Deck 15: Influencing and Communication

Question 1

The capacity of people to recognize their own feelings and the feelings of others is called motivational intelligence.

Answer 1

False

Question 2

The basic elements of the interpersonal communication process are the source, the encoder, and the decoder.

Answer 2

False

Question 3

The gossip grapevine tends to distort messages more than any other grapevine pattern.

Answer 3

False

Question 4

Managers transform a portion of organizational resources into appropriate organization member behavior mainly by performing activities such as leading and communicating.

Question 5

The communication source's view of the destination is a microbarrier of communication.

Question 6

Good communicators consult with others when planning communications.

Question 7

Messages tend to become more distorted as the length of the series increases in serial transmission.

Question 8

The process of guiding the activities of organization members in appropriate directions is called controlling.

Question 9

Stimuli that compete with the communication message for the attention of the destination are called noise.

Question 10

The two primary factors that influence how a stimulus is perceived are the destination's education level and the destination's amount of experience.

Question 11

A manager sends an e-mail to all the employees in his department. This is an example of serial transmission.

Question 12

The increasing need for information in today's society is an example of a microbarrier to communication.

Question 13

Feedback is the destination's verbal reaction to a message in interpersonal communications.

Question 14

In order to be a good listener, one should avoid asking questions.

Question 15

Organizational communication that follows the line of the organization chart is called formal organizational communication.

Question 16

One strategy for encouraging formal organizational communication is to ensure that all organization members have free access to formal communication channels.

Question 17

Gestures, vocal tones, and facial expressions are forms of nonverbal communication.

Question 18

Lateral organizational communication relates primarily to the direction and control of employees.

Question 19

A message that has been transmitted from one person to another is called a "signal."

Question 20

Communication is considered a supplementary management skill rather than a fundamental management skill.

Question 21

Which of the following is a communication macrobarrier?

A) need for complex information
B) destination's view of the source
C) message interference
D) receivers' perception
E) multimeaning words

Question 22

NTR Technologies is a leading publishing company. The company has operations in twenty seven countries spread across four continents. Because of the magnitude of the company's operations, it faces many communication challenges. One major challenge facing the organization is the increasing need for updated information. Some of the statistics that the company publishes in books become outdated even before the books reach its customers. The company, on an average, makes 25 percent changes in content when releasing editions of books. Which of the following is most similar to the communication problem faced by NTR?

A) Altratex Apparels, an exporter in the United States, faces problems when communicating with the employees and customers in the developing countries due to noisy telephonic channels.
B) Arthur is the manager of a software company that creates application software. He feels under pressure to learn and adapt to newer technological advancements governing the software industry.
C) RFX International, a multinational company, was recently involved in an accounting scandal; the company's customers do not trust the company's marketing messages anymore.
D) RBR Products, a retail chain in the United States, faces problems in designing its marketing messages as a majority of its customers are uneducated and live in rural areas.
E) Textron Technologies, a multinational electronic manufacturer, uses visual oriented advertisements to overcome language barriers. However, these messages are often perceived in the wrong way by its target customers.

Question 23

Which of the following is considered a microbarrier to organizational communication?

A) need for better information
B) need to learn new concepts
C) need to learn new languages
D) need to process complex information
E) individuals' perception of messages

Question 24

The person in the interpersonal communication situation who originates and encodes information to be shared with another person is called the ________.

A) presenter
B) channel
C) administrator
D) medium
E) source

Question 25

Which of the following is the most complete and accurate description of communication barriers?

A) factors that decrease the probability that communication will be successful
B) aspects that allow unwanted entities to participate in the communication process
C) external stimuli that interfere with transmission of messages from the sender to the receiver
D) innate factors in the receiver that influence the interpretation of a message
E) attributes that lead to environmental noise and organizational stress

Question 26

You are speaking to one of your professors. You tell the professor that you are satisfied with the grades that you have received. In this communication situation you are a(n) ________.

A) encoder
B) message channel
C) signal channel
D) decoder
E) receiver

Question 27

Primary management activities such as communicating, leading, and motivating are considered ________.

A) influencing processes
B) organizational outputs
C) internal resources
D) external resources
E) organizational inputs

Question 28

Encoded information the source intends to share with another person is called a(n) ________.

A) rumor
B) message
C) signal
D) medium
E) code

Question 29

Which of the following is the primary purpose of the influencing subsystem?

