Deck 13: Managing Communication

Question 1

Face-to-face discussion is the richest channel, in terms of channel richness.

Answer 1

True

Question 2

Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication.

Answer 2

False

Question 3

Communication can break down if sender and receiver do not encode or decode language in the same way.

Answer 3

True

Question 4

The choice of a communication channel can convey a symbolic meaning to the receiver.

Question 5

Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers and bulletins.

Question 6

A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together.

Question 7

Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.

Question 8

Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.

Question 9

The sender must encode the message and select a communication channel after developing the message.

Question 10

Formulating in your mind what you are going to say next is an important part of effective listening.

Question 11

Managers spend 80 percent of every working day doing desk work.

Question 12

Impersonal written media, including flyers and bulletins, are the lowest in channel richness.

Question 13

An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension.

Question 14

Creating a climate of trust and openness is the most important thing managers can do to enhance organization communication.

Question 15

Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change.

Question 16

Routine messages tend to be simple and straightforward, such as conveying data or statistics.

Question 17

The process by which information is exchanged and understood by two or more people is the definition of communication.

Question 18

Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.

Question 19

By selecting rich channels managers can communicate nonroutine messages effectively.

Question 20

Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions.

Question 21

Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment.

Question 22

The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.

Question 23

Types of information generally communicated upwards include performance reports, suggestions for improvement, and performance feedback.

Question 24

Procedures and practices are downward communication topics that define the organization's rules, regulations,
benefits, and structural arrangements.

Question 25

A poor listener listens to central themes.

Question 26

The major problem with downward communication is drop off, the distortion or loss of message content.

Question 27

The topics covered in upward communication are indoctrination and implementation of goals and strategies.

Question 28

Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.

Question 29

Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking.

Question 30

Social media does not include blogs and wikis.

Question 31

refers to dialogue across boundaries and hierarchical levels about the team or organization's vision, critical strategic themes, and values that help achieve important goals.

A) Tactical discussion
B) Strategic conversation
C) Intentional chat
D) Calculated exchange
E) Deliberate talk

Question 32

Grapevine is a type of personal channel used in many organizations.

Question 33

Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.

Question 34

A good listener is passive and laid back.

Question 35

Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.

Question 36

Performance reports and suggestions for improvement are two types of upward communication.

Question 37

A formal communication channel is a communication channel that flows within the chain of command.

Question 38

An example of upward communication is performance feedback.

Question 39

Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh real-time link between organizations and customers, employees, the media, and investors.

Question 40

Communication is defined by the text as the process by which information is:

A) shared.
B) exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
C) received.
D) transmitted to others.
E) stored.

Question 41

A manager might use as a type of communication.

A) meetings
B) telephone conversations
C) talking informally
D) all of these
E) meetings and telephone conversations

Question 42

is necessary for communication to be considered two-way.

A) Message
B) Channel
C) Feedback
D) Noise
E) Circuit

Question 43

Which communication channel would be most successful to inform managers of impending company-wide layoff?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) None of these

Question 44

Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group?

A) Linear
B) Centralized
C) Decentralized
D) Focused
E) All of these

Question 45

Channel richness refers to the:

A) number of messages a channel can carry at one time.
B) speed in which messages can be carried.
C) amount of information that can be transmitted during a communication episode.
D) number of channels available at any one time.
E) profitability potential of a proposed channel.

Question 46

To be effective communicators, managers should:

A) focus primarily on enhancing downward communication in the organization.
B) enhance lateral communication opportunities by encouraging teams.
C) limit use of communication technology.
D) strictly push for face-to-face communication.
E) encourage the use of multiple channels of communication.

Question 47

refers to a team communication structure in which team members freely communicate with one another and arrive at decisions.

A) Decentralized network
B) Centralized network
C) Linear network
D) Circular network
E) Gossip structure

Question 48

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of:

A) listening.
B) nonverbal communication.
C) empathizing.
D) direct communication.
E) nuance communication.

Question 49

are examples of channels which managers might choose to use when communicating with employees.

A) Newsletter, telephone, and feedback
B) Telephone, electronic mail, and memo
C) Television, encoding, and letter
D) National newspapers and television
E) All of these

Question 50

The receiver the symbols to interpret the meaning of the message.

A) encodes
B) transmits
C) decodes
D) responds to
E) must ignore

Question 51

For complex problems, an _______network is most effective for swift, accurate problem resolution.

A) linear
B) centralized
C) decentralized
D) linear and centralized
E) all of these

Question 52

When a group of workers have routine tasks to perform, a communication structure allows more time for the task to be completed.

A) linear
B) centralized
C) decentralized
D) gossip
E) team

Question 53

and are potential sources for communication errors, because knowledge, attitudes, and background act as filters.

