Deck 15: Interpersonal and Organizational Communication: Mastering the Exchange of Information

Question 1

Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message.

Answer 1

True
Explanation: Media richness indicates how well a particular medium conveys information and promotes learning. Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message.

Question 2

Communication is

A) speaking or writing so that another is able to comprehend the meaning.
B) interpretation of messages sent via any media.
C) the combined activities of speaking and listening.
D) a process involving only the sender, message, and receiver.
E) the transfer of information and understanding from one person to another.

Answer 2

E
Explanation: Communication is the transfer of information and understanding from one person to another.

Question 3

Generally people retain about 75 percent of what they hear.

Answer 3

False
Explanation: Researchers estimate that typical listeners retain only about 20 percent to 50 percent of what they hear.

Question 4

Noise is any disturbance that interferes with the transmission of a message, and it can occur in any medium.

Question 5

Which of the following is the most appropriate medium for a manager advising employees of a revision to the company's bonus structure?

A) The manager should e-mail all those affected.
B) A face-to-face meeting should be called between the manager and employees.
C) An announcement should be posted near the office coffee machine.
D) The manager should telephone each employee.
E) A personal note should be sent to each from the manager.

Question 6

________ is the process of translating a message into understandable symbols or language.

A) Mediation
B) Transformation
C) Encoding
D) Decoding
E) Enriching

Question 7

Which of the following is NOT an example of noise in the communication process in a typical classroom?

A) a student in the back of the classroom texting a friend
B) a student answering a professor's question
C) groundskeepers mowing the lawn outside the classroom window
D) uncomfortable classroom desks
E) an attractive person walking by the open classroom door

Question 8

A(n) ________ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. Face-to-face communication is an example of this form of media.

A) encoded
B) dense
C) rich
D) informal
E) formal

Question 9

If you must tell an employee that he is facing a sexual harassment investigation, you should use a rich medium of communication.

Question 10

When a supervisor is afraid to voice an idea because she or he fears criticism, the result is a receiver barrier.

Question 11

When the band came out on stage and the lead singer shouted, "Hello, Philadelphia!" the crowd roared with applause. The crowd's response is an example of

A) decoding.
B) medium selection.
C) noise.
D) feedback.
E) encoding.

Question 12

Formal channels of communication are typically faster than the grapevine.

Question 13

The sun was shining directly into Luca's eyes, so he looked away and missed the coach's demonstration of a defensive technique. In this case, the sun acts as feedback in the communication process.

Question 14

An order taker who has a thick accent, and someone who speaks too fast at a fast-food drive-through, are examples of communication barriers.

Question 15

Sylvie had many spelling and grammar mistakes in her report, some of which made the content difficult to understand. Sylvie's report is an example of poor encoding.

Question 16

Which of the following is NOT an element of the communication model?

A) sender
B) decoder
C) feedback
D) noise
E) message

Question 17

When using text messages for important workplace communications, use abbreviations and emojis to streamline the communication.

Question 18

Thinking about the communication process, which of the following would be an accurate description of one of the steps?

A) The message is transmitted through a medium.
B) The sender decodes the message.
C) The medium is eliminated.
D) Noise is eliminated from the message.
E) The receiver selects the medium.

Question 19

Which of the following statements is NOT true about communication in the workplace?

A) Communication is a form of social information processing, in which receivers interpret messages by cognitively processing them.
B) Efficient communicators can transmit their message accurately in the least amount of time.
C) The pathway by which a message travels is called the medium.
D) The communication process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference.
E) E-mails can cut through the misunderstandings that result from misinterpreted phone calls.

Question 20

You are a(n) ________ communicator when your intended message is sent accurately in the least amount of time.

A) economical
B) collaborative
C) formal
D) efficient
E) effective

Question 21

JJ was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and he is determined to run the project how he thinks best. Which personal barrier to communication is JJ exhibiting?

A) an oversized ego
B) variable skills in communicating effectively
C) a tendency to judge others' messages
D) an inability to listen with understanding
E) variation in interpreting information

Question 22

Brett was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is a(n) ________ barrier to communication.

A) medium
B) receiver
C) feedback
D) decoding
E) encoding

Question 23

Joi, working at a research facility in Washington, DC, needs to communicate with Jesús, who is in Mexico City, about a project they are working on. Although Jesús has a perfect command of English, they are still facing a(n) ________ barrier to communication.

A) semantic
B) physical
C) encoding
D) medium
E) personal

Question 24

A manager needs to inform employees that the quarterly project management training will start on June 1, about three months from now. Generally, which of the following should the manager use in this situation?

A) videoconference
B) e-mail
C) personal note
D) face-to-face meeting
E) telephone

Question 25

Which of the following is NOT a way in which nonverbal communication is expressed?

