Deck 11: Organizational Communication.

Question 1

______ communication reduces the number of people who can talk to the top executive.

A) Downward
B) Serial
C) Horizontal
D) Upward

Answer 1

B

Question 2

When one employee passes information to another, who passes the information to another, they are using what type of grapevine pattern?

A) Cluster grapevine
B) Single strand
C) Probability
D) Gossip

Answer 2

B

Question 3

Which of the following is NOT a method to facilitate upward communication?

A) Complaint box
B) Bulletin board
C) Ombudsperson
D) Attitude survey

Answer 3

B

Question 4

______ is an easily employed method which allows employees to communicate their opinions, complaints, suggestions, etc., to management at virtually any time.

A) An attitude survey
B) A suggestion box
C) A memo
D) A liaison

Question 5

A ____ contains all of the specific rules under which an organization operates and is a method of ______ communication.

A) policy manual / downward
B) employee handbook / downward
C) policy manual / upward
D) employee handbook / upward

Question 6

_______ communication flows directly from a supervisor to employee.

A) Upward
B) Horizontal
C) Downward
D) Serial

Question 7

____ refers to an informal communication process in which one individual in the grapevine passes on information to a select group of people, with not everyone receiving the information.

A) Single strand pattern
B) Gossip
C) Rumor
D) Probability

Question 8

Babies, birthdays, and ballgame scores are commonly communicated through:

A) policy manuals
B) the Internet
C) memos
D) newsletters

Question 9

In the _____ grapevine, one employee passes information to only a few people who randomly pass the information to others, whereas in the ____ grapevine, those few people pass that information on to a few other selected employees.

A) probability / cluster
B) cluster / probability
C) single strand / cluster
D) gossip / cluster

Question 10

_____ are employees who receive less than half of the information through a grapevine, whereas _____ hear most of the grapevine information but don't pass it on.

A) Dead‑enders / isolates
B) Isolates / dead‑enders
C) Isolates / liaisons
D) Liaisons / dead‑enders

Question 11

A top executive never receives negative information from her staff. This is known as _______ and is a disadvantage of_____ communication.

A) proximity effect / downward
B) MUM effect / horizontal
C) MUM effect / serial
D) proximity / serial

Question 12

Raul's desk is located in a cubicle next to 30 other cubicles. Raul's company uses a ______ to design its office.

A) freestanding
B) uniform plan
C) free-form work station plan
D) portable office approach

Question 13

Communication that flows directly from one employee to her supervisor is:

A) upward communication
B) downward communication
C) serial communication
D) horizontal communication

Question 14

Which of the following statements probably refers to a problem associated with an "open door" policy rather than serial communication?

A) Potential for excessive communication
B) Message content is often modified
C) Bad news is seldom relayed
D) The physical distance reduced accuracy

Question 15

Internal, organization-wide electronic communication networks are called:

A) email
B) the Internet
C) an intranet
D) voice mail systems

Question 16

Which of the following is NOT an advantage of email?

A) Increased documentation
B) Timely exchange of information
C) Increased productivity
D) Increased use of nonverbal cues

Question 17

Martha's desk in located in a large area that is completely open. Her company uses a _______ to design its office.

A) freestanding
B) uniform plan
C) free-form work station plan
D) portable office approach

Question 18

______ are employees who receive most of the information through a grapevine and, in turn, pass it on to others.

A) Liaisons
B) Isolates
C) Deadenders
D) Gossipers

Question 19

Which of the following methods of downward communication is often lengthy and difficult to understand?

A) Memos
B) Telephone calls
C) Policy manuals
D) Email

Question 20

A communication method that facilitates upward communication by asking employees to rate their opinions on such things as pay or working conditions is known as the ______.

A) complaint box
B) union steward
C) ombudsperson
D) attitude survey

Question 21

What the receiver actually hears refers to ____ of the message; how this information is interpreted refers to ____ of the message.

A) reception/encoding
B) reception/decoding
C) transmission/decoding
D) encoding/decoding

Question 22

Mrs. Jones raises her voice when saying certain words. She is using _______ to communicate.

A) noise
B) artifacts
C) nonverbal cues
D) paralanguage

Question 23

People using the _____ zone are approximately 18 inches away from a person.

A) intimacy
B) public distance
C) personal distance
D) social distance

Question 24

_____ is the interference that affects proper reception of a message.

A) Noise
B) Nonverbal cues
C) Paralanguage
D) Error

Question 25

Ms. Brown has all of her awards and certificate she has earned on her wall. She is using_____ to communicate her personality.

A) paralanguage
B) artifacts
C) body language
D) space

Question 26

______ communication is the exchange of a message across a communication channel from one person to another.

A) Downward
B) Interpersonal
C) Intrapersonal
D) Horizontal

Question 27

______ is a conscious decision not to process certain information whereas ____ is an attempt to deal with every message received.

A) Error / omission
B) Omission / error
C) Redundancy / omission
D) Omission / redundancy

Question 28

If 97% of managers hear information through the grapevine and then pass the information on, they are most accurately referred to as:

A) isolates
B) dead enders
C) liaisons
D) rumorists

Question 29

Visitors to offices that use _____ perceive the offices to be more comfortable and their occupants more friendly and trustworthy.

