Deck 16: Communication and Information

Question 1

Responsibility for completeness requires an active listener to make sure he or she has heard the speaker's entire message.

Answer 1

True
Explanation: Many listeners understand the first part of a speaker's message then tune out, failing to understand the complete sentiment that is being expressed. Responsibility for completeness puts the responsibility of hearing the entire message on the listener's shoulders.

Question 2

A channel is an actual physical product.

Answer 2

False
Explanation: A channel is the medium through which a message travels, not a physical product. The medium for a written message, for example, is a book or newspaper. The medium for a gesture is the human body or face. The medium for a spoken sound message is the air.

Question 3

When information is passed to senior level managers, it is usually edited and filtered to put the speaker in the best possible light.

Answer 3

True
Explanation: Speakers must summarize and invariably do so to their own advantage.

Question 4

Body language and facial expressions are the only forms of nonverbal communication.

Question 5

An example of filtering is telling your boss what he or she wants to hear.

Question 6

Feedback is a response that confirms a message.

Question 7

Nonverbal communication is a minor part of the communication that takes place during a conversation.

Question 8

In order to be sent, a message needs to be decoded.

Question 9

Some messages do not need to be converted to symbolic forms to be sent.

Question 10

Success in communication always involves reasoning skills.

Question 11

Everything a manager does involves communication.

Question 12

One disadvantage of verbal communication is that it is hard to get feedback.

Question 13

Verbal intonation can be a part of written communication.

Question 14

One advantage of a written communication is that it provides a record of the information.

Question 15

Verbal intonation refers to how loud the speaker speaks.

Question 16

Selective perception involves deception on the part of the person sending a message.

Question 17

Filtering refers to how a listener hears only what he or she wants to hear.

Question 18

Emotions can cause a single message to be interpreted in two different ways.

Question 19

Active listening requires a listener to have empathy, the ability to listen without making premature judgments when listening.

Question 20

Jargon never improves communication.

Question 21

The average person can take in information at a much faster rate than is communicated through speech.

Question 22

Selective perception involves a listener hearing what he or she wants to hear.

Question 23

An active listener should never interrupt the speaker by asking questions.

Question 24

Language that is acceptable for one audience can be a barrier to effective communication for another audience.

Question 25

The purpose of feedback is to ensure that a message was received and understood.

Question 26

A drawback to instant messaging is that it creates security problems.

Question 27

Most shorthand abbreviation messages originate in the "culture" of text messaging.

Question 28

Electronic communication is not admissible in court, so employees don't need to worry about what they say online.

Question 29

A good rule of thumb is never to try to communicate an important message until your emotions are under control.

Question 30

Jargon has no place in effective communication.

Question 31

There is no difference between males and females in communication style.

Question 32

Active listening requires making super-quick judgments immediately after a person begins speaking.

Question 33

Communication in the U.S. business world typically does not strive for clarity.

Question 34

Companies save money without suffering any negative consequences by using email to replace large face-to-face meetings.

Question 35

Members of a company sharing efficient shortcuts in a complex computer software program is an example of knowledge management.

Question 36

Emotions rarely interfere with effective communication.

Question 37

In Japan, managers use formal communication to seek consensus.

Question 38

Nonverbal communication is an important part of active listening.

Question 39

In the United States, most managers tend to prefer informal over formal communication.

Question 40

In today's world, modern devices prevent the possibility of information overload.

Question 41

In order to transmit a message, the thought originating with the sender must be ________ to symbolic form.

A) decoded
B) encoded
C) deciphered
D) expanded

Question 42

You would expect to find a grapevine with the most accurate rumors in ________ organization.

A) an organic
B) a mechanistic
C) a hierarchical
D) an authoritative

Question 43

An example of nonverbal communication is ________.

A) an email
B) a smile
C) a whisper
D) a voice mail

Question 44

The great advantage of a written message is that it ________.

A) is informal
B) is easy to provide feedback for
C) is unambiguous
D) provides a permanent record

Question 45

Which of the following is a disadvantage of written communication?

A) vague
B) time-consuming
C) not permanent
D) hard to store

Question 46

Verbal intonation is a form of ________.

A) verbal communication
B) body language
C) nonverbal communication
D) facial expression

Question 47

Along the grapevine, ________.

A) good news travels fastest
B) bad news travels slowly
C) good news travels slowest
D) bad news travels fastest

Question 48

A ________ is the actual physical product encoded by the source.

A) channel
B) message
C) thought
D) source

Question 49

The final link in the communication process is ________.

A) encoding
B) decoding
C) channeling
D) feedback

Question 50

The communication process begins with this.

