Deck 15: Managing Communication

Question 1

Because of _____, people exposed to the same information will often disagree about what they saw or heard.

A) respondent conditioning
B) empathetic listening
C) cognitive mapping
D) perceptual filtering

Answer 1

D

Question 2

Maya was told that the tickets for her favorite band's concert would be available online for purchase. She assumed that she would not be able to purchase the tickets from anywhere else. That was not the case because the tickets could be purchased at the venue as well. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Answer 2

A

Question 3

Dylan regularly buys the Rolling Stone magazine. The store from which he purchases the magazine informs him that it would not sell any Rolling Stone magazines for a couple of months. Dylan assumed that the magazine was halting production for some time, which was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Answer 3

A

Question 4

In the context of the basic perception process, _____ is the process of attaching meaning to new knowledge.

A) attention
B) organization
C) interpretation
D) retention

Question 5

_____ is the tendency to fill in the gaps where information is missing, that is, to assume that what we do not know is consistent with what we already do know.

A) Closure
B) Countertransference
C) Counterconditioning
D) Regularization

Question 6

Caleb received a notification from a food delivery app that certain restaurants would be out of service for the day. He assumed that these restaurants were physically shut down, which was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 7

Sophie was informed by the management of her company that she would receive her salary for the current month a day later than usual. She assumed that all her colleagues would also receive their salaries a day later. However, that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 8

Cody sent a leave application via email to his manager. His boss declined his leave request. Cody assumed that his leave request was not approved because he failed to perform well at work, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 9

A similarity between retention and interpretation is that:

A) both are highly objective processes.
B) both always take place involuntarily.
C) both are unaffected by an individual's preferences and beliefs.
D) both are affected by perceptual filters.

Question 10

In the context of the basic perception process, _____ is the process of incorporating new information into your existing knowledge.

A) attention
B) retention
C) organization
D) interpretation

Question 11

Brandon received an email from his travel agent, which stated that his trip to London will be postponed because of a problem with the visa application. Brandon assumed that this visa issue concerned every other applicant who was traveling to London, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 12

In the context of the perception process, which of the following is a difference between attention and retention?

A) Attention is the process of incorporating new information into our existing knowledge, whereas retention is the process of attaching meaning to new knowledge.
B) Retention of information is not affected by perceptual filters, whereas attention to information is affected by perceptual filters.
C) Retention is the process of memorizing information after we have perceived something, whereas attention is the process of noticing, or becoming aware of, particular stimuli.
D) Attention is an involuntary process, whereas retention is a voluntary process.

Question 13

_____ is the process by which individuals attend to, organize, interpret, and retain information from their environments.

A) Operant conditioning
B) Selective listening
C) Perception
D) Regularization

Question 14

_____ are the personality-, psychology-, or experience-based differences that influence people to ignore or pay attention to particular stimuli.

A) Orienting reflexes
B) Kinesics
C) Proxemics
D) Perceptual filters

Question 15

In the context of the perception process, which of the following is a difference between organization and interpretation?

A) Perceptual filters do not affect organization of information, whereas perceptual filters affect interpretation of information.
B) Organization is the first step of the perception process, whereas interpretation is the last step of the perception process.
C) Organization is the process of incorporating new information into one's existing knowledge, whereas interpretation is the process of attaching meaning to new knowledge.
D) Organization is the process of noticing, or becoming aware of, particular stimuli, whereas interpretation is the process of attaching meaning to new knowledge.

Question 16

When Mark was told that his favorite shoe store would no longer stock his favorite brand of sneakers, he assumed that the shoe manufacturer was no longer manufacturing sneakers, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 17

Which of the following is a difference between internal attributions and external attributions?

A) Internal attributions are those in which behavior is thought to be voluntary or under the control of the individual, whereas external attributions are those in which behavior is thought to be involuntary and beyond of the control of the individual.
B) External attributions result in the fundamental attribution error, whereas internal attributions result in the defensive bias.
C) External attributions stimulate effective communication in organizations, whereas internal attributions present a significant challenge to effective communication in organizations.
D) Internal attributions are typically used by workers, whereas external attributions are typically used by managers.

Question 18

If employees are told that budgets must be cut by 10 percent, they may automatically assume that 10 percent of employees will lose their jobs, too, even if that is not the case. This tendency to make assumptions is referred to as _____.

A) closure
B) regularization
C) convergent thinking
D) congruence bias

Question 19

Harper ordered a pair of shoes from an e-commerce website. A few days later, she received a notification from the website informing her that the delivery of her order would be delayed. She assumed that this delay has occurred because the shoe store was located in another city, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 20

Because of perceptual filters, _____.

