Deck 5: Communications, Emotions, and Criticism

Question 1

If the receiver is reluctant to accept a message, the laissez-faire style may be appropriate.

Answer 1

False

Question 2

To calm emotional people, we must encourage them to be logical.

Answer 2

False

Question 3

Low-context cultures focus on nonverbal communications and subtle cues.

Answer 3

False

Question 4

Feelings are neither right nor wrong, but behavior is.

Question 5

Vertical communication is often called informal communication.

Question 6

Paraphrasing is the process of having the receiver restate the message in his or her own words.

Question 7

To listen with empathy doesn't mean you have to agree with the person.

Question 8

Watching nonverbal behavior is an important aspect of ensuring the message was received accurately.

Question 9

Filtering is altering or distorting information to project a more favorable image.

Question 10

It is important to consider the receiver's perceptions before deciding to encode a message in a particular way to ensure clear transmission of the meaning of the message.

Question 11

Reassuring statements paraphrase feelings back to the person.

Question 12

As the sender transmits a message, how you respond to the message does not directly affect communication.

Question 13

When a message does not result in communication, the most common cause is the sender's lack of getting feedback to ensure mutual understanding.

Question 14

Laissez-faire communication style demonstrates low task-low relationship behavior, responding with the necessary open presentation.

Question 15

Emotional labor requires the expression of feeling through desired behavior.

Question 16

When you have all the information you need, the autocratic style may be appropriate.

Question 17

The most accurate indicator of understanding is direct questioning.

Question 18

Horizontal communication is the flow of information between colleagues and peers.

Question 19

Consultative communication style demonstrates low task-high relationship behavior, responding with open elicitation, some initiation, and little presentation.

Question 20

Participative communication style demonstrates high task-high relationship behavior, using a closed presentation for the task with an open elicitation for the relationship.

Question 21

Which of the following is the final step of the communication process?

A) Encoding
B) Receiving
C) Feedback
D) Decoding

Question 22

_____ is the sender's process of putting the message into a form that the receiver will understand.

A) Encoding
B) Transmitting
C) Decoding
D) Ciphering

Question 23

"Dharma, can I have Jones in my office in 15 minutes? Tell him to bring the quarterly report along." Identify the communication flow in this statement.

A) Vertical-downward
B) Vertical-upward
C) Horizontal
D) Grapevine

Question 24

Communication outside the chain of command is _____.

A) vertical
B) upward
C) downward
D) horizontal

Question 25

The grapevine is _____.

A) also called upward communication
B) best used for vertical downward communication
C) the informal vehicle through which messages flow throughout the organization
D) a useless organizational reality

Question 26

_____ enables a company to tap into raw computing power, storage, software applications, and data from large data centers over the Internet.

A) Social Media
B) Cloud computing
C) M-commerce
D) Intranet

Question 27

"The company's Annual Sports Meet will be held on the 15^th of November this year." Which of the following is the most appropriate channel for this message?

A) Report
B) Telephone
C) Memo
D) Poster

Question 28

The _____ is the physical form of the encoded information.

A) transmitter
B) message
C) mobile
D) receiver

Question 29

"The board wants to look at the turnover and taxes of the last four quarters." Which of the following is the most appropriate channel for this message?

A) Report
B) Telephone
C) Memo
D) Poster

Question 30

_____ is the flow of information both up and down the chain of command.

A) Horizontal communication
B) Informal communication
C) Vertical communication
D) Grapevine communication

Question 31

_____ refers to the amount of information and meaning conveyed through a channel.

A) Encoding
B) Feedback
C) Media richness
D) Fog index

Question 32

The _____ consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback.

A) communication process
B) transmission process
C) reception process
D) coding process

Question 33

"Chris, I have completed the minutes of the meeting and put it on your desk. Please let me know if I have to correct some things in it." Identify the communication flow in this statement.

A) Vertical-downward
B) Vertical-upward
C) Horizontal
D) Grapevine

Question 34

_____ is the flow of information between colleagues and peers.

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

Question 35

_____ is the receiver's process of translating the message into a meaningful form.

A) Encoding
B) Receiving
C) Transcripting
D) Decoding

Question 36

"The team needs to sit and discuss issues relating to production." Which of the following is the most appropriate channel for this message?