A) elimination of organizational grapevine
B) business process restructuring
C) attainment of management objectives
D) manipulation of critical information
E) elimination of organizational conflicts

Question 30

Trot is the CEO of a consulting firm. He plays a key role in guiding the activities of organization members in appropriate directions. This role performed by Trot can be called ________.

A) communicating
B) influencing
C) collaborating
D) motivating
E) coaching

Question 31

Which of the following is an example of a macrobarrier when a manager communicates with his or her subordinates?

A) The manager considers the subordinates to be irresponsible and unprofessional.
B) The subordinates have a strong negative attitude toward the manager.
C) The subordinates constitute a diverse population and speak different languages.
D) The manager uses words that have multiple meanings.
E) The manager is a specialist in information technology and tends to use technical jargon.

Question 32

________ is the process of guiding the activities of organization members in appropriate directions.

A) Communicating
B) Influencing
C) Controlling
D) Planning
E) Organizing

Question 33

Which of the following is considered a primary managing activity?

A) building corporate culture
B) reducing conflicts
C) eliminating workplace stress
D) creating norms
E) maintaining work-life balance

Question 34

________ is the process of converting messages back into information.

A) Decoding
B) Encoding
C) Derivation
D) Paraphrasing
E) Rewording

Question 35

Which of the following is considered a fundamental managerial skill?

A) technical skills
B) communication abilities
C) charismatic leadership
D) ability to maintain status quo
E) ability to regulate procedures

Question 36

A signal refers to ________.

A) a decoded message with the receiver
B) the medium used to encode a message
C) a nonverbal clue provided by a communicator
D) the medium used to transmit a message
E) a message transmitted from one person to another

Question 37

The capacity of people to recognize their own feelings and the feelings of others, to motivate themselves, and to manage their own feelings as well as the emotions in relationships with others, is called ________.

A) emotional intelligence
B) business intelligence
C) social emotional learning
D) affective science
E) competitive intelligence

Question 38

Which of the following terms best represents the capacity of people to recognize their own feelings and the feelings of others, to motivate themselves, and to manage their own feelings as well as the feelings in relationships with others?

A) consideration
B) interpersonal skills
C) compassion
D) emotional intelligence
E) assertiveness

Question 39

An individual's emotional intelligence is characterized by self-awareness, self-motivation, self-regulation, empathy for others, and ________.

A) systems thinking
B) formal communication abilities
C) openness to experience
D) adeptness in building relationships
E) superior intellectual capabilities

Question 40

________ is the process of sharing information with other individuals.

A) Delegation
B) Communication
C) Allocation
D) Authorization
E) Distribution

Question 41

What is the major purpose of feedback in the communication process?

A) It is used by the source to ensure successful communication.
B) It can be used to boost the legitimate power of managers.
C) It provides formal documentation of the communication process.
D) It helps the source avoid questions from the destination.
E) It fosters lateral communication in the organization.

Question 42

Which of the following is most likely to encourage upward formal communication?

A) performance reviews
B) position descriptions
C) closed-door policies
D) suggestion systems
E) grapevine

Question 43

The head of the HR department meets with the head of the production department to discuss the production team's staffing needs for the next two quarters. This is an example of ________.

A) upward communication
B) downward communication
C) informal communication
D) lateral communication
E) external communication

Question 44

Only through ________ can departmental relationships be coordinated well enough to enhance the attainment of management system objectives.

A) upward communication
B) lateral communication
C) downward communication
D) informal communication networks
E) internal upward communication

Question 45

Which of the following is considered the first step toward effective communication?

A) clarifying the idea or problem to be communicated
B) examining the true purpose of communication
C) consulting with others in planning communication
D) identifying actions that support the message being communicated
E) understanding the total physical and human setting

Question 46

Which of the following is a common downward organizational communication tool?

A) position descriptions
B) grievance procedures
C) attitude surveys
D) suggestion systems
E) socialization programs

Question 47

American Visual Network, Inc., a media and entertainment company, is involved in the production, distribution, and marketing of television programs and Internet broadcasting. The company uses various techniques to promote internal communication. Which of the following programs of the company is an example of upward communication?

A) The company describes its management objectives on its Web site.
B) The management philosophy is communicated to employees through training manuals.
C) The company conducts an attitude survey to understand employees' opinion of the management.
D) The company conducts a collaborative training program to improve coordination between different departments.
E) Product training programs are conducted for newly recruited employees.

Question 48

George is the human resources manager of a small scale manufacturing company. Which of the following is the best example of nonverbal communication?

