Deck 13: Managing Communication and Information

Question 1

Feedback is a message that travels from ________.

A)encoder to receiver
B)source to decoder
C)the original receiver to the original sender
D)the original sender to the original receiver

Answer 1

C

Question 2

A live singing performance allows the audience to perceive ________ forms of communication.

A)verbal, body language, and verbal intonation as
B)only verbal
C)only nonverbal
D)facial expressions, and verbal intonation as

Answer 2

A

Question 3

In order to transmit a message, the thought originating with the sender must be ________ to symbolic form.

A)decoded
B)encoded
C)deciphered
D)expanded

Answer 3

B

Question 4

Which of the following is a disadvantage of written communication?

A)vague
B)time-consuming
C)not permanent
D)hard to store

Question 5

Verbal intonation is a form of ________.

A)verbal communication
B)body language
C)nonverbal communication
D)facial expression

Question 6

The channel is the ________.

A)actual physical product from the source that conveys a purpose
B)person who receives the message
C)medium that the messages travels through
D)person who sends the message

Question 7

Which communication sequence is correct?

A)sender → decoding → channel → encoding → receiver
B)sender → channel → medium → decoding → receiver
C)source → sender → encoding → decoding → receiver
D)sender → encoding → channel → decoding → receiver

Question 8

An example of nonverbal communication is ________.

A)an email
B)a smile
C)a whisper
D)a voice mail

Question 9

A spelling mistake in a message is an example of ________.

A)an encoding error
B)a decoding error
C)a transmission error
D)a receiver error

Question 10

For managers, communication can't be overemphasized because ________ requires communication.

A)decision making
B)planning
C)supervising and monitoring employees
D)everything a manager does

Question 11

Skills, attitudes, knowledge, and social cultural systems affect ________.

A)the sender only
B)the receiver only
C)neither the sender nor the receiver
D)both the sender and the receiver

Question 12

A ________ is the actual physical product encoded by the source.

A)channel
B)message
C)thought
D)source

Question 13

Four conditions influence the content of an encoded message: the skills, attitudes, knowledge, and ________ of the sender.

A)social-cultural system
B)environmental conditions
C)volume
D)political conditions

Question 14

The great advantage of a written message is that it ________.

A)is informal
B)is easy to provide feedback for
C)is unambiguous
D)provides a permanent record

Question 15

Along the grapevine, ________.

A)good news travels fastest
B)bad news travels slowly
C)good news travels slowest
D)bad news travels fastest

Question 16

The final link in the communication process is ________.

A)encoding
B)decoding
C)channeling
D)feedback

Question 17

Listening to a singing performance on the radio allows a listener to perceive ________ forms of communication.

A)verbal, body language, and verbal intonation as
B)only verbal
C)only nonverbal
D)both verbal and nonverbal

Question 18

Reading is an example of this communication step.

A)feedback
B)encoding
C)sending
D)decoding

Question 19

The communication process begins with this.

A)a receiver
B)a message
C)a thought or purpose
D)an encoded message

Question 20

You would expect to find a grapevine with the most accurate rumors in ________ organization.

A)an organic
B)a mechanistic
C)a hierarchical
D)an authoritative

Question 21

When an auto executive fails to notice an important demographics report in her overstuffed inbox before going to a meeting, she is likely to be suffering from this.

A)information overload
B)emotion
C)filtering
D)gender

Question 22

U.S.managers tend to rely on this style of communication.

A)formal and written
B)informal and unwritten
C)verbal and informal
D)verbal and formal

Question 23

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

A)Selective perception
B)Information overload
C)Jargon
D)Filtering

Question 24

The purpose of feedback is to determine whether a message was ________.

A)received
B)received and understood
C)worth sending
D)verbal or nonverbal

Question 25

When an auto designer's presentation of a new design shows all of the good features of the design but fails to mention the poor gas mileage that the model will get, she is engaging in this.

A)emotion
B)selective perception
C)information overload
D)filtering

Question 26

Feedback ________.

A)can be spoken, nonverbal, or written
B)must be spoken
C)must be written
D)can be spoken, verbal, or oral

Question 27

Filtering tends to be more prevalent in this kind of organization.

A)organic
B)highly vertical
C)highly horizontal
D)non-mechanistic

Question 28

Watching a movie in a foreign language you don't understand without subtitles allows you to perceive ________ forms of communication.

A)verbal and body language
B)only verbal
C)only nonverbal
D)both verbal and nonverbal

Question 29

One particularly effective form of providing feedback is for the receiver to ________.

