Deck 16: Managers and Communication

Question 1

According to the textbook, ________ is communication transmitted without words.

A)non-verbal communication
B)transparent communication
C)verbal communication
D)theoretical communication
E)interpersonal warmth

Answer 1

A

Question 2

According to the textbook, verbal intonation refers to the emphasis someone gives to words or phrases that convey meaning.

Answer 2

True

Question 3

Body language refers to gestures, facial expressions and other body movements that convey meaning.

Answer 3

True

Question 4

________ refers to gestures, facial expressions and other body movement that convey meaning.

A)Body language
B)Body intonation
C)Body features
D)Body tone
E)Body gestures

Question 5

Scenario-based questions: Margaret - Communications Expert
Margaret works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the development and implementation of customised JAVA-based applications for some of the largest companies in Australia.Unfortunately, the past few months have been challenging because employees have become upset due to the lack of communication among company managers.Margaret decided that it was imperative to conduct an organisational communication workshop for these managers.
Refer to Margaret - Communications Expert (Scenario).Margaret makes a point to differentiate between interpersonal communication and organisational communication.She explains that the concept of organisational communication encapsulates ________.

A)the total amount of information exchanged within an organisation
B)patterns of communication within the organisation
C)communication technology within the organisation
D)the transfer of knowledge within the organisation
E)advertising

Question 6

Successful communication can be defined as agreement and acceptance of a message.

Question 7

________ includes all patterns, networks and systems of communication within an organisation.

A)Organisational communication
B)Interpersonal communication
C)Segment communication
D)Intrapersonal communication
E)Extra-personal communication

Question 8

Scenario-based questions: Margaret - Communications Expert
Margaret works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the development and implementation of customised JAVA-based applications for some of the largest companies in Australia.Unfortunately, the past few months have been challenging because employees have become upset due to the lack of communication among company managers.Margaret decided that it was imperative to conduct an organisational communication workshop for these managers.
Refer to Margaret - Communications Expert (Scenario).Margaret begins by defining communication as '________ and understanding of meaning.'

A)the transfer
B)the expression
C)the encoding
D)the broadcast
E)the extraction

Question 9

Which of the following describes the number of different messages that can be transmitted using a particular method of communication?

A)encoding ease
B)breadth potential
C)complexity capacity
D)confidentiality
E)decoding ease

Question 10

The best known types of non-verbal communication are ________ and ________.

A)demographics; proxemics
B)body language; demographics
C)verbal intonation; demographics
D)verbal intonation; body language
E)verbal connotation; proxemics

Question 11

The specific reason that effective communication for managers is highly important is that ________.

A)everything a manager does involves communication
B)every organisation uses communication
C)all verbal communications require face-to-face interaction
D)every communication a manager writes goes within the organisation
E)each communication that a manager sends is supposed to be effective

Question 12

Scenario-based questions: The Communication Challenge
Joanna works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the implementation of new technologies for major Australian, New Zealand and South-east Asian companies.Unfortunately, the past few months have been challenging because employees have become upset from the lack of communication among company managers.Joanna decided that it was imperative to conduct a communications workshop for these managers.
Refer to The Communication Challenge (Scenario).Joanna began the communication workshop by informing the managers that ________ of a manager's job involves communicating.

A)100 per cent
B)25 per cent
C)75 per cent
D)85 per cent
E)50 per cent

Question 13

According to the textbook, successful communication is the transfer and understanding of meaning.

Question 14

According to the textbook, ________ is the transfer and understanding of meaning.

A)perception
B)culture
C)communication
D)cognition
E)attitude

Question 15

Communication between two or more people is called ________.

A)extra-personal communication
B)segment communication
C)intrapersonal communication
D)interpersonal communication
E)organisational communication

Question 16

Once a decision is made, ________.

A)others are told and the decision is implemented
B)it must be followed to completion
C)the funds to complete the decision are found
D)communication must take place
E)the project starts

Question 17

It is estimated that less than 75 per cent of a manager's duty involves communicating.

Question 18

Scenario-based questions: Margaret - Communications Expert
Margaret works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the development and implementation of customised JAVA-based applications for some of the largest companies in Australia.Unfortunately, the past few months have been challenging because employees have become upset due to the lack of communication among company managers.Margaret decided that it was imperative to conduct an organisational communication workshop for these managers.
Refer to Margaret - Communications Expert (Scenario).Margaret explains that communication serves four major management functions within the organisation, namely motivation, emotional expression, information and ________.

A)interpersonal relations
B)organisation
C)evaluation
D)feedback
E)control

Question 19

According to the textbook, non-verbal communication is communication transmitted without words.

Question 20

How much of a manager's duty involves communicating?

A)75 per cent
B)50 per cent
C)85 per cent
D)25 per cent
E)100 per cent

Question 21

According to the textbook, the average listener can comprehend more than 1200 words per minute.

Question 22

In a short essay, list and discuss the two best-known types of non-verbal communication.Include a specific example of each type of non-verbal communication to support your answer.

Question 23

Which of the following communication patterns is prevalent in Japan?

