Deck 11: Managers and Communication

Question 1

Disturbances that interfere with the transmission, receipt, or feedback of a message are called feedback.

Answer 1

False

Question 2

Any communication that flows between managers and employees is downward communication.

Answer 2

False

Question 3

Grammar mistakes in written communication are an example of noise.

Answer 3

True

Question 4

Nonverbal communication is any form of communication that is silent.

Question 5

A sender initiates a message by converting a thought into symbolic form.

Question 6

Communication acts to control member behaviour in organizations.

Question 7

In communication, the process of decoding is performed by the receiver.

Question 8

Everything a manager does involves communicating.

Question 9

The final link in the communication process is decoding.

Question 10

The sender's beliefs and values influence how s/he communicates.

Question 11

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 12

Verbal intonation refers to the emphasis someone gives to words or phrases that convey meaning.

Question 13

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

Question 14

The content of the message is important; the type of channel selected is not.

Question 15

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

Question 16

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

Question 17

Organizational communication includes all the patterns, networks, and systems of communication within an organization.

Question 18

Communication is defined as the transfer and receipt of messages.

Question 19

If a manager clearly and articulately verbalizes instructions to a subordinate, communication is said to have taken place.

Question 20

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

Question 21

"Communities of practice" are groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their knowledge in that area by interacting on an ongoing basis.

Question 22

Global business communications will not be able to rely on technology because of language barriers across cultures.

Question 23

Changing technology is a significant source of environmental uncertainly for organizations.

Question 24

Changing technology can lead to increased efficiency and effectiveness by allowing managers to better coordinate work of employees.

Question 25

Giving employees private offices allows them to work undisturbed leading to enhanced workplace efficiency and communications.

Question 26

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

Question 27

Organizational communications in the office of tomorrow will rely heavily on social networks and text messaging.

Question 28

For security purposes, most managers prefer emails instead of paper documents because electronic information is not admissible in court.

Question 29

All electronic information is inadmissible in court.

Question 30

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

Question 31

Social media is a popular tool for corporations to market products and services.

Question 32

Communication that takes place among employees on the same organizational level is called diagonal communication.

Question 33

Open workplaces facilitate more face-to-face communication.

Question 34

It is fairly easy to forecast what new communication technologies will look like.

Question 35

Workplaces with high density can act as disruptions of efficient work and thus deter effective communication.

Question 36

How the office workspace is designed can influence an organization's overall performance.

Question 37

Omitting some information from messages that organizations send out has nothing to do with ethics as they are still telling the truth.

Question 38

Because today's technology is so sophisticated it is easy to achieve understanding in a virtual environment.

Question 39

The informal organizational communication network is known as the grapevine.

Question 40

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

Question 41

Converting a message into meaningful symbols is called __________.

A) decoding
B) encoding
C) deciphering
D) filtering
E) translating

Question 42

Anything that interferes with the transmission, receipt, or feedback of a message is called __________.

A) feedback
B) media
C) channel
D) noise
E) distortion

Question 43

__________ consists of all the patterns, networks, and systems of communication within an organization.

A) The grapevine
B) Interpersonal communication
C) Organizational communication
D) Formal communication
E) Workplace communication

Question 44

Communication is the transfer and understanding of __________.

A) ideas
B) concepts
C) meaning
D) words
E) messages

Question 45

In which of the following cases is communication used to control employee behaviour?

A) Sandy tells Mitch that she's happy with the progress he's making.
B) Glenn lets Ann know that the deadline for her project has been postponed.
C) Jan informs Sara that there is a dress code at work.
D) Chris gives Jason tips on how to improve his performance.
E) Jack lets his manager know that the progress report requested will be on time.

Question 46

The final link in the communication process is __________.

A) encoding
B) decoding
C) understanding
D) feedback
E) agreement

Question 47

Face-to-face conversations, emails, and company-wide memos are all examples of __________.

A) noise
B) channels
C) feedback
D) distortion
E) networks

Question 48

In which of the following cases has communication occurred?

A) Gary updates his blog regularly.
B) Brian attends all the Algebra lectures.
C) Jen has sent an urgent e-mail to her Japanese colleague.
D) Ana tells her manager that she needs a new computer.
E) Jack sends a text message to his girlfriend.

Question 49

Which of the following is an example of noise?

A) sending unsolicited sales messages to prospects
B) adding your contact information at the end of an e-mail message
C) leaving a message on the answering machine when you cannot reach someone
D) thinking about the party you attended last night while sitting in a lecture
E) posting new rules about vacation scheduling on a public bulletin board

Question 50

The receiver translates a sender's message into meaning through a process called __________.

A) decoding
B) encoding
C) reinstating
D) filtering
E) feedback

Question 51

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

A) complexity capacity
B) breadth potential
C) time-space constraint
D) encoding ease
E) scanability

Question 52

Which part of the communication process provides a check to the sender on whether understanding has been achieved?

A) understanding
B) encoding
C) decoding
D) feedback
E) verification

Question 53

Adam has to tell the members of his department that the office hours have changed from flexible to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new hours policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which of the following explains why the message was not understood?

A) The sender did not decode the message appropriately.
B) The recipients did not encode the message correctly.
C) There was interference with the transmission of the message.
D) The channel was not appropriate for the delivery of this message.
E) The channel did not convey interpersonal warmth.

