Deck 15: Managing Communication

Question 1

Listening is the act or process of perceiving sounds.

Answer 1

False

Question 2

Passive listeners show the speaker that they are attentively listening by nodding and making short statements.

Answer 2

False

Question 3

When people are unsure of what to say, they tend to decrease their communication effectiveness by speaking softly. This example best illustrates _____ in nonverbal communication.

A) proxemics
B) kinesics
C) paralanguage
D) metalanguage

Answer 3

C

Question 4

Listening is an involuntary behavior.

Question 5

Miwa Fabrics, a textile company, wants to use environmental-friendly methods to extract cotton. The owner of the company distributes a handbook to the factory workers, which contains details about the handling of the new extraction equipment and machinery. In the context of formal communication channels, this scenario illustrates _____.

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

Question 6

Giving positive feedback about behaviors beyond someone's control may be viewed as insincere.

Question 7

A__________is an informal communication network that involves numerous people sharing information with a few of their friends, leading to the shared information flowing freely and quickly through the organization.

A) gossip chain
B) cluster chain
C) wheel network
D) circle network

Question 8

Communication is the process of transmitting information from one person or place to another.

Question 9

Because of perceptual filters, _____.

A) people organize and interpret what they pay attention to in the same manner
B) the beliefs of people do not influence the meaning they attach to new information
C) people attend to some stimuli and not others
D) people are unlikely to incorporate new knowledge that is consistent with what they already know

Question 10

Cody sent a leave application via email to his manager. His boss declined his leave request. Cody assumed that his leave request was not approved because he failed to perform well at work, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 11

Rose was nervous during her job interview. Her interviewer sensed that she was nervous because she was speaking much faster and louder. In this scenario, which of the following forms of nonverbal communication helped Rose's interviewer sense her nervousness?

A) Metalanguage
B) Kinesics
C) Paralanguage
D) Proxemics

Question 12

Nonverbal communication is not informative.

Question 13

_____ is used to give those at lower levels the chance to share their concerns with higher-level authorities.

A) Upward communication
B) Incongruent communication
C) Horizontal communication
D) Downward communication

Question 14

Frequent informal meetings, surprise visits, and blogs contribute to organizational silence.

Question 15

The__________is the tendency to overestimate our value by attributing successes to internal causes and attributing failures to external causes.

A) modality effect
B) self-generation effect
C) self-serving bias
D) confirmation bias

Question 16

In the context of formal communication channels,__________is used to encourage lower-level managers and employees to participate in organizational decision making.

A) downward communication
B) upward communication
C) horizontal communication
D) incongruent communication

Question 17

Delayed feedback is much more effective than immediate feedback.

Question 18

Town hall meetings can be an effective way for companies to hear feedback from employees.

Question 19

When Douglas, an employee at Donovan Corp., was unable to complete a project on time, his manager, Tyler, assumed that Douglas missed the deadline because he was insincere. Douglas could not meet the deadline because his computer was infected with malware. In this scenario, Tyler's perception of Douglas represents a _____.

A) selective attribution error
B) defensive bias
C) self-serving bias
D) fundamental attribution error

Question 20

Much of the basic management process cannot be performed without effective communication.

Question 21

If employees are told that budgets must be cut by 10 percent, they may automatically assume that 10 percent of employees will lose their jobs, too, even if that is not the case. This tendency to make assumptions is referred to as _____.

A) closure
B) regularization
C) convergent thinking
D) congruence bias

Question 22

Sophie was informed by the management of her company that she would receive her salary for the current month a day later than usual. She assumed that all her colleagues would also receive their salaries a day later. However, that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 23

Alfred, an architect at Abode Inc., uses the term "spatial organization" while communicating to his client. The client is unable to understand the term used by Alfred. In this scenario, the term "spatial organization" exemplifies _____.

A) kinesics
B) synergy
C) jargon
D) feedback

Question 24

Maya was told that the tickets for her favorite band's concert would be available online for purchase. She assumed that she would not be able to purchase the tickets from anywhere else. That was not the case because the tickets could be purchased at the venue as well. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 25

Love & Light, a home appliance store, sends all its customers a letter via post that confirms the commencement of a lucky draw competition sponsored by the company. By calling its customers to participate, Love & Light is engaging in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 26

Because of__________, people exposed to the same information will often disagree about what they saw or heard.