A)future
B)secretly
C)individual
D)vaguely
E)collective

Question 24

All of the following are mentioned in the textbook as obvious variables that influence the language a person uses and the definitions he or she gives to words EXCEPT ________.

A)gender
B)education
C)age
D)cultural background
E)both B and C

Question 25

In Australia and New Zealand, communication patterns tend to be ________ oriented.

A)secretly
B)collective
C)vaguely
D)future
E)individual

Question 26

In a short essay, list and discuss seven of the 12 questions that managers can use to help them evaluate the various communication methods.

Question 27

Information overload occurs when ________.

A)there is too much information to work with
B)the information we've been given is too detailed
C)the information we've been given exceeds our capacity to process it
D)too much information is provided on a subject search when using a search engine
E)the words used are confusing and difficult to understand

Question 28

When a person tells his or her manager what the manager wants to hear, that individual is using which of the following barriers to effective interpersonal communication?

A)defensiveness
B)selective perception
C)filtering
D)national culture
E)feedback

Question 29

When people feel that they're being threatened, they tend to ________.

A)react in ways that give them control of the situation
B)make communications impossible by using violence
C)quit their jobs
D)react in ways that reduce their ability to achieve mutual understanding
E)concentrate very carefully on what is being said

Question 30

Scenario-based questions: The Communication Challenge
Joanna works as the human resource manager for Horizon Software Ltd, a software development firm that focuses on the implementation of new technologies for major Australian, New Zealand and South-east Asian companies.Unfortunately, the past few months have been challenging because employees have become upset from the lack of communication among company managers.Joanna decided that it was imperative to conduct a communications workshop for these managers.
Refer to The Communication Challenge (Scenario).At the conclusion of the communication workshop, Joanna informed the managers that the best-known types of non-verbal communication are ________ and ________.

A)body language; verbal intonation
B)proxemics; demographics
C)body intonation; demographics
D)body language; proxemics
E)Body intonation; verbal proxemics

Question 31

All of the following are mentioned in the textbook as barriers to effective interpersonal communication EXCEPT ________.

A)national culture
B)selective perception
C)filtering
D)feedback
E)defensiveness

Question 32

Information overload occurs when the information a person has to work with exceeds his or her processing capacity.

Question 33

________ occurs when the information a person has to work with exceeds his or her processing capacity.

A)Information overload
B)Information processing
C)Information potential
D)Information delineation
E)Information discarding

Question 34

According to the textbook, ________ refers to the emphasis someone gives to words or phrases that convey meaning.

A)verbal tension
B)verbal application
C)verbal concepts
D)verbal intonation
E)verbal empathy

Question 35

Jargon is ________.

A)an organisational language
B)a unique language spoken among accountants
C)specialised terminology or technical language that members of a group use to communicate among themselves
D)a message that means the same to the receiver as it did to the sender
E)gobbledegook

Question 36

Feedback is the deliberate manipulation of information to make it appear more favourable to the receiver.

Question 37

Specialised terminology or technical language that members of a group use to communicate among themselves is called ________.

A)proxemics
B)jargon
C)techno language
D)verbal intonation
E)body language

Question 38

________ is the deliberate manipulation of information to make it appear more favourable to the receiver.

A)Acculturation
B)Defensiveness
C)Filtering
D)Selective perception
E)Feedback

Question 39

Listening for full meaning without making premature judgments or interpretations is called passive listening.

Question 40

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

A)listen passively
B)constrain emotions
C)simplify language
D)use feedback
E)watch non-verbal cues

Question 41

Scenario-based questions: The Memorandum
George Wilberson is an engineer by training and manager of a work team that consists of two engineers, four production workers, an accountant and a purchasing manager.They are about to embark on a new project for their company.George has prepared a memorandum for the work team explaining to them the objectives of the work team.Some of the production workers and the accountant have come to see George and ask for clarification about the memorandum.
Refer to The Memorandum (Scenario).The accountant, in particular, stated to George that he had difficulty understanding some of the technical terms used in the memorandum.These technical terms are commonly known as ________.

A)encoding
B)the channel
C)noise
D)jargon
E)techno speech

Question 42

According to the textbook, the increased use of email facilitates diagonal communication.

Question 43

Workplace design is an important aspect of organisational communication.

Question 44

Active listening is enhanced by ________.

A)developing apathy with the sender
B)developing a system to minimise the noise in the area
C)paying attention to the body language of the sender
D)developing empathy with the sender
E)becoming emotionally involved with the message

Question 45

Informal communication takes place when employees talk with each other in the lift, as they pass in hallways or as they're working out at the company exercise facility.

Question 46

Communication within an organisation is often described as critical or non-critical.

Question 47

In a short essay, list and discuss five of the six barriers to effective communication that managers face.Include a specific example of each barrier to support your answer.

Question 48

Upward communication is used to inform, direct, coordinate and evaluate employees.

Question 49

Which of the following is the best explanation of the effect of emotions on communications?

A)Being emotionally connected is the same as developing empathy with the sender.
B)An emotional message is always more forceful.
C)Emotion is mainly transmitted by body language.
D)A person emotionally upset about an issue is more likely to misconstrue incoming messages.
E)If both listener and sender share the same emotional response, it will not affect the message.

