Deck 11: Communication

Question 1

Formal channels traditionally follow the ________ within an organization.

A) communication chain
B) authority chain
C) influence chain
D) transmission chain
E) social chain

Answer 1

B

Question 2

Today Marci's boss entered her cubicle and told her that her work has been fantastic, and that because of her last project the client is going to give the company all of their business. Marci's boss continued to talk about what a great job she's doing. When her boss left Marci felt very confident and satisfied with herself and her job. Marci's boss uses communication in which of the following functions?

A) control
B) motivation
C) emotional expression
D) information
E) reprimand

Answer 2

B

Question 3

Helena and Laura were talking on the phone. Laura's two year old son fell and started crying and Laura could no longer hear what Helena said. This is an example of ________.

A) transmitting
B) decoding
C) noise
D) understanding
E) analysis

Answer 3

C

Question 4

A receiver who translates a sender's message is engaging in the process of ________.

A) encoding
B) decoding
C) transmission
D) feedback
E) recoding

Question 5

Which function of communication transmits the data necessary for decision-making?

A) emotional expression
B) information
C) control
D) motivation
E) all of the above

Question 6

The communication used by managers to provide job instructions is ________ communication.

A) downward
B) lateral
C) formal
D) directional
E) diagonal

Question 7

The medium through which communication travels is called a ________.

A) transmission
B) message
C) media
D) channel
E) vessel

Question 8

Communication serves all of the following functions within a group or organization except ________.

A) motivation
B) planning
C) emotional expression
D) control
E) conveying information

Question 9

The receiver of a communication is most likely to ________ a message.

A) explain
B) reproduce
C) reflect
D) translate
E) discard

Question 10

Clarification to employees about how well they are doing, and what can be done to improve performance, are examples of which function of communication?

A) information
B) control
C) motivation
D) emotional expression
E) none of the above

Question 11

What step determines whether understanding has been achieved during the communication process?

A) decoding
B) feedback
C) channel
D) encoding
E) transmission

Question 12

All of the following are examples of downward communication flows except ________.

A) managers assigning goals
B) managers informing employees of procedures
C) managers pointing out problems that need attention
D) employees completing attitude surveys
E) managers telling employees to work more quickly

Question 13

Ana is trying to finish an account analysis for a client, but she's missing data. She e-mails Claire in database administration to launch a query and get back to her. Claire quickly sends Ana the data that she needs. This is an example of ________ communication.

A) motivation
B) control
C) information
D) emotion
E) reprimand

Question 14

Alejandro is annoyed that the new recruit, Ben, is working faster than anyone else in the group, making the rest of the group look bad. In the company cafeteria Alejandro teases Ben and calls him the 'super recruit' and imitates his style of working so rapidly. Alejandro wants to intimidate Ben so that he will work slower. Which function of communication is Alejandro using by making fun of Ben?

A) motivation
B) control
C) expression
D) information
E) formal

Question 15

During communication, the ________ initiates a message by encoding a thought.

A) receiver
B) channel
C) sender
D) speaker
E) leader

Question 16

Which of the following is an example of downward communication flow?

A) suggestion boxes
B) envelope attitude surveys
C) feedback on job performance
D) identifying with and discussing problems with the boss
E) letters to your senator

Question 17

Communication must include both the ________ and the understanding of meaning.

A) transportation
B) interpretation
C) triaging
D) transference
E) intention

Question 18

John writes a memo to his employees. Putting his thoughts onto paper is an example of ________.

A) encoding
B) communicating
C) messaging
D) channeling
E) cryptography

Question 19

Chantel received an invitation to a web meeting that will take place at 3:00 p.m. She accepted the invitation. This is an example of ________.

A) formal channels of communication
B) spontaneous communication
C) feedback as a function of communication
D) informal channels of communication
E) emotional expression

Question 20

Formal guidelines and authority hierarchies are examples of which function of communication?

A) control
B) agreement
C) organization
D) information
E) all of the above

Question 21

Communication messages that are passed through a great many people will most likely suffer from which of the following?

A) disruption
B) distortion
C) lack of non-verbal cues
D) decoding
E) formal communication decay

Question 22

Which of the following is not a drawback of written messages?

A) They're time consuming.
B) They are unlikely to be well thought-out.
C) They lack built-in feedback mechanisms.
D) It is difficult for senders to confirm whether they have been received.
E) They may be misinterpreted by their receivers.

Question 23

What small-group network is most effective for facilitating the emergence of a leader?

A) chain
B) all-channel
C) wheel
D) direct
E) box

Question 24

Studies have shown that ________ percent of the information transmitted through the grapevine is accurate.

A) 55
B) 65
C) 75
D) 85
E) 100

Question 25

The ________ communication network is best illustrated by self-managed teams.

A) wheel
B) all-channel
C) interpersonal
D) circle
E) box

Question 26

When all communication is channeled through one central figure, a ________ communication network exists.