A) grimacing
B) avoiding eye contact
C) looking away while talking to someone
D) texting during a meeting
E) touching someone's shoulder

Question 26

Which of the following is NOT a personal barrier to communication?

A) generational differences
B) a large ego
C) lack of credibility
D) mindlessness
E) obsolete technology

Question 27

Knowing that men and women communicate differently, which of the following statements would be more likely true for men?

A) They boast about achievements.
B) They mention "we" or "you" in a conversation with a coworker.
C) They use positive overlaps such as "I agree."
D) They decipher nonverbal cues accurately.
E) They provide more information than needed.

Question 28

Which of the following should you do when attempting to improve communication?

A) Close your eyes.
B) Lick your lips or play with your hair.
C) Look away from the speaker.
D) Speak very slowly.
E) Maintain eye contact.

Question 29

________ is a state of reduced attention that is expressed in behavior that is rigid or thoughtless. This state is natural because human beings simply cannot keep up with all the stimuli they receive.

A) Mindfulness
B) Cognitive distortion
C) The mirror effect
D) Nonverbal communication
E) Mindlessness

Question 30

Chenglei worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. Chenglei has unintentionally created a(n) ________ barrier to communication.

A) decoding
B) sender
C) feedback
D) encoding
E) receiver

Question 31

Which of the following should you NOT do when attempting to improve communication?

A) Occasionally nod in agreement.
B) Close your eyes.
C) Speak in a quiet, reassuring tone.
D) Smile and show animation.
E) Lean toward the speaker.

Question 32

Of the following, which medium is the richest?

A) company newsletter
B) telephone
C) videoconference
D) memo
E) e-mail

Question 33

Executives at Amalfi Construction want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information?

A) Send a note to all managers.
B) Post a notice on all bulletin boards.
C) Hold a face-to-face meeting.
D) Send an e-mail to all managers.
E) Schedule a conference phone call.

Question 34

Gabrielle works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. The noisy equipment is an example of a(n) ________ barrier to communication.

A) physical
B) semantic
C) personal
D) encoding
E) feedback

Question 35

Gina wanted to tell her employees about the seminar, but she put the flyer in a stack of papers and forgot about it until after the deadline, so none of her employees were able to sign up for the seminar. What type of barrier has occurred in this situation?

A) feedback barrier
B) encoding barrier
C) medium barrier
D) sender barrier
E) receiver barrier

Question 36

Which of the following statements is true?

A) Men are more skilled at deciphering nonverbal cues than women are.
B) Men are less willing than women to talk over others.
C) In terms of answering questions, men tend to provide more information than needed, while women tend to be quick and to the point.
D) Men tend to withdraw and isolate themselves when problem solving, whereas women seek out others for support.
E) Men are more likely than women to indicate that they are uncertain about an issue.

Question 37

Most people from Western cultures tend to ________ when conveying bad news or negative feedback.

A) avoid eye contact
B) smile
C) nod their heads
D) lean forward
E) yawn

Question 38

Of the following, which medium is the LEAST rich?

A) e-mail
B) instant messaging on the Internet
C) flyer on a bulletin board
D) handwritten note
E) conference telephone call

Question 39

________ is terminology that is specific to a particular profession or group. For example, statisticians talk about t-tests, chi-square tests, confidence intervals, and normal distributions.

A) The grapevine
B) Technology
C) Gossip
D) Jargon
E) Rhetoric

Question 40

Compared to women, men tend to

A) use emoticons to express sarcasm and banter.
B) easily indicate their uncertainties.
C) use more "we" statements.
D) provide more information than needed.
E) make more apologies.

Question 41

When thieves use your name and good credit rating to get cash or buy things, they are engaging in

A) Robin Hood theft.
B) credit mishandling.
C) credit exploitation.
D) identity theft.
E) misuse of standing.

Question 42

The more management levels through which a message passes, the

A) more important the message is.
B) higher the chance the message will become external.
C) more informal the organization.
D) more disorganized the organization.
E) more distorted the message may become.

Question 43

Maureen, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Maureen is communicating

A) by wandering around.
B) horizontally.
C) upward.
D) through the grapevine.
E) externally.

Question 44

Generally, typical listeners retain ________ of what they hear.

A) 5 percent
B) all
C) 75 percent
D) two-thirds
E) 20 to 50 percent

Question 45

The source for crowdsourcing is most often

A) executive advisory councils.
B) the Internet and social media.
C) boards of directors.
D) professional associations.
E) competitors.

Question 46

Active listening requires all of the following EXCEPT

A) decoding.
B) interpreting verbal messages.
C) full attention.
D) processing of information.
E) focusing on the delivery rather than content.

