Deck 8: Communication

Question 1

If your boss spoke with you about a significant production problem within his/her areas of the plant, you would avoid:

A)paraphrasing the concern being expressed
B)eye contact
C)long periods of silence
D)asking questions of clarification

Answer 1

C

Question 2

As a supervisor, you decide you need to communicate with several of your employees about below standard or unsatisfactory work.Which of the following would be the best way to send your message?

A)e-mail
B)posted memo on a bulletin board
C)a telephone call
D)written memo followed by a face-to-face meeting

Answer 2

D

Question 3

The evoking of a shared or common meaning in another person is called:

A)interpersonal communication
B)communication
C)a response pattern
D)the message

Answer 3

B

Question 4

Richness in a communication message refers to:

A)the amount of data that can be sent via the type of communication medium
B)the amount of feeling that is communicated with the message
C)the amount of analyzable elements of a message
D)the ability of the medium to convey the meaning

Question 5

One-way communication in contrast to two-way communication:

A)is especially more accurate for complex tasks
B)solicits interaction
C)allows for reflective listening
D)is faster

Question 6

Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue is one of the purposes of:

A)paraphrasing expressed thoughts and feelings
B)clarifying implicit thoughts and feelings
C)reflecting core feelings
D)silence

Question 7

When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to the message should be sensitive to:

A)perceptual screens
B)only verbal characteristics of the message
C)the informal communication channel
D)non-feedback

Question 8

All of the following are included in reflective listening except:

A)affirming contact
B)clarifying the implicit
C)silence
D)criticism

Question 9

The Department of Labor has identified which interpersonal communication skill as being necessary for successful functioning in the workplace?

A)empathy
B)writing
C)serving clients
D)understanding

Question 10

The window through which we interact with people and influence the quality, accuracy, and clarity of the communication is called:

A)a perceptual screen
B)a communication filter
C)an interpretation funnel
D)the communication vacuum

Question 11

As a supervisor in an emergency situation, you should be:

A)sensitive to employees' feelings
B)an empathetic listener
C)fully informative to employees
D)directive and assertive

Question 12

If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to:

A)paraphrase the expressed thoughts and feelings
B)clarify implicit thoughts and feelings
C)reflect core feelings
D)make affirming contact

Question 13

Which of the following statements is incorrect concerning reflective listening?

A)Reflective listening emphasizes personal elements of the communication process.
B)Reflective listening is particularly helpful in problem-solving situations.
C)Reflective listening emphasizes more strongly the role of the communicator.
D)The listener's emphasis should be on responding to the communicator, not leading the communicator.

Question 14

The element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the:

A)data
B)feedback
C)message
D)information

Question 15

A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the "reflecting of core feelings"?

A)"I see", "Uh-huh"....."yes, I understand".
B)"I hear that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him".
C)Extended periods of silence.
D)"I understand that you are concerned there may be a major problem with the information system".

Question 16

Larry Ellison, CEO of Oracle, is well known for a communication style that is characterized as:

A)civil
B)incivil
C)polyphasic
D)nondefensive

Question 17

Kodak has used blogging and social media to engage customer conversations and decision making, thus leveraging the business in a positive way. The information richness and data capacity of blogging as a communication medium is:

A)high, low
B)low, high
C)moderate, moderate
D)low, moderate

Question 18

Assume you are a supervisor who manages more than 20 employees, each of whom occupies a different job.At a recent project meeting with eight of your employees, you discussed with them the importance of communication and the rapidly developing technology associated with communication.A point that you should not fail to make in your discussion is:

A)supervisory communication is normally one-way
B)face-to-face communication is inefficient
C)formal communication channels should be used at all times
D)communication is the evoking of a shared or common meaning in another person

Question 19

A communication medium that is moderate in both information richness and data capacity is:

A)the telephone
B)electronic mail
C)face-to-face discussion
D)formal numeric report

Question 20

Which of the following is considered high in rich information?

A)personalized memo
B)electronic mail
C)telephone
D)flyer

Question 21

Which of the following is NOT considered a result or outcome of defensive communication?