A)raise a hand to show that the message was received
B)state "message received" out loud
C)restate the message in his or her own words
D)send a written message that states "message received"

Question 30

Reading a movie script allows you to perceive ________ forms of communication.

A)verbal, body language, and verbal intonation as
B)only verbal
C)only nonverbal
D)both verbal and nonverbal

Question 31

Jargon tends to cause problems when it is used ________.

A)within a specialized, close-knit group
B)as shorthand for technical terms
C)outside of a specialized, close-knit group
D)in spoken rather than written language

Question 32

When an auto industry manager raves about plans for a new car design and fails to see the flaws in the model, he is engaging in this.

A)selective perception
B)filtering
C)emotion
D)information overload

Question 33

Auto company engineers want technical terms such as limited slip differential used in car ads.Ad execs, on the other hand, don't want these terms used.The cause of their disagreement is ________.

A)emotion
B)selective perception
C)language
D)gender

Question 34

The difference between male and female styles of communication exists ________.

A)in every culture
B)only in the United States
C)only in western cultures
D)only in Asian cultures

Question 35

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

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

Question 36

Japanese managers tend to rely on this style of communication.

A)formal and written
B)formal and unwritten
C)informal and verbal
D)verbal and formal

Question 37

When an auto executive who is upset because his teenage son got suspended from school ends up nixing new design plans for no apparent reason, communication has been distorted by this.

A)selective perception
B)emotion
C)filtering
D)gender

Question 38

This is the PRIMARY reason for why managers often travel long distances to have a face-to-face meeting with someone.

A)It shows respect.
B)Most communication is done through body language.
C)Other forms of communication have security concerns.
D)It communicates a sense of power, rank, and mobility.

Question 39

Jargon can be very useful for communication ________.

A)within a specialized, close-knit group
B)between people who speak different languages
C)outside of a specialized, close-knit group
D)between males and females

Question 40

Simplifying language is most important when ________.

A)the speaker has little time
B)the audience is sympathetic
C)the audience is unfamiliar
D)the message is simple

Question 41

A manager who is trying to sound conciliatory should make sure that ________.

A)her voice is soft
B)she smiles when she speaks
C)her voice shows no anger
D)her voice shows no emotion

Question 42

A listener's summary of a speaker's words shows that the listener correctly understood the speaker's message.Which of the following must be true?

A)The speaker used clear, simplified language.
B)The listener used active listening.
C)The speaker sent a clear message and the listener successfully received the message.
D)Either the speaker sent a clear message or the listener was able to interpret an unclear message successfully despite its lack of clarity.

Question 43

Which action best shows a speaker that you are paying close attention?

A)avoiding interruptions of the speaker
B)avoiding over talking
C)direct eye contact
D)smooth transitioning from listener to speaker

Question 44

To bridge the gap between speaking and listening, how would speakers need to change their speaking rate?

A)Speakers would need to increase their speaking rate by a factor of 5 to increase their speaking rate from about 80 words per minute to about 400 words per minute.
B)Speakers would need to increase their speaking rate by a factor of 2 to 3 to increase their speaking rate from about 125 to 200 words per minute to about 400 words per minute.
C)Speakers would need to decrease their speaking rate by a factor of 2 to decrease their speaking rate from about 400 words per minute to about 200 words per minute.
D)Speakers would not need to increase their speaking at all. Instead, listeners would need to double their listening rate to catch up with speakers.

Question 45

Who should never use jargon?

A)a judge telling a witness how to testify
B)a surgeon giving orders to her staff
C)a plumber ordering parts from a supply store
D)a coach telling a quarterback what play to use

Question 46

Which of the following accounts for people's minds wandering while they listen to a speaker?

A)Listeners listen at a slower rate than speakers speak.
B)Listeners listen at the same rate that speakers speak.
C)Listeners listen at a faster rate than speakers speak.
D)Listeners adjust their listening rate to the speaker's rate.

Question 47

The average listener can understand language at a rate that is ________ the average speaker can speak.

A)much slower than
B)much faster than
C)the same rate that
D)a little bit slower than

Question 48

This is the primary goal of active listening.

A)developing empathy with the speaker
B)avoiding premature judgments or interpretations of the speaker's message
C)focusing on the speaker
D)understanding the full meaning of the speaker's message

Question 49

What should a speaker do if her listener's feedback summary of her message is incorrect?

A)The speaker should repeat the original message word for word.
B)The speaker should summarize the summary.
C)The speaker should summarize the original message.
D)The speaker should rephrase the message.