A) direct
B) chain
C) lateral
D) wheel
E) box

Question 27

Peter is working on a project. He feels that the parameters need to be changed to meet the client specifications. First he must talk to his immediate supervisor, who then discusses the issue with her department director. Peter is most likely part of which type of small-group network?

A) vertical
B) direct
C) chain
D) all-channel
E) box

Question 28

Messages conveyed through body movements and facial expressions are ________.

A) nonverbal communication
B) kinesics
C) physical characteristics
D) connotations
E) semantics

Question 29

All of the following are examples of nonverbal communication except ________.

A) intonations or emphasis
B) instant messaging
C) physical distance
D) facial expressions
E) hand gestures

Question 30

Rumors would most likely flourish in situations where there is ________.

A) well-communicated change
B) ambiguity
C) a trivial issue at hand
D) assurance by management
E) a chain communication style

Question 31

An informal communication network is typically called a ________.

A) gossip monger
B) grapevine
C) chain
D) contextual system
E) free acting system

Question 32

Communication that takes place among members of work groups at the same level is known as ________ communication.

A) tangential
B) cross-functional
C) job
D) lateral
E) downward

Question 33

Which of the following statements most accurately characterizes the grapevine?

A) It is used to serve the self-interests of outsiders.
B) It is perceived as being more reliable than formal communication.
C) It is generally used as an anti-management tool.
D) It is usually inaccurate.
E) It serves as a formal communication channel.

Question 34

In a(n) ________ communication network, any group member can actively communicate with any other member.

A) wheel
B) all-channel
C) interpersonal
D) circle
E) free

Question 35

In one study of the grapevine, it was found that only ________ percent of the executives participated by passing the information on to more than one other person.

A) 10
B) 15
C) 20
D) 25
E) 30

Question 36

Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of ________.

A) informal communication channels
B) formal communication channels
C) written communication
D) technological communication
E) none of the above

Question 37

When engaging in upward communication an employee should not ________.

A) reduce distractions
B) communicate in headlines
C) support ideas with action
D) prepare a speech
E) prepare an agenda

Question 38

A(n) ________ communication network occurs when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.

A) direct
B) all-channel
C) vertical
D) chain
E) horizontal

Question 39

What small-group network best serves to promote high member satisfaction?

A) direct
B) circle
C) wheel
D) all-channel
E) box

Question 40

Which of the following is not a characteristic of nonverbal communication?

A) intonation
B) universal meaning
C) facial expression
D) physical distance
E) meaningful information.

Question 41

Which of the following is not a recommendation to effectively manage e-mail?

A) Don't check e-mail in the morning.
B) Check e-mail throughout the day.
C) Check e-mail in batches.
D) Stop sending e-mail.
E) Unsubscribe to e-mail subscriptions.

Question 42

Which electronic communications tool is updated daily?

A) blogs
B) networking software
C) e-mail
D) text messaging
E) instant messaging

Question 43

Steven doesn't understand why Margarita isn't talking to him. He merely sent her an e-mail outlining what needs to be done to fix her project proposal. Which of the following e-mail limitations has Steven failed to understand?

A) misinterpreting messages
B) privacy concerns
C) time consuming nature
D) communicating negative messages
E) company confidentiality

Question 44

Jessica needs to describe her vision for an important ad campaign to three of the new team members. Jessica should ________.

A) send an e-mail.
B) schedule a meeting
C) write a memo
D) publish a formal report
E) leave voicemail for them

Question 45

With regard to the grapevine, a manager should try to ________.

A) ignore it
B) destroy it
C) limit its range and impact
D) use it to your advantage
E) all of the above

Question 46

Electronic communication includes all of the following except ________.

A) text messaging
B) teleconferencing
C) video conferencing
D) e-mail
E) blogs

Question 47

What form of electronic communications uses a portable communication device?

A) blogs
B) networking software
C) e-mail
D) text messaging
E) instant messaging

Question 48

Which of the following was the principal concern regarding information security for the majority of business executives in one study?

A) danger of system crashes from viruses
B) fear of hackers corrupting information systems
C) leaks of company information
D) information overload causing ineffectiveness
E) worker detachment due to low channel richness

Question 49

When a person manipulates information so that it will be seen more favorably by the receiver, he is ________.

A) using selective perception
B) filtering information
C) using politically correct communication
D) suffering from communication apprehension
E) using ineffective communication means

Question 50

What is the best indicator of choice of channel?

A) whether the sender is management or not
B) the time of day the message is sent
C) the target audience for the message
D) whether the message will be private or public
E) whether the message is routine or nonroutine

Question 51

When Neal Patterson, CEO of Cerner Corporation, sent his seething e-mail to 400 managers, he erred by selecting the wrong ________.

A) channel for his message
B) message
C) distribution
D) emotional charge
E) none of the above

Question 52

________ is when an individual's processing capacity can not handle the amount of information that it is receiving.

A) Information security
B) Information richness
C) On-call information
D) Information overload
E) Electronic information

Question 53

Which of the following channels of communication is lowest in richness?