A) a receiver
B) a message
C) a thought or purpose
D) an encoded message

Question 51

Four conditions influence the content of an encoded message: the skills, attitudes, knowledge, and ________ of the sender.

A) social-cultural system
B) environmental conditions
C) volume
D) political conditions

Question 52

Skills, attitudes, knowledge, and social cultural systems affect ________.

A) the sender only
B) the receiver only
C) neither the sender nor the receiver
D) both the sender and the receiver

Question 53

The manager has control over all three components of customer service interactions.

Question 54

A live singing performance allows the audience to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) body language, facial expressions, and verbal intonation as

Question 55

Feedback is a message that travels from ________.

A) encoder to receiver
B) source to decoder
C) the original receiver to the original sender
D) the original sender to the original receiver

Question 56

Reading is an example of this communication step.

A) feedback
B) encoding
C) sending
D) decoding

Question 57

For managers, communication can't be overemphasized because ________ requires communication.

A) decision making
B) planning
C) supervising and monitoring employees
D) everything a manager does

Question 58

A spelling mistake in a message is an example of ________.

A) an encoding error
B) a decoding error
C) a transmission error
D) a receiver error

Question 59

The channel is the ________.

A) actual physical product from the source that conveys a purpose
B) person who receives the message
C) medium that the messages travels through
D) person who sends the message

Question 60

Which communication sequence is correct?

A) sender → decoding → channel → encoding → receiver
B) sender → channel → medium → decoding → receiver
C) source → sender → encoding → decoding → receiver
D) sender → encoding → channel → decoding → receiver

Question 61

One particularly effective form of providing feedback is for the receiver to ________.

A) raise a hand to show that the message was received
B) state "message received" out loud
C) restate the message in his or her own words
D) send a written message that states "message received"

Question 62

Jargon can be very useful for communication ________.

A) within a specialized, close-knit group
B) between people who speak different languages
C) outside of a specialized, close-knit group
D) between males and females

Question 63

Feedback ________.

A) can be spoken, nonverbal, or written
B) must be spoken
C) must be written
D) can be spoken, verbal, or oral

Question 64

When an auto executive who is upset because his teenage son got suspended from school ends up nixing new design plans for no apparent reason, communication has been distorted by this.

A) selective perception
B) emotion
C) filtering
D) gender

Question 65

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

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

Question 66

When an auto industry manager raves about plans for a new car design and fails to see the flaws in the model, he is engaging in this.

A) selective perception
B) filtering
C) emotion
D) information overload

Question 67

Reading a movie script allows you to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal

Question 68

Auto company engineers want technical terms such as limited slip differential used in car ads. Ad execs, on the other hand, don't want these terms used. The cause of their disagreement is ________.

A) emotion
B) selective perception
C) language
D) gender

Question 69

The difference between male and female styles of communication exists ________.

A) in every culture
B) only in the United States
C) only in western cultures
D) only in Asian cultures

Question 70

Japanese managers tend to rely on this style of communication.

A) formal and written
B) formal and unwritten
C) informal and verbal
D) verbal and formal

Question 71

Listening to a singing performance on the radio allows a listener to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal

Question 72

When an auto executive fails to notice an important demographics report in her overstuffed inbox before going to a meeting, she is likely to be suffering from this.

A) information overload
B) emotion
C) filtering
D) gender

Question 73

Watching a movie in a foreign language you don't understand without subtitles allows you to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) both verbal and nonverbal

Question 74

The purpose of feedback is to determine whether a message was ________.

A) received
B) received and understood
C) worth sending
D) verbal or nonverbal

Question 75

This is the PRIMARY reason for why managers often travel long distances to have a face-to-face meeting with someone.

A) It shows respect.
B) Most communication is done through body language.
C) Other forms of communication have security concerns.
D) It communicates a sense of power, rank, and mobility.

Question 76

When an auto designer's presentation of a new design shows all of the good features of the design but fails to mention the poor gas mileage that the model will get, she is engaging in this.

A) emotion
B) selective perception
C) information overload
D) filtering

Question 77

U.S. managers tend to rely on this style of communication.

A) formal and written
B) informal and unwritten
C) verbal and informal
D) verbal and formal

Question 78

________ is the deliberate manipulation of information by the sender to make it appear more favorable to the receiver.

A) Selective perception
B) Information overload
C) Jargon
D) Filtering

Question 79

Filtering tends to be more prevalent in this kind of organization.

A) organic
B) highly vertical
C) highly horizontal
D) nonmechanistic

Question 80

Jargon tends to cause problems when it is used ________.

A) within a specialized, close-knit group
B) as shorthand for technical terms
C) outside of a specialized, close-knit group
D) in spoken rather than written language