A) closed desk arrangements
B) a uniform plan
C) cubicles
D) open desk arrangements

Question 30

A breakdown at any point in the interpersonal communication process can affect the accuracy of information being communicated. What is the sequence for communicating a message from the sender to the receiver?

A) Decode, transmit, encode, receive
B) Transmit, encode, decode, receive
C) Encode, transmit, receive, decode
D) Encode, transmit, decode, receive

Question 31

Which of the following is NOT a nonverbal cue category?

A) Artifacts
B) Use of space
C) Use of time
D) Noise

Question 32

Information that is _____ has been modified to fit an individual's existing beliefs and knowledge.

A) leveled
B) assimilated
C) omitted
D) sharpened

Question 33

Which of the following is NOT an example of nonverbal communication:

A) body language
B) the way in which a persons uses space
C) how a person uses time
D) all three are example of nonverbal communication

Question 34

The tone, tempo, and volume in which one speaks is a nonverbal cue known as:

A) artifacts
B) paralanguage
C) body language
D) proximity

Question 35

Information that is ____ has unimportant details removed.

A) leveled
B) sharpened
C) assimilated
D) omitted

Question 36

Dealing with communication overload by prioritizing which information should be dealt withfirst refers to:

A) omission
B) escape
C) queuing
D) omnibus processing

Question 37

Eye contact and touching are nonverbal cues known as:

A) paralanguage
B) artifacts
C) proximity
D) body language

Question 38

Poorly substantiated information is known as:

A) rumor
B) gossip
C) noise
D) probability

Question 39

Husbands and wives usually use the _____ spatial distance zone whereas people transacting business will use the _____ zone.

A) public / personal
B) intimacy / social
C) intimacy / public
D) personal / social

Question 40

A manager is experiencing communication overload to the point that she is throwing away memos without reading them. This approach to handling overload is:

A) omission
B) error strategy
C) queuing
D) escape

Question 41

Almost half of the time that managers spend communicating with others is devoted to:

A) writing
B) reading
C) listening
D) writing and reading

Question 42

If you made an oral presentation to your class on styles of listening, who would most likelyremember the number of listening styles?

A) Leisure listeners
B) Inclusive listeners
C) Stylistic listeners
D) Technical listeners

Question 43

If you made an oral presentation to your class on listening styles, who would most likelyremember how understanding each of the six styles can increase communicator effectiveness?

A) Leisure listeners
B) Inclusive listeners
C) Stylistic listeners
D) Technical listeners

Question 44

What are the six common reactions to communication overload?

Question 45

Research indicates that we retain 25% of information presented in meetings 48 hours after themeeting. The inability to retain this information is influenced by:

A) memory loss
B) how well we listen to the information
C) our listening style
D) all of these are influences

Question 46

Ms. Smith often misses the main point of a communication because she is interested in only the facts and main detail. She is a(an) _____ listener.

A) nonconforming
B) empathic
C) technical
D) stylistic

Question 47

Which of the following is NOT a method for handling communication overload?

A) Use of a gatekeeper
B) Omission
C) Use of multiple channels
D) Assimilation

Question 48

What are the four grapevine patterns?

Question 49

Which of the following does not affect the way in which a received message is interpreted?

A) Emotional state
B) Cognitive ability
C) Bias
D) All three affect the interpretation

Question 50

If students don't understand the vocabulary that a professor is using, the culprit may be:

A) emotion
B) cognitive ability
C) noise
D) bias

Question 51

Which of the following tips is probably not conducive to effective listening?

A) Judging what the speaker is saying
B) Making eye contact with the speaker
C) Removing distractions
D) Letting the other person finish speaking

Question 52

What are the four communication zones?

Question 53

What are the six listening styles?

Question 54

____ listeners attend to information that is consistent with their way of thinking.

A) Technical
B) Stylistic
C) Nonconforming
D) Empathic

Question 55

What are the three types of grapevine employees?

Question 56

Which of the following is a good listening habit?

A) Reacts to emotional words
B) Tunes out dry subjects
C) Is distracted easily
D) Listens for central themes

Question 57

Which of the following is NOT important for readability?

A) Number of syllables per word
B) Sentence length
C) Both are important
D) Neither are important

Question 58

When communication overload gets too extreme an employee might begin to miss a lot of work or even resign. This method of handling communication overload is known as:

A) omission
B) queuing
C) escape
D) redundancy

Question 59

______ listeners listen for the main ideas in communication whereas ______ listeners listen to the way communication is spoken.

A) Inclusive / stylistic
B) Leisure / stylistic
C) Empathic / technical
D) Nonconforming / stylistic

Question 60

An administrative assistant who screens an executive's phone calls, opens his mail, and keeps rack of his appointments, exemplifies which approach to handling communication overload?

A) Omission
B) queuing
C) Escape
D) use of a gatekeeper

Question 61

What factors determine readability?

Question 62

What are the four commonly used readability indexes?