A) video conferences
B) e-mail
C) pre-recorded speeches
D) memos and letters
E) telephone conversations

Question 54

Which element does not have to be present in order for a rumor to emerge?

A) anxiety
B) importance
C) confidence
D) ambiguity
E) secrecy

Question 55

What form of electronic communications is in "real" time?

A) blogs
B) networking software
C) e-mail
D) text messaging
E) instant messaging

Question 56

Which of the following is not a barrier to effective communication?

A) filtering
B) silence
C) selective perception
D) language
E) reality

Question 57

Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in ________.

A) filtering
B) selective perception
C) communication apprehension
D) emotional block
E) selective selection

Question 58

Facebook and MySpace are examples of what?

A) blogs
B) networking software
C) e-mail
D) text messaging
E) instant messaging

Question 59

There is a rumor in your organization that layoffs are inevitable. Which of the following is the least likely way to reduce the negative consequences of this rumor?

A) Explain decisions that may appear inconsistent or secretive.
B) Emphasize the downside, as well as the upside, of current decisions and future plans.
C) Discount the rumor.
D) Openly discuss worst case possibilities.
E) Discuss deadlines for decisions.

Question 60

Which of the following is not a benefit of e-mail as a communications tool?

A) E-mail messages can be quickly written, edited, and stored.
B) E-mail messages can be distributed to one person or thousands with a click of a mouse.
C) E-mail messages have less emotional content.
D) E-mail messages can be read at the recipient's convenience.
E) E-mail messages cost pennies to generate.

Question 61

In the communication process, decoding should precede encoding.

Question 62

What can managers do to make sure that important information isn't withheld from them through silence?

A) Assume that words are understood.
B) Listen to and support diverse opinions.
C) Deal with information overload.
D) Interpret what we see and call it reality.
E) Tell employees what they want to hear.

Question 63

Tannen's research indicates that men use talk to ________, while women use it to ________.

A) emphasize status; create connections
B) get promotions; problem-solve
C) establish blame; gossip
D) create networks; emphasize individualism
E) establish interdependence; create relationships

Question 64

Which of the following values is most important to low-context cultures?

A) status
B) directness
C) titles
D) trust
E) space

Question 65

Which of the following is not a result of silence as a communication barrier?

A) Managers lack information.
B) Problems will not escalate.
C) Management can not react to problems.
D) Silent employees have stress.
E) Problems remain ongoing.

Question 66

In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed ________.

A) evaluation
B) empathy
C) complicity
D) commiseration
E) apathy

Question 67

Which of the following is not something a manager should do to communicate better across cultures?

A) Suppose certain universal similarities.
B) Emphasize description rather than interpretation.
C) Practice empathy.
D) Assume differences until similarity is proven.
E) Treat interpretations as a working hypothesis.

Question 68

An interviewer who believes female applicants will put family ahead of career is using ________.

A) prejudice
B) selective perception
C) values judgment
D) filtering
E) projection

Question 69

Variables that influence the language a person uses include all of the following except ________.

A) age
B) incentives
C) education
D) cultural background
E) nationality

Question 70

James and Neung are negotiating a purchase from Neung's Tai corporation. James notices that Neung is very quiet. Rather than assume that Neung is upset at how the negotiations are going, James continues to discuss the details of how the purchase will ensue. Finally James closes the deal and later learns that Neung's quiet moments were respectful moments to allow James to reveal his deal. Which strategy did James use to succeed?

A) Suppose certain universal similarities.
B) Emphasize description rather than interpretation.
C) Practice empathy.
D) Assume differences until similarity is proven.
E) Treat interpretations as a working hypothesis.

Question 71

Which of the following would be least likely to pose a barrier to cross-cultural communications?

A) tone differences
B) word connotations
C) semantics
D) political correctness
E) tolerance of conflict

Question 72

Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called ________.

A) communication apprehension
B) filtering
C) selective perception
D) emotional block
E) projection

Question 73

Lateral communications are often created to short-circuit the vertical hierarchy within an organization.

Question 74

A benefit of e-mail as a communication tool is that it helps keep employee misunderstandings at a minimum due to its written nature.

Question 75

Of all the functions served by communication, providing information is the most important.

Question 76

If Albert is apprehensive regarding oral communication, which of the following behaviors is the least likely to display?

A) He prefers to talk on the phone.
B) He distorts the communication demands of his job.
C) He limits his oral communication and then tends to rationalize his behavior.
D) He relies on memos or letters.
E) He avoids face-to-face communication.

Question 77

________ cultures rely heavily on nonverbal and subtle situational cues when communicating with others.

A) High-context
B) Low-context
C) Neutral context
D) High-content
E) Low-content

Question 78

Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture?

A) Assume similarity until differences are proven.
B) Emphasize interpretation rather than evaluation and descriptions.
C) See the other's point of view.
D) Treat your interpretations as a confirmed hypothesis.
E) Make judgments quickly and decisively.

Question 79

The grapevine is perceived by most employees as being more believable and reliable than formal communiqués issued by management.

Question 80

The advantages of oral communication are precision and tangibility.