Deck 17: Managing Communication

Question 1

Communication can break down if sender and receiver do not encode or decode language in the same way.

Answer 1

True

Question 2

Managers spend 80 percent of every working day doing desk work.

Answer 2

False

Question 3

Communication permeates every management function.

Answer 3

True

Question 4

Face-to-face discussion is the richest channel, in terms of channel richness.

Question 5

Communication is the process by which information is transmitted from the speaker to the listener.

Question 6

For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.

Question 7

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

Question 8

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 9

Routine messages tend to be simple and straightforward, such as conveying data or statistics.

Question 10

The process by which information is exchanged and understood by two or more people is the definition of communication.

Question 11

To inspire employees to achieve goals in today's difficult economic environment, some male managers are shifting to a more female-oriented communication style.

Question 12

The sender must encode the message and select a communication channel after developing the message.

Question 13

Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change.

Question 14

Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.

Question 15

Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions.

Question 16

Research has found that communication channels differ in their capacity to convey information.

Question 17

The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.

Question 18

Research finds that the most effective way to persuade and influence others is by issuing directives.

Question 19

Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking, lowering their eyes, or putting their hands in their laps.

Question 20

By selecting rich channels managers can communicate nonroutine messages effectively.

Question 21

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.

Question 22

A formal communication channel is a communication channel that flows within the chain of command.

Question 23

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.

Question 24

Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.

Question 25

The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.

Question 26

The topics covered in upward communication are indoctrination and implementation of goals and strategies.

Question 27

In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even disloyal.

Question 28

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

Question 29

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.

Question 30

The choice of a communication channel can convey a symbolic meaning to the receiver.

Question 31

An example of upward communication is performance feedback.

Question 32

Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.

Question 33

Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh real-time link between organizations and customers, employees, the media, and investors.

Question 34

Performance reports and suggestions for improvement are two types of upward communication.

Question 35

Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.

Question 36

A good listener is passive and laid back.

Question 37

Impersonal written media, including flyers and bulletins, are the lowest in channel richness.

Question 38

Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals.

Question 39

Formulating in your mind what you are going to say next is an important part of effective listening.

Question 40

A poor listener listens to central themes.

Question 41

When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the organization's leaders.

Question 42

Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.

Question 43

Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.

Question 44

_____ refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals.

A) Tactical discussion
B) Strategic conversation
C) Intentional chat
D) Calculated exchange
E) Deliberate talk

Question 45

The receiver _____ the symbols to interpret the meaning of the message.

A) encodes
B) transmits
C) decodes
D) responds to
E) must ignore

Question 46

Many firms are using social media to connect with and listen to customers.

Question 47

What are the key elements of communication?

A) Encoding, message, and feedback
B) Encoding, noise, and symbols
C) Message, circuit, and decoding
D) Feedback, message, and perception
E) Feedback, circuit, and perception

Question 48

Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 49

_____ is necessary for communication to be considered two-way.

A) Message
B) Channel
C) Feedback
D) Noise
E) Circuit

Question 50

Procedures and practices are downward communication topics that define the organization's rules, regulations, benefits, and structural arrangements.

Question 51

_____ and _____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters.

A) Encoding, channel
B) Encoding, noise
C) Decoding, channel
D) Decoding, encoding
E) Decoding, noise

Question 52

Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment.

Question 53

Communication is defined by the text as the process by which information is:

A) shared.
B) exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
C) received.
D) transmitted to others.
E) stored.

Question 54

Social media does not include blogs and wikis.

Question 55

The major problem with downward communication is drop off, the distortion or loss of message content.

Question 56

An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine.

Question 57

Types of information generally communicated upwards include performance reports, suggestions for improvement, and performance feedback.

Question 58

Grapevine is a type of personal channel used in many organizations.

Question 59

Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.

Question 60

Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message?

A) Sender
B) Receiver
C) Channel
D) Filter
E) Middleman

Question 61

To be effective communicators, managers should:

A) focus primarily on enhancing downward communication in the organization.
B) enhance lateral communication opportunities by encouraging teams.
C) limit use of communication technology.
D) strictly push for face-to-face communication.
E) encourage the use of multiple channels of communication.

Question 62

A centralized network is one in which:

A) team members are free to interact with any of the team members.
B) team members communicate through one individual to make decisions.
C) team members communicate with an assigned partner.
D) team members work independently and there is no need for communication.
E) none of these.

Question 63

Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 64

For complex problems, a(n) _____ network is most effective for swift, accurate problem resolution.

A) linear
B) centralized
C) decentralized
D) all of these
E) linear and centralized

Question 65

Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?

A) Face-to-face
B) E-mail
C) Instant messaging
D) Telephone
E) Handwritten letter

Question 66

_____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions.

A) Decentralized network
B) Centralized network
C) Linear network
D) Circular network
E) Gossip structure

Question 67

Which communication channel would be most successful to inform managers of impending company-wide layoff?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) None of these

Question 68

Which of these is the richest medium for communication?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) Voice mail

Question 69

When a group of workers have routine tasks to perform, a _____ communication structure allows more time for the task to be completed.

A) linear
B) centralized
C) decentralized
D) gossip
E) team

Question 70

One of the most important things that a manager can do for the organization, according to the text, is to:

A) talk to their employees.
B) create a climate of trust and openness.
C) listen to their employees.
D) ensure that production remains high.
E) none of these.

Question 71

Compared to men, women tend to:

A) use verbal language to exhibit knowledge and skill.
B) stare and point more.
C) enjoy demonstrating their knowledge.
D) use their unique conversational style to show involvement.
E) value their position at center stage.

Question 72

The learned behaviors associated with being male or female are referred to as:

A) racial roles.
B) ethnocentrism.
C) plurality.
D) stereotypes.
E) gender roles.

Question 73

Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group?

A) Linear
B) Centralized
C) Decentralized
D) Focused
E) All of these

Question 74

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of:

A) listening.
B) nonverbal communication.
C) empathizing.
D) direct communication.
E) nuance communication.

Question 75

The capacity of an information channel is influenced by all of these except:

A) the ability to establish a personal focus.
B) the ability to handle multiple cues simultaneously.
C) the ability to facilitate rapid, two-way feedback.
D) the ability to minimize costs.
E) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

Question 76

Managers' communication is _____-directed, in that it directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way to achieve the goals.

A) image
B) idea
C) purpose
D) communication
E) need

Question 77

_____ are examples of channels which managers might choose to use when communicating with employees.

A) Newsletter, telephone, and feedback
B) Telephone, electronic mail, and memo
C) Television, encoding, and letter
D) National newspapers and television
E) All of these

Question 78

_____ refers to the amount of information that can be transmitted during a communication episode.

A) Channel richness
B) Electronic mail
C) Encoding
D) Upward communication
E) Feedback

Question 79

Channel richness refers to the:

A) number of messages a channel can carry at one time.
B) speed in which messages can be carried.
C) amount of information that can be transmitted during a communication episode.
D) number of channels available at any one time.
E) profitability potential of a proposed channel.

Question 80

A manager might use _____ as a type of communication.

A) meetings
B) telephone conversations
C) talking informally
D) all of these
E) meetings and telephone conversations