A) people organize and interpret what they pay attention to in the same manner
B) the beliefs of people do not influence the meaning they attach to new information
C) people attend to some stimuli and not others
D) people are unlikely to incorporate new knowledge that is consistent with what they already know

Question 21

Damian, the chief executive officer of Starlet Systems, sends an email to all his employees informing them of the revised sales targets. This is an example of _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 22

Kaylee, a real estate sales manager at Crawford Corp., sends all her subordinates a memo that explains the importance of real estate. In this case, Kaylee is engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 23

Henry, a project manager at Octagon Corp., delivers a personal note of appreciation to all his employees for the hard work they put into a recent project. This is an example of _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 24

Identify a difference between the defensive bias and the fundamental attribution error.

A) The defensive bias is typically used by workers, whereas the fundamental attribution error is typically made by managers.
B) Unlike the fundamental attribution error, the defensive bias is the tendency to ignore the causes of behavior that are beyond the control of the individual.
C) Unlike the defensive bias, the fundamental attribution error is the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty.
D) The fundamental attribution error involves the use of external attributions, whereas the defensive bias involves the use of internal attributions.

Question 25

Love & Light, a home appliance store, sends all its customers a letter via post that confirms the commencement of a lucky draw competition sponsored by the company. By creating a message for its customers, Love & Light is engaging in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 26

Brian, a manager at a logistics company, personally delivered a small golden flag to every employee who performed well in the previous quarter, indicating that he or she is eligible for a promotion. In this scenario, Brian was engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 27

Landon, a team leader, called his team for a meeting. He made a PowerPoint presentation on the company's future goals. In this scenario, Landon was engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 28

In the context of communication, which of the following is a difference between encoding and decoding?

A) Unlike encoding, decoding is the process by which the receiver translates the verbal or symbolic form of a message into an understood message.
B) Encoding does not require a communication channel, whereas decoding requires a communication channel.
C) Unlike decoding, the process of encoding is immediately followed by the process of providing feedback to the sender of a message.
D) The process of encoding is affected by noise, whereas the process of decoding is not affected by noise.

Question 29

In the context of the communication process, _____ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

A) encoding
B) attenuation
C) retention
D) feedback

Question 30

In the context of the communication process, _____ refers to putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver.

A) encoding
B) decoding
C) transmission
D) reception

Question 31

A person who attributes his or her success to hard work and failure to bad luck is most likely experiencing the _____.

A) modality effect
B) self-generation effect
C) self-serving bias
D) confirmation bias

Question 32

Nathaniel, a reporting manager, sends out an email to inform his employees that the office will be under renovation for the next two days. In this case, Nathaniel is engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 33

Nathan, a sales executive, drafts an email to communicate his weekly sales report to his manager. In the context of the communication process, Nathan is engaging in _____.

A) encoding
B) cognitive mapping
C) decoding
D) selective filtering

Question 34

When Douglas, an employee at Donovan Corp., was unable to complete a project on time, his manager, Tyler, assumed that Douglas missed the deadline because he was insincere. However, Douglas could not meet the deadline because his computer was infected with malware. In this scenario, Tyler's perception of Douglas represents a _____.

A) selective attribution error
B) defensive bias
C) self-serving bias
D) fundamental attribution error

Question 35

Jensen was unable to meet a project deadline, and he noticed that his friend was finding it equally difficult to complete the project on time. Jensen put the blame on the management as he felt that it didn't provide the employees with adequate resources to successfully complete the project. In this scenario, Jensen's perception represents a(n) _____.

A) distinction bias
B) defensive bias
C) omission bias
D) outcome bias

Question 36

Jared discovered that one of his colleagues received negative feedback during his performance review. As he had gone through a similar experience, he believed that he got the negative feedback because the management was unfair in setting unrealistic productivity goals. However, the truth was that although the quality of his work was good, he often struggled to meet his productivity targets. In this scenario, Jared's belief represents a(n) _____.

A) defensive bias
B) distinction bias
C) omission bias
D) outcome bias

Question 37

The _____ is the tendency to overestimate our value by attributing successes to internal causes and attributing failures to external causes.

A) modality effect
B) self-generation effect
C) self-serving bias
D) confirmation bias

Question 38

Lucas, a recruitment manager, describes the criteria for the recruitment process in an email and sends it out to all the members of the human resources team. In this scenario, Lucas is engaging in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 39

Brett, a marketing associate at Brix Inc., got stuck in a massive traffic jam while commuting to work. Consequently, he missed an important meeting with a potential client. Ethan, his manager, was furious. He assumed that Brett missed the meeting because he was irresponsible and lazy. In this scenario, Ethan's perception of Brett represents a _____.