Question 50

What kind of process is listening?

A)effortless
B)emotional
C)passive
D)active

Question 51

When would be the best time to deliver "bad news" to your boss?

A)when you also have good news to deliver
B)on a day when the boss is not busy and can concentrate on how to respond to the news
C)when you have no good news to deliver
D)on a day when the boss is very busy and has no time to concentrate on how to respond to the news

Question 52

Which of the following is NOT true of active listening?

A)It is a skill that most people need to improve.
B)Listening demands serious intellectual effort.
C)Active listening demands intense concentration.
D)Empathy is a barrier to active listening.

Question 53

Because the average listener can comprehend language at a rate that is much higher than speakers can speak, people tend to ________.

A)lose focus when listening
B)process information at a deep level when they speak
C)request additional channels of communication when they listen
D)focus better when listening than talking

Question 54

Active listening is enhanced by developing ________ with the speaker.

A)apathy
B)sympathy
C)a personal friendship
D)empathy

Question 55

When is it acceptable for a speaker to use language that is not simplified?

A)when both the listener and speaker have the same language as their native tongue
B)when the listener showed no problem in understanding previous messages of similar complexity
C)when both the listener and speaker speak English but English is not the first language of either of them
D)when both the listener and speaker speak the different languages

Question 56

When is it strongly recommended that a speaker use language that is highly simplified?

A)when both the listener and speaker speak the same language
B)when both the listener and speaker speak different languages
C)when both the listener and speaker speak English
D)when both the listener and speaker speak a language other than English

Question 57

Networked communication capabilities include all of the following EXCEPT ________.

A)email
B)the grapevine
C)instant messaging
D)electronic data interchange

Question 58

During an interview minutes after a tough loss, a soccer coach who is frustrated with calls made by the game's referees should probably do this.

A)blame himself for the defeat
B)blame the referees for the defeat
C)express his anger freely
D)take some time to cool down

Question 59

Emotions can distort communication ________.

A)for senders only
B)for receivers only
C)for both senders and receivers
D)only when negative

Question 60

A listener's summary of a speaker's words shows that the listener did not correctly understand the message.Which of the following must be true?

A)The speaker used clear, simplified language.
B)The listener failed to use active listening.
C)The speaker failed to send a clear message, the listener failed to receive the message properly, or both the speaker and listener failed to communicate properly.
D)The speaker sent a clear message, but the listener failed to receive the message properly due to poor listening, jumping to conclusions, or relying on preconceived notions about the speaker.

Question 61

Which of the following best explains why it is a good idea for a person to cool down before sending off an angry message?

A)Emotions are permanent. People never change their view of a situation after their emotion fades.
B)Emotions are long-lived. People often change their view of a situation after their emotion changes.
C)Emotions are short-lived. People often change their view of a situation after their emotion has time to cool.
D)Emotions are short-lived. People often retain their view of a situation even after their emotion changes.

Question 62

Verbal intonation can be a part of written communication.

Question 63

Active listening works best when a listener demonstrates empathy, the ability to listen without making premature judgments when listening.

Question 64

The average person can speak about 400 words a minute and can listen at 150 words per minute.

Question 65

Body language and facial expressions are the only forms of nonverbal communication.

Question 66

Some messages, like spoken words, do not need to be encoded to be sent.

Question 67

One advantage of a written communication is that it provides a record of the information.

Question 68

Selective perception involves deception on the part of the person sending a message.

Question 69

In order to be sent, a message needs to be decoded.

Question 70

Success in communication always involves reasoning skills.

Question 71

Everything a manager does involves communication.

Question 72

How does empathy improve the communication process?

A)Empathy helps the speaker focus on what the listener would like to hear.
B)Empathy helps the listener focus on the speaker's actual words.
C)Empathy helps the listener get rid of preconceived notions of what the speaker is trying to say.
D)Empathy helps the speaker get rid of preconceived notions of what the listener is trying to hear.

Question 73

An example of filtering is telling your boss what he or she wants to hear.

Question 74

A channel is an actual physical product.

Question 75

Nonverbal communication is a minor part of the communication that takes place during a conversation.

Question 76

Feedback is a response that confirms a message.

Question 77

One disadvantage of verbal communication is that it is hard to get feedback.

Question 78

Verbal intonation refers to how loud the speaker speaks.

Question 79

Emotions can cause a single message to be interpreted in two different ways.

Question 80

Context, culture and content are the three common variables that influence a person's language.