A) He sends an angry e-mail to one of the employees.
B) He uses a loud tone when speaking with a group of employees.
C) He uses words with implicit meanings when he talks to subordinates.
D) He prepares a performance appraisal report for one of the employees.
E) He uses harsh words during a meeting with one of his co-workers.

Question 49

To minimize the negative effects of the perceptual differences of receivers on interpersonal communication, managers should ________.

A) use verbal communication instead of visual communication
B) communicate only when they have the total attention of the destination
C) try to send messages with precise meanings
D) preferably communicate using casual terms and references
E) use low involvement channels for communication

Question 50

Which of the following observations is consistent with the "ten commandments of good communication"?

A) All communications should be planned by the sender alone.
B) Focus more on the content than the overtones in communication.
C) Avoid communication if the receiver cannot perceive it correctly.
D) Always plan communications with the past in mind.
E) Convey as much information as possible in each communication.

Question 51

Peterson is a salesperson. He considers nonverbal feedback to be extremely important when making a sales presentation. He can gather nonverbal feedback by ________.

A) providing the customer with visual aids instead of speaking to them
B) asking the customer to fill up a feedback form at the end of the presentation
C) repeating the message and asking for specific feedback
D) paying attention to the customer's facial expressions and gestures
E) using sales tests and trial closes that help to assess a situation

Question 52

Carolyn joins Arbitrar Consultants as a sales trainee. Her manager sends her an e-mail outlining her role and responsibilities and the specific tasks she will be in charge of at the company. This is an example of ________ communication.

A) upward
B) parallel
C) downward
D) horizontal
E) lateral

Question 53

Organizational communication that follows the lines of the organization chart is called ________.

A) connective communication
B) ceremonial communication
C) formal organizational communication
D) nonverbal communication
E) collaborative communication

Question 54

You are the manager of a legal consulting firm. Which of the following is an example of microbarrier of communication that you are likely to come across?

A) The firm has several international clients who speak different languages and have different cultures.
B) The legal data that your firm processes on a daily basis is increasingly becoming more complex.
C) The firm must keep abreast of the frequent changes that are made to laws and regulations in order to remain competitive.
D) The firm is forced to maintain a highly efficient information system to be able to access timely and accurate information
E) The firm's clients incorrectly perceive the information that is provided to them.

Question 55

Organizational philosophy is primarily conveyed through ________.

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

Question 56

Which of the following should the source do to gather nonverbal feedback?

A) observe the destination's gestures and facial expressions
B) ask the destination questions about the message
C) repeat the message and ask for specific feedback
D) ask the destination about how the message was perceived
E) use tests and procedures that suit the situation

Question 57

Many organizations implement grievance procedures to assist employees. Such procedures are an example of ________.

A) downward communication
B) upward communication
C) collaborative communication
D) lateral communication
E) parallel communication

Question 58

Which of the following is an example of nonverbal form of communication?

A) words used in e-mails
B) tone used in conference calls
C) words used in indirect communication
D) a performance appraisal report
E) language of communication

Question 59

________ is the destination's reaction to a message.

A) Perception
B) Feedback
C) Channeling
D) Signaling
E) Grapevine

Question 60

Which of the following statements is true regarding nonverbal communication?

A) It is highly consistent with verbal communication.
B) It has little influence on the total effect of communication.
C) It cannot be used to encode and transmit thoughts.
D) Verbal and nonverbal communications are not mutually exclusive in most cases.
E) Contrary to popular belief, nonverbal communication does not include vocal tones.

Question 61

In which of the following grapevine patterns do grapevine members communicate randomly with one another?

A) probability
B) gossip
C) single-strand
D) cluster
E) group

Question 62

Mark finds out that his colleague, Mae, will soon be quitting the company and joining a rival firm. He immediately passes this information on to his team mate Josh, who tells Craig, who in turn mentions it to his secretary. In this way the message spreads from one person to the next, until the entire department knows about it. This is an example of the ________ grapevine.

A) serial
B) single-strand
C) gossip
D) probability
E) cluster

Question 63

In which of the following grapevine patterns does information travel only to selected individuals?

A) single-strand
B) gossip
C) probability
D) serial
E) cluster

Question 64

The members of a company's marketing team regularly meet with their peers from the R&D department to share information and insights on customer product preferences that they have gathered through market research. This is an example of which of the following types of communication?