Question 54

Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which of the following best explains what went wrong with the communication?

A) Laura used a wrong channel of communication.
B) Scanability of the message was poor.
C) Betty decoded the message incorrectly.
D) The complexity capacity of text messaging is poor.
E) Betty's thinking was noise that distracted from the message.

Question 55

For communication to be successful, meaning must be imparted and __________.

A) received by the other person
B) distributed
C) feedback established
D) understood
E) transmitted

Question 56

George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________.

A) deciphering the message
B) organizational communication
C) lateral communication
D) decoding the message
E) downward communication

Question 57

Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers. He soon realizes that two of his teammates do not see eye to eye on many issues. Far from being solved, the situation escalates over the next couple of months. This bothers Alec a great deal because he is expected to coordinate his work with them. He decides to speak to his manager about the problem and seek his advice. In this example, communication is being used ________.

A) informally
B) to control
C) to motivate
D) to inform
E) ineffectively

Question 58

Communication between two or more people is called __________ communication.

A) organizational
B) interpersonal
C) informal
D) intrapersonal
E) lateral

Question 59

When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________.

A) control
B) motivate
C) inform
D) persuade
E) direct

Question 60

Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care associates who've all been consistently performing well. Customer feedback has been impressive and Pat is planning to give the associates bonuses. As a manager, Pat believes it is important to let your subordinates know when you are happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________.

A) decision making
B) social interaction
C) motivation
D) expressing emotion
E) information

Question 61

Anna wants to be certain that her communication with employees is effective, so she always asks, "Do you understand?" to check the accuracy of what has been communicated. Anna is using __________ to overcome potential communication barriers.

A) active listening
B) projection
C) nonverbal cues
D) feedback
E) simplified language

Question 62

When students begin putting their books, notebooks, and papers away, they are using which type of interpersonal communication to tell their instructor that the class is over?

A) diagonal
B) formal
C) nonverbal
D) noise
E) lateral

Question 63

As Joe left the doctor's office, he had difficulty recalling exactly what the doctor said because he used strange medical terms that Joe had never heard before. Which communication barrier has affected Joe?

A) language
B) filtering
C) feedback
D) selective perception
E) defensiveness

Question 64

Which of the following is one way to help overcome communication barriers?

A) use jargon
B) emphasize emotions
C) ignore nonverbal cues
D) listen passively
E) use feedback

Question 65

The manipulation of information to make it appear more favourable to the receiver is called __________.

A) active listening
B) creative interpretation
C) projection
D) filtering
E) optimistic decoding

Question 66

When the information we have to work with exceeds our processing capacity, the result is __________.

A) noise
B) information overload
C) selective perception
D) defensiveness
E) filtering

Question 67

Communication problems are less likely to occur in organizations if the managers use __________.

A) body language.
B) a feedback loop
C) verbal intonation
D) filtering
E) emotions

Question 68

Which of the following is a barrier to effective interpersonal communication?

A) empathy
B) simplified language
C) feedback
D) active listening
E) emotions

Question 69

Alex has just been informed that he has received a long-awaited job promotion. He is very happy and excited. Which of the following will most likely affect his communications for the rest of the day?

A) filtering
B) information overload
C) emotions
D) noise
E) selective perception

Question 70

Computer programmers have developed their own __________, or technical language that others may not not understand.

A) technospeak
B) filtered vocabulary
C) jargon
D) slang
E) source code

Question 71

Age, education, and cultural background are three of the more obvious variables that influence __________.

A) language
B) filtering
C) feedback
D) selective perception
E) defensiveness

Question 72

_____ refers to the fact that individuals don't see reality, but interpret what they see based on their needs, motivation, experience, background, and other personal characteristics.

A) Filtering
B) Emotions
C) Selective perception
D) Language
E) Feedback

Question 73

The extent of filtering within an organization tends to be a function of the number of vertical levels in the organization and the __________.

A) degree of centralization
B) organizational culture
C) degree of formalization
D) chain of command
E) type of departmentalization

Question 74

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

A) filtering
B) selective perception
C) feedback
D) defensiveness
E) upward communication

Question 75

Complexity capacity refers to the degree of which the communication method __________.

A) allows the receiver to easily and quickly decode messages
B) can transmit different types of messages
C) effectively processes complex messages
D) allows the message to be easily browsed for relevant information
E) conveys interpersonal warmth

Question 76

An example of a nonverbal communication would be a __________.

A) project outline on the blackboard
B) student with a hand raised
C) billboard advertisement
D) written note
E) street sign

Question 77

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

A) defensive
B) positive
C) active
D) dedicated
E) selective

Question 78

Listening is an active search for meaning, whereas __________ is passive.

A) speaking
B) encoding
C) decoding
D) hearing
E) communicating

Question 79

Lisa was in the coffee shop when she overheard two pilots discussing their flight assignments. In the course of their discussion, they used terms such as ATC, YVR, YYZ, and A310. The pilots were using _____ related to the airline industry.

A) technospeak
B) filtered vocabulary
C) industry code
D) slang
E) jargon

Question 80

Gestures, facial expressions, and leaning toward a person are all examples of __________.

A) verbal intonation
B) body language
C) noise
D) feedback
E) distractions