A) Encoding, channel
B) Encoding, noise
C) Decoding, channel
D) Decoding, encoding
E) Decoding, noise

Question 54

A centralized network is one in which:

A) team members are free to interact with any of the team members.
B) team members communicate through one individual to make decisions.
C) team members communicate with an assigned partner.
D) team members work independently and there is no need for communication.
E) none of these.

Question 55

Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 56

What are the key elements of communication?

A) Encoding, message, and feedback
B) Encoding, noise, and symbols
C) Message, circuit, and decoding
D) Feedback, message, and perception
E) Feedback, circuit, and perception

Question 57

Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?

A) Face-to-face
B) E-mail
C) Instant messaging
D) Telephone
E) Handwritten letter

Question 58

Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process?

A) Selecting a channel
B) Sifting through noise
C) Providing feedback
D) Encoding the message
E) Decoding the message

Question 59

refers to the amount of information that can be transmitted during a communication episode.

A) Channel richness
B) Electronic mail
C) Encoding
D) Upward communication
E) Feedback

Question 60

Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message?

A) Sender
B) Receiver
C) Channel
D) Filter
E) Middleman

Question 61

When informing your staff of the date for the company picnic, a would be most practical and successful.

A) memo
B) telephone
C) video conference
D) face-to-face contact
E) newspaper notice

Question 62

The term is defined as "an individual's level of fear or anxiety associated with either real or anticipated communication."

A) leadership trepidation
B) public consternation
C) anticipation nervousness
D) communication medium
E) communication apprehension

Question 63

does not focus on a single receiver, uses limited information cues, and does not permit feedback.

A) Bulletins
B) Telephone conversations
C) Video conference
D) Face-to-face contact
E) A personal memo

Question 64

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as:

A) non-routine messages.
B) routine messages.
C) instant messages.
D) grapevine messages.
E) qualitative messages.

Question 65

Good listeners exhibit all of the following characteristics EXCEPT:

A) asking questions.
B) having preconceptions.
C) tolerates bad habits.
D) judges content, not delivery errors.
E) all of these.

Question 66

An example of non-verbal communication is all of these except:

A) posture.
B) facial expression.
C) voice.
D) written memo.
E) body language

Question 67

Keys to effective listening include all of the following EXCEPT:

A) find areas of interest.
B) listen for ideas.
C) be responsive.
D) have preconceptions.
E) all of these are keys to effective listening.

Question 68

Characteristics of a good listener are someone who:

A) asks questions, listens for facts, and avoids distractions.
B) asks questions, summarizes, and listens to central themes.
C) shows interest, judges content, and has preconceptions.
D) listens between lines, starts to argue, and works hard.
E) shows interest, works hard, and starts to argue.

Question 69

Which of the following comprises the lowest channel richness?

A) Electronic mail
B) Bulletins
C) Face-to-face talk
D) Telephone
E) Memos

Question 70

Which of the following isare) part of keys to effective listening?

A) Listen for facts
B) Listen for ideas
C) Be passive, laid back
D) Have preconceptions
E) All of these

Question 71

Which of these is the richest medium for communication?

A) Telephone conversations
B) Face-to-face contact
C) Electronic media
D) Written media
E) Voice mail

Question 72

Highly successful salespeople spend of a sales call letting the customer talk.

A) 15-20 percent
B) 40-50 percent
C) 60-70 percent
D) all
E) none

Question 73

The skills of require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.

A) communication
B) listening
C) managing
D) reception
E) telling

Question 74

is defined as communication transmitted through actions and behaviors rather than through words.

A) Verbal communication
B) Oral communication
C) Written communication
D) Nonverbal communication
E) Electronic mail

Question 75

What percentage of a manager's time is spent in direct communication?

A) 20 percent
B) 100 percent
C) 50 percent
D) 80 percent
E) 40 percent

Question 76

Non-verbal communication has the biggest impact when using .

A) video conference
B) telephone
C) formal letter
D) face to face communication
E) newspaper article

Question 77

Listening is of effective communication.

A) 10 percent
B) 25 percent
C) 40 percent
D) 50 percent
E) 75 percent

Question 78

Most executives now believe that important information flows from the:

A) top down.
B) bottom up.
C) diagonal level.
D) horizontal level to diagonal level.
E) internal to external.

Question 79

The capacity of an information channel is influenced by all of these except:

A) the ability to establish a personal focus.
B) the ability to handle multiple cues simultaneously.
C) the ability to facilitate rapid, two-way feedback.
D) the ability to minimize costs.
E) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.

Question 80

refers) to typically ambiguous, concern novel events, and impose great potential for misunderstanding.

A) Nonroutine messages
B) Channel richness
C) Routine messages
D) Feedback
E) Nonverbal communications