Question 47

The vice president of finance at Capital City College disseminated a new five-year strategic plan to deans and department chairs. This is an example of ________ communication.

A) external
B) horizontal
C) corporate
D) downward
E) informal

Question 48

A manager who is instructing his employee about work tasks is communicating

A) informally.
B) horizontally.
C) externally.
D) through the grapevine.
E) vertically.

Question 49

The grapevine is

A) a formal communication channel.
B) almost wholly inaccurate.
C) slower than formal channels.
D) the source of as much as 90 percent of all organizational communication.
E) more active when official communication is lacking.

Question 50

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is

A) using file-sharing services.
B) hiring ethical employees.
C) using prevention techniques like strong passwords.
D) creating a well-funded IT department.
E) minimizing turnover.

Question 51

Channels of communication that follow the chain of command and are considered as official are ________ communication channels.

A) prescribed
B) formal
C) vertical
D) horizontal
E) external

Question 52

All of you taking this course have e-mail, even if it is only the student account issued by the college or university, and probably check it multiple times a day, but think about the average user. Which of the following statements would be FALSE?

A) The average worker can receive hundreds of e-mails in a day.
B) Texting and social networking have begun to reduce the dominance of e-mail.
C) The number of e-mail users worldwide has peaked and begun to decline.
D) Many computer applications require an e-mail address for access.
E) Most workers feel that they can answer only a few dozen e-mails per day.

Question 53

________ is a person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories.

A) Horizontal communication
B) A communication device
C) A formal message
D) A linguistics style
E) Multi-communication

Question 54

Gossip and rumor in an organization are part of the ________, which itself is a type of ________ communication channel.

A) organizational chart; horizontal
B) culture; horizontal
C) grapevine; informal
D) grapevine; horizontal
E) organizational chart; informal

Question 55

Which of the following is appropriate for workplace e-mail?

A) forwarding e-mails to friends and relatives
B) complicated topics
C) maintaining work-life balance by not sending e-mails before or after work hours
D) informality and grammatical errors
E) sensitive personal issues

Question 56

Which of the following indicates how official communications should be routed?

A) organization chart
B) grapevine
C) lateral networks
D) corporate culture
E) personnel files

Question 57

Which of the following is NOT a suggestion that may help you be a good listener?

A) Show respect for the speaker; do not interrupt.
B) Ask good questions.
C) Paraphrase and summarize remarks.
D) Use nonverbal cues to demonstrate interest and involvement.
E) Mentally compose your response.

Question 58

At the end of the fiscal year, Thompson Investments releases an earnings report to clients. By sending the earnings reports to its clients, Thompson Investments is communicating

A) vertically.
B) externally.
C) horizontally.
D) downward.
E) upward.

Question 59

Active ________ is the process of actively decoding and interpreting verbal messages, which requires full attention and processing.

A) empathizing
B) comprehension
C) hearing
D) listening
E) evaluation

Question 60

________ communication channels develop outside the organizational structure and do NOT follow the chain of command.

A) Informal
B) Vertical
C) Horizontal
D) Customary
E) External

Question 61

Which of the following is a tip for writing more effectively for business purposes?

A) Avoid using a subject line when sending an e-mail.
B) Start by stating your purpose and what you expect of the reader.
C) Use the passive voice (rather than the active voice).
D) Construct interesting, complex sentences.
E) Begin an e-mail with an informal greeting like "Hey."

Question 62

When someone restates in their own words the crux of what they heard, they are

A) providing feedback.
B) paraphrasing.
C) using active listening.
D) encoding a message.
E) decoding a message.

Question 63

Which of the following is the best advice for face-to-face communication?

A) Begin with good news, and lead up to bad news.
B) Use a face-to-face meeting as an opportunity to multitask.
C) Hold "town hall" meetings daily.
D) Speak "off the cuff" rather than preparing a dull list of topics that need to be discussed.
E) Have face-to-face meetings spontaneously when you encounter a coworker in the daily course of doing business (for example, in the copy room or lunch room).

Question 64

Which of the following is a danger of using a lean medium for nonroutine matters?

A) It results in information overloading.
B) It doesn't provide enough of the information the sender needs and wants.
C) The delivery has more information than necessary.
D) It results in information oversimplification.
E) It is too personal.

Question 65

Which of the following is NOT appropriate to include in the conclusion of a speech?

A) a signal phrase to cue listeners about the wind-up
B) "thank you"
C) a call to action
D) details you forgot from earlier
E) a little upbeat story or a quotation

Question 66

Jyllian, a supervisor, told her employees, "The store will close Monday for inventory and all employees are expected to participate." Without knowing how Jyllian communicated her message, we know it was done

A) by wandering around.
B) horizontally.
C) upward.
D) through the grapevine.
E) downward.