Question 50

Which of the following is NOT a behaviour demonstrated by active listeners?

A)avoid distracting actions or gestures
B)make eye contact
C)be sympathetic
D)be empathetic
E)paraphrase

Question 51

Listening for full meaning without making premature judgments or interpretations is called ________.

A)active listening
B)emotive listening
C)prevalent listening
D)passive listening
E)temporary listening

Question 52

Formal communication refers to communication that follows the official chain of command or is part of the communication required to do one's job.

Question 53

According to the textbook, the average listener can comprehend ________ per minute.

A)1200 to 1500 words
B)400 to 800 words
C)up to 400 words
D)800 to 1200 words
E)more than 1500 words

Question 54

Any communication that flows from a manager to employees is downward communication.

Question 55

According to the textbook, the average person normally speaks at a rate of about ________ per minute.

A)125 to 200 words
B)50 to 125 words
C)more than 500 words
D)200 to 350 words
E)350 to 500 words

Question 56

In a short essay, list eight specific behaviours that active listeners tend to demonstrate.

Question 57

All of the following are behaviours demonstrated by active listeners EXCEPT ________.

A)make eye contact
B)do not ask questions
C)avoid interrupting the speaker
D)paraphrase
E)both A and D

Question 58

Downward communication is communication that cuts across both work areas and organisational levels.

Question 59

In a short essay, list and discuss five suggestions for managers to overcome barriers to communication.

Question 60

According to your textbook, when non-verbal cues are inconsistent with the oral message ________.

A)the non-verbal cues will take precedence
B)the receiver becomes confused and the clarity of the message suffers
C)the spoken message will be seen as more important
D)the listener should ignore the non-verbal cues
E)in some cultures non-verbal cues are less important than in other cultures

Question 61

Communication that takes place among any employees on the same organisational level is called ________ communication.

A)upward
B)theoretical
C)downward
D)lateral
E)diagonal

Question 62

In the chain network, communication flows according to the formal chain of command, both downward and upward.

Question 63

When managers assign goals to their employees, they are using ________ communication.

A)upward
B)diagonal
C)theoretical
D)downward
E)lateral

Question 64

Any communication that flows from a manager to employees is ________ communication.

A)upward
B)diagonal
C)lateral
D)downward
E)theoretical

Question 65

Managers use ________ communication when they provide employees with job descriptions, inform them of organisational policies and procedures, point out problems that need attention or evaluate their performance.

A)upward
B)lateral
C)theoretical
D)diagonal
E)downward

Question 66

In the wheel network, the leader serves as the hub through which all communication passes.

Question 67

________ communication is organisational communication that is NOT defined by the organisation's structural hierarchy.

A)Theoretical
B)Perceptive
C)Informal
D)Hypothetical
E)Formal

Question 68

________ communication takes place when employees talk with each other in the lunchroom, as they pass in hallways or as they're working out at the company exercise facility.

A)Informal
B)Theoretical
C)Hypothetical
D)Formal
E)Perceptive

Question 69

________ communication is used to inform, direct, coordinate and evaluate employees.

A)Downward
B)Diagonal
C)Upward
D)Lateral
E)Theoretical

Question 70

When a manager asks an employee to complete a task, he or she is communicating ________.

A)formally
B)theoretically
C)hypothetically
D)informally
E)hierarchically

Question 71

The horizontal network represents communication flowing between a clearly identifiable and strong leader and others in a work group or team.

Question 72

According to the textbook, organisational communication can flow in all of the following directions EXCEPT ________.

A)diagonally
B)theoretically
C)upward
D)laterally
E)downward

Question 73

________ communication is communication that cuts across both work areas and organisational levels.

A)Upward
B)Diagonal
C)Lateral
D)Theoretical
E)Downward

Question 74

According to the textbook, the increased use of email facilitates ________ communication.

A)upward
B)diagonal
C)theoretical
D)lateral
E)downward

Question 75

________ communication refers to communication that follows the official chain of command or is part of the communication required to do one's job.

A)Theoretical
B)Informal
C)Hypothetical
D)Formal
E)Organisational

Question 76

All of the following are examples of upward communication EXCEPT ________.

A)grievance procedures
B)performance reports prepared by employees
C)job descriptions
D)employee attitude surveys
E)suggestion boxes

Question 77

________ communication is communication that flows from employees to managers.

A)Diagonal
B)Lateral
C)Theoretical
D)Downward
E)Upward

Question 78

Communication within an organisation is often described as ________ or ________.

A)formal; informal
B)critical; non-critical
C)theoretical; non-theoretical
D)hypothetical; non-hypothetical
E)official; unofficial

Question 79

________ communication takes place when a credit analyst in the credit department communicates directly with a regional marketing manager about a customer problem.

A)Lateral
B)Theoretical
C)Upward
D)Downward
E)Diagonal

Question 80

Which of the following forms of communication do cross-functional teams rely heavily on?

A)downward
B)diagonal
C)theoretical
D)upward
E)lateral