A) upward
B) vertical
C) virtual
D) downward
E) lateral

Question 65

Which of the following is the major reason for the establishment of informal communication networks?

A) lack of formal organizational communication channels
B) desire for information that is not furnished formally
C) inability of managers to communicate effectively
D) vertical nature of the organizational structure
E) lack of necessary rules and regulations within the organization

Question 66

Which of the following grapevine patterns tends to distort messages the most?

A) gossip
B) probability
C) single-strand
D) cluster
E) group

Question 67

One of the characteristics of the grapevine is that it ________.

A) is usually controlled and monitored by managers
B) springs up and is used regularly within the organization
C) usually follows an upward communication channel
D) is heavily influenced by the top executives of an organization
E) exists largely to serve the self-interests of the people within it

Question 68

Henry just heard a rumor from one of his coworkers. He immediately goes out to the water cooler and passes the information on to the first person who happens to walk by. This is an example of the ________ grapevine.

A) single-strand
B) gossip
C) probability
D) cluster
E) leader-centered

Question 69

Organizational communication that does not follow the lines of the organizational chart is specifically called ________.

A) lateral communication
B) upward communication
C) vertical communication
D) informal communication
E) downward communication

Question 70

An effective listener should go easy on arguments and criticism because being critical ________.

A) reduces the importance of the conversation
B) is a symptom of unreceptive communication
C) puts the talker on the defensive
D) creates a permissive environment for the speaker
E) is a sign of distraction

Question 71

Employee A passes information to everyone else on the grapevine. This pattern is known as the ________ grapevine.

A) gossip
B) cluster
C) single-strand
D) probability
E) serial

Question 72

Malcolm, an accounts clerk, is all set to make a presentation on how his team can improve their productivity by changing certain work practices. His manager asks the employees not to be too critical of Mark's suggestions and to avoid arguing with him. The manager most likely said this because being critical ________.

A) will increase the amount of time Mark will need to finish his presentation
B) will only annoy the other people attending the presentation
C) will put Malcolm on the defensive
D) will confuse people about the ideas and suggestion put forth
E) will reduce the level of group cohesiveness

Question 73

Which of the following is true regarding the circular pattern of organizational communication?

A) The information conveyed is highly accurate.
B) Information is disseminated at a very slow pace.
C) It provides stability to the organization.
D) Employee morale tends to be poor.
E) The presence of a leader is highly evident.

Question 74

How can managers promote formal organizational communication?

A) by listening attentively to messages that come through formal channels
B) by eliminating informal communication channels in the organization
C) by instituting a circular pattern of organizational communication
D) by strictly regulating employee access to formal communication channels
E) by using low involvement channels instead of high involvement channels

Question 75

Sandra finds out that a rumor about her is doing the rounds in the office-she supposedly had a rift with her manager over her performance review and is now planning to quit the company. Though completely untrue, she sets out to find out the person who started the rumor. She confronts several of her colleagues about the matter and everyone tells her that they heard it from Sheela, her boss's secretary. This is an example of the ________ grapevine.

A) single-strand
B) gossip
C) probability
D) serial
E) cluster

Question 76

What is emotional intelligence? Why is it important in organizations?

Question 77

Which of the following helps managers encourage the flow of formal organizational communication?

A) Make sure leaders sending messages are trusted by the workforce.
B) Discourage informal communication channels such as the grapevine.
C) Allow everyone to communicate rather than giving specific responsibilities.
D) Limit the access to communication channels by proper monitoring.
E) Use elaborate statements instead of concise statements.

Question 78

Which of the following is a formal organization communication pattern that involves passing information from one individual to another in a sequence?

A) lateral communication
B) parallel conversations
C) serial transmission
D) grapevine
E) chainmail

Question 79

WePharma, Inc., a biopharmaceutical company, develops targeted therapies for the treatment of cancer and inflammatory diseases. Mara Alarcon, the CEO of the company, insists that employees communicate only through formal channels. Despite these restrictions, she observes many informal networks within the organization. Which of the following is the most likely reason for establishment of these informal networks?

A) WePharma takes employee suggestions very seriously.
B) WePharma lacks the necessary rules and regulations to control employees.
C) WePharma has a vertical organizational structure.
D) WePharma does not freely share information with its employees.
E) WePharma promotes an open-door policy.

Question 80

Which of the following instructions is considered the first and last commandment of good listening, because all other commandments depend on it?

A) remove distractions
B) stop talking
C) hold your temper
D) show the talker you want to listen
E) be patient