A) respondent conditioning
B) empathetic listening
C) cognitive mapping
D) perceptual filtering

Question 27

Organizational silence occurs when:

A) an organization refuses to answer customer complaints.
B) employees are directed to discuss company issues only with their managers and not with their peers.
C) managers encourage grapevine communications in an organization.
D) employees of an organization believe that telling management about problems will not make a difference.

Question 28

Nathaniel, a reporting manager, sends out an email to inform his employees that the office will be under renovation for the next two days. In this case, Nathaniel is engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 29

Dylan regularly buys the Rolling Stone magazine. The store from where he purchases the magazine informs him that it would not sell any Rolling Stone magazines for a couple of months. Dylan assumed that the magazine was shutting down. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 30

__________are phone numbers that anyone in a company can call anonymously to leave information for upper management.

A) Business tractions
B) Corporate bonds
C) Company statutes
D) Company hotlines

Question 31

When Victor informed his boss that the work he was assigned would take longer than the allotted time to complete, his boss looked suspiciously at him with a raised eyebrow. In this case, raising an eyebrow is an example of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 32

Brady knew by the sternness in his boss's voice that he was unhappy with Brady's work. The sternness in the boss's voice is an example of _____.

A) feedback
B) jargon
C) paralanguage
D) metalanguage

Question 33

In the context of the basic perception process, _____ is the process of incorporating new information into your existing knowledge.

A) attention
B) retention
C) organization
D) interpretation

Question 34

In the context of the communication process, _____ refers to putting a message into a written, verbal, or symbolic form that can be recognized and understood by the receiver.

A) encoding
B) decoding
C) transmission
D) reception

Question 35

Which of the following is one of the mistakes that managers tend to make when they are coaching employees?

A) They directly discuss on-the-job performance with their employees.
B) They wait too long before talking to employees about a problem.
C) They respond soon after an incident of poor performance.
D) They start coaching employees before a problem arises.

Question 36

Travis travels to two different offices every day to delegate work to his subordinates instead of just sending them an email. This scenario best depicts _____.

A) the use of jargon in a communication channel
B) the use of the wrong communication medium
C) a fundamental attribution error
D) the encoding and decoding of a message

Question 37

Bono Group, a textile company, is moving its head office to another city. The top-level executives send out mass emails to communicate this message to all employees. In the context of formal communication channels, this scenario illustrates _____.

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

Question 38

A memo or email is often a better communication medium than the oral medium when the message:

A) is complex and hard to decipher.
B) includes a detailed request requiring two-way communication.
C) requires immediate feedback.
D) includes straightforward information.

Question 39

Organizational grapevines can be managed by:

A) withholding information from employees.
B) punishing those who share information with other employees.
C) using informal communication channels exclusively.
D) keeping employees informed about possible changes and strategies.

Question 40

Most of the information in a company:

A) is conveyed through downward communication channels.
B) is conveyed using upward communication.
C) moves along organizational grapevines.
D) moves through formal communication channels.

Question 41

__________is the tendency to fill in the gaps where information is missing, that is, to assume that what we do not know is consistent with what we already do know.

A) Closure
B) Countertransference
C) Counterconditioning
D) Regularization

Question 42

Which of the following statements is true of listening?

A) It is the process of perceiving sounds.
B) It is making a conscious effort to hear.
C) It is an involuntary physiological process.
D) It is the same as hearing.

Question 43

Sun Downers is a company that manufactures sunglasses for women. Stephanie, the owner of the company, meets with her subordinates regularly to discuss new designs and attractive offers that would appeal to the company's targeted customer base. One of her employees suggests that the company should launch a new collection of aviator sunglasses for the upcoming season. In this case, the employee's suggestion is an example of _____.

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

Question 44

Jonah is an efficient member of the design team at Cheer Advertising. However, he is often burdened with extra work that forces him to work overtime. Frustrated by this situation, he writes an email to the head of the design department expressing the difficulties he is facing at work. In this case, Jonah is engaging in _____.

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

Question 45

Kaylee, a real estate sales manager at Crawford Corp., sends all her subordinates a memo that explains the importance of real estate. In this case, Kaylee is engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 46

Ethereal Feels is a food catering company. It wants to revamp its business in order to expand its customer base. The top management of the company makes an official announcement to all its employees about its new business model. In the context of formal communication channels, this scenario illustrates _____.

