Deck 17: Communication

Question 1

Instant messaging is electronic communication that allows users to see who is connected to a network and share information instantly.

Answer 1

True

Question 2

The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.

Answer 2

True

Question 3

Managers spend 80 percent of every working day reading or writing.

Answer 3

False

Question 4

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

Question 5

Presenting hard facts and figures has the same power as telling vivid stories.

Question 6

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

Question 7

After developing the message, the sender must encode the message and select a communication channel.

Question 8

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

Question 9

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

Question 10

Communication apprehension is an individual's level of fear or anxiety associated with interpersonal communications.

Question 11

The advantage of a two-way communication is that it is perceived the same in all situations, even if a sender and receiver encodes or decodes language differently.

Question 12

Communication permeates every management function.

Question 13

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

Question 14

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

Question 15

Communication is the process by which information is transmitted from the speaker to the listener.

Question 16

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

Question 17

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

Question 18

Only by selecting rich channels can managers communicate nonroutine messages effectively.

Question 19

Communication is defined as the process by which information is exchanged and understood by two or more people.

Question 20

When verbal and nonverbal messages are contradictory, the receiver usually will give more weight to behavioral actions than to verbal messages.

Question 21

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

Question 22

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

Question 23

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

Question 24

A few individuals each convey information to several others in a gossip chain.

Question 25

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 26

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

Question 27

According to Unlocking Innovative Solutions Through PEOPLE in Chapter 17, Kwik-Fit Financial Services used communication to go from being perceived as a company that doesn't care about its workers to one where employees feel they matter.

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

Performance feedback is an example of upward communication.

Question 30

Personal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.

Question 31

The grapevine is an informal, person-to-person communication network of employees that is not officially sanctioned by the organization.

Question 32

Two types of personal channels used in many organizations are MBWA and grapevine.

Question 33

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

Question 34

Downward communication is the most familiar and obvious flow of informal communication.

Question 35

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

Question 36

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

Question 37

In centralized networks, team members must communicate through one individual to solve problems or make decisions.

Question 38

The lateral or diagonal exchange of messages among peers or coworkers is horizontal communication.

Question 39

Personal networking is acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries.

Question 40

Management by walking around is a communication technique in which managers interact directly with workers to exchange information.

Question 41

A discussion is often resolved by logic or "beating down" opponents, whereas, dialogue asks that participants suspend their attachments to a particular viewpoint so that a deeper level of listening, synthesis, and meaning can evolve from the group.

Question 42

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

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

Question 43

__________ 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 44

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 45

__________ is the richest medium for communication.

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

Question 46

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 47

What kinds of skills are fundamental necessities in every part of a manager's job?

A) Organizational
B) Communication
C) MBWA
D) Analysis
E) Punishment

Question 48

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?

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

Question 49

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 50

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 51

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 52

In the new workplace, learning occurs when managers use evaluation and communication to help individuals and the organization learn and improve.

Question 53

Which of these is necessary for communication to be considered two-way?

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

Question 54

__________ 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 55

Types of individual barriers to communication are interpersonal dynamics, semantics, and inconsistent cues.

Question 56

Types of organizational barriers to communication are interpersonal dynamics, semantics, and inconsistent cues.

Question 57

Which of these 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 58

The job of the __________, in the communication process, is to decode the symbols and interpret the meaning of the message.

A) sender
B) receiver
C) channel
D) filter
E) middleman

Question 59

Types of organizational barriers to communication are status and power differences, differences across departments in terms of needs and goals, absence of formal channels, and communication flow.

Question 60

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 61

You invite one of your employees to your office to talk about his performance. Which of the following seating arrangements will suggest to him that you are the person in charge?

A) You sit in an easy chair and your employee sits on the sofa.
B) You sit behind your desk and your employee sits in a chair on the opposite side.
C) You both sit side by side around a table.
D) You sit in a sofa and your employee sits in an easy chair.
E) You both sit on the floor.

Question 62

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

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

Question 63

To persuade and influence, managers connect with others by using

A) a policy manual.
B) symbols, metaphors, and stories.
C) statistical facts and figures.
D) rules and regulations.
E) external consultants.

Question 64

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 65

To inform managers of impending company-wide layoff, which communication channel would be most successful?

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

Question 66

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 67

__________ is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization.

A) Formal communication
B) Horizontal communication
C) Downward communication
D) Upward communication
E) Diagonal communication

Question 68

Downward communication is usually used to communicate information about all of the following EXCEPT

A) indoctrination.
B) procedures.
C) performance feedback.
D) suggestions for improvement.
E) implementation of goals.

Question 69

A communication transmitted through actions and behaviors rather than through words is known as

A) verbal communication.
B) oral communication.
C) written communication.
D) nonverbal communication.
E) electronic mail.

Question 70

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 71

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 72

__________ is the most familiar and obvious flow of formal communication.

A) Downward communication
B) Gossips
C) Horizontal communication
D) Upward communication
E) Vertical communication

Question 73

Information distortion or loss of message content is a major problem with

A) upward communication.
B) formal communication.
C) downward communication.
D) informal communication.
E) horizontal communication.

Question 74

Which of these mediums for communication 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 75

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 76

Which of the following is(are) 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 77

__________ comprises the lowest channel richness.

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

Question 78

When informing your staff of the date for the company picnic, which communication channel would be most practical and successful?

A) Memo
B) Telephone
C) Video conference
D) Face to face contact
E) A newspaper notice

Question 79

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 80

Which of these is 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