A) selective attribution error
B) defensive bias
C) self-serving bias
D) fundamental attribution error

Question 40

Riley, the manager of the telecommunications department at InfoMedia Inc., posts updates on the company's online bulletin board about the upcoming events. In this case, Riley is engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 41

After Axcess Systems lost a major client, it decided to change its organizational structure. To communicate the organizational change to its employees, the top management sends out an email containing a detailed account of its new strategic plan to all the employees. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 42

In the context of formal communication channels, _____ is used to give those at lower levels the chance to share their concerns with higher-level authorities.

A) Upward communication
B) Incongruent communication
C) Horizontal communication
D) Downward communication

Question 43

Munchkin is a popular baby clothing brand. The founder of the company, Isabel, conducts a brainstorming session with her employees every week in order to come up with new ideas to expand the brand. One of her employees suggests that Munchkin should add baby footwear to its collection. In this case, the employee's suggestion is an example of _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 44

Alex is a law attorney at Cooper Enterprises. His client, Maggie, is seeking a divorce from her husband of two years. Since she is unemployed, Alex recommends that she should apply for alimony. Maggie is unable to understand the term used by Alex, so he explains to her that she can request her husband to pay for spousal support after divorce. In this scenario, the term "alimony" exemplifies _____.

A) a misnomer
B) an allegory
C) jargon
D) feedback

Question 45

The senior management of BonusOne Bank formulates a new set of strategic plans for the next financial year and conveys it to the middle management. The middle management, in turn, conveys the same to their respective subordinates. In the context of communication channels, the given scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 46

The term _____ refers to vocabulary particular to a profession or group that interferes with communication in a workplace.

A) grapevine
B) verbose
C) slang
D) jargon

Question 47

Miwa Fabrics, a textile company, wants to use eco-friendly methods to extract cotton. The owner of the company distributes a handbook to the factory workers, which contains details about the handling of the new extraction equipment and machinery. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 48

The sales team at X-zyme Solutions is unhappy with the management for reducing housing allowance for its employees. In an attempt to voice their concerns about the situation, the team collectively writes an email to the chief executive officer of the company. In the given scenario, the team is engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 49

_____ is used to give organizational members job-related information, to give managers and workers performance reviews from upper managers, and to clarify organizational objectives and goals.

A) Upward communication
B) Incongruent communication
C) Horizontal communication
D) Downward communication

Question 50

Itina Global Solutions recently received a new service request from a client. To execute this request, the managing director of the company sends out an email to all employees, containing details of the work that needs to be accomplished. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 51

When the managing director of a multinational company explained to his subordinates why the company had to reduce their incentives the previous month, he was engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 52

Rebecca, an employee at Ecoz International, is often subjected to sexual harassment at the workplace. She decides to inform the head of the human resources department about this problem. She writes an email to him in which she describes her manager's perverse behavior toward her and other female employees. In this case, Rebecca is engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 53

A group of newly recruited employees were bullied by senior members of the facilities team. Jodie, one the team members who witnessed the event, wrote a letter to the head of her division describing the bullying incident. In this case, Jodie is engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 54

Bono Group, a textile company, is moving its head office to another city. The top-level executives send out mass emails to communicate this message to all its employees. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 55

Harrison Corp. wants to raise its level of service to enhance customer experience. The board of directors send out an email containing a message of encouragement directed toward the employees. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 56

Jonah is an efficient member of the design team at Cheer Advertising. However, he is often burdened with extra work that forces him to work overtime. Frustrated by this situation, he writes an email to the head of the design department expressing the difficulties he is facing at work. In the given scenario, Jonah is engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 57

Alfred, an architect at Abode Inc., uses the term "spatial organization" while communicating to his client. The client is unable to understand the term used by Alfred. In this scenario, the term "spatial organization" exemplifies _____.

A) a misnomer
B) an allegory
C) jargon
D) feedback

Question 58

Sun Downers is a company that manufactures sunglasses for women. Stephanie, the owner of the company, meets with her subordinates regularly to discuss new designs and attractive offers that would appeal to the company's targeted customer base. One of her employees suggests that the company should launch a new collection of aviator sunglasses for the upcoming season. In this case, the employee's suggestion is an example of _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 59

Ethereal Feels is a food catering company. It wants to revamp its business in order to expand its customer base. The top management of the company makes an official announcement to all its employees about its new business model. In the context of formal communication channels, this scenario illustrates _____.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 60

In the context of formal communication channels, _____ is used to encourage lower-level managers and employees to participate in organizational decision making.

