Deck 12: Communication

Question 1

Aspects of nonverbal communication include

A) hand and body gestures.
B) voice quality.
C) body placement.
D) all of the choices

Answer 1

D

Question 2

The purpose of an informative confrontation is to confront the

A) lack of feedback in a message.
B) discrepancies in a person's message.
C) difference in tone between an oral and a written message.
D) reality that filtering of messages is commonplace.

Answer 2

B

Question 3

To use informal networks,

A) focus on issues important to the organization.
B) establish community goals and deliverables.
C) set high management expectations.
D) all of the choices

Answer 3

D

Question 4

Teams in organizations emphasize ____ communication.

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

Question 5

The Web log or blog is frequently used by companies as a

A) informal communication channel.
B) formal communication channel.
C) form of nonverbal communication.
D) form of lateral communication.

Question 6

Company blogs are used to communicate

A) both upwards and downwards.
B) upwards only.
C) downwards only.
D) sideways only.

Question 7

A major purpose of knowledge management is to

A) have line departments do most of the training.
B) keep employees up to date on new technology.
C) make good use of knowledge to generate business value.
D) prevent older workers from becoming obsolete.

Question 8

A major purpose of defensive communication is to

A) overcome communications barriers.
B) prevent others from blaming you for mistakes.
C) get even with other workers.
D) protect one's self-esteem.

Question 9

Communication is the process of

A) sending messages.
B) exchanging information.
C) listening and observing.
D) influencing others.

Question 10

Sylvia is gathering her thoughts to send a message to a difficult customer. She is going through the process of

A) transmitting.
B) using nonverbal communication.
C) decoding.
D) encoding.

Question 11

A recommended way for company management to combat rumors is to

A) fire the person who started the rumor.
B) deny that the rumor has any truth at all.
C) start an even more interesting rumor.
D) enhance formal communication about the topic.

Question 12

Which one of the following is an example of downward communication?

A) open-door policy
B) complaint program
C) town-hall meeting
D) a message from the CEO sent to all employees

Question 13

Chance encounters between managers and employees work well as a(n)

A) formal communication channel.
B) informal communication channel.
C) substitute for management by walking around.
D) substitute for a bulletin board.

Question 14

The general purpose of nonverbal communication is to

A) get through to people who have difficulty receiving verbal messages.
B) express the feeling behind a message.
C) control the reactions of the receiver.
D) repeat what was expressed verbally.

Question 15

To implement overcoming communication barriers by uniting with a common vocabulary, the manager must first

A) hire only employees with the same native tongue.
B) convert from a hierarchical to a team structure.
C) develop a computer network for the organization.
D) identify the core work of a business.

Question 16

A frequent communication barrier in using voice mail is leaving messages that are

A) spoken so slowly the receiver hangs up.
B) so hostile the receiver does not respond.
C) so embellished the receiver does not understand..
D) too poorly articulated to understand.

Question 17

The purpose of a spin measure is to

A) make a rumor go out of control.
B) get listeners dizzy with information overload.
C) hold back news until the timing is right.
D) cover up bad news by stretching for the positive aspect.

Question 18

Jane is in a meeting with Jack. She is engaging in metacommunications when she says to Jack,

A) "Stop talking, and start listening. I dislike a blabber mouth."
B) "Please read my lips."
C) "Stop being so defensive when I talk to you."
D) "I'm in a rush today, so I may appear a little impatient during our conversation."

Question 19

A learning organization

A) modifies its behavior to reflect new knowledge and new insights.
B) is skilled at creating, acquiring, and transferring knowledge.
C) both a & b
D) approaches each problem with a completely new start.

Question 20

The study of meaning in language forms is called

A) semantics.
B) noise.
C) non-verbal communication.
D) interference.

Question 21

In decoding, the receiver interprets the message and translates it into meaningful information.

Question 22

Organizational politics refers to

A) informal approaches to gaining power
B) advantage through means other than merit or luck.
C) both a & b
D) huddling

Question 23

Diagonal communication is the transmission of messages to higher or lower organizational levels in different departments.

Question 24

An advantage of company Web logs or blogs is that they allow for both downward and upward communication.

Question 25

The image a person conveys communicates such messages as "I feel powerful" and "I think this meeting is important."

Question 26

Negative political tactics include

A) playing territorial games.
B) being unpredictable.
C) backstabbing
D) all of the choices.

Question 27

The purpose of knowledge management is to develop the right type of training programs for the organization.

Question 28

George wants to cut down on the excessive amount of office politics in the distribution center he manages, so he is advised to

A) engage in open communication more frequently.
B) practice more favoritism.
C) increase the amount of territorial games.
D) become more unpredictable himself.

Question 29

The purpose of huddling in communication is to

A) hug the meeting participants.
B) deliberate for a long time before making a decision.
C) have a fast-paced action-oriented meeting.
D) participate in a sport to decrease the tension.

Question 30

A characteristic of a learning organization is that it learns from its experiences instead of repeating the same mistakes.

Question 31

Which one of the following is not recommended as a way of having more productive meetings?

A) Ensure that all follow-up action is assigned and recorded.
B) Encourage critical feedback and commentary.
C) Resolve as many small issues as possible at the meeting.
D) Strive for wide participation.

Question 32

With management by walking around, managers intermingle freely with workers on the shop floor, in the office, with customers, and at company social events.

Question 33

Information overload occurs when an individual receives so much information
that he or she becomes overwhelmed.

Question 34

Unusual behavior by an airline passenger such as eyes darting back and forth quickly could be considered nonverbal behavior suggesting that further investigation of this passenger is warranted.

Question 35

An important tactic for dealing with negative rumors is to deny the existence of the rumor.

Question 36

Many messages never get through because the intended receiver is not motivated
to hear the message or is not interested.

Question 37

Positive gossip appears to travel much faster than negative gossip.

Question 38

A manager's purpose in using strategic networking is to get help in identifying and capitalizing on new opportunities for the company.

Question 39

Feedback from the receiver to the sender is more likely to be rejected when it contains an analysis along with the opinion.

Question 40

Communication is dependent upon the perceptions of people.

Question 41

A guideline Peter Drucker offers managers is to speak at length first, then listen.

Question 42

When working with people who do not speak your language fluently, speak in an easy-to-
understand manner.

Question 43

The purpose of uniting organizational units with a common business vocabulary is to overcome communication barriers across the various units.

Question 44

Identify and describe seven communication barriers in the workplace.

Question 45

Metacommunication is a technique whereby the sender of the message quickly establishes his or her superiority as a communicator.

Question 46

An effective meeting leader limits participation by other people at the meeting.

Question 47

KPMG hired a body language coach to teach its accountants the art of using and
decoding body language. The coach told the accountant to recite the nursery rhyme, "Mary Had a Little Lamb." The point? To show the accountant that body language can change how people react to something as innocent as a child's nursery rhyme.
1. Why would an accounting firm want staff professionals to recite a nursery rhyme?
2. Why is effective communication important?

Question 48

The communication technique of huddling fits well a retail setting in which brief, action-oriented meetings are necessary.

Question 49

Pete wants to be an active listener so the talks faster and more frequently than the person he is listening to.

Question 50

A manager should be alert to the possibility that a person from another culture may misinterpret nonverbal signals.

Question 51

Explain what managers can do to control negative politics within the organization.

Question 52

A particularly devious political tactic is to behave unpredictably just to keep people off guard, thereby making them easier to control.

Question 53

Suppose you are on an overseas assignment to a culture much different than your own. How would you go about overcoming any potential communication barriers between you and members of the group you will be working with?

Question 54

Sending thank-you notes to people is too transparent to be an effective political tactic.