Question 67

Contrary to stereotypes, ________ has no impact on media richness preference.

A) gender
B) culture
C) language
D) education
E) age

Question 68

Which term refers to the use of the Internet at work for personal use?

A) cyberloafing
B) jargon
C) crowdsourcing
D) cyberthreat
E) media policy

Question 69

Which of the following is an example of a barrier in cross-cultural communication?

A) You are trying to get through to a colleague on the telephone, but you keep getting a buy signal.
B) Men are less likely than women to indicate that they are unsure about an issue.
C) The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe.
D) Those over the age of 70 are significantly less likely to use any form of social media.
E) Due to a hurricane affecting the East Coast, all Internet connections are down for thousands of miles.

Question 70

Ally is known for not listening in meetings and for misunderstanding directions. Ty has decided to take a new approach with her, regardless of whether he is speaking with her or sending her an e-mail. The last thing he asks Ally to do is use her own words to tell him what she is supposed to do. How does Ty want Ally to respond?

A) by encoding
B) by decoding
C) by paraphrasing
D) by providing feedback
E) by eliminating noise

Question 71

Which of the following is an example of empathetic communication?

A) "We need to get this job finished on time if we want to keep our jobs."
B) "These intense deadlines are both unreasonable and unfair."
C) "You don't have a choice; this is the job we hired you to do."
D) "I understand your frustration; this deadline is intense, and we're running on reduced staff."
E) "If you don't like your job, we can easily replace you."

Question 72

Which of the following statements about social media is FALSE?

A) Social media can lead to hiring discrimination by revealing applicants' religious affiliation, age, family composition, or sexual orientation.
B) Your overall presence on the Internet and social media sites should reflect a mature and responsible individual and include nothing you'd be afraid to see in the newspaper.
C) In terms of job recruiting, LinkedIn is the most widely used social media site.
D) The use of social media in the workplace often leads to reduced turnover, higher performance, and increased job satisfaction.
E) Social media rarely reduces productivity in the workplace.

Question 73

Tucker is sitting in a seminar where a speaker is explaining the company's retirement plan options. Tucker is only 24 years old, and he thinks retirement is so far away that he doesn't think he needs to pay attention to the speaker. He starts texting his friends and updating his Facebook page; he even slumps in his chair. He has completely tuned out of the presentation. In this case, Tucker has a(n) ________ listening style.

A) detached
B) active
C) involved
D) passive
E) passive-aggressive

Question 74

The introduction to a business speech should

A) get right to the point.
B) contain at least one joke.
C) contain a phrase like "I'm honored to be here."
D) contain significant details of the presentation.
E) contain an unrelated story to catch the interest of the audience.

Question 75

Among people aged 18-29, the most popular social network is ________, and ________ is the most popular social network among people aged 30-59.

A) Facebook; Facebook
B) Twitter; Google+
C) Instagram; Tumblr
D) Snapchat; LinkedIn
E) Pinterest; Twitter

Question 76

Rob told Tamara to get him a report "right away." Tamara was not sure what "right away" meant. This is an issue of

A) jargon.
B) semantics.
C) medium.
D) encoding.
E) feedback.

Question 77

Luke gave some people street directions, but because they only nodded their heads and didn't repeat the directions back to him, he doesn't really know whether the directions were understood. Why?

A) Because they did not respond, there may have been a feedback barrier.
B) Because they did not respond, there may have been a sender barrier.
C) Because they did not respond, there may have been an encoding barrier.
D) Because they did not respond, there may have been a medium barrier.
E) Because they did not respond, there may have been a decoding barrier.

Question 78

When Rosalyn comes into the office, she speaks to no one, shuts her door, and is rarely seen again until lunch. She supervises a team of 12 people though. Carmelita has a new idea she would like to share with management, but is unsure if she should take it to Rosalyn. How would you describe this upward communication?

A) lacking trust
B) proper use of a rich medium
C) missing a chain of command
D) disorganized organization
E) confusing semantics

Question 79

Imagine that you work for a life insurance company. The company is offering a new type of life insurance policy for senior citizens (people over age 65) and retirees. Keeping generational differences in mind, which of the following is the best medium for communicating with potential customers/clients?

A) e-mail
B) YouTube videos
C) telephone calls
D) Facebook
E) text messages

Question 80

Which of the following is NOT an element of an effective social media policy?

A) Encourage employees to post honest, bold, and even unpopular decisions.
B) Align social policy with the organization's culture.
C) Explain what is considered illegal.
D) Clarify what is confidential.
E) Create safe channels for employees to air their concerns before going online.