Deck 17: Communication in Organisations

Question 1

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

Answer 1

True

Question 2

Informal communication channels exist within the formally authorised channels and adhere to the organisation's hierarchy of authority.

Answer 2

False

Question 3

Open communication refers to organisational efforts to share all types of information throughout the organisation,across functional and hierarchical boundaries simultaneously.

Answer 3

True

Question 4

Communication is defined as the process by which information is exchanged and understood by two or more people.

Question 5

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

Question 6

A communication structure in which organisational members can communicate freely with each other and arrive at decisions together is characteristic of a centralised network.

Question 7

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

Question 8

A poor listener is one that judges the content of the message and skips over delivery errors.

Question 9

Non-verbal communication includes when a person raises their voice during a conversation.

Question 10

Communication channels that exist outside the formally authorised channels of an organisation and do not adhere to the organisation's hierarchy of authority are known as personal communication channels.

Question 11

About 80 per cent of grapevine communications are business-related topics,but only 10 to 20 per cent of the details passed through a grapevine are accurate.

Question 12

The term 'channel richness' refers to the expense an organisation must incur when choosing between media channel alternatives.

Question 13

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

Question 14

Indoctrination and implementation of goals and strategies are usually the topics covered in upward communication.

Question 15

An example of upward communication is performance feedback.

Question 16

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

Question 17

Dialogue across organisational boundaries and hierarchies about the team or organisational vision,critical strategic themes and values that help achieve important goals is known as a strategic conversation.

Question 18

Communication channels that exist outside the formally authorised channels of an organisation and do not adhere to the organisation's hierarchy of authority are known as personal networking.

Question 19

When verbal and non-verbal messages are contradictory,the receiver usually will give more weight to behavioural actions than to verbal messages.

Question 20

Horizontal communication is the lateral or diagonal exchange of messages among peers or co-workers.

Question 21

The communication of problems and expectations,suggestions for improvement,performance reports,and grievances and disputes are all examples of downward communications.

Question 22

Multiple channels involve the use of a variety of communication methods,both formal and informal,and then informing involving employees and others in the organisation's activities.

Question 23

The act of persuading others effectively requires the communicator to establish credibility,build on common ground and connect emotionally.

Question 24

Decoding is an essential element within the communication process,because managers must ensure that the listener does not misinterpret the message sent to them.

Question 25

The skill of asking questions is important for effective management as it builds trust and critical thinking ability within the organisation.

Question 26

Non-verbal communication includes facial expression,voice pitch,body language and semantics.

Question 27

Personal networking refers to the acquisition and cultivation of personal relationships that cross departmental,hierarchical and even organisational boundaries.

Question 28

Communication networks must always have one specified individual to help coordinate the numerous network messages efficiently and effectively.

Question 29

When someone is confident,has a positive approach and lets others know exactly where they stand,they are said to be communicating with candour.

Question 30

The company grapevine refers to any informal,person-to-person communication network that exists within an organisation.

Question 31

Informal communication channels exist outside the formally authorised channels and do not adhere to the organisation's hierarchy of authority.

Question 32

A group of Internet-based applications that allows the creation of exchange and user-generated content is known as social networking.

Question 33

Encoding refers to the formulation of abstract symbols that represent the sender's abstract thoughts.

Question 34

Open communication means sharing all types of information throughout the company,across functional and hierarchical levels.

Question 35

Respect for the reader and knowing your point and getting to it quickly and effectively are both critical written communication skills.

Question 36

Feedback occurs when managers use evaluation and communication to help individuals and the organisation learn and improve.

Question 37

Four primary skills for communicating a crisis to others in the organisation are: maintaining a focus,being visible,getting the awful truth out and communicating a vision for the future.

Question 38

In terms of channel richness,face-to-face communication is considered inferior to all other channels because of the constant need to respond to questions from the listener.

Question 39

Staying calm,getting the awful truth out,communicating a new vision for the future and minimising one's visibility are all tactics associated with affective communication in crisis situations.

Question 40

A group of Internet-based applications that allow the creation or exchange of user-generated content is known as social media.

Question 41

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

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

Question 42

The capacity of an information channel is influenced by:

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)All of these choices.
E)A and C.

Question 43

Which of these is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organisation?

A) Formal communication
B) Horizontal communication
C) Downward communication
D) Upward communication
E) Diagonal communication

Question 44

The learning organisations emphasise which of these?

A) Downward communication
B) Horizontal communication
C) Grapevine
D) Upward communication
E) Vertical communication

Question 45

Which of these media for communication does not focus on a single receiver,uses limited information cues and does not permit feedback?

A) Bulletins
B) Telephone conversations
C) Video conference
D) Face-to-face contact
E) A personal memo

Question 46

Which of these is necessary for communication to be considered two-way?

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

Question 47

Which of the following is/are part of keys to effective listening?

A) Listen for facts
B) Be passive, laid-back
C) Listen for ideas
D) Have preconceptions
E) All of these choices.

Question 48

Which of these is a disadvantage of low channel richness?

A) No record
B) Spontaneous
C) Slow feedback
D) Two-way
E) Premeditated

Question 49

When Australian business The Finishing Touch installed an electronic mail system,what element of the communication process changed?

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

Question 50

All the following are examples of non-verbal communication,except:

A) figures of speech
B) intonation
C) body language
D) facial expression
E) All of these choices are examples of non-verbal communication.