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

Question 47

Caleb received a notification from a food delivery app that certain restaurants would be out of service for the day. He assumed that these restaurants were shut down completely, which was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 48

_____ is feedback intended to be helpful, corrective, and/or encouraging.

A) Detrimental feedback
B) Apathetic feedback
C) Destructive feedback
D) Constructive feedback

Question 49

The sales team at X-zyme Solutions is unhappy with the management for reducing housing allowance for its employees. In an attempt to voice their concerns about the situation, the team collectively wrote an email to the chief executive officer of the company. In this case, the team is engaging in _____.

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

Question 50

Nathan, a sales executive, drafts an email to communicate his weekly sales report to his manager. In the context of the communication process, Nathan is engaging in _____.

A) encoding
B) cognitive mapping
C) decoding
D) selective filtering

Question 51

Wilvade Inc. has modified the work timings for its employees. The employees of the company believe that the new timings are inconvenient and voice their concerns to the management. The management tries to understand the perspective of the employees and is willing to address their issues. In this scenario, the management of Wilvade Inc. is most likely using _____.

A) empathetic listening
B) incongruent communication
C) reactive communication
D) respondent conditioning

Question 52

When the managing director of a multinational company explained to his subordinates why the company had to reduce their incentives the previous month, he was engaging in _____.

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

Question 53

Sam and Dean are graphic designers at Warren Corp. As part of their work, they often coordinate with each other. They are engaging in _____.

A) downward communication
B) upward communication
C) horizontal communication
D) vertical communication

Question 54

When Mark was told that his favorite shoe store would no longer stock his favorite brand of sneakers, he assumed that the shoe manufacturer was no longer manufacturing sneakers, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 55

_____ is an important part of empathetic listening because it demonstrates that you understand the speaker's emotions.

A) Selective retention
B) Reflecting feelings
C) Circular reasoning
D) Perceptual filtering

Question 56

__________are personality-, psychology-, or experience-based differences that influence people to ignore or pay attention to particular stimuli.

A) Orienting reflexes
B) Kinesics
C) Proxemics
D) Perceptual filters

Question 57

In the context of improving communication, which of the following is a primary task that managers face?

A) Ensuring and managing direct interaction between employees and clients
B) Managing organization-wide communication
C) Training employees on how to assess nonverbal communication
D) Directing employees to avoid using horizontal communication

Question 58

The term__________refers to vocabulary particular to a profession or group that interferes with communication in a workplace.

A) grapevine
B) heuristic
C) slang
D) jargon

Question 59

Jared received a negative feedback during his performance review. Although the quality of his work was good, he often struggled to meet his productivity targets. He believes that he got the negative feedback because the management was unfair in setting unrealistic productivity goals. In this scenario, Jared's belief represents a(n) _____.

A) defensive bias
B) distinction bias
C) omission bias
D) outcome bias

Question 60

When the finance team at Romple & Co. found out that the company made it to the list of the most profitable companies of the year, they patted each other's shoulders in excitement. In this scenario, patting is an example of _____.

A) proxemics
B) kinesics
C) haptics
D) chronemics

Question 61

Jensen was unable to meet a project deadline because he felt that the management didn't provide the employees with adequate resources to complete the project on time. In this scenario, Jensen's perception represents a(n) _____.

A) distinction bias
B) defensive bias
C) omission bias
D) outcome bias

Question 62

Alex is a law attorney at Cooper Enterprises. His client, Maggie, is seeking a divorce from her husband of two years. Since she is unemployed, Alex recommends that she should apply for alimony. Maggie is unable to understand the term used by Alex. Alex explains to her that she can request her husband to pay for spousal support after divorce. In this scenario, the term "alimony" exemplifies _____.

A) kinesics
B) synergy
C) jargon
D) feedback

Question 63

Rebecca, an employee at Ecoz International, is often subjected to sexual harassment at the workplace. She decides to inform the head of the human resources department about this problem. She writes an email to him in which she describes her manager's perverse behavior toward her and other female employees. In this case, Rebecca is engaging in _____.

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

Question 64

Henry, a project manager at Octagon Corp., delivers a personal note of appreciation to all his employees for the hard work they put into a recent project. This is an example of _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 65

In the context of the basic perception process, _____ is the process of attaching meaning to new knowledge.