A) Report
B) Telephone
C) Meeting
D) Poster

Question 37

_____ refers to the way managers design their firm to achieve the organization's mission and goals.

A) Organizational mission
B) Organizational structure
C) Organizational communication
D) Organizational support

Question 38

"Hey Danny, did you know the new girl in HR is Jack's sister?" Identify the communication flow in this statement.

A) Vertical-downward
B) Vertical-upward
C) Horizontal
D) Grapevine

Question 39

_____ follows the chain of command and is recognized as official.

A) Vertical communication
B) Informal communication
C) Horizontal communication
D) Grapevine communication

Question 40

"Hi Sam, how are you? How did you like our new product range?" Identify the communication flow in this statement.

A) Vertical-downward
B) Vertical-upward
C) Horizontal
D) Grapevine

Question 41

Which of the following is a way to overcome perception barriers while communicating?

A) Encoding the message with appropriate words
B) Using an appropriate channel for communication
C) Sending messages in a quantity that the receiver can understand
D) Using the appropriate tone of voice

Question 42

_____ is a process of having the receiver restate the message in his or her own words.

A) Paraphrasing
B) Encoding
C) Decoding
D) Reinstating

Question 43

_____ statements paraphrase the message back to the sender to convey understanding and acceptance.

A) Advising
B) Reflecting
C) Probing
D) Diverting

Question 44

_____ is the process of verifying messages.

A) Paraphrasing
B) Encoding
C) Decoding
D) Feedback

Question 45

Which of the following can be helpful in overcoming global barriers to communication?

A) Believe there are similarities until differences are proved.
B) Delay judgment of a person's behavior until you are sure you are being culturally sensitive.
C) As the sender, decode your message without any focus on the receiver's cross-cultural differences.
D) If you are not sure what is appropriate, do as you are used to.

Question 46

"Mr. Brown is a retired old man. Do not send him an e-mail, he doesn't use the Internet." Which of the following communication barriers is indicated by the statement?

A) Information overload
B) Noise
C) Channel selection
D) Trust and credibility

Question 47

Which among the following is an appropriate use of a probing response?

A) Giving advice when directly asked for it
B) Ensuring understanding by getting more information
C) Using it as a way to avoid needless arguments
D) Providing confidence by giving it

Question 48

"Let me think over what you said and I'll let you know my opinion." Which of the following listening tips is the speaker applying?

A) Conveying meaning
B) Evaluating after listening
C) Paraphrasing
D) Watching for nonverbal cues

Question 49

"Can you please slow down a bit? I am jotting down some points lest I forget." Which of the following listening tips is the speaker applying?

A) Taking notes
B) Paying attention
C) Asking questions
D) Avoiding distractions

Question 50

"Could you lower the volume? I'm on the phone." Which of the following communication barriers is indicated by the statement?

A) Filtering
B) Noise
C) Channel selection
D) Information overload

Question 51

"The boss wants to confirm the reservations for dinner at the Ritz." Which of the following is the most appropriate channel for this message?

A) Report
B) Telephone
C) Meeting
D) Poster

Question 52

"Let me read it again. I had a lot on my mind when you showed it to me." Which of the following listening tips should the speaker apply?

A) Do not assume and interrupt
B) Watch for nonverbal cues
C) Pay attention
D) Avoid distractions

Question 53

Which of the following is a way to improve listening skills?

A) Not asking direct questions if you feel there is something missing
B) Listening and analyzing or evaluating what is said at the same time
C) Repeating in your mind what the speaker is saying
D) Basing your conclusion on opinions, stereotypes, and generalities

Question 54

"Hey Alvin, do you get what I'm saying? Repeat to me what you are expected to do at the exact stroke of midnight?" Which of the following communication barriers is indicated by the statement?

A) Not listening
B) Information overload
C) Channel selection
D) Filtering

Question 55

_____ is used to avoid needless arguments.

A) Advising
B) Reflecting
C) Probing
D) Diverting

Question 56

"You look puzzled. I'll try to put it in simple terms." Which of the following listening tips is the speaker applying?