Question 51

Which of these refers to the amount of information that can be transmitted during a communication episode?

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

Question 52

__________ 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 53

To persuade and influence,managers connect with others by using:

A) a policy manual
B) rules and regulations
C) statistical facts and figures
D) symbols, metaphors and stories
E) external consultants.

Question 54

Channel richness refers to the:

A) number of messages a channel can carry at one time
B) speed with 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 55

__________ skills are a fundamental necessity in every part of a manager's job.

A) Organisational
B) Communication
C) MBWA
D) Analysis
E) Punishment

Question 56

Non-verbal communication has the greatest impact when using which of the following communications channels?

A) Video conference
B) Telephone
C) Formal letter
D) Face-to-face communication
E) Newspaper article

Question 57

The key elements of communication include:

A) message, circuit and decoding
B) encoding, noise and symbols
C) encoding, message and feedback
D) feedback, message and perception
E) feedback, circuit and perception.

Question 58

Keys to effective listening include all of the following,except:

A) find areas of interest
B) listen for ideas
C) be responsive
D) have preconceptions
E) All of these choices are keys to effective listening.

Question 59

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 behaviour
C) received
D) transmitted to others
E) stored.

Question 60

Which of these is an advantage of high channel richness?

A) Slow feedback
B) Premeditated
C) Provides record
D) Easily disseminated
E) Personal

Question 61

All the following are important for effective written communication,except:

A) respect the reader
B) write clearly rather than impressively
C) get a second opinion
D) know what your point is and get to it
E) All of these choices are important for effective written communication.

Question 62

Communication channels that exist outside the formally authorised channels and do not adhere to the organisation's hierarchy of authority are referred to as a(n):

A) MBWA system
B) open communication
C) personal communication channel
D) personal network
E) grapevine.

Question 63

The acquisition and cultivation of personal relationships across departmental,a hierarchical and even organisational boundaries are referred to as a(n):

A) MBWA system
B) open communication
C) personal communication channel
D) personal network
E) grapevine.

Question 64

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) centralised
C) decentralised
D) gossip
E) team

Question 65

Downward communication is usually used to communicate information about all of the following,except:

A) procedures
B) indoctrination
C) performance feedback
D) suggestions for improvement
E) implementation of goals.

Question 66

All of these are all examples of individual barriers to communication,except:

A) semantics
B) wrong channel selection
C) status of power differences
D) interpersonal barriers
E) inconsistent cues.

Question 67

__________ is used for solving intradepartmental problems,interdepartmental coordination,and change initiatives and improvements.

A) Downward communication
B) Horizontal communication
C) Upward communication
D) Vertical communication
E) Informal communication

Question 68

A group communication process aimed at creating a culture based on collaboration,fluidity,trust and commitment to shared goals is referred to as a(n):

A) MBWA
B) centralised system
C) dialogue
D) open communication
E) gossip.

Question 69

A centralised 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 choices.

Question 70

Non-verbal communication has the least impact when using which of the following communications channels?

A) Video conference
B) Telephone
C) Formal letter
D) Face-to-face communication
E) Television advert

Question 71

__________exist(s)outside the formally authorised channels and do not adhere to the organisation's hierarchy of authority.

A) Regular channels of communication
B) Formal channels of communication
C) Irregular channels of communication
D) Informal channels of communication
E) None of these choices.

Question 72

A communication structure in which team members communicate freely with each other and arrive at decisions together is called:

A) a decentralised network
B) management by wandering around
C) horizontal communication
D) downward communication
E) a centralised network.

Question 73

The grapevine is an important means of communication that exists in companies.Most of the information passed through the grapevine is:

A) personal information
B) business-related
C) vicious gossip
D) destructive because it is not accurate
E) None of these choices.

Question 74

Many organisations use suggestion boxes,open door policies and surveys to facilitate:

A) informal communication
B) downward communication
C) formal communication
D) upward communication
E) diagonal communication.

Question 75

Upward communication is usually used to communicate information about all of the following,except:

A) suggestions for improvement
B) performance reports
C) grievance and disputes
D) financial and accounting information
E) indoctrination

Question 76

A communication structure in which team members communicate through one individual to solve problems or make decisions is called:

A) a decentralised network
B) management by wandering around
C) horizontal communication
D) downward communication
E) a centralised network.

Question 77

Sharing all types of information throughout the organisation is known as:

A) the communication process
B) open communication
C) dialogue
D) feedback and learning
E) the grapevine.

Question 78

Star Systems,Inc.of Singapore uses its electronic mail system to inform employees of many upcoming events.Unfortunately,many employees do not have access to or don't use computers on a regular basis.This is an example of what type of communication barrier?

A) Semantics
B) Wrong channel selection
C) Status or power differences
D) Interpersonal barriers
E) Inconsistent cues

Question 79

In a __________ network,team members must communicate through one individual to solve problems or make decisions.In a __________ network,individuals can communicate freely with other team members.

A) decentralised; formal
B) centralised; decentralised
C) decentralised; informal
D) decentralised; centralised
E) decentralised; decentralised

Question 80

You are a part of a software engineering team at Australian Software Engineers,Inc.Your 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 your group?

A) Linear
B) Decentralised
C) Centralised
D) Focused
E) All of these choices.