A)assertive but accurate message sending
B)increased nonwork time
C)retaliation
D)aggression and abuse

Question 22

Information overload for employees or a lack of sufficient information for performance and task accomplishment can result from:

A)a failure to filter and disseminate information selectively
B)the tendency to use overly rich mediums of communication
C)inappropriate use of the perceptual window
D)gender differences

Question 23

A defensive tactic where an individual attempts to manipulate and control others is:

A)a put-down
B)a power play
C)labeling
D)raising doubts

Question 24

A main method to overcome physical separation as a barrier to communication is:

A)the formation of nonhierarchical working relationships through new information technologies
B)to develop an awareness of gender specific differences in conversational style
C)to eliminate the use of acronyms in technical terminology
D)to increase the use of face-to-face communication

Question 25

You witness an incident at work where a supervisor loudly criticizes an employee in front of several other employees.Later, you learn that the employee didn't make any mistake.The supervisor's communication is an example of:

A)nondefensive communication
B)a territorial space violation
C)paralanguage
D)dominant defensiveness

Question 26

Passive-aggressive behavior is a form of defensiveness that begins as subordinate defensiveness and ends up as:

A)scapegoating
B)dominant defensiveness
C)a defensive tactic
D)a power play

Question 27

Which of the following is NOT a characteristic of nondefensive communication and behavior?

A)informative
B)realistic
C)controlled
D)evasive

Question 28

Defensive communication can lead to:

A)a productive work environment
B)successful problem solving
C)strained working relationships
D)task efficiency

Question 29

Passive-aggressive communication and behavior frequently end up as:

A)dominant defensive behavior
B)nonassertive behavior
C)accommodative and helpful behavior
D)subordinate defensive behavior

Question 30

All of the following except _____ can be used by a supervisor to reduce communication barriers.

A)minimizing jargon and technical language
B)encouraging formation of nonhierarchical working relationships
C)providing cross-cultural training
D)encouraging men and women to interact the same way

Question 31

Which of the following statements is an example of nondefensive communication?

A)"Mary is always late to meetings."
B)"I sent the memo through intra-company mail.They must have lost it."
C)"I received the report from Dan yesterday and have briefly reviewed it.It looks good but I need to talk to him about one recommendation before I approve it."
D)"The check is in the mail.Don't call me again."

Question 32

Which of the following is NOT one of the four basic rules Catherine Crier (news anchor for a major television network) uses to prevent defensive communication?

A)define the situation
B)clarify the person's position
C)acknowledge the person's feelings
D)bring the focus back to the person

Question 33

Nonverbal communication can be utilized in which of the following communication situations?

A)committee meeting
B)e-mail
C)voice mail
D)telephone call

Question 34

All of the following are forms of incivility Except:

A)discourteousness
B)impatience
C)social swearing
D)rudeness

Question 35

A barrier to effective communication is:

A)redundancy
B)feedback
C)status difference
D)common language

Question 36

The use of new information technologies reduces status differences as a barrier to communication because:

A)of its impersonal nature
B)it increases polyphasic behavior
C)of the opportunity for immediate feedback
D)it encourages the formation of nonhierarchical working relationships

Question 37

In a study of managers' communication skills and performance,:

A)higher performing managers' communication skills were no better than lower performing managers'
B)higher performing managers are better and less apprehensive communicators than lower performing managers
C)higher performing managers had significantly greater social cognitive abilities than lower performing managers
D)female managers consistently outperformed male managers when communication skills were about the same

Question 38

A manager comments to her secretary, "How come Nancy (a word processor) is always hard to find when there is a deadline? She is a loafer." This is an example of:

A)deception
B)regression
C)misleading information
D)labeling

Question 39

An effective method to reduce or overcome barriers to communication due to gender differences is to:

A)frequently use metaphors
B)attempt to use more technical terms with precise meanings
C)seek clarification of the meaning
D)use face-to-face communication

Question 40

Irish conversations, the Spanish bullfight, and American football would be examples of:

A)barriers to communication
B)metaphors that can enable someone outside a culture to better understand members within the culture
C)a first step to overcome cultural diversity as a barrier to communication by increasing awareness and sensitivity
D)Irish, Spanish, and American cultural stereotypes

Question 41

Computer-aided communications systems (e-mail, intranet for example) encourage all of the following except:

A)flaming or rude communication
B)increasing speed of group decision making
C)overloading of information
D)significant disparities in participation levels of persons within the group

Question 42

At the core of personal integrity as displayed by executives is:

A)positive, healthy communication
B)kinesics
C)proxemics
D)nondefensive communication

Question 43

To facilitate direct and open communication, which of the following seating arrangements would be most appropriate?

A)seat the other party beside you, facing the same direction
B)seat the other party across a corner of your desk from you or in a place where you will be at right angles
C)seat the other person directly across from you
D)seat the person inside your social distance zone

Question 44

Seating arrangements and dynamics can be examined in a/an _____ study.