A) downward communication
B) upward communication
C) horizontal communication
D) lateral communication

Question 61

In the context of nonverbal communication, _____ include arm and hand gestures, facial expressions, eye contact, folding arms, crossing legs, and leaning toward or away from another person.

A) proxemics
B) kinesics
C) paralanguages
D) metalanguages

Question 62

Xanat is grief-stricken after the death of her mother. Consequently, her productivity at work is suffering. Humberto, her supervisor, calls her for a meeting to discuss her deteriorating performance. Xanat tells him that she is finding it difficult to concentrate at work after her mother's death. Humberto recommends that Xanat should seek help from the company's Employee Assistance Program. This scenario illustrates the concept of _____.

A) closure
B) counseling
C) coaching
D) orientation

Question 63

When the finance team at Romple & Co. found out that the company made it to the list of the most profitable companies of the year, they patted each other's shoulders in excitement. In this scenario, patting is an example of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 64

Unlike upward communication, horizontal communication:

A) is usually seen in organizations with centralized authority.
B) helps higher-level managers assess organizational performance and effectiveness.
C) helps people at the same organizational level resolve conflicts without involving high levels of management.
D) encourages those at lower levels in an organization to share their concerns with higher-level authorities.

Question 65

In the context of nonverbal communication, _____ are movements of the body and face.

A) proxemics
B) kinesics
C) metalanguages
D) paralanguages

Question 66

Mia found some food lying in her fridge. It must have been spoilt because as soon as she smelled the food, her nose wrinkled. In this scenario, nose wrinkling is an example of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 67

Which of the following is true of grapevines?

A) Studies show that grapevines are highly inaccurate sources of information.
B) They rarely involve any form of physical interaction and are discreet to a large extent.
C) Research shows that grapevines are slower than formal communication channels.
D) They arise out of informal communication networks such as the gossip or cluster chains.

Question 68

_____ is a type of one-on-one communication that involves communicating with someone for the direct purpose of improving the person's on-the-job performance or behavior.

A) Upward communication
B) Coaching
C) Counseling
D) Incongruent communication

Question 69

Which of the following is a similarity between a cluster chain and a gossip chain?

A) Both need to be curbed by management to maintain good work ethics in the workplace.
B) Both seldom involve face-to-face conversations.
C) Both result in the circulation of highly unreliable information.
D) Both allow information to flow freely and quickly through an organization.

Question 70

When Victor informed his boss that the work he was assigned would take longer than the allotted time to complete, his boss looked suspiciously at him with a raised eyebrow. In this case, raising an eyebrow is an example of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 71

When the chief executive officer of a large corporation received an award for groundbreaking performance at an award ceremony, the employees of the company applauded for him and gave him a standing ovation. Applauses and standing ovations are examples of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 72

_____ is a type of one-on-one communication that involves communicating with someone about non-job-related issues that may be affecting or interfering with the person's performance.

A) Coaching
B) Upward communication
C) Counseling
D) Incongruent communication

Question 73

Organizational grapevines can be managed by:

A) withholding information from employees.
B) punishing those who share information with other employees.
C) consistently circulating gossip in the organization.
D) keeping employees informed about possible changes and strategies.

Question 74

Misha is a new employee at Jonas Inc. He regularly seeks guidance from Nathan, a senior employee, on how to perform his job-related tasks effectively. This scenario illustrates the concept of _____.

A) apprenticeship
B) counseling
C) coaching
D) attribution

Question 75

Most of the information in a company:

A) is conveyed through downward communication channels.
B) is conveyed using upward communication.
C) moves along organizational grapevines.
D) moves through formal communication channels.

Question 76

Devin, a junior sales coordinator, is resigning from his job. He writes an email to the top-level officials of his company and expresses his gratitude toward them for providing him with a fulfilling on-the-job experience. In this case, Devin is engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) informal communication

Question 77

Which of the following is one of the mistakes that managers tend to make when they are coaching employees?

A) They directly discuss employees' on-the-job performance with them.
B) They wait too long before talking to employees about a problem.
C) They respond soon after an incident of poor performance.
D) They start coaching employees before a problem arises.

Question 78

A _____ is an informal communication network that involves numerous people in an organization sharing information with some of their friends, which leads the shared information to flow freely and quickly through the organization.

A) gossip chain
B) cluster chain
C) wheel network
D) circle network

Question 79

In the context of formal communication channels, a day-shift nurse coming in at 7:30 a.m. for a half-hour discussion with the midnight nurse supervisor who leaves at 8:00 a.m. is an example of _____.

A) incongruent communication
B) upward communication
C) horizontal communication
D) downward communication

Question 80

Sam and Dean are graphic designers at Warren Corp. As part of their work, they often coordinate with each other. In this scenario, Sam and Dean engage in _____.

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