss of transmission
D) Ambiguity
E) None of these are correct.

Question 56

In a(n) _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might say, 'That could be difficult.'

A) collectivistic
B) individualistic
C) low-context
D) high-context
E) None of these are correct.

Question 57

Which of the following types of noise refers to the total failure of the medium being used for communication, such as a dropped phone call or disconnected Internet connection?

A) Jargon
B) Semantics
C) Loss of transmission
D) Ambiguity
E) None of these are correct.

Question 58

Which of the following types of task interdependence requires constant communication and mutual adjustment for task completion?

A) Verbal interdependence
B) Non-verbal interdependence
C) Reciprocal interdependence
D) Sequential interdependence
E) Pooled interdependence

Question 59

Which of the following types of noise occurs when there is more than one way to interpret the sender's message?

A) Jargon
B) Semantics
C) Loss of transmission
D) Ambiguity
E) None of these are correct.

Question 60

Which of the following is NOT a suggestion for being a good listener?

A) Repeatedly make logical connections between what the speaker has said.
B) Offer speakers honest, clear, timely, respectful and relevant acknowledgement of what the speaker has said.
C) Give speakers clear non-verbal evidence that you are listening attentively.
D) Give speakers clear verbal evidence that you are listening attentively.
E) Do not react to unusual or inconsistent communication cues from the speaker.

Question 61

Which technology enables users to see who is logged on and chat with them in real time?

A) Voice mail
B) E-mail
C) Instant messaging
D) Videoconferencing
E) Telework

Question 62

Which of the following communication media has the highest richness?

A) Telephone
B) Formal written correspondence
C) E-mail
D) Videoconferencing
E) Instant messaging

Question 63

Which term refers to a live or pre-recorded video segment that is broadcast over a company's intranet and archived for employees to view later?

A) Blog
B) Portal
C) Webcast
D) Podcast
E) Wiki

Question 64

__________ communication occurs when higher-level employees communicate to those at lower levels the organisation.

A) Upward
B) Downward
C) Horizontal
D) Diagonal
E) Formal

Question 65

Which of the following communication media has the lowest richness?

A) Telephone
B) Formal written correspondence
C) Email
D) Videoconferencing
E) Instant messaging

Question 66

A communication medium that allows the speaker to convey a broad set of concepts and ideas is said to have a high

A) adaptability.
B) personal focus.
C) language variety.
D) ability to transmit multiple cues.
E) interactivity.

Question 67

A communication medium that allows the speaker to convey physical presence, voice inflection, non-verbal cues and pictures is said to have a high

A) adaptability.
B) personal focus.
C) language variety.
D) ability to transmit multiple cues.
E) interactivity.

Question 68

Which technology is similar to electronic mail but, instead of writing, digitises a spoken message and sends it to someone to be retrieved and listened to later?

A) Voice mail
B) E-mail
C) Instant messaging
D) Videoconferencing
E) Telework

Question 69

Giving people information that they did not ask for is a broadcast technique called

A) data mining.
B) data processing.
C) information pull.
D) information push.
E) information overload.

Question 70

A communication medium's __________ reflects the extent to which the medium can carry non-verbal cues, provide rapid feedback, convey personality traits and support the use of natural language.

A) poorness
B) richness
C) technological advancement
D) realism
E) clarity

Question 71

The Internet allows people to access only the information they want, a broadcast technique called

A) data mining.
B) data processing.
C) information pull.
D) information push.
E) information overload.

Question 72

A communication medium's __________ reflects the speed at which it lets the receiver provide feedback.

A) adaptability
B) personal focus
C) language variety
D) ability to transmit multiple cues
E) interactivity

Question 73

Which of the following is NOT a guideline for giving effective presentations?

A) Spend some time establishing rapport with the audience.
B) End with a bang.
C) Rely on notes as little as possible.
D) Channel nervous energy into enthusiasm.
E) Pace back and forth while making eye contact with the audience.

Question 74

Which term refers to a website stored on a computer that is connected to other company computers by an internal network?

A) Internet
B) Intranet
C) Extranet
D) Collaboration software
E) World Wide Web

Question 75

Which term refers to a searchable, archivable website that allows people to comment on and edit one another's work in real time?

A) Blog
B) Portal
C) Webcast
D) Podcast
E) Wiki

Question 76

Which term refers to an individual's chronicles of personal thoughts and interests and can function as an online diary?

A) Blog
B) Portal
C) Webcast
D) Podcast
E) Wiki

Question 77

Thanks to electronic communication, people don't need to be in a central office to talk with their co-workers and do their jobs.What is the general term for work conducted outside a central office?

A) Teleconferencing
B) Satellite work
C) Instant messaging
D) Videoconferencing
E) Telework

Question 78

Which of the following is NOT a suggestion for running effective meetings?

A) If interpersonal issues come up, dismiss them as quickly as possible.
B) Require that participants come prepared to discuss the agenda.
C) Do not overprepare; look up information on the fly to keep the meeting fresh.
D) If at all possible, try not to have meetings in the first place.
E) State a time frame at the beginning of the meeting and stick to it at all costs.

Question 79

Which technology began as an informal communication channel but has since evolved into a primary and formal means of business correspondence for many organisations?

A) Voice mail
B) E-mail
C) Instant messaging
D) Videoconferencing
E) Post-It notes

Question 80

A communication medium that allows the speaker to express emotions and social cues is said to have a high

A) adaptability.
B) personal focus.
C) language variety.
D) ability to transmit multiple cues.
E) interactivity.