A)paralanguage
B)proxemics
C)kinesics
D)attitude

Question 45

The best way to determine whether someone may be lying is to look for:

A)inconsistencies in nonverbal cues
B)rapid speech rate
C)stuttering or stammering
D)rapid eye movement

Question 46

Studies have shown that using computer-mediated communication tends to result in an increase in:

A)depression
B)stress
C)flaming
D)proxemic behavior

Question 47

In nonverbal communication, the study of body movements, including posture, is known as:

A)kinesics
B)proxemics
C)paralanguage
D)posturics

Question 48

The study of an individual's perception and use of space, including territorial space, is called:

A)proxemics
B)kinesics
C)spatial differentiation
D)paralanguage

Question 49

Aflac (Real World 8.2) changed its automated customer service line with the intention of delivering a "nicer" and more "competent" sounding message with an emphasis on providing a tone that was warm, conversational, even empathetic. This was an example of which type of nonverbal communication?

A)proxemics
B)kinesics
C)paralanguage
D)polyphasic

Question 50

Persons from many other countries, Arabs for example, prefer to interact (in face-to-face situations) at a/an _____ distance.

A)intimate
B)public
C)personal
D)extended (beyond 20 feet)

Question 51

Many of the communication technologies significantly limit or eliminate _____ forms of communication.

A)written
B)nondefensive
C)dominant
D)nonverbal

Question 52

As much as 65 to 90 percent of the substance or content of a message sent in person can be through:

A)nonverbal communication
B)written forms of communication
C)tone of voice
D)numeric examples

Question 53

Positive, healthy communication is achieved when:

A)there is a balance between the head and the heart
B)a person displays positive emotional competence and has a healthy conversation between thoughts and feelings
C)working together is taken for its interpersonal and intrapersonal meaning
D)all of these

Question 54

What percent of the meaning in a message can be conveyed by nonverbal communication?

A)10 to 20
B)25 to 40
C)45 to 70
D)65 to 90

Question 55

Friends typically interact within the:

A)intimate zone
B)personal distance zone
C)social distance zone
D)public distance zone

Question 56

Personal integrity in positive, healthy communication is achieved through:

A)morality
B)leadership
C)ethics
D)emotional competence

Question 57

Which form of communication has high to moderate data capacity and moderate to low information richness?

A)written communication
B)face-to-face communication
C)telephone communication
D)voice mail

Question 58

The use of new technologies encourages what kind of activity?

A)unequal participation in groups
B)polyphasic
C)less time for groups to reach consensus
D)increased inhibition due to the complexity inherent in technology

Question 59

You are chairing quality circle meetings with your employees and want to maximize opportunities for all to speak and contribute.The seating arrangement and table shape to accomplish this should be:

A)square
B)round
C)oblong
D)rectangular

Question 60

Americans generally do not like to communicate with one another within their:

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

Question 61

An important method for determining if a message has been received and understood is to solicit and examine feedback.

Question 62

Defensive communication can be successfully confronted with factual information.

Question 63

Nonverbal communication can be as meaningful as factual information in conveying a message to someone.

Question 64

A good reflective listener does not lead the speaker according to the listener's own thoughts and feelings.

Question 65

A communication medium low in richness might be good for sending numeric or factual data.

Question 66

Polyphasic activity is known as:

A)the study of space in nonverbal communication
B)the study of seating arrangements
C)limiting your activity to only one at a time
D)doing more than one thing at time

Question 67

Two-way communication is faster and should be used in an emergency situation.

Question 68

Women prefer face-to-face communication, whereas men are comfortable sitting side by side and concentrating on some focal point in front of them.

Question 69

It is difficult to draw general conclusions about people's satisfaction with one-way versus two-way communication.

Question 70

Evoking a shared or common meaning in another person is called reflective listening.

Question 71

When people from one culture view those in another culture through the lens of a stereotype, they are in effect discounting the individual differences within the other culture.

Question 72

Incivility is becoming an increasingly common organizational phenomenon in the US, Europe, and around the world.

Question 73

Beyond decreased supervisory satisfaction, incivility has been found to be displaced into an employee's family, increasing work-to-family conflict.

Question 74

Status differences can be indicated by dress, office location and size, and number of employees.

Question 75

Status differences can influence the content and manner in which a message is sent from a subordinate to someone higher in the organization.

Question 76

Social swearing and annoyance swearing are basically the same form of uncivil behavior.

Question 77

Interpersonal communication is not central to health and well-being.

Question 78

Communication styles and channels are very similar for men and women.

Question 79

Anti social behavior in the form of incivility can be acceptable under the right circumstances and in the right context.

Question 80

A memo from the company president to all employees is an example of one-way communication.