A) attention
B) organization
C) interpretation
D) retention

Question 66

Brian, a manager at a logistics company, personally delivered a small golden flag to every employee who performed well in the previous quarter indicating that he or she is eligible for a promotion. In this scenario, Brian was engaged in _____.

A) encoding
B) benchmarking
C) decoding
D) brainstorming

Question 67

The term__________refers to information that is collected from organization members and then compiled, disseminated, and used to develop action plans for improvement.

A) survey feedback
B) adjustment heuristic
C) primary data
D) destructive feedback

Question 68

A multinational corporation realized that it needed to cut costs in order to compensate for the financial losses that it was facing. Among other measures, it decided to discontinue reimbursements for transportation. Employees commuting long distances to get to work on time were forced to quit and join other companies. In this scenario, employees wouldn't have quit their jobs if the managers would have demonstrated _____.

A) empathetic listening
B) perceptual filtering
C) reactive communication
D) selective attention

Question 69

Bradley, an employee at Symphony Inc., noticed his colleague, Adriana, stealing office supplies from the office. He placed an anonymous call to upper management to inform them about Adriana's unethical behavior. In this scenario, which of the following tools did Bradley use to overcome organizational silence?

A) Survey feedback
B) A blog
C) The company hotline
D) An informal meeting

Question 70

A group of newly recruited employees were bullied by senior members of the facilities team. Jodie, one the team members who witnessed the event, wrote a letter to the head of her division describing the bullying incident. In this case, Jodie is engaging in _____.

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

Question 71

Cora called the electricity board of her neighborhood to inquire about the frequent power outages. The person on the other end of the line did not respond appropriately. He sounded distracted and gave long pauses while communicating with her. The speaking pattern of the person's voice is an example of _____.

A) feedback
B) jargon
C) paralanguage
D) metalanguage

Question 72

Harper ordered a pair of shoes from an e-commerce website. A few days later, she received a notification from the website informing her that the delivery of her order would be delayed. She assumed that this delay was occurred because the shoe store was located in another city, even though that was not the case. This scenario illustrates the concept of _____.

A) closure
B) kinesics
C) social loafing
D) structural accommodation

Question 73

After Axcess Systems lost a major client, it decided to change its organizational structure. To communicate organizational change to employees, the top management sends out an email containing a detailed account of its new strategic plan to all employees. In the context of formal communication channels, this scenario illustrates _____.

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

Question 74

_____ is the process by which individuals attend to, organize, interpret, and retain information from their environments.

A) Operant conditioning
B) Selective listening
C) Perception
D) Regularization

Question 75

Xanat is grief-stricken after the death of her mother. Consequently, her productivity at work is suffering. Humberto, her supervisor, calls her for a meeting to discuss her deteriorating performance. Xanat tells him that she is finding it difficult to concentrate at work after her mother's death. Humberto recommends that Xanat should seek help from the company's Employee Assistance Program. This scenario illustrates the concept of _____.

A) closure
B) counseling
C) coaching
D) attribution

Question 76

__________means assuming half the responsibility for successful communication by giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

A) Passive listening
B) Incongruent communication
C) Reactive communication
D) Active listening

Question 77

Brett, a marketing associate at Brix Inc., got stuck in a massive traffic jam while commuting to work. Consequently, he missed an important meeting with a potential client. Ethan, his manager, was furious. He assumed that Brett missed the meeting because he was irresponsible and lazy. In this scenario, Ethan's perception of Brett represents a _____.

A) selective attribution error
B) defensive bias
C) self-serving bias
D) fundamental attribution error

Question 78

Harrison Corp. wants to raise its level of service to enhance customer experience. The board of directors sent out an email containing a message of encouragement directed toward the employees. In the context of formal communication channels, this scenario illustrates _____.

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

Question 79

_____ is a type of one-on-one communication that involves communicating with someone for the direct purpose of improving the person's on-the-job performance or behavior.

A) Upward communication
B) Coaching
C) Counseling
D) Incongruent communication

Question 80

When accused of theft, Mike stammered and spoke hesitantly. That proved his guilt. In this case, stammering and speaking hesitantly are examples of _____.

A) feedback
B) jargon
C) paralanguage
D) metalanguage