A) Evaluating after listening
B) Thinking
C) Evaluating facts presented
D) Watching for nonverbal cues

Question 57

"Do not smile too much. In this country it is a sign of weakness. Look sterner." Which of the following communication barriers is indicated by the statement?

A) Gender
B) Language
C) Channel selection
D) Culture

Question 58

Which of the following is the first step of the message-sending process?

A) Develop rapport
B) State the communication objective
C) Check understanding
D) Transmit the message

Question 59

Which of the following is the final step of the message-sending process?

A) State the communication objective
B) Get a commitment and follow up
C) Check understanding
D) Transmit the message

Question 60

When people interrupt you to talk, which of the following should you do to improve listening skills?

A) Stop what you are doing and give them your complete attention.
B) Listen to them while you continue to do what you are doing.
C) Train your mind to focus on what they are saying as well as the work at hand.
D) Not ask direct questions if you feel there is something missing.

Question 61

Give specific examples of how you use digital information technology to communicate.

Question 62

Describe a gender communication difference you have observed at work.

Question 63

Draw an organization chart illustrating the departments in the organization for which you work or have worked.

Question 64

Select an organization for which you work or have worked. Is the division of labor specialized? Identify the chain of command from your job to the top of the organization. How many people are in your boss's span of management? Is authority centralized or decentralized? How is work coordinated?

Question 65

Give a specific example of when you used vertical communication. Identify it as upward or downward.

Question 66

Which of the following requires the expression of feeling through desired behavior?

A) Empathic listening
B) Emotional labor
C) Probing response
D) Decoding

Question 67

"I think you need to inform Jack's parents about his behavior instead of counseling him yourself." Identify the response style in this statement.

A) Probing
B) Reassuring
C) Advising
D) Diverting

Question 68

Which of the following describes an autocratic communication style?

A) High task-low relationship behavior, initiating a closed presentation
B) Low task-low relationship behavior, responding with the necessary open presentation
C) Low task-high relationship behavior, responding with open elicitation, some initiation, and little presentation
D) High task-high relationship behavior, using a closed presentation for the task with an open elicitation for the relationship

Question 69

Norma is organizing a company event. She has to create billboards that will be placed in the company's different units. She has collaborated with a designer and together they have agreed on a design. Which of the following is an appropriate communication style for this situation?

A) Autocratic
B) Participative
C) Consultative
D) Laissez-faire

Question 70

Give at least two different barriers to communication you have experienced at work. Explain the situation and how the barrier could have been overcome.

Question 71

Which communication style is most appropriate when there is no time?

A) Autocratic communication style
B) Consultative communication style
C) Participative communication style
D) Laissez-faire communication style

Question 72

Which of the following demonstrates low task-low relationship behavior, responding with the necessary open presentation?

A) Autocratic communication style
B) Consultative communication style
C) Participative communication style
D) Laissez-faire communication style

Question 73

Give a specific example in which communication affected your behavior, human relations, and performance.

Question 74

_____ is the ability to understand and relate to another's situation and feelings.

A) Emotional labor
B) Situational quotient
C) Empathic listening
D) Adjustment

Question 75

Give a specific example of a message you heard through the grapevine. How accurate was it? Was it the exact same message management sent?

Question 76

Which message transmission channels do you use most often at work?

Question 77

Give a specific example of when you used horizontal communication.

Question 78

Travel reservations have to be made for delegates attending an international conference on trade and commerce. The supervisor's office engages a travel agent who will handle all details like airline bookings and flight schedules. Which of the following is an appropriate communication style for the situation?

A) Autocratic
B) Participative
C) Consultative
D) Laissez-faire

Question 79

The trainer gave specific instructions for the task and trainees were told not to consult anyone or ask questions to complete the task. Which of the following communication styles did the trainer use?

A) Autocratic
B) Participative
C) Consultative
D) Laissez-faire

Question 80

Which of the following demonstrates high task-high relationship behavior, using a closed presentation for the task with an open elicitation for the relationship?

A) Autocratic communication style
B) Consultative communication style
C) Participative communication style
D) Laissez-faire communication style